T-Mobile Experience Store — Local services in Sugar Land

Absolutely the worst service I have ever experienced. They sold my wife a phone for me for a Christmas gift. My wife obviously was unable to get the old phone as a trade due to the fact that I was using it to get the promotional credit. The salesman David told my wife that I would be able to bring the phone back and they would apply the credit. After Christmas she even called T-Mobile and the same salesman called her back and told her no problem bring the phone back they would issue the credit as soon as they got my old phone in trade. Today I go into the store. There's not many people in the store, I had to ask to be put on the wait list because nobody bothered to ask....then I waited for 45 minutes to be helped. It wasn't busy. There were other sales people in the store not helping anyone but still I waited for 45 minutes. When I finally was able to get someone to help me, Erik then told there was not going to be a credit issued for the trade. When I explained what my wife was told on two separate occasions and asked to speak with a manager Erik then told me there was not a manager at the store and I wasn't able to speak with one. He then walked off and left me sitting there for another 25 minutes. I finally called the T-MOBILE customer service help number and then began to tell them the situation and that I was in store but was not being helped, only then did a manager Jacob came up to talk to me. He then told me I would have to pay 75 dollars in order to get the credit. I told him what the salesman David told my wife and they both essentially called her a liar. At that point I was done. The lady from the customer service I had on the phone still on speaker phone at this point because even she was set back by the way they were treating me as well. Jacob told her he would not waive the fee so then she proceeded to tell me that she would credit the fee then and also told me that she was going to get her supervisor on the phone and let him know what was going on. Jacob then walked off and I was again left with no help to which another salesman Zack told me that I needed to leave or they would call the police. I stayed till these jerks took the phone back and got the credit through the main customer service number but I will be switching service providers at this point due to the complete lack of respect and the flat out lies this place told my wife to sell a phone. Don't waste your time at this location. The service is the worst, they are completely rude, and disrespectful in every way. It's pretty bad when even the T-Mobile customer service rep that was on speaker escalated it to her supervisor in order to help me because even she was disgusted by the...

The place was nice the guy that greeted us was great and even checked inventory for us while we were waiting. I already knew what phone I wanted and I got cases and a screen protector before I even went to the store to get my phone. We were then actually assisted by HARA or HERA when I told her what phone I wanted she was telling me why do I want to give up my iPhone 15pro for a Samsung Z6 flip with attitude. Like lady I came here for a phone I want and have been searching specs and issues with it, I knew about and she said well because it flips these issues will arise and I let her know I would be getting insurance she then proceeded to let me know then I’d be getting a refurbished phones if anything happens to mine. Honestly, I was there had made up my mind what phone I wanted way before I got there but, I thought she was in the business of selling phones not to deter customers from buying one. Yes, I’ve been an iPhone user for many years but, personally the upgrades aren’t all that in my opinion, she just kept saying negative things about the phone. I just didn’t appreciate the attitude and talking smack about the phone I really wanted to get as a customer I want what I want. My husband read my expressions I made to her and him and he said we were leaving. We got in our vehicle and just ended up ordering the phone online. Please train your employee on having better customer service skills. It would have been such a simple sale had she not gone above and beyond to make me irritated at all her unwanted comments. She then was complaining to another associate because the store all of a sudden got busy. Please find another job if you do not like your job your attitude is not good to others and just deters people away and the company is loosing sales at that location! I rather wait for my phone to get shipped to me than to deal with a...

We were lied to repeatedly every time we went to this store. We signed up for the "iPhone for life" plan and we were told 15+ times (because I kept asking to make sure I didn't hear them wrong) that whenever a new iPhone came out we could come and get it regardless of how long we were into our contract period. And of course when we went to pick up a 6S after we had our 6's for a year, they told us that we weren't allowed to do that! They said we would've had to pay an extra $10 a month for that option which they never told us before. In fact they said we could exchange phones with NO EXTRA charges. Every time I've called customer service at this store and their big call center, I've gotten different stories from every person. There's no consistency with these jokers. I don't know how they're still in business. They have no concept of the customer being right. All they want to do is take and steal as much as they can from you before you wise up and switch carriers. On top of all the lies and frustrations, they jacked up our bill $20 a month for the last 4 months of our lease for no reason and with no explanation! I write this review as I'm sitting waiting in their store for a customer service rep to help me return my phones (I've been sitting here for 30 minutes). I've seen at least 3-4 reps doing absolutely nothing with a large line of people waiting to work out their problems. So needless to say, their customer service is deplorable. We switched to Verizon, are paying $70 less per month for a comparable plan and phones, and never once did we have to wait more than 10 minutes in their store. Their customer service is great and sprint is horrible. I wish they could get sued for lying to customers and for practicing a deceitful scheming business. I will never recommend sprint to anyone, even people I don't like. Stay away from...