I have a lot to say… but will limit this review to only 100 words. What I experienced last night at this location with the Store Manager Eric was so bad, he may receive the Lifetime Achievement Award for Worst Customer Experience ever. The lies, lack of customer service, and lack of responsibility radiated last night from him. Thank goodness I was on the phone with customer service, and the whole interaction was being recorded. I would not give this location ANY of my business. Especially if the store is under the leadership and direction of the store manager Eric.

We believe they fixed the issue that my Mom was having with her phone...

We’ve been a customer at sprint here for 13 years now. And it’s always been good, we don’t have to pay so much but something that annoys me is that when we call them on the phone to ask for deals, promotions or questions it annoys me that they always tell us something else on the phone like a very good deal but they say we have to do it at the store and when we get there they have no idea what we are talking about or they always say that the deal expired already, or the employees are sometimes rude and not patient.. It makes me mad bc nothing is ever accurate now that tmobile and sprint are together its so confusing. They need to say which deal are strictly for just TMOBILE customers and which ones are for Sprint .. instead of getting peoples hopes up with unaccurate information idk but so far i’ve been a bit disappointed in all the stores here in rockford

Drop off my note 8 and with in a hour they call me say my phone is ready. Thanks to my (Sand) my technician was very helpful.

They were very helpful today with our SIM card replacement, thank you!

Jerri and Shaq spent an enormous amount of time with me helping me upgrade to two Apple watches and two iPhones. Thank you for amazing customer service and even more patience with me!!!!

Store on state street in Rockford, IL are very helpful with fixing phone service from Sprint to T-mobile. Much better signal with T-mobile than Sprint

Took my phone in bacuse the liquid screen protector cracked. They were very professional and quick with the replacement of my screen and application of a new liquid screen protector. Great customer service from start to finish.

The absolute worst customer service I’ve ever experienced yet again! I had high hopes since it turned over to T-Mobile that they would step their game up but I was definitely wrong.

Very helpful and extremely cautious of the coronavirus problem. Always helpful and able to get problems solved and questions answered

Eric H. Manager was amazing at helping me with my Galaxy Z Fold. He and Noah S are absolutely awesome. They are the reason I keep coming back year after year.

I was in to have my phone looked at by a tech. I was told by Vance Adams who is not a tech but a young buck who sold me a phone charger that I did not need. I needed to have the power port to be checked by a tech who was not suppose to be in until 1:00 Vance later told me. After I decided to return the charger I do not and did not need. He then said I would have to wait until a computer was free for me to do a return. As we spoke Manny Sotelo who sold me my plan at a different store walked in, I let Vance know that I would wait to speak with Manny. As I waited a lady and her daughter was there just to pay a bill, Vance tried to have them upgrade and get a new phone 3 times after they said know each time he asked. No customer service at this place, each man is in it for themselves. I will say Manny does his job as a customer CARE specialist. He knows what he is doing and actually cares about what he does. If you go do not fall for the pushy sales team SPRINT HAS ASSEMBLED AT THIS STORE. I give Manny 5 stars, the store gets what it deserves 0. The music that they blast on the Onx system while people are trying to talk and get service should have a filter. Will not allow me to post unless I can give them at least 1 star.

Daniel took care if us today Great job!

Every time I go to this store I am ignored, made to wait past my scheduled appointment time an extra15-20 minutes and been lied to. I showed up for an appointment one time and was told, sorry we dont show an appointment for you. So your telling me that I drove an hour here for nothing and you want me to come back in 2 days even after showing them the businesscard with the employee handwritten appointment date and time on their card?! For this being the corporate store, they sure do not have corporate training. You call Sprint and get a completely different story. Been a loyal customer over 10 years and pay over $300 a month for our lines and services. Im beginning to loose my patience and trust with Sprint at this point.

Great person that helped us with all our needs. Prompt service.

Top Notch service like always. :-)

No help whatsoever. I completely wasted my time and energy going there.

Shaun and Tyler are great employees. Its always 5 star service. You keep my other mother happy. Lol (Im not a customer) but customer service goes a long way thought you two should be recognized.

