I had a good experience at this store today. It was busy (~8 customers) and 4-5 people were working (one went on break or off-shift while I was there, I think) with them. They took names for a first-come-first served list and got to me after a while. The rep that helped me was friendly, knowledgeable, and helpful, and got me exactly what I needed.It took a while (1 hr 15 minutes) from coming into the store to walking out, but its late 2021 and every retail store everywhere has less staff than they want to have, so its understandable. Mobile phone stores always take a long time per customer, and my case was no different. So make sure you budget a lot of time so that you can allow for other customers who are being thoroughly helped, and so that you can have time to be thoroughly helped without having to rush things. (Its better to really get it right the first time when it comes to mobile plans and which phone you want and how you migrate your stuff over, and that all takes time.)

The person that wait on me were very knowledgeable that help me make some good choices

Customer service is great. It always is. Not happy I couldnt exchange a phone that has been giving me trouble off and on because it had a tiny crack in the upper left corner on the screen that I never saw as it was in a casem Now I have to jump through a bunch of hoops to fix a $600 phone that should work because its only a year old.

Brandon was super helpful and knowledgeable while handling my upgrade switching over completely from Sprint to T-Mobile.

We had a VERY productive experience at T Mobile at Willow lawn today. The gentleman who helped us was AWESOMELY patient and efficient . Name escapes me right now. Starts with D. Biggest Guy there Im sure with left sleeve tattoo . Thanks😊Darius?

When I came in, no one greeted me. Which is overall fine; there was one customer per employee so I didnt feel particularly ignored. I came to transfer data from my old phone to my new and was told my pictures, texts, call logs, and contacts would transfer. The only thing that transferred was my contacts. I did this on my way to work and when I realized the mistake it was too late. I felt reassured that by going in to the store I would avoid messing the transfer up but going in may have been what screwed me over. No one checked to make sure everything transferred before my old phone was wiped. Ill take partial responsibility for that, but I think the employee should have had the training to double check. I lost a lot of old pictures, and like most thats what I care most about. The employee himself was nice but I have to say I dont feel like he was really paying attention to me and/or that he was a new employee (so maybe should have had help or had someone check his work). (He also initially told me he couldnt do the transfer/activate the phone because the new SIM card wasnt in the box - turns out it was in the phone, but he spent about 5mins trying to figure it out. Foreshadowing, maybe.) Overall, I wouldnt go back.

I brought my father here to get my mom and him a new phone and plan. The phone he wanted they didnt have it in the store. So they convince him to get another phone. I didnt have my mom phone so I had to set it up at home. I couldnt get her phone set up so I went to the Brook run t-mobile store cause it was closer. The lady was very nice and told me she could have ordered the phone that he wanted. She also set my moms phone up.

Nice people, great info on the switch from sprint, but small issues with screen replacement. Was told if the back was cracked, it doesnt count and have to go thru insurance, plus they changed my back anyways from colored to black even though they couldnt if cracked? Makes no sense 😑. Everything else went smoothly so that was my only complaint.

Outstanding friendly service. Ernesto is a valuable asset to your team.DJ Ando

If I could give them 0 stars I would. My experience was just flat out HORRIBLE, Alycia H. processed my order and it’s been a full month that I placed it, and I still don’t have a phone. My order also did not show up on any representatives end, at this point I would just like everything refunded and switch to Verizon.

Jordan was very helpful! Im so excited to have my screen fixed!

Switched to sprint with a great experience. The customer service by Kendall was excellent. With working with sales you can feel “sold” or someone is trying to get the most out of you but he was upfront and genuine. He walked me through all the steps, concerns, and quotes. Transparency creates an excellent customer experience/relation. Kudos!

Extrwmely helpful wirh getting my phone repaired

Terrible location! Staff and management are rude, not helpful at all. I normally go to short pump location and its totally different experience. Maybe, short pump managment should step up and teach willowlawn store some basic customers skills. Will never go back to that spot 👎I really hope someone in Sprint corporate reads these reviews!

I normally hate going to the Sprint store. Today was a refreshing experience. Alycia was very professional and helpful in every way. I asked her to stop calling me sir, but she didnt stop because shes professional.

No one needs those piss poor attitudes in there.

