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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.
I was proactive trying to make sure that I had enough mobile hot spot for work. I made the changes clearly in advance and have the chats to prove it. They said rest assured that you will not be charged anything extra. Next thing I know they suspend my account without warning while I was working. Said that I owed 514 dollars and that they could do nothing to help me out. There is more but thats the basic situation. THIS COMPANY IS CORRUPT AND NOT TO BE TRUSTED!
Tip for consumers:
Get out of this company asap!!
Products used:
Phone service
Date of experience: March 1, 2022
You could not unlock my phones, I have 6 lines. I requested to you that before starting my trip out of USA. You have been very unprofessional and UNRESPCTFULL telling me you can not do that because it is not your bussiness. After 15 years using other company, I accept your offer to transfer my lines with you but it has been a big mistake. You are really the worse provider of phone services.
Date of experience: June 21, 2022
I pay $400 for our family bill a month and my signal never works and ever since they forced me to get 5g it has only gotten worser, videos take a day and a half to upload im not by woods im not in the desert im in the middle of the fricken city
Date of experience: March 3, 2022
My elderly aunt recently switched from AT&T to
T-mobile. She needed help with FaceTime and Voicemail activation. Kapua, a supervisor at the store assisted my 83 years old aunt. Kapua went above and beyond the call of duty to help her. Kapua was extremely patience, professional, and knowledgeable. We wanted to thank you Kapua for her patience and kindness. Kapua you're a rare gem and an asset of T-mobile. Please recognize her diligent and dedication. She's helping T-mobile to shine and build your reputation. Wonderful job Apuka! Thank you.
Date of experience: March 19, 2023
I don't even want to give them a star! There internet is not good at all. When you ask for a 3 day extension on my due date they would NOT HELP AT ALL! When your own disability, and I only get paid once a month.and they couldn't do nothing. Spoke with HAYLEE AND she does not need to be in a customer service. I wouldn't suggest T-Mobile Internet for nothing. It's not worth it at all.
Date of experience: January 10, 2023
As a 13 year T Mobile user, I do not know what happened to their service and customer service?
They are advertising 5G service, that is not in ALL areas. Be advised.
Service for 4G has greatly declined! Am not even receiving 4G service now for the past few months, and I have been calling for several weeks to deal with it; only frustration. Today was the topper. Tech Support tells me I only need one bar, I do not need 4 bars or 4G, and Customer Service actually told me that I should be happy with the 3G I was receiving since I am getting WI-FI for "free, with assistance of their Cell Spot." I PAY for Wi -Fi Service and Data.
What is going on?
Date of experience: March 14, 2020
They charged me for 2 replacement phones one came the other never showed up. It is crazy. I gave them everything they asked for. They now want 2,000. To turn on my service. This is really nuts.
Date of experience: May 18, 2023
I normally would never do this but I've had it I have been with Sprint for 9 years and then my daughter is and I and nephews there's five of us on the plan and I'm not exaggerating when I say this but not a day goes by the phone continually buffers half the time we don't get calls you can't get online it's horrible and it's every single day it doesn't let up we have called in a few times they say that the towers are fine and that there's no problems in the area and yet every single person that I know that has T-Mobile complains of the very same thing numerous people with the same complaint and yet they say there's no problem we are switching services after many years because of the problem we're paying for something we don't fully get to use and it's been since they've switched over
Date of experience: January 6, 2022
Do not get your plan from them u will regret it I promise you. They will charge your every single month for more money and they keep saying it's one time payment
Date of experience: October 17, 2022
I have been with T-Mobile 25 years - recently had a breach on my phone - needing a new device asap - but still have balance on current phone - reached out to corporate to see if they would help with a credit for new device and was told no - only current promotions available - however they sure push getting a new line - they need to review their policies and try and keep customers - I have 5 phone lines and 2 trackers - as I am looking at other carriers I am sure my business will be appreciated
Date of experience: September 6, 2023
T-Mobile took our equipment and gave us the same equipment, told us we were going to get 2 $200 visa gift cards amongst other promises. They took our equipment and would not give it back to us. They told us they couldn't. We ended up just giving them back their phones and saying forget it. We lost our equipment, which I will write a dispute on and gave them back their phones just to not have to deal with them. And we dealt with the store manager! I asked her yes or no questions that she would not answer and kept skirting the question. Finally I asked her if she could not answer the yes or no question and she said she could not answer. This is not a corporate store from my understanding. I own a company and have over the past 30 years in Northwest Arkansas and I would NEVER treat my customers this way! I would never lie to them either. It's all unfortunate, as I was physically ill over the situation. You can't trust them and their advertising is false and misleading. Don't get sucked in! I can't believe I did. Read the reviews...I wish I would have!
