T-Mobile Experience Store — Local services in Southlake

Terrible abysmal experience. Do not visit this store as Josh the manager is rude and Celeste does whatever she can to get a sale.

I came into the store interested in switching over from my current mobile provider. I waited at least 20 minutes instead of the 5-10 minute wait I was originally told. No biggie as I understood they had customers. Celeste came over and I told her everything I was looking to purchase. I specifically told her I came in to find out how much I needed to pay down. I was not planning to purchase anything. In hindsight I should have went with my original thought. Would have saved me time and a headache.

Celeste the Sr store consultant quoted me a price after running my credit. Based on the price she quoted I decided against my better judgement to switch. She then takes me to the table. We are sitting at the table and her fingers are flying across her phone running numbers and putting in info. I sit there patiently. In the midst of her fingers flying she then tells me I can’t put one of the lines on my plan and also says the price will be double. I tell her Nevermind because I was not expecting to pay that, I had originally came in just to browse. Let me also add I came in an hour before closing. Remember this as it will be important later on. She then says let me see what I can do. Her fingers go to flying again. She then tells me she can get the price lower by trading in one of the phones at fair market value. The price was still higher than the original quote but against my better judgement, I said okay. Maybe I was delirious as I was tired and hungry. Who knows. But it turned out to be a huge mistake. She then takes my payment based on the agreed upon mount and proceeds to port my phone. Let me also add I apologize to the others saying I didn’t mean to keep them past closing and they tell me it is not a big deal because they have to be there anyway. It is now around 8:00 pm. She then goes to the back. She is gone so long, I ask one of her coworkers of she forgot about me. He said I doubt it but let me go check. He goes to the back. Celeste then comes back with a paper that she has wrote numbers and tells me her calculations were wrong and that the price was higher. We were back to double the price.

Now I feel bamboozled as this is the 3rd time she has changed the price. Now my sense kicks in and I tell her I do not want to proceed and to refund me my money. She says okay. They refund me my money. Now here is where the drama ensues. Because she ported my number she has to port it back. She says it will take 15 minutes because at the point I am over it and ready to go as you have wasted my time. I could have went to Lush or been at home resting. She was a 15 min lie. She ends up going to the back and her manager Josh takes over. Mind you he has been lurking the entire time. I never see Celeste again. Now it is just me and Josh. He calls ATT. Him and the agent have an ego stand off where Josh proceeds to tell him that he has been in the business for xx amount of years. The ATT agent ends up hanging up on him. Josh tells me he is not calling ATT back and I can go to a store in the morning. Mind you I do not have a phone that works at this point but does Josh care? Nope. And on top of that he basically blames me saying I was adding things to the order which was not true as I NEVER changed what I said I wanted from the beginning. It was them that kept changing. He then tells me he can’t keep his people there any longer as they need to get home even though it was their fault that my phone got ported in the first place. And on top of that I asked multiple times before they started the process of I should complete the transaction another day since it was close to closing. So basically he kicks me out with no working phone and no empathy for me. This is by far, the worst experience I have had and they are supposed to be an experience store which they failed miserably.

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5 Stars for T-Mobile Southlake Store for Stellar Service in a Sea of Confusion with T-Mobile Business.

When you dive into setting up business services, you really expect the process to be smooth sailing with clear guidance and strong support. My journey with T-Mobile's business internet and phone services kicked off with a promising offer but quickly hit a snag due to some seriously mixed signals from their business customer service over the phone. This review, though, is all about shining a light on the awesome service and support I got from the T-Mobile store in Southlake, especially from three rockstars: Joshua, Dennis, and Ivory.

The deal was an attractive 3 iPhone promo that, according to a business rep over the phone, was totally doable even with lines transferring from another T-Mobile account. Turns out, that info wasn't quite right, leading me down a path where I would end up with 3 extra lines and numbers I didn’t need! The phone side of T-Mobile's business service felt like a maze of wrong info, hours of repetition, and ineffectiveness.

