Worse customer service I’ve experience when walking into a T-Mobile store. Was completely ignored the 25 mins I stayed waiting to get helped out maybe just a simple “hello sir we will be with you just shortly” And one of the associated that could have helped me out stayed talking football with the customer he was helping out. At one point the husband even gave his wife a look while the associate wasn’t looking. Even his coworker was looking over at him and giving him a look like hey stop talking finish up and help out the next customer. I was also not the only one that walked out as well while waiting, two other customers walked out because it was just ridiculous.

I came in today at 7:00 pm (closes at 8) with an issue reactivating my phone, and at the same time 7 other people walked in after me. The employee on duty (I think his name was Kyle? Could be wrong) Helped set me up with customer support and then one by one took care of all of the customers in short order. Once they were all done, and it hit closing time, he stayed shortly after along with the other employee on duty to ensure my problem was solved. Despite being Friday night, and me coming in last minute, these guys took care of me. These guys know what theyre doing and went way out of their way for a customer. Thank you

Who ever is the manager here, needs to get retrained, guess what, we are all working at our own jobs through this pandemic and in person too. If thats their issue they need to realize, most of the customers they get work also and are out seeing people in person too! Dont down grade peoples customer service experience as if your the only one working out in this pandemic. :/

Paul has helped me many times now. I have come in for device swap on SIM card from my iPhone to my Samsung and vice Vera and have had no issues with any of my experiences. Very professional and friendly. Every time I go I just request for Paul.10/10 recommend

If I could give negative stars I would. My senior mother is being forced to switch from Sprint to TMobile and is told her service will be gone after the 1st of the year if she doesnt switch to a TMobile SIM card......so we spend 20mins with the sales rep talking about plans, etc and are ready to switch only to be then told that her version of a Google phone isnt compatible with TMobile and that she will need to shell out 100s of dollars to buy a new phone in order to keep cell service working. No sorry......buh bye TMobile.....youre bullying of a senior woman to buy an upgraded phone isnt going to work.....AT&T and Verizon are bending over backwards for poorly serviced TMobile customers.

Very disappointing with this store. Went in on my lunch break and when I walked in I had starbucks in my hand and I had my mask on my face but not all the way up. The reason was I was drinking my coffee, however the manager on staff told me to pull up the mask, I said after I take a sip of my coffee i will. I did and she still had the nerve to tell me to go outside of the store to talk about upgrading my phone. After finally getting into the store after talking about getting into a new phone for 15 minutes we went inside again. After we agreed on everything to get me a new IPHONE the other worker on staff said let me check your phone to see if it works to trade it in. Everything worked great and it did have one tiny knick on the side of the phone. The young man said dont worry we take these phones in like this every day. He then gave the phone to the manager ( lady who took my outside) and she said we can not accept that phone because of physical damage. The other co worker said no problem and she told me no. She was very unprofessional and did not try to earn my business. I will happily go to AT AND T if they cannot resolve this issue.DO NOT GO TO THIS STORE

First time we went into the store for help, we were helped significantly. The person took time to help up, looked up my account history and gave us other options if needed. The employee was just helping out from another store so he wasnt normally at that store full time. But otherwise, that experience was good. The 2nd time we went to this store, the woman who greeted us didnt bother listening to us or want to help us at all and basically guided us to the wall of phones, told us we needed to pay full price and walked away. Didnt look up any of my information or bothered to help us at all. We inconvenienced her apparently. Extremely disappointed. Went to another store and they took the time to help us. Ive been a Sprint customer for almost 15 years and stayed with them when they merged with T-mobile. I understand policies with the change over may not be the same or different but the fact that the employee didnt want to help us was beyond frustrating. Will not be returning to this store.

Nice staff. helpful

Cordial worker after waiting 1 hr for service.Would be nice if they took appointments.

The associates were relatively helpful and friendly. Pricing was reasonable. They did not go out of their way to help set up the phone.

We came in to upgrade my daughters phone. Mario was exceptional! He made sure not only that the upgrade went smoothly, but that all her messages, contacts, photos and apps were properly transferred to her new phone. We always had great service at the Geneva T-Mobile, but this time was the best ever! Thank you Mario.

Called ahead to see if they had the phone I was looking for in stock and was told they did but when I got there 20 minutes they said they didnt have any. Staff was friendly at least.

