T-Mobile Experience Store — Local services in Richmond Heights

Whatever you do....do not go to this horrid store. My husband went to get a cracked screen repaired. They told him 1-2 weeks (we found out later that was not a correct estimated time). My husband got a loaner phone and the employee could not get his icloud to transfer onto the loaner phone. They told him to "do it at home." I pent 3 hours getting his information onto the loaner phone. He is a food courier and uses an app. We could not get the app to work. He went first thing the next day to get his other phone back.We had decided that $100 for a crack screen WITH INSURANCE was too much. They told him his phone was shipped. He told them that the loaner phone was not working. They said that we had broke it and it was going to cost us $200. Our bill is now at $300. He calls me and I start to drive to the store. He calls me again within blocks. He is mad but never says anything threatening. I get there to a bunch of police questioning him. As we are standing with my husband in handcuffs waiting for the store manager to slowly arrive, a cop comes out and says "The loaner phone is not broken so you do not owe $200." I then ask for our phone back. GUESS WHAT? It wasn't shipped. They gave us the phone back. The store manager pressed charges on my husband. Disorderly conduct as they chuckled about how this was the 2nd arrest at this store in a 24 hour period. After I got my husband from jail, we realized that they had whipped the phone of all information AND HAD DEACTIVATED IT! I went to another Sprint store to get it reactivated. When I told them the store, they already knew which store had done all this. RICHMOND HEIGHTS! Do not go to this store unless you want to be cheated, robbed, and thrown in jail. All they had to do was give us the phone back that they had in their possession. None of this would have escalated and we would have...

Mike B took amazing care of me. I came in with a Samsung S7 Edge I bought tow months ago from Samsung online that I left on the roof of my car and destroyed. I didn't buy protection or anything and was a little rude to Mike when I got there. Mike took the time to listen and go through my account and make sure there was something in my account that could help me out since my only option was to pay another $700 for a phone (or do monthly payments). I mentioned I wanted to add my son who was with me to the account eventually and that's when Mike did his magic. He looked in my bill and found out I was on an old plan and paid too much for what I had. Not only did he lower my bill but he got my son a phone for free while keeping my bill lower. While this was going on another person in the same situation came in and yelled at him while he was helping me. What he has to put up with when people break their phone like I did is amazing. As a customer I was nervous she was going to attack him while I was sitting there. He explained he would do anything to help her find another option when he was done helping me but she chose to curse and threaten him next to my 10 year old son. I bought the case and screen glass this time as well as the protection plan. Paying 200 would have been better than losing the 700. Hindsight. I am sorry Mike I was rude when I came in. The staff was friendly and you were great, I was just upset. These employees really deal with a lot of rude customers everyday who broke their phones like I did and they treat the employees like scum of the earth. The fact I still got great service and respect while another customer interrupted us to yell at him is impressive. I waited for my next bill to print before I typed this review and I am glad I did. It was exactly what Mike said it would be. I would 10...

🚩🚩BEWARE! Terrible customer service. 🫖 Corporate customer service (which is always so helpful and friendly) had to get involved and they're launching a full investigation. This store refused to acknowledge a refund I was supposed to get and refused to engage with customer support when I asked them if we could call them. They tried to take my merchandise that I had paid for AND not give me a refund. When I took my merchandise, he acted like I had shoplifted, called security, and then refused to help once customer service was on the phone. Customer service confirmed my refund and when I went to take the merchandise back inside, nobody would take it and they were threatening to call security (all of this was overheard by corporate CS). He had the power cord which had to be returned with the merchandise and refused to give it back to me. All they had to do was take the merchandise which they had already processed a return on or give me the cord so I could take it to another store. It took 3 calls from customer service for this store to put the cord in a bag and sit it outside for me to pick up. All the store associates just played like nothing was happening and never tried to deescalate the situation. The manager did nothing. The level of obstinance and pettiness from this store was unreal. Go to the Sunset Hills store if you have to go into a store. That's where I ended up taking the merchandise to be returned. Corporate CS gave me an instant credit due to this crazy situation instead of waiting two weeks for it to be received and processed by the warehouse. Love T-Mobile, but the people at this...