T-Mobile Authorized Retailer — Local services in Wentzville

I went into the store on July 12, I went in to simply upgrade my phone to the galaxy z fold 7, I was told I had to pre-order it because it wasn't available yet, the guy said if I pre-ordered it it will ship the 25th and it is 2 days shipping it would be there the 27th, he also said I would have it 3 days before anyone else. After adding a talk line I didn't need, adding 2 watches I didn't need, and internet I didn't need all under the guise of a "promotion" I did it with the understanding that I would receive it on the 27th. I even told the guy at the store I was going on vacation that night so I would do it if it would be there the 27th. He said "it's 2 day shipping and it ships the 25th" come to the 25th and the money was charged to my card for the order, but the order never shipped. After calling to find out what happens they tell me "it won't ship until the week after, but I can cancel the order and they have them available in store" so I asked what was the point of a "pre-order" then, and explained I never would of ordered the phone if the employee at the store didn't tell me what he told me. He had absolutely no answers, after asking him to cancel my order he said he couldn't cancel my order and only the store could. I proceeded to call the store, and told the guy I wanted to cancel the order and pick the phone up in store. the guy told me customer care had to cancel my order then set the phone down while I listened to him talk to costumers and type on the computer, he then picked the phone up, asked "are you still there" I said "yes" then he hung up the phone. I called back 3 times immediately with the call being ignored all 3 times. I called back to customer care and that's when I spoke to Mark, Mark was absolutely amazing with the customer service, great to work with and talk too, but ultimately told me basically I won't be getting my phone because I won't be home to sign for it, the $250 refund won't be back on my card for most likely up to a month, and the lines that were added that I didn't need in the first place won't even be canceled unless I call to cancel after the devices are returned by UPS, that's basically robbery. The store was absolutely unprofessional, the first customer care agent was unprofessional and unhelpful, and the second customer care agent, Mark, was great, but basically told me the company was saying "screw the customer, we just care that we got out money" I will be canceling my plan of over 10 years, with 10 lines on it because of this situation, tmobile has gone down hill, I also haven't been happy with signing up for the plan with unlimited high-speed and somewhere along the line it was reduced to 50 gigs, I think that was somehow updated with this stupid promotion, but Tmobile is just a joke and the wentzville store is terrible with no clue what's going on and no sense of...

If I could give -5 stars I would. It all started when I received an email about the Work Perks program. The email said $10 a month off the Magenta Max program, waive activation fees. Showed up at the Wentzville store. Showed the salesman the email. Told him I only want to switch if I can get this deal. Spent 1.5-2 transferring and setting up. When I asked are you sure you gave me this deal, he looked and said I don't even know how to set that up. He said he would call customer service on Monday and for me to message him in the evening. I did. He tells me to contact 611 myself. From there I spent my first 2 weeks with Tmobile on the phone with customer service every other day. The guy had charged us 5 activation fees. $150 we should not be charged. I was told that credit would be applied to our account. Go ahead and pay the first bill, it would be on the next. It isn't. I have called multiple times tonight. First call I was on hold about 40 minutes. I got a girl that kept putting me on hold because she was reading it in silence. I was patient. After 20 more minutes, she tells me there are notes of those promised credits and do I know the names of the ppl I talked to. I said I didn't think I had to remember their names, you record the calls and note the files. Several ppl have read them back to me and acknowledged the conversations. How did they all of a sudden disappear! She asked me to hold and after 15 minutes never returned or answered my repeated hellos. I called back. I was on hold 45 minutes. I hung up because I had to go get gas and groceries. Call back. This time recording said it would save my place and call back in 45 minutes. It called back in 20. Then a brief hold. Representative came on. I repeated the history. She hung up. She called back and said disconnected. Then hung up again. I called back. Sat on hold 15. Hung up called back said it would hold my place. It's been 20 minutes and no call back. They don't care about their customers. I do not recommend. I never had this trouble from Verizon. Now I wish I had...

I’m not sure why T-mobile locations and T-mobile customer service don’t link together. I’m being help at this location at Wentzville by Logan. Who advised me I have one month left to pay off my phone and I need to pay it with a customer service agent because it showed a different amount in his system in order for me to upgrade. Once I paid it off with the Agent Logan then advise there is nothing he can do it still show the additional fee on his end. I ask why would you have me make a payment to pay the phone off to turn around and say there is still nothing you can do he then says he didn’t tell me to pay it off when his co worker and people in the store heard him. When I asked for the manager Cameron he says she said she just went on break meanwhile he been conversing back and forth with Cameron and when I ask for her she conveniently is on break. I stayed at the location for another hour Cameron never came out once knowing that her employee was struggling. Needless to say I got a customer care rep over the phone to help and refund my payment but the 2 hours I was at the location the manager Cameron refused to come out. This is horrible customer service and makes me not want to go back to the...