Worst customer service ever. I dealt with a Jasmine who was initially nice. Bought a watch she informed me that I had to pay $53 today, I said fine for what she said taxes. Took my product went to the car to look up my information. Never received the documents or receipt. So I went back in to inform I didnt receive the email. She instantly got very defensive and I sent it there is nothing I can do about that. I said thats fine how can I see my contract for the device because it wasnt showing online. She proceed to say that I can take a picture from the screen. While doing so I asked why I pay $53 when taxes say $23. She stated very nasty it was for the taxes. I pointed that it was not and there was a $30 activation fee that I wasnt aware of she said yeah thats part of the process I then proceeded to say thats fine but why didnt you say that. She replied its already charged I cant refund it. I just left and informed her I wasnt looking for a refund but when someone ask what the balance is for when working with money she should state what the charge is for and not have the attitude that she has now.Had to come back in the store again because I didnt feel comfortable after I was already told a lie about the taxes. Called customer service just to find out the line she told me was $10 is $15 if you are not enrolled in auto pay. Which I was not enrolled and she clearly see on my account.. mind me there was no conversation of a difference at all.. was told adding this line will be $10 and thats all. Worst experience ever. Ended up returning the product and getting a refund.

Marques was great! Got my numbers ported over with no problem didn’t even have to have my kids phones with me. Highly recommend this location. Gabriel also did an excellent job!

Keep away from this store. They misrepresented the promotion and got us to sign up for new phones. we later got a higher bill than what was promised. After spending hours with tmobile experts, we either pay full price of the phones we got or keep paying a higher monthly rate!...very dishonet

I would do 0. Zah, Isiah was zero! My phone was alarming because it was over heating and I had insurance. After going over loops to finally replace my insured phone, I left phone w them because it was going to take 1hr to take. After coming back to pick up new phone, about to leave and Isiah all of a sudden noticed old phone had a crack. They had my phone for 1 hr and no crack was there. They are now saying I have to pay extra because they didnt see crack. Zah said no crack,Isiah gave him bad look. They dropped my phone while I was gone. Isiah said everything is VOID now unless I pay extra $99! And their manager, NOEL took Isiahs side and she wasnt even there!! THIS STORE NEEDS TO BE SHUT DOWN!! HORRIBLE STAFF! DO JOT GO GERE. KEEP DRIVING TO TMOBILE IN ANOTHER LOCATION!!!

Dishonest people. Cost me $381 out of pocket. Was lied to in store. Then lied to again by the “district manager” on the phone. Was never called back as promised. The issue was never fixed as promised. And as a result I have paid WAY more than I was told I would have to.Do yourself a favor and go to a different location and/or carrier.

Customer service was not transparent at all, didnt explain anything. I bought an apple watch for my mom for mothers day they said I can get a second one for free I agreed. Then they financed it without asking me and when I got home I was charged for both watches. I called them and they told me to call customer service. Wow! So underhanded I will never be back

Breeanna was friendly, helpful, and a pleasure to work with! This was first experience with T-Mobile and it was a wonderful experience!

When come in Im always thrilled to find Rosita; she always smiles & waves. The young boys, always turn their back. Guess the know a dinosaur when they see one.Today she took care of a crank caller. Then showed me how to use Marketplace & coached me.Shes low key & gracious no dinosaur shaming.Rosita P. Is an exceptional, attentive & accomplished employee!Kudos to Tmobile for hiring her

Endy and the team were terrific...from the patience in getting us the info for a business line, calling us back, walking us through the entire setup instore, and staying 45 minutes late to ensure it was complete!!! AWESOME job!

Came in with an issue that my BRAND NEW iPhone 11 Pro isn’t charging - Zoe said my ONLY options were to pay for a warranty exchange either in store or through them directly. I asked who “them” was. She clarified being the insurance company meaning I was going to have to pay for a refurbished phone when I just purchased this phone less than 3 weeks ago! This is a brand new contract with 4 lines and we still haven’t even received the 4th phone that we have already paid for. This is bs! There has never been any drops or water or any damage done to this phone. The lack of customer service here is definitely pushing us to look to change carriers I don’t even care if I lose money on this.

