T-Mobile Authorized Retailer — Local services in Wilmington

The worst customer service ever !! After buying a brand new phone from this location. I came back in two days to ask how I could file an insurance claim for a small chip on the screen, The lady started to look for my information ( the same lady that sold me the phone, Megan her name is I believe, or Morgan) And then she tells me I never signed up for insurance, I am like what do you mean?! Is it automatic when I purchase a phone from you ? She says no , we offer it at the purchase time, I am like, well you never offered it to me, did you ? She says,no, I did , I am saying no you didn't, why would I assume that I have insurance on my brand new phone , if I declined it ?! She keeps telling me she offered it , because that's how they make money , so she would have for sure offered it,( good to know that you are trying to upsell things to make money off of customers, but whatever) , I keep saying no, I never even heard of it , I just assumed if I buy a new phone from a store I have some kind of insurance. I said let's look at the cameras then so you can see for yourself you never brought up any information about insurance or warranty etc. She says yes, let's. Then she changes her mind immediately saying actually she can't access cameras, how convenient. Then she says I was rude to her the day before and being rude now , guess what honey I am a pissed customer that you screwed up to offer insurance on my 500$ purchase, and you are not helping me resolve the situation pissing me off even more , and even saying I am lying? You picked the wrong person to tell that too. I don't lie. Period. I swear on my mom's grave you didn't offer me any type of insurance. Also when she sold me the phone she never inquired what color I wanted , just brought out a black one , I wish I would have seen the options, and then after she processed everything she put my paperwork with a receipt in a drawer, and when I was about to leave, she said did I give a receipt? I said I don't have anything, and she is like oh here it is,opens the drawer ,I put it in a drawer! Ops!....🤦🏼‍♀️So you still sure you are offered me an insurance? Ask yourself. Is it worth lying? And you did not care at all about what I was saying and surprised why I was mad? Well that makes sense doesn't it ? Then I am asking, so what do I do now and she is replying that she can't help me , I am repeating back, you can't help me at all ?! The phrase you can never say in customer service. You offer me some kind of solution, you apologize, you make it work , you never say I CAN'T HELP YOU. Then she smirked and said I can sell you a new phone. The audacity!! She needs to be fired immediately. And never work in any type of customer service.My anxiety was at an insane level at that point! I called the corporate immediately from my car and they apologized and signed me up for insurance right away, and didn't ask for any phone inspection etc, saying it doesn't matter. Guess what Megan/Morgan, a happy customer is worth a lot and you are absolutely horrible at your job, I will also be filing an official complaint on the T-Mobile customer page, as she left me absolutely devastated and so mad. Insane really that I had to go through all that. While it was an easy fix. Funny that in 5 says I also received an email with another insurance option for my phone from Google itself. That also doesn't require any inspection. The location of this store is pretty rednecky too, be aware , other employee ,a woman, grabbed something from the table saying, oh let me move my CRAP out of the way guys, while we were talking, not stuff, not things, CRAP. So unpleasant, the only 2 employees that seemed nice and intelligent at that location were 2 younger gentlemen, that knew what they were doing and always were polite. Megan/Morgan on the other hand, the worst representation of T-Mobile, hope it reaches someone in charge. And measures will be taken . If I didn't remembered her name wright, sorry she didn't have a name tag, she has straightened black hair and chipped pink nails. Thanks...

I hate that I had to give T Mobile a one. I wish I could have given them a zero. From Morgan at the store to customer service at the 800 number it was nothing but piss poor customer service and lies. Went in to sign up for Internet. Was told it would be $60 a month with autopay and no additional charges or taxes. Agreed to it and she filled out all the paper work and entered it into the computer. Got home and hooked up the box with no issues. Then I tried to print something and the printer would not work. I tried logging into the T Life app to see if I could get printer working and was not able to. It kept telling me that based on my equipment it was a business account, which it definitely was not. Stopped by the store and told the employees there what was going on and even showed them. They tried to sent up the T Life account and the same thing. They then told me it was an app issue and to try again later. I did and no change. Mean while they said you don't need to log in to set printer up anyway, it will find the Internet. Yes it did, but would not function due to a server error. Called T Mobile 800 and after they had me try various things said it must be an issue with the printer. Not the case, as soon as I switched backed to spectrum printer went back working. The final straw came today when I woke up to no Internet. Called 800 T Mobile and was told account had been suspended due to a past due balance and I would have to pay $87 to catch account up which included $65 (they said I was not enrolled in autopay) not the $60 Morgan quoted plus taxes which see said would not be added to the $60 and $22 reconnection fee. I stated that I had autopay and was told it would be a flat $60 a month. They didn't care and the above was my option. I agreed to pay the $60 and then cancel service. The kept saying I had to pay the full amount and kept saying I was not paying a reconnection fee for something that I am canceling. By the end they agreed to $60 and I could wash my hands of these shady ass people. Never have I seen such a poor excuse of customer service. ...

Misleading advertisement as well as lack of communication from store and above. I have paperwork showing the deal Beth wrote but not what I am being billed. TMOBILE says “sorry for miscommunication on stores part”

ZERO STARS !!!!!

Manger out of business with no follow up for a week and half.

2 stars for Beth. She spent an hour going thru motions and how to give her 5 stars since she had been getting them, HOWEVER, when ur came time to turn our 3 phones in she says “ ooh we can’t take these, you need to get screen protectors replaced THEN you can get upgraded phones. We started at 1:45pm by 3 pm we have to find a phone repair store on a Sunday. We finally did and they said one phone didn’t need any work. I paid $200 in screen replacements to only return back to TMOBILE BY 5. Beth never answered the 2#s she gave me while driving back to T-Mobile. I entered and was greeted by Devin who apologized Beth left for the day (she advised us to get the repairs and then we would return to get this done) and they had few customers in store and would be with us shortly. We were serviced by your super hero’s Morgan and Devin who truly did all the hard work and should get the commission on our 3 phone and live and insurance and screen protection sale. These ladies stayed 2hrs after closing ti ensure we were up and running. Kudos to Devin and Morgan for giving the best customer service ever at T-Mobile. Word if advice.., look at phones first before starting the longest saga of phone buying -worse than a car dealership . If phones need new screen protector (or-any kind of fix) see FIX FOR LESS ( on...