T-Mobile in Springfield, IL Closed now

Reviews about T-Mobile

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  August 30, 2019, by Justin Driscoll
  I wish I could give the store manager no stars and the staff stars because I have to say switching to T-Mobile has by far been the worst experience ever. First we were set on the wrong plan which was a simple mistake and easy fix no biggie. But when we traded our phones in no one ever told us or asked us if either of us have ever switched to T-Mobile in the past and or did a contract buy out. So they took our phones and we were under the understanding that Tmobile was going to pay for the phones and the fees associated with switching as advertised but it turned out one of the lines were in fact ineligible for buy out due to a previous switch to T-Mobile almost 3 yrs ago. So we went into the store to figure out what needs to be done to get this issue resolved and we are told to call the redemption department so we did just that and after 45 min on hold and another 30 trying to sort it out they (the redemption dept) apologized for the poor service and lack there of at that store and paid our feb bill for the inconvenience we are going through as sprint was still charging us because we have not yet been able to get them paid from T-Mobile and told us we needed to go to the store and tell them to have their District manager call us to resolve the issue which occurred in that store. We did just that we went to the store and were told he would call us on this day then that day then next week next Wednesday then oh he will call for sure on Friday and guess what? not one call from the district manager. Imagine my surprise. So I go in to talk to the store manager David thinking he as a manger could step up and help get the issue resolved. But instead made it very clear the district manager never planned on calling and that he as a store manager could careless if the issue got resolved by reminding me that it wasn't his problem. I'm not sure how he got his job as store manager, I can only assume it was by default because it is definitely not his customer service skills or willingness to go above and beyond for his customers especially since this was an issue that happened in his store. Instead he tells me to call the redemption dept who I explained again are the ones who told us to come have his district manager call us. David was absolutely zero help and I felt compelled to tell him that he is by far the worst manager I have ever encountered in my life. To which his only response was you are no longer welcome in the store. Really???? That's how you handle issues and treat your customers? I think he just didn't like the fact that the truth was put out there that instead of doing what store managers are suppose to do which is handle issues like this he passed the buck on to his associates. I let him know his associates are way more helpful and far more qualified to do his job then he was himself..... If it wasn't for Blake,Brandon,Lisa and the rest of the staff who actually make efforts and strides to take care of the guest and make every visit a pleasurable one I would never recommend anyone go there...I seriously hope that as I progress this complaint through corporate they remove David from his management position and put someone who is more qualified and willing to handle customer issues as they arise instead of just blowing them off like they don't matter!!!!