Metro by T-Mobile — Local services in Oldsmar

As a customer of Metro with a few different phone numbers for approx 20 years, I have never been as outraged as I am. Due to multiple issues this month, inclusive of a ticket escalation due to not being able to make online payments with any card and 3 separate days I had to physically enter the store to make payment and inquire about the ticket. On 12/4, I had to go to the closest store prior to closing which happened to be the Oldsmar location. I entered as the only customer to the woman sitting, who greeted me and advised me to hold while she got ready at the computer. After a minute or so silent wait, she took my number and adv me of my total which was $5.00 over. I asked her why that amount and immediately aggressive told me whenever I make an in store payment, there is 5.00 added. As I literally told her I have never NEVER been charged 5.00 in store fee and that I'm only in store because I cannot make an online payment, before I could finish my sentence she threw her hands up and and said well I can't help you then. I met her energy and tone with I'm making the payment and she didn't have to be so rude about it. It's not necessary. I said It's just I've never been charged this and I was just "in store" 3 times in the last week and I wasn't charged. So shaking her head and annoyed asked for my number again and then snapped the same amount at me. I gave her the exact total in cash waited for my receipt and when I asked for her name, she replied with I'm not telling you. Almost like a child. We exchanged words with each other and now with another customer in the store as I left. As a previous quality, reconciliation, and de escalation manager myself, her behavior was disgusting, unnecessary, unprovoked, and reflects terribly upon Metro by T-mobile. Rather than my confusion cluing her to educate policy and or inquire into my account deeper, she took this upon herself personally. I will take my business elsewhere but not before I let everyone know about this specific store...

Got a couple of Moto G phones on 5/14/25 for my wife and I at this store. Neither of us were happy with the quality of the phone, so we decided to return the phones and get better quality phones at the same store. We went back and were told that they wouldn't be able to return the phones even though Metro has a 14 day return policy.

All I was looking for was store credit for a better quality phones for my wife and I. We paid in full for the phones with no discounts or offers. We were looking at their Samsung Galaxy s24 FE ($550 phones vs the $180 phones we purchased.) They wouldn't honor their return policy and would not allow us to spend more money with them. Their 611 center expressly said we were in our right to return the phones, all we had to do was to go to the location we purchased the phones.

On 5/15 reps would not accept the returns and said to come back to speak to the manager as he was not in store. Came back in on 5/17. Again the manager wasn't in store and would not accept the returns to purchase better phones. It's strange that they wouldn't want an additional $650 in sales as we were just paying the phones outright like before.

Have since canceled my service with Metro. Horrible customer service and shady business practices. I'll be reporting this to the BBB.

To the owner: If you honor the 14 day return policy on the phones, that would be a great start in re-establishing trust. I'd be happy to remove this review and not escalate this further if the...

Overall terrible experience buying a new phone. I went there thinking it would quicker and easier to switch phones. Instead it's been a waste of my time and money. Too many mistakes were made and procedures were done that are against corporate policies. I'm still waiting the corporate office to correct things a month after I purchased my phone. Very disappointing! Update: Metro T-Mobile owner, I see your reply below my review. If you really care about your customers and really want to earn their trust back, you should reach out to me. You have my info for my visit on April 14th. My Account is under David Kelly. I really need to speak with you. New update: I never heard from the store, so I went there. They said they couldn't look up my account, and couldn't help me in any way. They said they didn't know who the store owner is and don't know his number. This is illegal criminal behavior. I'm on the phone with the corporate office again and they agree it's...