Very poor customer service. Went to the store to activate a new line on our family acct and add a new iPhone. Due to poor customer service also very unprofessional I ended up walking out the door. It was also cheaper to go to Verizon, ended up doing everything online and got a great deal. read more

Useless and rude !!! I just dealt with the most racist jerk who claimed he was the store manager. My son is in Boulder and T-Mobile had a warranty replacement shipped to the store. As the primary , I provided my passcode, my son provided his birth certificate , and his digital Driver's License via the MyColorado app. The jerk at the store told him he wouldn't give him the phone. Those forms of ID weren't good enough. This is After he told my son he didn't have the phone at all and I had to escalate. TMobile customer support agreed this was a vile mistreatment of my son. TMobile asked for the man's name and the man refused to give it to the TMobile customer service rep !!! My son is black and was treated disrespectfully by this guy from the moment he walked in. Then, when he had to deal with "momma bear", the guy would not speak with me or divulge his name. TMobile could hear everything on speaker and was appalled at this unhinged employee!!! I will find every social outlet and consumer's advocate to complain about this alleged store manager. read more

I was blown away by the manager at T-Mobile on Arap--Susan--as a stellar person, both knowledgeable and patient beyond expectations. She spent an hour helping someone with a fifteen year old phone while also directing--with calm--two other workers and their cases. On top of this, there was a man in the store--not working with anyone--who started ranting strangely and Susan was able to let him know calmly that he was being disruptive...he left and everyone in the store felt safer. She handled it perfectly. Rith is newer and learning but positive and helpful and with top-notch people skills...the kind of person you know will succeed at whatever he does (he's in college now). It's a gem moment when you see people giving 200% effort when they don't need to...that's how it felt at T-mobile yesterday...an unexpected but much appreciated treat. read more

Knowledgeable staff. Short wait times if you go on off hours. Easy parking. Often have products in store.

I decided to swing in after having the worst experience with Xfinity. I was told by an agent on the phone about T-Mobile's Wi-Fi. I was in and out in roughly 15 minutes and all you I was told to do is go home, plug in the modem and download an app. It was really that simple.The nightmare I have been dealing with over the last week trying to get my Internet to work with another provider is an understatement. To get in and out of T-Mobile within minutes and have full Wi-Fi that all my devices very simply connect to is mind blowing. For a very small payment I now have better service than I've had in years! Highly recommend T-Mobile WiFi. The service at this location was excellent. They were very helpful. It was very quick. read more

So where do I start? I was a Sprint customer that is now merged with T-mobile. It took me several weeks to establish my new online account with the excuse given that there were "problems" with the Sprint merge. Now that I finally resolved that, I go to my 1st T-mobile bill and I found: I'm still being charged for my mother's phone, she died two years ago. I was double charged for my international plan while in Europe. After several phone calls, always routed to some place where I couldn't understand the accents, I was finally told I would have the International plan credited back because of I couldn't dial any numbers out. Nope, just charged me again. Finally, I was told that I would be credited back $100 towards my bill for the inconvenience (that's putting it nicely, each call I made took at least 1 hour). Nope, didn't happen. This is a terrible company. I was with Sprint for 30 years and they had their ups and downs but nothing close to this. read more

If I could give negative stars, I would. Horrible experience. Their employee set me up with a 14 day free trial of 3 lines. I had NO consistent reception anywhere in Boulder. I would drop a call like 5 times driving across town. So, I returned the phones within a few days. However, T-Mobile had locked up my phone numbers that I have had for 8 years!!! One of which is a business line... I missed so many client messages because of their mistake! So when I went to Verizon, they couldn't sign me up until T-Mobile released my phone numbers... I went back to T-Mobile (mind you, every visit was excruciating and I basically sat at T-Mobile on hold on a phone at a table waiting for someone, somewhere to help. Because their employees have no power to do anything, they just hand you a phone to call customer service. It's crazy.) I was running out of time, so I asked an employee to try and short cut the 2 hr "hold" I was on... He needed to get a PIN to release my lines. But he got the wrong 4 digit number!!! So I went back to Verizon and it still wouldn't work .. now it is the weekend, both Verizon and TMobile stores closed and I had to go back on Saturday. Spent all day sitting there, trying to get someone on the phone to help me... No dice. Went back again on Monday and FINALLY reached a Level 2 representative on the phone who helped me in 2 minutes flat. He said, "Gee, I wish you got me first!" Yeah, me too... So I finally got my pines switched after having no working phone for 3 days thanks to T-Mobile's ineptitude. Got switched to Verizon. Verizon was super easy, straightforward, works great. 1 month later, I get a Collections letter from TMobile saying I owed them $160 for.... What??? Wasting 3 days of my life, an entire weekend, sitting on hold with their customer service trying to fix what THEY screwed up? I didn't pay the bill. I don't care what it does to my credit. My experience with TMobile was completely insane and I will never have anything to do with them again. I have told so many people to just use Verizon or ATT. read more

