T-Mobile, Chandler AZ

Staff was extremely rude and dismissive regarding a stolen phone situation. Awful customer service.

Will plan to take my business and my family's business elsewhere after 15 years with Sprint and then T-Mobile. This is the worst I have been treated by staff in those 15 years.

-TS Hartzell

9/19 ~1: 00PM 5055 W Ray Road Store

The customer service here is AWESOME, Daisy was prompt, helpful, and knowledgeable.
I went in to pay my bill and walked out happy with a much needed home internet upgrade as well! Great surprise

They do not fully listen to what you say or want and order incorrect products. Also neglect to properly/fully tell you taxes and fees for "free" upgrades upfront until after everything is processed to ensure their sale. Very false and misleading sales practice, especially from someone who asks all the questions up front.

Anything that needs to be updated (they sent receipt to wrong email, even if your account email is correct. Or they order wrong product product) they say to call customer care.

Perfect setup for my family and I. Originally set up 3 lines with 3 iPhones switching from verizon and later checked back with store to review my bill in a week and anything i needed or had concerns about, they helped adjust my bill and reassure me of any questions and concerns. Best customer service I’ve had with any provider!

Honestly the best store to look out for the customers interest and offering promotions for existing customers 10/10 recommend

It’s 6: 50p says they close at 8p but doors are closed and locked already so I guess they don’t want to make any sales update your store hours so customers don’t waste their time driving to your location

Refused to help me because there was a line, just told me to buy a new phone online and have it shipped

This place is torturously slow and inefficient

2pm: I call. We're bring 4 phones over. We'll need two new iPhone 14s. How's your stock on the newer iPhones?
A: awesome yeah we're pretty stocked up on all the 14s

I come in around 4. We're the only people in the store with two employees. I ask for a 14 256 black. Guy goes to check in the back for it. Employee 2 also goes back, probably to avoid us. 5 minutes later he comes out. We don't have it let me check another store. I tell him before he runs away again that, we also need a 14plus 256 any color. He leaves. Comes back out another 5 minutes later. Alright we have another store with the 14 black, they're 8 minutes away I'm going to go get it. Doesn't mention the plus, disappears again. Other employee comes out to help us. I ask about the plus. Oh we need to wait 6 more minutes for the safe to open up. 10 minutes later the guy pops out to leave on his 20 minute trip to get the phone he should have already had hours ago. Safe opens, they don't have the plus. They also don't have it at any other store. Apple sells 232 million iPhones a year but I guess this chain of stores in the 5th largest city in the country doesn't think it's important to keep any 256 plus models in stock.

Half way through the process they tell us we need our transfer pin. They could have told us this in the first half hour so we could do it while we were waiting but hey what's another 10 minutes anyways?

Guy gets back. Turns out the other store didn't have the 256 black 14. I'm hardly surprised at this point. Just another tally on the growing mistake board.

I ended up returning home after being at the store for an hour and a half. No bank/credit troubles, no unknown passwords, no transferring of data from one phone to another. We called ahead to bring everything we needed and make sure they had everything they needed. They didn't have us bring enough info, they didn't have the phones nor could they get them. Of course the computer system is slow on top of all this.

This store consistently failed to do their job. I'd rather be punched in the face. At least then I'd know to leave immediately. Instead I slogged through their endless incompetence under the belief that it would all be over soon.

This location is something else. Unless you change phone there, otherwise don't think about to get any service. They will tell you this is out of our authority. I got a Samsung watch there, trying to return.they said that we have different worker here now, so not able to. I have try out the home internet, return it 2 weeks later.i am too stupid not keeping the receipt well. Return to this same store, didn't cancel the service. 3 months later T mobile said that they never received the equipment and ask me to pay about $280. And they store said that there is no way they can check. Ordered a new phone from T mobile website. T mobile said just drop old phone at any store. Stop by here try to drop of the old phone, Of course they said not able to. I don't really what they can do.

The staff was thorough on following protocol and procedures of T-Mobile, my issue is not with that of the staff. This complaint is so that it can reach anyone who might be able to change an outdated policy. We live in a world we're we have technology always on our body. Were digital IDs are accepted at bars, clubs, and even with TSA to board a plane. When a customer has added their digital ID to their phone and they are not able to access their account it is disappointing. Again the store did great it shows integrity to their job. Accounts are able to be bypassed; I asked if they could verify with my AZ Mobile ID and was denied that. I work 45 minutes away from home and work 14 hour days 14: 00-04: 00 to get out of bed earlier to fix an issue in which I myself ended up figuring out was a disappointing. Hopefully this gets seen by someone who can and will forward a proposal to policy. Thank you Store 1SJP for doing your job I again want to express I am. Ot upset at the store they were great.