T-Mobile Authorized Retailer — Local services in Streetsboro

My husband and I visited the location this evening and were very disappointed with the service, or lack thereof.

We had trade-in phones for our recently purchased iPhone 17 Pro’s. The link would not work to print the shipping label, however, the T-Mobile site stated trade-in’s could be dropped off at any T-Mobile location.

The rep who was working took the phones, wrote my husband’s name down on a sticky note and said we should see our credit in “a couple billing cycles”.

At this point, we were both shocked that it would take 60 days for the phones to ship to wherever they are going.

My husband asked if she could print the shipping label, somehow send a new one or even just help us get the link to work.

She picked up her tablet and scanned his license and said she could not access the label.

My husband asked if we would get a receipt for the phones we were dropping off and the rep told us “no, I don’t have any way to give you a receipt”.

We decided to take the phones and try again with the T-Mobile site, which is the only way we’ve received any help since last Thursday when we made our first trip to the Streetsboro location.

On Thursday, 10/23, the reps at least tried to be helpful, although, ended up telling us we were better off to order our phones online. However, both reps were dressed professionally and standing at the desk upon our arrival.

Today’s visit, both reps were sitting behind the desk and appeared to be in loungewear, hoodies and sweatpants, without any T-Mobile logos. They were not friendly, and in fact seemed inconvenienced by our presence.

There was writing on the desk, “tmobile rocks”, in what looked like permanent marker.

It just did not feel like a professional environment, let alone a nation-wide company.

My husband and I joked on the way home that T-Mobile is the place to work; you don’t have to have any company knowledge and you can tell customers to go home and do whatever they need on the app.

0/10 customer service for today’s reps, for sure.

We do not plan to return to this store, as two visits in one week proved...

I switched from AT&T to T-Mobile about a month and a half ago with the understanding that my first bill might require some adjustments. Upon receiving my first bill, I visited the store on October 7, 2025, with detailed notes from my initial setup with Jaden (Manager), who helped open my account.

After reviewing my bill, Jaden confirmed that several corrections were needed but explained that he could not make them in-store due to the bill being double the expected amount. He assured me that he would submit a ticket and that I would either hear back from him or see the corrections reflected by the end of the week, as my bill was due on October 11.

As of today, October 14, I have not received any updates or seen any corrections to my account. Instead, I am receiving past-due notifications and warnings about potential service suspension. When I called the store, I was informed that Jaden is no longer with T-Mobile. I spoke with Adam, who said there is now a new manager (Josh) who will not be available until Thursday, and only then can he check whether the ticket was even submitted and its status.

This situation has been extremely frustrating and disappointing. I have been proactive and patient throughout this process, yet I am now being penalized for T-Mobile’s internal issues. Having to re-explain the entire matter and wait additional days while my account remains in past-due status is unacceptable.

I requested immediate assistance in reviewing and correcting my bill and was advised Thursday was the soonest. I am enraged over this...

If I could give a lower rating I would. T-Mobile in general just like the rest are great at selling you the latest and greatest phone but fall short on delivering your discounts and promotions. Going on month 3 now of paying $60 plus dollars because a promotion I was given has yet to be applied to my account. The employees are not helpful. They would rather sit there and make a simple transaction take twice as long with small talk instead getting customers taken care of. Secondly corporate does not give these stores enough access to the system to actually solve customers real problems. After 3 visits, 1 work order submitted by the manager, still nothing is solved and I’m left to pay $60 more dollars each month for a promotion I said I had.

And just before the customer before had a chance to leave the counter the employee, she’s says well let me get to this gentlemen is obviously upset. I told her that was completely unprofessional. After she was incapable of helping me because I’m a “sprint customer” and I was going to have to wait longer for the employee who could actually help me,...