T-Mobile

There is NO customer service being offered at store #9423 on Oleander Drive, Wilmington, NC. I went to buy an iPhone 6, and worked with Jake. I ended up purchasing an iPhone 6 with 64GB. He was professional. I told him I would probably be back the next day to buy the same phone for my husband for his birthday. I returned the next day, Jake was not there, so I worked with Natasha. I told her I wanted to buy the same phone I purchased the day before for my husband. She retrieved a phone. I paid for the phone, and went on my way. When I got home, I was getting ready to wrap the phone and noticed that the phone was a 16GB. I returned to the store the next day, and I tried to work with a young man, who told me I would have to work with Natasha… saying «she has the codes.» What the hell does that mean??? Well, I worked with Natasha … I told her I wanted the same phone I purchased for myself, meaning a 64 GB iPhone 6. Her response, «you’re going to have to pay a $ 50 restocking fee.» I told her I wanted the SAME phone I purchased for myself, a 64GB phone, and she had given me a 16 GB phone. «Well,» she said, «we normally only sell 16GB phones and you are still going to have to pay the $ 50 restocking fee.» First of all, I’m thinking «hmmmm, you NORMALLY only sell 16GB phones. Is that how T-​Mobile management is telling their sales people to sell phones?!? That just felt like Natasha’s way of covering up her mistake. I mean, really? do you know how stupid that sounds? I told her my husband had been a T-​Mobile customer for 20 years and that I wasn’t feeling the love, could I speak to the manager? Her response, «she isn’t here, but I can call her and leave her a message.» That response, to my direct request to talk to the store manager, set the tone for what would end up being a 3-​day odyssey in T-​Mobile hell. Natasha told me, «you can call T-​Mobile yourself and try to get the $ 50 restocking fee credited back to your account,» and with that, I knew at this point I’m dealing with someone who has no clue about customer service, and definitely no clue about how to help a customer who has spent over $ 1600 at the store and has been a loyal customer for 20 years. I’m thinking just give me the phone I asked for and get me out of here!
Natasha took the 16GB phone and retrieved a 64GB phone. I asked her what happens to the phones that are opened and returned, her response was they are not able to resell them. I have since called T-​Mobile Corporate offices (to file an official complaint against the store), and I spoke with Angela. Angela told me the phones CAN be resold, but they are marked as «used phones.»
After paying the up-​charge for the 64GB phone, Natasha bagged it, printed my receipt and I left. Got home, wrapped the phone for my husband’s birthday gift, and gave it to him the next day. He opens the phone and very quickly realizes it’s a 16GB phone! At this point, I’m feeling like I’d rather go have a root canal before I have to step foot in that store and deal with the incompetence AGAIN! I told my husband the story of what had taken place prior to giving him the phone, and he called the store and asked to talk to the manager. The manager, Susan, agreed it was T-Mobile’s error, I was given the wrong phone for the second time, and Susan said she would refund our $ 50 restocking fee. I’m thinking «FINALLY, a voice of reason.»
We go to the store to pick up the phone, take it home and my husband is getting ready to hard wire the phone to his Mac and there was no power cord in the box. I asked him if they opened a new box when he got his phone and he said no, so T-​Mobile DOES resell phones that are previously opened (contrary to what Natasha told me). At this point, it’s laughable, but painful. We take another trip (my 3^rd trip) to the store to retrieve the missing power cord and my husband goes into the store. Sandi C & Natasha were working, and without looking my husband in the eye, without an apology, Sandi C hands the cord to my husband and with an accusatory tone says, «the cord was in the box!» The implication, in Sandi C’s tone, was you are a thief trying to steal a power cord. That doesn’t make sense. Why would we put ourselves through, yet another, painful encounter with total incompetence??? I blew my stack and stormed into the store demanding to see the manager. AGAIN, the manager was not in store. At no point, during this whole painful experience, was there a manager available to help mitigate the bad customer service experience.
So, not one day or two days, but 2 weeks after this whole nightmare, the manager (Susan) calls my husband’s phone and I answer. I talked to her and gave her my account of the events. However, I did not feel there was a sincere desire, on her part, to really understand how the events leading up to my blow up, kept getting escalated by her staff’s bad customer service.

Happy with the service, location, and product. I would tell you the customer service was proactive but didn’t push any products my father and I didn’t want. He gave us our options and we decided what was best for us.