T-Mobile, Plantation FL

Mike Fernandez was outstanding, my phone was needing to be set up right, he was amazing, got all my problems solved and explained everything to me. Exceptional employee thank you so very much.

Been a customer of T-Mobile for possible 15 years. And have been to various locations between Palm Beach and Broward County. And the experience in all of them are usually exceptional. Today (around 2pm) I decided to see the balance of my device to seek a possible upgrade. I was in Broward Mall and decided to check the T-Mobile App and under bill option it said couldn’t find page or an error loading (use this app many times, so navigating is is easy). So I decided to check in the store. I walked in and there were 4 employees. 2 at the door one I assume he was a greeter as he had an iPad that I have seen customers usually get checked in on. After walking pass them I got greeted as they were in their own conversation (I let it slide) but then went to the table where there was a female and male employee at one of the stations and I said hey I’m looking to see how many payments I have left on this device. The gentleman had a friendly tone but the female said “you can check in the app. ” My response W’s the app isn’t working and I explained the error. Her response was “update the app” in a tone that was really condescending and I said ok… update the app to access this one page where everything else is working (in my mind), she literally cut her eye 3 times while I was confused and kinda dismissed me. Someone was with me and got the same dismissive attitude that I picked up on. And we walked out immediately. On a side note when I walked out, I went into the App Store on my iPhone and the app was up to date.

So there are layers to this, being in that industry the term “serve to sell, ” comes to mind. Also I was looking to possible upgrade and add another line. But based on this experience I immediately walked out. This has been by far the worse experience I have had at T-Mobile and I hope this gets addressed. The store was literally empty and could have a more welcoming inviting atmosphere in general. Secondly the lady that spoke to me this way was a mobile expert and I do recall the name. But I won’t list it here. I hope somehow she is addressed as well. This is completely unacceptable and if I’m officially considering seeking other carriers at this point.

My sister and I went to this store so she could get a new phone and a month later we realize our bill was messed up and they could not send us paper bills anymore although we never switched from paper bills to ebills. Also 2 months later we found out on our new bill that there was an apple watch taken out and when we called they told us they would take it off and they didn't. Fast forward to toady which is 6 months later we closed the account and switched to at&t and they still have that apple watch on our final bill and they won't remove it. This store is sketch as hell, DO NOT GO HERE, THEY DO NOT CARE ABOUT THE CUSTOMERS, THEY ONLY CARE ABOUT MAKING THE NUMBERS!

If I could give zero stars I would. This place is a complete scam! I advise you to stay completely away. They tried to sell me an additional line in order to help me port my number from sprint. They messed up my account, couldn’t connect a line for me and sent me a bill for a month of service that was never provided. In short this is a complete scam and they are using unscrupulous business practices. Beware!

Today I had such a terrible experience at this location. I went to the store to get a new screen protector and Ryan couldn't find the account so he made me call Customer Care to get assistance to request a credit back because I have to buy a new one due to not being able to prove I have the insurance which provides me a free screen. Ryan said that this is happening because I didn't get the device from them, just I got the screen protector.
He was not willing to find a way to solve the issue. He asked me to go back when the manager is there. I tried to get a copy of the receipt but he said that even showing him that, he wouldn't be able to give the new screen. He saw in my phone that I have an active account and he kept saying that is not what he needed it. He simply just started helping somebody else, no respect.
I called customer care but the Rep said that there is no way to solve the issue because they couldn't credit me back if I decide to pay for a new screen protector. I requested a manager but she also started telling me the same thing which made no sense because I wasn't even asking for a credit, I just wanted to get the screen. I asked her to send me the copy of my receipt because I know they have access and she just sent me a link to log in on my account. The name of this manager is Sequoya's.
Is this the way they have to show their customer's appreciation and value as they promote that every day?

Fast and efficient, great customer service. Ryan went above and beyond explaining all our options and how things work (trust I ask a thousand questions and he answered all of them without hesitation, pretty impress). This is my go to Tmobile now. Make sure you get helped by Ryan he won't stir you wrong!

Terrible experience. My husband and I are T Mobile customers for more than 5 years. We went to T-Mobile in the Broward mall to change my husbands iPhone 13 for a 14 and they offered us a bundle with a bunch of accessories (that’s we didn’t needed or ask for) because it was supposed to help us to keep the bill for the same amount we had been paying and promised us that the bill would no increase at all. For our surprise after two weeks our bill came $200 more and we went to the store several times and left with the promise that they will fix the problem and credit our account for the discounts we were supposed to get. Every time we went the manager was never available as per the sales representative. We called customer service and the hive is some credit for one bill cycle and the next month we had the same crazy bill. It’s been four months and nobody has resolved our situation and they won’t take the bundle accessories back because it’s been more than 30 days. We feel very disappointed of the lack of respect for the customers and the way they lie to their customers. The sales representative only wanted his commission for selling of these accessories and left us stuck with a crazy bill. Be careful with what they offered you and don’t believe everything they offer you. I wish someone will contact us to apologize for the nightmare they caused us.
The sales representatives that got us on all of this is Phil and Alex by the way.

Nick Singh is a great Asset to the Company.
We have bought Phones before but the experience with Nick is second to none.
He made us feel comfortable, and explained everything in details. There was no pressure which made us feel more relaxed.
We would definitely recommend him.
He should be a Manager,
Al and Gail

I want to make my complaint, the person who serves me in the corporate store treated me in a contemptuous rude manner, they have no idea of ​​the treatment and the lousy customer service, I do not recommend it, rude woman and just because she was not American, she was very derogatory

Nick was super fantastic helping straighten out my phone! Calm, friendly and very knowledgeable!