Horrible customer service, actually made Sprint look like a good idea. The employees were and are completely uninterested in their jobs or making sales. Dont waste your time. Go to Wal-Mart the customer service is better.

Customer service is great. I was with sprint back in the day and wanted to upgrade my phone and see if the reception has gotten better over the years. Sprint has improved tremendously in multiple areas since 2012-2013. Plans are on point too.

Very helpful staff. Were able to make many recommendations about phone and case selection. Able to set up the new phone and put in the new case with out problem. Very knowledgeable staff. Would recommend to go in. Planning to go back for the new galaxy watch when released

Disappointing customer serviceYoung man acted like having to come from around the counter to show me phones was a life taxing experience... I guess having a job and actually having to do something is just too much these days.

My customer service at Sprint has always been exceptional.Today was no different.I had purchased a phone hoping to transfer service, however the company didnt accept that particular model.

The environment was clean and people were friendly with good customer service. The grilled cheese was okay, not great. The Cajun fries were spicy as expected but the fries themselves could have tasted a little better. All and all I did enjoy my visit. I will probably go back and try another sandwich next time.

Great store, great staff and service! A++++

Every time to have to come here, it is an average experience. Samsung phones on back order so had to waste my time to go to the Short Pump storeEdit. I went to add a device and get my new T-mobile SIM cards. My Samsung was completely wiped and I am still trying to reset everything and log back into everything

Vonda and manager Anthony are amazing! I had loads of trouble switching my plan, and they bent over backwards to make things as simple as possible for me. Great store and people.

The reps missed out on an S10 plus another set of headphones purchase. I walked in, the two working on 4/12 looked at me and looked back to each other to finish their conversation. I was in there a while looking at the different 10s and headphones. No one asked me if I could use some assistance. I was completely ignored in an empty store. Would be understandable if it was busy. I walked right out and went to another store that evening to buy the phone and Amazon for the headphones. Good job on the customer service, lady and and sir :) It would have been a quick purchase since I only had half an hour left on my lunch break but I understand, your gossip/chat was more important and could not wait.

The store & its employees are very helpful & pleasant. As far as Sprint overall, I wouldnt recommend it. The service coverage is unreliable. It just seems to me that customer care is not too high on their list.

They said the fourth line was free but when I got my bill it was a different story. I left a review on Yelp and they said they would make it right but it was crickets. I’m now locked into their service and paying more than I was with Verizon and I’m mad. I’m telling everyone I know to avoid the store on Broad Street in Richmond next to Panera.

This place is closed guys... somebody should update this in google map.

The staff disnt speak or didnt even help or asked if I question that not CUSTOMER service at all good thing I knew how to use the self service machine

It was a memorable learning experience. Shil, your Retail Representative, was patient, manner able and pleasant. He. answered all of my questions clearly, precisely and explained in great detail.

Excellent location the staff was very attentive. It has been awhile since I have been here. But very pleasant atmosphere and the new manager is awesome.

Odell T. was on point with everything we needed. His expertise and friendly mannerism is what customer retention is all about. The store was clean and organized. We love the new phone and the new HK BT speaker Odell!

Excellent. Ashley was patient, listened and understood my specific need, led me to just what I needed, and was very efficient. I was totally satisfied by her service.

Christina is a credit to your shop, she is so helpful and pleasant. She knows what shes doing and enjoys doing it

This place sucks. Most incompetent staff Ive ever seen. Average 40 minutes no matter what you come in for. I tried 3 different times to get my Verizon bill paid because I switched to T-Mobile. They told me I came in too early with Verizon bill and needed to pay my T-Mobile bill. I came back a few days later with my old bill. But they only had given me part of my bill back during my first visit so they accidentally shredded my bill first time. Incompetent. Third time I came in with a new bill, I waited 40 minutes for them to tell me its still processing. So incompetent. I ended up calling the switch to T-Mobile number myself and got an agent to walk me through the website and submit my documents myself. He even gave me a $25 credit on my bill because of the stores incompetence. Also he told me that both of my devices could not be paid for. Because there is a list of devices that T-Mobile pays for when you transfer from Verizon. Something those incompetent store employees at willow lawn T-Mobile failed to tell me. Atleast I got one of my devices paid for. But this store gets two middle fingers, they suck!!!