Visited this store 2.6.2021 - I usually do not leave reviews but this experience was really fantastic, so I wanted to thank again the store manager - Qiana (I apologize if I spelled her name wrong) and expert Adam Flores - both were extremely polite and professional, Adam really helped us to choose the best option for iphone 12 and Qiana even drove to another store to pick it up for us, as it wasnt available at the moment in Geneva Commons store. Adam also patiently walked my husband and me through the procedure of copying all the data from my old iphone to a new one. Absolutely a 5 stars visit. Thank you!

Not helpful. Had a value in writing fir my trade in and they would not honor the amount.

My wifes new phone stopped working. Hardware problem. They would not replace it. They said they would have to wait for a replacement from Samsung. She has been without a phone for over a week now. (We bought the phone at the Geneva store)

This store is a waste of time. During the past six months Ive gone into this store to try to get one of the deals TMobile was offering at the time. I chatted with TMobile on the app and confirmed details to ensure that I could get the deal I was trying to obtain. The local store had stock of the phones I wanted so I went to the store to get the phone after confirming I could get the deal.Both times I did this, the store employees said I did not qualify for the deal but wouldnt explain further. As such, both times I had to leave the store empty handed.After experiencing this both times, I called 611 and spoke with TMobile. They also confirmed I qualified for the deal I wanted. I placed the order with the customer service rep and proceeded.I would not recommend this store nor would I recommend you take any advice from the store employees when trying to purchase a device when they are offering a deal you are interested in.

Multiple visits to this store with issues. When I make an appointment they tell me there behind and cant honor the appointment time. When I call ahead they tell me theres no need for an appointment, there wont be a wait for what I need.... On arrival to the store there was suddenly a long wait and they claim getting a new tmobile sim is a more involved process, Id have to wait behind several other people there.

If I could give negative stars I would. STAY AWAY FROM THIS LOCATION! They have lied to us so many times and screwed up the account either by not knowing what they were doing or deliberately I think both! This is the location that after going ysuddenly 3 new lines were added to my account which I never authorized and never even discussed with them. Took me weeks to get it straightened out and credited from Corporate. if you want great honest service go to BATAVIA Store they are wonderful. The Store Manager Whitney is great.

This store was great!!! I went to the south elgin store and had a bad experience where the employee was rude and dismissive with his responses and had a real lazy, standoffish attitude and even lied to me about not being allowed to help me with something due to the coronavirus when really it was just because he didnt want to do it. And i got that feeling right away. well then i drove over to this location in geneva commons and even though its farther for me its well worth it. they are on top of their game and are honest with the customers and most importantly treat them with respect. the manager was a great guy who knows how to talk to customers and is certainly on top of things. very nice and respectful guy, i thought he handled things very well. there was a girl who helped me with my phone problem and one who helped me with my bad customer service problem that i had with the other store and both were awesome!!!! very nice and respectful and knew what they were talking about with everything, and just did an all out great job! all of them were very professional and know how to treat customers and know how to run a business. i highly recommend this store!!

Theyre computer service doesnt update authorized users very well. My dad called and authorized me last week. And it still says Im not authorized.

We love T-Mobile service and have been treated very well by the personnel at this location. When they have what we need the transactions are quick and efficient. When they did not have the phone I wanted in stock they did not hesitate to contact the South Elgin location and had them hold the phone till we got there. Parking is only a problem during lunch time when people park for the neighboring restaurants, but still is usually only a short walk.

Laurie... at T-Mobile, Commons is the 6th star. Cell phone service has never been a good experience, especially if youve ever been a sprint customer. Anyone can sell you a plan but getting help when account issues arise is a different matter. Details dont matter, just the store. Every time I have gone into this location, I have had perfect help. This instance with Laurie was above and beyond. Very impressive young lady with fantastic operational understanding of how to sell and service customers in her store. Great Job Laurie and thanks for your effort.

T-Mobile is located in Geneva Commons 1526 Commons Drive, Geneva next to Pot BellyWent for screen cover and protector.Saturno was absolutely fantastic. Put new cover and protector on. Explained the different typesChecked my plan found better plan and added DIGITS line. How wonderful is that.My girlfriend was so impressed by him and Adam that she is planning on switching over to T-MOBILE from Verizon ..They both told us about taco Tuesdays.They are an asset to your team.Thank you. I have told so many people at my condo that they are going to see about upgades.