Aaron at the TMobile on Arapahoe& 28th is an amazing young person, clearly committed to customer service. TMobile, please give this awesome person a raise. Any other company they apply to, they will be an asset. Aaron helped me navigate some challenging issues when my phone needed to be replaced. They did this while also providing excellent service to 2 other customers. Thank you. You are awesome. read more

These guys are as useless as their phone support and T-Mobile is taking advantage of customers. When I signed up they told me to get a business account. Now that I have this business account, they just told me in store there is zero benefit to having it, and in fact, you get penalized. Now I cannot upgrade my phone with the Apple Upgrade program because T-Mobile won't provide Apple with my information due to me being on a "business account". The unhelpful and condescending guy named Justin in store told me there is no reason for me to have this business account, and that he doesn't know why I was told to get a business account. Basically they are tricking people into this type of account so you cannot buy phones from anywhere but T-Mobile. Oh and to change to a personal account they will do a hard inquiry on my credit and I'll have to wait one month (I need the new phone now) They don't care. They don't offer any solutions. They are rude and unhelpful. I'm basically screwed. Disgusting business practices. I had T-Mobile for the international calling, but I'll be shutting it down and going elsewhere. I'm confident they could care less. read more

Great service. I worked with 4 different sellers in this store, they were all amazingly helpfull and knowledgeable. They were very patient and kind. I really was very hapy with the treatment and service I had from this store. read more

Andrew is awesome! He helped me find the best deal and got me out the door quickly even though the store was busy. The staff is super knowledgeable on the products offered and they're so patient! read more

Perfect service. Thank you for your patience and your amazing support. My son needed help transferring his data to his new phone. Very friendly group. read more

If you are looking for friendly helpful customer service, don't go to this Tmobile store. Every time I go it just turns into a bad experience. These guys are lacking some smiles and better attitude! The last time, I waited in line and the sales guy helps the person waiting behind me as if I'm not there. When I told the other sales person that eventually helped me, she said I should have confronted the other guy! Really... is that my job too, to cause a scene? I'm now with AT&T and they are helpful every time I go into any of there stores. Tmobile need to need step it up! If I were their boss, I'd fire the manager that is not setting the right example! read more

The staff here is great. If I'm actually reviewing based on the store and not like many of the preceding reviews of folks who are actually rating their experience with the company as a whole they definitely stand out in wanting to provide the best solution for you. There are a lot of new faces in the store which is hopefully indicative of the care I can expect to receive going forward. I paid a little more to switch over from AT&T but I already got my phone payment from them refunded after sending what I owed and the store helped me file for the return. Ultimately I'm saving around $40/month with the plan so paying a little extra first is nothing for the long haul. I originally visited the north Boulder location with an entirely different experience which is why I revisited my options with this location. read more

I went I to upgrade from an iPhone 8 Plus to an iPhone 12. The staff did not activate the SIM in the iPhone 12. I spent 6 hours to get my new phone to work. Very disappointe. read more

Trey screwed me around and added hundreds of dollars of things onto my account after I had told him I want to keep my same plan through a phone upgrade. Ended up having to drive back and forth to this store and another to get everything straight. Just found that my bill has been charged more than the original sale price of the phone, but they deny that there was ever a sale price. These people seem to take any opportunity to make a commissioned sale and tack on anything they can get away with. Instead of any help, blame has been placed on me and I have been outright dismissed. TMobile has been my cell service provider for more than 8 years, thought they were doing a good job, but this store and its employees maintain the notion of old school electronic sales, adding superfluous charges and gaslighting in retrospect. My suggestion, go to Superior for your T-mobile needs. read more

When I was thinking of switching to tmobile from att, I was reticent about visiting this store given the reviews. First lemme say, they are aware of the old reviews and have completely revamped the staff. Best service I have ever had at any carrier store from sprint to att to Verizon... Most helpful knowledgeable and on the ball staff I've ever had help me. Fastest service and i felt like a human. I stopped feeling that way at att long ago. Tate is the shit. He helped me with all of my request on the spot, even when I had a problem overseas, I called him directly after tmobile customer service couldn't figure it out. He did in 3 minutes. My whole family, business and now some of my friends are going tmobile. Especially because we all travel and the unlimited simple choice plans are unbeatable. Brazil, Colombia, panama, Germany... Service was stellar. Here too. Go tmobile. Go Tate. U rock read more