Worst customer service ever. We were rushed out of the store. I understand it was closing time but I didn’t wait 30 minutes for absolutely no help at all. Rude AF.

Service was great! Went to pick up a phone. Employees were very helpful. It also helps if you make an appointment before you go!

I never felt so unwelcomed at a store in my life.Felt like a DJango type atmosphere with all of the workers be Samuel L.Jackson if you seen the movie.I got a bad refurbished phone and the guy frowned the whole entire time he helped people of color but was surprising was he was a man of color himself.I be so glad when Sprint is shut down as a whole.Its always that experience in every sprint store

There was a bit of a wait time, although there were 4 employees to help, but when I was waited on by Tori Swan, she was able to help me with my problem and explain what had happened to cause it. I thank Sprint for providing such good service and employees to help to keep me up and running. Thank you

Julien gave me the information I needed to take care of things the store wasnt authorized to do. I appreciate that kind of service!

!!!SEVERE WARNING TO ALL WHO GO HERE!!!EMPLOYEE NAMED MICHAEL STOLE FRIENDS PHONE AND HACKED HER PHONE TO GET ALL OF HER PERSONAL INFORMATION. UNSURE IF HE HAS BEEN FIRED OR NOT BUT PLEASE BE CAUTIOUS AND IF ANY EMPLOYEES CONTACT YOUR PERSONAL NUMBER AFTER HELPING YOU TRANSFER INFORMATION TO A NEW PHONE ASKING FOR YOUR PIN, DO NOT GIVE IT TO THEM!! AND RETURN TO THE STORE IMMEDIATELY TO ASK TO HAVE YOUR OLD PHONE BACK!!!THIS IS NOT A HOAX. THIS IS REAL.

Was lied to at time of sale about the return policy. After I finally got a supervisor in their corporate office to approve a refund, I had to return to the store three times and wait for hours to only have the store manager (Anthony) refuse my refund. Will never do business with Sprint again. They are unethical. I was defrauded.

I had the pleasure of being assisted by Tori Swan, not only did she help me with my questions, she went beyond and made me aware of things I didnt know of and in a timely manner. Tori was very polite and professional, I highly recommend she consider for your Managers program

Andrew Earvin was very helpful. Commendation for him. Fast, efficient service.

Teddy was extremely personable and helpful. Such a valuable asset to this location!

Awful store the lady with the earring gauge and accent was rude and nasty her name started with Ni but her name tag was hidden Emilo the manager was terrible unprofessional.

Went to get a new phone and activate, this place sucks in service the people who work there, seemed to be incompetent... Went to corporate store, had better service.. never again. This place should be shut down, or get a whole new staff.

Just a few good people. Knowledgeable and patient. Especially Daysa. She is the best

I had a problem with my Phone’s SIM card. Andre, the manager, was super helpful ended up getting it fixed.

These guys rock!! Very honest and very helpful! Even helped me find my lost wallet one time!!! Thank you sprint store!! Five stars!!

Closed the account, tried to pay final bill online. Doesnt recognize me. Called cusromer service, have to go to a store...what?! Go to sprint store, cant pay there either. Has to be a corporate store. Go to corporate store, manager is the only one that can do it and guess who doesnt work on the weekends!

The associates are very nice but completely incompetent. I guess they are probably doing the best that they can with the tools that are provided. This place doesnt even have a working phone number. My experience was an awful waste of time. Do not shop here.

Service was horrible, customers walk in and there is no way for staff to know who is next, and when asked the attitude was I dont care. Just get in line. There is no line. After waiting 30 minutes a man that walked in last walks up to the next available person. The representative should have asked who was next, instead she replies give her one second. Unprofessional and no customer service. All four reps need customer service skills and get some sort of system for incoming customers.

Rosalie resolved my issue at once when the on line help did NOT. Nice experience. Site not crowded.

