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Experiences
Store staff provided misleading information regarding phone upgrade eligibility and…
Business reply on Google
I apologize for any unprofessional service you received. That’s not the experience we want for our customers. I'd like to address your concerns. You should always get a receipt with every purchase and our VSA Tablets on the counter will allow you to verify and accept the pricing for all transactions before they're completed. I'm sure if you go back to the store they can provide you a copy of your transaction receipt or have it texted to your phone or sent to your email, if you've added it to your account info. Regarding the Flex Upgrade Options, the details of this offer are listed on the MetrobyT-Mobile.com website as follows: "Upgrade in as early as 12 months... to get the same deals as new customers on SELECT PHONES." There are currently 10 devices available including the TCL K32 5G, Moto g 2025 (5G), Samsung A15 5G and the Revvl 7 5G or you can choose to get $150 off any other higher priced phone in our lineup! Also "The longer you wait, the more devices you can choose from." Our current lineup of Flex 12 Month Upgrade Options will likely change as newer models are released, too! This is a great value for our existing customers and is a big differentiator from our competition i
Staff member provided poor customer service and was dismissive
Business reply on Google
Hi Lizzete! 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. RDM T-Mobile
Staff locked the door early and provided inconsistent information to customer.
Business reply on Google
Hi Mario! It's disappointing to learn that we did not live up to our high standards for customer service. I will share your feedback with the store leadership. We are always improving and hope you'll give us another chance to provide better service in the future. RDM T-Mobile
Staff provided poor service and refused to activate a new phone.
Business reply on Google
Hi Jeremy! I'm checking with the store supervisor to verify and pass along your feedback. We are always improving and hope you'll give us another chance to provide better service in the future.
unresolved phone service issues and conflicting information regarding device upgrades
Business reply on Google
Hi Alexis! 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. After consulting with the store, they created a ticket for your issue. If the ticket was not resolved by our Care Team, let me know and I can have the ticket escalated to work toward a resolution. Please email me directly the details on what is working/not working with your device (voice, text, data) at [email protected].
Staff failed to explain product specifications regarding phone charging requirements.
Business reply on Google
Hi Anthony! 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 majority of phones no longer include the "charging plug" to reduce electronic waste and minimize packaging.
customer experienced recurring billing overcharges and unhelpful support staff
Business reply on Google
Hi Keriery! 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. If you have any outstanding issues specific to the store that you wrote the review for, I will see what I can do to help. Please email me at [email protected].
Store employee refused to assist with a verified promotional offer.
Business reply on Google
Hi Amanda! 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.
Customer experienced discriminatory behavior and poor service from a staff member.
Business reply on Google
Hi Shanna! 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 provided incorrect information regarding phone plan and internet connectivity…
Business reply on Google
We pride ourselves on providing an awesome experience and I would love to hear more. Please email me at [email protected] so we can chat!
Customer was overcharged for SIM cards at the store location.
Business reply on Google
We pride ourselves on providing an awesome experience and I would love to hear more. Please email me at [email protected] so we can chat!
Staff attempted to overcharge for a different phone model.
Staff refused warranty service and assistance finding another store location.
Staff provided incorrect information regarding phone porting compatibility.