T-Mobile — Local services in Sunset Hills

Do not go to this store! They manipulate and lie to customers. My family has been Sprint customers for over 15 years and the past few years it seems that every time one of us needs to go in the store for something (new phone, bill inquiry, repairs) the only thing the staff at this location is concerned with is bolstering their commissions, giving no regard to what we as the clients have actually come in for.

I understand this game and usually can brush it off and stick to what I actually need there- this time however, a salesperson told me a bold face lie regarding service he provided my father a few days prior. I will explain below, but this employee, Julian Knight, lied about working with my father when he was in the store for 4 hours- instead saying that it was an employee named Sarah who dealt with my dad, not him. He continued to lie to me about what transpired the day my father was in the store seeking help. My father was completely manipulated and and taken advantage of when he went in to have his new Galaxy S7 repaired, and in it's place activate a spare phone he brought in. The salesman, Julian Knight, did not help him with this menial support task and instead scammed my dad into purchasing a new phone and opening a new phone line! We have the total protection plan on each device, even with the insurance, we still have to pay a $200 deductible for repairs for some of the newer phones. This is something we already knew about and accepted (even though it's just another way for Sprint to squeeze money out of customers). Somehow, the sales associate, Julian Knight, manipulated my father into opening a whole new line and buying a new phone instead of doing as my father asked - which was sending his broken new phone in to be repaired and in the meantime activate his old phone. My father was in the store for 4 hours being put through the ringer. As he was leaving, he heard Julian bragging to is coworker about what his commission was up for the the day ($1,600). Julian had written down his cell number on the receipt for my dad to call with any issues. Within a day, my father called Julian back to tell him he was unhappy with this new phone number and that it really was not going to work out for him. He promised to call my dad back and of course, never did. I went into the Sunset Hills store a few days later for clarification and to address returning this new phone and cancelling this new line. Julian was there when I went in and I spoke to him about what happened with my father. He remembered my dad solely from his name. I pressed him on what the reasons were for setting up a new phone line and making him buy a whole new phone instead of having his own one fixed. As soon as I expressed our unhappiness with the service and manipulation, Julian created a whole different Sprint employee who he claimed worked with my father. This "Sarah" employee was supposedly the one who spent 4 hours with my father and sold him on this whole new set-up. Julian said he was just around that evening, working nearby and remembered my dad being in there. My dad didn't speak to a woman sales associate the whole time he was there- he was exclusively handled by Julian. Julian also lied to me about my dad bringing in the backup phone to switch his account to. He said my dad didn't have an extra phone on him and that's why "Sarah" got him to set up a new line. He absolutely had the extra phone as both he and my father's office staff saw him charging it up and taking it with him to the store. Julian seemed to think I was too stupid to have spoken to my father about who helped, and whose name is on the receipt, and whose personal cell phone number was written down in his own handwriting. When I returned a few days later to complete the return and asked him about lying to me about everything, he lied again! I am completely disgusted with this service and we considering leaving Sprint altogether. At the very least will never return to...

I suppose this store rates 5 stars if you are dealing with an Apple product. The employees were polite, and kind but seemed to really only know Apple products well. I realize that there are so many phones and watches these days but then maybe different employees should be assigned a different product - Apple, Android or Google. We have almost always had Android phones and watches. They struggle with those. I ask everytime that I go in there about T-Mobile's Visual Voicemail and I'm told that it's now free and we all have it. But, what I'm talking about doesn't work or isn't free. They don't realize this has changed nor do I. It's taken me a long time to figure out that we were talking about 2 different things. Selecting message playback order is called Visual Voicemail so I guess I need to ask for the Visual Voicemail that is not free but is transcribed? So, I get very specific and say that I am talking about the Visual Voicemail that shows a transcribed version of a phone call. Yep, it's free they say, except it's not. This is something T-Mobile was providing for free to a Deaf customer. The free Visual Voicemail lets you check your calls and select them in any order you prefer to listen to them. We really depended on the transcribed service and they told us we could call customer service to see if they'd reinstate it. The frustrating part is that we spend hours in the store and make many trips just to get a new Galaxy watch or phone set up. (I think 6 hrs and 2 trips for my recent watch & phone purchase. Somehow my watch calls/texts would show family it was me and sometimes it was an unfamiliar number and they ignored me.) Sometimes, we have to do internet searches in the store for so much of what we want to know. But, the employees have always been patient and take their time trying to help us. So, it's probably a 5-star Apple store for watches or phones. I realize Google phones are newer products but they steer you away from them. But, it's a great phone for Deaf people as it captions phone calls. Maybe the employee should just mention the pros and cons or find out a customer's specific needs first. Some people might really want an amazing camera, another wants to text or email a lot. A person might want a phone for gaming or video streaming features or just the basics. Maybe it would be nice if an employee knew the accessibility features of various phones and watches even if that isn't your biggest customer base. It's the right thing to do. I really wanted to give them 2½ stars just because they seem to really know Apple and not much in-depth about other products. So, again, maybe 5-stars as a T-Mobile Apple outlet, 2-stars for other products, then maybe 4-stars for customer...

From the moment I walked into the Sunset Hills T-Mobile corporate store, I was greeted with a level of customer service that was truly above and beyond. The store itself is impeccably clean and well-organized, making it easy to find what I was looking for. The lighting and layout create a welcoming atmosphere that immediately puts you at ease.

The staff at this location are exceptional. They are knowledgeable, friendly, and genuinely interested in helping you find the best solution for your needs. Whether I had questions about the latest smartphones, plans, or accessories, the team was ready with insightful advice and recommendations without any pressure to make a purchase.

What sets this store apart is the personalized attention they give to each customer. They took the time to understand my specific requirements and offered tailored options that perfectly suited my lifestyle and budget. Their expertise in navigating the myriad of plans and promotions was impressive and incredibly helpful.

Another highlight of my visit was the efficiency of service. Despite being a busy day, the staff managed to attend to everyone in a timely manner, ensuring that no one was left waiting. This level of efficiency, combined with their warm and approachable demeanor, made the whole experience enjoyable.

The Sunset Hills T-Mobile corporate store truly embodies the spirit of customer satisfaction. It's clear that they prioritize creating a positive and hassle-free experience for everyone who walks through their doors. I left the store feeling confident in my purchase, supported by the assurance that the team was there to offer assistance whenever needed.

For anyone in the Sunset Hills area looking for a reliable mobile service provider, I cannot recommend this T-Mobile store highly enough. Their combination of exceptional customer service, product knowledge, and a welcoming atmosphere makes them a standout. A visit to this store is not just about making a purchase; it's about being part of a community where your needs are met with a smile.

Thank you, Sunset Hills T-Mobile, for such a remarkable shopping experience. I will definitely be returning and recommending this store to...