The sales person was very helpful and nice

I went to the T-Mobile store in Fair City Mall to merge my phones over from Sprint to T-Mobile. The sales representative there was extremely helpful! His name is Phi and I highly recommend him. He was very patient, answered all of my questions thoroughly, he was easy to follow/understand and kind. He made my T-Mobile experience very satisfying.

Wasted time there twice, will not go back. First time I spent 45 minutes in the shop before anyone even talked to me only to be told to go online instead. Second time the person who talked to me just wanted to pass me off online immediately without even asking what my problem was. Other nearby locations much better to work with.

I went in the shop yesterday to transfer my phone line from AT&T to T-mobile. Jose was an amazing expert mobile. He explained everything very well, has a great personality, friendly, and easy to talk to. Thanks a lot to him for such a great care to customers.

Nice employees. Wait is a little long.

They couldnt resolve my problem ⚠️ with connecting to network!

Wow, wow wow. Called in ahead if they have any iPhone 12 in stock and they said yes. I was 4 minutes away. When I got there, they told me they don’t have any in stock. Come on now. A simple “NO WE DON’T HAVE ANY STOCK” would have been better.😡😡😡

Samsung tablets 50%off now, start tomorrow Samsung Galaxy S10 2019 going to promotion for take off up to from 100$-200$ also you can traid old iPhone. The staff was knowledgeable.Helpfull.

Good.Very good and quick customer service.But t-mobile need to reduce their Cell phone prices like others companies did. Specifically samsung phones.

I wanted trade in my phone I asked if they have blue iPhone 12 pro he said no, than he told me he has black I said ok, and for some reason he started talking to other customer who was next to me

I been with T-mobile for over 12 years always had great service until I ran into this store. I had a phone on lease. When the lease was up turned it in here so they could ship it, two billing cycles later and the phone was never shipped. I go to this store to ask for the manager and they have the audacity to say they dont have a manager or the manager is not feeling like coming into to work due to the pandemic. Worst T-Mobile store around this establishment is a mile away from my house but i rather drive further to a real t-mobile store

Great experience with the reps trying their best to solve some of the most complex issues.

I just switched from Verizon to T-mobile, when i got to the store, the store was busy so i had to wait which sucked, because i though it would be quick but once a rep started helping me everything went quick, they told me that the best time to come in is early. The rep which i forgot his name, helped me and explained the whole process, told me about what would be included and helped me move my number over. The location is great and convenient

Wish I could make it a zero. On going issues with POOR service and again today was told by Richmond VA mgr to go find another carrier. Awful, in my opinion, totally unprofessional and lacking in customer service skill set. Not even sure more training could even correct their problems. Spare yourself, dont sign up.

Awesome Experience

The customer service at this store is amazing, especially from one of the employees named Henna! She was so sweet and so helpful and really went above and beyond for my sister and I. Kind of surprised at all of the awful comments on here about this store but my experiences have been nothing but wonderful:) Maybe all the negative reviews just came during the times they were the busiest? I suggest going to this location after 5 on the weekdays, during that time it’s pretty empty and you have their full attention.

I walked in to this store, walked around and everything. No one acknowledged me. Then some white guy comes in, the associates fully acknowledge him and then realize they didn’t say anything to me and ask me what i need help with. I was sitting there for 20 mins. Won’t be coming back to this location. Been a t mobile customer for 5 years. Just moved here from LA. Is this really how you treat people in Va?

My husband and I came to this T-Mobile store to combine our plans, I was coming from AT&T and he was an existing costumer. We gave this place a shot after reading the bad reviews here on yelp. The staff was very welcoming and informative. We were helped by the Store Manager Daly when we entered the store. She answered all our questions thoroughly. And spoke with us about the promotions going on. We were also helped by her colleagues Manny and John. Everyone was patient and knowledgeable about the product, company and plans. I would recommend this store for your T-Mobile needs.

I went in to the store to get help with my account. Jacqueline went above and beyond to contact customer support to update one of my lines on our account. All with a smile.

