Metro by T-Mobile

I stopped at this store on Saturday July 6th 2019 evening between 6:15 p.m. and 7:15 p.m. when I arrive there was no one at the counter and the agent was standing behind the counter at the computer I approach to counter spoke and started to explain why I was in the store I explained to her that I have stopped in a month ago and spoke with an agent who was supposed to have ordered me a new phone considering my was defected from the time I purchased it but before I can even get the whole statement out of my mouth I was rudely cut off by the agent who didn't ask me what do I want her to do for me because she can't give me a phone, she's been there a month nor could she help me and as I started to explain to her again I was cut off again this time with her telling me I need to call customer service to send me a phone and I explained to her I spoke to customer service before I even came to the store and they told me that I have to come to the store in order to get a phone replace so then I asked her could she just called customer service so we Can get some type of clear understanding about what to do she told me know you can call them and then I just looked at her at this point I said hey there's no need to be rude and she responds right so don't be rude and I looked at her and I asked her how am I being rude I smiled I spoke to you and started explaining my situation. That was me giving her a chance to correct the situation her response to that was well you see I was busy so you should have waited I simply responded I am not a mind reader your job is customer service you could have simply said to me hold on for a second give me a minute or anything and I said to her I'm still being polite and giving you a chance to correct the situation and you're still doing what you should not be doing. And honestly the look on her face was like she could care less. So I asked her name because she had no name tag on and a jacket on top of her MetroPCS shirt she responded Keke and then called her boss Mike and per her request I called customer service from the store I stood on the phone with a customer service for 35 min in the store and she would not get on the phone with them give them her name nor acknowledge me as a customer I explained it to Customer service what was going on and had it on speaker phone and she would not respond to the gentleman either I also told the customer service representative that she had called her boss Mike when a situation escalated a little bit and she asked me to take my case off and still would not come back to me when around me to customers that would came in the store after me and did not acknowledge me until I took her photo (which I will be posting) she said don't be taking my picture and I told her it's my phone I can take what I want at which point I had started to walkout because I had been in the store for almost an hour and my Movie was getting ready to start and as I turned around she was laughing like that [censored] was funny so at that point I broke down because it was the most insane thing I've ever experienced in any type of customer service or service setting and I told her [censored]es like you should never work customer service get your money up hoe so you can get your man wig fix. Which I probably should have done but this chick was horrible and as a black woman the who has worked customer service manage customer service I'm embarrassed by this lady's actions and I'm embarrassed I let her take me out of character but mainly she just embarrassment to the community and my race. And after being there over an hour I did file a complaint with customer service I stayed on the phone with them for like 40 minutes or more. And I still didn't get any help with my phone and like I said she was on the phone with this guy Mike who I'm guessing is her boss because I called the store today and ask for manager they told me he would have to call me back and took my information I'm still waiting for a call back and his name just happened to be Mike so I'm definitely going to have questions for Mike definitely because he was on the phone the entire time and to stand by and let that go on it was like you was condoning that type of behavior from your employees because you were on the phone the whole time I know you could clearly hear what was going on and in management how Do you think your customer who was in a very good mood upon entering your establishment feeling at that point. that was really the time you should have been stepping up in your leadership role if you were her boss on that phone.