Sprint Store

I have had many years as a satisfied Sprint customer until this week. I have waited all day for a manager to contact me before posting this review.
My teenager knew she would have to pay for her smartphone herself. For three years, she saved all her money to buy an iPhone. On December 27, she finally had enough, so we went to the Sprint store to buy her an iPhone. She handed over $ 700, but the phone was not in stock. AFTER we had paid for the phone, we were told it was on back order and would arrive in 5 – 7 days. AFTER we had paid, we found out that they did not actually have the phone that they sold us. So we went home to wait for notification that the phone had arrived. Not a word.
On January 4, I returned to the store to see if the phone had arrived. December 27 to January 4 = 8 days. There was no phone at the store. The staff person spent some time looking things up on a computer, going to the back room, returning to look things up on a computer, going to the back room. I spent 30 minutes waiting for an update. But they didn’t have any information. The phone was on back order or it had been shipped or it was not shipped. It was unclear. They didn’t know when the phone would arrive. No idea.
They could not issue a refund because they had already ordered the phone and they couldn’t refund the phone without the actual phone. They would call or email me with an update. No call, no email.
On January 8, I returned to the store. No phone, no refund. The manager was not available to talk to me.
On January 10, I returned to the store, no phone, no refund. No manager on site. I called Sprint corporate office. Yes, they usually re-​order a phone when it doesn’t arrive. Yes, they usually offer refunds when a customer cancels an order. But that is not THIS STORE’s policy. The corporate office can RECOMMEND that the local store refund her money, but each store (evidently) sets its own policies and it is this store’s policy to not cancel orders or to refund money for orders that do not arrive. I returned to the store. No phone, no refund, no idea when the phone will arrive.
Sprint still has her $ 700, I have not been able to reach a manager, my daughter does not have a phone.
Is this fraud or theft?

Richard Browne helped me get a new phone at 0 hassle. It was an easy process. I was dreading coming in to the sprint store as I have had some uneasy visits before. If your looking for a honest person who can really break things down as far as pricing goes ask for Richard.

Having lived all over the country, this is by far the best Sprint store I’ve ever been to. Everyone from the management team to the helpful assistants are so calm and understanding. I went into this store completely stressed out over exchanging my iPhone 6 Plus for a 6S plus within my 14 day warranty. This team was able to talk to support for me and make it happen. Whenever I need assistance with my phone, I will make sure to go to this location because of the kind, helpful people. I recommend you do, too!

Overall the experience was good. Believe me it totally had to do with, Semhar, the representative who helped me and Mikey the technician. Prior to writing the review I called to get the her name and the young man who answered the phone was short and rude. This is not to place a negative cloud over the service I recieved while in the store. Semhar was patient and possessed stellar customer service skills. Her coworkers could stand to learn a lot from her. In closing be sure your attitude is in check before you call or enter the store or else its curtains on the entire experience.

More like 0 stars… came here to add cash to my account. Kiosk was broken, dealt with an employee who has no customer service skills, called me a f*$@ing idiot to my face, was playing on his phone, and coworkers of his started laughing at me. Why would you get a job in sales and have an attitude towards customers? Just for this incident I’m switching phone carriers so i dont have to deal with such unprofessional behavior. Stay away from this location. The employees here are just like what they call their customers.

Hey People!!! GET YOURSELF PUT IN THE GAME @ THE SPRINT STORE ON MISSION STREET NEAR 4TH AND The Target Complex. My Bill was due the next day and i still left the store spending an extra $ 110.00. Money was well spent being brought up to today’s standards in the phone/​Gadget tech industry by Superstar Specialist Seminar!!! $$$ She was so patient; she laughed while she explained what sounded to me like physics for engineer majors. Impressively educated, personable and charming «Girl Next Door» beauty; Semhar is that rightn mix of an equation that begs the question… «When will the management teams director not sinking their teeth into establishing a more permanent place for Semhar at Sprint. 400miles from home felt like my best friend was punching away at a terminal to resolve my easily corrective circumstances.
Love Nick Steward loyal Sprint Customer