Not very honest. Bought the new iPhone 11 for a Black Friday special and two weeks later when the bill became do was told the offer no longer applied. So my bill was almost $45 more monthly then I signed a contract for. This shouldnt be legal is that is not what I signed an agreement for, however I was told I could not cancel because I was on a two-year contract. They use the bait and switch tactic. Plus service is very poor. Not treated very kindly for purchasing a phone that cost over $1,000 and I am billed $120 a month for one line very dissatisfied! Do not fall for SPRINTS scams!!!!!!!!

Very good experience considering the virus limitations. They were very thorough with their explanations and met my needs.

Not sure what the assistant managers name was but he was extremely rude. i could tell he could care less about me opening an account there. actually toward the end i didnt open an account because he asked me how much i was paying at verizon then said oh well after we apply 40 dollars tax you’re gonna be paying the same so i walked out. what a joke. i actually wanted to go to sprint and have a better service from what ive heard but ill just stick to verizon. another guy in the store was arguing with an employee and that employee was being rude too. sprint service im not sure but customer service? trash. atleast at this store

Hidden fees, such a ripoff.

Always professional! I worked with Danny and he was very knowledgeable of the product. Thanks for the help today.

Fast excellent service.

What a nice group of people! They were efficient and not at all pushy. Highly recommend!

This Sprint store is awesome! The customer service is great. This is the best shopping experience that I have had with a carrier. Highly recommend this store. The entire staff is kind and helped me pick my phone and plan.

Shaq and Vance were amazing! Great customer service.

What I thought should have been a good experience was just bad. First I was given deceitful information by one of the representatives. Then I go back and I asked them to tell my the cost of my monthly payments compared to what the initial person gave me on my sheet. DIFFERENT figures. I chat online and they give me COMPLETELY different info. Sprint is horrible and this location needs to get it together.

They were very quick for service and happy to help. I didnt have an appointment but they were able to fix my cracked galaxy note 8 screen in under 40 minutes which is fast. This is also very cheap if you have insurance I was able to get it done for only 29$!

Worse sprint in Rockford Illinois. They have multiple employees just sitting around socializing. I walked in needing help with a phone bill when I was told to just use the machine they had in the corner. I was told the machine gave back exact change. When I used the machine it didn’t give back any change at all and I was told the extra cash would be added to my account. Which I’m really not the upset about what made me mad is all the people sitting around not doing anything but i couldn’t be helped this is the WORSE sprint in Rockford I will NEVER go back there. They need to be fired every last one of them they are lazy and not interested in helping customers at all

Had low expectations based on other reviews, however was pleasantly surprised. Good fortune to work with Carlos Cruz in changing my statement, moving my phone to a new account, closing a lease on a phone. None of which 2 stores in Milwaukee could do, nor could the on-line support people. In and out in under 30 minutes. Very satisfied. Go see Carlos.

Horrible customer service even though I wasTd they are not customer service but sales. To me its the same thing. Walked in there was treated rudely, employees & Assistant Manager where sitting at a table talking plus they where laughing at us. If I could give zero stars I would but apparently thats not an option

These people are very deceptive and somehow get almost anyone approved. The tell you the phone is free then they charge you on your bill full price. Lots of hidden charges too. I Do Not recommend those company or store to anyone!

This review is only based on my last visit. The gentleman that helped us was very knowledgeable and friendly and explain things in a way that I could understand. I think his name is Danny but Im not sure. Theres been other times when I went, and I didnt feel the same way because most of the time the way they explain the phone plan it just sounds to complicated.

Poorly managed location that misrepresents their services and rates. Id recommend going to the Sprint store in the mall or Machesney Park if you decide to go with the carrier (But also, dont choose this carrier).

This location is terrible. Instead of trying to fix anything... they go around the issue to try and make you spend money to get your phone replaced. All I need is a stylus for my note 9 cause it broke... I have full coverage on my phone and they want you to get a whole new phone!! No way, man. I give you guys enough money a month..

The customer service was a lot better today than what I have experienced in the past. Still not thrilled with the coverage they have in the rural areas where I work and live and probably wont be renewing our contract. Had a better overall experience with US Cellular.

10:30 and still not open. Two customers sat in the parking lot waiting. Nobody is in. Not good

Honestly worse store experience ever!!! I don’t understand how the management team allows such behavior by there own employees. Sprint is a great company and this one store in Rockford gives the company a bad image. Sprint needs get rid of everyone there and hire all new representatives maybe use T-Mobile as a hiring guide.

Today extremely helpful. Once they get busy, they dont have enough people.

