T-Mobile Authorized Retailer

Elijah Bishop

2024-01

This store is absolutely ridiculous and borderline criminal. My wife and I agreed to a store promotion at this location last November for a “Buy One Get One” on Apple’s Ultra iwatch. We were told by the employee the normal gibberish about not seeing the bill correct itself for a few months and then it evens out, etc. So we trusted them (first mistake) and waited. Well, it never did and now for over a year we have been paying for 2 watches each month. The store told my wife that they can’t “see” past promotions and the corporate office said they had no promotions like that going on last year. When asked to speak to the owner of the store or the manager, the guy just said “he’s not here,” and wouldn’t offer any point of contact. That’s the first issue.Second issue: around last December we decided to try T-mobile’s internet. We went into this store and signed the agreement which stated we could bring it back within a certain amount of time if it wasn’t what we needed. We took it home and tried it for 30 minutes and immediately knew it wasn’t what we needed because it wasn’t near as good as what we already had. So we boxed it up and took it back to the store where we we told we couldn’t return it there and were told that it had to go back to a particular division of the company that deals with internet. A total lie. So we got the contact for returning the device and then began a more than 6 month debacle trying to return the device WHILE BEING CHARGED EACH MONTH for something we used once for 30 minutes. This store was and continues to be absolutely useless in helping us and they have continued to be absolutely useless and borderline criminal in their business with us. We are continually in contact with corporate to get our money back and to investigate this location for its practice.My advice? Stay away from this store.

Kyle Honeycutt

2023-12

Galen was one of the most rude individuals I’ve ever had the unfortunate displeasure of talking to. She wasn’t even the person helping me, yet she made the whole experience horrible. This was the worst iPhone buying experience I’ve ever had, hands down. She wouldn’t even give me her name and I had to ask another employee her name after she refused. If she is in there, I’d recommend going elsewhere. Never have I ever been treated this poorly, especially when I’m buying a thousand dollar device. Unacceptable.

Tory Herron

2023-05

Ryan assisted us in upgrading our phones late on Friday night and he was terrific! Gave us tons of information without pressuring us. He made sure we understood everything about our new phones and our new plan, that also saved us money! We already loved the company, but Ryan went above and beyond to help us! Amazing service top to bottom!

Doug Stocker

2022-05

T- Mobile is great, I’ve had service with them for over 10 years. When I have any questions or concerns I go in and let Robert take care of them, he’s awesome.

S Brown

2024-01

I would share specific examples about my experience, but too much of my time has already been wasted. Do yourself a favor and avoid this store if you can.

Paul Patterson

2023-05

I highly recommend going to this store. Special thanks to Michael who helped to resolved a problem for me from another T-mobile store.I purchased a new Samsung phone and Galaxy watch at another T-mobile location near by. From the beginning couldn't recieve phone calls on the watch without the phone. Took it back next day, and was told the problem was resolved. It wasn't and was told they could look at it again but I would likely need to pay the warranty. Not sure why because it didn't work when I purchased it 20 hours before. So decided to call the T-mobile store in Lagrange and talked to Michael. He told me to bring it there and he would fix it in 5 minutes. He wasn't kidding. He actually located 3 issues the other store missed and then the watch was receiving calls the way it should. Not sure why after a full hour the other store was unable to fix the issue. I tried to tip him for his help. Refused the tip saying he does his job and likes to help people. Drive the extra distance to Lagrange Kentucky. Ask for Michael. He will take care of you.

zullianyOrtiz

2021-05

Shout out to Joshua for an amazing service. I was dreading going to a cellphone store to switch carrier and get a new phone but after going to this store it was a surprisingly good experience. He was so knowledgeable that it made me feel comfortable making decisions. And the best part was that we seriously saved a lot of money between a new phone and the payments. The customer service trophy needs to stay on this store for sure!

Adam E e e e e

2022-05

I only needed to swap my sim card from my Sprint service to the TMobile network. I was in and out in under 10 minutes and had a wonderful conversation with the sales rep while he made the switch. I made a mistake by not asking for his name, because I'd recommend him to any customer that walks through those doors. He was extremely friendly and maintained a wonderful attitude. That wouldn't have been a huge surprise if I were buying a new phone, or becoming a new customer, but I was simply swapping SIM cards. Impressive customer service skills are getting harder and harder to find, so this was a rarity for me. A++

Frank A. Merola

2023-05

Looking to trade in the phone and see what kind of service I'd get and the clerk there didn't seem interested or motivated. She was working alone so I decided to wait. I decided to visit the T-Mobile in the Springhurst Shopping Center where I originally got my devices. Asked about 5G and whether or not it would have an effect on transferring data to my computer. They were very helpful and because I use my phone in adverse environments had inquired about the CAT phone and found they're on recall due to a software issue. I have two phones and a tablet. One phone is for my mother. When they had become paid off I was thinking of an upgrade but got a new screen protector instead. Plan on coming back because my tablet broke down and will be looking to get a replacement. This T-mobile is closer to home.

