Been a customer for a long time, I have always been helped very well at this location. The manager was very helpful and knowledgeable with all the questions I had. The entire staff is a good group of people and very polite. I would recommend them all to anyone. Thank you for such great customer service.

The staff was very nice but could not transfer my phone number. They said the online help could fix it and the online help couldnt said the store had to do it. I am so tired of the run around and everyone passing the buck. We waited in line for a good little bit.

I have to say I haven’t experienced this level of customer service in a long time. About three months ago, I purchased a phone from another local Tmobile store. The initial experience was a nightmare bc it took two and a half hours to sell me a phone and get it set up with my kids in tow Fast forward to three months later, I started getting calls from T-Mobile about an unpaid bill. I was.so confused bc I had paid every single bill that had come in, I went into this T-Mobile store (bc I couldn’t bare going back into the other one after my initial experience) and the customer service rep, Edward Fernandez wowed me! He literally helped me for two hours, got on the phone with their internal sales customer service, in order to find out what was going on. After lots of research, they figured out that a temporary account had been set up, linked to me and unbeknownst to me. Again, going back to the horrible customer service when I bought the phone. They fixed everything! The fees were removed. The bogus account was deleted and all is well! Edward was helpful, kind and truly wanted to help me!! He will be a great store manager one day! I bet it will be sooner than later! Thank you!

I’ve been with T-Mobile for 20 years and today was hands down the best experience I’ve had in person or by phone. Milky is an absolute pro and provides a level of customer service unmatched by most in his field and retail in general. Truly grateful for the seamless transition to new phones for me and my mom today - Thanks y’all!

Great store! Employees are wonderful. Will come back and bring referrals!

We had a great experience at this location. Milky helped us out and he was wonderful! It was him and one other person working and it started to get busy. These men multitasked so well while continuing to take care of us. We are happy we made the switch back to T-Mobile and thankful we had Milky helping us.

I really enjoyed the experience the employees and manager gave us! I recommend this store over any store!!!

Me and my boyfriend about a month ago came into the t-mobile store and bought apple watches, it couldn’t register with my iphone 11 cause of the imei block so i believe her name was Mary, don’t remember.. told me i can switch in my phone for the new 12, and pay off $200 of it since my iphone 11 was worth $600. now our payment comes up she told us we would just have to pay for the phone plan + apple watch plan with should’ve been around $80 is more than expected. i found out i’m not paying not only $200 for my phone, but the ACTUAL amount of $800 for 24 months, and MORE for our apple watches. now we pay $120 a month EACH when it should’ve been around $80. somebody lied to me and my boyfriend and now we can’t do anything because we were here for our vacation and we don’t live in this state. thanks a lot.

I was in their store & had Mary the manager & their asst manager Ali B. help me. They both were very professional & courteous. Explained the options I had & had me in / out in 20-mins. Keep up the good work team, you’re an asset to T-mobile.

Purchased a mobile Hotspot device for a RV trip and the T9 device was horrible. My phone received better service than the device and I was informed that if I was not happy that I could return it. I brought it back within 30 days barely used and they would not take it back. I canceled service on it but am now out the cost of the device $100 plus service or should I say lack of service during that time for another $50+. $150 plus total waste.. I have been a good customer to tmobile.for a long time but it appears its time to move to another carriwr.

I have always been happy with my service at T-mobile through and through! However, Ali B. Took his customer service too another level when he witness a finder binder between two other vehicles and I on his way to work. He was calm, courtesy, and even spent 3 1/2 hours waiting with us and treated everyone to pizza and cold water! Thanks Ali for your time, consideration, and most of all BEING A GREAT HUMAN BEING!! T-MOBILE EMPLOYEES ROCK!! YEEEESSSSSS! HUNTEEE!!!

Ali Bahlool was excellent in setting up my phone

Im not sure if any one group of people could be more inept. That is being kind.I spent 3 days trying to get 2 lines of service and two phones. After jumping through all the hoops they put in front of me, they would not honor the price that the manager quoted on the first day.The manager had us set up a temporary Sprint account to facilitate the transfer of our service. This was day two.Day 3 was another pleasant experience at this store. Having been on the line with customer service multiple times throughout the 3 days we thought we had everything lined up. We drove the 30 miles a third time. The manager was not in the store this time. We dealt with someone who had no knowledge of our fiasco. We explained the situation to him. He said he could not do the deal. He called the manager and she said she never discussed price. We spent over an hour talking prices, discounts and trade in values on the very first night.We left the store at this point. Being called a liar is not something I will tolerate especially from a second rate organization like Sprint/T Mobile.Customer acquisition is a very expensive proposition. Its hard to believe they will let a 20 year customer walk out the door when it could have been resolved so easily.

