T-Mobile Experience Store — Local services in Shawnee

Over the several years I have been going to this location I go in every single time thinking that it will be different and every single time I am grossly disappointed - but my call in a week ago was the final straw. I have been talked down to, pushed for a sale rather than my needs, sold a warranty that then becomes void with no warning to me on arbitrary means, and been "helped" by people so clearly untrained and unknowledgeable that it's any wonder that they work there at all. The call I made last week was a perfect example of my latter point.

I called to ask a few specific questions in regards to a new phone I was planning to buy - such as availability, trade in value, activation fees for existing accounts, and sim card size. With nearly every single question I asked I was put on hold as the girl who answered went to find someone who had the answer so that she could ask it and tell me. I thought: "Fine, whatever, she must be new. A little inconvenient, but no big deal." After the first two holds she started coming back with different information that contrasted what she told me before, explaining that she "misspoke." Okay, fine, a little annoying, but okay.

Then she starts acting impatient. Like, girl, I know, I hate talking to people at MY job too, but I still do it, because it's my job, and I need to know these things before I drop nearly my entire house payment on a phone.

I then ask if my old sim card for my Pixel will fit into the Pixel 3a that I planned to buy. She just says "I don't know." I ask if she knows who I need to ask to find out, thinking that maybe she would finally pass me over to someone with more know-how instead of running back and forth, but nope. She just tells me to Google it.

First of all. I am calling you up, asking about sim cards, specs, and a fresh off the assembly line phone by name. You honestly think I don't know how to use Google? You think I don't know how to use a computer? You think I want to be talking ON THE PHONE and interacting with people in general like a technologically inept peasant on the Dawn of Y2K? NO. If I had MY way I would just Snapchat the robotic overlord of search engines and have Google answer every whim and question about the meaning of life I had - but it doesn't work that way sometimes, does it?

I already "GOOGLED IT," ma'am. And I couldn't find my answer, hence why I called up the PHONE store, carrier of PHONE services and different models of PHONES to ask you, the human being who works there, about PHONES. Sorry that was too much to ask for, I guess!

Anyway. ...I ended up going to Best Buy, got the phone and a free gift, spent less money, talked to a guy who was able to answer (all five! W o w .) of my questions with no hesitation, and the whole process took less than five minutes.

Now, to give the benefit of the doubt, maybe some confused customer wandered in and decided to pretend to be employee and just answered the phone. Honestly, with how the conversation went, I wouldn't be surprised, in which case this T-Mobile location needs to guard their phone receivers better, but between this and the multitude of other negative experiences I've had at this place, this operation barely deserves the one star I am forced to give.

Have...

This store has the WORST CUSTOMER SERVICE I have EVER experienced! We went to this store to upgrade a phone. Was greeted and told it was going to be 30 minutes. I was asked for my number and if we would like we could walk around outside or even go to other stores in the area, and they would let me know when it was time to return to the store. After about 30 minutes we were sent a text to return to the store and even called to return back to the store. When we arrived the same people were still being helped and one customer left. They greeted me and said it was just going to be a minute. We proceeded to sit there for another 40 minutes!!! (Not sure if they even know what a minute is.) Then as we were sitting there, I received another text saying please return back to the store!! WE WERE ALREADY IN THE STORE!! I watched a customer come in wait 20 minutes and walk back out because he was NEVER greeted and even told “Hello be right with you!” Then waited at least another 30 minutes and was finally helped only to be told they did not have the phone we were wanting. ARE YOU KIDDING ME?!? I sat there watching grass grow only to be told they didn’t have the phone??? I have a solution…..ASK WHAT PHONE WE WERE WANTING FROM THE GET GO ! If you didn’t have it in stock we could have avoided this whole situation!!!! So…..I asked if they could check another store and possibly the TMobile campus (since my husband works there) and they said the campus has 2. I go home and tell my spouse the whole ordeal only to find out the campus does not have a store anymore!!! Good Heavens TMobile…..I’m embarrassed as a TMobile family member to even recommend TMobile or maybe just this particular store!!! I have been in customer service my whole life and let me tell you…..if these were my employees, they would have been fired!! Get it together Shawnee TMobile!! Looks like to me this is an ongoing problem because after this escapade I read your reviews and yup…..you have repeated reviews from even a year ago of this same problem!!! What a disgrace and disappointment! I will NOT RETURN to this store and if you have ANY other TMobile store choice I would do the same!! If I could give a negative star review I would because they did not even deserve a one star!! VERY VERY VERY DISAPPOINTED!!!!! Sincerely, A...

Response back to T-Mobile Branch:

Thanks for the worthless generated office response. We will be sure to travel an extra 30min if need be to avoid your branch! NEW MANAGEMENT is needed at this location Corporate folks!!!!!!!!!!!!!!!! I'm sure Crickett Wireless could use a manager of that caliber.

Again,

Happy Holidays!

Previous Post:

I have been a T-Mobile customer since they bought and took over Sprint a few years ago. I had a cell spot device that needed swapped out. So, after spending quite some time and making several phones calls to the customer service T-Mobile corporation folks ( who were very helpful and knowledgeable ), they instructed me to take my cell spot device to any nearby T-Mobile location and have it dropped off. After the package label was forwarded and attached, I proceeded to this store where I waited for over 20 min to get checked in by the Female Manager (short with glasses, round white gal " wish I would have caught her name"). After taking my name I advised her I was told by "3" different folks while on the phone with T-Mobile (#1 Customer Service, #2 Technical Dept. #3 Customer service Supervisor ) to attach the packing label and drop it off at the nearest T-Mobile store. This store Manager then said she couldn't take the package and it had to be dropped off at a UPS store. After telling her what I was told over the phone by "3" separate T-Mobile employees she then said, well your going to have to wait around 45 minutes before someone can look into my return. REALLY!!!!!!!!!!!!!!!!!!!!!! This manager needs to learn proper customer service skills and get up to date with the rules of T-Mobile. From my personal standpoint, if one of my managers was overheard speaking like she did, I would have her written up and then test her competency regarding company policy.

Just my 2 cents. And yes, I don't write very many reviews. If I could give 1/2 a star that's all I would have...