We planned to switch from Verizon to T-Mobile after seeing TV promotions advertising four new iPhone 17s and payoff of our remaining Verizon balances. We spent an hour at the East Wenatchee store verifying the details and were assured it would be a better deal. On my wife's birthday, we returned to make the switch. We then spent 3-4 hours trying to get the T-Mobile app to work just to move my current phone to the new provider. T-Mobile ordered new phones for us, delivered some to our home, and claimed to have one reserved at the store--only for us to discover they had sold the phone that was supposedly reserved. When we returned to have the phones activated, the process took another 30-50 minutes. Afterward, when we reviewed the bill, the sales rep realized they could not reimburse our remaining Verizon balances and that our new monthly bill would be significantly higher than Verizon's. The sales rep then spent over an hour behind closed doors with the manager, only to return and say their best recommendation was for us to switch back to Verizon. There was no attempt to resolve the issue, no accountability, and not even an apology. We waited nearly four hours and walked away with absolutely nothing. The lack of care, professionalism, and follow-through was shocking. Do not switch. Do not trust the promotions. Do not waste your time walking through their doors. read more

They lie to get you in the door, have nothing in stock, and everything is over priced. Supervisors can't make things right as be it's better to stick with your provider. Don't make the switch. Not worth all the time. I've wasted 1 hour my first visit. 4 hours on a second b visit and 4 the third and ended up being advised by T-Mobile to switch back to Verizon. So mad and unbelievably frustrated. Worst business experience ever. read more

I went to the t mobile store in Wenatchee Washington. I had a Verizon phone. I was going to switch to t mobile. Johnathan the store manager installed a t mobile sim card in my Verizon phone. I had no phone for 2 days because of this. I went back to the store and told Johnathan I done with t mobile. I had no idea he also signed me up an account. Found out several months later when I checked my account. T mobile has been taking money out of my account. $65 a month. 785.00. then T mobile turned me into collections for $279.79 for a phone I've never had. I've been working on trying to make this right. The only reason T-Mobile is still in business is because of it's size. You have not heard the last from me. If I was you I'd find another cell phone provider read more

They take great care of us everytime we are in.. the actual corporate store in tri cities couldn't even do what they did for us... thanks Moises and company!! read more

Be very careful when you go here. This is a locally owned T-Mobile store. Not a real T-Mobile store. I was in East Wenatchee and my phone wouldn't charge. The person told me repeatedly the Jump plan did not cover a new phone. Only gave me the option to take a phone that wasn't charging to the Palouse or buy a new one. Working with real T-Mobile to rectify this. The person who waited on me is all about the sales to finance his BMW. If it doesn't sound right ask to use their phone to call corporate. read more

Considering T-Mobile? Think twice or at minimum at least go to the Wenatchee store. Avoid the East Wenatchee location at all costs. The manager Henry is the worst manager I have ever dealt with at any store my entire life. Absolutely zero empathy for the issue that originated at his store. Zero, zilch, none. T-Mobile headquarters should provide customer service retraining to him and others that do not understand that without customers he and his employees wouldn't have jobs. Common sense of course can't be taught. read more

