T-Mobile will soon allow you to pick up, trade in and return devices in stores, even if you bought online

The “Uncarrier” finally adds a functionality to its online and telesales orders that Verizon and AT&T have had for a while: offering order pickup, device exchange and returns at your local T-Mobile store. This change will likely be a blessing for T-Mobile subscribers across the country.

First detail on Reddit and independently confirmed through our sources, T-Mobile will begin offering a few new options for orders placed online and through support:

• Pick up at the store: The first new option is in-store pickup. Customers who purchase new devices online or through support will have the option of visiting a store in person to receive their device. Currently, customers must receive their devices by mail if they do not order in-store.
• Trade in your old device in store: Next comes in-store exchanges for all orders. This means that customers will be able to order a device online, receive their new device, and then bring their old trade-in to a store once their data has been transferred. This is probably the most popular change, as customers are often concerned about possible damage when sending their exchanges by post. T-Mobile offers trade-in promotions quite often, like $ 900 off the Pixel 6, and letting customers bypass the mailing process is a great move.
• Store returns: Finally, customers who have placed orders online or through support will now be able to make in-store returns. Prior to this change, customers would be required to return by courier if the order was not placed in store. T-Mobile offers a 14-day return window on device purchases.

not everyone is happy

While customers love these new changes, some employees aren’t too sure. Many users on the r / tmobile subreddit has expressed concerns as employees of the store. A commented how’s it going “Be bad from a rep’s point of view unless we are compensated or have the right to charge support costs.” They go on to say that stores in their area are already busy with wait times of up to 2 hours.

Another person claiming to be an employee commented about existing issues with in-store transactions and says they now have to deal with this issue “for a sale that I and my team haven’t even made.” Finally, a third user has simply said, “As the current rep it sucks.”

Overall, these changes appear to be excellent for the consumer. Making purchasing and complete trade-in offers easier and more convenient will only increase the company’s sales and align them with those of the competition. Hopefully the changes don’t cause a headache for T-Mobile’s frontline staff. The changes are currently expected to take effect on November 10.