T-Mobile Authorized Retailer — Local services in Stow

Terrible customer service! These guy's are unprofessional! They have such a bad childish attitude. No patience and no respect to put down their toys (Switch, gameboy, and phones) to have a professional customer & employee conversation. I came in to use my insurance to replace my phone. I had to pay $100 for a refurbished replacement of the same phone. It sucks but warranty doesn't fully cover cracked phones. The replacement took a few extra days to arrive and when it finally came and I got a chance to transfer everything to the replacement. I didn't realize I received a damaged replacement phone. My back camera will not focus when taking pictures. When I went back to the store they basically told me SOL. I wouldn't even be this mad, but it's over $150 to fix the camera. Why do I have to replace the camera!? When it was T-mobiles mistake to not fully check if the phone is in working refurbished condition. I even called T-Mobile customer service to explain my situation and they said they won't do anything because I didn't "call in time". I received my phone late in the mail! I even explained to them I didn't think to take a picture right away. I stumbled upon it when I wanted to take a picture a week later. I was offered a "upgrade" by Allen in the T-Mobile store but when I looked at the specs of the "upgrade" it had less than half the storage on my current phone. I even would have still had to pay 40%+ left of the balance of the "upgrade". Not really an upgrade. It's not Allen's fault that's T-Mobile policy... I guess?

Allen was the only one that was professional and was doing everything he could to help.

Edit: Honestly it's every time I've came to this location never had a smooth or easy interaction. Came back today a year later because this store is the closest without driving an extra 15 minutes in any direction. Should have avoided it. Couldn't even get proper help to get my phone replaced. was told to go home and use my wifi on my phone to file a claim on their claims website I was given. not even joking the website told me to to go back to a tmobile store or call the help number for continue help. I called the tmobile store in Cuyahoga Falls and they said would absolutely be able to help me in person. Again I don't know who manages this store but you and your staff are absolutely a joke and you guys should honestly all be fired. if you guys don't want to work go be a burden somewhere else maybe a less stressful jib then hiding in the back. Sorry I didn't mean to ruin nap time. If you want to make it right reach out with an actual direct contact with someone who is willing to do their job. You have lost my business permanently at...

We were shopping for a new phone provider and after a horrible experience at T-Mobile next door, it was late and we were just ready to go home, but my husband said let's just go check out Sprint. We walked in at 7:30 not realizing they closed at 8:00! We walked in and it was obvious the two salesmen were ready to go our guy immediately saw us coming in and sprinted to the back to take his coat off and came running back out and asked how he could help us!! We said I'm sorry are you closing, he said seriously no worries how can I help you! We told him we wer looking to get out of our current plan with Verizon and switch but we're shopping around and asked if he could help us!! He was the most knowledgeable sale rep we've ever experienced.. without even looking at a computer he started spitting numbers at us and after we offered to come back he invited us to his station and started imputing our info so he could show us exactly what we would be getting into if we decided to go with sprint.. needless to say it's 9:00 and we're walking out with brand new phones, a great plan, a bill were very happy with (50$) cheaper then Verizon and I seriously do not think any of this would have happened without Markell!! He got us cases, glass protectors, new I phone 7 plus' s!! We're thrilled!! He sat with us for an hour and a half, and all while helping entertain our crazy 17 month old daughter who was running around laughing and playing the whole time. Also the other sales rep (TJ) came over and helped out towards the end, he also stayed the whole time even though it was 1 hour past close, he offered my daughter snacks and a drink from his own personal lunch, and he was also just such a nice guy, helped activate and trade in our old devices!! I'm telling you 100% we would not be sprint customers if it weren't for these guys.. if your already a sprint customer or if your looking to switch seriously go to the stow store and see Markell and TJ, but especially Markell!! I've never experienced customer service like it!! I'm in the customer service industry and I'm telling you he is amazing!! We have a sprint literally on the corner by our house and we will be driving the extra 20 mins to see him if we ever need anything again!!

Thank you...

My experience with the staff at this store has been absolutely horrible. The staff will seem friendly, but don't be fooled. They can sell you things, but they are utterly incompetent when it comes to actually meeting your needs as a customer or servicing the sale. We were outright lied to with regard to the amount of our monthly bill even though we gave the rep a monthly amount that we didn't want to exceed. When we asked the rep to confirm what the regular monthly charge would be the rep told us he would follow up the next day and proceeded to take the next day off with no follow up. We went to switch a line to a different phone and the staff were so incompetent that it took over an hour and a half to make the switch and an additional line was erroneously added to our account in the process. We spoke with the manager about our concerns and he did follow up with the sales rep, but then proceeded to be completely unhelpful with regard to our concerns. We went to return two tablets that had originally been added to our account under the guise of being within our monthly budget even though they weren't and the manager refused to do so because we didn't retain the original boxes. We were told by the manager that there was absolutely no way to process the returns without the boxes which we also found to be untrue when we called customer service ourselves while we were still in the store. The manager made no effort to call customer service on our behalf to try to rectify the situation. It's really disheartening that we even had to call customer service ourselves despite the fact that we were already supposed to be in a place where people could directly help us. Do yourself and/or your family a favor and avoid this store like the plague!!! Find somewhere else to take your business because you'll only experience disappointment, incompetence, and a complete lack of regard for truly meeting your needs as a...