Now hear this!!! Friends, I rarely get my Irish up at an organization, but Sprint takes the cake. They not only stole a phone from me, they had me on hold 4 ½ hours trying to reach a supervisor so I could explain my frustration. If you are thinking of using Sprint don’t. They will over charge you, refuse to honor either the trade in or the ‘cut my bill in ½’ program and if you bitch they tell you to take off. If you are a GI on active duty DO NOT go to Sprint. Because I guarantee you while you are defending their right to overcharge and mislead, they are jamming charges on you, God help you if they have you on autopay. And I don’t have to tell you what will happen to your military career if you start bouncing checks because of their siphoning off of your bank account. Take it from Sgt Heartbreak: Do not I repeat do not do business with Sprint.
You have been warned!
Yer pal,
US Army Sgt. (ret)

TL;DR — Sprint has trained its employees at this location to push profits over customer service. Agents will lie about Sprint policies in order to sell you on a more expensive plan and charge you more for your device. Don’t go in here unless you know EXACTLY what you want and don’t trust what the employees say.
—Full Review—
I’ve had Sprint service for a number of years, and while the service has had its ups and downs, the customer service in this specific Sprint store is downright horrible. Doubly so since this is a Corporate owned location (not a reseller or a franchise). So these employees are representing Sprint directly.
I stopped in here on June 30, 2015 in order to do an upgrade. I’m not a big voice user and have a legacy account which reflects that, so the new «unlimited everything» plans don’t really appeal to me. Before coming, I verified that the store had stock of the device I wanted and phone support verified that any Sprint Corporate store could handle it (I needed to get a replacement device and was hoping to avoid the shipping delay).
After verifying which device I wanted, I politely declined the «free» tablet offer and said I just wanted to do the upgrade. The «Lead Sales Consultant» told me that he could do the upgrade, but that his store would «have to change my plan» to something more expensive. He claimed that even if I ordered online for store pickup, that his store had a policy of changing the plan to the current unlimited option.
I called Sprint CS while in the store (waited ~40 minutes on hold to speak to someone) who was able to confirm that:
1) Yes, my line was eligible for an upgrade (I’ve been eligible for years).
2) Yes, Sprint still does upgrades.
3) Yes, this was indeed a Corporate Owned store that could do it.
4) No, Sprint does not have a policy of forcing people onto the new plans and that the store should not be claiming this is company policy.
I waited to speak to the manager while the Sprint CS phone agent was on the line. Turns out the «manager» was the «Lead Sales Consultant» and he gave me to another agent in the store to speak to. She spoke with the Sprint CS phone agent and me and told us both (keep note here, the store’s story changes) that they could sell me a phone for my plan, but the store would NOT process it as an upgrade. If I wanted to get a new phone at the Corporate Sprint Store, I would have to LEASE it, which would end up costing me ~$ 450 MORE over the course of two years.
The Sprint CS phone agent apologized to me and said that what the store was doing was against policy, but said there was nothing she could do if the store refused to process the phone as an upgrade.
Again, the Sprint CS phone agent verified that yes, Sprint stores can do upgrades and that there was no reason that the store should be refusing to do so (or claiming that I would have to LEASE the phone if I wanted it yesterday).
The in store agent claimed that there was another «store manager» who could magically sell me the device as an upgrade to my line, but he was not working at the time and the store had no way to call him to ask him what to do.
In the end, I went home, ordered the device online as an upgrade and realized I would have to wait a few days before I had a working device. If the deal wasn’t so good (cheap upgrade price), I would have dropped Sprint then and there.

Let me begin by saying that I have been putting off upgrading from my iphone 4 for about 6 months, due to poor customer service in the past. Thankfully today that is not the case. I was helped by Corbin and compared to my experiences in the past, he is like an angel sent from heaven. I kid you not I have never had better customer service. He was knowledgable, helpful, and got me everything I needed super quick! I will come back specifically to this sprint store forever.

