Called actual T mobile customer service and found out that a deal tied with a promo I took part in when upgrading my wifes phone. Was full of wrong information and calculations from multiple of the store employees. I addressed this with the assistant manager and was told the manager will get ahold of me. It have been a week and everytime I have called I either get told I will recieve a call back and dont get one, or some other excuse about how the manager is not there. Crazy

T mobile has the worst and I mean worse customer service Ive ever had to deal with. I went inside the store to see if I could use my deceased sisters phone and start new service with T mobile. I was advised the phones were locked and they couldnt do anything about it. I was advised to go Best Buy in Jacksonville to have the phones wiped out by the Geek squad. I went there which is 35 miles away only to be told they dont do that. I then got on You tube and found out how to wipe them; the phones and tablet that are all locked by T-Mobile. I have called 5 times only to explain the problem over and over and was advised someone would call me back in 72 hours! I have now been on the phone for 53 minutes and no help! I will never do business with T mobile and will tell my friends to steer clear of them. I will be thrown the phones away!

Worst customer experience I have ever had. I went in to buy a new phone, was told it would be free. Nevertheless, I was charged on my account via installment payments. I called numerous times, asked them to fix it. Was told they will let the manager know. Nothing happened for weeks. I showed up in person - no manager there. This happened 3 times. Finally she calls me back after 3 weeks of dealing with this - just to tell me that her employee made a mistake and, well, there is nothing she can do, I will just have to pay for my phone now. Told me she would escalate the issue and call me within 3 days. She never called. It has been almost 6 weeks. I tried for 2 weeks to call her - she was never in the office. Right. This borders on criminal. DO NOT GO HERE. EVER.

Got what I needed, Julius was attentive and didnt run a smear campaign. He couldnt read my name off my license properly. But Russell fixed it. If you get Julius double check his work.

I came in about a week ago to get a new phone. We had a lot of complications with doing so because my iPhone IMEI number wasn’t updating in the system. I was getting so frustrated but Ms. Crystal and Ms. Kelly helped me out. They were so sweet and were so determined too figure out the problem. They smiled the whole time and kept reiterating that it was gonna be okay! They stayed so positive throughout the whole thing. They did a fantastic job while finally getting it too work so I could upgrade!! If you ask me, I definitely think they earned a raise! Also, great job too the management of the T-Mobile store in New Bern also, your employees ROCK and were trained very well! I was so pleased with their service, I am definitely gonna join the T-Mobile family now! Keep up the great work!

Great management and very responsive. Crystal will make sure you have a positive visit and professional support.

Love the customer service, great people and I should have did this review long ago. I appreciate their patience and I am older and relatively TECH savvy but they were better than expected. Thank you folks.

Didnt have the phones I wanted so I got them online. A great little good looking gal with nice sharp nails helped me.

My husband & I had a great customer service experience with Cathy & Jonathan. They made the carrier switch process easy & fun! They were both transparent about all the company policies and what to expect on our bills. Every little question we had, they answered with great detail and enthusiasm, and they walked us through the entire process. More importantly, they genuinely seemed to enjoy what they do, which made our experience golden! We appreciate they went the extra mile for us to get us the best deal, & accommodated our needs exactly.

So pleased with the service I received a few days ago at T Mobile, a friend of mine referred Carnell, he was nice had patience, and very knowledgeable about the service I requested, he needs to be rewarded. I will be referring a few more of my friends. Thank you for the great service 😃

Where do i start? Well first things first, this store is severely understaffed. There was 2 employees and 4 people waiting. Two were upgrades and the others were pick ups. I was helped by Rep Kelly. This woman is easily distracted and horrible at multitasking to say the least. I understand you are trying to help me and another customer while helping another employee with their customer but don’t bite off more than you can chew. She would help me on my account for a few seconds then pause to help her employee In between instead of paying attention to what she’s doing on my account. Last time upgrading my account did not take this long but maybe that’s because i live up north. Either way I got so frustrated with whole process that was talking forever because she could not focus, that i asked to put every thing back and walked out with my un-upgraded phone and a headache. I will make sure when i visit down here, I WILL NEVER GO BACK TO THIS T-Mobile.

The amazing customer service, kindness, fast response, and ability to resolve my issues were more than I could have asked for!! Keep up the great work team.