Tip for consumers:
I would not recommend using T-Mobile. They should be in trouble for falsifying their advertising. The rope ad or the jail ad...that's actually you if you get "roped" in to doing business with them. You will also feel like you are in jail getting out of doing business with them.
Don't go to the T-Mobile store on Sunset Avenue in Springdale, Arkansas.
They are rude and incompetent.
Products used:
We were "promised" I Phone 14s. Ended up with SEs that we took back, but we never got our original equipment back.
Date of experience: August 16, 2023
I canceled tmobile services and move to a different provider becauseof bad signal and Tmobile kept charging me on my account and when stopped them and I received my money back they billed me for tge total plus fees for services that I never received. I will not recommend tmobile to anyone!
Date of experience: September 18, 2022
T-Mobile advertised cheap prices so I thought I'll give them a try, I spoke to different Representatives and both of them told me that there will be no charge if I disconnect service within the first 30 days if I don't like it, I started a plan with them but reception sucked anywhere I went so I called them up and they reassured again that there is no fees and I can stop the plan immediately which I did.
Now around a year later I started getting phone calls from collection agencies that I own $124 to T-Mobile, no one is able to explain what this money was for, I told there is no way I'm paying something that I don't owe, now they reported me to the credit bureau, and my credit is dropping...
I hope that anyone who reads this review will stay away from T-Mobile, otherwise you're more than likely be screwd by them as well...
Anywhere I look I only see bad reviews on them, why are they still operating? Go figure...
Date of experience: November 22, 2016
I wanted to switch over to T-Mobile from AT&T due to 5G availability where I currently live. This was the worst experience I have EVER had with a cell phone service. When setting up the account they misspelled my last name, therefore my card would not go through to authorize the account. I had to call back and they couldn't find the account after I told them multiple times that my last name was misspelled. Then, when setting up my eSim they disabled my service and said I would get a text message with instructions on next steps. This never came through. So now I am without cell phone service in the middle of work... let's just say I called AT&T and begged them to take me back. NEVER AGAIN!
Date of experience: January 31, 2023
I had been a loyal customer of Sprint for almost a decade. I was in the new T-Mobile store in Fairlawn, Ohio and was going to switch out two phones that were older and also get the new SIM cards installed on our other four phones. As we were working on the deal with one salesperson, another was listening in. The other salesperson person said she could offer 800/each for all of our trade ins and our bill would be the same if we changed over all six to T-Mobile. We went home and returned with all six phones. As she was working on the computer, we noticed she was writing down each phone number and a dollar amount next to each one? She said we must have misunderstood and now was offering 400 for one, 600/ea for 3 snd 800/ea for two. We tried to argue the point but she would not change back to the original deal she proposed one hour prior. Turns out these phones are put in your bill as a 30 month lease (even though they are advertised as free) and if you leave their company plan before the 30 months you owe the balance. The actual trade in value for your phone will vary between 5 dollars and 132.00 when all is said and done. It is a very deceptive deal. Beware!
Tip for consumers:
Bait band switch. Promised 800 each and no where close. Monthly charges more than quoted just 6 weeks ago.
Products used:
The new iPhone 13 times 6!
Date of experience: December 4, 2021
We switched to T-Mobile with 5 lines. We were supposed to be reimbursed for out two phones that we owed balances on (keep and switch...$800 per phone). We had to pay the phones off to switch to T-Mobile so I charged the phones on a credit card and waited for the refund. It never came. Now I have spent countless hours and time on the phone with them and have been to the store multiple times to get this refund so I could pay off my credit card. I have sent them the required information 4 times. They still have not reimbursed me and all they say is that the escalation team will be contacting me within 5-10 business days every time I speak with them. I have sent them screen shots of my ATT account and 3 itemized bills several times. Still they claim that is not enough to reimburse me for the phones. The bill shows my name, each phone line, the amount owed left on the phone, and how many payments have been made. If you think this will be a good deal for you...be warned. You will not be reimbursed easily if at all. It is a clear bait and switch scenario, not a keep and switch.
Tip for consumers:
Do not trust this company.
Products used:
Our phones from ATT....with T-Mobile service...
