T-Mobile Experience Store

I’ve been with T-Mobile for more than 10 years and this location gave me the best customer service experience. I went in to upgrade my iPhone and was helped by Celeste. She made it a very easy and smooth transaction. I got my new phone that day! And couple days later I had to return my old device and was helped by Alejandra. They were both very knowledgeable and personable. Will definitely come back for any other service I might need.

We went to the Southlake T-Mobil location to complete the upgrade of a phone we started at another T-Mobile location.

To make a long story short we had an issue with an upgrade and the other store did a wonderful job of getting the situation resolved which included partnering with the Southlake location as the other location did not have the phone we wanted but this Southlake location did.

Before I go any farther just want to comment on how impressed we were with the store to store teamwork.

When we arrived at the store we were quickly greeted by RJ who immediately made us feel welcome. He was with another customer, but let us know how long it would take and was quickly back to us. We explained the situation to him and he immediately got to work and got us set up with the new phone. We were impressed with his customer service focus, how he patiently answered all our questions and how quickly he had us all good to go. Great work RJ!

We spoke briefly with Josh, the store manager, to thank him for RJ and Josh was also very friendly and I appreciated him listening to us with patience and also a terrific customer service focus.

Once we got home and I started to restore the new phone with the back-up of the old phone I ran into a few questions for which I called back to the Southlake store a few times. RJ continued his wonderful customer service on one of the calls, while Becca and Celeste helped us out with a few other questions when we called back and RJ was tied up with another customer. Becca and Celeste were terrific as well! This was also another example of the terrific T-Mobile teamwork.

Really impressed that at two different stores we witnessed multiple team members work together to assist a customer. Not once did anyone seem put-off or have a "not my problem" attitude. A good slogan would be "At T-Mobile we provide great customer service through great teamwork.".

Thanks again to all of these team members!

God bless and peace.

A huge shoutout to ivory and Celeste ! They were so helpful and amazing . Their customer service is outstanding. Enjoyed the above and beyond treatment they gave me !!!

5 Stars for T-Mobile Southlake Store for Stellar Service in a Sea of Confusion with T-Mobile Business.

When you dive into setting up business services, you really expect the process to be smooth sailing with clear guidance and strong support. My journey with T-Mobile's business internet and phone services kicked off with a promising offer but quickly hit a snag due to some seriously mixed signals from their business customer service over the phone. This review, though, is all about shining a light on the awesome service and support I got from the T-Mobile store in Southlake, especially from three rockstars: Joshua, Dennis, and Ivory.

The deal was an attractive 3 iPhone promo that, according to a business rep over the phone, was totally doable even with lines transferring from another T-Mobile account. Turns out, that info wasn't quite right, leading me down a path where I would end up with 3 extra lines and numbers I didn’t need! The phone side of T-Mobile's business service felt like a maze of wrong info, hours of repetition, and ineffectiveness.

On the flip side, stepping into the Southlake store was like finding an oasis. Typically, stores handle consumer plans and might not be all up on the business account game. Luckily, this was a new Experience concept store that has access to business account information to help (1 of 4 in the nation from my understanding).

But Joshua, Dennis, and Ivory? They didn’t just step up; they owned it. Their help with sorting out the mess with my business services was nothing short of amazing. They guided me through the chaos of returning the iPhones, canceling the internet service, and dealing with business support.

But the drama didn't stop there. Two weeks post-return, I got hit with a $3,500 bill out of nowhere despite the devices being dropped off at the store and shipped back to the warehouse with tracking info. Clearly, processes are completely broken with T-Mobile business.

Yet again, it was Joshua and Dennis at the store who jumped into action to fix this final hiccup, showcasing their exceptional problem-solving skills and commitment to customer happiness. Unfortunately, it’ll take some action on the warehouse side to verify they got the phones, but Joshua got the process kicked off and likely saved me hours on the phone with confused customer service reps. Having consistency with the people who are helping makes a big difference.

This whole adventure really highlighted the stark difference between the fantastic service at the store level and the frustrating experiences with T-Mobile's business customer service over the phone. Joshua, Dennis, and Ivory didn't just show what good customer service looks like; they went above and beyond, showing the kind of support and clarity you hope to get but rarely do.

Their efforts made a huge difference, earning them a massive thank you from me. T-Mobile should take note of the value these three bring to the table and the critical role of providing clear, accurate info and support in its business services.