After multiple phone calls to customer service with no plan of action or resolution in site I was told to go into a T-Mobile. I happen to be driving and found a T-Mobile and just pulled in to see if maybe I could get some help in resolving the issue I was having.I was greeted by the entire staff and the manager they were very welcoming. I explained the situation I was dealing with and not only did Lawrence Wimbley step up to help me get some answers to resolve my issue but he went above and beyond to ensure my phone line would be set up correctly and on my own account before I left.Im sure that Lawrence would say, I was just doing my job but he went above and beyond to ensure a positive customer experience. Thanks to Lawrence T-Mobile didnt lose a customer today because of his customer service and follow through.I would recommend this store to anyone because I not only received EXCELLENT SERVICE I was able to watch his teammates provide the same service to the other patrons. I just cant say enough about Lawrences service today because this had been a very frustrating issue.Please Thank Lawrence for going above and beyond what a great young man you have working for your company.

Bree was wonderful! Painless, quick service and very knowledgeable about everything!

Really bad customer service they offer to change my phone an the end they said no we can do an charge all the money on my card an after all they can reverse all mess .... An the manager said oh iam busy waiting 2 hours ...to they can taken care communication only to sales ... Sucks

They have the worst customer service. their attitude is rude they treat you as if you were going to ask them for free things .They should have more friendly and professional staff.

Great service. Omar is very professional and courteous. The way he asked around and acknowledged everyone was great. The store was packed, but this kid was kind, polite and went above and beyond for each customer ahead of me. Definitely impressed with his service.

They did not have screen protector for my insured phone...and didnt try to help me find one just sent me on my way. There is definitely a difference between privately owned stores and corporate stores. This one is privately owned...I wont be back.

Colin offered great customer service.

There were two guys working when i came in with my husband and one of the them was helping out a customer but interacted with us much more than the man helping us. his name was Pedro and his name tag said he was the store manager there. he should probably get demoted because his attitude the whole time was very unfriendly. he straight up told the employee next to him that he hated the sign up part of this job. because he didnt get commission off of signing someone up, he only got revenue. in my mind, i said then why are you here? i told him we would just come back another day and left. if you sell phones for a living, thats great, what ever pays your bills right? but if you dont like what you do, dont complain about it in front of a customer. its not our problem your jobs sucks. the other sales rep was very nice though, very informative, he should definitely be promoted to store manager instead of Pedro.

Worst customer service, especially the short younger girl. Every time Ive gone there, I dont feel welcomed. No greetings, at all. Before I leave, I dont plan to say thank you, but out costume and decency I say it! And what do I get? Mmhhmm... what?? Ive gone there a few times, with a smile, and respect, and I get the opposite, she acts like a jealous, hippocrate person. Uuggghh nowadays these kids have no decency, no respect, no good manners. I DO NOT PLAN on going back there, EVER!!PLEASE MANAGER, TRAIN THOSE KIDS HAVE GOOD MANNERS, GOOD CUSTOMER SERVICE!

I usually come to this place coz the manager is awesome and really helpful. With the new staff in there, the only words that they can say to information that you need is a BIG NO! So disappointed and will not go in this branch anymore!!

As I entered the T-mobile store to replace my sync device, the staff was very relaxed talking with each other. Which is ok. Id rather they like each other than not. But the problem I do have was the lack of customers service skills that I have encountered on this occasion at this location. The guy vaguely asked if he could help me, and the only other verbal interaction with me was to ask for my phone number. Not only that, in the middle of my transaction. The Representative plugged in his personal cell phone to be charged before finishing his JOB with me. I hope the product works this time.What happened to good or even mediocre customer service.

Bree helped me resolve a malfunctioning phone in a most professional and expedient manner, during a high traffic period. She is an excellent representation for the firm with her demeanor and professionalism. I have always had favorable experiences at this location, since recently moving to the area.