Went there to consider switching carriers.. I was in the store for 10 minutes.. Before being greeted... I noticed The girl was on her personal phone.. how ironic.. when finally acknowledged that I was there.. the way she spoke and the way she carried herself.. She just made me feel like i was bothering her.. So i just left.. sorry for bothering you T-Mobile.

Very intelligent young ladies that work in this establishment.

Ive (had) been a T-Mobile customer for about 10 years and generally just ok with their service, albeit the poor signal quality in many areas. But in rating the Company Store in New Bern, the service is slow, representatives seem not genuinely interested in helping you with your service or questions, found them to be easily distracted by other employees, customers, or their own cell phones and not too helpful overall. I agree with and have observed what another reviewer said that they are hanging on and worried about their own cell phones way too much! Seems that you are bothersome to them at times and no one seems to really know the answers to anything not capable and knowledgeable of solutions. On 3 separate occasions/interactions in the Store, I was promised a call or call back by the representative and NEVER received it. Poor management and customer service here.

Employees were clueless even with the most basic questions. Never again.

Awesome job today thanks for all the help

Antwoinnete was amazing. The whole staff was supremely helpful. Will definitely do business here again. Thanks for the great help and patience!

Excellent Service Knowledgeable Representative Highly Recommend !!

New customer and thought I had 30 days to return a S8 and after 17 days I had a issue with the S8. At that time T-mobile Customer service and I had a major run in. I was beyond un-happy. 😡That is when Liz and Cathey stepped in and made everything better. 😇Im a happy customer now and would highly recommend you go by and see these guys before you buy a new phone or service. Tell them Mike recommended you...THANKS FOR THE GREAT SERVICE LIZ AND CATHY...😛9

T-Maybe its a nightmare. NEVER AGAIN. I switched to this network because I was trying to save money, it ended up being a nightmare. The network hardly works in my area and so I decided to go to a better cell provider. T-Maybe made has made cancelling with them very difficult. Ive have spent three days and countless hours at the store and on the phone with customer care. Beware. Dont switch to T-Maybe.

Store worker Jonathan was very knowledgeable and helped me with my phone plan issues. Made my day! Thanks.

Very HELPFUL, Thank you! And I love the customer service recived.

Great service!! Liz and Cathy are great and provided the best service. Will definitely be back!

I can not begin to describe the terrible experience I have had with T-mobile, but I will try to put it in to words. First of this store is horrible there is no seating anywhere and the incompetent employs are going to keep you here for an hour minimum. We went to set up our account and the employees had to call customer service. Not some special number they had, just plain old customer service which we had just finished talking to ourselves. They are rude unhelpful and just dont know what they are doing at all. Never go with T-mobile not only did the service worked almost nowhere in New Bern but there return policies and lack of communication within the company make it almost impossible to switch to an other provider. Trust me you will save more money and time if you just avoid T-mobile all together. #t-maybe

The Store was great there is No way to describe it

This location has the worst customer service ever.  I have been a customer of for over 15 years. And have never had such problems before. I have an ongoing issue  where a promotion was not applied when i upgraded and added a 2nd line, even apologized to of their error, but the issue has not been corrected. I have called multiple times for updates from mgr Kathy on the situation from corporate with no responses other than they have to send it up the line and waiting for them to fix, it has been over a month, and since aug when i got the promotion. Have called the store multiple times was even hung up on.  I go into the store to see if we can settle face to face and the clerk Antoinette was curt and talking over me, would not even let me explain the situation.  The exchange got to such that when i tried to move the conversation fwd she sneered at me and got a manager.  He came out and we discussed, issue is still not fixed.  Told to call corporate but when i explained i already did that and they told me the store had to fix their error, the mgr fell back on how they are not a true tmobile store and to call corporate. When asked when kathy would be back they refused to disclose.  The entire exchange with this manager was civil but Antoinette was snorting and rolling her eyes off to the side.  In a word: unprofessional.

I was in there the other day an Kelly Help me fix a problem on my phone the service she gave me was the best out of any cell phone carrier I’ve ever been with I would recommend any one to go start service at this store an ask for Kelly

Very rude people in there!!

They were great setting up our account!

This is the sorriest network you can get with, I dont know very many people that I actually happy with T-Mobile they have very poor coverage.

Horrible customer service. Elizabeth acted like I was wasting her time by coming in to ask for help. Rude and unacceptable!

Outstanding services

I wasnt in T-Mobile