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.
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!
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.
What a bunch of crooks. Contract says one thing, verbal says another. Rep says just trust us. take our word for it.
Date of experience: March 29, 2023
Gave us senior plan for life 2 lines for $60.Guess they think we are dead now. They raised it $10.
Date of experience: May 22, 2024
I've been using TM for about 6 months now and have had no issues with them. I made my first phone purchase with them and they were very helpful and friendly.
Date of experience: September 26, 2014
Aaron is so good at what he does! I love his technical ability & his Customer Satisfaction. He is very compassionate & capable!
He makes being a T-Mobile customer easy.
Products used:
Phone, screen protector, cases
Date of experience: August 2, 2022
For three days i was trying to speak to someone about activating my phone. I was told that there was ethic diversity in the tech department, but kept getting put in a que in the same building in the philipines, not once was i transferred to someone, anyone that spoke english as a first language. Not once did i get a german accent, nor an indian save not one austrailian accent, but definitly the same building in the philipines. No offense, just the fact of the matter. Its crazy how if you press to speak in spanish you get someone that speaks spanish as their first language, but english, its just not that way. And people that speak 3 or more tongues might be smarter than me, but it doesnt make it correct or acceptable that i have had to call for three hours to get a rep that spoke and understood propperly enough to get this task accomplished. I miss verizon and their ineptitude already.
Tip for consumers:
learn filipino. and prepare for frustration.
Date of experience: November 8, 2022
onlysidekick.com = SCAM - I order a screen protector and a booster which is to boost a signal on my sidekick phone
I got NO order number/ NO confirmation #/ it been almost 3 weeks and still NOTHING.
I sent them email and no reply, talk to them on live chat, they ignore me after telling me that my order is still in the shipping department(yea right ok.)
DON'T ORDER FROM THIS SITE! I'm mad and frustrated
Date of experience: December 2, 2008
I purchased a router that was on sale through t-mobile.com. 2 weeks later I was wondering what the hell was taking so long, so I called them. Apparently they cancelled the order without notifying me, because I did not answer a confirmation phone call they never told me was coming. The CS rep on the phone told me they no longer carry the item, so I am out of luck. I have never even heard of a company calling the customer to confirm a purchase, much less cancelling the order outright without notice because someone didn't answer. The order was only 35 dollars, not kidding. If they were going to call they could have just said at the time of my order, "You are going to get a call". I am upset that 2 weeks later I do not have my router and have to go about paying more and waiting all over again to get it. I feel that this company has cost me time, and time is money, so they have cost me money. I feel they should have gone to extreme lengths to compensate me for their extremely poor handling of the matter. There is absolutely no excuse for their behavior here. I feel that this is a very poor company who does not give a damn about me or my business, and I will literally go out of my way to do everything I can over the course of my life from here on out to make sure that this company fails. This company is pure garbage and should not be allowed to ever offer retail services in the United States.
Date of experience: August 29, 2018
After over ten years with the company, I decided to upgrade, and add a few additional lines and it went downhill from there. It took over 10 calls to different regions to finally have my correct plan as agreed.
First, it appears that getting the new lines important than my satisfaction.
It seems the Richmond, VA-based office was trying to undercut the package deal created by the international center.
When I called to make sure that the plan agreed to was in place, after I waited for over two weeks from when T-Mobile sent out the incorrect telephone, a manager (Expert) as they claimed came on line and wanted me to accept a plan that I never agreed to, and told me that they were incorrect and that he would have his manager call me after I told him that as long as he wasn't the owner, there is someone over him.
I am still waiting, but credit to the international office that sometimes gives poor reviews for some who may have personal issues with these out of the U.S. calls, the issue was resolved
It is a long story, and you do not need to read my gripe. However, I am still with them, and they are good if you only if you don't have to call them for a few things. As a result, I took off one star for simply poor customer service.
Date of experience: June 17, 2019
The idea that most of these telecommunication companies new focus is to get to you to buy the latest gadgets, some of the customer service gets lost once you are stuck on a payment plan.
The essential point comes down to where you planned to travel, location and how much data you want to access daily. The reality is that you are not on a personal computer and can accept that these gadgets have limitation despite few difference in data plan you will be fine on any network.
Now that Ive set the expectation, like many other places, such as selling a used car, you are the best person until you leave that car lot with the vehicle. T-Mobile work for me during my international travels, and the older basic plan works. Now if I drop that, the same plan cost more.
Ive been with this company for over 10 years, we have had break-ups and disagreements, but back together.
Overall, Ive gotten great service, and if I stay away from a certain (U. S) location of customer service associates after your call is transferred, my concerns have always been resolved.
So, on that note, T-Mobile remain solid in my book.
