T-Mobile Authorized Retailer — Local services in St. John

Went to this location during the summer for an issue with my series 7 Apple Watch (titanium) connecting to my phone. I also had a grandfather in plan from Sprint as I have been a customer since Nextel, Sprint and now T-Mobile. So approx 20 yrs. Sales girl said she could get my plan $100 cheaper ( I have 5 phones and a watch on my plan). I said I need the SAME package as I needed the hot spot GB for one of the phones my daughter uses for her business. She promised me it would be the same. She also asked if I wanted to upgrade my watch and my phone. Sure… why not. I asked her if it was the series 9 for the watch. Of course it is she said. I didn’t realize til I got home and looked at the box she sold me on a series SE(2nd gen). Why!!! …would I down grade my series 7 titanium to a series SE with cheaper outer parts. After a few weeks my daughter’s hotspot started bogging down because the new plan she had me on was not letting her use as many GB as what she was use to using with the original grandfathered in plan. I had to then upgrade again to the next plan (more money) And the hotspot is still sucking. So then I now had to get the T-Mobile home WiFi/internet for my daughter as this changing of the plans has become nothing but problems trying to be successful with her business. She has used the hotspot since 2019 with NO problems at all. So this lady from T-Mobile has pretty much made my plan go up almost 100 a month with the WiFi and the updated plan has cost me even more money and also with a cheaper watch I’m not even using and went back to my series 7. I did try getting my original plan back but customer service said there is no way I could since it was an original Sprint plan. This lady pulled a fast one on me and the Customer Service rep agreed with me. Or she definitely has no knowledge of what she is doing. A few months later and I’m still bitter about this interaction with this location. Also I looked at my bill and they have the new phone listed on the wrong phone number on my account. So that will be fun when the older phone for my kid tries to upgrade and I have to explain that need to flip flop the phones to match the correct phone number and I’m sure they will be in denial and it will be a whole hassle and hours of my...

I’ve been a T-Mobile customer for 10 years and I received the worst service I have ever gotten with T-Mobile here. I will one never go back to this store. Secondly I will consider to switching to Verizon. When we first walked in no one even acknowledged us at first, and there was no one in the store. So we started looking at phones. We needed a new phone to replace one that had been broken so that’s why we were there that day. The guy came up to us and asked if we needed help and we said yes we would like to get the iPhone 11 or one of the other iPhones that were cheaper. He proceeded to ask us if we wanted the iPhone 13 and I said no. He said “33 dollars a month too much for you?” I laughed but I found this pretty insulting. I then asked for a pair of AirPods but wanted some time to think about it before buying them. He rolled his eyes at us. When checking out he asked if we wanted a protection plan on the phone I firmly said no. Later to find out I was billed 18$ for a protection plan I never approved. he signed us up anyways. He also told us you’re going to need this charging block. I proceeded to say no I don’t I have several of those at home and looked at me like I was stupid and said are you sure? I said yes. I will never bring my business back here ever and I will tell everyone I know not to go here. I’m so upset and mad at how we were treated. I was going to just let the incident go until I received a letter in the mail today that I signed up for this 360 protection plan I specifically said I...

Wife bought new phone which is a big deal for her. She told kid she didn’t want iPhone as she has always had android. kid talked her in to a google pixel which is set up like iPhone. He Said moving her data from her old phone to new home would be super easy.after and hour in the store with failed attempts we left. Went to highland T-Mobile. Within 5 minutes they have everything transferred over and showed my wife the phone they would of recommended which my wife liked a lot more and it was same price. I would recommend staying away from the St. John store. The Highland store is a authorized T-Mobile store and way more helpful and knowledgeable. Won’t go back to St. John location even though it’s a half hour closer. The 1/2 hr drive is worth the service difference by far. So we returned to store and Ryan was very helpful and tried to ease everything out. We are still very unhappy with Zach and will not return to store if he is there. He made a comment to my wife at the beginning say I could sell you anything. Pretty easy to sell things when you lie and tell customer what they want to hear which turns out to be all wrong. Nothing that came out of Zach’s mouth...