T-Mobile Experience Store — Local services in Round Lake Beach

Horrible attitude would give them a negative if I could. went in for a phone that got shipped from the company to exchange a phone and got told to pick it up at the store. Days before we were on the phone with the company and we had no problem describing the problem and fixing the problem but when we get to the store one of the employees there was a white girl with glasses already had a bad attitude when walking in and on checking the phone I was exchanging, she then proceeds to “inspect” the phone right there but doesn’t check anything or do anything. She then goes to the back for the phone we came to pick up and says we couldn’t get anything bc we didn’t do “insurance claim” but we had already called the company and told them why and what we were exchanging the phone before we even went to the store and we were confused because we were just told to pick up the phone and give them the one we were exchanging. so she goes and gets her manager (Jorge) and he gives a nasty attitude when he approaches “so what don’t y’all understand” we were explaining to him and he was just giving attitude to the point where we were arguing in the store even other customers who were waiting walked out. While we were asking him and kind of going back in forth with this manager I over hear his employee the white girl with glasses talking and laughing about us. So I told her loudly what was so funny and to stop talking bad about her customers. But the manager told me I was “squaring up with his employees” when I simply just confronted her for not having good customer service at all. I continued talking with my sister and boyfriend about the behavior and got kicked out bc I was “trespassing” at the point according to the manager and “squaring up” when I simply just wanted to get helped on exchanging the phone....

I called in advance and asked if they could help me access my daughters T-Mobile account. She is incapacitated at the moment. They said sure but I have to bring the phone down to the store. I said okay what else do I need they said the password and the 4-Digit pin and I said I have those they said okay come on down. When I arrived at the store I walked in there were 5 Associates and 5 customers the manager who was working the door with his tablet checked me in took my name and told me to please wait in the car. I asked how long it would be and he said maybe 10 minutes - Juan the person you talk to on the phone is just wrapping up and I will call you as soon as he's done with his customer. So I went back out to my car and waited. 10 minutes past and then 20 minutes past and then the news on the radio came on so I figured I would wait a little bit longer. But after 43 minutes I decided to go back into the store and Kevin the manager was still there most of the customers had left and the person that was supposed to help me Juan was already on break. So even with logging me into their tablet and taking my phone number they were unable to even call me in on time so I wasted over an hour with drive time and got nothing done. Because they were unable to figure out how to get into the account even though I had the passwords and the PIN numbers. And during my call I actually explained exactly what was going on and what I needed done and they told me sure we can do that come on down to the store. So I rarely give a poor rating but this store definitely...

Our experience was terrible start to finish. My husband already has a sprint account so all we wanted to do was get my line off my AT&T plan and add me to his account. It took over 4 hours in the store which is insane. This is such a simple request. Each time our sales rep walked away and came back, he had new information of a new promotion or new trade in value. He wrongly informed us that my phone was worth a full trade in value of an iPhone 12 which we later found out on our bill. He also put me and my husband on two different phone plans on the same account which is not what we spoke about - again later found out when we checked out bill. He adamantly yelled on speaker phone at the AT&T customer service lady he needed some code when lo and behold, he did not and had to bite his words... after raising his tone that's he's been doing this for 10 years, etc. etc. We had to go back into the store, speak with someone else who said they can't understand what the first rep did who was 10 feet away and try to fix things. He said he escalated to management which did not happen only for us to have to call Sprint Customer service to try to fix the heaping mess over the phone. This took literally hours of our time for what should be very simple. If the customer reps are this unsure and untrained on what to do, they should not be handling customers on their own. I wouldn't wish this experience on anyone and will never return into...