Worst experience ever. On September 23 I came in to buy my kid a timex for his watch. They don’t sell those anymore. But got offered a galaxy watch 4 with a stand alone line for my kid and it had a promotion going on. Cool. Well I go to set it up before my sons birthday and I cannot connect it to the number they gave me. Kelsey Vasquez was the girl that sold me the watch. I was on the phone with customer support for over 2 hours and no one could help. Today I went back to T-Mobile. Kelsey again was the one helping me. I was there for three hours! Just to be told sorry the galaxy watch cannot be on stand alone. Why would she sell me the watch if it could not be on a stand alone line? How could no one in customer care or at the store know? I wasted almost six hours all together trying to get it to work! At the end of my three hours there she told me I have to send the watch back and oh well. And I can buy the Apple Watch for the stand alone line. Cuz yes I want to spend 400 bucks on a watch for my ten year old. Been with T-Mobile for 12 years mind you too. Don’t sell people stuff you have no idea about!! I cannot believe I sat there for three hours and left crying! I already gave my son the watch for his birthday and now he doesn’t have one. Thanks Kelsey, maybe you should know what you are selling.

Dont go to this store, they wont let you in without a mask and they have no phones in stock Go! Go to Best Buy they seem more eagar for your business and friendly!

The salesman from this location, Kevin, is incredibly rude, condescending, and deceitful. I asked MANY times for clarification on what I was paying upfront for when adding a line and phone to my plan, and what my TOTAL monthly cost would be. I asked explicitly if it was including taxes and fees, and he said yes several times. He also told me I needed to buy a charger because the phone doesn’t come with a charger, and the ones I have from my old iPhone wouldn’t work because Apple *just* started using new chargers. I get home and looked in the box, turns out the phone I purchased came with a charger, and used the same charger as my old phone so I bought a charger from Kevin for no reason. I got my first bill, and it’s $32 more than what he told me it would be each month! I called T-Mobile customer service and they swapped me onto a new, discounted plan when I explained what had happened. After 3 months, I get a notice that my plan was changed back to the original one that was $32 more than I was told it would be. Customer service told me to go back to the store and have them adjust my bill, that TMobile told me to go back to the original salesman. I went back to him and he was incredibly rude, and after waiting 45 mins to be helped, he said they should’ve never given me an adjusted plan in the first place, etc. He offered to put me on a plan with taxes and fees included to fix this problem, he comes back and says my new monthly total will be $124... $8 MORE than the plan I came in to have adjusted! I am swapping phone companies tomorrow because of this, and I’m stuck paying off $600 in early termination fees over his deceitfulness. Not to mention, with T-Mobile my calls drop every single day, and I can’t even access data half the time.

WORST t-mobile location in the area. Dont trust a single thing they say.

Worst customer service I have seen in a long time. Not only would they not tell me how much longer it will be (like 10 minutes or 1hr) when I asked if I could run across the street to shop while I’m waiting... the dude said no problem I’ll give you two minutes but then you lose your spot and have to wait all over again. When I told him there’s no way that’s possible and that I’m just gonna hover around and look at products to buy. He then told me don’t touch anything because I have to clean everything. Not sure if the guys knows, his store sells merchandise retail ... people are going to touch something . Verizon down the street is 1000000% better.

Not helpful at all going to a different phone company !

I was having trouble with my Apple Watch orders I went to this location after speaking to customer service multiple times and LEO was able to solve all my problems I usually don’t write reviews but I got exceptional customer service from this location so I had to show my appreciation thanks again LEO

The guys here at T-Mobile were just wonderful. I came in and they went over and beyond to help me with problems getting my Gmail on my new phone which I had bought at a store closer to my house. They were kind and so patient as I am of the older generation where I know nothing but how to text or make a call. If you are looking for excellent customer service for any problems or need a new phone go here. You won’t be sorry.

I’ve had one subpar experience here a couple of years ago, however, my last few visits have been outstanding. Way to improve!

We wanted a quick appointment to get a new phone, and Leo gave us exactly that! We picked out the OnePlus Nord N10, and he promptly took our payment and set up the phone, all in only about 30 minutes time. Thanks Leo!

Nice store. Employees very helpful. Took care of my problems. Store very clean, mask must be worn

My husband and I upgraded our phones and had a wonderful experience! Leo went above and beyond to help us with every question we had and made sure we were comfortable with the new phones. Helped us out with the screen protectors and cases that he put on! Stress free Saturday thanks to Leo! Well be using this location exclusively from now on.

We finally found a cell phone company that cares about its customers! After Verizon mislead and didnt care about us and then AT&T gave us wrong information numerous times..... T-Mobile in Algonquin provided. Lisa was amazing to work with. Honest about what she could and couldnt do and was so great helping us get all of our lines switched over. So far so good on the service!