Big shoutout to Joshua, Dennis, and Ivory: Your dedication, skill, and genuine care have been truly impressive. Thank you for the help!

Ashley at the T-Mobile store was knowledgeable, friendly, and helpful. Made the process of getting new phones seamless and pleasant.

Pablo was exceptional!! He set us up with a new phone plan, internet, plus all new phones!! He was patient and spent a very long time helping us. When we got home and set everything up it was much better than we could have imagined. We will be back and tell all our friends.

Steve was very nice and professional he Made the whole process smooth and easy!

Amazing service from Jeremiah who helped me with everything I needed and had all the answers and information for me.

Friendly, helpful staff. Quick attention to incoming customers even during a Friday afternoon. No pressure service.
Just FYI - they outsource any repairs beyond resets and software.

Dennis is a excellent example of the T MOBILE EXPERIENCE store!!! I went in the store extremely frustrated and ready to give up on the entire company. I recently replaced my damage my phone and have gone through so much just to get the new phone activated. I took it to the Irving Story road store and the gentleman did. Ot properly activate service. I was without mms and service and adter.many phone calls to customer service and even more hours per phone call with a not so helpful support I took. It back to the store in Irving and the young lady was very dismissive and begin to just repeat herself when I explained that I had followed each step that she was telling me to do. She wouldn't listen. I AM SO GLAD THAT MY FAMILY NEEDED TO COME TO SOUTHLAKE the experience store is just that, a great experience. Thank you DENNIS FOR YOUR CARE. CONCERN. AND QUALITY OF SERVICE. It was Stellar and I wish I had more than 5 🌟

Daniel was super helpful in getting us all set up with 6 new lines. It was very complicated and he made us feel comfortable with the switch and was very knowledgeable about everything.

1st time visit when I came into the Southlake Town Square store today
7-13-22 around 2:00 pm for help restoring all my settings from old phone onto my new phone, I was treated like Royalty...No Joke. They brought me a bottle cold water to drink, then they brought me a free plastic tumbler drinking glass. I had individualized attention and they were so polite. I have never been treated so well on this one visit than all my visits at any time during my history of cell phone service (Sprint, AT&T etc) going all the way back to the year of 1995. That's a long time..!!! Definitely left an impression on me, You Guys Rock!!

I was expecting to be in that store for at least an hour but Steve and Ivory could not have been more helpful! they had us in and out in 15 minutes! It required multiple devices/removing SIM cards etc. yet only 15 minutes. Thank you, gentlemen!!

I must say this T-Mobile store has the GREATEST customer service I’ve experienced. I must give this excellent team: Guy, Joshua and Liz ⭐⭐⭐⭐⭐whom have been absolutely amazing in the process of helping me out with an issue that took a lot of group effort to be solved. Yet somehow they did it and made sure I was happy about my results and about always coming back to a place where you’re highly appreciated as a customer.
Thank you Southlake T-Mobile, see you guys soon for an upgrade and many other business to come from my family and I 🥰

Pablo was very helpful I would definitely recommend asking for him.

JOSHUA Rocks!! He provided great care thorough service follow up calls and explanation of my repairs!! HE WENT ABOVE AND BEYOND THE CALL OF DUTY I am so fortunate he assisted in our repairs. Such a genuine and highly intelligent young man THANKS JOSH YOU DESERVE A RAISE!!!!!

I experienced the most excellent customer service ever in my life at this store.
Liz and Valerie tried very hard to solve my issues and requirements, and their performance was beyond my expectations.
My eternal gratitude to them.

Ezittie was fantastic! This was the best service we have ever had with T-mobile and we have been T-mobile customers for 20 years. He was patient, kind and very knowledgeable. Seriously, he is a gem. We will definitely be back to this location.

Scott at the T-Mobile Southlake location went above and beyond the call of duty when I upgraded a phone on my plan last week. He did not try nor attempt to sell me a $1,000 phone. He recommended a phone based on my mothers needs and wants in her cell phone. He took his time with us in making sure we had the best plan T-Mobile had to offer AND all the applicable discounts available. It's too often in which existing customers feel as if businesses reward new customers vs existing customers. However, our expeirence with Scott at TMobile was totally different.

Jeremiah was very helpful and quick. The store is cool in these hot days. Thank you!