Phyllis Keller

2021-05

Four weeks ago I stopped in TMobile in Lagrange Ky to see if anyone could help me get a glitch off of my phone. John helped me and was so patient. He did not push me to get a new phone, but rather helped me with a FREE virus program that fixed my issues. His service was exceptional! So much so that yesterday when I decided it was time to invest in an upgrade I drove 45 minutes out of my way to go see him for the purchase. Once again he did not try and over sell me. LITERALLY I bought a 250.00 phone so not a high end customer by any means. John and the others that were working once again made it a wonderful customer service experience and I would HIGHLY recommend this T Mobile store for honest, educated answers.

Wes Herron (Wes)

2021-05

We came to this store the afternoon after canceling with another carrier, and needed to have working phones in our hands by the end of the day. The staff was helpful, friendly and knowledgeable. The new phones are fantastic, and the plans are extremely reasonable. So far the phones have excellent coverage when away from wifi. Joshua, who was the store's manager that day, was absolutely fantastic, and extremely patient and informative, especially since we're not tech savy.

Blitz B

2023-05

Went in to transfer service from Cricket for 2 lines. It took a while, but it got done. After getting home, the daughter decided she wanted to change the color of the phone (she was at her aunts for the summer and picked the color over the phone, changed her mind because... teenager) . So i went back the next day. Got charged a $70 restocking fee even though the phone wasn't ever powered on (not really complaining about this to be honest). Got the new phone, got a text alert that my promo was no longer valid. Was assured it was still on there by the associate who was swapping the device. The bill came in and i created a login on the site and i see that my second line is ready for an upgrade because there is no promo. So i called in and hopefully have that taken care of.A few days later, my step daughter got her phone (She came in for an appt) and went to turn it on. No service. I login to the account and i see that i have my line and an unknown device... So now i'm calling their customer service yet again despite being assured that it took the new esim... but i suppose when he was incorrect about getting the promotion transferred i should of checked on the phone actually getting properly added to the account... probably should of just set it up for her as opposed to letting her have the joy of opening the box and setting it up on her own... Then again that was under the assumption that the staff at the local store knew what they were doing.They are friendly, however i'd double check any work they do. They don't seem to know what they are doing.

Kara Brown

2021-05

Your staff, Joey and Ricky, were very caring, patient and knowledgeable. They answered all questions with kindness and expertise, and didn’t mind the work it took to make our sale. The process took awhile with deciding phones, and understanding plans. They gave the best customer service I have had in a long time.

mari haus

2022-05

This is my first review and I just came here to let everyone know about what a terrible experience I had on January 28 2022.I came in wanting to start my own plan and line, and get away from my old sprint plan now they have merged. at first everything was great, I was talked into getting some new Galaxy, and we got an account set up, that is until the girl with long hair working with me, (it was about 2:30 pm) informed me that we couldn't do the trade with my Galaxy s9 because it was water damaged, no biggie. I understand. why she felt the need to tell me it would affect her bonus if we went through with the trade in, I dont understand. I felt that was a bit unprofessional. She told me id have to pay the amount for the phone and the lines, which I couldn't afford that day so I asked her to just cancel everything and I would be back. she said she could do that, so I went about my day. Fast forward to February 28th, and im billed for a tmobile autopay monthly fee. I called the store and they told me it was nothing to do on their end, but somehow must be through my OTHER phone company. despite it saying tmobile on my bank statement. Fast forward to March 6th, and I received a letter in the mail thanking me for becoming a tmobile customer on January 28th. my first initial visit to the store. I called the store again and asked for them to refund me and delete my account since it doesn't even have a line or number connected to it!!! I ended up spending a hour on customer service and am STILL waiting on my refund. this is by far the worst experience I've ever had trying to get a new phone! I can think of at least 2 employees who definitely need more training.

James Hammett

2023-05

Went into this location on Sept 9. I was purchasing a phone 3rd party to use for a trade in. Had the clerk verify the phone was in good condition and it was good for the trade in promotion. I purchased the phone from 3rd party. Went to trade the phone in, the clerk then informed me that the phone was only valid for a $500 trade in. I loaded the tmoblie app showing it was valid for $1000 trade in toward, the galaxy z fold.The clerk then went to the manager she looked at the phone. Said they could only give me $500 cause the promotion I was wanting ended ( it didn't still active as of Sept 10. ) I called the Bardstown rd store they knew the promotion I was talking about. So I drove to that store. Were they told me the crack in the screen made it where it can't be traded in. So hours of talking to tmoblie customer support. I'm out the money I spent on the trade phone. Beware of this store clerks do not have a clue of promotions, or If phone will pass the trade in. It will end up costing you money, and headaches.

