Made an appointment but didnt matter. Only one guy working. Had to leave for work before finishing I was there so long so now I have to go back.10/17 Update: whats the point of replying with a contact email if youre not going to respond, tmobile?

No one there is helpful. The employees including the manager are rude and do not care about helping customers. They lack training and they take it out on the customers. T-MOBILE should shut them down. I will never return to that store.

This location has always long waiting time and not facility to sit either.

April 6th my boyfriend Norman Theisen and I finally went in to upgrade our phones. At the time Norm had a iPhone 8+ with no damage and I had a Galaxy S8+ with a cracked screen. We received help from several reps since the store was empty at the time. The reps names were Matthew, Jamie, another one that started with a J that I cant recall and a rep visiting from Rockford by the name of Joey. All the reps were extremely knowledgeable and helpful. With that being said, I originally wanted to switch from Galaxy to iPhone but was told that we would receive a trade in amount of $800 for Norms iPhone and a trade in amount of $830 for my Galaxy if we stayed with the brand we currently had and the phones were in good condition. So to get the $830 trade in value on mine I went to SmartphonesPLUS and repaired the screen for $256.79 while they upgraded Norms and then upgraded mine. I explained in the beginning that I wanted to pay all that I could upfront so that the bill wouldnt go up; the balance due would zero out by the trade in credit. However when we look at our account it shows a trade in credit of only $200 for Norms phone and $500 for mine. Even though these are still very good trade in amounts, they are not what we were told we would receive. So we went back in and spoke to a young rep about a week after we purchased them. We took in our receipts and explained the situation. He took copies of the receipts and made notes on them. We were told that he would have to speak with the store manager to see what he could do to help us and that he would call one of us to let us know. We gave it a week and never heard anything. So again we went in. This time we spoke to Matthew who remembered us. He retrieved the receipt copies and said that he would get ahold of the store manager and would call Monday to update us. Again that was a week ago and we have heard nothing. I am really displeased with the fact that a rep can promise anything they want but t-mobile does not back what was promised. I also am displeased that not one person has gotten ahold of Norm or I to correct the issue. Now that they have us in a new contract we are being ignored. If I would have known that I wasnt going to get a trade in of $830 then I would have went ahead and switched to an iPhone and I wouldnt have paid to fix my old one. Now our bill has gone up since I owe more then promised on our new phones and I missed an opportunity to try an iPhone. After this experience I am not sure I want to stay with t-mobile and am seriously thinking about switching to a new service when our contract is up.

So slow. The tablets the employees use are so slow, what was wrong with a keyboard and mouse? I waited 45 minutes in the store only to be told its faster to just call in.

Always very busy and theres no chairs for customers to wait or even while being serviced I would recommend Wiley blvd location

Did walk out for a short time, felt unsafe, due to another customer in there with a gun customer was getting a little irate . Refused to wear mask . Rep was explaining to him store policy. And he wanted to argue with the store repSo I felt uncomfortable and walked out of the store until he left then I went back in .

Went there to check out new deals end up getting great deals with Apple Watch! As always Mathew the retail store manager exceeded our expectations. Kyle helped my daughter switch to T-Mobile/Ssprint.

Great experiences with Matthew and Jamie. They were able to troubleshoot connectivity issues and get me up and running QUICKLY. On top of that, they were friendly and professional. Thanks!

Awesome staff very sweet and kind

Take too long with everything shouldn’t have too wait 3 hours just to buy a phone when there is only 1 costumer in the store.

Finally decided to upgrade my phone, and of course there out of stock, with none available in the area. Fail

I received a voice mail from Kimber, who is an employee at this location. At the same time, I received text messages stating that services were added to my account.I called the store. A man answered, and identified himself as being the store manager. He refused to remove what was added to the account without permission, and refused to provide me with his district managers phone number.I called the corporate office who confirmed that the store had added them on and that they would address the issue.Be careful to watch your bills closely if you do anything with this store!

After nearly 12 different phone calls and 4 and a half days we have finally switched plans. While this store was as helpful as they could be, I couldnt help but feel as though my family and I were hassled through the entire process. Between the online support not answering questions, changes in our plan due to employee negligence which led us paying more than what we were supposed to and playing a game of Im not responsible for this, go ask these people. I am going to have to suggest to not choose Sprint as a carrier, maybe peoples experience is different else where but all I have had with Sprint for beginning to end was grief.