I go out of my way to visit this store when I need something from T-Mobile. Every experience has been a positive one, for over ten years. Great employees, every time! Saturno was always great, and most recently Adam and Sebastian helped us out with a short-term prepay plan that we needed. Definitely visit this store!

Mario was amazing. Best representative there by far.

After switching to TMobile from another carrier and setting up 2 lines It was communicated to us that our Netflix account would now be paid for by TMobile as part of our plan. We were unsuccessful in linking our account via the link that was sent out so I decided to visit the store to have this corrected.I informed Danielle what my problem was and she went through the motions to resend the original link for setup. Once I clicked on the link that was sent via the text message we were presented with a page that supposedly had the necessary steps to link my Netflix account.None of the directions provided on the TMobile page corresponded with the Mobile app. Clearly these directions need to reflect the mobile app design. Danielle who is an employee at TMobile tried to navigate the TMobile app to link the Netflix service. She basically clicked on every available link and button with no luck. I would think that if you are an employee that this setup is something you do a a regular basis and you would know exactly where to click in order to set this up.Instead, I sat and watched for 10 minutes as she browsed the app. When she finally found the area to link the service I noticed there were two options, one costed $2 and the other $5? On the page with the instructions that was just sent, it clearly states it will cover the $8.99 on the standard plan that costs $8.99.When I highlighted this fact and showed the comparison she seemed a little bothered and responded by saying there isnt anything that I can do about that, youll have to call for help regarding this.I responded by stating that I was inside of a TMobile store for just that, Customer Service and questioned why I had to call anyone. Now that she realized she had an upset customer on her hands, now she wanted to call for me. A second ago I was the one who had to call.I calmly removed myself from the situation and told her I would take my concerns to another location.I avoid walking into these store fronts for this very reason, there are employees there with inadequate training unable to properly help customers. They are quick to sell you as new customer walking in, FREE Netflix, $30 a month for a new shiny phone, but come in with a simple issue and they are quick to throw their hands up.Poor customer service...

I have never been in and out of this store in less than an hour. Maybe bad luck but it is always understaffed and I wait for 30-45 minutes. Employees have been courteous and helpful once I actually get to talk to them but you should pack a lunch and dont even think about bringing your small children as they will be climbing the walls.

Great experience! So great I applied to start a career there!

The service gentleman was very rude and unwelcoming. A woman though was much nicer and helped me switch my plan. No background music is playing, and it is a very awkward and uncomfortable environment. Is it below average.. probably not. Does it excel in good customer service and go above and beyond.. definitely not.

The best T-Mobile Store! Thanks Adam for your great help! Definitely can recommend it!

I bought service from them and also later bought an Android phone by extending the contract 2 years and a discount on the Android phone. I was having trouble moving the pictures from the phone to my Windows PC as this was my first smartphone. 25 drive there and the girl tells me she only knows MAC and iphones and I would have to comeback. When I called t-Mobile help from home they said because there are so many different phones and models it was best to go to a store. I drove another 15 miles each way to a T-Mobile store and they resolved it.Sad - User experience.

Went there because my daughters phone would not let the caller leave a VM. It took a little time, but the associate was able to fix the problem. We dont know why the problem occurred in the first place.

Great employees here have not only helped me set up a new family account but also helped me troubleshoot and fix billing issues

Upon entering the store every employee was sitting in the right hand corner of the store talking. They were on their phones and eventually their friends arrived. It seemed very unprofessional like a college hangout was taking place. We were assisted by a enthused younger guy and our problem was fixed. Poor customer service and environment.

I have been a Verizon customer since 2000 when I got my first cell phone in high school. For a long time they did well to keep my loyalty, but over the last few years have seemed to deteriorate in this regard to the point that they seemed too arrogant and could care less if I remained a customer. With a bad customer service experience, I strolled into this store to see what T-Mobile had to offer. Josh assisted me with switching two phone lines and a tablet over. I save quite a bit of money each month, and the customer service in this store was refreshing. Since signing up, I have gone in on two other occasions and have had good experiences. While there might be a debate on who has better coverage (Tmo vs. VZW), there is no debate who has better customer appreciation.

Mario was excellent!

Did a great job solving and app problem.

Quick and polite service but very expensive

Excellent tech service

Excellent service

Professionally run.

Could be just the day, but service is really slow and there is only 1 person working. So far, Ive waited for 40 min. I am STILL WAITING.