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T-Mobile
4912 S Northwest Hwy Suite B, Crystal Lake, IL 60014, United States
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jo
Review №1

Awful experience. No one there gave me any correct information about adding a new line with promotional offers. I dont even know where they are getting their information from?? I go in store, and get told i wont get charged anything but that they need my card on file just in case and then the next day, i am charged $104. No one explained this to me. Not even the supervisor there. Everyone is so impatient there the staff just wants to go home. The only quality service you are going to get is by calling the online customer service numberEdit: I called Mike at the Tmobile store in Wauconda. He is excellent. He told me everything I needed to know in under 5 minutes and what he told me matched what the online customer support reps told me. DO NOT GO TO CRYSTAL LAKE. I am just warning you the service here is not acceptable.Advice to supervisors at the crystal lake location:Update your employees on areas involving:MilitaryCurrent promotionsCredits/debits when adding a new number and trading in phonesThe time it takes to verify military credentialsDown paymentsOption to put trade in credit towards Bill or equipmentTaxes and fees included with purchasesAnd for the love of godDont tell someone they arent going to be charged for something and then the next day a $104 purchase is shown on your bank account to Tmobile

Ka
Review №2

Horrible. I am a longtime T-Mobile customer and this is the second time I walked into this T-Mobile store. in both occasions, I felt like I was there as an inconvenience. I walked in and did not receive any greeting such Hello, Ill be right with you ... nothing. on my first visit, i stood there looking at phones waiting to be served for over 30 min. The sales person who finally came to me and he had no clue about the Sumsung phone I wanted to purchase as an upgrade. He didnt have answers to basic product questions I had. the second time I stood there for about 45 min again with no acknowledgement from the 2 sales people. My experiences at the old T-Mobile store, right next to Chipotle, were good. Ive never had any bad experiences there or was made to feel like I was a nuisance. The sales folks need customer service training as a first step and they also need to be trained on new cellphone products to better assist customers. I will not step my foot in there again. I rather drive to the Algonquin T-Mobile store or change my Cellphone provider all together.

Ri
Review №3

Awesome prices, friendly staff w/knowledge and experience. Very clean and quick but amazing service.

Ha
Review №4

Griselda was very helpful and kind. She was knowledgeable on product and the plans available. Brendon the manager was great as well. They made my switch to Sprint fast and pleasant. I would highly recommend this Sprint store and its staff.

ta
Review №5

I went into the Sprint store on Hwy 14 in Crystal Lake to have an issue resolved. I ended up having to speak with the store manager Brendon Kivett.Brendon was by far the best manager for a cell phone service that I’ve encountered in my entire 25 year experience of having a mobile phone.He was knowledgeable, polite, interested and gave me valuable advice. These are things that I, unfortunately, have come to not expect from any service industry. Needless to say I was extremely pleased with Brendon and will be returning to his store happily for any cell services that I may need in the future.I’ll also be recommending him and his store to anyone who asks for good cellular service.

Li
Review №6

TOM, GRISELDA & ALEX were the best !I am so impressed with there customer service.I admit I was worried, but there was NOT a question they couldn’t answer.

Ma
Review №7

My husband upgraded my phone online but I decided to go with a different one so I called the Orders Department at Sprint and asked them what to do. They said that once the phone he’d ordered arrived I could take it to any Sprint store that accepted online returns and gave me the location of a store that would be able to do that. I was pretty excited as I hadn’t realized a new store had opened right in Crystal Lake. The phone came a couple days later and I took it to the store. I began explaining the situation but was stopped before I could finish. They said there would be a restocking fee and an activation fee and seemed put out that they had to deal with it. I explained that I already talked to someone at corporate who told me there shouldn’t be added costs associated with exchanging a phone as long as the package hadn’t been opened and I took it to that specific store. After going back and forth with the 2 associates I asked that they call the Orders Dept so we could straighten it out. They refused but gave me the number so I could call myself all the while telling me that the Orders Department didnt know what they were talking about. I called and spoke to a helpful man, I didn’t catch his name so we’ll call him Jake. He told me that there should be no restocking fee or additional activation fee as the package was unopened and it was within the 2 week return period. I put him on speaker so the associate I was working with could hear. Let’s call him Gus. As Jake explained to Gus why I should not be charged anything additional Gus began shaking his head, rolling his eyes and became extremely rude and argumentative without a single care that this was going on in front of a customer. His unprofessional manner continued so Jake told me he would handle the exchange on his end and apologized for the entire experience. I felt bad that he’d been treated that way but was grateful that he was able to handle the situation on his end. My suggestion would be to avoid going in to this store if at all possible.