This review pertains to T-mobile's customer service, particularly as it relates to this store's location. I was a T-mobile customer a little while ago and, upon changing employers, was going to cancel my contract and pick up a new carrier that my company would cover the bill for. When I originally went in to ask about termination options, the person I talked to said I would only have to pay the $200 termination fee and I'd be done. I asked, any extra fees? What if it's in the middle of the cycle? No no you only have to pay the termination fee and a partial usage fee depending on when it's cancelled. Fine, fair. Easy enough. I get around to finally terminating my plan, ONE DAY into the next billing cycle, and I get charged for an entire extra month's worth. I go in to this location again, air my grievances, only to be told that no, sorry, you're screwed, the previous person you talked to lied. Eat the extra full monthly charge. In the end, it took t-mobile nearly THREE MONTHS to get my final bill to me, which required me to call them on the phone multiple times too! Steer clear of this T-mobile location as you might get screwed like I did. Extremely disappointed in the overall customer service I received and how, even after going in twice in person, it still took ages to get my final bill. Never again. read more

We changed our old plan in the store and found our rep extremely knowledgable. Actually save $30 a month over our old plan. Very happy with the service we received. read more

Went in to buy a replacement phone. The staff provided me with the best service I've gotten at a tmobile shop. They were very knowledgeable about cost and plans as well as tech savvy. I was impressed. One even knew American sign language read more

I thought I was on a 60 dollar per month Metro PCS plan and wanted to add the Amazon Prime benefit. After immense hassle...to make a long story short...I was informed that I was actually on a 50 dollar plan with a ten dollar "security bundle" option and that if I wanted the Prime benefit it would be another ten bucks per month. It took an hour just to get that information, which directly contradicts what I understood my plan to be from day of signup. I can't address anything other than my own personal experience...however, I give Metro/t-mobile a 100 percent negative rating. Really disappointing, and I plan to switch to another service at the end of this month. read more

Super helpful. Even called AT&T to find a password that I couldn't remember. Chris is the man. Service in Boulder is much better too. Recommend for sure. read more

This is for the store next to Safeway. 3325 28th Street #1 The staff provided little assistance and seem totally uninterested in helping me with a technical issue with my android. I was able to find a solution via google later that day, was so disappointed that they had so little care of my issue. I would recommend avoiding this store since they seem just interested in sales. read more

T Mobile is the worst!!! I'm not referring to a particular store, but the entire service. I upgraded my phone and changed my plan to what I was told would be 59.99 monthly unlimited talk, text and data. That's not what they charged me. I called several times and spoke to people of all levels. They all explain how they can help and how they're so sorry but nothing gets fixed. Now I get a bill with a 200.00 "migration" fee. I was told I either had to pay the 200. or return to the plan with the additional 20.00 I was never told about. I feel like I was raped...but it wasn't illegal for T Mobile. read more

Mike and Justin we're super helpful swithcing our family of 6 from ATT to T-MOBILE. We had very complicated situations with porting numbers from corporate accounts and from ATT and Mike and Justin came through. They were patient and considerate and got us exactly what we needed. I highly recommend speaking to these guys first. read more

This place is a joke! I took my iPhone in a while back because if I turned it upside down it would just turn off. The girl takes my phone and says she can't warranty it. She said she will sell me a new one. The phone was only a few weeks old so I go a different store, the person instantly says "oh that's weird let me get a new one for you" read more

I strongly discourage anyone from choosing this T-Mobile location. I went here on Black Friday to upgrade my phone and was sold on the idea that if my parents turned in their Verizon phones and joined my T-Mobile plan they would be able to save a little money. Three weeks later, T-Mobile corporate contacted me via text that the reimbursements they are waiting for totaling nearly $1000 have been denied. This is because the agents (we worked with 3 people at this location including a manager) who sold us the phones and advised us on which data plans to select based on usage, "misinformed" us. The plans my parents were sold for their phones are ineligible for the promotion. Unclear whether the staff here is predatory or inept but either way, I was scammed here and would hate others to be too. read more

Mike at this location is a hero and a champion!!!! I went into T mobile straight from an infuriating experience trying to fix my phone through Apple, on the off chance that T mobile would be able to help with the issue, as my phone is only 4 months old. Mike was super knowledgable about my options and helped me get everything figured out. Super thankful and will be going back to this location if I need to visit T mobile again! read more

