Sprint Store by BrightStar Wireless

Reviews 5

JE

Jeremy Montague

Im a phone junkie, I upgrade almost yearly. I do a ton of research and comb through all my options before I even go into a store. I went in knowing exactly what I was looking for. The floor lead greeted me and everything was good. Told him what I wanted, he checked the inventory and they had it. Started the upgrade process everything still ok. Then he started hounding me, 5-6 times to get the protection plan. I get it, theyre supposed to try and sell it but after I tell you I have fixed phones in the past, stop asking. Then as were waiting for some data to transfer and finishing up paperwork he asks about changing my plan. I said no because he was talking so fast I couldnt understand him. Then turns to a coworker and complains out loud like Im not even standing there that people just treat him like a salesman when hes trying to help them out. He did this 3 times while they were assisting another customer. At this point I had been there almost an hour and just wanted to be finished and have my new phone and my phone info was being transferred or I would have stopped the transaction and taken my business elsewhere. Then while going through paperwork he shows me my bill, it showed $40 more than what we had discussed. At that point I said, no, give me my phone back. He pointed out a spot on my bill that would be gone after the upgrade then said "Well you expected on paying more anyway didnt you?" Again with being a condescending prick? No, I didnt, I knew by trading in my phone I would get a monthly credit to offset the increase. Then again turns to his coworker and says "People just think theyre going to get upgraded for free". He was knowledgeable of the products and plans but the way he took rejection and got condescending was extremely unprofessional. If you dont want to be treated like a salesman dont act like one. Honestly thinking about it over again I wish I had just taken my phone at this point and left, I regret finishing my upgrade here. There are plenty of Sprint stores around, Ill be finding another one to visit if I need anything else.

---

KR

Kristie Preston

Nicole is the best and saved a loyal 10 year customer from canceling! Long story: I was experiencing some horrible customer service from the sprint customer service line you call in on. They owed me almost $200 in credits and refused to do anything about it, every time I would ask for a supervisor I was put on hold for at least 30 minutes and then hung up on. No one would listen to me and no one cared. My phone kept getting turned off because of mistakes the reps at customer support would make and no one there would even answer my questions they would just repeat, "when can you make a payment" after everything I would say even though it was money they owed me. I have been a customer for almost 10 years and was done, I was about to just cancel my phones and go to t-mobile and just wash my hands of sprint. Working in customer service myself I was appalled and disgusted at how I was being treated not by one but by a multitude of people. Finally not knowing what else to do I called this sprint store and asked to speak with Nicole, because she has been so great everytime I needed anything. Including giving me her personal phone number one time and making sure another situation earlier this year was taken care of even when she was off the clock. I spoke with her and within one hour she spoke with her supervisor, called me back and they had given me the credits sprint owed to me and more because of what I was going through with customer support. I couldnt believe how fast and kind they were and completely changed my mind about canceling and kept a loyal 10 yr customer from leaving. Thank you Nicole you are awesome!

---

RI

Richard Waldorf

I wish there was a way to give below a zero rating. When I opened my account on September 24th the clerk set the phone up for me and needed my Google access which I did not have the password at the time. She ended up resetting the password which I was OK with however when I got home I was not able to open my Google or Gmail account. This in itself was a nightmare and required a lot of time, money, and effort on my part,(got NO help from Brightstar wireless whatsoever). When I finally got this problem solved I was OK with everything. Then I received a text my bill was due and the text said I could dial star3 to pay my bill. I did but all I got was a message telling me I could do this online. I was out of town for the next 2 days so tried logging onto my account when I got home. The message on the front page said they were going to suspend my service and turn me over to collections, keep in m ind my account was paid up front for the phone and first months service and only 3 weeks have passed. That was the straw that broke the camels back, I decided to go with another carrier and exercise my 30 days money back guarantee and return the phone. The same clerk told me I had to return this in the box it came in or they would not take it back. Let me ask you a question, when you purchase something do you save the cardboard box it came in?? I would guess your answer was no. I will have to get my refund plus a $150.00 filing fee in small cl.aims court, I guarantee I will get this back but let me warn you, there are better places that care and honor their guarantees to get phone service that this place!!!!

---

GI

Gilbert Madrid

I would like to highlight the extremely positive experience and excellent customer service I received from store employee Sierra. My phone "died" due to a manufacturer defect the day I went on vacation. I visited a corporate store during my vacation and they were unable to assist and quoted me $380 for payoff and replacement. After 10 days without a phone, no acces to contacts or email, I decided to cough up the money since I needed a phone. I called the Layton store several times, no answer, I then called the Riverdale store to ask if the corporate Layton store was open, Sierra took it a step further and offered assistance. I explained my situation and drove to the store to see what my options were. Sierra, went above and beyond she contacted customer support on my behalf . She was able to credit my inoperative phone, and advised me on upcoming promotion on the new phone I was interested in. It was hard to wait 4 days but she saved me nearly $400 dollars on my new phone. I had a small window when I could pick up the phone, as I insisted I wanted to deal with her. She had everything ready by the time I arrived and got me out in the alloted time. I could not have been happier with this experience. Thank you for the excellent customer service Sierra and having excellent product knowledge. In the future, I will go to this store for all my cell phone needs.

---

ST

Stephen M

I ordered a new phone for work on Tuesday afternoon was told 2x my phone would be here next day and ready to go by noon. We have never had a problem with ordering phones and their usually always on it and handling are business account. I asked the employee should I just order directly thru sprint because he was not really helpful, he stated no that it would be here Wednesday and ready to go. I called next day around 11am and they could not find my phone and kept saying it was was their in boxes and would call me back shortly. I waited till 2pm called back and they said my phone was not their and not sure where it was but it did not get overnighted. Manager or assistant said he would look into it and call me back, again surprise I had to call back and ask where it was he stated it was never overnighted and would be here sometime at end of week. No apologie no what can we do just it will get here when it gets here. After I started asking questions and getting upset that is when they said sorry and offered me a loaner intel are phone arrived, I declined and waited. Not the one to ever complain or leave bad reviews but not a trust worthy store and definetly need to work on their customer service skills when someone asks if they can get a phone overnight and dang well know they can not make it happen.

---

---