Ma
Review №8

I upgraded my phone at this location last month, and the staff is so helpful and knowledgeable. You can tell theyre not just there to sell you something, they take the time to listen and really make the effort to give you what you need, not just what they want you to buy. Ethan took care of me, and was outstanding!

Li
Review №9

My husband and I are first time customer and.........Sales associates need more training on dealing with an issue which is in theyre part. I have been and still im waiting, two months or more for them to solve my husbands issue about a phone he hasnt received and my husband already payed for the down payment for the phone. If we dont see any progress, we will be switching to tmobile.

Ja
Review №10

Very knowledgeable and friendly staff. Went in to add a person to my account and worked out perfectly. I had tried the on line service but that was a disaster. Much better talking face to face in person. This review was when the store was Sprint. Since T mobile took over I left Sprint service after being with them since they were Nextel and went with Verizon.

Ph
Review №11

Felt like I was at a used car dealer. If I didnt inform them that I was aware of the specials they wouldnt have put them in the quote. They were trying to get every last dollar. When I complained the price came down some. Still not as much as I was entitled to. They quoted $215 a month for 3 lines and equipment. I got it for $135 online direct. Total scam. Shop around people and educate yourself. Should be shut down.

Ma
Review №12

Good staff was able to fix the activation problems with my new phone.

an
Review №13

Dont get liquid glass protector. The sales person convinced me to get liquid glass protector, told me it was scratch resistant, pretty much bullet proof, so they applied it and with in the first day I got a very noticeable scratch on my screen, I called, they told me to bring it in when I got our 2nd phone we had to order, they accused me of doing the scratch to the phone and they couldnt help me, I had to call the liquid glass company for a replacement screen and they would tell me where to send my phone to get screen replaced if I wanted. They didnt want to setup our 2nd phone, they expected us to do it, until we told them to please set it up and transfer data. Not very service friendly.

Ja
Review №14

My brother ordered iPhone X online and was informed it was in stock and ready to pick up in a hour but we go and wait 10 minutes to find out there is actually none in stock and his money will be refunded in 24 hours. Really?Not to mention the employees were super unprofessional and while one of them was talking to us about the situation the other 14 employees were in a group joking around and laughing loudly and I couldn’t even hear the person helping us due to the loudness. Honestly thought it was customers but was pretty disappointed to see the source of the noise was actual employees. Come on, be professional. The least they could do was pretend Sprint is a good, professional company.

Tc
Review №15

Good customer service but expect to be here for at least 30 minutes for just about anything.

Ul
Review №16

The peole at this Sprint store are very helpful and friendly towards you. This is also a corporate Sprint store so they help you with anything you need. I recommend coming to this Sprint store for any help.

Ja
Review №17

Got service here service was really helpful and professional too theyre very good @ what they do and are trained well good friendly people here

Er
Review №18

Service was good however some of the staff need more education on their product. I felt like they were a little lacking on the info dept.

br
Review №19

Amazing staff, Dien was super friendly. Very informative, and went above what he needed to doProps to Dien, A+++ service

A
Review №20

Good, helpful people.

