T-Mobile Authorized Retailer — Local services in Westlake

Sales people in this location told us all the promotions we would get if we switched from Verizon to T-mobile. Come to find out it was all a bunch of lies. They told us we could get out of the red, get a discount match and get the free IPhone XR when we made the move. So now that’s it’s been 2 weeks and we were still waiting for the reimbursement to pay off our phones to Verizon we called customer care. We wasted hours on the phone with them and got nowhere. They finally said they would contact the store and the manager would get back to me within 24 hours. I even called the store and talked to Justin who told me he was too busy to talk to me because he had customers and he would call me back within 24 hours. His 24 hours ended 2 1/2 hours ago. It’s absolutely pathetic. I ended up reaching out via Facebook to t mobile corporate and found out everything the store told me was lies. You can’t stack any of the 3 promotions they told us we would get. The Facebook lady was the only person offering a resolution and it’s not exactly what we wanted but at least eventually we should get our money to pay off our phones with Verizon, we just had to get rid of our discount match. This store needs a major revamp, I’m wondering if Justin the manager is ever going to call me back, my guess would be no. Sadly I saw 2 employees at this store basically crawling on the floor so that they weren’t caught by the camera going outside and coming back in when they were not supposed to be. I don’t get how these employees can legally tell you everything you want to hear and you find out it’s all lies. I never would have left Verizon had these people actually told me the truth because we had a better deal with Verizon, just had to pay for the phones. Maybe one day Justin will call me back.... I doubt it...

Really disappointed in this location and the general manager, J. He’s very charismatic and personable when he’s trying to sell you something but was totally blunt about lying directly to my mom and I regarding trackers he said were included “free” when I upgraded my phone one month ago. When we received our first bill less than 2 weeks ago, we noticed we’re being charged $6 + tax for the trackers. Figuring this was a misunderstanding, we called T-Mobile and were told they can accept our return in store (this call is recorded so I’m sure there’s record of it). In store, my mom was given the runaround. Initially the associate told her she could return the devices, until he spoke to the general manager who said she couldn’t. She then had to wait over 20 minutes for him to tell her because it’s not within 2 weeks, she can’t return the devices (even though we only just received the bill for them). She explained she felt lied to because he told us they were free, and he told her “nothing’s free.” Kind of crazy to me T-Mobile would rather nickel and dime us for $6 and some change per month than lead with integrity and keep loyal customers. Be wary and learn from our mistake. We didn’t have much reason to question why with the purchase of a new iPhone two trackers (similar to AirTags) would be included and since he was so helpful, we trusted him when he said “these will be included for free with today’s purchase,” and didn’t explain we’d need to pay monthly for service on them. It’s not something we’d use, so we wouldn’t have taken them to begin with had we known that. Will definitely be looking into switching...

Awful customer service. Would give zero stars if I could. I guarantee all the 5 star reviews are the people that work there. Their manager does not know what he's doing, and their staff doesn't care about you unless you are buying stuff because they get commission off it.

my phone broke, so I called tmobile customer service and had a new one sent out to the store. I had my data sent to my new phone and erased everything from my original phone. AFTER I DO ALL OF THIS, the manager says it's been canceled, and I can't take the new phone...? So then I have to PUT ALL THE DATA FROM THE NEW PHONE BACK TO MY OLD PHONE AND DELETE THE DATA FROM THE NEW PHONE!

When I originally called their customer service line they said to pick it up on the 28th. Apparantly that's also the day it "expires" so I couldn't pick it up. Had to stay and file yet another warranty claim. I ended up being there for over 2 hours for something that should've taken 10 minutes. I have to go back again when the next one gets here, pray for me...