Sprint Store

This is Luyi, I reached the limit of my first review so I am gonna continue here –
Before we say anything, he told us we had to wait for a phone call and they had to verify something and then made the proper change. Ok, we went back home, waited about a week, nothing! They just cheated us one more time! We had to go there again, which has just happened in this evening. We went there and got recognized again. Yes we are now famous people in their store. The guy who helped us has a mid-​east look with beards, and the brown guy stood right beside him to back him up. They were acting as if they were fighting against us. So we brought up the problem, they spent sometime checking on their system, and this time, they made a breakthrough — they simply denied that there was any problem on our bill. They claimed that our bill was sort of a combined bill that had both this month’s and the next month’s charges. Yet on the bill it was written explicitly that it was from Jan 5^th to Feb 4^th. We pointed out that and they had a confusing look on their face, like they were think about how to fight us back. And they finally thought up something and used the common trick again — they said we needed not to rely on this bill because they have the correct bill on their system, and they showed me their computer, I didn’t know what was their purpose because anyone who isn’t blind would figure out that it was showing exactly the same bill as from our account! No matter how we showed them that the bill was not correct by doing straightforward maths on the paper, they just wouldn’t listen to us and insisted that the bill was correct. And they asserted that our bill would not change until the next billing cycle. It was so dumb but I have to admit that it was an efficient way to end the negotiation that they don’t want to continue with. We couldn’t do anything to let the people help us if only they were simply just not willing to. So we end up leaving the store angrily.
But we are not the ones who give up easily. We went to another Sprint store on archer. It is in the RadioShack store. A tall guy helped us. The time was about 7pm and they were going to shut down. And he told us he only worked there for about a month. So we didn’t expect much from him, we just wanted to try one more time before we do something else. Surprisingly, after he made some calls he told us he had our bill fixed and Sprint would credit the incorrect amount back to our account soon. We at first didn’t believe it but when we got home we found our bill was indeed corrected, and the credit had already been posted (although the amount was not the same as what he told us. We made a phone call to the 888 numbers and had it fixed with them). So our problem is now fixed, finally, unless we find anything wrong on our next bill. But we can finally take a little break after all these days driving to the Sprint store like we work there.
So as you can see, it only takes about 10mins for a guy in a different store with very little experience on customer service to fix our problem, yet it took over a month for the whole team in this store and they still could not get it done. What they did was basically making things worse and making their customers upset. I understand people make mistakes and people also fix their mistakes, but these guys fix mistakes by making more mistakes. This should not be accepted as a customer service team because their job is to help people fix their problems. If they are not capable of doing this most basic thing in their career, they deserve to be laid off.
In a word, don’t go to this store. Try to call the 888 number or go to other stores!!!

I give one star for only one reason — there is no option for a zero star or negative star. You can’t imagine how bad they are, in terms of both service attitude and professional ability. Here is my experience with them:
Around Dec 2015, my wife and I wanted to purchase two iPhone 6s and found a promotion from Sprint online, which would cut half off our bill if we ported in to Sprint from AT&T. It looked attractive so we did the order online and chose the pick-​up in store option. That’s where the nightmare started. On the other day, we went in this store. They checked our order and spent about half hour there and made several calls, and eventually told us that they couldn’t make the order through their system. At that time, we had our confirmation email with us and every information one could provide like IDs, the two iPhones are right on their desk, how hard would it be to just check our IDs and confirmation and hand the devices to us? Was it harder than picking up a to-​go pizza order? Not likely, but they still couldn’t manage to do that. They told us the only thing they could do is to cancel that online order and do an in store order there. They promised that we would still get the same promotion offer and same plan for us. Although we were a little bit upset, we still agreed and tried to behave as patient and nice as possible. It was proved that our concern of being polite and patient was totally a waste of our kindness. I will come to that. So they spent about another one hour, and made a new order for us. When they showed us the bill, I found that it did not match the amount of our previous online order. It looked completely different, the data amount is different and the total due is higher by about 50 $. I asked why and they said that they had it right on their system and we did not need to rely on that. They said the correct bill would show up a few days after. We trusted their words — which we never should. And they did not mention about the promotion offer at all. I trusted them so much and told my wife that they wouldn’t forget that. But my wife insisted on going back and asking about it. Guess what? They totally forgot about it! That was a 200 $ offer, I don’t know whether they really forgot it or they just intentionally pretend they had forgot. Either way, it only showed their lack of honesty or profession.
So finally we got our phones and went home. However it was just a beginning. A few days later, we found our bill was still not being adjusted. And something else was added to our bill. Took a deeper look we found that they didn’t cancel our online order and charged us everything for two extra iPhone 6s. And moreover, they still didn’t make the data plan as what we should get. That made us first month bill about 300 $! We were out of town for Christmas so we called the customer service, it took a lot effort to explain to the agent about what happened in the store and how they messed up with our bill. The agent took partially off our bill but still didn’t make it correct. She told us we had to go to this store to have the rest amount adjusted. But since our bill was about to due, we had to pay the incorrect amount in advance.
We got back to this store after holidays, a black guy helped us and made a correct adjustment to our bill. And we asked him to tell us the amount we have to pay upon our next bill. He told us and it sounded right. We should let him print the bill so we could have a proof but we trusted them again — another mistake. You see, with these guy, you have to always have everything printed or written, never trust any word from their mouth, never! So the story continues, and we found again our bill was not correct. Guess what, this time they took our port-​in promotion offer (the 50% off bill) out, and replaced it with some kind of two year contract bill. WTF? Who the hell ever asked for that? Since when could those customer agents randomly change or add stuff to their customers’ bill? Who was the dumbass that authorized this without our notice and permission? So yes we had to go to the store again, and explained these whole lot of messes to them and asked them for help. Yes you are hearing me right, we had to explain to them what they had done to us because they didn’t fuccking remember! A black lady helped us this time. She made several phone calls, we waited for about a hour, and she told us the problem was fixed. We checked our account, nothing had changed. She told us it will take a few days. We knew from our guts that she didn’t fix it because if you had enough patience to read down here you would know that this had to us happened before. We still asked her to send us a confirmation email and she did. It looked good and we thought we finally had some proof so we went home.
After a few days, nothing changed on our bill. We got cheated again. So we went to the store with the confirmation email we had. A man with a brown skin noticed us and before we said any thing he

I went in to pay my bill. What should have taken two minutes took me about ten minutes because no one wanted to help me. There job is to do customer service and no one wanted to actually do it. I could understand if I went in like two minutes before closing but I went in two hours before so no need for attitude and not wanting to help me. This is the second bad experience I’ve had at this location and its not necessary. For customer service and sales people they were not energetic or helpful.

I have dealt with all 3 Sprint stores in Gainesville and this one is miles ahead of the rest. I am not even going to bother to bash the other 2 because if you are reading this review you probably already know what a pain they are. Let’s get down to brass tacks.
I have purchased 3 phones here and been there at opening for a new release over the past few years and have always found that they effectively manage crowds and pay attention to you even when they place is packed. That being said, this place will get packed. Don’t be surprised if you have to wait 20 minutes to get helped on a weekend. But you will appreciate the service when you are being helped. There are some people in there that don’t know what on earth they are doing, so ask for Melinda! She will take care of you!
As always, these bitches are going to try to upsell you on everything, but if you know what you are going in for and have your stuff together this is the store to go to. I’ve also found that they have bigger inventories than the other stores for new release phones.