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T-Mobile

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Overview

T-Mobile has a rating of 1.2 stars from 1,940 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 239th among Mobile Phones sites.

  • Service
    1129
  • Value
    1048
  • Shipping
    685
  • Returns
    713
  • Quality
    972
Positive reviews (last 12 months): 1.7%
Positive
1
Neutral
0
Negative
57
View ratings trends
220
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How would you rate T-Mobile?
Top Positive Review

“Very Helpful”

Kianna B.
11/8/23

Shout out to Bri from Augusta,GA. She's has helped more than any other representative has. She was very honest about the whole process and I appreciate that because it helps the entire situation. Give her a raise or recognition! Thank you girl!

Date of experience: 11/7/23
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Top Critical Review

“Cheated us out of $2,000.00”

Lynn S.
12/2/24

If you go to T-mobile bring a jar of vasaline and a lawyer. Gave us 2 free phones under a promotion (after we traded in ours) worth almost $2000.00. They billed us and kept telling us it would go off at any time. After 5 months they said we didn't qualify so we would have to pay for the phones. They admitted they lied to us but that is the way it is. Contacted corporate they said the same thing. Yes we lied to you but that is just to bad. Switched to mint mobile no problems. Got a bill from tmobile showing they owe us $75.00 can't get it because 3 months later we can't remember the pin. They have all the info name, number, card # they collected on but that pin is GOD. Calling The State Attorney and see if they can help. Just a bunch of liers and thieves. Go to Mint Mobile, cheaper and better service.

Date of experience: 12/2/24
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Reviews (1,940)

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phone number (73) customer service (725) credit card (54) billing cycle (38)
Thumbnail of user millys15
Illinois
1 review
0 helpful votes
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November 30th, 2021

Rating is actually negative, but this site doesn't provide the ability not to give at least 1. TMobile cannot integrate Sprint customers, force you to close your Sprint account if you attempt to have anything TMobile and then cannot open you a new account because their system tells them you have a sprint account (3 days after you've closed the Sprint account) TMobile employ both in store and business office dealing with the stores cannot help and the store employees are told to call Sprint It is a true nightmare Why a company that does not have the ability to run a merger was permitted to merge is another reason our legislatures should not be permitted to hold the strings

Tip for consumers:
Did not try to move your business to TMobile

Products used:
None

Date of experience: November 30, 2021

Thumbnail of user elvinv14
Pennsylvania
1 review
0 helpful votes
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December 23rd, 2022

I have T-Mobile 7 years ago they rob me so much money make me sign deals with all lies than send me huge bills to my house finally got out of their claws, yesterday I go and try to get the smart watch for my little girt they said is free 10$ a month okay that sounds to good to be T-Mobile after I when thru trying to get it, they want me to move all my family lines to them so I can get the watch for free and pay 10$ a month but if I don't do that I have to pay full price for the watch and 70$ plus tax plus some type of fees at month, gues what they haven't change they just got worse trying to sell me an kids smart watch over $300 after all the fees not an Apple Watch just a kid smart watch beware they send you home with brand new phones paying nothing but just wait for the first bill good luck everyone.

Value
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Quality

Date of experience: December 23, 2022

Thumbnail of user johns4135
Nigeria
3 reviews
17 helpful votes
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August 13th, 2019

Unlike my current phone, T-MOBILE IS actually good, I give kudos to their design and the phone portability.
Although, along the line, not few months after I bought it, the battery started loosing durability,
But all the same, the product is nice,
It will be super good if they could increase the battery capacity.

Date of experience: August 12, 2019

Thumbnail of user kathyc1589
Michigan
1 review
0 helpful votes
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October 4th, 2023

Called 3 different times to get a receipt for a payment made over the phone and they could not send it to me.

Tip for consumers:
Worst Customer Service ever!

Service
Value
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Quality

Date of experience: October 4, 2023

Thumbnail of user christophert49
Oregon
1 review
0 helpful votes
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June 13th, 2017

So I switched carriers to t mobile got a sweet deal for a nice phone. So I order my phone on the 18th of may. I received the phone on the 25th of may. Started my account that day. The I get billed for the 11th of June and my close out date is on the 17th. I just spent 177 dollars and now they want me to pay a 129 dollar bill that I only had service less than a month. No extension on my first payment. So somebody plz tell me how my bill is due on the 11th when I had no service with them. Better yet why is my close out date the 17th but I order my phone on the 18th. This why t mobile is not a top tier company just bad business all the way around.