This review is for the young lady i believe manager who is a go getter. Thank you for your help. As you and the other guy Jay seem to know what yall doing and are very nice. I vote that yall get raises! Glad to have my phones working again

I would love to speak with the regional manager because whoever they got in charge has nothing but attitude worst ever Sprint store

Arrived to the store at 7:57 three minutes before closing time, because my grandmother had JUST received confirmation that the replacement for my defective device was now available. This is after my device had to be shipped from a store local to my grandmother, to this one closer to me, so that I could physically exchange the device at the store nearest to me. Needless to say I arrived at the store on Wednesday June 28 after the request for a new device occurred just five days prior on Friday June 23, and I was told that my device had been cancelled because it took to long for me to pick it up! After my grandmother literally just spoke with a representative that told her it was ready for pick up and that he was dong her a favor by calling 10 minutes prior to closing, because she wouldnt have been notified until the next day. I dont know who is more at fault, this one or the store in Virginia Beach that assumed that the device would be received by this store in time for me to pick it up before the cancellation period, either way this was a big fat fail for T-Mobile. So i left the store with a malfunctioning phone, with a screen that is completely inoperable. The guy at the stores only consolation to me was that it should be here on friday TWO DAYS FROM NOW! No apology for calling to notify about a pick-up that upon my arrival moments later was pointless. He also said that its a store policy but we can talk to corporate if we would like so hopefully this makes it to corporate. Then when I returned on Friday after being notified the new device had arrived I waited 45 minutes for the sales associate name started with an R to check me out because he thought the system wasnt allowing the device to be checked out. This went on for an hour before somebody realized that they were scanning the wrong box, the original phone that had been canceled two days prior. THEY RETURNED TO THE BACK, FINALLY FOUND THE SECOND BOX, then checked me out finally. Also, during my time waiting, while the store manager was for some reason attempting to use my devices screen to factory reset it, made the comment I dont know why people even buy phones from T-mobile, i go straight to the apple store. They get you out the same day with a phone. What type of inappropriate, unprofessional, and low-class tone are you setting as a supervisor. Along with employees eating in the front of the store, talking about customers that made phone calls attempting to establish payment plans, and showing how unknowledgeable they were I was happy to leave this establishment. Never again.

The Staff there is AMAZING. Provides a great customer experience.

Parris is amazing! Thanks for taking my poker money. Lol

Rude staff that know nothing about phones other than trying to sell them to you and they arent even very good at that. Lanky, completely unhelpful staff kid yawned and checked his fake bling watch while not solving my issue.

Waited in line for an hour and 45 minutes. The store opens at 10:00. I arrived at 10:30 with 2 patrons ahead of me. In an hour and 45 minutes, the two staff members were able to help exactly 3 people. Seriously, this place is a joke as far as expectations in wait time. While the staff was extremely helpful, that one glimpse of hope was totally negated by having to wait in line for some ungodly time. Either streamline your process or get more than 2 staff members. Id recommend going to either of the other locations in Richmond, perhaps Short Pump might have their act together.

Willow Lawn location is great. Stay away from the Midlothian location. Rude, uneducated staff. Racist employees.

Surprisingly good service but kind of a long wait to get it...my phone isnt a standard sprint item and that caused some confusion but they got me sorted out

Clean friendly store. Convenient.

Staff activated my mother in law’s phone number to my wifes new phone even after telling them her phone number four times. Was a major pain to get it switched..... Staff is very unprofessional and easily distracted. Do not go to this location....

Willow lawn is the GREAT location, the sale rep are very professional and nice.

Bunch of professional Liars when it comes down to upgrading phone and what is needed. I was told I was qualified and needed no money for phone upgrade. Then I was told I had to pay the tax on the phone and switch from prepay to postpay. I walked out the last time I was there when I was told I had to pay over $100 on the phone. I told them to keep it and walked out. This is how they treat their customers who have been with them for four years. Wish i could give negative stars as I would max it out for the horrible customer service I received.

I believe her name is Paige I’m not sure but she is one of the best sales person ever me and my mom went in the store with the mindset of not getting nothing extra like cases n screen protectors but she was soooo convincing she help me understand stand a lot about our plan and what i can do next ‼️❤️

Super helpful service from a very knowledgeable customer service associate named Nick. Fast as possible and super easy.

