• Bookmark

    T-Mobile

T-Mobile

Is this your business?
Write a Review

Overview

T-Mobile has a rating of 1.2 stars from 1,938 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about T-Mobile most frequently mention customer service, new phone, and sim card problems. T-Mobile ranks 240th among Mobile Phones sites.

  • Service
    1128
  • Value
    1047
  • Shipping
    684
  • Returns
    712
  • Quality
    971
Positive reviews (last 12 months): 1.4%
Positive
1
Neutral
0
Negative
69
View ratings trends
220
See all photos
How would you rate T-Mobile?
Top Positive Review

“They are very good at apologizing!”

Kristy S.
2/27/15

I've had T-Mobile for 5+ years now and I've found that while mistakes are sometimes made, (usually during ill-advised store visits) their phone based customer service is very good at making up for it. Any time I have called them with an issue they have been very quick to correct it and to give me some kind of compensation or perk to make up for the loss. While the website has had a few issues in the past with user-friendliness, they have made regular improvements over the years that help immensely. If you demand perfection constantly, not the carrier for you, but if you have a tiny bit of patience, they do come through in the long run.

Date of experience: 2/26/15
See positive reviews
Top Critical Review

“No. Just no.”

vadustbunny g.
11/7/24

Phones are junk and they then charge you to restock their junk. In store makes a sale and then cant help you with anything and believe me...you WILL have problems. Customer service? Our entire family had TM phones and now are completely disgusted with the "service". Plan on spending hours on the phone as you get put on hold, swapped around, cut off over and over again, and get told something different with every call. Have had constant glitches with the GPS, volume, camera lens etc etc etc. They used to be worth the extra money every month but NO good reasons to stay with them anymore. Steer clear.

Date of experience: 11/7/24
See critical reviews

Reviews (1,938)

Rating

Timeframe

Other

Reviews that mention popular keywords

phone number (73) customer service (723) credit card (54) billing cycle (38)
Thumbnail of user brandyc203
Florida
1 review
0 helpful votes
  • Send Message
October 10th, 2022

I've been with this company for 10 years and there customer service sucks there network suck and they have no problem kicking you when you're down go with literally anyone else

Date of experience: October 10, 2022

Thumbnail of user ld510
New York
1 review
0 helpful votes
  • Send Message
January 22nd, 2024

T-Mobile is a SCAM they're in the business to take your money but not refund your money when your return their equipment After speaking with Denise Blackman on 11/27 at 6pm and by the way Denise Blackman did a terrible job on my order she said a payment of $24.98 will come out your account on December 1 and Denise Blackman will call me at 1:30pm when Denise Blackman comes on duty to finish setting up the account for the free phone I call T-Mobile to make a payment of $24.98 on Dec 1 at 12noon then my equipment was sent to my address. I never ever used the home internet equipment because I'm in the process of moving. I took the equipment back to UPS on 1/10/24. It's now 1/22/24 and I still haven't receive my refund. I've talked to 2 mangers, Marcus and Margeret and they don't see any payment of $24.98. Where is my money T-Mobile. STOP TAKING PEOPLE MONEY A PUTTING IT IN YOUR POCKET

Tip for consumers:
Yes T-Mobile I believe is a SCAM. My neighbor have been dealing with T-Mobile and her refund issue since August 2023 and she still haven't receive her refund. I plan on going back to Metro PCS . I haven't been with T-Mobile for a month and had the worse experience with T-Mobile and wouldn't recommend T-Mobile to ANYONE

Products used:
Home internet which I never used

Service
Value
Shipping
Returns
Quality

Date of experience: January 22, 2024

Thumbnail of user deeannb18
New Hampshire
1 review
0 helpful votes
  • Send Message
November 16th, 2021
Verified purchase

T-Mobile threatened to cancel my service after approx two months due to exceeding my monthly roaming usage. Apparently, all I had for service was roaming service. I did not 'choose' to roam when using my phone or hotspot. I expected 'real' service when I switched to T-Mobile. Even though they shut down my hotspot access, I am now being forced to pay for a 'free' hotspot that I had to get because my prior device was not compatible(How convenient!) Because I left T-Mobile before they had the chance to cancel me and leave me without any phone service, I have to pay for a device that they shut down and will not take back. Wish there was a way to talk to someone with some authority to do something but customer service just reads their script and moves on to the next victim. RUN AWAY FROM T-MOBILE AS FAST AS YOU CAN!

