T-Mobile — Local services in Piscataway Township

my deep dissatisfaction with the service I received at your T-Mobile stores during my recent attempt to switch from Verizon to T-Mobile. I encountered issues that made the experience extremely frustrating. your staff says that "Don't switch and stay with Verizon."

Issue with ESIM Update: During the switching process, there was an issue with updating my ESIM while on the call with T-Mobile customer care, I was advised to visit the nearest T-Mobile store to address the issue with phone physical ESIM update issue as they cannot assist on the call.

Unhelpful Store Staff: Upon reaching the store, the staff did not listen to the actual issue. Instead of addressing the problem, they insisted on having an account at the store to discuss with your storer staff, even though the number being switched belongs to me, and I had all the required ID proofs with me. This lack of attentiveness and refusal to help made the situation even more challenging. I have already made payment at Verizon for the T-Mobile Keep and Switch program as your T-Mobile customer care recommendation.

Unprofessional Response: When I mentioned that I need to think reconsider switching to T-Mobile, your staff responded with, "Don't switch and stay with Verizon." This dismissive comment was unprofessional and left a terrible impression of T-Mobile’s customer service.

Switching to T-Mobile was meant to be a step toward better service, but this experience has made me reconsider my decision. I hope this feedback helps you improve the training and professionalism of your store staff to ensure that future customers do not face...

I had an interaction with a redhead and I'm not someone who loves to argue but this woman upset me to my core. I walked in for my tmobile gift and asked if I could redeem my mother's gift since she was the account holder and couldn't get to the store. I asked if I could call her and show a screenshot simultaneously while in the store. The woman I had, Melanie, I believe her name was, was patient and kind but while she was contemplating the redhead (who was not natural) decided to stop helping her customer set up their phone and intervene sarcastically, in a "matter of fact" tone. And all I could do was stare at her because at that point nice me left the minute she intruded in without an excuse me or a simple bit of sympathy. I called my mum and she was ready to break down in tears. Whatever policies about "oh they check the camera to see how many customers come in." If y'all really want to keep track you'd have a QR code of some sort to scan. We've had tmobile for 20 years and never in my life have I encountered such rudeness. The girl that originally helped me I felt bad for her and I told her it wasn't her fault but the other woman if she's a manager please re-train her on customer service and etiquette because nobody asked for her assistance and had the other girl said no I would've been like it's okay because she was genuinely nice. I've been helped by her in the past and she was nice that day too. But the other woman get...

I was having difficulty with a change of rate plan - it literally led to a WHOLE MESS. I was on the phone with T-mobile customer service, but they weren't very helpful, so I decided to go into the store to see if anything could be done. The store isn't equipped for certain things, but I spent a total of 2.5 hours in the afternoon making the changes with Matthew, the store associate who was on the phone with the phone representative. After what I thought was a successful change, I was told to wait 2 hours for the updates to take into affect, but only 2 of the 3 lines transferred over, and someone over in customer service really screwed up, and my number disappeared - a number I have had for 18 YEARS! I came back to the store a 1/2 hour before closing later that day, and Matthew, who has been helping the whole time in the store, stayed a whole hour later after hours trying to figure it out. He told me to come back the next day so he could try another department to call. I came back the next day, Matthew made the phone call, worked with the phone representative, and got my number back! I was SO happy - could've cried! Thankfully it was sorted.

T-mboile customer service over the phone has been no help, any time I have called them in the past (they really need to fix that), but Matthew G. was really the hero of the weekend! So kind, so helpful, and saved my digital life...