I actually really liked my experiences here.With COVID, everything is going to take longer and everything is more complicated. I have been to this store prior and during COVID multiple times, and in gonna tell you.... Theyre doing the best they can.I have worked in retail, Ive worked in sales, and Ive worked with cellphones before. Everyone at this store is great, and they really are doing the best they can.I used to work in cellphones, and I asked them all KINDS of questions when getting my service going, things that only cellphone gurus would know, and they had answers for everything.Yes, sometimes there is a wait because theres a line. But thats anywhere.The times Ive gone, theres been two young men there, and they always know how to help out answer all of my questions.I think this store deserves more kudos.

Entered store in Franklin behind another customer who had to leave his phone and go purchase a gift card. The female at this location was very professional, she serviced his phone and took a call but there was younger young man who was on the original phone call before passing it to the young lady and strolled to the back without asking if he could help me. I stood there for 10 to 15 minutes listening to he and another coworker laugh and play until another customer whom he had serviced earlier return and to my surprise I realized that they have a mirror installed to see when guests arrived because he immediately popped up to help this new guest!!!I have been a Sprint now T-mobile customer since 2007 and felt a high level of disrespect!! Is my business not as important? When I brought to his attention that I had not been serviced he claimed that he did not know I hadn’t been helped and my thoughts were he should have asked you f I had been helped before running to the back to play! After the long wait they didn’t have what I came there for and as I was walking out he sarcastically told me to have a nice day!!! Needless to say that my shadow will never hit this storefront again and Ed needs to be retrained!!!!

I dont recall the reps name that helped us out, but I have never been more impressed at a T-Mobile location! Went in to purchase the new Note 20 Ultra and this guy has us out the door in less than 5 minutes! Nice looking store and extremely convenient location!

My screen had cracked in two places on my Note 10 phone. I took it to this store and they told me to come back in an hour. My husband and I had dinner at The Outback, came back in a little over an hour and my phone was as if brand new! Helpful and friendly and didnt try to sell me anything. They did what I came out there for. Thank you,, Sprint/T-Mobile Repair Center!

Great service!

PERFECT EXPERIENCE! Ali was gracious, informative and professional! SO GLAD WE WENT!!!

The wait is terrible, especially when this duo shows up, she is some short blonde basic woman.

Ill give it two stars because they did get my service up and running. I will say that the manager was complaining about cry baby customers leaving bad reviews on her and offered me a brand new Apple Watch if I left her a good review. I cant be bought Mary, sorry to tell you, your attitude is why you get bad reviews. Bad store over all.things start at the top ... change the manager the whole store will change.

The staff here has maybe one or two good people but that doesnt make up for the mess and the headache you can look forward to when buying here or activating service here. I wouldnt recommend this place to anyone. Going here is like going to the dentist. You will pay now and pay later. Dealing with this specific store has caused me to cancel my service with t-mobile. If you need a t-mobile store go to a corporate one or one other than this one. Dont let the nice friendly attitude fool you like it did me. Once they get your money they dont care what happens to you.

Excellent experience as a potential new customer. I was greeted immediately by Levi, and I had his full attention the entire time. He quickly helped me identify the services I needed, and suggested a few that I hadnt considered - which turned out to be $30/mo less than my current bill (taxes and fees included). In and out in less than 10 minutes, and thats mostly because I shared a story explaining the many reasons Im leaving my current carrier.

Came in late after a long shift. Christian was SO HELPFUL and got us all signed up on the 55+ plan. Cut my phone bill from $180 to $60 — yeah, unlimited everything, two lines, no hidden anything, SIXTY BUCKS. Knowledgeable and friendly and my only regret is that it took me so long to DUMP VERIZON. Thank you for your patience and thoroughness!!! We got to keep our phones and our numbers which was very important.

Horrible. Good luck getting to talk to a manger. This is a horrible place to buy a phone.