Date of experience: November 16, 2021

Thumbnail of user dennism128
Colorado
11 reviews
5 helpful votes
  • Send Message
September 30th, 2022

I had next to no phone service for two months because there were two cell towers in the Greeley, CO. Area as confirmed by the T-Mobile store at Centerplace in Greeley, and they said T-Mobile would give me a partial refund, but they wouldn't. I switched to Verizon because I could not get any cell service with T-Mobile in my area. T-Mobile is dishonest and crooked, and I would never use them again for my cell phone service. Verizon's service is excellent, and they have much better coverage than T-Mobile, especially in rural areas. T-Mobile lied to me several times, and they are a dishonest and very poor cell phone service.

Service
Value
Shipping
Returns
Quality

Date of experience: September 30, 2022

Thumbnail of user robertv1711
Texas
1 review
0 helpful votes
  • Send Message
December 27th, 2023

I canceled their service in July 2023 found out they kept charging my card all the way until December 2023 called customer service and even they were perplexed as my account had been closed but they kept charging me. Had to go to a store with my SS card and ID to sit there for an hour talk and with a specialist which I agreed to actually pay 3 of the BS months and be refunded the rest to find out they did refund it but sent the rest to collections even though the specialist said they would put a credit on my account to cover the last month only for me to receive a collection letter 2 weeks later for the last month. I thought maybe that was their mistake and it should clear itself until today. I just received a letter from a collection agency for the month of December and additionally January! I was literally on the phone with the agent and the store representative when they both confirmed my account was closed (again!) and with a credit. I have read numerous accounts of this unethical and illegal practice. If this is not rectified I will absolutely join the thousands of people asking for a class action lawsuit to address this matter and address this on any and every platform I can. I have never been so disappointed and disrespected by a company. How dare you to even end each call to ask me to to reconsider your company in the future

Date of experience: December 27, 2023

Thumbnail of user twolowforaflyover
Florida
1 review
0 helpful votes
  • Send Message
May 30th, 2023

A few years ago, I purchased a t mobile plan because they had a free phone on offer that I could give my son. But the plan was significantly more expensive than my previous carrier and when I realised it, I returned the free phone. I cancelled the plan and I received a email cancellation. T mobile continued to charge me a monthly amount and I called, I went to three t mobile stores in person and I emailed. I did not pay on a plan that was canceled. When the amount owing became $582.00 Tmobile stopped the plan and sent me to a collection agency. I have been harassed by the collection agency and they continually reusubmit the bill to the FICA and therefore the 7 years does not count. They are very evil. I do not have any collections except for Tmobile. I will not pay what I do not owe...and I am sorry I ever signed up with Tmobile..

Tip for consumers:
T mobile is the worst company I ever associated with.

Products used:
A better phone carrier

Service
Value
Returns
Quality

Date of experience: May 30, 2023

Thumbnail of user glenh191
Florida
1 review
1 helpful vote
  • Send Message
July 19th, 2022
Verified purchase

'm headlining this review as DON'T BELIEVE YOUR LYING EYES because an honest T-Mobile tech rep admitted today that the company's 5G coverage map was widely different map than the one she sees. The company's 5G map on its website shows that my address has its most advanced 5G coverage shows no coverage with none planned for the foreseeable future. She instructed me how to revert my iPhone 12 to LTE only but I still have only one bar.

Service
Value

Date of experience: July 19, 2022

Thumbnail of user mh841
Georgia
1 review
0 helpful votes
  • Send Message
December 27th, 2021

Supervisor Jasmen in the Birmingham Alabama call center refused to refund me for this wearable device that burned me stating I was outside of the buyers remorse window despite the fact the device burned me and this wasnt me being arbitrarily annoyed with something cosmetic about the watch. She then suggested I sell these watches (note they are burning me). I told her that was negligent and When I asked to speak to her manager I was told "she is the highest manager" when I asked again who she reports to she gave me the name "tish".

Service
Value
Returns
Quality

Date of experience: December 27, 2021

Thumbnail of user greggs215
Ohio
1 review
0 helpful votes
  • Send Message
July 31st, 2023

I have 6 phones rented, I placed a call since my phone was NOT receiving calls. Was put on hold for 48 minutes then they hung up. In the question section on the screen, after a dozen questions, they said they could not help.
I called again, on hold for 34 minutes then I gave information, passwords etc and THIS time they said I needed my Corporate account number. Pur me on for 9 minutes THEN came back and asked me the SAME questions again... Ridiculous... HUGEEEEE mistake switching to T Mobile

Service
Value
Shipping
Returns
Quality

Date of experience: July 31, 2023

Thumbnail of user gardenc8
Florida
1 review
0 helpful votes
  • Send Message
September 28th, 2021

DO NOT USE FOR TRACKING DEVICES! They came out to our business and gave a presentation only to not provide. They partnered with GEOTAB and there is huge disconnect in communication between the two. The devices don't work and they can't figure out to correct the problem but still want to charge us. Horrible customer service and tech support. Between the bill and having them installed on our vehicles we're thousands of dollars in the hole with nothing to show for it. This was a huge waste of money.

