Rob Finn fixed every single issue we came into his store to discuss. And he did those fixes cheerfully, all while multitasking, helping several other customers, just as cheerfully, all at one time. We are so grateful to have had Rob Finn get us all squared away tonight. Thank you Rob Finn, and thank you T-Mobile for hiring Rob Finn. We wish Rob the very best outcome his future may offer him at T-Mobile or, if such should be the case, anywhere else Rob works. Thanks again, Rob😊!

This place has the worst customer service. Those ladies work at this store turning away valid T-Mobile customers.

Dont go there. Everything you need to do, you can do over the phone. They will charge you extra for doing anything in the store. Four people just standing around and discussing car repairs.

Terrible customer service. Long wait. Keep phones inside a safe and make you wait another 15 minutes to get the phone out of the safe... what is that? Is this a joke?

Went yesterday to purchase a new phone and transfer my service from another carrier, and they were cleaning the store around 6pm and said they werent taking any more customers despite their website showing they were open. They suggested we schedule an appointment, which I did for today. However, the store is closed on a Friday afternoon with an appointment booked! This doesnt show to be good customer service. Very disappointing.

Worst customer service I’ve ever experienced. I asked for a black on black Apple Watch. My rep, had asked help from another rep, and he brought out the wrong one. Sadly I didn’t notice until I had left the store. Within 15 minutes I had noticed and went back to the store claiming that there must have been a mistake. They then said I can return the item, with a restocking fee of $70. I was caught off guard! I explained that I’m not understanding why I’m having to pay a restock fee whereas the rep was the one who made the mistake. Then the manager, with an attitude explained that this is the flagship store (with more than enough hand gestures) and that they are not capable of waiving the fee, and they also wanted to flip the script saying it was my fault? I am so dissapointed.

If I could give them more than 5 star For their customer service I would, Cause they truly deserve it. I spent almost more than over 4 hours because of my terrible situation, amazingly rob and Kevin handled it with unbelievable patience. I can’t thank Kevin enough for all his efforts. he is very very patient. all I can say is thank you! Also rob thank you for taking your time to helping me out. I am enjoying my new iPhone 11 because of this two people thank y’all.

Do not go to T Mobile. I went to this location and purchased a phone and service. The phone never worked so I called customer service and they told me I could return it. Upon returning there phone I was told that I then had to pay $75 for the service plan but the thing is I never used the phone because the phone was broken internally. After talking with store manager and customer service over the phone nothing was accomplished. I told them that I will call my bank and report this as fraud. The next day they credit my bank all but $75 and then yesterday morning they then tried to take $72 from my account for a monthly bill. How when it was supposed to be canceled???? This is theft in the highest form and will be filling a complaint with the better business bureau. And will sue. Be weary and don’t go here

Kevin was great with us. We have 2 different family accounts with 4 phone lines which makes doing upgrades a little complicated. He was extremely patient and very helpful. My husband and I give him 10plus stars!

Justin was very attentive!

The reps were loud and unprofessional. I went into the store to get my information transferred to my new phone, and the machine was down. It took the rep an hour to realize he didnt know what he was doing. He gave me some excuse and sent me on my way. I came home and my 15 year old transferred everything without any cords or machine. Maybe they need to hire him since he is more knowledgeable. Never again, wish I could rate it 0 stars.

Great but slow service. Still 5 stars for the good care that I received when it was finally my turn.

Terrible customer service. Long wait. Three women working and only one or two customers getting served—for lengthy periods of time. The woman who greets you keeps telling you that you have to be served by one of the other two “experts” one of whom has been busy flirting with the two guys she has been helping for the last 45 mins while the other keeps having to go to the woman who greets the customers because she has the answers even though she says she can’t help anyone! Go figure!

Good rep, friendly but gave us incorrect info and the bad organization did not correct it. When talking to other reps you will realize every one will give you incorrect information. The correct one will be the most inconvenient for you. Their international network is terrible and that was the reason I switched to them. The rep also gave us incorrect information while selling us the maximum number of features. Is this good business? No. After 15 years they lost a customer.

My new LG V10 phone suddenly died after a few days - I couldnt get it to power up despite connecting to a power cord. I visited the Montgomery Mall store soon after it opened on Sunday morning. Michael offered to help - he was AWESOME. The phone turns out to have locked up - he figured out how to unblock it and printed out the instructions for me in case it happens again.He also finished transferring the rest of my files that the downtown DC stores were unable to achieve, including my photos, videos, and text messages. Michael was patient and thorough - his technical wizardry is quite amazing. The whole process took over 2 hours but I didnt have to hang around while the files were transferring. I recommend switching to T-Mobile if only to be able to access such a talent.