Good experience

Brendan is a great manager, always willing to help you out.

Its a busy place, but worth the wait. If one tech cant help you, hell get someone who can. All very courteously and professionally.

Oscar is the bomb.com! He is the only sales person there and for Sprint we will ever work with. He is friendly, knowledageable and genuinely cares. That is so rare and appreciated!

This is the only sprint store I have been to where they try to sell you things you dont need. I understand you need to reach a quota but when I say I just want the phone drop it.

First bill significantly higher than quote, which is a problem for us. After months of messing around with this trying to understand what happened, I can honestly now say that the sprint store in Rockford, in particular tomas, has been the gift that keeps on giving!

Jon at this location was phenomenal in customer service, accessibility and understanding. Wonderful experience! Give him a try you will be happy you did.

They were very friendly and helpful. No pressure to buy anything I didnt want, but my salesman did point out the special deals theyre running and how the inclusion of those deals in my package would effect my monthly bill.

Very unprofessional staff. All they care about is sales. Even after the customer service on the phone said I was covered the staff tell me Im not. I tell the guy Im switching to another carrier and he tells me theirs nothing he can do. I leave and switch to ATT where Im very happy . Then they have the nerve to call 2 weeks later offering me the deal I asked for in the first place. Stupid people...

I agree with all the bad reviews they only care about their commissions and no customer service. I was sent here by the Machesney Park store to see a tech about my phone which I explained to the rep who greeted me who never once took me back to the tech. His macho ego got in his way and thought he could do better and I wound up asking for the manager which was no better. I will go back to Machesney park and hopefully the issue will be resolved as they are ordering another device as they think that might be the problem. Its still debatable whether or not I go completely with a new service or not. Shame Sprint dont care enough to keep long time customers. Word of mouth will hurt you in the long run

Brought my sons phone in for a new screen. Repair guy was really nice and patient with my son who had a lot of questions. Very calm, friendly sales rep (oscar)

I usually get great customer service with Sprint online. If I had to base my entire customer service experience with Sprint based on this Sprint store, I would cancel my contract; especially because of Daniel C., a manager with red or dark pink hair who would not give her name and a manager namedBrendan or Brandon. I have been with Sprint for 14 years. My sister and I share a plan. She had an iPhone 11 Pro mailed to her to upgrade. She decided to bring it in the store to have the info on her old phone transferred to her new phone. This was extremely important to her because she had the last pictures she took of our Dad on there before he died and she told them this. The iCloud could not be backed up and they could not transfer anything. She wanted to bring it to Apple to get it done. They told her she could not have her old phone back, even when she told them she was mailing the old phone back using the return kit. They said she surrendered the phone to them. She told them no such thing. It doesnt even make sense that we would surrender the phone until the info could be transferred. We did not swear at them, threaten them in anyway or call them names. Voices were raised but not yelling. They threatened to call the police anyway!Also, I had done an online chat about upgrading my Samsung Galaxy Note 8. I have a sick family member and I am going overseas soon, so I need a very reliable phone. The phone keeps freezing. The camera lens is cracked, but the camera works. They assured me I could have it upgraded without any penalties or fees as long as the camera worked. Two agents from online chat told me this. At the store they said that wasnt true, I would have to pay $200.00. They said the online people dont work for Sprint. Avoid this store! The only reason I would consider staying with Sprint at this point is because of the three fantastic Custoner Service Reps I talked to on the phone!

Was having a problem with my phone 2 months after leasing it -- insured. I asked for it to be fixed or repaired, but was then told that Id have to pay off the lease because its not our fault you bought a bad phone and didnt return it in 2 weeks. I got upset with this as I couldnt afford to pay the lease, and ended up crying. An associate laughed because I was crying -- at which point my mother came in and I was only treated respectfully at that point. Very disturbing experience. I hope to never deal with Sprint again!

Jake was so nice and helped me tons. I was nervous to go there because of the reviews but he tried everything to help me out with my issue. Great service, thanks!!

Excellent I have been with several providers and ik I will stay with sprint Customer service and my agent Tomas was awesome ....

Corporate store. Very nice people and knowledgable. Good selection. No run arounds. Little crowded.

I had a really good experience with Miriam shes really nice and try to get the best deals for me

Jon at the service desk was very helpful and did not try and “over sell” me on items! Very informative and I’d recommend him for your next visit.

