Metro by T-Mobile
Reviews and Complaints

Purchased a 2 screen protectors for for lg arista phone. The rep stephanie provided a screen protector that didn't fit the phone but then didn't want to refund the 2nd screen protector when we seen that the first protector didn't fit. Now mind you both protectors were purchased. The store rep states that we cannot return accessories once purchased. Now i asked how was that to be known if she didn't state that prior to the transaction. She told me that the policy is on the receipt. Well, now how does that make sense when i still have to purchased the item in order to get a receipt? therefore i can still not return the item because i already purchased it. No one had left the store, the item had no been tampered with. $15 on an item that is of no use to me down the drain. When i asked for a manager no manager is in the store to help in situations like this.

The first of April 2017 I bought a new lg phone, there was a 60 dollar rebate I sent in on the third it said it was approved I never got it I emailed about it august 1 and was told it was re authorized I should receive my card within thirty days. I did not so I emailed again this month. I was told the card was sent out in April but never activated, that he was having another on issued and I should expect it to take up to twelve weeks again. I've been a customer for over 8 years, this is absolutely unacceptable to have to wait 7 months for something that was approved in less then one day. I checked consumer affaires and found many other reports of the same problems. Get it together metro

I have been a metro customer for over 2 years. I bought an iPhone when I switched accounts. In June it crapped out on me. The clerk at the store did a warranty where I only had to pay for the activation. Which was 3 days later. June 14th. I have been trying to get my phone unlocked and every time I call I get a different date. The first lady told me no later then the 13th. Here it is the 16th and my phone is still not unlocked. I could see if I was still paying for the phone but I'm not. I just want my phone unlocked. I don't want to keep getting different dates every time I call. The supervisor told me the date they have is the 27th of June. I am not sure how that is when it was activated before the 20th of June. I know this because my birthday is the 20th of June. I do not want to have to wait any longer when I was already told no later than the 13th of September. I just want my phone unlocked that's all. Please just get my phone unlocked since from my previous conversation with the other marketer was that it was due to be unlocked the 13th. Thank you so much!

I hate this place. The worst metro ive been to. There is always a line when i walk in. They always take more than 30 min or more before getting to you. I hit my boiling point. I did give them a hard time yesterday. After i paid my phone bill. (I swear . I'm sure they hated me) they never closed my account and changed my plan after i had already changed it to 30$). This morning it was disconnected. It said i owed 20 more. Due immediately... So my b.f. did.

I have proof.

P.s. I was a former metro employee. I still have good references. I applied there but was not hired. I know good service when it's given... I wasn't dissing the service. I was dissing their customer service. Even though i did say it USED to be p.o.s. I still use it. What pisses me off as a customer is " how dare you mess with a customers account!". She should be fired. She had no right. Thats terible customer service. The girl who handled my account was Andrea. I found it on my receipt. My complaint is also on google maps.

Dear sir, madam, (Please note that I do not wish for this correspondance to be displayed or shared on any website social media or any other public forum!)

I have been a metro pcs customer for well over 7 years. I have never had many problems.in the store on west 125th and fredric douglas blvd however there are always problems with the employees. They have a very bad attitutude and they are outright racist towards caucasian customers. I have spoken to several white customers and they all seem to be treated differently than the blacks and hispanics at this particular location. It is absolutely terrible. They go out of their way to not be helpful and they laugh after the disgruntled customer walks away, while chatting about it to other customers and co workers. I can no longer go into the store because I know ahead of time that they will not help me. They have in the past lost photos and contacts when transfering to another phone and I have noticed that many of the employees seem to be under the influence while working. I have noticed, when I walk my dogs on that block, that oftentimes there are employees going outside to smoke what appears to be marijuana and then going back inside the store to resume their work activities. That may partially account for their incapacity to focus and perform properly their duties. Losing videos contacts and pictures is a big issue for me as I keep a lot of data that pertains to my job and evidence on my mobile phone. Losing it several times has been devastating to my job.

The fact that the level of rudeness and spiteness is out of control certainly does not minimize the experience.

I would like for you to send in an investigator to that location to get to the bottom of what is going on there and also possible diversify the ethnicity of the employees working there to mitigate the very hostile attitude displayed towards a racial group.