If anyone comes with a better plan, and telephone price on the same network, I may consider switching.
Date of experience: March 17, 2018
I loathe trying to talk or text with any of the T-Mobile "experts" (they call them) I am chronically having to decipher what they are trying to say. The T-Mobile service is OK, not bad not stellar...but the customer service is like a trip to Dante's Inferno. I have wasted at least 2 hours in the past 2 days just trying to order and track a new iphone (which I spent $1399 for) No promotions for me, of course. The worst part is the communications. I feel I am constantly talking with someone who is not a native english speaker and I have a hard time deciphering what they are actually trying to tell me. For instance - this comment was made on text when I asked what the delivery date will be for my phone "the estimated date that your order will be delivered is on 11/19 and 11/20 and once it is ready to shipped to extend my help I will be reaching you for you to be updated." What in the WORLD does this mean? OMG SO I am not a happy T-Mobile customer - of 3 years. But to be fair customer service seems to be a lost art with every company.
Products used:
iphone
Date of experience: November 18, 2022
I loathe trying to talk or text with any of the T-Mobile "experts" (they call them) I am chronically having to decipher what they are trying to say. The T-Mobile service is OK, not bad not stellar...but the customer service is like a trip to Dante's Inferno. I have wasted at least 2 hours in the past 2 days just trying to order and track a new iphone (which I spent $1399 for) No promotions for me, of course. The worst part is the communications. I feel I am constantly talking with someone who is not a native english speaker and I have a hard time deciphering what they are actually trying to tell me. For instand this comment was made on text when I asked what the delivery date will be for my phone "the estimated date that your order will be delivered is on 11/19 and 11/20 and once it is ready to shipped to extend my help I will be reaching you for you to be updated." What in the WORLD does this mean? OMG SO I am not a happy T-Mobile customer - of 3 years. But to be fair customer service seems to be a lost art with every company.
Date of experience: November 18, 2022
When my six year old misplaced a cell phone we called to suspend the service. We simply use it for internet during long drives. We called to suspend when he lost the phone only to find out that they will suspend the account but you still pay the full amount, WHAT A JOKE! In order to not pay for it you must cancel the line so that you loose your phone number and if you find it and want to get a new number you have to pay the sign up fees again, GOOD BYE T-MOBILE We are changing back to Verizon or going to AT&T Service is spotty to begin with!
Date of experience: December 31, 2017
I have not received text messages for over 5 days on my samsung s21 ultra 5. TMOBILE, LIES about getting help of a new phone, they will get you another phone for another monthly payment as you still pay on the phone that doesn't work. I have been with them for over 7 yrs, i will be changing. I have spent over 24 hours trying to figure out why phone won't work and tmobile with samsung have no answers, but I am not the only one not to receive text messages. If you google the phone you will see the thousands of people who have this issue and yet neither parties will admit to the issue. REALLY? AFTER ALL THE LIES TMOBILE C/S TOLD ME, I WILL BE GOING TO ANOTHER CARRIER... THEY ARE JUST ABOUT MONEY!
Tip for consumers:
DONT PURCHASE THIS PHONE NOR WOULD I SIGN UP W/T MOBILE
Products used:
SAMSUNG S21 ULTRA5
Date of experience: October 26, 2022
I asked T-Mobile if I had the lowest rate; that I had found a cheaper rate from Spectrum. The Chat rep said he would get back to me. Every two minutes I got an assurance that he was working on it. Fifteen minutes later, I told him I would only give him two more minutes. Four minutes later I thanked him for helping me decide to leave T-Mobile. He replied that I had their cheapest plan. I go to the Spectrum store. They say I need to pay off my phone. I go to the T-Mobile store and pay it off. I go to the Spectrum store. They say T-Mobile did not release my phone. I return to T-Mobile: Oh, we can't do that here. Call 611. I call. What's this about? There's a long hold time. Want us to call you back when we're ready? Yes. 30 min later they call. And put me on hold for 18 minutes. I then ask them to release my phone. Why. So I can leave this hellish company. What if we give you a discount on your new phone? No. Release my phone. Well, let me pull up your account. Oh the computer is slow today. Let me put you on hold. Ten minutes later. I need to transfer you to a different department. What can we do to keep your business. You have wasted so much of my time, I will NEVER do business with your company again. Finally they release it. I return to Spectrum. What's your T-Mobile account number? I call 611. It starts again. 20 minutes of pain. Why do you need your account number. My computer is slow. Hold. Only my supervisor can give you your account number. How can we keep your business. GUYS, THIS IS A HORRIBLE COMPANY.
