T-Mobile Authorized Retailer — Local services in Southern Pines

If i could give this store and T Mobile negative stars I would. Devine the store manager opened 4 unauthorized phone lines on my account. One was a 3rd cell phone line we never requested and 3 were tracking devices which were free on promo. We told him we didn’t need trackers as we already had apple tracking devices but he insisted we keep them si ce they were free. Come to find out they were not free and they were associated with their own phone numbers so the account could be charged for additional lines. We quickly moved to another carrier within a few days of opening the account and discontinued service but because we did not know all these lines were open we did not know to ask for them to be removed. Once I discovered T mobile was still charging me for service, it has been an act of congress to get the account closed, an account audit and my money refunded. I’m filing a complaint with the better business bureau. They would not provide me with written confirmation or any proof of account closure and would not let me take a picture of the account closure from their in store computer. In addition to calling customer service twice, I had to go to 2 different stores and both stores said they could not close an account. I had to call customer service a 3rd time while in the 2nd store and there was still hesitancy to close the account as well as the issues with confirming the account was actually closed as mentioned above. If you switch to T Mobile I highly suggest completely undestand what they are...

Over the course of 2 days spent over FOUR hours here to ACTIVATE my new phone😨😨😨. I was expecting this to be a pretty straightforward experience as my boyfriend had the same activation issues that I had, just days prior. The same woman who helped me on the first attempt, was able to get his resolved for him in a matter of ten minutes. As soon as I explained the issue and that my boyfriend had the same issue resolved here with a simple replacement of a sim card, she immediately told me I could've done this online...incorrect. Sent me home unable to resolve the issue after two and a half hours of waiting!! She told me that I could go to best buy tech support kiosk....ummm no effing way I'm paying to activate this phone when it's your job to do so at no charge. I returned the next day and was getting help from a gentleman that was seemingly working on my phone for over an hour while multitasking other customers. Thank GOD for Kendrick coming over and taking over.... He had my phone working in 10 minutes and he was able to confirm that the sim card process was just incomplete yesterday, hence the failure of resolution. Kendrick deserves 5 stars for going above and beyond and for getting us out of there in ten minutes. So irate that a phone activation took over FOUR hours, to only take ten minutes when someone who knew what they were doing helped... Never again, except for Kendrick, he...

My experience was good and bad. In the past year this store has probably been through at least 4 store mangers and countless support mangers. Today it was obvious why. I went in there to spend a decent amount of money k ow I was going to upgrade to the new Iphone 13. Starting off everything went well. Then Cameron a employee there got involved. He calls himself the assistant manger no idea why or how he has this title. He was rude from the start. Never once respectful and then when I asked what they could do for me. He continued to be rude then tried to kick me out of the store even threatening to call the police. I asked for the store manger multiple times which he refused. Finally he got her she came out. She got another employee to handle my phone and he continued to talk over her. Even after she left he continued to be rude to me and treat me with nothing but disrespect. I will never use this location again and choose to drive a hour from now on when i need service. By the way they did nothing for me I paid full price for everything. I 100% recommend if you have team mobile do not use this store. I did end up getting my phone and the employee that ended up helping was nice but that is not really the point the manger went back to sitting in the back laughing and joking with other employees in the back while the store was super busy. There is a huge problem...