I dont know why this place has so many negative reviews. I was literally in and out within 15 minutes, new service, that works MUCH better than Verizon in Franklin/Cool Springs, and even got immediate confirmation that they would pay off my Verizon agreement. And, the sales representative was super friendly. I cant remember her name, but she was very knowledgeable and helpful.

Dumped Verizon, great customer service on the conversion at T-Mobile, they even paid off my iphoneX plus paid the cancellation fees. Almost $1,000. I’ve used my phone service for 7 days, absolutely identical in quality. VERIZON IS A RIP OFF! Same service for my family at T-Mobile, I’m saving $137 per month.Bye bye Verizon!

Mary and Ken were so patient and treated us kindly!

Amazing people, amazing service. By far the best store I have been to, however any experience has been fantastic!!

We decide to give T-Mobile an opportunity to save on our current monthly charges. First of all they started off lying to sell us new phones telling us we had to turn in our existing cell phones. We found out that was a lie. By calling their corporate HQ, someone was supposed to have called us back on 7 different occasions. Needless to say no one called and to date we are still waiting. They did not want to refund us the price of the new phones.We sent the CEO of T-Mobile an email never heard back from him either.I would not recommend T-Mobile even to my worst enemy. Very disappointing and all the hype is just that, hype with no action.

Went in to have phone fixed after google software locked phone. Lauren couldnt help. Had to buy new phone. Lauren then said because of phone purchase a tablet was free. I said i didnt want it. Then lauren charged and changed my account without my permission. She now will not return my calls and has her staff lie about where she is. DONT BUY FROM THIS STORE. Buyer beware. Dont trust them. Been over 2 months fighting unauthorized charges.

Shows what they think of customers see below photos

Friendly customer focused oriented staff. Always willing to assist!

Iv been a TMobile customer since 2015!!I went into the franklin TN store 2 days ago. In regards to my payment not going through, I spoke with Mike .Mike was Rude and disrespectful, I told him that I had makes a payment on March 8th and it went through, I then showed him the text that I got from t mobile costumer service 2 days later saying payment had not gone through.I called costumer service and they said it did not go through because account I was using to pay bill with is closed, I told them I’m not paying 2 times the lady told me to go into the store and despite charges .I called my bank they confirmed that my account is not closed. I went into the store to find out what was going on. And explained to mike I was told to come into store .Mike then said theirs nothing we can do about it, I asked him if he could at least look into my T-Mobile account to find out what’s going on . He said I can but not much we can do .I started to explain again that I was told to come here, he then said “ Are you going to let me talk, are you going to stand here and tell me how to do my job??” I WAS LIVID, I said I would like to speak to someone else!! He refused to let me speak with anyone else . I told him yet again I was simply telling u that T-Mobile costumer service told me to come into store and despite this!! . The end result was they had a glitch in those system and payment did not go through ..so from now on I’ll be coming in to make lumbers because I can not truest on line payment method!!Mike should not be working for costumer service, he was so rude and disrespectful in how he spoke to me, had their not been anyone else in the store I would have had some select Choice words for him .Mike CHANGE YOUR ATTITUDE ANS HOW YOU SPEAK TO A FEMALE, and a customer your disrespect is so unbecoming

This is regarding a customer service Agent named ARIN, he spoke with me in the rudes way pozsible when i asked him to help me with my account pin number, moreover he insulted me. He refused to help me .One of the worst customer service i have evr experienced. After this incident i switched to Verizon thankfully they have awsome customers sevice

Every Tmobile Ive been to has had a waiting list. This one didnt. After 20 minutes of not being acknowledged, and a rep taking in someone who came in after me. I told a rep that I was interested in the LG V10. I was told they didnt have any in stock. All that waiting for nothing. When that simply couldve been told from the very beginning!

I had an issue with a purchase and the store manager worked with me to resolve it. Greatly appreciate it!

TMobile employees are the best!!! Took care of my issue fast. Love my T-Mobile!!

Worst customer service ever. Do not waste your time or money!

Guys know their stuff.

Good T mobile store

Moly was truly exceptional

Good people good service

Good experience with customer services

Horrible customer service I was told that I was next but I guess the reps thought i was with this guy that walked in at the same time because they helped him skipped over me after waiting 30 min with 2 children !

Not helpful, very rude, and lied to our face.