On April 17^th, 2015, Todd, a store agent at this location, deceitfully sold me the iPad Mini bundle without telling me that there would be an actual plan added to that iPad, an additional service I actually never requested nor needed. The actual purpose of my visit was to upgrade my phone, not to get a «free» iPad!!!
A couple of weeks later, I go online to discover that this iPad was not totally free, really, because now I was stuck with an additional plan I never requested in the first place! I then called customer service, the agent who took my call was totally incompetent on this iPad bundle matter, and she did not connect me to her supervisor. Instead, she insisted I was not paying more money with this iPad additional plan. Nevertheless, I should have called again until I could find a supervisor, because a supervisor could have helped me get out of this contract.
Next thing I do, instead, is go back to the store. The original agent was not there. A different agent instead insisted I should keep the iPad Mini plan since I was not paying more by getting it, but I told him I did not want that additional plan, even if it was not costing me more. He then realized my fourteen-​day cancellation period had passed since I enrolled in the plan and therefore I would not be able to get out of it. As he insisted I was not paying more money for the iPad plan, I raised my voice and told him I did not want the iPad and asked him to help me cancel it. He said he would get someone else to help me, and he asked for the general manager, Michael, who did nothing else but tell me over and over that I was not paying a higher fee for this iPad Mini plan, and I kept telling him over and over again that I did not want the iPad and he asked me to calm down, listen to him, and let him speak and finish his sentence. But he never finished any sentence other than «You are not paying more money for the iPad and now your fourteen-​day plan cancellation period just ended, so you will have to pay a cancellation fee plus the price of the iPad if you decide to cancel this plan.» I told him again that I never requested this iPad bundle plan and that I needed to cancel it and I told him «If you charge me any cancellation fees, you will see my face again, dude, I swear!» He then told me to get out of his store, since I had just threatened him, and go to the store on Market.
So I went to the store on Market St, where they told me I would have to call customer service in order to try to find a solution, since my fourteen-​day cancellation period had just ended. After begging a customer service center agent to let me speak to her supervisor, I spoke to one that was willing and able to cancel my plan with no charges or penalties, since I was deceived into buying a plan that I actually did not want nor need. The next day, I called customer service, spoke to another supervisor, who confirmed the plan was to be cancelled at no cost to me since I was deceived into buying an additional plan that I really did not want or never requested in the first place.
I put a formal complaint (which Sprint calls a «feedback ticket») against the Sprint Store manager and the original store agent through the supervisors I spoke to on the phone. I am now expecting the iPad Mini return kit in the mail.
It seems that the stores are no longer a place where the customer goes to resolve issues, but rather where the customer is forced to buy (or deceived into buying) plans and deals, as issues now can be mostly resolved online or on the phone. And it seems, too, that activations and plans can all get processed online and phones and other devices can be purchased and ordered online and therefore there is no need for the customer to go to the stores, the reason why all these store managers and agents are desperate to sell products and plans, regardless whether the customer needs them or not.
In short, the store manager could have asked me to call customer service (or he could have actually done that), instead of insisting that I should keep a plan that I never requested or needed in the first place.
Because of this terrible experience, I am now willing to pay any unfair or arbitrary plan cancellation fees to Sprint in order for me to be able to switch to a better wireless phone provider that gets one or a couple of more rating stars, even though I have been a Sprint customer for fifteen years and even after those two supervisors at customer service were so supportive to me throughout this terrifying ordeal.
This was a shocking experience for me, as this Sprint store had never before forced me to buy products or plans I did not need in the first place. So from now on, I’ll just have to process all my requests and transactions online and over the phone instead of going to the stores for help.

