T-Mobile — Local services in Rochester Hills

Sorry this review is about the store at Auburn and Rochester

Beware!!! Don’t shop here!!! If I would have known I would have been manipulated and lied to by Brya and others in this store I would have taken my paid for phones and business elsewhere. LIES LIES LIES AND 6-7 hours of wasted time. My bill went from 165 per month to 238.34. This store should be shut down and everyone should be fired. I am disabled and not made of money and was completely manipulated and lied to! Corporate will be alerted and BBB will be alerted.

Went in to get my son a new phone as his was not working properly. If I would have known I would have been manipulated and lied to by Brya I would have taken my phones and business elsewhere. Our three phones were paid for and we had a 4 th line which we were paying 20.00 per month for. That phone was not paid for yet. This store was a Sprint store before and at the time we still had our plan through sprint. Bria told me if we switched over to T-Mobile we would get a special offer with three lines on the plan instead of 2. The 4th line would be 30.00 per month after we paid off the 179.00 to pay off the phone which we did. And there was another promo for buy one get one free iPhone 13. They told us we could do that with a mini and a regular 13 so we did. The third phone was going to be a trade in for a 13. My daughter was out of town at school and she went to a T-Mobile store there while we were in the store so she could do her upgrade at the same time. Bria told us that the way they were doing the transaction was incorrect and Bria promised there would an iPhone 13 for my daughter when she came in town in a few days. There wasn’t. Obviously that was an attempt for Bria to get credit for the sale (commission). While in the store, We were talked into getting a iPhone pro + for only 10 dollars more per month and we would be sent a shipping label to return the trade in phone. We never received the shipping label so I called the store and Bria answered the phone and told me to call T-Mobile customer service. I did and they said we can’t get a label and we should do a buyer’s remorse return and re purchase the phone and leave the phone with the store. We did that at the store where my daughter had attempted to do that before. I was told by Brya that my bill was going to be a little less than it was with sprint. Which was 165.00 per month. No! the new bill was 238.34. I called customer service and was told to go back to the store to get them to straighten it out because they must have had access to promotions that person could not access because it does sometimes work that way. Went back to the store waited for an hour to talk to Brya and was told she wasn’t going to have time to help me because she was working with someone else and then would have to leave. I ended up talking to a different person there who wrote down everything and that it would need to be escalated with corporate and he would call me back....

TL;DR Went into the store three times. Talk to Jeremey. Not Steven.

Long Story Our experiences here at this T- mobile varied depending on which “T-mobile” expertise you talk to.

We met Jeremey on the first day, he was super nice, lean, and super helpful. Due to the system issue, we had to come back the next day to order phones.

I met Steven the next day. He was so lazy, did not care, and seems mad whenever I ask a question.

When I asked him about Samsung Flip phone arrival, he kept saying "two to three business days". I asked him again, because this 'Flip' phone is pre-order. He seems he was not aware and said "ok, then it will arrive two to three business days when it release". I explained my situation that I will be moving to different state in few weeks, and he repeats "two to three business days. you have a plenty of time."

While Steven proceeded with the order, he kept saying 'Fold' instead of 'Flip'. So I asked him if he ordered the right one and maybe he can show me the order info. He insisted on signing and getting over with, because he cannot show until I sign it.

After I left the store, I got a text saying my order would arrive a month later.

Unfortunately, I came back to the store later that day again to change the shipping address. But when I showed up, Steven was not happy to see me. I explained why I am here to change the shipping address; Steven just shook his head and rolling his eyes.

It was very discouraging; however, good thing Jeremey was there as well. But the time that I came in, there were so many other customers. But it seems like Jeremey was only one who was working and Steven was only working on one issue. Unfortunately, I waited almost an hour and had to leave. Jeremey was not able to help me but he did explain my situation is better off talking directly to T-mobile customer service to cancel and reorder.

On my third day, I ended up calling 611 "T-mobile customer service" to cancel and reorder without going into the store anymore.

If Jeremey was guaranteed to help me, I would have actually went to the store; but I...

I’ve had issues with my phone; calls not coming in and the woman who was there tonight working has helped me on a few occasions with my cell phone and has gone completely above and beyond to help me get my calls working. I don’t know if she is the manager? but on two separate occasions; tonight and last week, she spent time talking with me empathizing with my frustrations I thought it was just a carrier issue from converting to sprint to T-Mobile; she spent I would say about a total of 3 hours helping me on the phone with customer support. The other representatives not as helpful but I give five stars because of her going above and beyond; thank you again much appreciated! Seriously this girl deserves a raise, not once did she dismiss my phone issues or tell me to go to Apple tell me to go to sprint; she gave the ultimate customer service experience; being someone who has worked in retail/customer service I can tell you it’s more than just a job for her, she genuinely cares about her customers, she literally worked side-by-side with me to troubleshoot whereas some of them will just completely dismiss the issue and pass the buck and say contact Apple or contact Sprint…I failed to catch her name; And I regret that however I’m hoping that this review Not only expresses my gratitude but if this woman is up for a promotion or raise she 100% deserves it; Thank you again for making an excruciating painful and frustrating experience a little bit more tolerable your patience and understanding goes probably farther...