Disgusted. My friend got t mobile a day ago, and is extremely disappointed😔 we can not explain the disgust we now have for this company. You should be expecting a disgusting review😤🤢🤮.Ps. We r not mad, only disgustedLove,Marvel fallen and ugly topic

Just wanted to say that Greg and Omar at T-Mobile were both awesome! Very professional and great customer service. If you are looking for a new cellular provider, I would highly recommended T-Mobile in Little Elm.

One of the BEST experiences ever! Thanks to my girl Breeanna Kirk and her Manager Mark! You guys ROCK! GO T-MOBILE! (Store#2981)

If you’re going to require customers to wear face masks in order to do business here, then you need to provide disposable face masks for customers to wear in store.

I just switched my service over to tmobile and have not had a very good experience. The manager for this store seems to only be available to help with issues when its convenient for him. There should be a go-to person when the manager is not available. I feel like I have gotten the runaround and have had to do all the legwork for my issues instead of the other way around. This isnt a good look for a new customer joining service.

Super helpful and friendly staff. Omar and Bree( I think is her name) we’re SO patient and kind. Very quick and knowledgeable and also super kind to my “hangry”, impatient child ;-)

Omar was rad today. Great dude. Bree always helps out and takes care of me. Mathew and Lawrence are very knowledgeable about the products. Greg misses hope. Lol

I was nervous as my iphone black-screened. They found my insurance and warranty of apple care would give me a phone exchange for $5. My wife had questions about upgrades. Bree wrote down the different Iphone 10 specs and payment options. She even set up an appt. for me at Best buy for my phone to be inspected. Great friendly service.

Breeann has been terrific during the first half of our transition from Verizon. The 2nd half should come early next week when the S10+s arrive and the supplements are added. My hope is T-Mobile lives up to expectations. More to come....Bree & Hope have worked diligently with us throughout the transition which encountered some bumps but nothing out of their range of skill nor patience. Go to 2700 E Eldorado Pkwy Ste 403 for best service.

Switching from sprint to tmobile, I will agree that there is no better cell phone company. Although this location didn’t even have the new iPhones on display because they were apparently robbed, the two ladies that helped me were very kind. They did their best to help me choose a phone. They did get my address wrong by a letter so I had to cancel my order anyways but thats besides the point 😂

Worst do I have ever been to. I bought my Galaxy S7 there and purchase the insurance they had suggested. Ive been problem with my phone and took it to get checked out. They said I need to call T-Mobile direct and they could help me out. The only way they could help me is if I purchased a new phone. They said it wasnt their decision but the owners decision because individually on franchise. If I bought it from from you and insurance from your store. You think they would be able to help me out. Worst customer service ever.

Always friendly and helpful. Had an employee go through the numbers and explain them my current plan was saving me money over a new option. Even though that could have made them more money.

T-Mobiles plans are probably the best deal available. Where T-Mobile completely fails, and this level of fail destroys any value of plans, is their customer service at both store and on phone.We set up our account via phone and got someone in Manila. Terrible communication as their English was horrid. So much so that they listed our address number, city and state as well as zip completely wrong. We now find that they must have also taken SS# down incorrectly as we cannot assign a primary account holder. Called back to Manila, they were going to escalate and call back in 2 to 3 hours. No call, no text, no nothing. How could they run credit check with incorrect SS#?We would try the store again but last time we waited 45 minutes while the employees meandered around as their computers were not properly functioning and the owner occasionally walked out of the back office, scratching his anus in front of waiting customers, and then scurrying back when he still saw there was no solution to the dilemma.It is sad when you create great programs only to let them fail at point of contact.

Awful customer service, came in to take advantage of a T-Mobile Tuesday promotion. Clerk was rude offered no assistance and was flippant. Definitely not the customer service I’d become accustomed to from T-Mobile. Would recommend you find another store if you’re looking for customer service.

