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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.
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.
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.
No internet, no customer service. They repeatedly say they're sorry but the service is horrible. Internet is no good.
Date of experience: May 7, 2023
I unfortunately tried to use tmobile twice. The idiots at billings montana store were too stupid to set up my phone payments. Going to the store was a waste of time. Their corporate office told me the stores are private contractors and they were not responsible for employees incompetents. I had to drive 160 miles to pay 30 dollars every month. When I called the corporate office to cancel service I was told I would be charged $173.00 late charge even the though the contract was supposed to be auto pay.
The second time I attempted to go through Walmart. I lost the phone the phone and reported the loss immediately and that I could not afford a new phone at this time. I started getting robo calls telling me I owed them money. I attempted to call customer service. I was not able to get foreigner to understand and I had no idea what they were saying. When I asked to speak to an american they hung up the phone. I had to contact BBB of Montana to force an american Tmobile rep. To call me. This person told me I owed another $123.00 but they would drop this fee. Tmobile is a big tech scam, they pay foreigners very little knowing there is a language barrier. You can not speak to an american unless you call BBB. Tmobile IS GARBAGE! Tmobile also claims to veteran friendly this is an outright lie. As a single veteran on disability I can not afford $60.00 a month for a company that refuses to hire americans. Veterans do not get anything special, its just more lies from another anti-american big tech. The only thing Tmobile does is take money. There is no way to rate Tmobile since no scale has negative numbers low enough to rate them
Date of experience: August 8, 2023
Did you not help people who have a fixed income people are rude Be more and more and more and more and more rude and getting worse
Date of experience: November 16, 2019
Service dept is the worst, reception is horrible, billing is crooked. Stores LIE to you to get you to buy.
Date of experience: September 6, 2022
Horrible service, Horrible experience, Horrible customer service experience. The whole thing is $#*!!
Date of experience: August 21, 2022
Horrible WiFi Box. Keeps coming in and out. Worst product of the company. Absolute garbage connections
Date of experience: July 24, 2023
Poor service for 2 months. Problem will not be fixed for at leadt6more months but they expect me to pay $300 to get out of contract
Tip for consumers:
Do not use t mobile
Date of experience: March 6, 2023
Shady operations, moronic customer service representatives, save your sanity and avoid t mobile, beware.
Date of experience: June 18, 2023
High prices for literally everything. Nearly impossible to pick up signal outside major cities. Not recommended.
Date of experience: June 29, 2017
The customer service was extremely incompetent. They continued to mess up at least six times in a few months, then deleted my bad review.
Date of experience: August 15, 2017
They tack on random charges onto your bill and then can't explain what they're for. Honestly never get to speak with someone who I can understand.
Products used:
Cell phones
Date of experience: March 18, 2023
If you live in southeast Ohio don't get T mobile. Their cell service is horrible. I am going back to Verizon
Date of experience: November 13, 2022
Got service in September, cancelled within days because it was SO bad. 3 months later and still fighting to get money back from a negative balance on our final bill. AVOID T-MOBILE LIKE THE PLAGUE!
Tip for consumers:
AVOID LIKE THE PLAGUE!!
Date of experience: January 6, 2023
Had to pay $15 for SIM Card charges. Will never buy or recommend t-mobile. Looks like they are getting more customers now a days. Pathetic.
Date of experience: April 28, 2015
Sprint was amazing before T-Mobile bought them. Now service is crap and cuts out/can barely use data
Date of experience: November 26, 2022
We lost our phone, Sergio assisted us in timely manner and even gave advice on how to erase data etc.
Date of experience: May 15, 2023
You better keep track of mailed back phones, they will charge for things returned. I am beyond upset!
Date of experience: June 8, 2022
Transferred service, promised multiple promotions. Not able to receive any of these promos. Very disappointed.
Products used:
Iphone 14 pro max
Date of experience: February 25, 2023
Slow speeds. Poor service.