I dealt with Sprints customer service ovet the phone from Saturday til Monday. Went online tried to get what I needed nothing happened. Called into the Willow Lawn store and spoke to Evelyn and she got done what no one else could possible get done. She did it and with a smile. She set me up with an appointment time and she took care of me. Thanks Evelyn

Still a 5 while Im here lol

If you have three hours to kill then this is the place to go. I waited 20 minutes before they even signed me in. When the lady signed me in she asked what I was there for and I told her I needed help with a few things regarding account information (simple information that took her five minutes to pull up, its not like I was purchasing a plan or a phone) After being signed in, I waited two painfully long hours to be called. Once it was finally my turn the same lady who signed me was able to give me information for one of the things I needed, then told me I had to call Sprint customer service to get the rest, why would she make me wait 2 hours for that?? She couldnt have told me that upfront? I understand Sprint offers value and you get what you pay for so I can deal with horrid experiences like this one for a cheap plan, but I pay almost $300 for THREE lines! I will now have nightmares of that place. Sprint sucks.

I love this location. I get the best customer service here!

The best customer service in the business! Their service is what made us switch from Verizon.

Very helpful sometimes a long wait but other than that good experience

Went with a friend about a problem with her phone. Brandon at Willow Lawn Store in Richmond Va provided execellent customer service.

Sprint is terrible, and no one in the store can actually affect anything in your account. Having said that, the people here actually made an effort to help and fix my account issues. Thet got me on the phone with who i needed and saved me some time. Still woulf lile ot of people in store had ability to apply crefits or... really fo anything more than sell me a phone.

Awesome team. Great deals

Wishing there was an negative star to give. The worst sprint store ive been to. Seems like the employees just walk back in forth to the back room and come out to just look around. Thats not even the worse of it... this New Spark network sucks on the SG6. Word to the wise go with other providers. If you looking on Sprint you will take a L. -5yr Sprint customer.

Ive went to this location on several occasions trying to see if the next visit would be any different from my previous visits. Each time Ive gone, the employees are dancing around and talking loudly about getting off or lunch. They finish their conversations before saying may I help you upon me walking in. Still I continued to go because this location is near my house and it takes a lot before I just give up on going to certain places. Well I had a problem using T-Mobile jump. My old device was over halfway paid off so I decided I wanted to jump. An associate here told me I had to pay 200 dollars to pay off my old device plus the down payment on a new device before I could upgrade not jump. The whole point of jump is paying off half of a device and then upgrading to a new one. I didnt want to upgrade..i wanted to jump. She told me my total was $336 and when I questioned why I wasnt able to jump, she said its not letting you. I refused to pay that. The manager then supposedly called customer care and put in a ticket for my issue to be resolved. So a week later after the problem still wasnt solved so I returned. The associate who help me this visit was very rude and huffing her breath every 5 seconds. She called customer care about my issue of not being able to jump and then handed me the phone! I sat on hold for about 20 minutes only for customer service to return to the phone and say may I please speak with the associate who is helping you. The associate then gets off of the phone after 30 seconds and says you just cant jump. I asked her what did customer service say and she said he really didnt tell her why or anything and proceeded to hand me a pen to sign papers. I pay for jump every month so why wouldnt I be able to?? After I questioned her more she then gets a fellow employee and they try and sell me the new device and suggest that I just keep my old phone for back up and SELL it after I PAY it off and its no longer T-Mobile property!! I told them I didnt need two phones for myself especially if one wasnt even going to be turned on! Basically they wanted me to pay monthly on a phone that wouldnt be working. My husband then asked them would I ever be able to jump again and one of them replied I dont know because you dont have jump on demand with a shrug and laughed. He then askes how can we get jump on demand and she replied the deal is over so i dont know. They also tried to throw in cases and screen protectors. Confused and dumbfounded, I stupidly left out of the store with 2 phones and a brand new balance of $1,300. My plan was to go to another T-Mobile and explain my case and see what could be done. So with a brand new phone in hand along with my old one, i went to the one in Midlothian. MUCH BETTER SERVICE!!!!!! It only took 10 minutes and a managers approval for them to resolve my problem. They took the old device AND helped me jump AND refunded me money that I had been OVERCHARGED at this willow lawn location. I will gladly drive the extra 15 minutes to bypass this place.