Cooper The Golden Pupper

2021-05

My new husband and I moved to Lagrange a few weeks ago and this is our local TMobile. So relieved with how great these guys were. They were extremely helpful and knowledgeable. I've had bad experiences at other stores, and I've had my mind put to ease that I won't have to worry about a bad customer service experience here. Thanks guys!!

Maddie Payzant

2021-05

Joey was literally the best! I’ve never had so much fun while in a phone store trying to switch carriers. The process was a little long (not because of T-Mobile) and every step of the way Joey made sure to explain what was going while also just being nice and having conversation with us!

M. L.

2021-05

Joey advised me that the new S21 would have expandable memory, turns out it does not. After purchasing, I wanted higher memory, the store had to call customer service, which in turn nothing was able to be done.The only option I have is to turn my phone I just got in and wait 2-3 weeks for the phone with higher memory to come off back order, or I can purchase the second phone, still wait 3 weeks for it to ship, to then get charged 600+ dollars up front again, to wait for from my experience is a month to get my original 500 dollar down payment on this phone back after mailing it in.When I asked, can they not just send it to the store for me to come in and exchange? Causing me to not be out the extra 600+ dollars for a month, they said they cannot do that. Simplicity and being all about customers is what is preached, but yet I'm stuck holding an empty promise of a phone that the store nor Tmobile customer service want to help a loyal customer out with without the customer handing over hundreds of dollars.

Rhonda Fuller

2020-05

We had an issue with our audible voice mail. We went in to our local Lagrange T-Mobile store and spoke to 'Scott'. A wonderful man with insight in this age of mobile technology. Fixed our issue, gave insight into setting up Netflix & appreciated our military service with T-Mobile tumblers 😜. Great working with a PRO!

Joey Gillock

2020-05

Ethan and Nick were very knowledgeable and provided all the information that I NEEDED and set up with a plan that was right for me. These guys are awesome. Best customer experience I've had from a phone company.

Siena Huckvale

2020-05

Ethan helped us out a lot. My brother got his phone stolen out of our car and we couldn't make a claim. Fast-forward a couple months and we decided to just get a new phone. We had to get a SIM card and Ethan helped us by allowing us to get the SIM card without us overpaying and the hassle. I can't thank him enough.

Amanda Hulvey

2020-05

Ethan went above and beyond to help me transfer 30,000 photos from one phone to another. Nick was also very kind, and informative. They were so understanding and patient, I would recommend this location to anyone. Thank you so much!

Mark Waggoner

2020-05

Ethan did a fantastic job moving us to our new home at T-mobile, even though their system was having errors and were dealing with a fraud case. He worked hard to make sure we were happy 😊

Brenda Howell

2021-05

We just switched from ATT and I have to say the experience was AWESOME!. We went in on a Wednesday and Clay and Eli helped with obtaining service and Joshua and Joey finished up everything for us on Friday. Highly recommend Lagrange TMobile

Jamie Langley

2020-05

I had came to the store with all intentions of cancelling my line of service with T-Mobile.And within not even 15 minutes, i was walking right back out the same door with ALL of my issues reaolved, a cheaper bill, AND a newer model phone .I must say, ETHAN IS THE REASON IM STILL HERE AND EVEN WRITING THIS REVIEW .Thanks again Ethan for doing your job so well!!!!

Anthony Hettinger

2020-05

I changed my account from over 50 plan to military so I could add another line. I was impressed with answers I got ..plus both Ethan and Arb work at solving all the issues a lost phone ,adding another person, answering all my daughters questions with patience and professionalism. I would highly recommend any one looking for a cellphone and a carrier to come here first..I'm an old dog trying to learn new tricks!!!

Robert Davis

2020-05

Oh my! Arb & Ethan are amazing!! Incredible attention to detail in providing me the best available deal. They went the extra mile to ensure service at my house would be top notch! Amazing service culture! Thank you Guys!! -converted a 15 year ATT customer!

Tina Clark

2023-05

Michael is the best! I have been having issues with my phone for weeks. Hand it him, a few touches later... its working! Thank you

Kailey Farrell

2021-05

John did a great job helping us and getting us transfered to T Mobile from At&t. Talked us through all the questions we had and made us feel comfortable with our new plan, phone and tablet! Thanks for all your help !!

Danielle Bischoff

2021-05

I had an amazing experience getting my new IPhone 11 Pro Max with John and Steven they were so helpful I didn’t have to worry about a thing! Thank you! I would recommend to all of my family and friends!