Date of experience: March 12, 2022
I for a supervisor to return my call I've asked that they reviewed the telephone calls so that they would know that I called several times about bad service and still no supervisor has called me back yet but yet they say they are the experts I say to you don't do business with T-Mobile
Date of experience: July 29, 2022
They are not honest don't bother using giving them your business, calling Canada from the states they will charge 5$ a month the criminal T-Mobile consider Canada is an international call, meaning if you call Canada one time a year they will charge 60$ A year, now everyone understood why I call them criminals thieves.
Date of experience: August 17, 2021
On 6/28/2022 I called Sprint which we have been with since 2006.
I was told that now they are T Mobile and it is time to change phones over and did they have a deal for me. They offered to change all 6 of my phones for free. I would get credit every month on my bill. I was assured my bill would stay the same.
We decided to turn in just 5 phones since my husband was happy with his iphone SE
I was told that I know you love your device but the upgrade is NECESSARY because your device WILL NOT WORK on the network due to the phasing out of older technologies.
Get up to $1000 off a new iphone 13 pro, 13 pro max, iphone mini when you upgrade via IB and trade in an eligible phone which they assured me that all 5 were eligible
After we paid a total of $192.67 in taxes, we received our new phones, They sent us 5 boxes to put in the old phones. All phones were fully charged and cleaned off and in Very good condition. All working and with no scratches or broken glass. (We always cover our phones with tempered glass.)
5855 traded in iphone 11 pro max and got a iphone 13 pro max
6309 traded in a iphone 11 and got a iphone 13
6028 traded in a Samsung Galaxy S10 SE for Samsung Galaxy S22
6840 traded in a iphone 8 plus and got an iphone 13 pro
9443 traded in a iphone 7 and got a iphone 13
I have been calling every month to ask when we would be receiving our credit. Every person I chatted with or talked to assured me the warehouse had not received our phones. Finally 3 months later we got our credit for 2 phones.
I just found out this week, February 6th, after 7 months of contacting t mobile that they were not giving credit for 3 of the phones because they were not in working condition. I think they should have had to prove that these phones were damaged in some way instead of taking their word for it. I should have taken a picture of all the phones before I sent them. Boy I am way too trustworthy and very gullible.
I wish we had turned in the 2 older phones and kept the 3 newer ones instead of turning in 5 phones. I am sure they resold our phones and made a bundle. So frustrating.
Our free phones are now costing us $4700 minus $1600 credit. $3,100 they got from us with this fake promotion.
Do not fall for this scam.
Date of experience: February 14, 2023
My mother-in-law was sold four different smartphones from T-Mobile in a two-year time span she could not operate a smartphone she needed a flip phone which T-Mobile did not offer the last phone that she got was a one plus that she paid full price for she has been with T-Mobile for over 15 years but she had to change her number to another carrier that offered a flip phone I went I purchased the phone from her and went to T-Mobile to get it a lot because she only had that phone for 32 days they will not unlock it even though she paid full price. Because it is against their policy it's a total rip-off and I wish they would investigate
Tip for consumers:
Look elsewhere others have left due to coverage issues
Products used:
Cellphone
Date of experience: August 3, 2022
Thank you Sam for helping me out today at the Lindbergh store! Great job! I've been a t-mobile customer for almost 20 years and have been satisfied with the products and customer service. A+
Date of experience: October 11, 2022
T-Mobile has been charging me for an extra phone line that I did not catch for the last 7 months. I have called them for the last 5 months because I cannot use my phone on 5 gThe service? Is. Very? Poor and I had to change it to 3G. I have called numerous amounts of time. Customer service does nothing? I even filed a complaint with the FCC and T-Mobile told the FCc that there was nothing wrong and this case was close so I feel. That the FCC is a part of a conspiracy with T-Mobile and they do not do nothing but let T-Mobile do what they wanna do so. What is the purpose to file a complaint with the FCC when they do nothing? So I am gonna hire an attorney because T-Mobile are a bunch of crooks. They charge you for monthly service that they do not provide an end to be a crook and charge me for an extra phone line that I do not have to. Me that'ibunch of thieves Everyone that happens to be a customer of T-Mobile pleaget away from T-Mobile and go with a different company because the only way that this company is. Going to understand what they are doing to the customers in this country is by making them lose business please. Do not use T-Mobile they are a bunch of crooks and they charge you for service that they do not provide.