Tip for consumers:
DO NOT USE FOR TRACKING DEVICES! They came out to our business and gave a presentation only to not provide. They partnered with GEOTAB and there is huge disconnect in communication between the two. The devices don't work and they can't figure out to correct the problem but still want to charge us. Horrible customer service and tech support. Between the bill and having them installed on our vehicles we're thousands of dollars in the hole with nothing to show for it. This was a huge waste of

Products used:
DO NOT USE FOR TRACKING DEVICES! They came out to our business and gave a presentation only to not provide. They partnered with GEOTAB and there is huge disconnect in communication between the two. The devices don't work and they can't figure out to correct the problem but still want to charge us. Horrible customer service and tech support. Between the bill and having them installed on our vehicles we're thousands of dollars in the hole with nothing to show for it. This was a huge waste of money.

Service
Value
Shipping
Returns
Quality

Date of experience: September 28, 2021

Thumbnail of user priyar85
California
1 review
0 helpful votes
  • Send Message
September 8th, 2022

The customer service for t-mobile is one of the worst i have ever seen -
Every representative tells you a different story - they themselves dont know how their system works - I happen to cancel my service and spent 2 months to get a get a confirmation about the cancellation. Here are the different reasons/options I got when i called them:
- Login to t-mobile, you will know the account is cancelled
- Next rep says you cant login to t-mobile because the account is cancelled
-That i will recieve a text message on my phone
- next rep said i cannot receive any text message since account is cancelled

Paying outstanding amount was another nigthmare of phone calls- i am glad i changed my service - who dont know what they are doing, do not trust them.

Service
Value
Shipping
Returns
Quality

Date of experience: September 8, 2022

Thumbnail of user torresk948
Texas
1 review
0 helpful votes
  • Send Message
April 17th, 2023

I can't thank Kylebenedict, enough for hearing my issue & actually doing something to resolve it completely! T-Mobile needs to hire more people like Kylebenedict

Date of experience: April 15, 2023

Thumbnail of user elisal57
DO
2 reviews
2 helpful votes
  • Send Message
January 22nd, 2022

I UPGRADED TO T MOBILE'S INTERNATIONAL PLAN BEFORE GOING ABROAD-- BIG MISTAKE. DESPITE NUMEROUS CALLS TO CUSTOMER SERVICE, NOTHING WAS FIXED AND I WAS LEFT NOT BEING ABLE TO RECEIVE BUSINESS CALLS THROUGHOUT MY MONTH LONG TRIP AND WHEN CALLERS DID CALL, THEY TOLD ME THAT INSTEAD OF REACHING MY VM, THE CALL WAS PICKED UP AND MUSIC PLAYED. SWITCHING CARRIERS IMMEDIATELY WHEN I GET BACK TO STATES. DO NOT PLAN ON T MOBILE INTERNATIONAL PLAN WORKING OUT OF THE STATES!

Service
Value
Quality

Date of experience: January 22, 2022

Thumbnail of user robertl3976
Kansas
1 review
0 helpful votes
  • Send Message
October 31st, 2022

Followed up on a T-Mobile offer to move my cellular account from AT&T to T-Mobile. I followed through and attempted to do that back at the end of July. It is now the end of October and after spending more than 25 hours on the phone will multiple various customer service agents and receiving multiple promises, like "my supervisor will call you back tomorrow," they never called me. I sent the phones back and have both UPS and T-Mobile confirmation of receipt. Now they're trying to charge me for $171.45. Spent another hour and a half on the phone with customer service and got no-where. Asked to speak with a supervisor and was told none were available to speak with me. Since I returned the phones, they have closed my account, and now say that they cannot make the financial adjustment on my account because it was cancelled. What a crock! I don't believe a word they utter. Their whole purpose is to take your money, even when they make the mistakes on their end and cause you to cancel your account for non-performance. I thought AT&T was bad, but these people are the worst!

Tip for consumers:
Do not spend money on T-Mobile's lies.