Typical left hand not knowing what the right is doing company. I'd avoid them if possible.
Date of experience: December 7, 2022
We were excited about switching to T-Mobile in April from another carrier. The ads were alluring, My online chat with a customer service agent convinced us that the Magenta connection was a perfect solution to substantially lower our cell bill and to enhance our cell services! Someone should have screamed "April Fool" loud and clear. Beside NOT porting our phone numbers which they agreed to do (thankfully the carrier we were leaving helped us out with that problem), but they charged us double -as if we were two independent customers-rather than a married couple -a second line on the same account. It took a great deal of work to get that fixed. We have never received more than 2 bars showing -generally only one. We were told that didn't matter. I cannot get decent internet service when away from home, when needing directions or suggestions for restaurants. I use cellular service when away from home-rather I leave cellular on. We never had any of these problems with former carrier-we switched with the offer of unlimited text, data and talk, and 2 iPhone 13 phones. Included in our plan was a terrific deal on another device. It turned out that we were seduced with all these fabulous bells and whistles. As I am writing this our super powerful 5-g shows two bars. I might need external oxygen to sustain me. Seriously however, we were promised extraordinary 5G -high bars and a great price. We finally got billing straightened out (took 4 months) but still waiting for refund of the double billing issue and a decent number of bars showing that we have strong connection. Our former carrier bars were generally at 4 with 5 bars frequently showing. It's a pity that T-Mobile is so disappointing. We shouldn't have been so wide-eyed and so naive when expecting a cellular nervana.
Date of experience: November 7, 2022
Customer Sercice refuses to provide phone number to Retention or Corporate office. BBB complaint will be submitted by customers
Date of experience: December 20, 2022
Upgrade to the iPhone 13 Pro ON US up to $1000 on eligible trade in.
ON US. In the United States, ON US means free. Drinks are ON US means we pay. The ad implies that current customers, such as myself, can upgrade to the iPhone 13 Pro FOR FREE, because it is on T-mobile. (FREE to me) This is deceptive, in other words, FALSE ADVERTISING. Having an iPhone 8 to trade in gets me $85 (in monthly bill credits over 30 months). That is no where near $1000 and in no way is this upgrade going to be FREE to me. I currently have 4 phones, 2 Smart watches and an iPad on the account and have been with T-mobile for many years. Imagine my disappointment.:(
Now, this evening, I see a tv ad for NEW customers, no trade-in required, simply port your number from your current carrier over to T-Mobile and get the iPhone 12 ON US. This tells me that NEW customers can get the iPhone 12 for FREE. What can I do to upgrade to the iPhone 12 as a current customer? I would have to pay for the phone. Even at half price, which the representative on the phone implied was a legit offer, this is not FREE and not fair to long-term T-Mobile customers.
I have canceled the pre-order for the iPhone 13 Pro.
I am more than dissatisfied with T-mobile. And THAT is ON THEM!
