T-Mobile Experience Store

I have to say thank you to Carlos aka Los!! He made this such a smooth and enjoyable experience. We went with a lot of questions and he was so patient, kind and super knowledgeable. Because of him we were able to add my parents to our line, felt heard, appreciated and did it all in record time. Honestly, I only want him from now on. Exceeded our expectations and TMobile is really lucky to have him.

Carlos O. is a professional. He is very knowledgeable, efficient and patient. He got to the heart of the issues in no time and I was on my way. I highly recommend you ask for him when in the QCM location.

Los was very helpful. I lost my phone and found out someone stole it from me. I was very frustrated since I was not able to purchase a phone at the time. Thankfully Los helped get a great deal and get the IPhone 17 in a payment plan that accommodated with my budget. I appreciate it that so much please ask for him whenever you are making a purchase or if you want to change to TMobile It’s a great benefit of you create a family plan Thank you again Los and the T-Mobile Team at Queens Center Mall

I’ve been a loyal T-Mobile customer for over 15 years, and this location is, without question, the worst experience I’ve ever had with the company. The store offers no value for customers and is staffed by a group of employees who seem to dilute the brand equity of T-Mobile rather than represent it. My iPhone had just been repaired at the Apple Store, and the technician there accidentally deleted my T-Mobile SIM from the device. Instead of waiting on hold for 611, I decided to stop by this T-Mobile store — conveniently located in the same shopping center — expecting a simple fix: re-adding my existing T-Mobile line to the same iPhone, same number, same IMEI. When I arrived, an employee was wandering around with a tablet. She approached me, and before even looking at my account, she insisted that account verification had to be done by sending a code to another line on my account. I explained that the only active lines were my Apple Watch and my 8-year-old daughter’s Apple Watch. Without checking my account or even attempting to understand the situation, she repeated that the verification code “must be sent to a phone.” I offered my valid New York State driver’s license as identification. She dismissed it and told me it wasn’t enough — again, without checking anything, without troubleshooting, and without showing an ounce of empathy or initiative. At that point, it was clear that the staff had no willingness to provide basic customer service or even attempt to solve a straightforward issue. I left the store, called 611, waited on hold, and — unsurprisingly — my issue was resolved easily by customer care. This store desperately needs retraining, better leadership, and employees who actually care about helping customers. T-Mobile deserves better representation than this. I genuinely hope the company addresses the serious service problems at this location.

The service was extremely disappointing. Despite having five employees in the store, they were gathered together socializing while customers waited for assistance. I had to wait 40 minutes just to get a simple solution.