We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

Reviews

This profile includes reviews for T-Mobile USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

T-Mobile USA, Inc. has 1000 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Review Ratings

    1.14

    Average of 3,782 Customer Reviews

    Want to share your experience?

    Leave a Review

    Review Details

    • Aurelius B

      Date: 09/12/2022

      I just purchased a ******* Family Mobile card and its powered by T Mobile. I have a contract with T Mobile. The ******* Family Mobile prepaid phone card has a policy with states that prepaid cards are not returnable, transferable, or can be exchanged. I call the T Mobile store nearest me and a sale associate told me that I would have to call customer service if I was trying to make a payment on my billing. I call customer service and was denied from making a payment. I auto debit my payment every month. I dont understand. I went on the internet and look up different scenarios of what is taking place on not just a local, national but a global standpoint. It seems to be a problem bigger than us. ******* and **** have team up to erase the divide between them emergency broadband system. Cricket Wireless on the other hand have service payment cards that a person even on contract can pay their bill with. I dont understand. Can someone give me clarity. Now I am stuck with a thirty dollar card that I cant get a refund for.

    • Mercedes C

      Date: 09/12/2022

      T-Mobile customer service is the absolute worse. I ended my contract with T-Mobile the end of June. I was billed July 18th when I called and questioned it they informed that was my final bill..Sure no problem. Come Aug 18th I was billed again and more than my usual autopay amount. I have still not gotten my refund from Aug 18th bill. I have been calling T-Mobile every week and getting the run around. Now I'm being told I'm being charged and need to pay ***** for 3 days of service. I will not recommend T-Mobile to anyone.

    • larissa d

      Date: 09/12/2022

      THEY HAVE THE WORST CUSTOMER SERVICE EVER, SINCE MARCH I HAVE BEEN TRYING TO SOLVE A PROBLEM WITH THEM ABOUT SOME PHONE LINES THAT I NEVER ACTIVATED AND NO ONE HAS BEEN ABLE TO SOLVE THE PROBLEM EVEN THE SUPERVISORS. I HAVE SPOKE WITH MORE THAN 10 DIFFERENT PEOPLE ABOUT IT. THEY HAVE HARMED ME. THEY HAVE ROBBED ME. I HAVE HAD TO PAY FOR TAXES AND DOWN PAYMENT FOR PHONES WHICH I HAVE NEVER RECEIVED BECAUSE THEY HAD AN INTERNAL ISSUE AND NEVER HAVE SENT THE DEVICES TO ME. THEY EVEN HAVE SENT ME TO A DEBT COLLECTOR FOR SOMETHING THAT IM NOT SUPPOSED TO PAY. I DONT OWN THEM BUT I HAVE BEEN OBLIGED TO MAKE A PAYMENT TO AVOID MORE AND MORE FEES. HOW CAN THEY CHARGE ME FOR SOMETHING THAT I NEVER GOT IT? THEY ARE THE WORST COMPANY I HAVE EVER WORKED WITH.I HAVE BEEN TELLING ALL MY FAMILY AND FRIENDS TO CANCEL THEIR CELL PLANS WITH THEM AND NEVER GET INVOLVED WITH THIS UNFAIR COMPANY.

    • Anjelique M.

      Date: 09/11/2022

      I've been on and off the phone with t-mobile for the past 2 days. My issue was that I purchased a **** phone on an installment plan 6 weeks ago. The phone is having major issues that tech support cannot resolve. They offered me a warranty exchange for a refurbished phone. I told them I'm not paying **** for a refurbished phone, let's exchange it for another device or a new one. Better yet, let's utilize my jump on demand and exchange the device as i am eligible after 30 days. Only to be told I was taken off that program without my knowledge some time back. After a lot of back and forth with management, they said they put me back on jump on demand and to go into a store tomorrow to upgrade. I go into the store for the representative to simply say, my manager said no. Then I call customer service again, only to be disconnected twice. The issue is yet to be resolved and it appears the only resolution they are offering is to continue my 24 mo installment plan with a refurbished phone. Every time I call in I get rerouted overseas only to be disconnected.

    • Crystal O

      Date: 09/11/2022

      I had the opportunity to visit T-mobile in *********** in *******, **. I wanted to upgrade my phone and change the plan. I was told that I would have to back date my plan which I did not understand why would I pay for an upgraded plan that I did not have for three weeks. Once I decided to move forward after being there for two hours, I was told that the phones that we were purchasing was the wrong phones and we would have to pay an additional 300 per phone. I have wasted so much time just trying to upgrade my phones and plans to walk out with nothing. I am totally frustrated!

