T-Mobile Authorized Retailer — Local services in Town of Fishkill

Update: August 6: T-mobile customer corporate experience manager reached out to me and apologized for the poor experience I received and wanted to take care of my problem with my account. Customer service helped fix my problem and adjusted my account. Hopefully, my bill will not change next month.

Beware of Deceptive Promotional Offers. Worst experience of my life dealing with T-Mobile store and customer service. I was referred by my fiance to switch over to T-Mobile as they have better phone service and great customer service. So I took advantage of a Christmas 2023 promotion for the $1000 trade in value if you bring in your current iphone at the Fishkill location. Store clerk explained that if I pay taxes, etc fee of about $250, going forward I would only have to pay for the monthly phone service approx $80 plus tax. Since December, my monthly bills have been adjusted after explaining the $1000 trade in value to every customer service rep as follows; $-43.83-Dec, $77-Jan, $120.83-Feb, $55.66-Mar, $86.04-Apr, and $86.68-May. I don't understand how customer service lead me to believe that they will fix the bill issue every month and reassured me that my bill will only be approximately $80 plus tax the following month and that I would not have to call back. Unfortunately, I have had to call T-Mobile customer service every month to confirm what was explained to me in the store and by the all the customer reps. I was being billed for my new iphone equipment $24 a month and the $1000 trade in value was being ignored. My bill has been changed every month after I explained to customer service what was communicated to me by the store clerk. At one point, I was even told that store clerk set me up in the wrong plan of $830 trade in value instead of $1000 and that is why I was being charged for my new iphone. So they fixed that to the $1000 trade in value. Unfortunately, the next month my phone bill would again include the $24 iphone equipment charge. Called again customer service the next few months and was informed by each person that they would adjust my bill. Then finally in June, I called customer service again as my bill continued to indicate the $24 iphone equipment charge and my new bill was up to $136.85. This time I got another explanation which left me frustrated and confused. I was informed that the December 2023 promotion was for credit towards the new iphone and that I was supposed to be making monthly payments towards that new iphone. Worst of all, I was informed that the trade in value for my iphone was only $250. Unbelievable.....If the store clerk had explained this to me from the beginning, I would never had traded in my iphone since it was working fine and I was in no rush to upgrade. This has been an exhausting ordeal having to call every month during my work hours and no customer service rep knows what they are doing and being lead to believe that I had a trade in value of $1000 since December 2023. I regret leaving my old phone company and dealing with T-Mobile. I feel dupped by T-Mobile's deceptive promotional offer and the lack of employee knowledge about the promotions. What is worst is that no one has called me to apologize and try to keep me as a customer. I provided text feedback in June after one of my customer service calls explaining how disappointed I was with T-Mobile and no one reached out to me at all. I hope customer service will read this review and reach out to me and make an attempt to provide proactive and professional customer service to keep me as a client, otherwise I wil return to my previous phone company. Finally, if T-Mobile customer services reaches out to me and fixes my billing issue for good, I will gladly follow up this review...

I usually use the t mobile store in the poukeepsie galleria and i've always had good customer service in this location, but i decided to use the fishkill t mobile store since it was considerably closer to me. Plus, all i needed to do was buy a phone to replace a broken phone. How hard is that? I came in on a sunday afternoon. After talking with an associate, she recommended a samsung j7. I was told by ths associate and the store owner that the phone cost $225 even though the tag next to the phone stated $250. I was told that they didn't have the phone in stock but that he (store manager) would personally pick it up for me and have it the next day. Next day we come back to pick the phone up. Manager is not there but associate is. She tells me phone isn't in and that it won't be in until later that day. I questioned why i was told the phone was being personally picked up for me and all i got was, "something came up". No problem. I figured i'll give them another chance so i come back the next day. Now neither the manager or associate is there. I deal with another associate who tells me he has the phone and proceeded to ring me up. When he tells me the phone comes to $290 something, i question where that total came from. He says phone is $250 and there is a $20.00 charge for upgrading the phone plus tax. After telling him that the manager quoted me $225 for the phone, he tries to contact him and of course no answer. I had enough with this place, i went to the t mobile store in the mall were the phone price was correctly given and the $20.00 upgrade fee was waived. That manager was understanding and set the phone up for us. We were in and out in less...

If I could give this location 0 stars I would! I went into Tmobile to get a new iphone basically an upgrade. When I traded in my phone I was told that I would get an Iphone XR for 25$/month for 2 yrs for a trade in of my Iphone 6s that per Tmobile valued 24$. However from the manager, Carla, I was told that I would only get the Iphone XR trade in if I picked out a case. I was under the impression that, that was a part of the deal, however, that was NOT the case. The owner told my mother that : The deal was that they would give me 50$ for my Iphone 6s without the need to purchase a case or screen protector. After I was told by Carla that it was of no extra cost to me, the screen protector and the case, I said okay thinking it was a part of the deal that the owner said. Come to find out, I leave the store and see the charge on my bill sheet. I found out that I would be paying 32$ a month. I had to drive far out to the T-mobile store and return the case also finding out that I was charged for the screen protector (that I could not return when I went to the store) btw I did not tell Carla to put the screen protector on my phone she went ahead and just did it. She told me "you won't be able to get the XR without the screen protector or case." All in all, I would not have gotten a good deal from these people because they not only charged me 80$ + without me knowing and they gained money in excess from the selling of my iphone and charging me for the screen protector and case; when I told them I am on a fixed income. Moral of the story: Do not go to this location unless you want to be scammed even their manager, Carla, is corrupt and her co-workers, they were in on...