Regards,

[removed]
[removed]

Hi my name is Amy me and my step daughter and my 2 grandkids ages 1 and 2 was in the metro pcs store on Kingston pike to switch a phone into my daughter name and pay the bill for her service and Claire Collins was the employee they helped us and my grandkids was pulling on the racks where the cases are held OK my daughter did smack there hands for messing with and pulling on them and then Claire proceeded to tell my daughter they was fine wasn't five minutes after Claire said they was fine she goes over and grabs my one yr old grand daughter by her hand and tells her no she can't do that and she was very rude to us thru the entire visit at metro me and husband have been customers at metro for 5 yrs and this not the first time we have dealt with Claire rudeness but where we decided to file a complaint is when we started hearing that Claire Collins was telling ppl and other employee that my daughter was beating my grandchildren yes she smacked there hands but they are far from being beat and really don't appreciate her going over the line to even say such a thing and her even being an employee at metro is surprising to me cause all ur employee are very kind and she just rude and goes over the line with stuff she shouldnt even be saying cause my grand children are not beat by any means so I would like this situation to be dealt with plz thanks the day we was in there was August 20 th 2017

The man that work in the metro pcs off inwood is very disrespectful and rude goes by the name kyle came in to explain what was going on with my phone and he kept cutting me off telling me that he will not do what i wad asking of him which was to see if my phone had insurance on it like they told me they would when i bought he phone shaking my head i should be the one fraustrated because they messed up on my account i usually dont have problems when i come in to this metro pcs 121 inwood 75235..

Last week I saw an update pending for my LG K10.. My charging port was also loose.
That evening It dowbloaded... After that my pictures on my emails would not display.
When I called Metro PCS they said to go to a Corporate office and ask for a replacement, which I did... Waited over 5 days and back again to the store... I went in to pick up the phone and a real nice customer service representative Luis loaded my pictures and helped me set up my email and I came home; later that evening about 9:30 it had a notification for an update. That update messed up the phone again. The JavaScript is corrupted and won't display pictures on emails the new update that you have out is corrupted... exactly the same thing happened on my last phone only 2 weeks ago.
When I went back to the Corporate Office in El Monte California this morning I was met by the Manager I explained the situation and he told me that's just the way it is. He doesn't seem to be educated and/or knoledgeable about JAVA or electronic devices at all. I told him that
when you open an email it shouldn't have a little square box with the words "Load Image" inside a Box, it should be displaying a picture of the Icon of the establishment that sent you the email or whatever the produxt or service is. He still didn't get it... I asked him if he knew what Java was... no he said. I tried to educate him on the way JAVA worked... but he wasn't having it.
He said "that's the way ALL email is"... raising his voice and becoming more aggitated... he said everyones email is like that! "That just the way that it is.
When I told him he was wrong that it was the update that corrupted it, because my display had been working fine displaying all email images Etc.
He proceeded to argue and raise his voice and then when I pressed the point and told him it was BS & that he didnt know what he was talking about, he said he wasn't going to have me disrespect him and started yelling at me. Told me"Well I'm not going to give you a new phone... that's not going to happen". I asked if he could remove the update and put it back to the original program. He said he couldn't do that either.
He was so angry...
He was telling me that's the way everybody's phone is, which definately isn't true. This is rediculous at this point.
When I told him that, he became very agitated and aggressive... because I contradicted what he said.
I moved over to Luis' (the rep that transferred all my pictures.) station to see if he could get my widget back for the clock & weather. He treated me with respect and appologized for the Mangers behavior.
I am a disabled person of 61 years old.
Just to come back to the store again this morning for my third time... was a chore for me...
I was never treated so rudely and talked to so disrespectfully by a representative.
MetoPCS... I need to tell you that... YOUR UPDATE IS CORRUPTED... JAVA will not have any display properties after the NEW UPDATE is installed.
Now I have to live with a phone that won't display graphics... and ALL MY CALENDAR EVENTS ARE GONE! and I just got it last year.
I am so dissatisfied with the treatment I received today, I am so disappointed that my 1 year old LG K10... will not ever funcion correctly again.
You tech team has to have had complaints on this bug... I can't be the first person that has had this happen.

Sincerely upset in So Cal,

Good day. My name is Chris Green and have been a Metro Pcs customer for 6 years now and very pleased with my service. My issue that I have today, is this.
Today (Wed., Sept. 6, 2017), I contacted Metro Pcs via Live Chat. The customer representative, was showing me the customer, that he did not care or showed no concern with my issue that I had a concern with. In fact, he stopped responding. Futher down, is a copy of that chat. The worst customer service I have ever had.
Love your service, and my phone and would like to keep using Metro Pcs, but for me to have some piece of mind and wanted you to be advised of how your Customers are treated. Thank you for your time and your services.

