T-Mobile Authorized Retailer — Local services in Ontario

T-Mobile as a whole has been great, I've been a customer for about 13 years. This particular franchise however should be avoided. I don't live in Ontario, but my mom does. She is a fully authorized user on the account and can make any changes she wants. Add lines, upgrade phones, you name it, she can do it without my involvement as the account owner (confirmed by 2 different T-Mobile phone reps, and a separate franchise in Boise). However this franchise plays by a different set of rules and requires that I be called in the middle of a work day and read them my FULL social security number over the phone so she could add a line for my brother. The fact that she is fully authorized doesn't matter, I have to authenticate for some reason. That is not going to happen in 2020, when identity theft is so crazy high.

This isn't the entire reason for the 1 star, it was the girl on staff that refused to even talk to me over the phone. She passed my mom and the issue off on another rep who was helpful, although still adamant that even though my mom is an authorized user, she still can't add a line. We had to simply buy a sim card from the store and call T-Mobile support to get actual assistance, which is very unnecessary.

Franchises for cell phone companies differ highly, most of them in the area range from awesome to pretty good. This particular one breaks the mold and should be avoided if you want to have a pleasant experience.

0 out of 5 would...

This review is for this store, not T-Mobile.

Terrible experience here at this store. I am a new customer and went in to set up four new lines. I asked for copies of the documents before I left and was told they would be uploaded to my account online. When I got home to review the documents, I noticed that Matthew the sales rep signed me up for extra insurance for each line at $15 a month without asking me first. All of my “signed” documents had my signature just typed into the signature block. He also made a huge mess of the entire transaction by assigning trade ins and phone purchase contracts to the wrong lines which in turn made me ineligible for the promotions I was expecting. He also told me that the carrier freedom and keep and switch programs would be taken care of at the store and I wouldn’t have to worry about it. I submitted all the documents only to find out two weeks later that the claims were never submitted. If I didn’t catch this when I did, I wouldn’t have been able to submit the claims for reimbursement as there is a 30 day time limit.

Thankfully I caught the errors early and with hours on the phone with T-Mobile customer service I was able to get the promotions and device contracts fixed along with cancelling the insurance programs.

I would not purchase from this...

Today's visit was horrible. Lily tried to "assist" me, but it felt like she was bothered that I was there. She talked down to me, treated me like I didn't know anything, and was generally annoyed that I even came into the store to get a phone. She didn't let me choose what I wanted, she was going to take charge and do everything her way. If she is there the next time I have to go in for anything, I am avoiding her at all costs.

Oscar, Melissa, Isaac, and the other staff were very friendly to the customers that they have. I don't think this is the job for Lily. She would be better suited working a job that doesn't interface with customers.

Old Review: They don't really take care of you. If you have a problem, you have to call because if you go in, they charge you $35 each visit. They'll tell you one thing on the phone and then it's not that way in the store. Their phones don't always work with the service, so if you didn't buy insurance, they charge you because the phone they provided doesn't fully work with their network, yet it's...