Date of experience: March 8, 2023
On August 31st, 2023, when I was about to pay my regular monthly charge for T-Mobile service, to my surprise I discovered an extra charge on an amount $236.99. I called customer service and was explained by the offshore representative, that the charge came from Assurant (insurance company). I recently had a claim with Assurant, and they replaced one of the phones on my plan. Together with T-Mobile representative we contacted Assurant and they admitted that they failed to send me a return label and would do it right away. T-Mobile representative told me not to pay that extra charge and personally conducted a calculation and gave me a new amount to pay, he stated that the extra charge would be on hold. On September 19th (I already shipped the defective phone back to Assurant) I received an automated phone call from T-Mobile stating that my services were about to be suspended. I called again and a supervisor explained to me that previous hold expired, and he would create a new dispute and would call me on Friday September 29th. But he insisted that I shouldn't worry, and my service will remain intact. Today on September 21st my service is suspended. I called again and was transferred to the supervisor. First thing he told me was "F**k you" and then for five minutes he was saying that he has never said it and after that, he stated that he didn't mean it. He then stated that I needed to pay around $700 immediately. Today I open a complaint ******* within T-Mobile. But I already know T-Mobile will lose my complaint by the end of today.
Date of experience: September 21, 2023
I would not recommend this company to anyone. I ordered their mifi, which did not work. I returned it, have receipt of return, also phone conversation. I started getting a bill for 80 dollars. I called them about it, unless I had the pass code, they would not do anything. All info was sent back and never used. I explained I wasn't paying for product I don't have and she has it right on her screen in front of her. THEY TURNED IT IN TO A COLLECTIONS COMPANY.
Products used:
Different company
Date of experience: July 31, 2022
I bought my phone in Houma T-Mobile other store on Martin Luther King location. I spent there 2 hrs waiting for phone activation,pay for it and walk away with non working phone.Then i spend 2 times 1.5 hr on the phone with Customer service and waited 1 week for a call back. Still nothing.Then i went to the other store on Park av in Houma and there were two girls who found problem in 3 minutes(Danielle and Siera). Both pleasent and knowledgable. Store was open and ready for businnes(not like the store on Martin Luther King, where in window it says it open 10 00 but on website says 1100 so i waited for a half hour in front of store with other clients-and nobody was ever able to remove that wrong working time sticker for a while now)
I almost lost the hope that my new phone will never be working till i run in the right store talking to the right, nice proffesional employees like Danielle and Siera)
Ty Danielle and Siera-very much for your help-you make my day.
My phone # *******306-T mobile
Date of experience: January 7, 2023
I've called T-Mobile for the last 2 days they think I'm stupid I ordered phones Which you're on backward they never told me they won't backwater I had to receive an email that told me to walk back water when I called the talk to him about it they will offer me a 128 gig phone instead of the 512 gig phone I want it trying to tell me it was compatible it's the same phone and phone I told the guy how stupid do you think I am but apparently they think you're stupid and dumb because they kept offering it to me I would not recommend them to anybody I will tell you to run for the hills before you do business with these idiots
Tip for consumers:
Would it be nice to know they were on backwater before I ordered them Don't get it for about 20 to 30 days
Products used:
Still waiting for the S22 ultras
Date of experience: May 4, 2022
I was with T-mobile for 20 years. In the very beginning it was spectacular. But after the first decade, things got worse when they started outsourcing their call centers to other countries. Things got really bad. You couldn't get any help. Customer service was everything bud. At one point things got a little better but then they started outsourcing their calls again. When they called customer service was just a way of selling people more products and services. They had absolutely no power to do anything other than take your credit card over the phone. I'll pay for three years of insurance on the phone I lost. I got the runaround. I had to file the claim three times. First time it was denied. Second time they put me on hold and transfer me back into the queue. Third time they said I need to file again or going to the store. I demanded to have a replacement. Never got my phone replaced. They kept telling me to verify my phone even though I told him repeatedly I had lost it and could not receive text messages on something I had lost. I ended up riding a complaint to the FCC and within a couple days got a call from corporate. I should've never agreed to them recording the phone call. I got the same BS that I got from there call center. And absolute refusal to do anything. They dismissed me saying that the insurance was through another company and they had nothing to do with it, nor did they have power to dispute it. I said, well, you are the ones I've been paying for three years. I'd say you on the problem. She said again, there's nothing I can do about that. I said I see I'm wasting my time And hung up If you have had this problem as well please put something in the comments section if there is one. I think if this is happened to more than a dozen people, I could be grounds for class action lawsuit.
Tip for consumers:
Immediately outside the city coverage was poor to nonexistent. I’m tired of hearing it while we’re building towers all the time. I’m sure they are building towers. Just not in the places where you need them. No reason I shouldn’t have coverage 10 minutes outside of my house.
Date of experience: May 24, 2023
You suck so bad. You really suck. Here's so more of you suck.
You need 100 characters to tell you how bad you suck.
Tip for consumers:
You suck
Products used:
You suck
Date of experience: March 31, 2023
Is the worse phone company ever I don't recommend them at all they charge you with fake bill and threat you to report to credit bureau if you don't pay
Date of experience: August 20, 2017
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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