T-Mobile
📡 Internet & Cable · Baltimore
total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Customer was promised a discount that was never applied to their bill.
Manager gave false information about return policy and was disrespectful
Business reply on Google
Hello,Thank you for taking the time to share your feedback. I’m truly sorry to hear that your visit did not meet your expectations, as providing a respectful and helpful experience is always our goal. When you visited the store regarding your device return, our team worked to review all available options in line with T‑Mobile’s current return process. We understand your concerns about potential delays or fees, and we always encourage customers to contact Care directly, as they are best equipped to address account‑specific adjustments.I regret that the interaction felt frustrating, and I appreciate you bringing this to our attention. Your feedback has been shared with leadership so we can continue improving the in‑store experience. If you’d like to discuss this further, we encourage reaching out to T‑Mobile Customer Care so they can review your account and assist accordingly.Thank you again for your feedback.
Customer could not pick up phone due to unstated policy
Business reply on Google
We apologize that your recent visit did not meet your expectations. We understand how frustrating the situation was, particularly due to the timing and lack of clear communication regarding the pickup process. We regret that this was not explained more clearly during your initial visit. A credit was provided at the time to address the inconvenience, and we appreciate the opportunity to make things right. Your feedback has been shared with our team so we can improve communication and prevent this from happening again.
Unhelpful staff and glitchy website for self-service
Staff ignored customer seeking promotional items.
Business reply on Google
We’re sorry to hear this Ben Crouch. We always want to take care of you promptly, but it sounds like we missed the mark this time. We hope you’ll give us a chance to provide you with a better experience on your next visit.
Customer billed after cancellation and unable to return equipment.
Business reply on Google
Hello Suzanne, we apologize for your less-than-ideal experience. Our team does the best to always be courteous, respectful, and professional as well as take care of each customer to the best of our ability. 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! - Shanika
Missing earbud in new product box
Business reply on Google
We’re sorry to hear this Paula. We always want to take care of you promptly, but it sounds like we missed the mark this time. We hope you’ll give us a chance to provide you with a better experience on your next visit.
Staff gave incorrect directions to another store
Business reply on Google
_ Hi Tricia! 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. I would love to hear more about your experience. If you would like, can you respond to this email so we can talk more about what happened this day?
Staff allowed a customer to cut in line
Business reply on Google
Hello Larraine, 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!
Phone did not work after leaving the store
Business reply on Google
Hello Scheronda, 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!
Long wait time due to understaffing at T-Mobile store
Business reply on Google
Sorry for the long wait Ms Holmes. 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. We’re sorry to hear this Princess. We always want to take care of you promptly, but it sounds like we missed the mark this time. We hope you’ll give us a chance to provide you with a better experience on your next visit. 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!
Assistant manager gave attitude over a return
Business reply on Google
We’re sorry to hear this Jorge C. We always want to take care of you promptly, but it sounds like we missed the mark this time. We hope you’ll give us a chance to provide you with a better experience on your next visit.
Customer put on wrong plan without consent, then switched to internet-only plan.
Business reply on Google
Hi Penny. 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 did not understand down payment concept or accessories needed.
Business reply on Google
Hi Mr. Brooks! 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.
Slow service and failure to check phone stock
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!
Issue not addressed correctly on multiple visits
Business reply on Google
We love our T-Mobile customers and would like an opportunity to talk more about your visit! Please contact me at [email protected]
Store added unauthorized services and products to customer's account
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!
Sales associate and manager lied about monthly payment.
Third unsatisfactory experience in a row at this store
Business reply on Google
We are so sorry about your experience here. We pride ourselves on providing a top-notch customer experience. Come back to see us so we can make it right!
Staff ignored customer, possibly due to discrimination.
Business reply on Google
We are so sorry to hear about your unsatisfactory experience. Rest assured, this feedback is taken very seriously. Thank you for taking the time to tell us about your experience. Come back and we'll ensure you have an extraordinary experience.