Date of experience: June 13, 2017

Thumbnail of user jimml
Virginia
1 review
1 helpful vote
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January 22nd, 2022

Dont fall for there hipe that your new phone will be better than your old one because when you fi d out its not its past the 20days they tell you on the phone to return it when the sales person on the phone tells you you have 30days and dont send your old one to them untill you are sure because when you try to get it back they cant find it and then tell you your stuck with the new one

Date of experience: January 22, 2022

Thumbnail of user unhappyc798
Texas
1 review
0 helpful votes
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February 13th, 2024

Worst cellular service company
They send defective used phones that have horrible service that freezes

Service
Value
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Quality

Date of experience: February 13, 2024

Thumbnail of user guyf102
Maryland
1 review
0 helpful votes
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October 18th, 2022

I just speak with 2 managers both of them relied to me and I will drop T-Mobile you do whatever the h*** you feel like it You people are thieves you stole from me I am a disabled senior citizen and you stowed over a $100 a month from me

Service
Value
Shipping
Returns

Date of experience: October 18, 2022

Thumbnail of user timothyb1114
Tennessee
3 reviews
0 helpful votes
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June 23rd, 2022

Biggest scam going is the TMobile Internet Wifi Gateway. I committed to one unit. Service was good for about 10 days until I was throttled down to no internet service. In the meantime I had committed to 2 more units. Now I have 3. The newest 2 I never took out of the box because TMobile tech couldn't resolve tech issues and conceded I was in a bad "zone" despite their solicitations to me to the contrary. I returned all three of these "Gateways" by making clear to TMobile the units didn't work on my property. I got return authorizations and shipping labels from TMobile and went to FeDex on the same day to return them.
However... And in the meantime I was being charged for service while the units were unused and in transit to Texas. Took 10 days for the TMobile warehouse to acknowledge receipt... so I went into a new billing cycle with TMobile... 300 bucks plus. I was assured by their representative in Guatemala that she'd get to the bottom of these charges and get them removed. Never happened.
This TMobile outfit are a bunch of crooks. Pay everything by credit card and then dispute it as there is no resolve of issues calling them.

Date of experience: June 23, 2022

Thumbnail of user johnnyb122
Arizona
8 reviews
33 helpful votes
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September 30th, 2022

Unfortunately I've been with T-Mobile for over 8 years now and this is my story of recent times:

I've mentioned to quite a few T-Mobile reps over the last month that when I first joined T-Mobile the customer service was absolutely awful with promised calls back that never happened. Then they got better as time went on.

One thing for sure that I've noticed with this company over the last year is they promise to call you back and never do!

I'm still waiting for 2 calls to come back to me from a tech support rep and a supervisor. Both of these calls go back to September 6th and it its now September 30th.

I've never had a call back since, even though both promised to call me. 'Yes promised so whenever somebody at T-Mobile promises to call you back, I'll put a lot of money on the fact that they won't call you and your forgotten about once the phone call ends.'

I called up T-Mobile 3 days ago and a ticket was made up and I was told within 72 hours someone will get back to me and update me on the situation. Not only have I called about this issue 3 times within that time period, I even had a supervisor called Mary who promised she would call me back with results and once again I've never heard anything back from her since.

I've even texted them on the phone number where they get back to you and once again no one has ever gotten back to me. I'm done, enough is enough it's time to move on.

I would advise anybody out there to stay as far away from T-Mobile as possible.

Tip for consumers:
Avoid T-Mobile at all costs!

Products used:
Prepaid monthly account.

Service
Value

Date of experience: September 30, 2022

Thumbnail of user janett965
Washington
1 review
0 helpful votes
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September 19th, 2022

This company is horrible. Your bill changes every month. Most barely speak English and have no clue what is going on. So many regrets going with this company. Buyer please be aware.

Service
Value
Shipping
Returns
Quality

Date of experience: September 19, 2022

Thumbnail of user jays306
Arizona
4 reviews
0 helpful votes
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January 26th, 2015

I have been using TMOBILE since the 90s and they have been great.
Sometimes I would think they would tell me about some of their offers since I have been a loyal customer for so long but when I ask they will take care of me. The customer service has been good, every once in a while I get someone that can not help but then I call back and get

Date of experience: January 26, 2015

Thumbnail of user lindsayt100
California
0 reviews
0 helpful votes
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January 24th, 2022