    • Andrew B

      Date: 09/10/2022

      *** BAIT - N - SWITCH ***On 09.09.2022 I talked to ****** - very nice guy - i told him that i wanted the Essentias plan (per website $105 per minth). He proceeded to tell that I could get 4 free phone and the monthly price would be $228+ (??).I reminded him that the wevsire said $105. After putting me on hold - fir several minutes - he came back and said "No worries, I got you!" At this point he tells me my "free" phones would be $74 (???).After discussing this for a few moments, ****** told me that "your government charges taxes". Ok. Fine. I get it.Then we says my monthly bill will be $172. "Uh, that's still not the $105 that's on your company's website."Back on hold... ****** finally comes back and says yet again, "No worries, I got you! Your monthly price is $111, after all fees and taxes.""Excellent!! Lets do this!" After all the electrintic paperwork (contract) was signed, and ****** and I said goodbye, I recieved my SIGNED CONTRACT that read my monthly bill IS $172 per month!I was so angry I could not see straight!! I called back today and asked to speak to a supervisor. Lemmy got on the phone and I told her what had happened (I did most of the talking). She too was super nice and agreed that ****** should have been more clear, and she would cancel the order.In the end they did the right thing, but I will NEVER recommend anyone get involved with T-Mobile.*** BAIT - N - SWITCH ***Dbar - **********, **

    • William W.

      Date: 09/10/2022

      Worst f#@%ing service ever.S21 5g service is the worst service I have ever experienced. I can see the tower from my kitchen, and I have never had a worst service. Can't really get good **************** Once I use my 100gig service (takes about 3 hours) my hot spot is useless. My wife's s8active with 3g ste is better than my 5g service typical new service. Updates at least every week, which tells me that they didn't have a clue what they were doing. Just pump it out and worry about fixing it later. Big business mentality, tell you it's good and make you feel you are the problem. I hate t-mobile because of the a$#%!(s they are.

    • luis Carlos F.

      Date: 09/10/2022

      I need them to unlock a fully paid cellphone to use with a different provider, they always tell me to wait 48 hours. I been trying 6 times in the last 2 months and still nothing , I dont know what else to do , who is in charge of put this companies in Check, basically customer service just tell me what I want to hear but not fix my issue

    • Casey B.

      Date: 09/10/2022

      I went to T-Mobile after being a ******* customer for 20 years. ************** Team" does not care! The team member that sold me my plan did not attach the promotion to my plan. Which left me either paying for 4 iPhone 13 or sending them back. They told me I would have to send the phones back and start the process all over. I just sent the phones back and went back to *******. They had my account so messed up that ******* couldn't get my numbers ported back to them. Which left me and my 2 teenagers without phone service for 3 days. During those 3 days I called them 5 times and went to the store. No one could help me or if they said they were working on it and they would call me back and that never happened. I did not get one call returned to me and was told that 3 times, 2 out of 3 told me they were supervisors, ***** and ****. I finally called again and got ***** from TN and out of the 20 different people I spoke with he was the best. He deserves to be running the company because for the 1st time he listened and he took care of me. He called ******* and fixed the problem and I finally had service again. I paid T-MOBILE $402 for the iPhones that I had to send back. I sent the phones back on 8/22/22 at 8:02 am by **** I have tracked the phones and they were delivered to them in 8/25/2022 and I still have no refund. Not to mention that they took $170 out of my bank account today for the service that I tried to sign up for. I've never seen a company make it so hard to be a customer and not to mention they never tried to make things right or keep me as a customer. They could care less and I can honestly say that as a whole because I've talked to 20 different people spend at least 10 hours of my time dealing with this. So I called again tonight about the money deducted from my account and was told they couldn't refund it because it hasn't completely processed. And asked me to be patient about the $400 they owe me. Wow!

    • marcie r

      Date: 09/09/2022

      Agree completely with all the negative reviews. I had Sprint for over 15 years with no issues. They took over and now everything is awful. They told me they would give me between $400-$600 for each of my phones in a buy back for each of my phone lines. I sent them back. When I did not get any credit on my bills I called. at first I was told it was because I sent them back too late so they would not honor the buy back amount they promised. When I asked for the phones back they told me they could not because they were already processed. They told me they would give me $210 total for the phones because the phones (all iPhones 8 or newer) have decreased in price since I sent them in. Then when I filed a complaint with T Mobile, I was told I did not get the buy back because all the phones were returned broken and the $210 they gave me was to be nice! I used the boxes they sent to me to send them back! Sounds to me like a complete bait and switch. Stay far away. I am switching immediately!

    T-Mobile USA, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.