I was literally ignored. 5 sprint employees and 2 were busy with a customer. Walked right up to a counter and was not acknowledged. The sprint employee kept talking to another employee. While the other one sat at a counter looking at her phone. They seriously avoided a customer. Worst service I have ever dealt with.

Terrible place! Avoid at all cost. Worst service ever. Their employees don’t have a clue on how insurance operates. I have an iPhone 8 Plus, my son cracked the screen so I filed a claim and the insurance company through sprint sent me to this location. I called the location and explained what happened to my iPhone 8 Plus and they told me to come in anytime to get it repaired. Went in the next morning (it not exactly a short drive for me) and got signed in only to be told that they can’t service iPhone 8 Plus till the very end of February and to just hold off with my phone till then. How long has the iPhone 8 been out and how did people get repairs on this phone all this time?! Anyways so after being told that the repair guy to me a brief survey would be sent to me about my service from the repair guy???!!!! Lol I said well it won’t be very high considering you didn’t do anything for me today. Let’s just say I never got the survey sent to me and the insurance sent me to the apple store which was 1 1/2 hours away.

Had an appt for 3:00 pm to buy a new phone and and a line to my current plan. Arrived at 2:50p to ensure punctuality. I sign in only to realize I am 7th on the list to be helped. What is the point of making an appt. If ppl who walk in will still be given priority over me anyway. As a mother of 2, a student and someone who works my time is precious to me, so waiting more than 25 min at a place I had an appt is infuriating.

Other than the long drive from janesville. It was great we have two sprint stores in jvl. Neither can fix a screen.

My experience was excellent and Branden is now my goto!

Amazing Award Winning Customer Service. Period.

Came in to pick up a mail-in repair, and was told that my wait was going to be 45 minutes because they only have one technician that can do a transfer.So out of 10 employees, only one can plug two phones into a machine and hit a maximum of what? 10 buttons on the phones total?And the technician that was available was repairing another phone in house. Doesnt take very long to slap two phones together and get back to what your doing while your other customer is getting theirs transferred. Its called delegation.Ill be making sure to come in an hour early so I can have my time wasted and still have time.

The place is fine and upon arrival you are greeted with kindness and the person who was assigned me was very friendly including the other workers asking me if everything is fine I felt good in that place.

I forget the two guys name but I think one was Justin and the other was like a manager I went in to try to upgrade my phone and get a tablet for my sons birthday and they went above and beyond for me.. This is why I stay with sprint. They are awesome.. Thank you two you made my kids day.

Gammal D greeted us and helped us get new phones and a plan that worked for us. Friendly and knowledgeable.

Jon is a great rep! Super helpful! Everyone go check him out on state st!

Always something nice to look at in here.

Every experience is the same. Check in at the door and wait. Staff is friendly. If you dont have at least an hour to waste dont go here.

Buyer beware: do your own research and read your contract carefully before signing. These people only tell you what you want to hear and not that you are actually signing up for.

TERRIBLE service. Sprint itself as a company is pretty good, but this location is completely horrible. The employees are very rude and try and get rid of you the second you walk in the door and never answer their phones when I call.

Just preordered my note 10 plus. The agents there are amazing and very helpful

Great New Plans! Improved cell speed;

Our experience at Sprint store was a great experience, Mr. Oscar was very helpful and polite. He answered every question we asked.

I just called nobody answered and every time i go there Someone has an attitude with me or my mom so far i dont like sprint and there data sucks not worth paying for if yoy barley have LTE

Would rate it zero if i could. Horrible customer service, half the employees either dont know or dont care enough to even try to help you. I personally dont plan to go here again and will be canceling service with sprint/tmobile entirely. Complete joke

Id give a lower rating if I could. Sales people are very pushy and dont stop. Even when you say no. Try to talk you into things you cant afford. I know that they have to make money, but the way they do it is immoral. When you dont buy, they give an attitude. Overall sprint sucks and doesnt even deserve a rating. If you are considering switching to sprint..DONT DO IT!! The bill is never right, if you have autopay they take whatever amount they want whenever, they never give you a straight or a consistent answer...EVER and yes, the one percent does make a difference!! Im sorry I ever switched!!

I caught a MewTwo. It looked pretty good at the store but when I got home I found that it only had an 11 attack stat. No where near as good as I had thought. Very disappointed but it is still a MewTwo so......