I purchased LG Oristo phone back in March. I sent in my rebate on the same day. As of now, I still haven't seen nor have I received my $50.00 rebate. As of March 28, I was told you had received the rebate and would take 12 weeks after that to process. No rebate has been received and its well over 12 weeks. Its been over 23 weeks. Please help
thank u for contacting MetroPCS Rebate Chat.
17:57
Please wait while we connect you with a rebate specialist...
17:57
Gerardo A. has joined the chat
Hello and thank you for contacting the MetroPCS Rebate Center, Ill be happy to help you with your inquiry.
17:58
Chris please provide me with the information associated with the rebate starting with the name, address, and phone number.

About a month ago I came into a Metro PCS store located on Semoran Blvd, Orlando where a young guy named Angel insisted that he was helping me to save money by getting the great deal of buying two phones at a very good price. Well it was too good to be true! The first thing I asked ...Are these phones unlocked? Can I do anything with them? Give'em away, selling them...? At which he answer ..oh yes. ..they are unlocked and they are yours! You do with them whatever you want. ... Now a month later I have sold one of them and it is LOCKED. What an embarrassment! They are both locked. After trying to solve the situation and spending my time on the phone I got nowhere. They saying that these phones will automatically unlocked themselves in 90 days or so. Then, why is it that the sales person DIDN'T say so. IMEI [protected] Well, if you can't give your customers what you are promising then you shouldn't be in business!

We [protected])spoke directly to an agent regarding our upcoming trip to Europe. The agent assured us the additional $10 a month charge would cover phone and text in Europe. WHen we got to Italy...nothing worked. We called, on a separate phone, and were run through a help system that tried to upgrade the access. Didn't work, transferred to someone who just told us the system doesn't do that. Very rude. Transferred up the line. SAme answer. PCS unwilling to make us whole. Also very rude...clearly trained to NOT listen to customer complaints. Refused to contact a higher up. After I insisted, I spoke with another, rude, unhelpful person who was also trained to not listen. I had to tell them many times to stop talking and listen. If the agent was wrong, that is not an excuse!

PCS was part of our planning for this trip. They screwed us. WE do not want, we NEED recompense for the additional service we will now have to purchase. They offered, get this, a $16 refund. My best advice is stay clear of Metro PCS and spread the word.

Somebody went to a Metro pcs store, access my account and add another line as well as purchase another phone. Not only did they do that but they also changed my password. One month went by and apparently they paid for service with a stolen credit card. I attempted numerous times to explain that wasn't me who paid it and tried to pay it. They refused to take the payment. Now 3 months later in the middle of the night they shut my phone off.

Stay away from this store. I am happy MetroPCS customer otherwise. The store manager
(Julius Yaldo) acts a scam artist. He'll go back on his word and put you in a position to pay extra. Here is my story:

My wife and I got sick of dropped calls and wanted to switch from cricket to MetroPCS. I go into the store and ask the unattentive two sales folks what deals they have. They first ask what I currently have and mention only competitive prices.

I know from online deals about the "two phones free when you switch two lines" and ask specifically for that offer. Then, they show me the flyer and says "yes, if you switch two lines you can choose from any of the phones that are below $99.

I say "OK. I am interested in the ones that are on the flyer, LG K20". He says OK and asks about my current carrier, account number, and pin.

Since I had a phone that I was planning on changing, but not just at the moment (b/c I didn't have the time to configure and transfer my stuff to the new phone), I asked whether I could use temporarily for a few weeks my old phone and then switch to the new phone with this deal. My wife was going to switch right away, the guy working at the counter was a bit confused. I explained it to him a few times. He said, "Yeah, that's not a problem" and started the process.

In a few minutes, while he was working on the process, he called the store manager (Julius Yaldo) and discussed something with a confused facial expression. He nevertheless, continues processing the transfer. In a few minutes, he turns to me and says "Hmmm... he tells me that I won't be able to process this unless you pay an additional $20 for another Sim card!".

I asked why I should b/c the deal he offered and what we've discussed was "VERY" clear. He said, "I don't know, he said so". Then, I said I wasn't interested in paying +$20 b/c that was not what we discussed.

Then, he talks to the store manager again on the phone, and he comes in with an attitude. He says right away "I know what you are doing. When you buy this phone and switch in less than 20 days I lose money. So, you can't do that". I didn't understand what he meant at first and asked to clarify. He said "there are people who get these free phones and switch back again right away. MetroPCS does not reimburse us for these phones".