I went in to set up a new account and the manager Linda and another worker (I cant remember her name) went out of there way to help through everything and were very patient and extremely nice. If you want amazing customer service come to this T-Mobile.

Excellent customer service. Yoshi was most knowlegeable and very helpful to us.

Worst customer services ever

As I can read from other reviews it seems to be the PEOPLE that make this store. Between the manager Alex (helped with my accounts for over a year now - although I had paid for JUMP I never received any notice from TM that I could so I ended up paying for the phone in full but he did his best to help me) and Kevin Clark This store gets 4 stars for the people. Bc I might not have in the past nor in the present given Tmobile, the business, 4 stars but these are the employees that are making your business shine and showing thru actions and follow up that they are devoted to not only the customer but to your brand. They deserve awards!

Worst customer service ever. Manager Kurt was no help. Would not allow us to pay for our item unless we were seen by an associate. We did not need any help we had the item in our hand ready to pay. We walked out without purchasing. . Kurt was unconcerned and not serving anyone at the time.

Andrea was incredibly helpful and easy to talk to. Thank you!

Very helpful associates

Upgraded my wifes phone here today. Received what may be the best customer service Ive ever seen. CSR Ms. JaNeé Chambers went well above and beyond the call of duty to help us straighten out a problem with the upgrade. This store is also a T-Mobile training center (for employees).

One of the customer representative named Kevin was so rude......we waiting on the line for 45min

I have been to this location a few times now for my wifes phone and the most recent trip was to get a new phone for myself. I was looking for the white Note 3. But the store only had the Note 3 in black. The salesperson and the store managers checked up the inventory at other local stores and even called a few stores to reserve a phone for me at a location that had one in stock!They did all the paperwork for me and all I had to do was drive to the other location and pickup my new phone.

Best customer service ever!! Go see any team member theyre great!!!!

This T-Mobile store has helpful and friendly staff.

Ridiculously slow service and the store folks just dont seem to care.

I walked in ready to buy. I was not greeted upon entering & I was not helped or acknowledged when I was in the store. I saw two t mobile employee talking to each other and literally made eye contact with me when I was walking in & still not even a nod or hello. Bad customer service will not be back.

They are disrespectful and rude. Specially Kevin. In conclusion you should fire him.

3 employees: one working, the two others walking around and doing nothing except telling you : youre the next one on the list, give me one minute and thats it20 minutes waiting for nothing, I just left and went to at&t which was at least reactive

Nice services

Great agents

I like this store, they help you so much.

None

I have been a T-mobile customer for 17 years. For most of that time, I have come to this store when I need services, probably once a year. The people there are generally ok and they do have a tendency to lounge around in a kind of low energy mode, which is ok when you dont have to wait. I have come to expect no more than the slow service from this store.Today was the first time I was truly annoyed by the lack of enthusiasm by the people working there. I came to the store at 5 pm with my young son to get his first phone. We had a dinner to go to within an hour, which I thought would give me sufficient time to get the boy the phone. When I got there: three counters were open. First one - counter A, young tech guy helping a couple with phone/sim card issue, seemed to be running into a problem; counter B - another guy helping two people who were in front of me in line; counter C - all the way in the back, this guy Kevin helping another couple. I was the only person in line waiting for one of the above counters to become free.This guy Kevin in the last counter finished with the couple in the back. He moved slowly to counter B, did something on his handheld device, said something to the guy there. I signaled to him that I needed help - he acknowledged me saying he would be with me shortly. Ok, all good. Then he went to counter A, asked the couple with the phone/sim card problem if they got it solved, then started playing with their phone. I started getting annoyed by the inefficiency. There I was waiting - why would it take two T- mobile people to change a sim card? I signaled to him again and said in a pleading tone that I needed help because I had to go to a dinner. He told me I needed to sign in - nobody has told me anything about signing in, there was nothing to sign in with. Then he moved back to Counter B and started to sign in another family who came in after me. I stepped forward and told him I was there before them then this kid Kevin started taunting me: I thought you said you had to go to a dinner. Seeing that he clearly did not care and even tried to punish me for interrupting his lounging around a couple times, I decided to leave.I want the District Manager and the Store Manager to speak to Kevin about this. I have come to the store forever, I am like the granddaddy of that store - its like my tmobile homebase. The way that kid treated me today after I have paid 300/month for 17 years is unacceptable. I know T-mobile does not pay well and people generally dont give a damn about customer service at the stores unless they can upsell a piece of accessory. Today I felt not only mis-treated as a Tmobile customer but also in some way I was singled out as an East Asian man who spoke out of turn to be punished by Kevin. This should never be an impression that T-mobile wants their customers to have. That kid needs to be fired from this location. I will not go back to this place until hes gone.