T-Mobile Experience Store — Local services in Shrewsbury

In October I went to this store and traded in my phone that had a broken screen for a new IPhone 16 Pro Max. I was told since the phone was broken I would only get $230 for it on my next statement. I hadn't received any money (now 3 months later), so I went to the store 1/16 to inquire. One employee started looking into why I didn't receive the money and said to me "Why didn't you fix the phone since you pay for coverage, you would of received $800 for it" I said I didn't know that and no one suggested it. He then said he had never seen anyone turn in a phone without a promotion going on. Again no one suggested anything to me in October. Sammy (The Manager) was sitting next to him and asked me if he could have 24 hours to look into why I didn't receive the $230 and would call me Friday (the next day). I left the store and he never called. Today 1/22 I drove back to the store and asked for Sammy, he came out from the back room coughing and saying he hadn't been feeling good. I asked if he found out anything in the past week and he told me I should leave and come back another day when he is feeling better! He Asked me to leave?? Wow, so I did. I don't have time to keep driving down there, I just want the money I was promised and now besides being upset I'm not receiving $800 I need to deal with Sick Sammy again another time when I think he may be feeling better....

UPDATE: Juan called me a few days later and said I would be getting a $200 credit on my next statement. I received my statement and only received $170. I was told $230, wasted a lot of my time but at least I received $170. More upset about the fact I could of received $800 credit if anyone suggested me to fix it first. Been with the company for over 30 years, may be time...

So update is needed. Since my visit. I was informed I would receive information on my 200.00 rebate when I signed up for the WIFI service back in August 2024. I was promised resolution by Harold and to date I have not received any communication from them. So now experience at T Mobile is just as bad if not worse than calling customer service. T Mobile and staff should be ashamed for not keeping their word. I will certainly not recommend the experience store anymore.

I walked into the "Experience" store with a attitude because I had spent 1 1.5 hours on the phone with customer service. I was welcomed and was told I would be helped soon. First person was Sammy he asked me what the problem was and I replied I have several. After hearing my several different concerns Sammy stated that's it, yes I replied. We went up to a work station and he immediately went to work on a sim card that had gone bad on my internet service. He was then joined by Harold who was a very funny dude. Well needless to say my back was down in about 3 minutes flat. Harold and Sammy whom is the manager and Harold is a senior advisor. Well these 2 here I will never call customer service again. It is a bit of a distance from where I live but if I never have to speak to customer service it would be too soon. Sammy and Harold are whom you want to service you when walking into the store. I mean I was joking and cutting up with these guys and I am 63. I did notice a couple of other employees and they also seemed eager to help. If they could get 10 stars that would not be enough. They both deserve raises as far as I am concerned. I will certainly recommend that store for anyone. These guys...

ROBBED BY SPRINT STORE EMPLOYEE: First, he tried to sell me a $100.00 Case, no, wait, he didn't sell it, he tried to put it on my bill without asking me, just like he did to me in Feb 2016 when I went in for my upgrade. When I wouldn't let him rob me, by adding accessories to my phone I did not ask for, he decided to rob me by adding services to my bill that I didn't ask for. After he tried to rob me twice in the store, I called customer service, they told me to go talk to someone else, who agreed that I was robbed, and fixed my bill. The same "person" was working at the store in February and April of 2016. I didn't see him last week when I went to the store because my phone had been stolen. The "person" who "helped" me this time, looked like a psychopath. He never smiled, and had an attitude about everything he said. He also had a speaker next to my ear blasting music in my face. When I asked if he could turn it down, he rolled his eyes at me, moved the speaker, then grunted: "so...what do you want to do about the phone?" Sprint! Please stop recruiting employees from the Prison Release Gate! People are whopping out hundreds of dollars a month, and you have crazy people working at your stores???? I do wonder is Sprint encourages their employees to rob...