Products used:
Cell phone service
Date of experience: September 18, 2021
You Guys are a theft and have bad management costumer service working over there. I called yesterday his name was Brandon he sound black. I'm going to court for Tmobile company I know the line are recorded I had another phone that I corded as well. Cause this company lie so dammn much. Last month I purchased mobile home Wi-Fi. They told me plenty of time. My bill for September will be this amount everytime I called caused I know tmobile company is a theft I log in yesterday my bill was not what I was expected then Brandon stink breath had the audacity to tell me I can cancel if i want too. It's like they know what they did and volunteer
To cancel it. I asked for the labor and return it. Very unprofessional I have all type of prove against you guys. Big lawsuit. And 2nd I rather make another company making that much instead of Tmobile. Nobody like this company due to the theft. Everyone I know that talk about tmobile they talk baddddd which is ridiculous and the crazy thing is I've been with t mobile for 2 years now and that how I get treated. Welll no problem and the 35$ fee plus tax which is 37$ to get that Wi-Fi they did not give me my money back then Brandon telling me to pay for the September. And third he's an ********hole. It's sad and embarrassing Tmobile store does better then the costumers service people when they was sending me the Wi-Fi home internet they did not put the apt number they just send it without asking no questions the only person I will give credit to and good reviews are ups Tmobile costumer service agent they just seating at home doing nothing really. Very unprofessional I make sure I had all my prove against this company cause y'all not about to do me like you did to others. And I'm not new to T-Mobile. And most of the emails they had send I can't even see most of it. Yah im glad I had took a pic
Tip for consumers:
Trash
Products used:
Tmobile company is trash and I’m doing a big lawsuit
Date of experience: September 2, 2023
If you never have a need to ask a question or contact customer service, I'd give them a 4. But then all the carriers rate that. Plan on taking two days off from work if you need to call customer service. If you reach someone, it will be in the Philipines, in a room with dozens and dozens of other call agents, and no barriers between them. You can't hear the agent because of the deafening roar of the others. Do not believe when they promise to contact you back. Do not believe that the email address to management works. Do not believe if they say they will put you on with a supervisor.
Perhaps try the website. You will go in circles. Information on how to do something on your phone? Expect to log in at least 4 or 5 times... why? Expect to put in your phone information each time--why? And don't expect the information to be accurate.
I've had TM forward my calls to voicemail so I could not receive calls at all unless I decided to check in on my voicemail--not once, but three times. One time required me to spend a full day on the phone with them. They tried to tell me someone hacked my phone and forwarded it to an unknown number. Later I found out that unknown number was the one they use for their own voicemail.
Want a question answered? Need Help? You won't get it. I don't change because I am not certain the other companies are better, and I can be almost certain that I won't be able to get T-Mobile to stop billing me or release my line.
I have to say that T-Mobile's customer service deserves awards--one for one of the worst I have ever experienced in my life.
As for billing programs? If I buy three more phones my rates go down. It makes sense that the price per line would go down, but not the total.
And of course there are taxes. When you go to a store, do you pay extra for their Workers Comp taxes or real estate taxes? Do you get surcharged for their electricity bills or insurance policies? No... the company pays that out of their own profits. How do the cell companies get away with "passing on" their fees and taxes.
But my calls go through.
Date of experience: October 8, 2017
As a loyal customer of T-mobile of over 11 years I am horrified to write a bad review. Recently one of the 5 lines on our account needed a phone replacement. We replaced the device through insurance that we pay to T-mobile and we were advised to return the damaged phone. The customer service rep that issued the replacement explained that since the phone would not turn on due to the issue of it not charging at all that the "find my I phone" feature could not be disabled and she would send out the replacement. When I put the damaged phone in the box to return I noticed in bold letters on the box it says do not return the phone without disabling the "find my I phone" or we would be charged a restocking fee. I called t-mobile and discussed my concerns with a representative who advised me to contact Apple. I contacted apple and I was told that we can only do a master reset if the phone can be found on our I cloud account which it can not. The phone however is not registering with I cloud and we can not get into the phone because it will not charge. I was told that If I send in a receipt for the phone as proof of purchase apple can wipe the phone. ( also I am not comfortable with sending a phone back to a company for refurbishing that has personal info, including pictures of my kids, addresses, bank info etc.)
I then contacted t-mobile for a receipt and they told me that they can not give me a receipt because the phone was purchased in 2015.
So... Now I am told by T-mobile that because I am past the return window of 15 days that I owe them $650 for a phone that does not work because I could not send in the phone without wiping it according to their rules, they could not provide me with what I needed to do so and can't do anything to reverse the fee. Also every time I called in for help I spent 2 hours on the phone and got NO help. This is especially disgusting because I have like I said been a client for 11+ years and have 5 lines on our account! (NOT CHEAP)
** By the way the phone that I am referring to is an I phone 6S... (not valued at $650)
Date of experience: December 3, 2019
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!
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