T-Mobile, Lockport NY

Waited 30 minutes and not one worker acknowledged that we entered the store. Very poor customer service at this location.

This T-Mobile is most helpful. I have tried others in Erie County (Northern) and have been either turned away by being rued or unknowingly about the products available. Lockport NY store not only is educated but is helpful. If they don’t know the answer which is odd then they will go find you the answer before you leave! This group of guys work well together and harmonious as a team. They help each other when necessary. I transferred from Verizon in the end of September. I had equipment failures and was told by corporate that I had to still pay for everything as if it worked! Fast forward to Thanksgiving we, my husband and I have paid close to $2,000 to end the contract for the equipment we and was told it is was mine. Now the end of November I get a $200 bill for services rendered for November and for equipment. I go to Niagara Falls Blvd store in Amherst, NY only they want all of my equipment back. That includes a watch, iPad, router, iPhone 13, and missing in a jet pack because when I transferred I was under the impression the equipment was mine, that I disposed of the jet pack since it did not work. I have equipment with T-Mobile that replaces the router, tablet, and a SIM card change not once but twice in my phone to t-mobile. I got a letter that said any purchase from Nov 23,2023 to Dec 31,2023 has to be returned by Jan 2023. So if my Verizon equipment is over a year old why do I have to return it? Now I have the added expense of getting a new phone and watch again the were purchased to be close to exact over a year and a half ago on a plan and that is what the two thousand dollars that we paid off in early November went for. What a rip off. Just a side note my step father died Christmas of 2021 and my Mother notified Verizon of his passing then. They are still taking money from her account every month to cover a dead persons phone for almost two years and she gave up Verizon shortly after his death. She is out West in a different state and is paying over 50.00 a month that she doesn’t even use! What a rip off also

I must give the highest praise, kudos, and thanks to Jacob M.who above and beyond for me. T-Mobile had double-charged me, but the second charge was not showing up on their end. With my bank statement in hand, Jacob spent an hour and a half on the phone trying to convince HQ that the double-charge was showing only on my statement. He did not push me off, and I thank him and the entire team, for their diligence and effort.

Recently went to upgrade our phones, the process was painless! Brad was exceptionally knowledgeable about the products, the plans, and the procedures. No question was left open ended and he was very easy to talk to. We ended up with two awesome new phones, made some account adjustments I had been struggling to take care of, and helped me settle on a Google watch which I love so far!

Nice reps but they lie! I was sold the 4 lines for 100 and then the trade in where u get free iPhone 15s with an eligible trade in. We also got one with BOGO Rep told me my bill would be 112-115.00 I got my first bill it’s 235! Promotions applied. I spent over an hour on the phone to be hung up on twice and no one to help me. Don’t fall for their scams now I cannot afford the bill an no one will help me.

The lockport store itself is actually wonderful and the manager is incredible. This comment is mostly for the cell service in this area. It’s actually pretty crazy how terrible the cell service is in A LOT of Lockport. Like the entire back end of lockport is a complete dead zone. From the auto zone on transit, All down high street, a big part of E. Main. I’ve went through 3 different phone’s thinking it had to be the phones but no…there is just a giant chunk of the back part of Lockport that t mobile was like “eghhhh, they dont need service there” its so bad that when i do doordash, I can’t end my trip, and i have to drive almost 2 miles the wrong way to get service again to end the trip so i can see where im going for the next one. Y’all really gotta get some better towers or something in Lockport because this sucks!

I've been dealing with Brad for years. He is so patient and answers and solves all my problems, even though I explain things in my own words, lol and he always knows what I'm talking about. He also trained his staff the way he deals with problems and people. They are all exceptional, courteous and professional, but I'm partial to Brad as I've been with him so long.

Completely destroyed my phone and plan. It's not a manufacturer defect. You put my Sim card in while it was still on which fried it. According to the experts at the 1-800 number. Just cause you wanted me gone that night. For now on I will only pay by phone or internet because you lied to me.

TERRIBLE STORE. Total scam artist with promotions. The manager is a scam artist! BEWARE of their fake promotions. It will cost you more $$ in the end, as well as a headache trying to rectify their fake promotions with T-moble customer care. Shopper beware

Stop in bc my phone wasn't charging, and Brad told me the problem. I ended up upgrading to a new phone. Brad was so helpful and even had Jack help bc I was on time frame. Very clean inside and nice and bright.
Definitely will go back!

Store manager in Lockport was great! BUT kept having problems with t-mobile charging me $20 more than the price I was quoted. Don't bother calling them, they were 'off-shore' and refused to give me someone I could understand no matter how patient and nice I was. Ended up hanging up on them. Back to the store

I've been to this store many times and everytime that I go there I am given exceptional service. Even when they are busy, they take the time with each person to make sure that their needs are met.

Brad is always a wealth of information and makes sure that he goes above and beyond. I would highly recommend this location.

Thank you for always helping.

Outstanding customer service at this store! Especially the store manager Brad has a very warm, courteous, patient and accommodating persona. He went out of the way to answer my questions patiently and explained everything I needed to know and gave me genuine suggestions. Without a doubt, a very well managed store by an exceptional and wonderful manager! I'd recommend this store over all the other T-Mobile stores I have visited.