My husband and I were just at this location. He was in last week getting a new phone. He was told he had to send his phone back and so he paid $80 and got the IPhone XR. Well, he was then told he had to transfer all his stuff himself and then send his old phone back. My husband forgot his apple id as he never used it except to log in to the phone the first time. He went back to this T Mobile location after he locked himself out of the apple account, they couldnt help him and people at apple couldnt help him. He had to wait 3 days for apple to send an email to him just so could reset the password. He was told once he did this he could bring the XR phone back as he had to get the google phone. We go in the young lady was very nice and helpful. The reason he had to get go with the google phone due to being locked out of his apple account he could not use any of the apps on the phone. Which means he lost work as he has to log in and out on his phone for the work through an app. However, he had to pay a restocking fee and the District Manager would not waive this fee. We have been customers for many years and this is poor customer service. I understand restocking fees but, your employees are not as knowledgeable as they need to be with the products. Someone should have told him if you dont remember your password dont try it as you will get locked out of your account. They should also know your policy better. My husband was told he would get his $80 back when he brought the phone back. They lied and he got $30 back as he had to pay a $50 restocking fee. This is truly very poor poor customer service.

[2016 Review]Had to go in twice (total of 4 visits over 5 months) for warranty issues and staff was much more helpful than last year. I honestly felt more like the customer service I was always used to.[2015 Review]Walked in to buy a new phone & hotspot. Im a customer for 11 years & love T-Mobile, but i felt completely unappreciated by the staff today. Looked at like Im an idiot because I didnt get a hello after walking in & could hardly tell anyone was working. Not happy.

The staff was on point! Friendly! The resort was great and I felt they had a great selection of food. Beach was awesome as well. I will definantly visit again hopefully soon.

The service at this store is a Best. They go the extra mile to help you. Very pleased with the staff there...

Highly recommend this store. Store is clean, staff is friendly and Kenneth went above and beyond to help with a few issues I had (nothing to do with them) & helped make the process a lot less frustrating. Great customer service! Thank you again!!

Awesome store. Jason is an awesome store manager. This is one of the best T-Mobiles in the Dallas area.

I want to thank Breeana and Rosie for helping with my account and my sons phone theyre lifesavers. You ladies rock

The store is small but that is no reflection of how large their hearts are. The atmosphere is great and the service is better!

Except posing as Tech expert rest of the handling situation was praise worthy..hey Ok..Ok..

Omar and lawrence was great! Highly recommend

I waited on the line almost 45min to get a new sim card. There were 4 people working with only 3 computers. It means one guy with the most experiences seat on the break room and came out and ask me and said yes wait for the computer to get the sim card and went back to break room again. Other 3 employees were helping each customer for more than 30 min since they kept making mistakes, especially Daryion who helps one dude to buy an iphone x and have no idea how to transfer pictures or contacts from the old phone (probably he needs someone dial the phone for him as well) . When Daryion got done and its my turn. There was one lady who wanted to pay bill and he told me to help her first (woa really) i was like okkk, finally its my turn and then during he was helping me . He looks at a different girl and ask “are you next? Come here and i ll help you next.” He literally let me wait and talk to her the whole time . And he said “oh let me help him first” are you kidding me? Im your priority like 10 min ago and said please hurry. In addition, i got the sim card and he didnt even check my id at all. It’s clearly the whole store needs a special training from A-Z . Unbelievable customer service. Feel like girls have priority at that store with Daryion who was the phone at one point with his girlfriend and said “i love you” while i was waiting.

Set me yp with two new Samsung phones for a great price. The staff was very helpful.

OMG THIS PLACE IS THE BEST OF ALL T-MOBILES THEY ARE SUPER NICE AND THEY HELP YOU WITH EVERYTHING YOU NEED. ITS A SMALL PLACE BUT ITS REALLY NIE AND ALWAYS CLEAN.. OH N ALSO THE EMPLOYEES ARE SUPER NICE IF YOU DO END UP GOING ASK FOR DIANA SILVA :) OR BLAKE HARRIS IF EITHER OF THEM HELP YOU WILL BE A HAPPY CUSTOMER

Kenneth and Jason are very helpful and take their time to help you. I highly recommend this T-Mobile location.