Terrible service from both an associate and a manger! Extremely rude and dismissive. Was there to upgrade to the new iPhone. Explained I had purchased the warranty, but for some reason it wasn’t on my account and since they took my screen protector off I wanted a replacement one. Refused to honor it. So I took my service to a T-mobile 30 minutes away where they know what good customer service is.

Ozzi the manager and the entire staff is very helpful.

Eric was very helpful in streamlining a daunting process regarding my account.

I walk in and was greeted promptly and was to they were a max capacity do I waited . I delt with Leopoldo Martinez and he was friendly and very helpful and knew his stuff i will definitely bring my business back to this store. Thank you for just making easy to stop in.

Great service and wonderful help

Every time I come in it takes 20 to 30 minutes to even talk to someone. Even with only 1 or 2 other people in the store! Not coming back here anymore. Your a tmobile store! Not a store to teach seniors how to use technology. They also jacked up my screen cover install on my brand new phone.

Terrible service, Store opens at ten. I had an eleven oclock appointment, checked in at eleven, they told me I was next. I saw 3 other people walk in after that. At 11:40 I went in to question what happened. I was told I need to wait outside until they called me. Find another location if you need to use t-mobile.

Visited the Algonquin IL office the other day to check plans and equipment. Excellent staff, good teamwork demonstrated, Leo was my contact and greeted me as soon as I walked in. Eric the Associate Manager also assisted and put me at ease throughout the process. I’ve been with a competitor for sixteen years but feel comfortable and completely happy with my decision to switch. T-Mobile and the staff at Algonquin IL are first rate.Mike K

Well managed during Covid-19. Extremely helpful with the issue I had with my iPhone.

They messed up my phone instead of trying to fix it and didnt even own up to it...even when I clearly saw him do it in front of me. Went to another t mobile and they LAUGHED saying how they could mess it up that bad if all I needed to fix my phone was a simple task. The people that work here clearly didnt know how to do their job.

On the 1st day of 2020, my wife and I visited the Algonquin IL office~Heather was beyond our expectations, pleasant and efficient. We would give her a five star rating. Eric was informative and helpful as well.

11:00 am, should’ve been open since 10:00, BUT IT IS STILL CLOSE!

Called the store and ask if I can switch to Tmobile from Sprint and said they dont like doing it cause it takes too long of a process. So I ask why they dont like doing theyre job...I ask for his name and he said he wont give it to me and hung up the phone on me. It was on 3/14/21 at 3pm. Not well trained and professional employees.

Ridiculous process to exchange my phone. Waiting over an hour before anyone would even talk to me. There was one person in line before me, only getting a Sim card... Please wait in your car and we will call you.Called Tmobile 45 minutes into my wait. Tmobile called the store and was told the same thing. Waited another 20 minutes on what should have been an in and out drop off of my phone, call me when the info is transferred type of thing.You guys really suck.

Reps @ the store incorrectly ordered myReplacement phone there by wasting my time, gas and untimately costing me more money .

Called ahead to ask if I needed an appointment was told walk-ins are fine. By the time I got everything ready and got there I was told by the person inside that I definitely needed an appointment and it would be 3 hours Very inconvenient

Bronson helped me get my OnePlus 8. Cool guy, and he even called up support to try and knock some fees off (corporate didnt bite, but the point is he tried when he didnt have to).

Good customer service like always

Absolutely the best experience. The manager is very customer service oriented. My wife and I have had two encounters with her in the past few months. In both cases she went above and beyond to address our needs. I endorse her and this store without any reservations.

Heather at T-Mobile in Algonquin is amazing she spent at least an hour or more helping my daughter and I switch phones and transfer our information. She is friendly an Apple genius / ninja and a great human being. Cannot day enough about her. Keep your eye on this one T-Mobile she will go far.

