This was the worst experience I’ve ever had trying to upgrade to a new phone. There were so many red flags about the customer service of the store that I should have caught on too. Let me start by saying that the actual cell phone service is wonderful with total wireless. The customer service in store however was shady and not acceptable. Do not go to any of these store fronts. They are not your friends.I arrived at the Indian Trail location intending to purchase an iPhone 11 Max Pro. I was told by the associate that they did not keep those in stock at that location but they did in Charlotte. So I went to that location, in which the very same associate would be there too in 30 minutes.I arrive and he is not there yet. Another associate starts helping us and pulls out the Pro Max, in which he immediately starts having issues getting it set up. The original associate arrives and begins helping us. Now i am assuming they were trying to sell locked iPhones because he was taking a new SIM card, and placing it in an iPhone 7 and trying to get our total wireless service synced with that phone, then transfer the newly synced SIM card into the iPhone 11. He tried this method with two different iPhone 11’s which did not work. He told us that Verizon wasn’t allowing Total Wireless customers to use such high end phones on their network. A lie that I now see, but at the time it made sense, so we admitted defeat and accepted that we would have to go with an iPhone 8. He tried that, and the service would not transfer. So we admitted defeat again, and moved to an iPhone 7. He got our service transferred to that iPhone 7 and it was working as a phone should. At that time, I realized that iPhone 7 was full of scratches and refurbished. Which was incredibly insulting to me as a customer. I was prepared to spend $1,300 dollars on a brand new iPhone. Why would i want a phone that was several years old AND used? I told the associate that I wanted the service back on my old phone, and i would go somewhere else. After this he told me that my old phone could not be added back because it was a 3G phone and Total Wireless would not support that by the end of the year so they would not add it back. Another lie. I left frustrated and irritated. When i got home, I realized he had kept the SIM card out of my old phone, so i couldn’t even set it back up to test his claim that Total Wireless would not support it. And one more tiny shady detail. This store was selling the iPhone pro max at full price. They claimed the wired headphones had to be purchased separately. This was another lie. The headphones should come included.But it gets better! The next day, I went to the Apple store myself and purchased a brand new, unlocked iPhone. I purchased a “bring your own phone” SIM card kit for one dollar at Best Buy. (The associate that gave us so much run around tried charge us $10 for a new SIM.) I called Total Wireless Customer Service myself, which is such a pain. It would have been faster for me to fly over seas and do it myself. So after 2 hours spent on the phone with several different TW customer service reps, I discovered that the store associate did not disconnect my phone number from that iPhone 7 and I could not retain my phone number that i have had for 10 plus years. I had to get a new number to even use my new $1,300 phone.If you’ve read this much about my horrible experience, thank you. I cannot stress how terrible the experience was. In hindsight, i am angry with myself for letting this happen and go so far. I can only hope that my account saves others from so much frustration and time. After 10 hours, i have my new iPhone that i made happen on my own. The call service is great, but I cannot warn people enough. Do not go to any of these store fronts. They are not your friends. Do your research as i should have done to begin with. Purchase any UNLOCKED phone that you want, go buy a SIM kit, and do this yourself. It’s better this way. Trust me.

Amazing prices for my plan and phone