Associate unwilling to listen to my concerns. I'm looking for a new iPad I'm new to T mobile and find T life confusing getting different options. The associate at this store kept trying to sell me a full retail price not listening to My questions regarding promotions. I ask what are the advantages of buying through this store vs Apple. He paused and was able to answer the question. Never to return. My suggestion to management. Train your associates on customer care and product knowledge. read more

Good customer service good service for phone would recommend also good Internet employees were very nice

This was the worst T-Mobile experience I have ever had. I have been a T-Mobile customer for about 10 years and have never had an experience like this. I wanted to upgrade my tablet, so I went into this T-Mobile store since it was close to my house. The only employee in the store was a heavy set African American lady sitting at the desk looking at her phone, she asked me what I wanted, but I could tell she was more interested in her phone then helping me. I told her I wanted the Samsung Tab S10 FE and she said that they didn't have it, they just had the S9+, so I asked her if she knew who had it, she said to try one of the experience stores or bestbuy, still looking at her phone. I asked he the difference between the S9+ and the S10 FE and she said I don't know Samsung. Isn't that her job? I got the impression she didn't want to sell anything, so I went to the corporate store on Everett Mall way and they helped me with what I needed. In fact they also did not have it, but they helped my order it and got my payments out of the way. They also told me if I needed help setting it up after I received it, just to come down and they would help. read more

I have been with t-mobile for over 20yrs and O have never been this dissatisfied with their service like I am now. I am enrolled in autopsy and the wrong payment method was used so the payment was returned and because of their mistake I was charged a $35.00 fee, and if I didn't pay it or make arrangements at that time my lines would be suspended, there was NO cooperation in removing or lowering the fee at all. Secondly I just started a new line of service and the phone I received from them was defective and needed to be replaced, they set it up where I now needed to go into a t-mobile store to pick up the phone, instead of just shipping it to my house and me sending the defective one back. They shipped the phone from the warehouse regular mail so it too 7days to be delivered, so I had to just deal with having a defective phone until 7-10business days. I would not recommend T-mobile as a cell phone carrier to anyone anymore, I am currently shopping around for a new cell phone company and leaving T-mobile as soon as possible. read more

i have been a coustmer at t-mobile a good 5yr's had alright treatment in the past; expeciasly a manager named nany***** she was super special! she was alway'skind ; and ready to fix my multipule scenarios i get in almost weekly! the remaing staff are still a reflection; of tip notch agent's that nany had put together!! all i can say is thank-you nany*you made t-mobile rock***** kurkout. read more

Bad experience. Would have gladly bought a new phone but they incorrectly told me I had insurance. I contacted the insurance company to find out I didn't -- wasting my time. The trainee is trying to learn from someone who is incapable of teaching customer service. I will find another location for sure.... read more

Love T-Mobile but this location I had a very bad experience. First came in and told them I wanted my screen protector replaced. I had the privacy screen one and I pay a monthly fee for the protection plan to have the same screen protector when it breaks unlimited. When I told them I was coming in for a screen replacement they rolled their eyes and seemed annoyed by this. When they came back from grabbing it they didn't say anything and started to assemble it. They went on about some promotions going on but it was hard to follow and it made me a little confuse. They started to ask questions that I feel like they could've maybe saw on their end which made the experience overwhelming to it me. Mid way I noticed it was a different brand and different type of screen protector. I asked them if it was the same one and they said no. I explained how I wanted the same one that I have since I get it every time at any location with no issue or extra payment. They were very short with me and said "you have to pay extra for the privacy one, my Gm told me to do this one." I didn't want to argue and had to walk away before I got more frustrated. Went to a different location and was able to get the same screen protector that I had before that I have been paying for with the plan. No issues or any questions there. Just had to have it ship to my house since it wasn't in stock. I understand that maybe there could've been some miscommunication but they didn't seem to want to take the time to explain it or go over anything with me. Never coming back to this location. read more

I was promised by an employee that my restocking fee would be waived. Once it was time to return the device, the employee quickly back pedaled and said he never said that. Speaking with the manager she informed me, "you need to learn how to read receipts" and quickly called me a liar and blamed me for the situation. She also told me, "you can and whine all you want, it won't change anything". I was trying to have a conversation about it and everyone in the store quickly accused me of lying. This has been the worst customer service experience I have ever had. The manager also informed me that I needed to speak to a corporate store, however that was also a lie to get out of the conversation. She was rude and belittling the entire time. No sense of customer service and no desire or care to help customers at all. Don't waste your time at this store. read more