Rude employees and slow service went to buy a phone and witnessed a customer ask how long before he is helped and the employee said do you want me to stop what im doing to just help you, sarcastically and the employee argued with the customer and said they can take it outside. I then decided to leave and save myself hours of waiting and the trouble of dealing with rude employees. I will never consider switching to Sprint ever again

Made me wait 3.5 hours for something that couldve been done in 30 minutes.

Good selection of cell phone s

Long wait!! No one had any type of urgency. Continuous walking back and forth to the back with to no avail. Worst service I’ve experienced.

CROOKED!!!! Hope someone is watching, we came in to pay the $175 insurance claim and get a replacement phone, after informing us they are only accepting cash right now the price jumped to $250, after going and getting cash from the bank they claimed because of water damage it would actually be a flat $500. Just saying, hang on to your wallet when you enter this place, if your paying an extra $50 or $325 in this case the guy behind the counter is probably getting his next upgrade on YOU!!!!!!!!!! HELL no we didnt pay it are you joking? We walked and the corp company will be hearing this complaint loud and clear

When you Call someone to tell them that they have an upgrade available on their account, and they question why you’re only giving $200 of the cost of more than $750 towards the upgrade, and you then hang up..... maybe pick a different guy to cold call your customers.

Ridiculously unprofessional.I walked in and no one greeted me. I stood in what was an obvious line. Once I got to the counter, Nick asked how he could help us. We explained we had multiple problems and got into the first one. Without looking us in the eyes, Nick proceeded to get our phone number. He typed our information in and clicked around on the computer. While he was doing this, we continued to explain our situation. He interrupted me mid-sentence to ask for the pin on the account. Ok, its busy in the store, maybe hes trying to be efficient. We tell him we have documentation, he doesnt want to see it. He then walks away to help sign in the person behind us, a police officer. Its interesting how he had to be signed in but no one else did. We tried to keep explaining the situation and were interrupted so Nick could talk to his coworkers and talk to other customers. Then, he explained there was nothing he could do and suggested we call corporate. I went to hand him my phone to show him (as I was explaining) that we had been on the phone with corporate for 5 hours and not gotten anywhere, and he just walked away. No explanation, nothing.We stood there for awhile longer, wondering where he had gone, when a woman came out. She said hello and started to click around. No explanation of who she was, no questions about what our issue was. For the next half hour she proceeded to explain what Sprints policy is. I spent the half hour trying to explain that the people I had already spoken with had not followed policy, and thats why I was in the store. I kept asking how I hold them accountable when Ive been on the phone for hours and hours and been hung up on multiple times. Her professional advice was to call again. She implied we had made a mistake the last time we called, and thats why we got nowhere. As if the customer is supposed to understand the annals of Sprint policy, procedure, hierarchy, and protocol. At the end, Evelyn stopped speaking long enough for us to explain that we HAD done what she said, and we asked if that meant there was nothing else we could do. She said I explained everything to you. So basically, we spent an hour at the Sprint store with nothing to show for it, still paying $20 more per month when we were promised our bill wouldnt raise, still unable to get an upgrade without paying an extra $32 per month after we were promised our bill would not raise.I understand now why people cant stand Sprint. This store, though, was one of the worst customer service experiences Ive ever had.

Nice employees especially Odell..

Im torn between three stars or four, employees some knew their product some didnt. Frustration

Excellent customer service and a lot of smiling faces!!

Absolutely terrible. Short lines that take a long time. Poor service. Messed up my account and took forever to fix simple issues.

Their customer service really sucked, worst customer service I have ever seen. The staff were slow-moving could care less who was waiting and there were two managers walking around doing nothing. A female and a male, appeared to be managers just stayed in the back not helping out.

Poor customer service. Bad attitude for people asking questions to get their service. We went elsewhere

Did not feel very professional. They were updating the store inventory and training staff. The you lady that helped me had to keep asking someone else how to do things.

T Mobley rocks Im a long time customer

Terrible service!! Waited 2 hours and they helped people who had just walked in and then tell me sign in. Something that would only take 5 minutes. Dont care attitudes of the staff. And Im still here waiting

It depends on what location you go to me personally like the Midlothian Turnpike Sprint

They were very helpful at this location

Very knowledgeable. Extremely slow.