T-Mobile — Local services in Palmetto Bay

My visit last week to this t-mobile (yes the lowercase "t" is intentional) location was shockingly disappointing!!! After months of dealing with a connectivity issue Customer Care advised me that they would like to replace my phone with an identical make and model. The representative inquired as to the condition of my phone and I told them my screen was cracked but assured me that would not be an issue. Rather than ship it to my home address, they advised me to visit this location to assure a successful transition. I arrived at the store, waited my turn and "manager" Ronny came to assist me. I explained the issue, he went to the back to find my new phone and as soon as I handed him my phone he informed me that, in light of my cracked screen, he would not be able to proceed. I advised him that Customer Care assured me that it wouldn't be an issue. At this point I had been in the store for over an hour. After several minutes of calls to Ronny's manager and Customer Care he advised me that he was going to make the executive decision to process the replacement as promised. I was so thankful and relieved! Finally the great t-mobile service that the commercials brag about, right? WRONG!! After receiving a call from his manager Ronny advised me that he wouldn't be able to do the exchange after all. WHAT??? Apparently, some un-named person with no intention to honor the company's promise informed Ronny that if he proceeded with the exchange then she hopes my company is hiring because he would lose his job. Who does this? To add insult to injury, In the midst of my confusion and anger, Ronny went on to assist another customer! The only saving grace of this visit was Anthony. He kindly offered his apologies for the situation and even exchanged my SIM card in the hopes of improved service. Thank you Anthony for trying to redeem your store after witnessing the awful treatment I received! So that was it- almost two hours of my day wasted by lying individuals who clearly need a refresher course in providing proper customer service. It's easy Ronny, don't make claims you can't keep!! It is unprofessional and casts a very dim light on your entire brand. You and your superior exhibited zero consideration for my time and well-being. You allowed me leave the store in an even greater state of disappointment that when I arrived. Having been lied to TWICE and leaving with the same unresolved hardware issue, I guess they were going for the trifecta. What a disappointment!!! This location truly need...

In short- The sale associate clearly didn’t want to help me. She was condescending and unhelpful. I went to another T-mobile (at The Falls) with the same issue and they helped me promptly with no problem!

In detail: I went to T-mobile Palmetto Bay on 12/19/23 at 10:15am to purchase a new iPhone because my current iPhone 11 was malfunctioning. After waiting for the representative to be available to help, I explained my situation and told her I was looking to purchase an iPhone 13. From that moment on she started given me so many excuses about my storage. It felt as if she was trying to get me to purchase a more expensive phone (with more space). I told her I wanted to stay within my budget and didn’t want a phone higher than 128GB. Once I mentioned my budget there came more excuses, and she was a bit condescending. I told her I would try a different store and she said it would be the same thing (again, I think she was trying to get me to spend more money). So I told her I would take the time to delete things off my phone in order to do get a 128GB phone. She said “OK” and I sat down deleting things. At this point I thought about leaving because it really felt like she didn’t want to help me, but decided to stay since I was already there. After 3 min she came back and said “I have bad news. We don’t have the iPhone 13 in 128GB in the back.” I told her it’s OK, I’ll try another store. Thanks for your help. I went to T-mobile at The Falls and got the iPhone 14 (128GB) and even stayed within my budget!! I was in and out of there within 45 minutes! I don’t want to knock the whole staff at Palmetto Bay, but my encounter with that sale associate was very...

I wish i could give this store 5 negative stars cause thats what they deserve. This store has the worst customer service I've ever experienced. Especially the manager lady at the store which hung up the phone on me when i asked for her name.As i was talking to this lady about my purchased item that i never received after 2 weeks of waiting. On top of everything she said oh my god out loud as i was talking to her like if she was bothered to help me and hungup the phone again on me. I have been a customer of an 8 phone family plan, paying over 600 a month, updatinh our phones yearly, dishinh out a ton of money. I have been with tmobile for over 10 years and just like thst im leavinh yall just because your manahers dont know hownto treat their clients. I feel like t- mobile hires anybody with or with out any experience and thats why there customer service in stores is so bad. Re evaluating whats important to me and finding the next best company. This will not stop here. I will make sure that i blast tmobile and make all my friends and family switch. I have refered various people which i will take with me. All becaude a manager in this store gave me and attitude, hung up on me, and wouldnt hear what...