Products used:
iPhone

Date of experience: October 31, 2022

Thumbnail of user sarahm2810
Nevada
1 review
0 helpful votes
  • Send Message
March 29th, 2022

So I had go this crappy phone so I traded it for a newer phone, I had return the old phone back in September of last yr and they still charging me for that phone I had called numerous times to fix their problem, they would tell me that it was never in the system I been fighting with them on this. They would tell me to drive back to the store to track the phone mind you this I do not live close to the store it is out and far from me and definitely waste of my time and my gas! I was just on the phone with them once again because this time they up my bill so yet again paying for something that I DO NOT HAVE! And now this with my bill I told the lady if they do not fix this problem that THEY made then I will go to the corporation and told her that this is fraud and stealing! Where the hell is my phone that I return? I am so glad that I'm leaving this company. If I can give a no star I would!

Date of experience: March 29, 2022

Thumbnail of user deavionp
Tennessee
1 review
0 helpful votes
  • Send Message
May 11th, 2022

I've had a horrible experience with T-Mobile I'm fixing bill errors every month, resolution time takes up to hours (on the phone) they claim to have the issue fixed yet I'm calling every month. And going inside a local store is always a nightmare because really they can only assist in taking your money. I brought a phone as it was buy one get one free now I'm being told it's buy one get one leased! Who in there right mind would lease a phone for the exact amount you can just pay it off for I hate that I ever started my contract and would advice everyone to look elsewhere p. A make sure after each transaction you're receiving a receipt multiple times I have went into a local store for help to discover months down the line I had things added to my account that I've never even physically owned they do these things for rewards And it's flat out wrong you can't even assist me with the mistakes the company is making what makes you think I will add more things to a bill that has yet to be resolved

Products used:
iPhone 12 Pro max
Jbl speaker
iPhone watch

Service
Value
Shipping
Returns
Quality

Date of experience: May 11, 2022

Thumbnail of user davidp3155
New Jersey
1 review
0 helpful votes
  • Send Message
July 3rd, 2021

PLEASE READ THIS BEFORE CONSIDERING SIGNING UP WITH T MOBILE. I would have given 0 stars if it allowed me to. I do not recommend using this provider. They falsely advertise their promotions. When signing up we were told by multiple customer service representatives that T-Mobile would cover 100% of the remaining balances of the phone lines with our previous provider. After being with T-Mobile for 3 months the balance has not been paid. I spent multiple days on phone with multiple customer service representatives. Each representative was not helpful. I was told more than 3 times that I would be sent prepaid credit cards for $600 on each card. I never received a card. I was told multiple times that a supervisor would contact me on that day. I never received a call. I have not gotten reimbursed for the payment I made on the remaining balance of my phone lines with my previous provider.

Tip for consumers:
I was told by multiple customer service representatives on the phone, as well as employees at T-Mobile store that if I sign up T-Mobile they would cover the entire remaining balance on my phones from my previous provider. After signing up they would not pay the balance on my phones.

Products used:
Cell phones

Service
Returns
Quality

Date of experience: July 3, 2021

Thumbnail of user antheab14
Minnesota
1 review
0 helpful votes
  • Send Message
August 22nd, 2023
Verified purchase

T Mobile has completely ripped me off and does nothing but offer lip service. I have contacted them numerous times about unlocking the iPhone 14 I bought there a couple of months ago. I have been in the store and have spent hours on the phone with them. Yet here I sit, still without an unlocked phone.

The phone was completely paid off and is fully mine, so it has been extremely frustrating that I can't even use it. I canceled my T Mobile line because I was sick of the exorbitant fees I was paying. The cheapest line they could offer me was $70 a month. My plan was to switch over to Mint, where I would be paying $15 a month for unlimited everything. But then I found out that the phone was locked and I was not able to switch over.

I have made 6 or 7 requests and they keep telling me that it will take 24-72 hours to process. That time frame has elapsed many times now as it's been over TWO WEEKS since I have paid the phone in full and requested the unlock. I've reached the end of my rope with them! In the meantime, I can't make or receive calls (which has cost me a lot of business) and can only use it when I'm connected to wifi. I rely heavily on my GPS for work and I can't use that, either. I can't wait to be done with T Mobile forever and move on to Mint.

Products used:
T Mobile cell phone service

Service
Value
Quality

Date of experience: August 22, 2023

Thumbnail of user tanyak151
Texas
1 review
0 helpful votes
  • Send Message
October 1st, 2021

I had questions about the T mobile service, and I contacted a costumer service helper through text with the t mobile app, they were really kind and understanding of the problem and they said there was a outage in my area and they are working on fixing it, also the weather was raining and it's storming, and the t mobile assistant, helped with a estimate time that it could take, and even with that estimate it the assistant was very kind and helpful fulfilling the questions I've asked even though they were working on it still, so thanks to the t mobile assistants I've had a amazing experience with them helping me figure it out!

