T-Mobile Authorized Retailer — Local services in Ypsilanti Charter Township

Most disappointing customer service experience I've ever encountered. Went in to change my phone plan over to my name and ended up having to come back 4 times in a span of 5 weeks. I was persuaded to upgrade my phone that was long over due. Gave me a sales pitch about joining the Experience Beyond plan, so I signed up for the promotion. Traded my phone in and then someone downgraded me to the Essential plan. Spent an hour on the phone with customer service for them to send me back to the t-mobile store. Went back to the t-mobile store to find out that I needed to pay the Experience Beyond price instead of the Essentials price. My problem wasn't about paying it, it was about no one communicating what they were doing and how it would effect me. The process of trading in a phone turned into a sales pitch with poor communication. No one told me that I needed to pay for 6 lines to gain access to this promotion. What the t-mobile workers were saying were not lining up with the billing. Every time I went back in, everything got worse and I would have to come back in to yell at them to fix it. This team treated me more like a sales pitch than a person. Does not make it better that the unprofessionalism of the store surrounds around the employees scrolling on social media in front...

The employees at the store were nice enough, but they provided me with inaccurate information and are not willing to fix their mistake. When adding new lines to my plan this month they told me that I could get a free phone if I turned in my old one. I did that, but turns out they were wrong about the phone being free and it showed up on my bill shortly after (a $450 phone that they said would cost nothing). When I realized their mistake I called them to see what they could do. They told me that I could not get my old phone back and that there was nothing else they could do for me, except give me a free phone case. So basically they stole my old phone and want to make me pay $450 for one that they told me would be free! The manager even consulted the owner and he wouldn't do anything for me to correct their mistake. This is a franchise store and they clearly do not care about customer service. Luckily TMobile national is going to help me out, but I'm so disappointed that this store isn't interested in helping their customers when they make a mistake that costs the customer hundreds of dollars. Watch out for this store. I definitely...

Very disappointing experience at your location. Your assistant manager named Matt was rude and very unknowledgeable. Or at least he came across that way because he didn’t want to help me. When I walked in they were both sitting on the bench playing on their cell phones. I was having problems with my phone bill and all he could do was direct me to call customer service. He wasn’t willing to help me in anyway. He was rude. The first time I came in there last month to activate my account he was rude he deterred me and told me that I shouldn’t even bother. I would assume that a company that is so customer service-based you Would be more particular who you hire. And not only that but people who you decide to put in positions of leadership such as assistant manager… Unfortunately I’m gonna have to start going to the location on Washtenaw even though your location is closer to me. The customer service in this location is just so bad I’m willing to drive extra. Sad. I would give you no...