First, I noticed rat traps on the walkway in front of the store. Next, as I was minding my own business on my phone for less than 5 min in front of the Tmobile store - that does not open for an hour - a bearded store employee casually dressed pops out and says I cannot stand there as it is bad for the store image. Really?? You don't even open for an hour. And honestly the heavy iron security cage work in the front windows seems far more ominous. I am in expensive Hilfiger jeans, Reeboks and a Tech company labeled jacket - and on my $300 phone in front of a Tmobile store!? What is out of place here? Is it because I am Asian and this guy is not? He says it is because they have a problem there with street people loitering out there?!? So I am a street person? Again, when was the last tine he saw a street person sporting 500$ worth of gear? And 5 minutes on the phone in front of a phone store is loitering? If there is such a bad riff-raff issue, not to mention rats, at this stripmall, seems downright hazardous to patronize it. read more

I signed up with T-mobile last month because I heard good things. For a while, I recommended T-mobile and my sister, two brothers and mother are all using T-mobile. However, this may soon change. My third trip to this location was enough. Cameron is a sales representative there and signed me up for my contract. I was billed in my first bill for $10 that I did not agree to. He was unhelpful and even rude. The other two employees (on Sunday August 9, 2015 about 5:30pm) were encouraging him. About the same time another customer stormed out angry about wasting his time. My second trip was even worse. They were helping people who came after me in line and ignoring me. My questions do not get answered and more often than not it seems better not to even go in this store. I get more help fiddling around on the T-mobile website. Sorry to say, but computers replacing human workers is not always a bad thing. Sorry T-mobile, your staff are under-trained to the point of incompetence and unwilling to help. With so many more options, there is no reason to stay and be treated this way. read more

I would recommend all current and new customers to avoid this store. Agents at this store seem to be non-responsive and at best unhelpful. I lost approximately $200 because of the salesperson there and after that I was not able to reach him. I wanted to trade-in my Iphone 5s with 6 plus. I called this store and asked for a specific color. They lied initially and told me that they had the color. When I went to the store, they convinced me to place the order through web and told me that I would receive $375 for my old phone. In reality I received only $172 dollars for my old phone, as the agent did not check my phone properly and shared the incomplete/wrong information. Had I not trusted the salesperson there and traded-in my device at some other store or sold at ebay, I would have not lost $200 on phone. Avoid this store at all cost. read more

My one word of warning for T-Mobile is to go into the store instead of call in. The sales guy on the phone was very accommodating but the people in the store here where amazing. They let me know how my account should have been set up and got our numbers ported over in a matter of seconds. Great service! read more

David at this store is amazing. He will do everything he can to help you. He is knowledgeable and wants to make sure you have a good experience. This location isn't that close to me but I'd definitely go here and to David with any issue I have. read more

I went to this store to be verified for for my business account that I had closed a year ago due to a dispute on a bill for devices that I returned to this same store. When my turn came up I asked to set up a pin so that I could verify myself through customer care. He asked why? I told him that we still had phones with them that had a network lock on them specifically that a employee owned (This employee had bought this online outright not through t-mobile). The employee took the piece of paper from me (didn't even look at my ID) and called customer care. started to list everything on the paper to the person he had called. I repeated to him that I just need the pin reset to verify when calling customer care. I had to say this 4 times when he was on the phone but he had no interest and went on with the agent on the other end of the line. He told me I could not get any phones unlocked from the Network because I did not do it before I cancelled the service. I explained to him that it is illegal . His response to me was "Its the way we do things". I said again Get me a pin number so I can contact customer care. He asked me for the pin and I told him. He wrote it down on a sticky note and attached it to my piece of paper. After he handed it back to me I turned and said to the other four customers in the store, 'and mind you there was only 2 employee's in a store maybe 500 sqft so in violation of COVID laws in WA ), and said "I had been a member of T-mobile for 20 years and this is how you will be treated if you leave the company". I then walked out of the store. When I reached the sidewalk the other employee who was in the back of the store Yelled to me saying " YOU WANT TO ACT LIKE A MAN THEN ACT LIKE A MAN. ILL TURN YOU INTO A VEGTABLE. COME ON BE A MAN" I am still in shock over this. I have never in my life had anything remotely similar happen to me. The other person said nothing to deescalate the employee. read more