First time at this location and had a great experience. Fast and friendly service!

Bad service and Fraudulent. I went their to add a line to my existing plan, i waited for 30 mins, when my turn come, lady was unprofessional, she dont know much about the phones and activation. She add the line but she damage the sim so sim did not work. She start saying problem with the phone but i had three phones, we tried on all three it did not work. I had to take my flight, so after an hour i left the store by saying to cancel my activation and refund my money as i can not wait more. She cancel the line but did not refunded $21 for activation which she can not able to do it. I went to the store again after couple of weeks asking for my refund then their manager lie with me that we already send the check which i never received. Now its more then 30 days, still no check.

Went there the day they opened to look at buying an new phone. They had no phones on demo, just dummies and said they will have them soon. Months later, walk in all dummy phones. Asked if they have the sony phone guy was very rude. I love T-Mobile and its store but this one gives the company a bad name

The customer service is pretty good when you Eventually get to speak to someone.

Both associates I had interaction with were polite, friendly, knowledgeable, and helpful.

I had really bad time had to visit 4times no use at all I hate T mobile

Avoid this location like the plagueI have six lines with T - MOBILE & each line has $1,000 phoneI dont expect exceptional customer service considering im dealing with T - MOBILE but what I do expect is to be treated like a human beingI have a recalled NOTE 7 which you would assume T - MOBILE would jump at the opportunity to take it back preventing any further lawsuits but on the contrary this is my third time at this location without resultsStill have a ticking time bomb in my pocketCarlos : As the previous review mentioned complete air head couldnt work his way out of a paper bag much less a business account with six linesAsian gentleman : quick to respond but if its not a sale dont expect service actually insisted I call the customer service line while I was face to face in their retail storeNot a single active phone on display ; no iphone 7s ; no out dated Galaxy 7s*if your still not convinced that this location will provide the absolute worst experience give it a try & post your review*

I recommend this store, extremely great service ! The people are friendly !

If you have T-mobile DO NOT go to the one in Little Elm, TX! I repeat DO NOT.There were 2 ladies (one with brown hair and one with really short hair; both white) who did not even acknowledge us since we enter the store. Not even a welcome! There were only 2 customers but we waited 1 HOUR and neither one said one word to us or even asked us what we needed. Instead they were talking and looking at pictures!

My mom was just in Jasmine was rude and unhelpful. NEVER GOING TO THIS LOCATION AGAIN.

I was very satisfied with the agent Omar .

Employees were very professional and very knowledgeable.

I had been having a lot of trouble with my phone not getting text messages. I took it to this store and I was very patiently waited on and got my issue taken care of! Thank you Pedro$

This is not a T-Mobile brand store, it is an authorized retailer, and does not offer all T-Mobile services. The name is not accurate.

Guy by the name of Carlos that woks there is a damn zombie, doesnt know anything about phones or services and was extremly rude.

Small store but the staff is very helpful.

This is a franchise not a corporate store. Fx1 is the name of the franchise. They let individuals buy stores under the franchise, wait for them to get the store going, then take the store back for breaching then fire them employees and DONT PAY THEM THEIR FINAL PAYCHECK. I am filing complains now with BBB and Texas work force commission.

Went in. Employees were attending other customers. No one acknowledged or informed me that they would attend to me whenever. Waited about 10 minutes and I informed them Id return later.

Activated 3 lines and they promised to credit the Sim Kit fee from Chris and his employees. NEVER HAPPEN!!! Plus they sign me up for insurance without asking!!! Stay away from this location. Very dishonest...

I have wasted an hour here with only one person working. I had to stop by twice and waited 30 mins with no sign of almost being done. This is ridiculous.

Horrible! Cant help us with anything! Even though we have no service anymore, they still bill us!!

Swapped me over and had me up and running in 15 minutes tops.

Very helpful.

It was awesome

Helpful staff.

Very helpful

Good service

Helpful employees

Awesome service

Blake is the best!!

Makayla16

Kendrick & Andrew are awesome !!!!!!!!

Jasmine excellent service !!