V
Review №21

Went in for an upgrade and to add a line. Worst experience ever. Lady rep and manager couldn’t even explain plans or help. I regret even continuing with a phone purchase. They took forever. We left for lunch and came back. They still weren’t done. And in the end 2 months later and a messed up bill- come to find out that instead of putting all the lines on one plan- they did the upgrade, added the new line and split the account up into two plans. So 2 phone lines were on one plan and 3 other phone lines were on another plan. Resulted in a messed up bill and a lot of time on the phone.

Ma
Review №22

Great lady waited on us. Corporate needs to treat there customer who have been with them along time need to get better deals.

ed
Review №23

Horrible service. Employees and management fail to tell you what to expect, they fail to follow through, they fail to communicate anything to anybody including their own corporate people, and they flat out lie. If youre planning on having them buy you out, dont! Youll just end up with a headache, and out a whole lot of money. Your compensation for the contract buyout comes in the form of gift cards which came very late (because of employee) and have so many rules and difficulties attached to them that theyre as good as useless most places you try to use them. Dont bother with this place.

al
Review №24

I usually go to the Woodstock store but this time I ran to the crystal lake store for convince. I ended up adding a new line and getting a new phone they ask multiple time if we wanted insurance on the new phone I told them multiple times no that I do not want it and made it clear as day that I didn’t want it. About 2 weeks later I get a email stating that I had insurance on my phone. I called to cancel it and I got told I had to come into the store to cancel it . Which is stupid. Because I didn’t want it in the first place. Well I ended up going to the Woodstock store and once again they fixed what they messed up. ( this isn’t the first time the crystal lake store messed something up and tried to get more money from me )I will always go to Woodstock and never crystal lake. If I could give 0 stars I would

Br
Review №25

Friendly, well knowledgeable. Highly recommend.

I
Review №26

Too bad there arent negative stars. I went here to take advantage of their advertised $29 cracked screen repair service. I was told by Sprint (online chat) that ALL stores have this service! When I went to this store, there was a big sign advertising this service right behind the service desk. I walked in and asked the staff person behind the desk about the service they had clearly advertised on the wall right behind her. I was told that they do not have this service available at this store. In fact, the service is only at a limited amount of Sprint stores in our area. She told me the nearest store is only 20 minutes away! It isnt only 20 minutes away, its more like 40 min. away. I questioned the ethics of having a big poster advertising the service and then not providing it, kind of like a bait and switch tactic (we cant service that phone here, but you CAN upgrade it!). When I questioned her on that, the manager or assistant manager or wannabe manager strolled up and was very arrogant and condescending to me. Not once did he offer any solution other than driving the 40 minutes to another store or sending it in and being told very smuggly that if I do send it in, its going to cost me $200.00. I am not a fan of Sprints customer service generally speaking, but my adventures at this store solidified my distaste for Sprint. If I ever choose to go to a Sprint store again, I will drive that extra 40 minutes so that I dont have to deal with the representatives at this particular store.

ti
Review №27

I wish I could give a negative star but I cant so Ill do it here----☆☆☆☆☆WORST SPRINT STORE EVER BEEN TOEVERYONE WORKING THERE ARE JUST ON THERE PHONE LISTENING TO MUSIC OR TRYING TO AVOID HELPING CUSTOMERS

De
Review №28

Ethan, the salesman, was the only reason I didn’t completely lose my mind and smash a window. The level of competence and customer service here is abysmal.

Cy
Review №29

After walking out of the sprint store in McHenry I went to Sprint in Crystal Lake.Daniel helped me purchase a new phone and couldn’t have been nicer. Would definitely recommend that store!

mi
Review №30

Very helpful people

Br
Review №31

What is wrong with all these Sprint stores? ?? Cant just buy a phone anymore! Drive half an hour to pick up phone ordered online only to be told they have none in stock. ..What? I bought it. ..online....through Sprint. ...who said it was in stock. Where is my phone? ????