DO NOT COME TO THIS LOCATION!!!! & DONT GET T-Mobile ! They don't help you in the store nor through the phone. It is terrible, the customer service here is a joke. They don't treat you like human beings. I've worked at phone company before and I know what you CAN DO & what you DON'T WANT TO DO. Miss Erin & her coworker this big male were so lovely to show me how to be treated worse than an animal. My husband and I only wanted to cancel a Hot Spot, we told them that we wanted to cancel it and they both said "You have to call customer service for that" my husband asked " you guys can't call ?" Once again they said "you have to call" which I know it is a lazy way if says I can but I don't want to, you call ok. I understood and said fine I'll call. We call and they need our pin, my husband never received a pin and I know so bc they never bothered to give him a copy of his contact or an email of the copy. The agent says to us " you must go back to the store and ask them to talk with us" can you see where this is getting ridiculous? Going back and forth when miss Erin and her coworker could have simply just called! It's not like they had a line of customers it was just my husband and I. Having us go in circles but ohh get a plan and they ever do a back flip when adding accessories & extra features! I will never ever get T-mobile & I will go out of my way to make sure all my family members & friends cancel their service with you guys. read more

i do not like T mobile, and especially this one. we went in to get a new smart phone and tried to get a free smart phone like the TV adds say and they refused us saying only one type of phone is replicable with a new Free phone, then tried to sell us a $699.00 phone. then, when we refused that they showed us a phone that was 1/3rd the price of the first one they showed us., then they tried to upsell us on a half dozen other items. In each case they tried to sell us the most expensive items in the place but when we looked around and realized it and asked them to show us something cheaper, conveniently their computers suddenly went down. we said no thanks and went to another one farther north and they also told us that they could only replace a specific brand of smart phone with the Free Phone offer. so, we went to a third store, and they also said the same thing. we finally broke down and got the items (at a much cheaper cost) at the third store. I have disliked T mobile for a long time, this experience did not change my mind they. luckily for me it was not my phone that needed replacing. read more

The first time I went to this store was a few days ago another we're super busy. When it was finally my turn the worker did not know what to do and had me talk on the phone with a customer service guy who was very nice. So I go in today and there is a guy and a girl working and it's dead. The guy tried to 'help' me but he was so condescending and rude i left and plan to go to another store. He had horrible customer service skills and I don't plan to ever return to this location due to him. read more

The staff here is amazing! They have helped me on numerous occasions and are always very helpful! I have been a T-mobile customer for years and they always make sure I'm in the loop for any promotion running so I know how to get the best deals for new devices! They also are very helpful if I have any issues with my phone and don't know how to fix it and are great at explaining my bill! I highly recommend them for all your T-mobile needs! read more

I went in to get my wife a new phone. in the end I walked out with a new tablet an iPhone 6 for my wife and a nexus 6 for me. In the end I only added 6 dollars to my monthly bill. The associates were not only helpful but fun. I do not usually give shout outs by name but Neal Brittany, Neal, and Antonia were delightful and I highly recommend them. read more

Worst customer service ever.. The girl with the Tats treated my friend so bad and she's been with T Mobile for 7 years and rather than explaining why her bill was so high made us feel dumb for her horrible explanation of why it's so high.. So glad I'm not with them but I know T Mobile has horrible customer service in general but don't go to this store.. They just wanna activate phones get their commission but when there is an issue tell you to call customer care and figure it out when her phone had been disconnected thanks lady you can go hang out with your friends later and do your job which is helping people with their phone issues read more

Awesome customer service, clean and organized store sadly the people around the outside and in the parking lot makes me hold on to my purse tighter. Have been here a few times at different times a day it's always the same. But I go back for the service read more

Before going into this store I had spoken to 2 people at the 611 T-Mobile customer service line about my iPhone just going black & not holding a charge or connecting to iTunes on the computer. Both of them told me that I would be able to go into any store and trade it out for a new phone (the same model) through a warranty claim. I went inside this location confident that 2 different people had given me the same information. 'Jake' began asking how he could help and I told him my problem and what I had been told on the phone before coming in. He almost instinctively laughed it off and said that trade ins haven't been done like that in years and that there's no way to claim the phone if the screen doesn't turn on. Confused I asked him what my options were. Immediately he tried selling me another phone and telling me how much it would be to upgrade my phone to a different newer version. This is the part that upset me, once another employee, a lady, overheard the problem, she said something along the lines of "Well according to my training we are allowed to trade if.." & then she was suddenly cut off by Jake who asked her "Well do you want to use your number then???" I'm not sure if he was referring to a special sales number employees get to track this kind of stuff but it was at this moment I felt as though he was holding back or not being honest with me? Maybe it was just lack of training but the whole situation just felt wrong and kind of sketchy. I decided not to listen to Jake even though he was persistent that absolutely nothing could be done. I went to a different T-Mobile store, the one in Mukilteo, where my issues were solved just as I was told they would be and was in and out of there within 5 minutes (THANK YOU CAM). I would definitely recommend going to a different store besides this one because not everyone seems to be on the same page here. read more