This store representative, Hedwig, is the BEST! His tech knowledge is amazing and he is so thorough and patient. Thank you again for your professional manner and for your kind customer service! K. Cindy Cho

I just switched from Verizon and am very happy with T-Mobile. I just went into the store to inquire about rates and ended up purchasing the buy one get one free deal on the iphone 8. The entire team was super helpful. Id absolutely recommend this location.

Very helpful and friendly staff. They are methodical and unified in their customer approach which makes everyone feel welcomed and equal.

Best location!I was helped by Ebenzer.He was very knowledgeable,helpful and attentive.Definitely recommend this location if you want to get the service fast!

The customer reps have no proper training. They try and convince you they know what they are talking about, but give bad advice and do not even know how their own phone plans work. I had a bad experience with a rep, Kimmy. She kept changing her tune every other sentence. Wont be returning to this location.

OKay space, easy to find things. Apple product is pretty expensive and the plans are not as good as they use to be. Good luck.

I have always been satisfied with their service. Not quick, but I like that they dont try to sell you more than you need.

Good location, its not busy in the morning which is good, everyone is friendly, i used to go to the mall but it is always busy.

Saturday before Christmas: crowded with a slight wait (3-5 minutes). Once with Customer Service Representative, great & responsive service.

I just moved to Fairfax and i found this location to be the best around the area, i went to the fairfax T-mobile on fairfax blvd but to get there is very difficult and they are busy. The Reps in this store are friendly and they greeted me right away. I dont understand the negative reviews, i upgraded my Galaxy to the moto Z and i love it, they helped me with the whole process. To the people here saying the sim cards are free, only online they are free sometimes but in the store is differen you have to pay, remember nothing in life is free. i recommend this location since its easier to get around and its not busy and you can shop at other stores.

Very helpful crew and great customer service

Dislike the staff. Was told I could only use my accidental Jump warranty only if I fixed the little flap that broke on my cell first because it was not a manufacturer defect. So then I asked if they would replace the phone if I smashed it on the ground and was told yes! The clerk said there was a repair shop across the street that would replace the broken flap after which point they would send off to address other issues.I need this phone for work mostly and I honestly just want it to work and dont care how but want them to take care of it even if I have to pay more (not that I should have to). Useless and unhelpful staff. If there was a good reason why I had to go through hoops to use my warranty, they sure didnt explain it properly to me!!I will drive further to go to a different store when I have to go back.

I have used this store for years--service has always been satisfactory (not great, but acceptable.)

Im not saying the misadventures of the other commenters didnt happen, but I can say that the service I received was prompt, friendly and competent.

Needed warranty service on phone. Was told would be 30-minute wait. After 45, that it would be 15 more. After 60, there were still at least three people ahead, and neither of the staff on duty seemed able to complete anything in less than 20 minutes per customer. Asked for an appointment another day; they said no appointments and were superficially apologetic about misleading wait time. (Sorry, but its just an estimate.) Another long-waiting customer heard same thing as I was leaving. Staff and T-Mobile Corporate should understand that over-optimistic wait time estimates annoy customers and harm T-Mobiles reputation.

The customer service is good, they interact with you and help you with whatever you need

It was good and helpful to me.Thanks.

Incompetent staff. They spent 45 minutes trying to sort out the same three customers. Then, no rhyme or reason to who they helped next. Stood for an hour right in front of them. No service from any of them. At one point, a person walked in and was helped in under five minutes while Id been there an hour...because he spoke Spanish. All I needed was a SIM card, was told it would be just a little while longer multiple times... As they went to help the family of 5 buy phones for everyone. If you can do your transaction online or at another store, do it there instead of dealing with this incompetent staff.

Terrible customer service, phoney charges, and unwilling to work with consumers.The assistant manager is incompetent, rude, and lacks professional tact.

Not very friendly at this Fair City Mall location in Fairfax.

Rude and unhelpful staff!!! They were charging for free sim cards!!!

Staff is fantastic, great T Mobile store!

Rude staff! I stopped by to exchange SIM card, was told that it will be $15. Its free on a tmobile website. Got a snarling remark from employee.

José Luis very kind!