I got so screwed at this store and from reason the reviews, I can see that it is a common business practice. Does anyone know a lawyer who specializes in these claims?
Went in to get an iPhone 5. The person who I worked with told me I could get a landline and a tablet for free with my purchase. I told her I had no need for either. She insisted that it was free, wouldn’t change my bill and would be no extra hassle for me. I asked her several follow up questions and after arguing with her just took the offer. Then, even though she had told me that there was no contract for the phone, she gave me two contracts for the landline and tablet. Under pressure I signed the contracts, both with a $ 200 cancellation fee.
When I got my first bill turns out they charged me an additional $ 30/​month for the landline and tablet and managed to keep my bill down by adding strangers to my friends and family plan. I complained in store and asked for a refund, but was told that the two week cancellation period had passed and I couldn’t return them. I complained to the corporate office twice. Both times I talked to people who were first astounded that I had been treated so poorly and obviously cheated. Both times the operator got off the phone to talk to a manager and then came back telling me that I would have to take the issue up with the store. Almost a year later, I’m still paying the extra fees, there are still strangers on my plan and Sprint is still an awful company. Don’t go there. They are the worst and I am looking for a lawyer.

Horrible customer service. I went in with an issue and the girl was giggling as if my issue was amusing to her! If a customer is having a problem and is clearly upset, you’re not supposed to giggle. It’s as if she thought i wasn’t upset and i wasnt having a problem! She literally laughed and said, «Oh yeah i have the same problem. Lol! «well I’m glad it doesn’t bother you that you can’t access the internet while on a phone call, but that is super annoying!!! I don’t like iphones anymore.

If I could do negative stars I would.
To brought my phone in because it wasn’t taking a charge. The sales person Niculas opened a ticket to have the technician work on fixing the charging port. Before agreeing to leave it, Niculas confirmed that the tech had the parts he needed to repair the phone. I was told come back in 2 hours.
When I returned 2 hours later I was told they had to order a new phone and I would be without a phone until the new one came in — in Nicks words «your F@&ked» — strong words for a salesperson.
Ok whatever I rolled with it. I was only trying to charge my phone to back up data and I was going to purchase a new phone anyway. So I went ahead and purchased an IPhone 6. After I signed for the iPhone I had Nick disappeared without issuing a receipt the next thing I know someone else approached me stating they would take care of me.
I ended up waiting in the store nearly 3hours. I asked for a receipt and no sales reps would give me one (Nick had already left) — the manager Hector finally pulled the receipt.
The receipt did not match anything Nick stated (remember he walked away right after I signed — the iPad signature screen blocked the content — I couldnt view until the signature screen disappeared — and Nick took it with him).
Nick stated that he would waive activation fees, and that I would at $ 107+ $ 11 insurance +taxes. The receipt showed $ 185.
I have been with sprint over 15 years. It’s time for a change.

Up and down experience– they completely messed up my order on a new plan, but went the extra mile to fix their mistakes.
Be extremely careful and get an itemized review of everything you sign for, before you sign for it electronically.

I’ve never walked in ready to buy anything and walked out feeling like I just got harassed by a used car salesman. I was pushed into leasing my phone, and like most leases that is more expensive in the end. When I asked for details, the saleswoman kept repeating «it’s like a reverse contract» rather than telling me how much more the lease would be. Ultimately I gave up and asked her to list all the costs of the lease, and added them up myself. With the phone purchase at the end, it was $ 100 more expensive to complete the lease then buy out the phone. When I asked her to confirm the difference she said, «let me go get my manager,» who was unavailable. After a 30 minute estimated wait, I gave up.
And the best part is that I walked in ready to buy a phone and they wouldn’t even let me.

