T-Mobile Authorized Retailer — Local services in Salem

On 2.10.21 We picked up our ordered phone and while the mgr Charles sets it up he started talking about having worked at Verizon and that they didn't how to do their jobs there. He also started talking about how it was sad that others sprint stores including managers have always had to call him whenever they needed help for questions. He also said he didnt mind helping his guys at the store he manages, but when he also gets calls from GM he should get a raise or promoted. My hubby and I though that it was odd, because he should have been professional and not tell us his work problems. We decided to leave the kiosk while he continues to setup the phone and we started looking at other phones. We asked the mgr Charles how much a screen protector for my google pixel 4a and he said it's $39 and my hubby said he will get it. My hubby gives him his debit card then walked away to me. Once Charles was finished he gave us the phone and our debit card back. The next day, I checked my account and noticed he had charged us $84.23, checked my receipt and no amount was on there. It was an oversight on our part that we didn't look at the receipt. I called in 2.11.21 to notify of his mistake, but I was told the mgr was not there and that he would call me the next day. Charles never called, so I called. He said he just got in and once he get settled he would call me back within a couple hours to try and resolve the issue, he never called back so I called again. He said he got busy and that he already adjusted the amount and would see it within 7-10 business days. I called on 2.24.21 because the $ has not been adjusted on our account , but the mgr Charles was not there and again was told he would call me as soon as he gets in the next day, well what do you know, once again he doesn't return my call. I called again on 2.25.21 spoke with Charles and said he doesn't know why its taking a long time to return what he over charged us and this whole time he has not apologize for his mistake. Today 3.1.21 our $ still has not been returned. I will have to call corporate to notify them of how unprofessional Charles has been with talking about other employees to customer, over charging us and has not been...

Due to past negative experiences I avoid going into my cell phone carrier's local store. I can truly say Stephen and Dave immediately made me feel welcomed! Their kindness and knowledge calmed my anxiety. Their gift of listening to the customer's need saved me from making a mistake with owning a phone that I was talked into by the 1-800 customer service rep. Thanks to these guys paying attention to what I needed, I was able to get a nice upgrade without breaking my budget! They didn't try to upsell, they actually took their time to find me the best deal based on my budget.

I went back after my iniitial purchase to get their assistance with setting up my new phone and received the same individual personal care. I highly recommend these guys!

Great job Stephen and Dave -...

Went to this location 4-21-25, before noon. I was not addressed when i first walked in the store and eventually the male associate said, Welcome to T-Mobile what are you looking for today?". My response was I'm looking to upgrade my phone. I was the only customer in the store but neither sales associates approached me. As I continued looking at the displays the female assistant from across the store asked if I had the mobile app and I could go on there to get the prices of phones and find out the monthly payments. I just walked out the store. I came to the store for assistance not to be told to refer to an app. Very poor customer service from the two who were in the store on that...