T-Mobile Authorized Retailer — Local services in Parkland

Employee Review for T-Mobile Sales Agent and Store Associate, Frankie

I am writing to share my exceptional experience at the T-Mobile store located at SR-7 and Wiles Rd, with particular commendation for Frankie, a standout sales agent and store associate. My interactions at this store have been remarkable, and Frankie's outstanding service exemplifies the high standards upheld by this team.

From the moment I entered the store, it was evident that Frankie excels in multitasking and bilingual communication. His ability to seamlessly assist both English and Spanish-speaking customers is truly impressive. On one occasion, I observed Frankie expertly help a Spanish-speaking customer, ensuring their needs were communicated and addressed efficiently. This skillful handling of language barriers significantly enhances the overall customer experience.

Frankie's dedication to customer service is unparalleled. He went above and beyond to support me with all my needs, thoroughly addressing every question and concern. Not only did he provide detailed answers, but he also took the initiative to research additional information, consulting his connections and official resources to ensure accuracy. This commitment to excellence was evident throughout the process of resolving my phone issues, during which Frankie maintained consistent communication, even when I struggled to adhere to T-Mobile's policies regarding timelines and required information.

Moreover, Frankie informed me about important components of my warranty and insurance as a holder of T-Mobile's highest plan, which enabled me to access additional benefits I had previously overlooked. This valuable information greatly enhanced my experience and satisfaction with T-Mobile's services. In addition to his exceptional service, Frankie ensured that I received his business card, a practice that all T-Mobile sales agents and store associates should follow. This small but significant gesture added a personal touch to the professional service I received.

The entire team at this T-Mobile store deserves recognition for their exceptional service and dedication. My positive experiences with Frankie and the team have inspired my continued loyalty to T-Mobile, both as a consumer and potentially as a future employee or contractor. This store truly stands out as one of the best I have encountered, setting a high standard for customer service and satisfaction. Thank you for recognizing Frankie's contributions and considering him for advancement. His professionalism, dedication, and exceptional service make him a valuable asset to the...

⚠️ Extremely Disappointed: Terrible Experience at T-Mobile Store ⚠️Franchise

I recently visited the T-Mobile store located in Parkland a franchise and I am compelled to share my exceptionally negative experience. The encounter left me frustrated and feeling completely let down by the level of service provided by the staff.

👎 Rude and Unhelpful Staff: The store staff's demeanor was shockingly rude and unprofessional. Their lack of courtesy was evident from the moment I walked in. Instead of making me feel welcomed, they seemed disinterested and dismissive.

💬 Misleading Plan Explanation: To make matters worse, their explanation of the plans and associated charges was far from accurate. I was left utterly confused and bewildered as they attempted to justify additional charges for switching numbers to another plan. This discrepancy was in stark contrast to what I had learned from T-Mobile's online resources.

🤷‍♂️ Franchise Chaos: It became apparent that this store is a franchise and operates as though it is exempt from any semblance of uniformity or customer-centric standards. It was frustrating to see them ignoring the established protocols and doing as they pleased.

🚫 Refusal of Service: The most disheartening part of my visit was when I mentioned that I had contacted T-Mobile's customer service to clarify the charges. The staff's attitude took a hostile turn, and they outright refused to serve me. They accused me of being aggressive, which was entirely untrue I was with my son and wife.

🛑 Unwilling to Help: In a final act of unprofessionalism, the staff flatly refused to activate a new account for me. It was apparent that my experience had taken a nosedive due to their biases and unwillingness to offer assistance.

This ordeal was beyond disappointing, and I felt compelled to share my experience with others. It's disheartening that a brand like T-Mobile, which I have trusted for years, could be represented by such a terrible store. I sincerely hope that no other customer has to endure the ordeal I went through at this...

Came to purchase a prepaid card since we were visiting from out of the country. The associate gave us the wrong phone number and the SIM card stopped working after a day possibly because the line disconnected since it was under the wrong number. She did not give us any terms or conditions about the prepaid being final sale. At this point we were in Miami (where we stayed glued together with no access to phone) and we couldn’t get back to the store until after the weekend.

When we went back to the store, Brian (the retail manager) refused to give us a refund despite him confirming that there was an error on their end for giving us the wrong phone number and for the SIM card not working. After further discussion he changed his story and said he could offer us a $10 refund out of the $64 that we paid for a faulty SIM card that they admitted was not a problem on OUR end. Then they added that they actually couldn’t do anything about the SIM card or refund because their entire system was (conveniently) down. To me, the story sounds ridiculous and a poor example of customer service.

I called customer service T-mobile and they told us they were sorry about our experience and was quick to process a refund on our account, but because we paid cash we had to go back to the physical store to get a refund. We went back to store and Brandon was very understanding and efficient. Unfortunately, he was not in management position and the store manager was not in and said he would process the credit the next day…. The next day came and we still had to chase them for a credit and they still never gave it to us.

I feel like we got scammed and wasted a lot of time and energy feeling upset about this experience. Please do not waste your time and go somewhere else. If you do go, try to avoid Brian because he has no care in world if he’s not making money off of you. If I could give him 0 stars, I would. Greedy, shameful, and a true example of poor leadership and...