Good customer service, crappy phone service they say they give you lte high speed unlimited, I dont know what they think they gave me but its definitely not high speed. And majority of my calls are staticky, and i drop more than I ever did with U.S. cellular who u had for years!

Very helpful and knowledgeable service would definitely recommend to anyone I know.

Very helpful employees. I wasnt pushed to purchase anything right then and there.

Went in to activate line for smart watch and they cant do it in store what a joke .

I am not happy with the Rockford store by any means. The employees dont give a crap as long as they get their commission check. They are rude and will lie just to get money on their own pockets. It has taken me 14 months of fighting to get them to buy out my old contract with my previous provider. I would not recommend anyone to the company for anything!

This place is always busy. It also really needs to fix the parking lot. Im tired of going there and having to park in pot holes. And the parking lot itself doesnt make sense. Also you will spend like 1and half to 2 plus hours here. So if you are I suggest making an appointment. I didnt make an appointment so I already knew I was going to be waiting. But then when I got helped, the rep said i was good. I walked out got in my car tried to use my phone and it kept telling me I wasnt connected. So I had to go back in and wait. The rep told me to have a seat and wait to see if itll load. But nothing happened. I ended up sitting there for an extra 45 minutes. Then after I told them it didnt work twice they went and got a different sim card. When they check for the sim card, they couldnt figure out which one went on this phone. After an argument and me standin at the counter for another 30 minutes they finally figured it out. It was very frustrating.

Make sure to ask for Tyler, for his glowing personality and his high degree of knowledge on accessories

Noah is an outstanding rep!

The people that work there just dont know basic things about your phone but love to tell you how the phone u have (2yrs old) is just junk now not worth $25 u need a new 1. I said I paid $750 for this phone recently! Oh well its ancient now u should just toss it out and buy a new 1!...

This Sprint store I will not go to again. I would not recommend anyone going to either. Management is rude and not understanding. I purchased a Drone as a Christmas gift which I was convinced into buying from them. I also upgraded a phone. He explained the return policy for the phone but not for the drone. We brought the drone back to return 2 days after Christmas because it was not as explained and my husband did not like. The manager told us we had to eat it because return policy was 14 days and I bought 30 days before returning. He told me to look at the small print on the reciepts. I explained that it was bought as a gift and was unopened. He said he would have returned if before Christmas but now was too late. If it was 17 or 18 days ok but not 30. They are deceptive in their practices when purchasing items. The absolutely knew it was a gift and never told me about the return policy because I would have never purchased knowing that. Obviously you need to read reviews because this store has a garbage rating. Go to Best Buy or At and T.

Gammal.D is a good retail consultant he gave us a great deal on our Iphone 6 he gives great advice!

Vance was very helpful and knowledgeable of sprint products.

Couldnt sell me a sprint sim card because they were out of stock. ... at a sprint store.... like WHAT? And I had to wait around for like 45 minutes just for some cocky sales guy to actually try and intimidate me with questions about the network I intend to use the card on. What good does a sprint sim card do me on another network? Total douchbaggery!

Was treated very rudely sworn at by assurion manager, talked over me did not answer my questions, did not help with issue of phone repair, feeling disrespected and, needed another employee to intervene due to belligerent assurion repair manager who went on to berate me and question the damage to the phones I needed repaired, I pay for insurance, the insurance papers from assurion did not indicate my galaxy phone was on a higher rate repair plan not included in the paperwork and when I needed to use it I feel like nothing was done to address my concerns,At this point I do not recommend sprint for baiting me with five lines for $90When actually I pay nearly $283 a month and Im never late, I feel ripped off and the service isnt that good, as soon as I pay this lease Im never coming back,Ive met some of the nastiest, rudest people since I signed up for this, and my issues are still unresolved and Ive never felt so humiliatedThanks Sprint

Fast service today, knowledgeable staff

Helped get me a good deal, plus very friendly and helpful!

Busy place, Professional, need to set up more places inside to connect customers to phone purchases.

If you want good service I suggest you to go to the one on 173, they have way better customer service.

The guy i bought my phone from was nice but went back to try to get help on visa 650 to pay off my verizon which is the current special and the guy wouldnt even give me the time of day had to go to another store to get help

So slow. 1 Star is generous. Just go someplace else