T-Mobile

Absolutely awful experience. The staff don’t care.
I was sold a phone for 140 $, 40 $ more than the T-​Mobile website was selling it for. I went back to ask them why that was the case, and if I could get a credit for the difference. They refused and pretty much didn’t give a crap about it.
0 stars if it was possible, but it’s not unfortunately.

The store manager was the person I happened to talk to and he was condescending and rude the entire time. Expect to have him pretend to have no idea what you’re talking about and treat you like you’re stupid unless you’re somehow able to stumble upon the exact technical term he uses with regards to a phone or plan. And on top of that, he’ll keep interrupting you to tell you something you already know while you’re trying to explain the question or problem you’re having. Very aggravating! Horrible customer service. Reading previous reviews (which I should have beforehand!) there seems to be a pattern of unprofessional behavior. Come here if you want to waste your time and feel belittled.

The ONLY reason they get a star is because Unilocal doesn’t have ZERO stars.
⁸⁄₁₄: I go in to do a jump upgrade because the customer care rep I spoke to over the phone said I would get the phone faster ordering in a store. Not my ideal option, but fine. I go in and Brandon helps me place the upgrade. I was actually going to write a review yesterday praising his knowledge of the phones, ease of upgrading, etc… but I told myself to wait and ensure the order is processed and received. I guess that’s what you call intuition. I opted for overnight shipping and SPECIFICALLY told him that if the phone was not going to come in on Friday, that I would rather wait and come back to the store on Monday to do the upgrade (because I had to surrender my phone at the time of order). He and another employee/​manager/​whatever ensure me more than once that I would receive the phone the next day with no problem.
Towards the end of the transaction, Brandon starts to tell me that the receipt will be emailed to me. Intuition (again) told me to ask him, «which email address is it being sent to?»
He looks at the screen then says, «That’s a good question.»
SMDH.
He calls a co-​worker over to help him out and tells his co-​worker that the system never asked him to enter an email address. Brandon prints out something with my order number on it so I can at least reference that when I call into customer care. Fine. I get back to my office and immediately call customer care because I had a feeling something didn’t go through properly.
First call, they don’t see anything at all on my account. I give them the order number then they see some activity, but the order wasn’t technically processed yet. I call back about 5 different times hoping for a different result to no avail.
⁸⁄₁₅: I call customer care around 8:30am and he really tried to assist more than any other rep yesterday. He tried to get the store on the phone while I was still on the line, but they weren’t open yet so, I tell him that I will wait to call them myself. I call the store right at 9am and the lady who answers tells me that she just clocked in and had to pull up my account and would give me a call back. I knew that as soon as I hung up with her, that would be the last time I spoke with her because she knew damn well she was not going to call me back.
An hour later, I call customer care back and the rep calls the store for me. He calls me back to tell me that the store manager said that the reason neither of them could see any tracking info is because I chose overnight delivery. «Sometimes people get their devices before UPS’s tracking info is updated.»
Fine. But the more I tell the customer care rep about my store experience, the more he starts to realize that something is not right with my order. He says he forgot to ask the store manager one more question. He calls me back another 20 minutes later after speaking to the store manager a second time. He asks if I ever signed an agreement in the store or if I received anything via email to sign. Obviously I didn’t because per Brandon’s comment the day before: the system never asked him to enter an email address. The customer care rep tells me that my order most likely didn’t go through because the store never had me sign an EIP Agreement nor was one emailed to me. He then tells me that the store manager said for me to wait until 2pm to go into the store and try to figure it out with them.
I go into the store and FOOLISHLY thought I was going to be treated with professionalism. Brandon pulls up my account and sees the same thing the customer care reps saw: activity, but technically no order processed. We go back and forth, the employees and manager, Kelly, go back and forth until they finally figure out that the reason my order was never processed was because they never had me sign the EIP Agreement (just like the customer care rep feared). I tell them I am not going to pay for shipping and that I want it refunded to my credit card. Kelly tells me there is no way for them to waive the shipping fee in the system so she would just credit my T-​Mobile account instead. Not the answer I wanted, but fine.
I go back to my office and IMMEDIATELY call customer care (again) to ensure everything went through properly. It did. But now, I am without a phone until Monday when I told the store POINT BLANK that if there was no way to receive it on Friday, i wanted to wait to do the upgrade. Whatever.
I then ask them to check on the credit that Kelly was supposedly going to apply to my account (I knew damn well she wasn’t going to). Of course she didn’t so, the customer care rep did it for me instead. THEN he tells me that she very well COULD HAVE waived the shipping fee! «There’s a button to waive the shipping fee during the upgrade process.»
Really?! A FKN button, Kelly?! She BOLD FACED lied to me.
STAY AWAY from this store and do everything with the customer care reps over the phone!

