total experiences
replied on google
Most reported issues
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Experiences
Store employee attempted to overcharge for promotional items and activation fees.
Business reply on Google
Hi, thank you for sharing your experience with us. I’m really sorry to hear about the confusion and frustration you went through, and that’s not the kind of service we want anyone to receive. We understand how important it is for promotions and pricing to be clear and honored correctly. We truly value your business and would appreciate the opportunity to make this right. If you’re open to it, we’d like another chance to provide you with the experience you expected. Please let us know how we can help resolve this for you. Thank you again for your feedback.
employee failed to cancel old line resulting in unauthorized charges
Customer charged for an unpaid phone and forcibly switched plans.
Business reply on Google
I apologize for any unprofessional service you received. That’s not the experience we want for our customers, and it sounds like we fell short this time. Please email me at [email protected] so we can chat! Retail Development Manager Metro By T-Mobile
Store employee exhibited rude and unhelpful behavior during service activation.
Business reply on Google
Hello Mark Contreras, We apologize for your less-than-ideal experience. Our team should always be courteous, respectful, and professional. We appreciate you being a T-Mobile customer and hope we can win back your trust and confidence on your next visit. Please email me at [email protected] so we can chat! Zenon Terry Retail Development Manager Metro By T-Mobile
The business made a billing error during the transaction.
Business reply on Google
Hello Shawn Montez , we apologize for your less-than-ideal experience. Our team should always be courteous, respectful, and professional. We appreciate you being a T-Mobile customer and hope we can win back your trust and confidence on your next visit.
Staff shared customer credit card and photo with unauthorized third parties.
Business reply on Google
Hi Jai. It's disappointing to learn that we did not live up to our high standards for customer service. We are always improving and hope you'll give us another chance to provide better service in the future. We have coached the store on proper procedures when handing customer information and provided feedback about how to reference our in-store device policies.
Store refused to provide a refund for a defective phone.
Store attempted to overcharge for activation and monthly plan fees.
Business reply on Google
Hi Joshua. It's disappointing to learn that we did not live up to our high standards for customer service. Online promotions do differ from in-store promotions and we hope to communicate this better to you in the future. We are always improving and hope you'll give us another chance to provide better service in the future. We appreciate you being a Metro by T-Mobile customer and hope we can win back your trust and confidence on your next visit.
Staff member yelled at customer and made inappropriate comments.
Business reply on Google
Hi Aleliratovar, Sorry for the long wait. We know how important your time is and we’ll continue to improve the speed in which we help customers. We hope you’ll visit us again so we can take care of you. I apologize for any unprofessional service you received. That’s not the experience we want for our customers, and it sounds like we fell short this time.
Staff provided no assistance leaving the customer without a working phone.
Business reply on Google
It's disappointing to learn that we did not live up to our high standards for customer service. We are always improving and hope you'll give us another chance to provide better service in the future.
Staff lacked product knowledge and provided unprofessional service during a purchase.
Business reply on Google
I apologize for any unprofessional service you received. That’s not the experience we want for our customers, and it sounds like we fell short this time. Please email me at [email protected] so we can chat!
Store quoted a higher price than the phone representative
Business reply on Google
Hi Jerry! It's disappointing to learn that we did not live up to our high standards for customer service. We are always improving and hope you'll give us another chance to provide better service in the future.
The business failed to answer multiple phone calls.
Store employee provided rude customer service
Staff provided misleading information regarding insurance deductibles and coverage terms.
employee prioritized other customers over the reviewer for hours
Store sold incorrect phone case and refused to provide exchange
Store provided incorrect screen protector and refused to offer a refund.