I came looking to purchase a phone. Kevin (Tmobile rep) greeted me outside store and open both doors. He said it is part of Covid-19 preparation.The phone was not available in stock, so Kevin helped place an online order. So far so good until I read the detail billing. It has extra $20 charge for upgrade. I asked and was told the $20 is default charge for come to store to purchase. I asked Kevin to cancel the order since I was not told about extra $20 in advance. He said (a) it cant be done. Once order place it cant be cancel; (b) I need to wait for email confirmation BUT do not sign that email. If I do not sign then order will automatically cancel. Well, 4 days later, phone came to my home. I brought it back to same T-mobile store. Lisa (Tmobile rep) told that Kevin explanation on cancel order was ALMOST correct. That is if I purchased installment plan then I will see the SIGN. Because I paid in full, the order come through and she cant help with anything. She suggested to go home create return (something) and mail the phone back. Tmobile store cant accept it. I asked to talk with manager. The manager open the box to look for something but only see the phone. He then told Lisa to call in T-mobile and create return label for me. He said to put the return label on the box and drop it at UPS facility or UPS store. After T-mobile factory got the phone then T-mobile will refund my money, include the $20. (June 2) Phone is on the way back to T-mobile. Hopefully T-mobile will refund all my money. Seem like T-mobile representative could use additional training or may be T-mobile does NOT provide enough training for their employee. #disappointedJune 05: [update]. I called and talk with Ozzie (store manager). He explained the confusion arrive from the merger of T-Mobile and Sprint. Apparently in the past T-Mobile would require customer to sign email order even with full price payment before T-Mobile send out phone. Due to the merger, policy has changed a little. Customer only need to sign the installment payment email. Seem like the minor change has not fully cascade to all T-Mobile employees. Ozzie offered some credit for my trouble and time (two times visit brick-and-mortar store and write detail review of incident at T-Mobile ). As one of the top communication service provider in the world, hopefully T-Mobile employee will watch out for little thing that would possibly harm T-Mobile reputation and business. Thanks!

I want to Thank Ryan and Lou for helping me with my phone decision. Your professionalism and expertise made my situation much easier. My phone had quit working and I needed help getting a new one. Ryan and Lou were very patient and helpful in making a tough decision much easier. Thank You Ryan for staying late and helping me through this. Thank you Lou for all the solid advice over the phone. You both are an asset to T-Mobile and a blessing to work with. Thank you for all the help.

My experience was fantastic!! Lisa at T-Mobil in Algonquin on Randal Rd. and County Line Rd. Was informative and my phone experience was the best I have had. Getting a new phone in the past years has always been a hassle, Lisa mad it a very good experience. Thank you for you GREAT CUSTOMER SERVICE. Tom

Kelly was very Helpful and friendly. She engaged with other customers when then entered the store while the staff was helping other customers. Smooth and fun experience setting up our new ph. We are now part of the TMobile Family. Nice Job Kelly!

I will not be going back to this store. Over promised and never delivered what was discussed. In order for me to complete 2 ADDITIONAL line port ins, i needed 2 separate trips, 4 phone calls, and still waiting for my credits. Reps were unaware of the policy and gave me completely wrong information pertaining to what would happen if i upgraded my plan. Never gave me a receipt at the end of the transaction, just moved on to the next customer leaving me to bag my own two phones. Very disappointed, hoping this isnt the norm there.

I was in the store on Friday May 23,2014. Around 1:30pm, the sales associate, Carlos, was a life saver! He helped me for over an hour. I Was in the store last week, & was assisted by the manager who helped me transfer contacts from my old phone that the Crystal Lake store couldnt. I went in the store & Carlos was very eager to assist me in transferring my pictures & answer a few more questions. I had previously lost all my pictures & videos, Carlos recommended using the drop box & maraculasly recovered all my lost videos& pictures from the past 2 years, that I thought I would never see again. Im a mom of a 7 yr old daughter, who Ive been recording her childhood on my phone for the past 2 yrs. He brought back memories that I thought I had lost forever. I was so grateful for Carlos taking time with me, that I went out& got him a gift card to a local restaurant.

Went in two times this week, they didnt have the phone I wanted the first time but were very helpful to find where I can find one. The second time, the guy was super cool and got my boyfriend his new phone.

No waiting line system or check in system have been waiting over an hour, horrible place avoid!

Im a big T-Mobile fan, but this store is not their best. I always have to wait for a long time before someone will talk to me, then they generally cant help. Plus, whats up with a $20 upgrade fee? Im already paying a lot for the new phone!

I came in to pay my bill. I was told it would take them 45-60 minutes to help me out. Are you kidding me?!? It takes literally 2 minutes AT MOST to process payment as I’ve done that at other tmob stores in the past. Granted, they had other people in line at the time and I was told they’re waiting to be helped with complicated issues and or purchases. I just wanted to pay my bill. Such a shame that they make customers wait that long for something that takes just a couple minutes. If other customers in front of me also wanted to pay their bills I would’ve been ok with it, but since they weren’t I definitely feel that the staff there don’t care or don’t understand priorities.I went to the crystal lake store and was helped immediately, even though they had a couple customers waiting ahead of me. Talk about the difference in customer service.

Always very helpful and knowledgeable at this location! Recommended highly.