Not that I needed to, but regardless I said that I wanted to switch and couldn't be held accountable for something some people did. Otherwise, they should revise their company offer.

He insisted that I couldn't use my phone with this deal and "had to" use the free phone. After arguing back and forth over 30 min, I said: "OK, whatever, give me the two phones with working lines, forget about using my own phone". I was already tired of arguing and them going back on their word.

But the story was just about to start !

Now he changed back his story and said: "No, I cannot give you two phones". I will give you only one free phone ! I asked why that is, and he said, your line is already transferred to MetroPCS as "bring your own phone" and therefore does not qualify for the "free phone". This was ridiculous of course because the deal was explicit "switch two lines, get two phones". I came in with two lines and wanted to get two phones. Period.

Noooo, he said. He cannot do that. After arguing another 30 min or so, I got fed up. Needless to say, the store manager (Julius Yaldo) was a complete jerk, making up stories, not honoring their word (several times).

He said "I don't want to have you in my store anymore" and I said, "neither do I. So, make sure both my cricket phone numbers work when I am walking out and I am good to go!". You know what happened, he said, I can't do that. I can give you your account number and pin but you have to go back to cricket to activate this. Re-activate your number with cricket, come back and then I may be able to give you that deal". Can you believe this!

I knew exactly that I had to pay a re-activation fee with cricket. And then go back to them? How frustrating right.

The story continues. I refused to leave the store without at least having two working phone lines, with whatever company, I didn't even care anymore.

After arguing another 15-20 min, he says "as a courtesy, I am gonna give you a deal. You get one free phone, and I give you the other phone for $99". Courtesy! I didn't know whether I wanted to scream, laugh, or cry.

I wanted them to empathize and very calmly asked them to reconsider their business practice. No, arguing +15 min, and he swings another deal. He offers another phone for $45 this time. I say no. +15 min arguing. Now, he tries another scam and asks for +$20 for the SIM. I say no, and insist that I want them to honor the deal on the flyer.

+10-15min into the argument, we all get frustrated. I refuse to leave the store without my two phone lines that were working, not caring about the company anymore. Meanwhile, the other two folks that were working at the counter were explicitly telling me that I was right when the store manager was going to the other room in the back. Throughout the argument, they were even talking behind the store manager's back about how much he was pressuring them, and there was nothing they could do.

Towards the end, they also had to side with the manager. I was totally fed up and frustrated. Who wouldn't?

In the end, after wasting my 1.5-2 hrs, the manager Julius Yaldo said "OK, I will give you this deal only as a courtesy, but I don't want to file any complaints about the store. And the $ difference will come out of the pocket from the guy at the front desk"...

There are a lot of frustrating details I skipped to keep it this brief.

So, stay away from this store. The guys at the front desk are incompetent. The store manager Julius Yaldo is a scam artist who will try to bully you (showing off his tattoos and trying to stare you down like street mob) into a deal you don't want.

Stay away!

My mom went in to pay her bill and the incompetent women working was very disrespectful towards her. After not even trying to solve her problem with the phone payment, she said my mom was the one that was in the wrong and denied her service to pay her payment. This type of terrible customer service and cell phone service is why I am about to switch phone companies.
Its phone number is [protected]

I was working as a sign twirler at metro pica's store on 28th & Imperial, Ave.

Store number is [protected]
and i didn;t show up for work today, as i been @ the hospital with my little brother, who had a sizure last night and still in the hospital, and the manager Rita, fired me for not coming in, when i asked her for the store number, her words was she didn't know the store #.

i fell as a custmore/employee at the stores, we cam be treated like trash by thses managers, and it's o.k. for it too happen! the manager name Rita, is ver unprofinal, and should be fired, if she still work for any metro pcs, stores i well take futher action, in a law suite for un-lawfulll doing.

