T-Mobile

Manager (?) who helped me was excellent. He helped me pick out a phone without trying to upsell me, and was honest, informative, and efficient (helped the customer behind me pay his phone bill while my phone was updating).
Only potential downside I saw was that it could have been a terrible experience with another employee: I overheard him asking another employee if she wanted to help with something, to which she gave a snarky «no».
I don’t know how this store does hiring, but I hope they do justice for the good and the bad.

I want to clarify that I am very satisfied with T-​Mobile carrier services.
However, the customer service in that store is very disappointing. While transferring my prepaid numbers to a T-​Mobile family plan, we were charged for upgrades that we never asked for. Then they said that they would fix it, but they never did and we were overcharged for two months in a row! Finally we found a way to cancel the upgrades online without any help!
And the most important! I have been going to the store back and forth for 2 months to ask for a refund for their mistake, always getting the answer that the manager will give me a call. And of course this never happened. Today was my 14^th visit to that T-​Mobile store.
TRULY DISAPPOINTED by the customer service!

T-​mobile as a company seems to have some decent policies as cell carriers go. The network is not as extensive, so that has to be their selling point. Beware, though, of the stores. I will do everything online or with phone customer service in the future. The business practices of the stores must encourage them to get sales at all costs. They sold me a phone I wasn’t sure about because they didn’t have the one I wanted. Told me I could return within 14 days if I changed my mind. What I wasn’t told is that there is a $ 50 restocking fee — this is for if you take the phone out of the box, I understand, because they can’t resell the phone. I tried to take it back completely unopened, untouched, and they still wouldn’t take it back without a restocking fee. This is completely ridiculous — $ 50 for someone to walk the unopened phone back and put it on their shelf — in exchange for a more expensive phone. No manager would even budge on this. Felt really betrayed. In the end, I called phone support. They credited my cell phone account $ 50 so I could go to the store and accept the restocking fee to exchange my phone. Ridiculous! Makes me nervous to trust anything they tell you in the stores.

Your experience will depend on who you are speaking with. Most of the representatives are kind and will help you with your process. If you speak with the manager however, you’re going to have a much harder time. My experience with the manager (dark haired Caucasian woman) was extremely unpleasant; she refused to help me and harassed me because I hadn’t purchased the phone from T-​mobile. Horrible experience, would not recommend if talking with the manager but the other employees are fine.

This store clearly needs some Unilocal!love.
Quick version:
*Good customer service
*Beautiful, bold, clean storefront
*No aggressive sales tactics
*Accessories too expensive
Let’s face it — buying a phone, changing a contract, getting something fixed, etc. etc. can be a terrible experience that we all dread. And I’m going to be up front with you — it took us an hour and a half. But I’ve gotten four new phones/​contracts in my life (I’ve moved around a lot #reasons), and this was the best experience by far.
First of all, remember that while one storefront may *represent* the company, they can’t make or break the rules about who pays what to end a contract. They can only smooth out the bumps.
We waited for a while and it was frustrating because there were only two employees on the floor and ten people in the store. Then, we met Natalie.
Let me tell you about Natalie. Natalie was finishing helping this other customer who, like me, was getting his very first smartphone (I know, I am late to the future). She started our move from Verizon to T-​Mobile while finishing setting up his account. She was a master — every time we were in a «wait period» to here from Verizon, etc., she would switch back to him. It was seamless and didn’t make either of us feel like we were waiting at all. She answered all of his questions about *everything* («Where’s my email?», etc.) with such patience and friendliness. It was awesome.
She also tangoed with Verizon who, of course, didn’t want to let us go. She worked it out so that we’d have the best deal we could. We walked away happy, but tired of standing, customers.
I think that T-​Mobile, like all major telephone and internet companies, is probably corrupt as hell. But look… we need them, and we have to suffer through the implications of that. We might as well have the nicest interactions we can at the individual storefronts, and the one on 34^th is awesome.

What a world of difference from the location in the Plymouth Meeting mall! I’ve patronized this location on multiple occasions because it’s right by my office. The staff is always super friendly and helpful. They even acknowledge you if you walk in while they are all busy with other patrons. This should be standard practice, but it is not.
Tip: they have a machine in the back of the store where you can pay your bill. It looks like an ATM. I’ve seen people use it. Pretty cool!
I recently upgraded my phone to the new HTC One here, using their awesome JUMP program. You no longer have to re-​up your contract when you get a new phone and you pay for the entire thing with interest free installments. It’s awesome. I love my new phone. I am also able to return my old phone, which isn’t that old really, and get a trade-​in refund that will go directly towards a bill. I’ve been a T-​Mobile customer for ages because I’ve always received the greatest customer service (except for at the Plymouth Meeting location). I’m really glad that this West Philadelphia location lives up to their high standards!

I rated this store with 4 start. here is my update after 1.5 years:
Frustrated. I signed up for 2 lines for 1.5 years ago and I was told that there is no contract to sign. I paid $ 1200 for two phones and today i learned that I have a contract until March 2015. Ridiculous business practice and I was cheated here.

I actually really liked the employees in this store. They were very friendly and courteous and helpful.
However, this store was absolute CRAP when it came to the quality of products and pricing on the accessories. It was so bad that it actually made me angry enough to call T-​mobile customer support and complain about the store. T-​mobile informed me the stock of each store is left up to the individual store owner. Hence this review.
I came here looking to buy a headset for an HTC Sensation, which I purchased from T-​mobile. This phone comes with a very good OEM headset, it has outstanding clarity of sound, and is comfortable in the ears and stays in.
The headsets sold in the store were a whopping $ 21 and (a) their sound quality was terrible (b) they don’t sit comfortably in the ear and they kept falling out. Pretty much unusable headsets if you ask me. Thankfully I tested the headset out in the store, and was able to return it on the spot.
I went home and went online and ordered the OEM headset from an online store selling it for under $ 10 INCLUDING SHIPPING.
Talk about INSANITY. This place could be stocking the high-​quality OEM headsets and selling them at an 100% markup and STILL be selling them cheaper than the $ 21 piece of junk they were trying to give me. Seriously, I’m a business person, I am running my second business. It’s not my job to select which products to carry. It’s the job of the people who own or run this store. When I can do the job of selecting products better than the people whose job it is, something is wrong.

Went in there to try and buy a new phone. I asked a sales person on advice on features, price, best option for my plan and he responded «it’s all there on the signs by the phones, so um ya.» I then asked if he had a recommendation for a good phone for its value and he said «no they are like like $ 500 if you don’t also sign the contract with them.» Finally the phone rang he answered, and i heard him literally tell a customer on the phone «sorry, but i just don’t see why you’re upset and if you are you should call customer service.» only redeeming part of the experience was that another sales guy «matt d.» came over and was able to show me what kinds of phones I’ll need depending on what I want to do. (I should mention I only went in because I wanted to buy a cheap phone to use temporarily until I get my phone I ordered offline in.)

Awfully slow service, waited in line for 30 min to get a charger. Meanwhile two employees were chatting away.