Sprint Store

Cheyenne Hinton lied to me about the final cost of changing my family plan. Instead of lowering my rate by the promised $15/month, she kept my old plan, moved 2 of my 5 lines to a second plan, and I got a bill for $400/month. This is a $150/month increase.

I've spent hour after hour on the phone trying to get this fixed. I'm promised call backs that don't happen. I'm promised things will be fixed. It doesn't happen. Now she is telling me the best she can do is a $20 increase over my old rate.

She makes other promises, but when I say I want her to put it into an email so I have proof, she suddenly backs off.

Do not go into this branch.

Ok so I'm all about giving praise to businesses and restaurants when I have awesome experiences but I also believe that when you have not so great experiences those should be shared too. So here goes mine today with good ol Sprint.. sorry for the long post!

Monday I went in to get my phone screen fixed since my kid cracked it . They tell me I have to replace the whole phone but it's ok I have insurance so it's $99. I ask if that's the only option they tell me yes and assure me that they will replace the exact phone ( Coral iPhone XS ) I pay it and I'm told it will be shipped to me in a day. Wed I receive the phone except it's black not coral. I call the store to ask what I should do. They tell me they can't help me because this was all through their insurance company. I call them and get disconnected multiple times then finally get ahold of someone Thursday. They say they have no record of a claim for me and it was all done via store so they have to help me. I call the store again they tell me again they can't help me but will get a manager for me to talk to , they put me on hold for 15 mins as I'm driving that direction. I decide to go in person. I walk in and 5 of them are sitting there talking to each other. No customers are in there at all. I wait for someone to acknowledge a customer has arrived. They tell me I have to wait because the person I have to talk to is making repairs on phones . Finally she comes out and tells me that she doesn't know what they can do and she will have to call her manager. Then proceeds that they have to wait to hear back from the insurance company so she'll let me know when that happens. Also tells me it's not their fault they ordered the right phone. I ask her what I should do since now my phone doesn't even let me unlock it without disabling she tells me she will call me in a day.
Fast forward to today and I call to check on status and I'm told by the "Asurion manager " that they most likely ran out of coral and that's why I got a black and nothing they can do about it , " be happy I got a working phone" also that he's seen this many times but nobody has been upset they understood and we are " in a pandemic" . I told him all they needed to do was tell me this Monday . He said it's not their fault I should read the contract for insurance " that's what he does " . I asked for a refund then and I'll send this phone back and deal with mine myself , he said nope can't refund " you already paid apple , and they aren't open cause you know we are in a pandemic" They were so unprofessional! I will never never come back to that store!

DO NOT GO TO THIS STORE!

Drive a minute to find a different one! I recommend going to Northtown (they are patient and helpful there)

At Maple Grove Sprint, STEVEN at customer service was not only very unhelpful, but extremely rude!

I get that the store busy - BUT your job in customer service is to be kind to people that are seeking your help.

do not go to this store!!!!! they are fraudulent!!!!!! without my knowledge they added a line to my account. it's a number with a different area code!!!!!! all i thought i was doing was upgrading my iphone. my i'm having to deal with it through the fraud department at sprint! i have been with sprint for 20 years; maybe it's time to switch!
i would not even give one star if i could!!!!

A promise is a promise and when you promise a repair pick up time you don't make the customer sit around for another 45 minutes.

Turnover seems high in this store, but if they spent less time talking to each other and more time with the cutomer they would have happier customers.

I went in to the store today, looking to switch from AT&T to Sprint. It took much longer than I had anticipated, but it wasn't because of Sprint, it was because of AT&T and all of their hoops I had
to jump through. Luckily Dan was the one who helped me switch carriers. He dedicated a solid hour and a half to making sure I had the best deal and was incredibly patient enough for me while I got all of the info I needed to switch over. Dan is the main reason I'm happy to have switched to Sprint. I've been in the customer service industry for about 13 years and I can honestly say that he was a true example and definition of great customer service. Keep up the great work, Dan! Thank you again!

I wish I would have seen these posts before I went to the Maple Grove Sprint store. The young man that waited on us was very nice, but the on-duty tech in the back room who looked at my phone deleted a bunch of apps and removed my screen protector without even asking my permission. That to make things worse - it didn't even fix the problem!! Then, when I asked them to replace my screen protector they told me it would cost $45 for a liquid screen protector because they do not sell the plastic ones any longer. I am so angry...getting ready to drop Sprint and go to another carrier.

Mad in Minneapolis

What a joke. Went at 10am in on Thursday. Line is 5 people deep. 58 mins before the line even moves. 2 people working up front- super slow. Most irritating part was two other employees walking around front back room t front yet never helped a customer. Come on get with the program

Two months ago I was told that my phone upgrade qualified me for a free pair of airpods. Curtis, at the Sprint store at Arbor Lakes in Maple Grove, MN, made it clear to me that for the next 12 months, a $15 charge would appear on my bill, accompanied by a $15 credit. When I noticed that the credit was not on the bill, I went back to the store today. After my first hour+ long visit, I learned that only Curtis could do anything to help me, and he wasn't working until later. In my second visit, (also about an hour) to talk to Curtis, I learned that I was in fact being compensated for the $15 monthly charge by way of two of my four lines being downgraded from unlimited plus to unlimited basic, which is $10 cheaper per line. Unfortunately, somehow only one of those lines had actually been downgraded, so it was a $10 savings, not a $20 savings. When Curtis couldn't understand that downgrading my service to a cheaper plan made my bill cheaper because I had a cheaper service, and that did not make the airpods free, as he had promised, I asked to talk to a manager. Nick came out and tried to convince me of the same asinine "logic". Boys, let me make this simple. The service on one of my lines is $10 cheaper because it was downgraded. If you fix the mistake you said was made, and downgrade a second line, that line will also be $10 cheaper. But that has nothing to do with the $15 you are charging me (for 12 months, for a total of $180) for the airpods that you told me would be free. Nick, the ASM, offered the worst excuse for customer service I have ever encountered. Instead, staring at me with a smug look on his face, refusing to let me return an unopened product (I was saving them for Christmas) and offering no soluotions. His only suggestion was for me to leave the store. I have never been treated this poorly. I will be checking out other carriers ASAP.

Avoid this store and Sprint! I've never, ever experienced such horrible customer service from any company I've ever worked with. Their sales practices are shady and deceiving, they have cost me $100-$150 more per month than I was quoted, thousands of dollars total, and although they admit that they made an error they will not correct it. The store managers apparently don't even have the authority to make adjustments to accounts. I have spent hours and hours at the store and on the phone with them to no avail. I'm now trying to close my account to switch to another carrier and am having another horrible experience.