T-Mobile Authorized Retailer — Local services in Stratford

I recently went with my wife to upgrade her phone, as she damaged her previous handset. The customer service representative that day (Jordan) informed us that there was a promotion that offered a free Samsung Smartwatch if she was upgrading her phone - Note: My wife is the primary account holder. At this point, I haven't had full access to our account because I am not the account holder in question, and was given access about 30 minutes to 1 hour prior to this post.

He explained that the promotion would add 15 dollars a month, which would be credited back to my account because of the promotion. He also informed us that "if" we wanted to add a phone line to the account, it would allow my wife to use the watch when away from her phone. She said she wouldn't need it, nor would she need a protection plan for this smartwatch. After all was said-and-done, we were told that we would be looking at approximately a $10 increase to our bill.

I get my first bill a few days later, and find that my bill has gone up by around $50. We have a new phone line added on, and a protection plan was added to the smart watch. Upon returning to this store, I was told by another employee that I would be unable to manage any plan changes from there, as they are unable to make those changes and would require a call from me to customer service. I was also having trouble finding my bill through my account access, since I am not a full access account holder, which not only did they give me a hard time retrieving, but upon pulling it up on their in-store tablets, informed me that they weren't able to print a copy of my bill, or send it to me VIA text or email. They apparently do not have a printer. I was able to take pictures on my phone so I could have an accurate conversation with customer service. At this point, both my wife and I were having issues accessing further information through T-Mobile's portals (and we are connected to a 1gig fiber-optic connection, so connectivity wasn't the issue)

Customer service, after contacting them and spending over 1 hour with their first representative (Crystal), informed me that while they could reverse the protection plan charges, I was now locked into a 2 year agreement for the watch because a line was added and we possessed the watch for more than 14 days - I'm now responsible for something that I never actually asked for, and cannot get reversed because I cannot outright return the watch. Bryan, the T-mobile supervisor told me outright that this issue shouldn't have occurred, and that he would see if he can get the issue reversed. I was told by Bryan that he would contact me today to update me on the status of my request - at this point, I want to return the watch and have my bill return to where it was.

We are now over one week since contacting customer service, which informed me that they would call back today to confirm if I could return the watch and get my money back. I'm feeling less and less hopeful that I'm going to get my money back, and all because the sales representative at this store did not explain the promotion correctly and did not show us any additional paperwork when we initially purchased the smartwatch. In addition, at the beginning of this review I specified that my wife was the primary account holder and that I did not have full access to the account, but looking at all of the documentation, I'm listed as the authorized signer for this addition, which shouldn't have been possible from the start.

Please don't go here to get a phone or service, and don't move forward with T-Mobile. It's been a terrible experience, and hopefully this review helps someone not make...

The T Mobile in Stratford is going to lose customers. I came in the store on Monday January 29th hoping to trade for the new Samsung Galaxy 24. I was told to come back on Wednesday January 31st since I was told that was when I could pick it up. I got there and was told they weren't allowed to release it until February 1st. I get there after work on February 1st and the young lady couldn't find any of the changes that were made to my account on January 29th!!! Over the last 3 visits, I've dealt with 4 different T Mobile clerks who have no idea how to help the customer make changes. They couldn't even print out a receipt because their printers were down offering to send it to my email account which I never got! The entire staff looks all under the age of 25 which was a red flag for me when I walked in. Also lack of clear communication between management and staff regarding the release of new products and when the customer can actually purchase the item. When I come to upgrade a phone, I expect to leave with the new phone that day and not be told to come back the next day or later in the week or be given excuses as to why there was a miscommunication between staff. I will not be returning to the Stratford T Mobile store. The staff has obviously not been trained properly and are not at all...

To be completely honest with you, you should hire more professional people. I understand it can get busy and when you’re working on one, client you greet others I was not greeted when I came in. I was standing around for 15 minutes before another female walked in. She waited five minutes and left, and then a beautiful woman walked in, and that caught the attention of the guy that works there he greeted her and literally was quick to ask another coworker from the back to assist her after having a great conversation with her all cheery and ignoring the client that he was helping definitely gonna be changing services from your store to another store. If you guys can’t clean it up every time I come in there it’s something different higher people that are mature for the job, Take their job I have to speak up and then he tells me it’s gonna be another 10 minutes but they still went on to help the lady that came in after me Clean up your act or I’m going elsewhere whole...