I switched over to Tmobile after being with Verizon Wireless for years. I decided to switch over because they had a promotion allowing you to trade in your phone and also were giving Registered Nurses a discount which I loved! However, a few months ago I noticed my card was being double charged, two separate bill with two different amounts. I was very confused and called in to the customer service rep however, they were not understanding the issue and were of little help so I went into a store.
Long story short, the employees did some investigating and were able to find out when I signed up with Tmobile a year ago I used my card for autopay. The employee helping me used my card to set up another customers auto pay as well so that would explain the double billing. The employee apologized of his mistake and has been trying to help me resolve the issue. We added up the monthly bills my card was used for and a total of $1,000 was used to pay someone else bill.
This was obviously a big disappointment that this could even happen, but what has been the most frustrating is I have been battling with t-mobile customer service for a month to get my money back, they keep saying the will reimburse my account but it has not happened. They have taken no actions to make this right and no-one has reached out and apologized for this mistake. I will be switching carriers no doubt, but I am truly astonished by their customer service.

Service
Value
Quality

Date of experience: January 24, 2022

Thumbnail of user harleyrp1991
Missouri
1 review
0 helpful votes
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June 9th, 2023

They tock $697 from me and never paid me back after i returned my broken phone, and i did before the expiration day.

Date of experience: June 9, 2023

Thumbnail of user janetg322
North Carolina
2 reviews
15 helpful votes
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January 3rd, 2024

I would not recommend anyone switching to T-Mobile from another carrier. I thought it was the greatest company and service when we joined in July 2023, but I was sadly mistaken. They entice you on freebies such as AppleTV and Netflix, which are really a pittance in relation to doing a bait and switch with you on new phones. We were offered $1000 to trade our X iPhones in for new Iphones. At the time the highest level was an iPhone 14. I would have been happy with a Iphone 14. We were told by the representives in the store on 3 occasions to wait until the new iPhone 15s were in mid September. I inquired were they sure that they would honor our X iPhone tradeins. I was told absoluetley "Yes". We received our iPhone 15s and T-Mobile started to charge us $800 each for the iPhone 15's. We only received $400 per phone trade-in versus the $1000 we were promised. All of the representatives that were at the store that we worked with have been fired, a new manager from out of state has been brought in to "straighten" out the store (Greenville, SC). Corporate T-Mobile has told us that under no terms can we get out the contract we have for these iPhone 15s. It disgusts me! We even changed over to their internet. As soon as these phones are paid off, we are leaving this dishonest service.

Date of experience: January 3, 2024

Thumbnail of user anelejcivesato
New York
2 reviews
1 helpful vote
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January 25th, 2024

Worst ever, employees do a ripoff not explaining none of their offers or details of their packages. Got a prepaid card, payed 3 months in advance to keep the line active, cause I'll be out of the US (no one told me I won't be able to receive SMS nor calls and the line will be dead), so those 3 months in advance payment is wasted as the line is inactive but payed for. When I called them, they told me to upgrade to 40$ plan to just be able to receive SMS to the line, and calls if any. I told them I just need the line active, and I payed in advance cause T-Mobile guess what - receiving payments from cards issued only from certain countries and my home country isn't the one. I told them, I'm outside of the US, payed in advance to have the line active - none informed me of additional minimum charge for prepaid roaming, and I can't upgrade my plan as the card I have isn't from one of 15 countries which is accepted. Money wasted time wasted stress from dealing with thiefs. Zero zero zero stars, do not get anything from this ripoff and their uninterested staff - worst experience in Seattle and Chicago! Philippinos on the call center are friendly, however talking much and zero helpful as their company is - ZERO!

Date of experience: January 25, 2024

Thumbnail of user aleksl5
New Jersey
1 review
0 helpful votes
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July 18th, 2017

Since I started to use t mobile services they've put me in a situation that I was needed to contact them to resolve numerous customer care related problems!

They've made so many mistakes (not just a couple, but maybe about 10!) and it took hours (literally for 6 months being with them I've spent totally more than 40 hours of my life over the phone!
And extra money which I lost being with them - ( the first goal was to switch from ATT and Verizon to save money) at the end, I've lost hundreds of dollars,
I was with SImple mobile, ATT, Verizon - they never had so many miscommunicating stupid mistakes as T mobile!

Don't switch to T Mobile - SAVE YOUR money, time and health!

Date of experience: July 18, 2017

Thumbnail of user latonyak10
South Carolina
1 review
0 helpful votes
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August 7th, 2023

Meechy was great. Her customer service skills are excellent and she takes time with each customer and greets everyone when they walk thru the doors.