This is my first Unilocal review and I’d say this is by far the worst customer service experience I had. Don’t go to this one.
Tried to open a new Sprint account a month ago, had to wait and be there for a total of 3 hours since the retail consultant, Richard, doesn’t know what he’s doing. Moreover, instead of being charged $ 60 for 2 lines, he put me on the $ 120 for 2 lines which did not really cut my bill in half. I got overcharged and tried to be in the store for almost every week to fix the problem. In addition, Richard offered me a landline box for free (he said) BUT NEVER told me that I had to pay extra $ 20 on my bill for that’s
Another scenario, I waited for an hour just to be told that they are closing and the representative can only accommodate for 5 minutes only to find out that they did not take care of my account till the day before my account will supposedly be suspended because of that mistake that the representative made. This is ridiculous. If you can, just avoid this place at all! It’s a pain to talk to these people.

Came in here in during complete meltdown/​rude mode due to cracked screen and multiple Sprint stores giving me different advice. This tattooed sleeve guy still helped me out and directed me to where I could purchase what I needed. #sorryforbringcray
Sprint is still a soul less company tho.

— — This is a service review only — –
I wish I got the name of the guy who «helped» me because he made me want to quit Sprint all together. First I just came in to ask for help unlocking my phone. Instead of doing that, the first thing he does is aggressively push a new plan on me even when I repeatedly said I just wanted to keep my current plan (and still didn’t help me unlock my phone). When I asked again if he could help me, he then tries to sell Sprint to my husband and ignore me. Then, to let him sell, when I asked what different plans Sprint has? He just replies «uhh well this is pretty much the only plan that’s worth it». Hey, how about you actually answer my damn question instead of denying me an answer. Again.
I understand you need to make a sale but why don’t you actually LISTEN to your customer first? He also ends up telling me he can’t help me unlock my phone at th end. Couldn’t you have told me that when I initially asked? Geez I’ve never met such terrible and douchey salesman.
My husbands been here before and we had way much better service. So this review is really just for that particular guy. Terrible.

I had a great experience at the Sprint Store. My iPhone was broken so I went in a week before the iPhone 6 was due to release. I was not only given a phone to use during the interim, I was given great advice on how to pre-​order the iPhone 6 to be ready on release date!
I lovely woman named Ashlee sat with me for a good portion of the day helping me look at new options for phone plans. I casually asked how much more it would be to add an iPad to the plan. She tirelessly searched for options for the cheapest option for me to add this iPad! I walked away with a iPad mini valued at $ 750 for only $ 150!
Ashlee was so wonderful and easy to work with. I recommend heading to this store for any Sprint needs.

I’ve never written a bad Unilocal review before but his place has driven me to it and, trust me, I’ve been to some shitty places in the past but I have zero tolerance for dishonesty.
In short: I walk in to upgrade to the iPhone 6 with iPhone for Life plan. They try to convince me to buy the phone at full price even though I’ve already explicitly stated that I would only lease the new 6 or get a free upgrade with another model. Store lady gets snappy and says ok…
She proceeds to make me go through the whole song and dance and tries charging me $ 150 for «account specific reasons» for a plan that states $ 0 down, $ 50 per month plus monthly lease (based on model, $ 20 for the 16GB iPhone6), and taxes & fees. When I ask her, what these «specific» reasons are. She kindly responds with «we can’t answer that, it is specific to your account»… If you calculate the monthly lease amount and add this seemingly arbitrary $ 150, it equals the full price of the phone if purchased. I’m not sure how the reps there are compensated but seems like too much of a coincidence that the numbers come out the same.
I tell her that in the online store it said nothing about this just earlier this morning and I asked if she could call support and ask for me because I’ve been a customer for 3 years, paid on time, and eligible for upgrade. She tells me to dial *2, ask them myself, and come back later. At that point, I decided to leave the store.
I get home and decide to call sprint sales hotline. Get connected to a rep in under 5 minutes. She puts in the order for the iPhone 6, assigns the iphone for life plan to my account, confirms there is no $ 150 «account specific charge», and waived my activation fee of $ 35 for new devices, and was a pleasure to chit chat with. All done in under 20 minutes.
Why the in-​store hussle? Not cool…