Sprint Store

AVOID AT ALL COSTS. I don’t understand how this place hasn’t had corporate help given the reviews and the fact that it’s the only Sprint store in town and they should want it to represent the brand well.
Ordered a $ 300 after contract phone online, scheduled appointment for pickup. Arrive and first impression isn’t great. Two female associates standing at desk, playing with their phones. They continue chatting with each other and messing with phones even after looking up and clearly making eye contact with me. Takes a good 30 seconds for even acknowledgement with looking back at me at which point I say «I scheduled an appointment to pickup a phone I ordered online».
Female Ass (ociate) — our system is down.
Me: ok… what does that mean?
Associate: we can’t process any orders placed online.
Me: ok. what are my options then?
Associate: we can cancel it and you can place a new order here. The bank will keep a hold on the cancelled order for a few days
Me: ummm, i’m slightly annoyed that I scheduled an appointment, already paid, and received two confirmations that my phone was «ready to be picked up». Clearly it isn’t and now i’ll be out $ 300+ dollars for a few days. It would have been nice to receive a call that it is NOT in fact ready to be picked up.
Associate: It is.
Me: No, it’s not. You’re telling me the system is down and I can’t leave with it today, correct?
Associate: Well it’s here.
Me: That’s f’ing insane. I’ve paid for it, you wasted my lunch hour by telling me it’s ready to be picked up, won’t let me pick it up, and now are arguing with me that it is in fact ready to be picked up? Can I leave with the phone I paid for today?
Associate: –nothing–
Me: It would have been nice to have received a call saying «our system is down» you can’t pick up your phone just yet can we reschedule your appointment. Why didn’t this happen?
Associate: we don’t have a phone number for you.
Me: you made me schedule an appointment but don’t know who scheduled it?
Associate: we can’t see what appointments are scheduled.
Me: I realize i’m venting a little on you, and you’re just a front-​desk person, but I’m doing htis because you need to let management know how annoyed this makes customers. You need to have a list every day of who has appointments and when you can’t process orders, call and let customers know
Associate: we’ve let management know before
Me: clearly it hasn’t been fixed, keep letting them know. that’s how things change
Associate: did you still want to cancel that order?
Me: fine, whatever. I want the phone today and don’t want to drive 25 minutes out of my way on my lunch hour again.
Associate: –wastes 20 minutes searching for phone number to call and cancel order-​. Ok what is the PIN on the account?
Me: I don’t know. That’s why I placed the order online. The account owner has given me full privileges to the account online but I have no idea on the PIN they created it with.
Associate: –smugly– well you would have needed that anyway. Even if you were just picking up an online order
Me: well again, that would have been nice to know before telling me the order is ready and wasting my lunch hour for me to drive out here. I’ve been with Spring for 10+ years but this is absurd, and your service is atrocious. I’ll be taking my business to AT&T.

I just walked out of the Sprint store on 4812 S. Loop in Lubbock. I had first walked in, to my right were 2 male employees talking with each other, to my left were 2 female employees talking and looking at their phone texting, the one male at the greeters desk was actually talking with a customer, 2 customers were walking around on their own looking around and one other employee sitting in the lobby area texting on his phone. He was the only one who asked if he could help me, of course he stayed seated when he asked. I got just the information I needed and left. One would think that in a society that places so much emphasis on customer service, that employees of a company like this would be more courteous and helpful. Luckily there are several more companies to choose from, which I certainly will be sure to use as opposed to using Sprint. If the customer service is this bad when they haven’t even made a sale yet, I can’t imagine how poor the service will be once they do get one to sign a contract. I hope this helps to deter anyone from choosing this company. The only reason this place gets a star, is because I couldn’t choose zero nor negative stars.

An inept employee messed up my appointment calendar and management didn’t care at all. Most poorly run business I’ve had the misfortune of dealing with. They never answer their phones and stand around visiting while customers are waiting. I will drive to Midland before I deal with this joke of a factory store again.

The representatives are rude and disrespectful and don’t know the rules or policies. Don’t go here! You are better off talking to them online where you will get better customer support

Worse service ever. Customers walking out while employees ignore them. I’m going to AT&T next time.