T-Mobile Experience Store — Local services in Oklahoma City

The Belle Isle T-Mobile store is the worst, with absolutely TERRIBLE customer service. The employees and the manager (at the time, at least) clearly didn’t care about their customers, and one lie has ended up costing me and my partner hundreds of dollars. They refused to own up to their mistakes. My partner wrote a review, and the new manager responded asking us to email him. We did—and never heard back. So here we are again, writing another review because the disappointment with this store just doesn’t end.

A few months ago, we went into the store intending to buy one iPhone in full and add a line. The person helping us told us that with our trade-in, we shouldn’t pay for the phone in full because our plan had a promotion that would make the new iPhone “basically free” (her exact words). She said our bill for two lines plus the new iPhone would be $120 a month. She also claimed our trade-in would give us store credit and convinced us to use it on a screen protector plan. On top of that, she told us we needed a new charger box because the new iPhone’s charging system was different from our older one (spoiler: it wasn’t). Without telling us, she used up all our trade-in credit in the store, and when our first bill came, it was $262.40. Since then, it has been way more than $120 every month.

We also ended up buying another iPhone in full that day with the money we originally brought in to pay for the first one, thinking we were getting a great deal on the trade-in promotion. Once we realized the mistake, I went back to the store, and the same person acted confused about why our bill was so high. After waiting over an hour to speak with the manager, he was extremely rude, threw papers at me, and said there was nothing they could do because it was a “done deal.” The only “solution” he offered was to return the new phone, but we wouldn’t get our trade-in phone back—basically leaving us with nothing.

We later went to another T-Mobile store, and when we explained what happened, they were shocked at how badly we’d been misled. They mentioned they’d heard about issues with this store and its manager before and asked us to send an email so they could forward it to the district manager. Unfortunately, we never heard back from them either. Since May 2024, it seems the store has a new manager, but based on our experience, who knows if anything has really changed.

I’m attaching screenshots of the new manager’s response asking us to email him, along with proof we never got a reply and screenshots of how much we’ve been paying since this all happened. I hate writing a review this bad, but I can’t accept this anymore—especially when we’re asked to follow up and hear nothing back. Customer service is everything, and if I could go back, I’d never have entered this store. Months later, we’re still paying way too much for just two lines, even though we had the money to buy the phone outright. The lies have caused constant headaches. We hope the manager follows up this time and does the right thing. Otherwise, as soon as we finish giving you hundreds of dollars because of your employee’s mistake, we’re gone—and we’ll keep telling others to stay far away from...

2nd Edit Important* My two new modems arrived without a power source (it was not informed of me to keep the power sources of the defective items during my call with customer support), I am now giving a 5 star review for David the store manager of Belle Isle. He is on his way right now to my residence to deliver a power source himself personally. This is extremely accommodating to a single individual who could have been merely left by the way side. I’m sure the other reviews left by customers of that location share the same gratitude for the hard-working, altruistic, and compassionate person he is. He deserves a raise or a promotion and other reviews you can see have testified to such. Thank you David! Edit* Spoke with David just now to assure me what can be done will be done to ensure internet service. I do have 3 modems in total I will have schedule through ups for a pickup at my location. By what I understand this is nothing the store Belle Isle could help for it was an unexpected result in production of the black modems. I am also told the iPhone 13 and 12 with charges to my account is a systematical error. It’s my personal understanding that technological advances in a capitalistic nation cannot be necessarily troubleshooted for individuals like me on disability. I do appreciate David reaching out to me. I just wish affordability and returns for modems at local locations were not thrown out of the option for individuals such as me to have to rely on third party shipping providers for one to depend on within a 7 day window to return or be charged through my account for said defective items below.* Was given 2 defective modems in a row. Without transportation this cost me $30 back and forth with Uber 2x at the nearest location to me. I was told the 2nd time I arrived they “Sell hundreds of these devices”. When I asked for clarification, “Days?”, I was told no. “Weeks? Months?” I was told no. They ended up clarifying within the year they’ve been out. As if that weren’t frustrating enough to know, I was told they do not accept returns at local stores. I have to schedule a pickup after I receive a shipping label for both defective modems with my new modem. I called t-mobile customer service and they made an order to be shipped to me with TWO modems coming my way. So now I have to ship 3 modems total. I was given a $50 allowance on my account through the local store manager named Ian. However once I checked my order status for the modems, I had a $140 charge on my account with reoccurring payments every month for an iPhone 13 and 12. Beware of this provider. Be a customer at...

We bought my wife a phone from here a little over three months ago. Last week my wife's phone would not charge. We went back to the store trying to get fixed or at least have a loaner until we get it fixed. When we arrived at the store, they did not seem to be too busy, they only had one customer which was being helped by a store employee while another store employee was doing something on his phone. He kind of looked at us and continued messing with his phone for a couple more minutes. This same guy looked a little rough and dud not look like he wanted to be there.

We did not really mind the wait. When it was our turn, we explained this employee that my wife's phone, a Samsung by the way, that we just bought few months ago stopped charging. Heip asked for our information which we gave him the first time then seemed to not really know what he was doing, he asked another employee for help then they asked us one more time for our information which we gave them again then they said that they were going to replace the phone since it was new, which made us super excited, then right after that they asked for our information for the third time.

After talking to each other for few minutes, they said that they were unable to replace the phone because we did not have insurance. We asked about the phone's warranty. They checked again and said that they did not have a similar phone available at the store and that we had to contact Samsung to get the phone repaired. They then gave us Sumsang's contact information and told us to call them.

This is the second time I come to this same store and get the worst service ever. I have been with T-mobile for over 10 years. I told this guy "Heip" that we bought the phone from here which only made sense that they at least give us a loaner until my wife gets her phone fixed, right then "Heip" answered as rude as possible "We don't make phones here" and this is when I knew that it was time for us to find a better provider.

I asked for my account number contacted few phone places and will switch as soon as I get my watch and my phones paid off which should not take long.

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