The folks who work at this place are A+! Seriously, I've been in twice in the past week and they were super helpful, good natured, and professional. They greeted everyone who walked into the store and seem genuinely committed to making sure customers get the best possible service. In particular, a shoutout to Mike who has been patient and kind with my annoying phone issues. Good work, guys! read more

My experience with T-Mobile was infuriating. The in-store sales associate completely dismissed my concerns about my defective phone. I asked for a managers phone number but was told me he was not authorized to give that out, but could give me a 1-800 number to call instead. This is not the way I'd expect to be treated from a company that gets $75/month + $500 for the phone from me. I will be moving my business immediately. read more

I spent 2 hours in this store (after the inevitable wait) and after exploring all the options reached a tentative deal on 4 devices with a sales rep. We couldn't finalize everything at that time for a variety of reasons, but we had the basic framework in place. I went back on a day when her shift hadn't started yet, so I worked with the store manager. It was a disaster. Long story short is that I ended up getting the same 4 devices and a more suitable data plan for $35 less per month through the T-Mobile website. read more

Totally agree with their inconsistent level of services. Some of their sales representatives have a professional easy going personality and others have a nasty one. I had a clear hardware problem with my mobile chip card which required a replacement, the first guy I met gave me the run around to convince me that my mobile was faulty and to consider buying a new one. Nothing was wrong with my mobile because I tried my international chip card and an AT&T chip card and they both worked fine with the device. Came back to the store when I had free time after few days and I met with a different and courteous sales who simply replaced my T-Mobile chip card on the spot and it's working beautifully now. T-Mobile ought to screen their employees and hire the ones who are fit to service their customers instead of driving them away. read more

I have had t-mobile for years and paid each bill on time. I never changed numbers, but did eventually switch from contract to prepaid. Now I am getting calls from a debt collecting agency saying I've owed T-mobile $89. T-mobile has my phone number, email, and address. Why wouldn't they tell me that I owed them money, and instead mess with my credit? read more

I was a tmoble customer for 13 years. And as soon as I ended my contract they screwed me. Came up with some bogus charges and sent me to collections in less than 4 weeks. Not to mention their service is sub par. Since I've switched to AT&T my service has been twice as good. I have contacted the Better Business Bureau and they have except my complaint. My advice is stay far away from tmoble. read more

I would like to praise Michael Dillon (the store manager at 28th st location) as he is incredibly professional and competent at what he does. Best customer service! Most delightful individual! Thank you Michael for taking such good care of me! read more

T-Mobile is the WORST service EVER. I'm not talking about the particular associates who work in the store, but if you are in any way thinking about getting T-Mobile as your cell service... DON'T!!! All they will do is give you garbage phones and then offer you a "better one" WITH a new two year contract!! NEVER DO BUSINESS WITH T-MOBILE. They will never care about you...EVER. read more

Unfortunately, zero stars would characterize my experience at this store far more accurately. Someone in executive management is very confused about how clear it is to so many folks here in town that the store manager and his staff are also very confused about how and why they have paychecks. I've given this store a chance several times over the years and encountered billing problems (failed to process corporate discount) that took months to resolve due to their errors, over-charged on phones which took much time and effort to receive proper credit for, and a consistent unwillingness to offer technical assistance of anykind. I highly recommend that you bring your business to a different carrier. The plans are good. The service coverage is terrible. The 800 customer service is usually good but it can take one or two tries before you can reach a good rep. After hours, forget about it as the call centers you reach are outsourced across seas. If you decide to stay with T-Mobile try a different location. But don't take my word for it. After all, the many reviews here speak volumes about it. One unhappy customer? Maybe they had a bad day. But when you read this many bad reviews and have the experiences I've had here (I came in today due to a network failure by T-Mobile), that is not coincidence. That is bad customer service clearly established. read more

I purchased the L90 as an addition to my existing 4 lines on 10/18. My intent was to ship it to a friend in a remote area. Before shipping I attempted to make calls from my home via my wifi. Despite setting the configuration to wifi, I received the error messages indicating that only emergency calls were allowed or no cellular network was available. I contacted the T mobile help support desk and they had me try several reboots and sim card swaps without success. They then informed me that the sim card had to be replaced and I should go to the Tmobile store on Arapahoe and 28th street in Boulder to have that work done. I drove to that store and described my problem. However the store personnel could not duplicate the problem so they refused to perform the work described by the 800 support staff in their system. In the process I learned about a "never use cellular network" setting. I returned home and tried to apply that setting without any change in the result. I then drove to the Tmobile store I purchased the L90 from on Iris and 28th street in Boulder and asked them to swap the sim card. They too refused, so I asked for a refund and since the product was defective, as documented in their system, I asked them to waive the restocking fee. They refused this too. read more