I would’ve given this place a 0 star if there was one. The head leader of this store, Angelo, was incredibly rude. I got a mini sim card from another store and called customer service to activate it. Customer service told me they will keep my old simcard in case the new one did not work. The new one did not work and turned out the customer rep told me the wrong info and they could not activate my old sim card back. So i had to go to this store to get a new sim card because tmobile gave me wrong information. The leader guy, Angelo was so rude and he said that it was not his fault that i got the wrong info from customer service rep and therefore, if i want to get a new sim card from this store, i have to pay. He said that it is my own problem and he won’t take care of it for me. When i ask him what’s his name, he gave me this «whatever you can make a complain against me» look. I turned out went to the water tower store and get a new sim card for FREE.
Never ever go to this store again!!!

the store is really !@#@$#%^!!!
I just went to this 50 E Randolph St, Chicago, IL 60 602 TMobile store with my friend today. We need to exchange the Sim card to a nano Sim. the gentleman in his 40s ask for 20 $ dollars for a nano Sim!!! I can’t believe it coz we pay more than 100 $ per month for our TMobile bill and now we just need a very cheap Sim card he asked for 20 us dollar!!! I don’t believe he will pay your family early termination fees even he will ask for a TMobile Sim card for 20 dollar. I understand my face is Asian, but we are not that stupid.

The staff here is worthless. It’s 930 in the morning, there is one other customer in the store and two employees. I walk in at 9 trying to get something on my account fixed (t mobile customer for 12 yrs). Even though there was 2 employees, I wasn’t helped and left the store after 30 minutes of «we ll be right with you». First employee was helping the other customer which is fine, second employee was doing what looked like administrative paperwork. Since when does paperwork trump customers?
T mobile is no different than any other carrier. They provide phone service. Nothing special. But when your call centers don’t speak English and your brick and mortar stores are hiring worthless employees then it’s an easy decision for a customer to go to a competitor.

I was in the US for couple of days, and decided to get a T-​mobile pay as you go plan, and Omar «recommended» me to sign up for the $ 60 plan because according to him pay as you go will cost $ 2.00/minute to call Canada. I brought the $ 100 refill for pay as you go, and Omar just left without telling me what my telephone number is, I had to ask his co-​worker instead. That evening, I found out that it only cost me $ 0.49/minute and not $ 2.00, the lack of product knowledge and unfriendliness makes the employee look very unprofessional.

I’m thrilled with the service I received from Diana R., Omar G., and Kelly A. Cell phone companies often give you more to hate than love about them, but these three really went above and beyond to help me out.

got a great pone from Chris! He knows every thing about phones and he’s cute too ;)

They are pretty rude at this location. Tell me the answer to my question in a nice way… not in a mean way.

I tried to go in on my lunch hour, but it was packed. I went in after work and had about a 15 min wait. Not a big deal. Diana (or Diane?) was funny and helpful. She did not try to upsell me. The store overall had a nice relaxed feel to it. It was a stress-​free shopping experience. I think it might be good if they had another person working there, due to the high volume during peak hours.

The store is good and they stand behind their products.
HOWEVER, they need to teach their employees good health practices. The sales lady asked for my phone and promptly sneezed into her HANDS. As she reached for my phone, I asked her to wash her hands which her reply was «It’s an allergy. I don’t need to wash them». This was all done in front of the manager who didn’t say a word.
YUCK!
I went to another T-​Mobile store instead.

After much online research I decided to finally upgrade my phone. HTC G2 how I love you!
I walked in, went to the counter and was helped in about 30 seconds. The sales guy helping me was very knowledgeable, and let me play with the sales model of the G2 while he changed my plan, sold me my new phone ect. All in all the entire transaction was a painless 15 minutes, then I was on my merry way.
All in all this location is better than all of the other T-​mobile locations that I have ever been to. The staff was very knowledgeable and professional.
One thing I should note… They don’t have working models of the phones on display, but if you ask, they will let play around with ones they have behind the counter!

This new T-​Mobile outpost is in a great spot come tourist time: the corner of Wabash and Randolph, in a bright and shiny corner location.
My newly-​purchased SmartPhone decided to crap out on me right out of the box. I needed a new one but everyone was sold out except for this location. We took a stroll north and popped in. Replaced SIM card, still no good. Phone replaced quick and easy, no charge, lots of help and answers and a smiling face. Done and done, T-​Mobile.