T-Mobile Store won't accept my Trade-In-Phone

Clearly, this is an issue T-Mobile needs to address. I had a similar experience: received a text saying to return it to the store and when trying to do so, the store representative said, “We don’t do that here.” Showed her the text and still the same answer. What is truly odd is that when we picked up our new phones, the T-Mobile store representative was more than willing to take the old phones at that moment. When we said we wanted more time, the T-Mobile rep said we had 30 days to return the phones TO THE STORE. So it is really weird that when we tried to do as we were told not only by the text, but the store rep, the return was refused. The only reason we got new phones was because we received a text from T-Mobile stating that our old phones would eventually not function with the T-Mobile network and offered new free phones.

T-Mobile needs to be aware that if customers are having this experience at T-Mobile stores, eventually, no one will want to go to the store. I know that is the case for me. I will never go to a store again, and I will discourage all my friends and family from wasting their time by going to the store.