Products used:
Internet for home

Service
Value
Shipping
Returns
Quality

Date of experience: August 7, 2023

Thumbnail of user nobler9
California
1 review
0 helpful votes
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February 12th, 2022

Plain and simple they lie and if you have a problem it never gets resolved. They string you along for hours and weeks and in the end they've given you nothing but a headache.

Tip for consumers:
That the company sucks

Products used:
I phone 12

Service
Value
Shipping
Returns
Quality

Date of experience: February 12, 2022

Thumbnail of user geoffreyb168
Florida
1 review
0 helpful votes
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August 23rd, 2022

I am a disabled veteran and a customer of T Mobile for nine years. I had bad reception at Army bases that I was sent to. On top of that, T Mobile silently raised the rates on the military discount over the last couple of years by $80, and that was without upgrading our phones. When we inquired about a better rate on a phone plan, the sales person offered promotions for a less expensive plan and for phone upgrades. T Mobile took an I Phone 11 as a trade-in. T Mobile refused to let us keep our numbers. We called customer service to get the numbers transferred to the new account. We were told that we would lose our promotions and our bill would go up. T mobile refuses to let us return the phones. The store we went to, we never saw a manager on duty. They are the only ones authorized to complete a return transaction. We tried at both the store and through a phone call to customer service. They also lost the phone we traded in. They kept trying to recover our account but we set up service with AT&T who let us keep our original phone numbers. Any step in the chain of events would have prevented the switch but T Mobile is so money hungry and customer unfriendly that I highly recommend finding a different carrier with better coverage and customer service.

Tip for consumers:
Shop for the best service, both price and customer support. Do not hand over any trade-ins until you are 100% positive of the carrier your are going to agree with.

Products used:
The phone protectors we purchased. We bought the same phones from At&T.

Service
Value
Returns
Quality

Date of experience: August 23, 2022

Thumbnail of user evettek
Washington
1 review
1 helpful vote
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September 13th, 2019

My problem is when u make a payment arrangement it should be ur terms when u get paid. Not on t mobile terms. I feel u do that to get more money out of consumers.

Date of experience: September 13, 2019

Thumbnail of user kerinz1
Nebraska
1 review
0 helpful votes
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August 8th, 2022

There are almost no words to explain my experience with your 'combined' organization. It started 8 hours ago, and right now at 6pm at night, I am still on hold. Mid day all I could do is laugh, by early evening that turned to tears, begging for someone to just help me.

I started my day at 10am my the closest Tmobile store (120th and Dodge). I was informed I wasn't a delegate. So I left, had my husband add me, and then returned back to the store, to get back 'in line'. After 45 minutes I was informed I had to go to the Apple store. I left, and spent the next 2 hours at the Apple store, only to be told I had "assurant' and to go back to Tmobile. I returned to Tmobile and was told they are not a 'tech store' and to call another store. I called, and was told I needed to submit a claim on line. I went on line, and was informed I needed to call. I called and was transferred to 5 people, repeating my story each time. Assurant to Tmobile... This is UNBELIEVABLE. I'm still on hold

Service
Value
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Quality

Date of experience: August 8, 2022

Thumbnail of user inbredsandwich
Iowa
1 review
0 helpful votes
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August 5th, 2023

Scammed me out of 400$ by refusing to send the return address for the internet router now I'm stuck with a big bill and a useless router

Products used:
Internet

Value
Shipping
Returns
Quality

Date of experience: August 5, 2023

Thumbnail of user michaelb3793
Illinois
5 reviews
10 helpful votes
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December 26th, 2021

Updated a phone through T-MOBILE. The upgrade included trading my iPhone 11 for an iPhone 13pro max- NO RECEIPT WAS EVER PROVIDED at store or at my T-Mobile online account. When I finally obtained a receipt through multiple attempts through phone customer service, the sales price on the new phone was a much higher price than the one offered/agreed at store. (the trade was part of a promotion). Deceptive & Misleading way of doing business.
It is unreal how large business are still allowed to do this without any penalties.
BEWARE OF T-MOBILE phone upgrades & promotional offers!

Service
Value
Shipping
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Quality

Date of experience: December 26, 2021

Thumbnail of user sjlw42123
Colorado
1 review
0 helpful votes
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August 8th, 2023

I recently switched from straight talk, and I plan on switching back soon. Don't receive half my texts on T-Mobile. Very disappointed.

Products used:
Motto g stylus 5g

Service
Shipping
Quality

Date of experience: August 8, 2023

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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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