I only have good things to say about this store and its manager, Matthew. I had called into customer care multiple times to try to get my daughters replacement iPhone activated with no success and was pretty frustrated.Matthew picked up my call and he helped me understand the process and what I would need to do to get this done. Specifically, he helped me understand how there are different type Sim cards for different device types and I needed to be sure that I was using the correct one that came with the phone, a Type D sim. He then told me how to get the IMEI and MEID from the phone and the correct number to call to get it activated once I got that information together. I called the customer care number and the activation went through just like clockwork.That is what I call an excellent customer experience!

I can’t say anything good about this store or the manager Matthew. Not only could he not help us he also told us and I quote “I don’t know the number of the people you need to talk to but if you call this number and hit these two prompts than they can get you I touch with the right dept.” so I’ve got that going for me which is nice.

These guys are awesome come and see them if you have any problems

This Sprint store has been very helpful, however Sprint as a company is the most horrible and unpleasant experience I have ever had! They overcharge, charge for things you shouldn’t be charged for and their customer service is disgusting! No one can ever explain what your being charged for or why.

I dont like the fact Im being told to switch carriers

Kept dropping calls and couldnt get a tower, especially at home. I called and I visited their store and the manager basically told me tough nuggies. I told them if they cant fix the problem Ill need to go elsewhere, because I need a phone that I can call and receive calls with. They told me if I dropped them they would destroy my credit because I was in a contract. I told them contract or not, I need a phone that works and it would be stupid to keep paying for nothing. Ive been with US Cellular ever since, with zero complaints.

Honestly, just the worst customer service. The woman that was helping literally told me that I can only have my issued fixed if I had a magic wand. She omitted very important information until I paid a large amount to get out of my contract. She was extremely rude.

I forgot my mask so they came out and serviced my phone right on the sidewalk!

Smashing service since new manager tim took over. He was very friendly and really tried to find a solution that fit my needs, not just what got me out the door. I will definitely be back!

Holy moly! Kim, Tim, (the new girls brooke?, Sierra not sure of their names) but anyways 4:30 on a Tuesday I roll up (Kim sold me my phone a week ago. I ended up selecting a preowned which came with a screen protector. While it chipped, the girls and Tim spent nearly almost two hours on getting this off and removing the glue. The only side effect. A couple small scratches on my screen. But hey this thing was GLUED ON! This store. Has been amazing!

My husband and I went in to this store on October 1st to switch to Sprint and both buy new phones. We had done our research and were 100% ready to buy we just wanted to see the physical phones to know which one we liked better.Two Sprint employees and a few other customers were in the store but from the time we got there up until we left we had one or the other employee talking our ears off about how they personally felt about the phone or a friend felt about it. In order to ask a question about a phone or a plan we had to talk over or interrupt the employees!One employee even pulled out his scratched phone (the same version as the one we were interested in buying) and showed us how scratched and ugly it gets.Also, they dont seem to understand the correct vocabulary. For example, waterproof and water-resistant because even when corrected they use them interchangeably.We left without buying anything.

Nice people. Just dont have a clue what they are doing. It was a 3 stooges marathon

They went above and beyond to get my new phone setup!!!

Literally EVERYONE in this store is super nice and friendly!! Theyve all gone above and beyond customer service and helped me!! If you have a bad experience in this store... You were the one that walked in with a bad attitude!!!

Very polite people weve been with them over 5 years they will help u in anyway they can

The people working are always able to help with what I need. There are just never enough workers

Staffs are very nice and knowledgeable. However, the waiting line is long...

Stood in line for 30 minutes only 2 customer service people on a Saturday and they did not know and did not have any idea how to fix my problem, they just past the buck to lindale.... Worthless.

Not good. We didnt get what they said we would, service and coverage sucks

Be better and would have 5 ☆ if they would simply answer the phone

I found tbis store to be.one of the better stores in the area stores like this one is what keep me with Sprint.

No one knows anything all they can do is sell you a plan and phone and over charge you

People were fine, but Sprint as a company is a complete failure. Avoid them!

Had Sprint for a year and the service was awful but the people in the store were very nice

You stand in long lines waiting for maybe two people to help you they do not staff very well once you get up there and talk to someone behind the counter most of the time they have no clue what you want how to fix it or they dont have it in stock their biggest answer is go to Lindale Mall and talk to them they are the reason why most people are going away from Sprint they need to be retrained and better staffed

This is a corporate store, as opposed to a franchised kiosk in the mall.

Very helpful staff

And the awesome phones use

Knowledgeable staff

Very helpful!

Didnt go here

Sprint sucks... That is all

Great people

The only sprint store i go to

Great service.