As
Review №32

This place should be shut down. The rudest assistant store manager I have ever had to deal with. KaSandra DeGraffenreid, who was obnoxious and rude with me on the phone yesterday, so I decided to visit her in person. Waited for 20 minutes, for her to get off break, only for to direct me to yet another Sprint store to have the phone repaired. While I was waiting, another employee decides to patronize me, and yet another decides to come interrupt my conversation with Ms. DeGraffenreid after I waited 20 mins to see her.So far we have been told to bring it in to Sprint, take the phone to Apple, Apple told us we have Sprint Insurance, and therefore, we should have been told to take it to a Sprint Repair center.THIS STORE IS FULL OF THE WORST CUSTOMER SERVICE SALES AGENTS, LED BY THE WORST ASSISTANT STORE MANAGER EVER.

Da
Review №33

Would give zero stars if I could. Staff doesn’t care to help you. I guess all the reviews are true. Wanted to return a brand new phone I got online and they didn’t want to help me. Told me to do it online it would take them months for them to return the phone so basically just lazy in my opinion.

Jo
Review №34

My experience here is always negative. The sales people are always trying to sell you more of something you dont need. They promised me half off on my phone if I spent a certain amount in accessories. So I did then all the sudden they couldnt get that promotion to work. Bait and switch at its finest. Dont let them trick you. Every time Im in here I watch them take advantage of people that dont fully understand what they need and what could be wrong with your phone. Accessories are crazy over priced as it is. From now on Im just shop online

Mi
Review №35

The staff was friendly but not at all concerned with finding out what I really needed. They solved one of my problems but not surprisingly, it was the one that benefitted them. The problem that they could have helped with to benefit me, was someone elses thing to fix. Bleh. Concerned with making the sale and little more. I could and will make my purchase online where I dont need to hear endless talk about the importance of all the things that cost me money. I suspect that I could leave the same review about the AT&T store right next door.The shop is nice and clean and is visually appealing. Parking lot was full.

Bo
Review №36

Great service.

Am
Review №37

Very bad customer service here. Very rude.. only sprint store I have gone to and experienced this before

Do
Review №38

Our sales rep was very helpful....Curtious and friendly!

Ka
Review №39

Not impressed. When they realized we were just reviewing service options, they seemed put out by is asking questions.

Ja
Review №40

The store manager is a complete dick! Absolutely the biggest collection of unhelpful employees with no customer service skills among them.

Mi
Review №41

They didnt have lavender plants as promised. What a waste of time. Googled lavender plants and sprint showed up. Great SEO!

Ju
Review №42

Unable to help me, sent me to Best Buy.

Je
Review №43

Can honestly say going to the sprint store seems like a waste of time. They always looking for ways not to help you do something or tell you to look online.....

Az
Review №44

Great customer service!

Sa
Review №45

Its ok not to many smiles. Workers look unhappy there.

In
Review №46

Good sevice

ch
Review №47

Honest, upfront, helpful, and not pushy

am
Review №48

Bad customer service

Pe
Review №49

Great

Da
Review №50

To much $$$

Information
8 Photos
50 Comments
2.7 Rating
  • Address:4912 S Northwest Hwy Suite B, Crystal Lake, IL 60014, United States
  • Site:https://t-mobile.com/store-locator/il/crystal-lake/northwest-hwy-cog-cir?y_source=1_MTcwMTM5NzMtNzE1LWxvY2F0aW9uLndlYnNpdGU%3D
  • Phone:+1 815-788-2900
Categories
  • Cell phone store
  • Electronic parts supplier
  • Electronics store
  • Telephone company
Working hours
  • Monday:11AM–6PM
  • Tuesday:10AM–8PM
  • Wednesday:10AM–8PM
  • Thursday:10AM–8PM
  • Friday:10AM–8PM
  • Saturday:10AM–8PM
  • Sunday:10AM–8PM
Accessibility
  • Wheelchair accessible entrance:Yes
Amenities
  • Wi-Fi:Yes
Payments
  • Debit cards:Yes
  • NFC mobile payments:Yes
  • Credit cards:Yes
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