Beware the money grubbing sales people in this store. Seriously. The minute you walk in you will be pushed to spend money and buy things you never even knew you needed. The store is commission based, so everyone there wants to sell sell sell. Even if y #1 - When you sign up for a plan they will push the most expensive phones on you. Okay, that's to be expected, but what comes next is crazy. #2 - They will add EXTRA PLANS to your products. Seriously. Especially watch out for "Fast Eddy", but they all do it. You want a single phone plan and they quote you $35 a month (plus you already know there will be hidden taxes and fees) but SURPRISE, they signed you up for premium voice mail for $10 extra a month, and a $20 warranty insurance plus they put your phone into an upgrade plan for another fee. It's insane. They also charge me extra for additional data even though where I live there is no 4g (no data at all) so I said I would never use it. Try to tell them to remove it and they suddenly have computer problems and are unable to, but they will remove these options later (after you demand it for ten minutes). SURE THEY WILL. (They never did) THE ONLY WAY to get these added "optional plans" removed was to call Tmobile headquarters. The company seems fine and very straightforward on the phone, so maybe it is just this East Wenatchee store that is so shady. #3 Set up a family plan and the sales clerk just "wouldn't feel right" letting us out of the store without buying protective cases for all the phones there. They are three times as expensive inside the Tmobile shop as they are on Amazon.com. Suddenly the female sales associate walks over and tells a harrowing tale of how she bought the exact phone you are looking at and dropped it the same day on teh concrete and destroyed the $550 phone. Boy does she wish she had bought the $40 otter box. SERIOUSLY, I am not making this stuff up. I was in there once to try to pick up a signal booster because TMOBILE signal is terrible at my house, and I heard the same lady tell the story to another customer who was buying a windows phone (mine was the Galaxy S5). WOW. They help each other out making the upsales. #4 Went to add a person to my account and they ADDED more additional fees for insurance and future upgrades. Guess what, I had to call Tmobile HQ (or you can log into the webpage) and remove the additional unwanted items. It pro-rates them for you, so I lost a couple of dollars because of the day or two I "used" the service. It's not fair and Tmobile is paying these sales people a comission for products they do not even sell. They just LIE and sneak them in. #5 One of the phones we got for our child stopped working (a Nokia $99 windows phone) and even though it is only a few months old they try very hard to upsell me to get the 12 year old a $500 phone. THey tell me the Nokia is junk, which is funny because they thought it was great when then sold it to me along with the two high end phones. After saying no about a dozen times, he calls the manager over (who tries to sell me an $150 phone) and I say I want to know if this is under warranty. About five minutes more of saying no, I don't want to get the 12 year old a newer phone since he never uses this one anyway, they tell me it is under warranty and it will only be $5 for a replacement phone. I said "Great, let's do that." I get the bill and it is $28 now. I ask what the twenty dollar fee is for and he says "That's just in case." "Just in case what?" I ask. He gets real vague and tells me it is because I did not have insurance on the old phone. I say that I don't want to spend $20 for insurance on a phone he called a piece of junk. "It's just in case," he said. "You never know." He is unable to explain the fee to me and then he gets a call from a customer he has to take, so I just leave. NOW I have to call TMOBILE HQ and find out what this fee is for and see if it is required or if the sales staff just stuck me with another "optional" fee. These guys are the worst. No matter why you come in the door they will get into your wallet. read more

I wish there was an option for zero stars. I would actually give this place like a -5. Worse worse experience ever. I decided to switch to T Mobile because I thought it would be cheaper than Verizon. After a few days of T Mobile I realized what a mistake that was. I had no cellular service in a lot of places I would go to. So I went back after a week and asked what could be done. They didn't want to help us do anything there so I had to call customer service so they would help and they did a good job and all. All was done and I no longer had T Mobile. Than a month later they decided to charge my card. I called customer service again since I didn't want to go into the store. Since my account wasn't actived anymore they couldn't do anything and they said if i went into the store they would help me out better there because they would have better access. So I had no choice but to go into the store. It just so happens to be the same guy from when I went in to cancel. He called someone and asked to change my passcode for my account and they couldn't access anything on my account. He told me he tired and couldn't help me and that it wasn't his problem to deal with. So no one was able to tell me at all why I was being charged and they couldn't refund it. Just terrible. A waste of money and time. Don't get this carrier. I'd rather pay $20 more to get a better service with Verizon. read more

T-Mobile and this store in particular have some of the WORST customer service imaginable. I drove over from Moses lake WA (1+hour drive) and wanted to convert my two prepaid accounts into a single post paid account. First I was told by a sales rep that the plan I wanted did not exist. After I convinced them to look it up, I was told I would have to wait for the store manager to setup the account. I had to wait 30 minutes for the manager to help us. Then he kept wondering off to assist his useless sales staff who didn't seem to be able to do anything on their own. Leaving my wife and I standing at the counter for 5-10 minutes at a time. After an hour and a half we were told that they couldn't port my wifes number and we would have to setup a new line all together. At that point we just said screw it, and went over to the AT&T store in Wenatchee. They were able to setup a brand new account and port our numbers over with no hassle and in less than 15 minutes. We ended up saving money to boot. Only go to this store if you enjoy being treated like second rate garbage. read more

Lousy customer service, went in to pay a bill had cash. Was told that that simple transaction would have to wait about 30 minutes. Said screw this and walked out. read more