T-Mobile

We had an amazing experience on Black Friday! The staff was very accommodating & helped us make the best decision for our needs & we will return for any future needs!

First and foremost, I want to say that the 5 star rating is for this store and its employee's - not for T-Mobile as a company.

I've been a T-Mobile customer since Sprint merged. I had an iPhone 12 Pro Max, and it was time for my upgrade. First I elected to have my new phone (iPhone 14 Pro Max) shipped to me. Unfortunately, UPS lost the package. After waiting a week as advised by 611 to see if the phone turned up, they cancelled the original upgrade and I was allowed to upgrade again and choose the in-store pickup option. On Thursday 8/11, the phone was picked up and I began the transfer process from the old device to the new one. Apple decided to not provide a physical sim tray for US iPhone 14 models, which in hindsight, probably would have prevented all that occurred...but I knew that going into it. I'm a fan of Technology and eSim is tHe FuTuRe. When attempting to activate the new device on Thursday, I was told it should be instant (by 611) but sometimes can take 15 minutes. After 15 minutes, it didn't activate and was stuck in the "activating" mode (which we later found out was a provisioning issue somewhere deep in the T-Mobile network) and was told to wait 4 hours. 611 then advised, after 4 hours, to wait 6. I waited another 6 hours, still nothing. Now, it deactivated my old device (iPhone 12 pro max) so I'm not receiving any calls, texts, or notifications if not connected to Wifi on either device. Fast forward to Friday morning where I embark to my local (this location) T-Mobile Store to try to resolve the issue.

I walked in, with two Wifi enabled bricks and was greeted instantaneously by Kyle. Kyle was very apologetic and immediately started to troubleshoot with me. After a few hours of trying everything in-store that they could, he escalated the issue to their internal T-Mobile support for help. In the meantime, Kyle attempted to re-activate my old 12 Pro Max in the meantime to keep me going, but to no avail. T-Mobile support advised that it will be fixed within a few hours. Kyle advised (very apologetically) to come back later that day if it didn't activate. Well, it didn't...so back in I come! Kyle wasn't there on my return, but this time another employee was there and I unfortunately didn't catch her name (wasn't there long - was advised to check back again Saturday morning) but she was also very apologetic, empathetic, and an overall pleasure to speak with, despite the issue I was encountering. I decided to relax, sit back and give it time. Onto Saturday!

Saturday Morning, I return bright and early around 10AM and am met with Addy S and store manager Jarrod. Both of these employees were well briefed on my situation, and immediately jumped into action. By this point, it is day three walking around with two Wifi Enabled bricks and they are beyond apologies and empathy - they are just as displeased as I am! After a few more troubleshooting tips, we get on the line with their internal support line again. They are very aggressively pushing that it is a device issue, even though the old phone wouldn't activate either. But to make her happy - Jarrod attempted to activate my sim on an older flip phone and guess what - still nothing! Definitely not a device issue. Jarrod & Addy shared my frustration with T-Mobile and even went as far as to fight my case for me with them...and then t-mobile support said I need to wait 14 days. I have my own small business, so a working cell phone is a must for me. Unfortunately, after three days, I had no choice but to get a transfer pin from T-Mobile and look for another carrier that isn't having issues with eSims.

I can't stress enough that throughout the entire process (albeit - very annoying!), Jarrod, Kyle, Addy and the other girl that I forgot your name (so so sorry) were a pleasure to work with throughout this process and I wish we hadn't met on these terms. But they were very understanding and very passionate about helping me with my unluckiness with the back-end T-Mobile technology.

Thank you for making my otherwise miserable couple of days, less miserable!!

Great customer service. All the customer service reps are great! We dealt with Scott and Jarrod. They were knowledgeable, helpful, patient, answered question after question, got us the plan we wanted/needed and a new phone. Our experience with them was great.

Sure helpful staff. Great suggestions for improving WiFi.

I didn't go there I went to eyeglass store next door my reason for 5 stars is I'm not going to hurt them because this program gave me no choice to say where I was

Jarrod was outstanding. Very patient and knowledgeable. Highly recommend him.

Great service and great people. Couldn't ask for anything better

Went in yesterday to upgrade two phones the generalmanager Jarrod and the sales associate Kyle are both great guys. They helped me transfer all my files and we're quite knowledgeable when it came to picking out new phones. I would highly recommend this location I am so glad that a T-Mobile has finally opened up that is close by.

Appreciations to Jerri Daughtry for her knowledge and helpfulness when I traded in my iPhone XR and upgraded to an iPhone 14 Pro. Jerri was very busy answering phone calls and assisting customers while she set-up my new phone and answered my many questions. Jerri handled it all in a very professional and calm manner, even interjecting some humor which made the customer experience even better. Kudo’s, Jerri!

I was finally able to be DONE with xfinity. Nothing but a nightmare!!
Thanks to Alyssa I am now an extremely happy T-Mobile customer!!
She took the time to answer any questions I had. She did in an hour what xfinity couldn't do in a year!!
Thanks again☺

Issues with my cellphone we're promptly remedied last evening by Jarrod at the T-Mobile store in Venice Gardens. I was worried I lost my cellphone service, but he was able to get me up and running again in no time. Thanks!

The BEST T-Mobile store in Venice! Jarrod and crew were welcoming, asked a lot of questions, examined options. Jarrod and team performed transfer, double checked everything with me, tested and done. Great Experience!!!

Everyone at this store was so helpful and knowledgeable! Thanks to Jarrod and Big Thanks to Dalton for being super patient and helpful! I highly recommend this T-Mobile store in Venice FL! I will be back! Thank you so much!

Had a couple problems with my phone and stop in and see if they could help me with it, the girl who waited on me did a superior job and had me out of there in about 5 minutes

My phone was the only one working on our block during Hurricane Ian. T-mobile has the best service in Venice Florida!

They were wonderful kind polite very helpful and understanding I was not an easy customer but they made me feel good 😊

They had what I needed and gave great customer service. I recommend them above other locations that lacked inventory.

Thank You Jared. He saved the day by just shutting off and on my phone 🙄😂🤣....and strong armed 💪a lemonade that was being difficult BUT he was my superhero for the day! Thanks for being such a GREAT multitasker!

Great customer service here

Great service and knowledgeable staff.