T-Mobile Authorized Retailer — Local services in Westfield

I am very disappointed with the service here. Switched to T-Mobile 3 years ago and things were bright and cheery. Over the past 6 months, I have had HORRENDOUS service and experiences at this retailer.

Whenever we would come in, to upgrade one of our lines, there has been an issue. Item not in stock, they cannot see offers on the app on my phone, so they apparently cannot sell me a phone. I bought free replacement screen protectors for life.... something I have taken little advantage of. When I went to get my first replacement, I was told that they do not carry screen protectors for my phone any more, and the "free screen protector replacement" was "a waste of money". They had to order an old one still in stock at another T-Mobile. When I came back for an upgrade for my wife, I again needed a new protector. This time they had them in stock but, could not give me one because "the manager was not in to enter his code". This has been a recurring theme whenever I need a screen protector (only been replaced twice in 3 years).

The last time was the icing on the cake. The man helping me told me that I was in an old and outdated plan, and that he could get me in a new plan that would be 20 dollars a month cheaper, and I would have all the same benefits. I opted to do this. The next bill came in 30$ HIGHER. When I went down to complain, they told me they could not switch me out of that plan because it was a 2 year plan and the reason was that "taxes were not included in the base price".

I am forever done with this location and in 2 years, done completely with T-Mobile. What a poor excuse...

I want to share with my terrible experience in Westfield, Massachusetts. This is my 3rd time going there and every time it gets worse. Last time I came to this store with a problem on Tuesday September 17th at 6:30pm. my dynamic is hissing, so I came with this problem because I have insurance through T-Mobile I didn’t know if they can fix it or I’ll get a new phone. So the girl who worked there, if I'm not mistaken, her name is Soe or Zoey, While I was trying to explain my problem, her friend came in and asked if she was hiring, she switched to him and started talking to him, she said, fill out the application and I'll talk to my boss to hire you, and this guy started telling her the story about his boyfriend, how he dumped him because he thought he was cheating on him….., and I had to stand there and listen to all this stuff, I think that’s wrong I came in first as a customer and he came after me 🤷‍♀️ I stood there for couple minutes and said, sorry, can you help me, and she said, oh, I don't know how to help you, I wasn't taught this. I think that’s ridicules. Doesn’t look she couldn’t help me, looks like she didn’t want to help me! I don't know why such people work at T-Mobile, they disgrace the company and they just get free money...

If I could give negative stars I would. I went there because my phone was dropped in the pool and was not working. The young girl fed me a bunch of lies and after returning to the store several times. And waiting hours while there. After returning home and finishing setup on my phone I noticed that she ended up adding two lines to my account. Nothing about this or anything remotely was discussed. I just needed a new phone. After several call to T-Mobile, it was concluded that this was done to add commission for this person and was done without my knowledge or consent. I still have to make sure the next billing cycle that they are removed and I am not charged.

Please beware. If your parents are older, I suggest they don't visit the store alone. It appears that everyone in there knew what she was doing. They all said "I got you" yup, they sure...