I always think people focus on the bad and never give credit to people doing good so I knew I had to say something about my service and the service I saw being given in the store! I went in Tuesday looking for a new phone I decided I liked the S10 but they didnt have any in but they would call when they did. I got a call later that day! Came back in to the store and Eric the sales manager was helping me and was so pleasant. While helping me a customer came in...an older lady who I knew eric had helped several other times she had questions. She wanted to wait for Eric. Meanwhile Kelly comes back from her break and immediately recognizes me and greets me as if we have been friends for years. Mind you I have not been in that store for 3 years. Eric asked if I minded that Kelly helped me because he had to help the other customer. Ofcourse I didnt mind. Well Kelly helped me all the way through. While laughing and catching up. I still cant believe she remembered me!!! What a sweet person. But Eric oh my the patience he had with this 82 year old lady. He answered all her questions with patience and sincerity and spent so much time with her!. I was so impressed!!! True customer service!!! I knew I had to say something. We are so impressed we will probably go back next month 5o get my husband his phone!

I have been in this store several times and they are always very helpful and knowledgeable. I have been a T-Mobile customer for over 10 years and they are very good to their loyal customers. I will never leave T-Mobile and will always shop at this store! Thanks

Sean did a great job transitioning us from Verizon. As painless as possible.

Great service havent had any problems always good to get you checked in. Eric H. Best guy there very helpful

Bad customer service not recommend going there employees there dont seem to want to help. We wanted to buy 2 phones and since Im spanic he said I should wait for the guy that speak Spanish without me asking for it, while he was just playing with his phone I left the store since the guy that speak Spanish was helping someone else. I have no time for that type of customer service..

Ive been a customer of t-mobile since 2009. They are awesome, both in the store as well as the customer service on the phone!

Excellent......2 Gooooood....2 Help Full Staff.....Awesame....Brilliant.....Fantastic....

The staff was quite friendly and made good recommendations on what phone to purchase as I was on a budget and wanted to get the best bang for the buck. The only dowmfall of my visit it that it took about an hour just for the staff to program the phone print a couple recipts, a few signatures later and finally the sim card was put in. T-mobilde should work on a better system to speed this process up. That hour spent at the store will make me dread going back next time I need a new phone

Awesome service. Very helpful staff

I stopped by this store because I needed to add a second line to my account, I was told by a lady, which I am guessing was the manager, that if I port over a line within 30 days from a different carrier I would qualify to get a $150 promotion. I added a second line (I needed it for couple of weeks), and later I returned to the store later on in the month to port the line from another carrier, she was helping me out with that, I wanted to close the line I opened previously and in its place port the line from a different carrier, she advised me to port it as a 3rd line and wait for the $150 credit to get approved and than I could cancel the line... when I asked how long will it take to show up on my account, she said up to 4 weeks ... which was kind of weird. I waited some time before reaching out to Tmobile Customer Service, just to find out... that I didnt even qualify for the promotion in the first place because the plan I had was not the Tmobile ONE plan. Funny thing, I believe she should have advised me of this up front and I would not have to waist my time and additional money. Thankfully I was able to cancel the line and get reimbursement for the time since it was added to my account. Unfortunately I paid for a SIM card, for a phone that had not been used since it was ported and its nonrefundable. Just adds another unhappy customer for this location.

The staff are very helpful, its worth the wait.

This locatiin is great!!! Everyone is very friendly and always there to help

Wait time was somewhat long. They had 5 employees and I already knew what I wanted. 😒

Asked for help with an issue on my plan and they said they could not help me. Called 611 t-mobile support and they tried to assist me and updated notes, but associates in this store did everything they could to be inconvenient and made a negative experience. I went to the t-mobile location at Spring hill mall in Carpentersville and the manager there named Vic, helped me immediately! I would not recommend this location. Go to the location in Spring hill mall, as the customer service at this location is horrible.

Extremely helpful!

Hooda was great!

Youll get sucked in with their prices... But if you have manufacturer defect problems with the phone they will screw you!

Very professional service, I will recommended this store, Aaron is very nice sales professional, ask about him when you visit this store.Algonquin IL.

Cool staff and very kind and helpful..

Great service, great phones, great prices!

Worse customer service. They really don’t give a **** about you. Do not come here.

Fast and friendly staff with a lot of choices on the latest phones.

Fast service replacing a friends broken phone.

This locatiin is fenamonal!!! Everyone is very friendly and always there to help.

I would not recommend this store. They are rude and uninformed and pushy. The manager here is the worst. Go find another store in the area or go to sprint.

The guys were the best.

Very pleased with the service!

I would not recommend this location.

Kelly O. helped us greatly. The online support was trash and after three months of the run around, we decided to come in store. She got farther with customer support in 1 hour than we did in 3 months.

Employees seem not at all interested to be there nor help anyone.

Great staff and service

Fast friendly service

Was fine

Great service!

Excellent attention, the manager with a lot of ability to give orientation, very good professionals at work. They helped me find what I was looking for

👍

The service is good and they answer all the questions