Date of experience: November 20, 2023
Let me start by saying I been having issues with my light ppl call me and I cant pick up and it says user busy, this been going on for over one year and half. They cant find or fix the issue, so at this point i am changing companies. They expect you to still pay your balance from a line that I been having issues with. DONT EVER GO WITH TMOBILE, they want to take your money but never fix the issue.
Date of experience: July 27, 2023
---Rethink Your Options--
1st call 2 Hours - Convenient loss of previous calls logs of complaint to escalation team.
2nd call 2 Hours - Deceptive sales practice when I traded in my 3 phones. Spoke to Escalation team and was told the information I already knew, I reviewed my complaint and was hung up on...
Read Customer Service Reviews of www.t-mobile.comhttps :// www.trustpilot. Com › Utilities
Customer service horrible, extremely long wait/hold times when asking basic account questions. Service not good. Constant billing errors.
Corporate does nothing - Transfer to somewhere?
T-Mobile USA, Inc. | Reviews | Better Business Bureau® Profilehttps://www.bbb.org › profile › customer-reviews
BUYER BEWARE OF T-MOBILE! Use extreme caution when purchasing services or products from T-MOBILE. Either agents are being trained to be deceptive
Government should review T-Mobile's ethics
Tip for consumers:
Review your options, BBB and others have horrible reviews..
Products used:
iPhone and service from T-Mobile
Date of experience: October 26, 2022
I use to be a Metro customer due to store closing in our area we were FORCED TO SWITCH TO TMOBILE. I've never had so many lagging issues with my cell phone service u til we forcibly were switched. DO NOT GET TMOBILE YOU WILL BE VERY DISAPPOINTED.
Date of experience: May 28, 2023
Terrible company BE AWARE! I got my service through Sprint before the company was bought by TMobile which didn't honor the terms of service stablish by Sprint.
I was denied the right to my phone number moving with Verizon if I didn't pay almost $1000!
Poor customer service!
Products used:
TMobile phone service
Date of experience: July 22, 2023
Been with Sprint since 2013 loved it they merged with T-Mobile downhill from there as soon as I put thier sim card in dropped call's getting voice mail two day's later just horrible service with sprint no problem upgrading phones not now they don't give promotions for loyal customers and think we the customers will take all the bad service bot me switching to AT&T and they are giving me the phone I wanted for free that I would have had to pay for at T-Mobile the joke phone store you get what you pay for I hope T-Mobile loses all thier customers.
Tip for consumers:
?
Products used:
Nothing
Date of experience: March 10, 2023
I recently purchased a 5G phone from Best Buy (which was a mistake) I see 5G UC for my internet when I'm apparently using 5G but it's slow as molasses and it's so slow that some of my streaming apps think I don't have internet at all. How you say you have the fastest 5G if it's so darn slow? I would rather pay the high cost of being with Verizon because at least their 5G is actually fast.
Tip for consumers:
If ordering anything just go to the store and buy it, it's easier then fighting with stupid people
Products used:
I bought samsung galaxy buds live twice and both times never received it, because the stupid app likes to put an old address in even after you change it, and they have the nerve to say it was returned because no one was home even though the first time it was just left at the door.
Date of experience: December 6, 2022
Customer service is horrible. When emergencies happen they do not want to help. They don't care about their customers at all. Do not get T-Mobile. Save yourself the headache and hassle
Date of experience: January 23, 2023
Awful customer service. Sketchy salespeople. Told me I had excellent coverage at home and work. Unable to call or text from home. 0 bars! Changing back to Verizon at $2209 loss
Tip for consumers:
AVOID AT ALL COSTS
Products used:
Horrible phone service
Date of experience: October 13, 2021
They have extremely long waits, constantly drop calls after long waits and do not call back customers, they do not make good offers to keep long-time customers, AND the 1-time of ever paying a bill late in 12 years of payments they immediately sent the bill to a collection agency at 1 month late of which I was gone for a death in my family. You cannot get helpful customer service there, the service was crap even in a major city, and when I finally had enough and tried to transfer my account to a different company - they would not correctly change my account over and I was on the phone over six entire hours! Who has this kind of time? I feel like they intentionally try to f*** over their clients so you give up and stay with that company because you can't cleanly break away! NEVER EVER EVER AGAIN WILL I USE THIS COMPANY - EVEN IF THEY WERE THE LAST PHONE PROVIDER ON THE PLANET! I'd rather be free without a phone! F*** you T-mobile!
Products used:
phone service - total crap!!
Date of experience: February 15, 2022
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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