On the flip side, stepping into the Southlake store was like finding an oasis. Typically, stores handle consumer plans and might not be all up on the business account game. Luckily, this was a new Experience concept store that has access to business account information to help (1 of 4 in the nation from my understanding).

But Joshua, Dennis, and Ivory? They didn’t just step up; they owned it. Their help with sorting out the mess with my business services was nothing short of amazing. They guided me through the chaos of returning the iPhones, canceling the internet service, and dealing with business support.

But the drama didn't stop there. Two weeks post-return, I got hit with a $3,500 bill out of nowhere despite the devices being dropped off at the store and shipped back to the warehouse with tracking info. Clearly, processes are completely broken with T-Mobile business.

Yet again, it was Joshua and Dennis at the store who jumped into action to fix this final hiccup, showcasing their exceptional problem-solving skills and commitment to customer happiness. Unfortunately, it’ll take some action on the warehouse side to verify they got the phones, but Joshua got the process kicked off and likely saved me hours on the phone with confused customer service reps. Having consistency with the people who are helping makes a big difference.

This whole adventure really highlighted the stark difference between the fantastic service at the store level and the frustrating experiences with T-Mobile's business customer service over the phone. Joshua, Dennis, and Ivory didn't just show what good customer service looks like; they went above and beyond, showing the kind of support and clarity you hope to get but rarely do.

Their efforts made a huge difference, earning them a massive thank you from me. T-Mobile should take note of the value these three bring to the table and the critical role of providing clear, accurate info and support in its business services.

Big shoutout to Joshua, Dennis, and Ivory: Your dedication, skill, and genuine care have been truly impressive. Thank you...

I can’t even begin to express how grateful I am to T-Mobile for their exceptional support during one of the most challenging phone experiences I’ve ever had. It all started while I was shopping with my young son in Piccadilly, London. Unfortunately, I was robbed—my phone was taken, and I can still vividly remember the face of the person who did it. Naturally, I was in a state of shock, but I quickly reached out to T-Mobile internationally. They acted swiftly, shutting down the phone and connecting me with the insurance team to arrange for a replacement. However, since the insurance couldn’t ship a phone to London, I had to go without one for 12 days. Surprisingly, this turned out to be a refreshing phone detox that allowed me some much-needed mental recharge. When I finally returned home, I encountered difficulties setting up the replacement phone. Several phone calls with T-Mobile agents were required to troubleshoot, and I began to feel frustrated. One of the agents, understanding my situation, suggested I visit a local store for further help. So, I made my way to the T-Mobile store in Southlake, TX, which is located in an outdoor mall. At first, I couldn't find parking in the limited spots available near the front, so I drove around to the back. There, I discovered both outdoor parking and a garage with covered spaces, which were just a short walk from the store—no big deal. Going to the store is when my experience took an incredible turn. The T-Mobile store in Southlake, TX, is amazing! From the moment I walked in, I was treated with care and professionalism. A friendly team greeted me, took my information, explained the process, and made sure I was comfortable while I waited. They even let me know the estimated wait time, so there were no surprises. I was then assisted by Tarsem Brinkley, a calm and knowledgeable expert who guided me through every issue with ease. I had an insurance phone with a defective camera, plus some problems with a refurbished phone. Tarsem handled both situations seamlessly, and his patience and expertise truly stood out. He put me at ease, especially after the stress of the robbery and earlier phone complications. While at the store, I had the opportunity to speak with the manager, who was just as fantastic as Tarsem. We discussed how exceptional the Southlake store is—how smoothly it runs and how genuinely customer-focused the team is. It’s clear that this store sets the gold standard for retail and customer service. This experience restored my faith in retail and people. Thanks to the team at Southlake, I now have a fantastic phone that works perfectly, and a renewed appreciation for T-Mobile. As a long-time customer, I’m even more loyal and will continue to be for years to come. If you’re in the area, I wholeheartedly recommend visiting the Southlake store—you won’t find better customer service anywhere else. A big thank you to Tarsem Brinkley and the entire Southlake team for turning a stressful situation into a reminder of what exceptional service...