I purchased my first metro phone day before thanksgiving would not hold charge. I bought a charger from metro still not holding..since i was dealing with cancer issues needed a phone i bought a 25.00 charger told its warranted for a year. Talked into buying this lg asion was told it works with the 25.00 charger. I can charge my phone at night in the morning it shows 100 by evening its at 23. Now 2 new phone in 9.months is ridiculous. I need my money for meds not buying all these phones. I retired from sprint after 30 years and decided to try metro
I hv always had a samsung phone. Is there a problem with the batteries or what. Please just give me a working phone or my money back because they are both useless. I hate complaining but im sick and dont need tbis aggravation

I have had the WORST experience with the employees at the Moss Point, MS location.
First the employees gave me the run around and refused to honor the Metro PCS contract. After contacting The BBB, I was contacted by Maria, who was extremely nice and helpful. She honored the contract and offered a full refund.
I went to the store on Saturday, August 19, 2017, as Maria explained I needed to do to complete the refund.
The store manager, along with two other employees were rude, belligerent, disrespectful, arrogant, and the list continues. One female employee "Fist Punched" the door and told me that she was the worker and could talk to me any way she wanted to. She also told me that since I worked for a local hospital, it wouldn't "Look good when the police come and arrest you". She told me there was nothing they could do until Monday, and that I would have to come back then. I told her if I had to come back again, it was not going to be good. The male employee then started asking, "is that a threat" and went on to say, "people don't know what they doin' when they doin' stuff".
I have all of this on video. At some point the male employee also put his phone up and said he was recording. He went on to state that he needed to get a contract out so he could get paid for the video.
The manager, Jad, was present the entire time. At one point she went out the back door, and loudly stated, "yeh she in here video taping".
I had to call Maria twice maybe three times, due to the manager rudely and abruptly stating that she called her but couldn't reach her.
When another manager arrived to complete my transaction, Jad then, told the two employees to go outside. The male walked up behind me within inches, I took it as a means to intimidate and scare me, he shuffled some fliers that were on the desk, before being told, again by Jad to go outside. When the manager walked in the door, Jad was continuously "huffing" under her breathe.
This is no way to treat a customer. No one should feel threatened at a place of business.
I have NEVER been treated in this manner before and am appalled! Not only at the male and female employees, but even more so at the manager. She was dressed in leopard printed leggings and a t-shirt of some short. VERY Unprofessional.
I am concerned that they have my credit card information as well as my home and work addresses.
I am outraged and I want something done to rectify this experience.

I have photos of the female and male worker but not the manager.

Fedex made an error today delivering a refund check I have been waiting on for three weeks. After confirming with Fedex and being extremely frustrated because they completely delivered to the wrong address and wouldn't be able to have a status for another two hours, I went to the address myself to verify it was delivered and pick it up.

I was told by a store employee he remembered receiving and signing for the package, but the store manager would not be back for another week and TOOK THE PACKAGE WITH HIM! WHAAAATT! I'm unclear why a store manager would leave the workplace with a package that didn't belong to him and now he's gone for a week. Wouldn't you think to simply call Fedex and advise it doesn't belong to that address.

I'm completely horrified!

I purchased a phone at one of your locations 2419 2nd avenue 08/17/2017 at 6:57 pm upon leaving the store and now making a phone call the alleged new phone begins a buzzin sound in my ear extremely loud, I try after to send a text and keyboard is severly delayed its appearent its device is defective, I searched the model number online which turned out to be wrong for the device sold to me, I have not used the phone much and went to the store to request a refund however the story of the representative now changed, i was is the store for hours unsure of the purchase sales rep assured me i was entitled to a full refund within 7 days which was what made me move forward with the purchase, after going back to the store to explain that the device is defective, sales reps suddenly became extremely rude saying the have to charge a restocking fee which was not mentioned once in the 3 1/2hr conversation we had of them insisting the phone was legit only to discover the phone was a peice of refurbished junk i have been a metro pcs Customer for many years i feel i have been treated poorly as a long standing customer, I should in no was be charged 125 dollar for a fake phone that was defective fom the start i am furious and after spending 540$ i still have no phone abd am completely dissatisfied it has not even been 24hrs and restocking fees are being applied to a device that was defective from the start this is not what i paid for, i have been inconvenienced and my money has been stolen by your authorized metro pcs dealer 2419 2nd avenue ny ny 10035
[protected] I am highly dissatisfied and disappointed with lies told services provided by this store location, this store is selling defective equipment under metro pcs brand ruining your good standing and should be shut down, I have sought legal action and will be pursuing this in court!

I went to MetroPCS on 288 St & 137 Ave homestead Florida 33032 I was trying to open the door at 7:47pm & it was locked mind you they didn't close till 8pm I signed the girl & she gave a signal back saying they were closed, that is false advertisement even when I called earlier the girl stated they closed at 8pm I know I got there close to closing but I was working late I had no choice but that is wrong & employees need to wait till actual time to close those doors and I want those employees that worked today 8/16/17 closing to get in trouble so it won't happen again!