T-Mobile Authorized Retailer — Local services in Willowick

Went in to buy a new phone on my existing account. The clerk was very unhelpful, disappearing for long periods of time in the middle of the sale for no well explained reason. He also flat out lied to us, telling us that the phone we bought had a promotion going on where a charger, screen protector and case were "included" in the price he quoted us. When we insisted that we did not want these accessories, he finally relented on the case, and the price dropped $60. However, he refused to remove the charger or screen protector, insisting that they were included as a "bundle". After we paid, as he was installing the screen protector, the manager brought our receipt which showed we were charged $40 for the screen protector and $25 for the charger. At that point, he had already installed the screen protector so we couldn't do anything about that, and they refused to refund the charger. He also switched the SIM to an eSIM and activated the new phone, even though we specifically asked him to use a real SIM so that we could get the new phone all set up before switching service over and that had to be fixed. I think the only one who wanted to be there less than we did was the clerk who was supposed to be helping us. Then, the icing on the cake is today I find out he signed us up for $18/mo insurance that we didn't ask for or want, that he didn't ever ask about! I'd go out of my way to go to a different TMO store if...

At first the experience went very well. When discussing the trade in promotions however, and several time verifying that the associate had applied the trade in value to the phone, found out two days later that it was not applied. I had changed my cellphone plan to be able to get the better trade in deal and had thought it odd at the time that he had not asked for the more specific phone information or provide information on how to trade in the old phone and when asked about it, I was simply told that it would come in an email. Now, I had just recently traded in my phone at a different store and they had giving me the paperwork to trade in my old phone and explained how to get again if I lost it. The phone came in shortly after ordering and still no email about how to turn in the old phone. Called the customer service number to be told that no trade in was applied to the account and now the only options are to either return phone and order a new one with the trade in or keep the one that was just received and pay full price for it. Needless to say, at the moment I am not happy and I will not be returning back to this store again for assistance...

I needed a wireless modem whatever you call those things I was moving and shipping wouldn’t give me the timeframe. I needed to get my Internet up so the person I spoke with on chat with T-Mobile said what if we can find one in a store near you I said that would be great, so they found one real close to me. I went in there get it set up. I had to download the app, T-Mobile Internet. However, I couldn’t remember my Apple password somehow it triggered some kind of lock on my phone like it was stolen so I had to come back and an hour. I came back Marcus was who waited on me. He was very very patient very very understanding put up with me showing pictures of my grandson all the time. They found a workaround and I was able to get my T-Mobile Internet set up. All I had to do was plug it in very very good. Customer service can’t think...