T-Mobile Authorized Retailer
📡 Internet & Cable · Baltimore
total experiences
replied on google
Most reported issues
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Experiences
Disabled woman refused entry and physically blocked by worker.
Trade-in value changed unexpectedly, costing customer $200.
Customer was refused a phone exchange close to closing time.
Business reply on Google
Hi Deborah! 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. Manager York Rd
First bill was $120 over the quoted price for new phones.
Business reply on Google
Hi Ivan! 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. Manager York Rd
Employee had a bad attitude and was unprofessional
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!
Staff member unhelpful in checking stock at other store locations.
Business reply on Google
I apologize for any unprofessional service you received at 41st Street. That’s not the experience we want for our customers, and it sounds like they fell short this time. Please email me at [email protected] so we can chat! The survey sent to you was for how your service was at York Rd, but your response was a review for 41st Street. lol. You know we will always take care of you at York Rd. See you soon and have a great day!
Staff member was rude and racist towards customer
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!
Difficulty returning phone for trade-in; unhelpful staff
Business reply on Google
Hello, 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!
Customer was misinformed about product availability, causing inconvenience
Business reply on Google
Hello Keara, we apologize for your less-than-ideal experience. We appreciate you being a T-Mobile customer and hope we can win back your trust and confidence on your next visit
Manager having personal conversations while customers wait
Business reply on Google
We’re sorry to hear this Frank. 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.
Charged for unwanted phone protection and repeated SIM card issues
Business reply on Google
Hi Timothy! 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.
Representative added unauthorized line of service and insisted on unwanted device
Business reply on Google
Hi! 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.
T-Mobile charged full price for a phone advertised as $99
Business reply on Google
Hi Amina-Liliana! 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.
Billed for T-Mobile home internet service that never worked
Business reply on Google
Hi Jody! 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 refused to help with Sprint plan, only offered T-Mobile.
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 was not open during business hours without explanation
Business reply on Google
I’m sorry to hear this Queen Tierra N. That’s not the experience we want for our customers! We are doing our best to stay open and staffed properly during this challenging pandemic and want to make sure all of our customers stay healthy and happy. Can you email me at [email protected] so I can get this fixed for you?
Manager refused a discount, claiming nursing assistants are not frontline workers.
Business reply on Google
Thank you so much for stopping pass our store. I truly apologize we couldn’t satisfy all your needs in store. As a store manager, my job is to make sure every one that comes in my store leaves happy, but also explain all plans and policies in-depth so that when a customer signs up they have no issues. Again I truly apologize for not being able to set you up with the 1st responder plan. Per T-Mobile policy, the only people that are eligible for the 1st responder plan are State or local firefighters or volunteer firefighters Local Law enforcement Certified EMT /EMS Ambulance driver, paramedics, or other emergency medical personnel on the scene of an accident or natural disasters. Who’s not Eligible “Hospital personnel”: Except Doctors and Nurses who have proof of current EMS certification Again I want all my customers to leave happy. But also by being truthful to them. Having my rep set up the plan with the discount would have caused a long term issue cause those plans have to be verified. If it doesn’t meet T-Mobile qualifications they will remove the discount and cause your bill to increase. Which would cause you to be an unhappy customer and that’s what we don’t want. T-Mobile doe
Staff gave different prices and charges every time they looked into account
Business reply on Google
We pride ourselves on providing an awesome experience and I would love to hear more. Please email me [email protected] so we can chat!
Employee was rude to customers
Business reply on Google
Hey Joseph Cooper - That's not the experience we want for our customers! If you have any more feedback, feel free to reach out to me directly [email protected]
Store closed an hour early despite website hours