T-Mobile Authorized Retailer — Local services in Town of West Seneca

I switched over to T mobile in June of 2022 after being a long time AT&T customer. First few months the service was decent and then I had nothing but constant interruptions on both home internet and cellular service with zero service at times while trying to work. I called T mobile multiple times about this issue and was told a different reason each time of why my service was poor. After about 2 months of constant issues, trying hot spots, etc., I found out the retail associate at this store signed me up using the wrong address and promised me great coverage in my area when switching. The 5G tower in the area I actually live is damaged / outdated and wont be operational for 6 months. I ended up having to cancel my internet services and change carriers due to coverage issues and constant interruptions. I was being billed for 5G internet and cell service when I was only receiving poor 4G LTE service where I live. This was confirmed by T mobile. I went to this store to talk to the manager about this and he was dismissive and not helpful or understanding at all and just said the associate that signed me up under the wrong address does not work there anymore and there was nothing he could do and to call the 1-800 number.. When I signed up for T mobile I traded in an iPhone 10 that was paid off for an iPhone 13. The deal was they gave me $800 off of $1000 for the new iPhone. I was to pay $200 spread out on my bill for 24 months to cover the rest of the phone cost. When I was FORCED to leave T mobile due to constant coverage issues, to no fault of my own which was proven and admitted by T mobile, they told me I would be charged $654 for my phone and that the promotion is no longer valid since I was leaving their service. After multiple calls to their customer service number, I explained the multiple month long service issues which were documented on recorded calls and how unfair that was to stick someone with a $650 bill because of their terrible service. T mobile agreed to cover the remaining balance of my phone and not to charge me because they could not give me my old phone back or a comparable model. I was told multiple times I would not be responsible since it was not my fault they signed me up for service at the wrong address and that the 5g tower where I live was not working correctly. T mobile was not honest and has since charged my bank card $654 for the phone. I have called 20 times about this and keep getting the run around from customer service which is only overseas with no USA help and told they did this in error and would refund the money and ill see it on my account in 24 hours. That was nearly a month ago now and I still dont have the money back after being promised 9 times now. Customer service is terrible and this retail store is rude and completely unhelpful and tell you a different story each time you're there or call them. They take zero responsibility for their mistakes and just say a rehearsed line to you when you explain what happened and dismiss your concern. Incredibly disappointed in T mobile and this store. I will never consider coming back after the issues ive had. Zero accountability or responsibility for...

Was my first time ever buying a brand new phone, I came here yesterday a little before 7:00 I planned on buying a Google pixel 7 pro out right and opening up a new phone line because I planned on switching carriers. The young man taking care of me seemed like he was kind of new. He was asking the woman Noelle questions on something with the tablet. Instead of her giving him a direct response she sarcastically went "what did I tell you? What did I tell you" which already to me was rude especially when there's customers in the store. I waited OVER an hour just to be told the tablet isn't working. They told me to come back today but I am not going to. I left work early yesterday, drove all the way from my work in Tonawanda to West Seneca so I could.make it in time before they closed. Just to be told "oh you're the first person this happened to today" I'm not coming back since thar was the only day I had to go when I worked 9 days in a row. Not a good first impression of T Mobile. I'll go take my 1000 dollars and spend it elsewhere.

Also Noelle didn't even stay out there to attempt to help resolve the issue. After she was done taking care of someone she went in the back and basically didn't come back out. I'm sure she could of at least helped or explained better what the situation was. Especially when he went back there to tell her about the tablet issues and she didn't even come out to...

Salesman care more about commission at the end of the day than they do the customer . After calling Tmobile to sort out an upgrade I came into this store to finish the process in person . All I wanted was a simple upgrade, nearly immediately I'm being pushed into opening up a new plan that will supposedly save me money in the long run. Yet the new plan was 25 bucks more a month and I would have to open an additional line . Why the actual F do you think I need two phones just for myself ? How does me upgrading to a more expensive plan, with an additional phone save me money? It made zero sense , to even my wife this made zero sense . Then we are going to add a down payment because of my credit . My credit which wasn't ran , there was zero notice even of a credit check... which also is in the 700s. Last I checked , that doesn't usually evan warrant a down-payment for a cell phone . I left the store , wasn't about to be taken advantage of and immediately called Tmobile directly to do the upgrade. They informed me no down-payment was required , opening up a new line wasn't relevant or necessary, and I only paid 75 bucks all said and done . Versus the 370 that the salesman was trying to charge me . I absolutely reported this to Tmobile as well.

As soon as they tell you they are going to get you a great deal. Just assume that great deal is benefiting them, not you...