Tip for consumers:
Be kind and understanding too with the worker because they don’t know everything!! No one does!

Products used:
Costumer service

Service
Value
Shipping
Returns
Quality

Date of experience: September 30, 2021

Thumbnail of user ericl1422
Nevada
1 review
0 helpful votes
  • Send Message
October 9th, 2022

I will never go with t mobile again. Terrible customer service. I called 3 times to cancel my service and they still charged me. I can't fix it over the phone, have to drive 90 minutes to a store.

Tip for consumers:
Don't

Products used:
Phon

Service
Value
Returns
Quality

Date of experience: October 9, 2022

Thumbnail of user richb492
Colorado
1 review
0 helpful votes
  • Send Message
December 10th, 2022

I was having issues with changing from Sprint to T-Mobile SIM cards I did not like the idea of it because I had issues with T-Mobile before there's SIM card but Kenny at the South Lindbergh location help me out with all that And also again he helped me out today with my with my T-Mobile drive safe that you plug into your car...
It's kind of bad when you call in to customer service or anybody like that It don't seem like they can help anybody at all because it sounds like they don't know anything soon as I go into the store everything gets taken care of again I want to say a big thanks to Kenny at the South Lindbergh store and their other employees... For further reference I will try my best not to call customer service just go to the store...
You guys want me to take pictures that's ridiculous how can I take a picture of a phone call...
Sprint customer service was good T-Mobile customer service sucks

Products used:
Your on phone customer service sucks I rather go into the store because it seems like they know more and they can help you out a little better... I give all thanks to helping me out to Kenny from the South lynburg store in Saint Louis Missouri.....

Date of experience: December 10, 2022

Thumbnail of user rmoravetz
New Jersey
1 review
0 helpful votes
  • Send Message
August 3rd, 2023

It took 6.5 hours on the phone to remove my line from a shared account to an individual account. Customer Service personnel seemed to try hard but system is impossible.

Date of experience: August 3, 2023

Thumbnail of user stikma91
New York
1 review
0 helpful votes
  • Send Message
November 25th, 2023

I called t mobile to make payment arrangements and they told me that Ivan would withdraw a certain amount per month and they did not comply. They took everything from me in one payment

Date of experience: November 25, 2023

Thumbnail of user ducl22
Georgia
2 reviews
0 helpful votes
  • Send Message
April 5th, 2023

No label and box sent to return after cancellation. Poor customer service and management. I have to print out the label this is ridiculous. Unstable internet services. Never come back.

Service
Returns

Date of experience: April 5, 2023

Thumbnail of user alynad2
Nevada
1 review
0 helpful votes
  • Send Message
October 22nd, 2023

I got stuck with T-Mobile when they merged with Sprint. Coverage for calls/data was the worst– they blamed it on high network traffic but I would be sitting next to friends with AT&T, Verizon etc. – they would have service/internet & I would have nothing. Finally made the switch to Consumer Cellular – 2 of my 3 phones there was no issue to unlock & activate. My S21 showed unlocked to T-Mobile my phone had a message "please contact Sprint to unlock your device." After spending over 6 hours on the phone cumulatively, receiving conflicting & incorrect information – the issue STILL is not resolved. I had been in touch with the executive office about the coverage issue and brought it to their attention. They advised they "regret" this occurred. Really?!?!? Unbelievable that 5 different T-Mobile representatives had different answers to the issue including doing a factory reset which resulted in spending another 1.5 hours to set my phone back up. It's been 1.5 days and I have to wait another 3 days for T-Mobile to figure out the issue. I strongly urge you not to do business with this horrible company. Apparently it's the norm for customers to spend 6 hours of their weekend on the phone. I'd give this company 0 stars if I could.

Products used:
SAMSUNG S21 - GREAT PHONE - HORRIBLE CELL PHONE COMPANY

Service
Value
Quality

Date of experience: October 22, 2023

Sitejabber for Business

Gain trust and grow your business with customer reviews.

About the business

T-Mobile is America's Best Unlimited Network. No annual contracts, no roaming charges, no taxes and fees, plus many perks and benefits. Call 1.800. TMOBILE to make a purchase today!

How do I know I can trust these reviews about T-Mobile?

  • Sitejabber’s mission is to increase online transparency for buyers and businesses
  • Sitejabber has helped over 200M buyers make better purchasing decisions online
  • Suspicious reviews are flagged by our algorithms, moderators, and community members
Have a question about T-Mobile?

Is this your business?

Claim your listing for free to respond to reviews, update your profile and manage your listing.

Claim Your Business