Metropcs.com Website Review

I went to the Metro by T-Mobile at 5210 Chamberlayne Road, Richmond Va 23227 on Friday, 10/24/25, to exchange a faulty gateway. I had already talked to customer service before about the device I bought on 9/30/25, and they tried to reset it multiple times. They told me I could exchange it since I was still within the 30-day period. I also called the store on Thursday, 10/23/25, and the agent was polite, saying I should bring the gateway, but the store closed at 8 pm.

On Friday, when I entered the store, the agent was rude and unhelpful. He tried to pressure me into buying instead of helping with the exchange. He didn’t look at my account at any point. He just swapped the chord and got the device to light up, but it still couldn’t get a signal. He told me I could either surrender my device for two weeks or buy a new chord for $25. When I asked about the exchange, he mentioned a restocking fee. I requested to talk to another manager, but he claimed he was the only one and this was his business.

I called customer service while I was there, and they confirmed I could exchange the device, but the manager refused to speak to them. He never checked my account. I ended up calling the police, and he told them he wouldn’t help because I called them. The officer asked again if he could assist me with my original receipt and device, but the manager still refused. He even asked the officer for my name and picture to ban me from the store.

Throughout this, he laughed with another person in the store who was charging their phone. He also mentioned posting the incident on TikTok. I had just gotten off the phone with customer service, who told me I could exchange my product, yet this retailer would not honor the 30-day exchange window and tried to upsell me. This is terrible business practice, and I ended up getting a trespassing notice just for trying to exchange my device. If he had time to joke around, he could have taken the time to check my account and see customer service's notes.

After the officer left, the manager continued to laugh and make jokes. I filed a complaint with Metro PCS and the Better Business Bureau of Va. I also informed my contacts on various social media platforms. I was the only woman in a store with two men, and it felt like he was trying to intimidate me into buying something. Metro by T-Mobile needs to ensure that their retailers follow the business model and honor warranty and exchange policies. I am looking for other service options now. This experience was horrible!