T-Mobile Authorized Retailer — Local services in Washington Township

Lets start out with that the 5 stars is for Josh, Rachael, and Kara from the store and a special mention for Mari from T-Mobile customer service on the phone call. (Hope Im spelling your name right Mari. Sorry if I am not.) Ok, first off DO NOT BUY THE 5G GATEWAY DEVICE. I would suggest you get a phone service first and see if that works where you would set up a home internet device (the Gateway). If your cell phone works there then, in theory, the Gateway should work as well. Went I got home to set up the Gateway it was on 2 bars of 5G. I stress tested it and it was able to run 2 xboxs, 2 tablets, 3 phones, and a laptop all running heavy at the same time. A few hours later the Gateway was dead. No connection. Nothing. Not even resetting it or turning it on or off worked. Before I saw that the Gateway failed hours after setting it up I returned to the store to get a phone. After being there for near an hour and 3 sim cards later I left with a phone that did come on 15 mins later. However, the service went from 2 bars LTE to 2 bars 5G repeatedly. Then, went totally dead for the rest of the night. Yes. I went back to the store the next day to return everything. They took the phone back but informed me that I had to contact T-Mobile customer service to get a return label for the Gateway. Long story short, Mari was the CS rep I spoke with who took great care to help resolve the issue with who was responsible for the return of the Gateway. After a couple conference calls with two departments and then with the store Manager Josh, I ended up taking the Gateway back to the store. Where Josh showed me that the system wasnt letting him process the return for the Gateway. So, he told me he was going to take care of it, sent me a copy of the return for both the phone and the Gateway, and said if they try to charge me for the service to bring the bill to him and he would take care of it. That is what this country is missing. Damn good people like Josh that are sympathetic and caring about the concerns and needs of people. I am so sorry that T-Mobile dropped the ball with their service or I would be a repeat customer at his store. As for Rachael and Kara, they are awesome store reps that make you feel a part of the T-Mobile family. They are friendly, determined, and funny. Bottom line, I highly suggest that if you feel T-Mobile is the service for you , THIS IS THE STORE for all your...

I wish I could give zero stars. I have been fighting with t mobile for months because they’ve been over charging me. Every employee at this store understands the situation and has respectfully agreed that I have been over charged and T mobile owes me money. The employee who had provided me with incorrect information has since been fired due to their negligence related to my account and I assume multiple others.

T mobile owes me at least $1,000 and no one has taken then initiative to help me get my money back. And in the mean time they expected me to continue to pay for service and for the equipment I currently have.

Well fun fact. I went to Xfinity mobile 2 weeks ago. Got the same about if devices and lines for half the price I was paying at t mobile. In addition, I canceled my acct with t mobile. They expect me to pay them the over due balance on the acct and for the devices I currently have in my possession. I’ve made it very clear that I will not be giving t mobile any more of my money until the proper adjustments are made to my acct. apparently that is too difficult for them to understand or take initiative to fix.

2 weeks in with Xfinity mobile and I have already been credited for being over charged without me even noticing or having to ask.

T mobile is a nightmare and everyone...

I went to this store due to issues with my phone. I told Jasmine the only way I can make calls is when I'm connected to wifi. She correctly diagnosed my sim card slot was bad. I ordered a new phone (not through T-Mobile) but in the meantime she said if added a tablet, I could use the hotspot on that to make calls. I specifically said this won't change my plan or my bill, and she confirmed "everything will stay the same". Well it didn't! Somehow my mobile hotspot got downgraded to 3G, which is worthless. It took well over an on the phone hour with T-Mobile just to get this changed back to 5G and have my rate plan restored to what it was previously. This was a classic bait and switch. I've been a loyal Sprint (before T-Mobile) customer since 1997. These non-corporate stores need to be held accountable by corporate when the eff things up like this.

RESPONSE: So I just called T-Mobile to ask why the hotspot on my phone was so still slow. I was told due to my plan being changed is why. I NEVER WANTED A PLAN CHANGE, NEVER AUTHORIZED A PLAN CHANGE! The bad thing, I can never go back to my old plan that loved and had for years. I hope whoever made money off me is happy, because this absolutely sucks...