This store staff is not helpful. They scapegoat corporate policy and disregard direction given by their own customer service. Don't waste your time at this location. Roll the dice and go to a different branch. read more

I went in for a return after dealing with four different customer service reps over the phone; a lead representative in store; and, the individual that I purchased the device from. Not once did anyone tell me I would have a restock fee and this is a item that I got for free and only had to pay taxes on. I asked what the restock fee was. The Insta rep told me she would have to process the return and it will give her the restock fee cost. She told me $20. I eventually had her do the return and she told me how much of a credit I was getting. I asked to see the breakdown because it did not equate to what I had calculated. She said oh the restock fee looks like it changed to $25. She restated and reconfirm that initially said $20 but somehow it changed. The gentleman that was there claimed to be the branch manager, but his demeanor did not appear to be one. Expected him to be a little bit more Service oriented and more customer focused. He was a very arrogant jerk! Very cocky. Then said they didn't have control over the cost that the computer gives them for restock fee, ignoring the fact that she told me and saw on the computer it was only $20. I would never go back here again and will never recommend anyone to the store. If I can give a negative rating I would! read more

Phenomenal service. I was in and out. Customer service agent was attentive and quick to handle my need/request!

Go here if you want to be ignored. We were there for 40 minutes waiting to talk to an associate there and completely ignored. Unsure if they expected us to stand right behind the people who were currently being helped, but I myself would have found that rude so looked at phones while waiting. The associates proceeded to help three different new groups without acknowledging us. read more

Valerie is absolutely amazing, I have never had such an amazing experience when it comes to switching phone plans, she made everything make sense and explained the promotion perfectly. read more

Boy, it seems as if you just cannot expect consistent customer service anymore. I had a great experience working with Chris Johnson who helped me out quite a bit with my new ZTE phone. Somehow, I managed to get a bad streaming tower during my initial visit and had to deal with the tech support overseas. They advised me to return the defective unit to the same place I received my initial order. I went to this same store with the bad unit and was served by the current manager Kristy. I explained the situation and she refused to take the bad unit back and screwed around for twenty minutes asking me to ship it back on my own. I was then given a receipt and that was pretty much the end. After some more wrangling, the tech support sent me a shipping tag and it finally went away after UPS shipped. Hard to see how you are going to beat Comcast with this kind of service. read more

Love T-Mobile! This one has the best employees. So knowledgeable. They took the time to transfer me from Verizon and hooked me up with all the deals. read more

Came in to this T-Mobile hoping to come out with new phones. We had been told about some deals going on and i was interested. I went in to this covington location vs. my usual (renton) location. And When we asked about the deal we previously heard about the gentleman explained a different deal and i feel wasn't hearing us out and just got fustrated and got a smart-as* attitude with us with made us immediately want to leave the store and NOT purchase ANYTHING at this particular store. I didnt catch his name but he was tall and skinny somwhere in his mid 20's blonde hair. So annoying if you don't like people just don't work in customer service it's annoying you get payed for what you do it's not like you are working for free. :-) read more

We decided to change our phones from Verizon (30+ years) & Visible to T-Mobile for better coverage where we live. Jalen T.'s customer service was exceptional! We had already gone online and decided what we wanted. He listened to what we asked for and delivered exactly that. It was quick and easy. We are 60+ and appreciate his patience and understanding. He answered all our questions and made us feel comfortable to return if we need to in the future. Thank you for the great experience! read more

Great customer service - Rick and team at this store are amazing!!!! Rick is very patient with my mother and her old school ways and was so kind!! We drove down from North Bend based on bad reviews on Yelp from a closer T-MOBILE location and definitely worth the drive!! Thanks Rick and team! read more

Unfortunately, Aaron Hulet, you were one of the individuals who was not helpful and now learning you are the store manager is even more disappointing. No, I will not be sending you an email. I've already expressed the details in my review. read more

Out of all the tmobile stores I've been too this one is one of the worst. Me and my girlfriend had had a reoccurring issue with a promotion that was promised and it seems to take 45+ minutes to accomplish nothing every time I've gone in. I've been with T-Mobile for 15 years and I'm in the process of switching to Verizon over this whole situation. It's best to avoid this location if at all possible, specially when purchasing new equipment. read more

Amazing customer service support. Always helpful and willing to go above and beyond for clientele. Highly recommend!

Came in to the store with the intent to switch to T mobile but no one would even talk to you to help. Usually in other stores someone will check you in to keep the order of folks that come into the store straight but as more people were coming in nobody in the store did anything. Left after 20 min standing against the wall. Poor customer service. read more

These folks are the bomb.com. Be kind to others and others will be kind unto you. Perhaps some of the other reviewers needed this reminder as they deal with retail employees. read more

I would rate lower for this location overall, but I wanted to give credit to Valerie Cook, who provided outstanding customer service the other day. If you visit this location, do yourself a favor and ask for her, she is worth the wait. Over the years I had been in a handful or so times and previous customer service experiences ranged from very poor to mediocre at best. Note to manager.. find more employees like Valerie and I'm sure you're sales and customer satisfaction will improve. read more

The staff at this store is above and beyond helpful. I have looked at a few of the previous ratings and feel as if they have had one bad experience or not read the papers they sign and judged the store as a whole because of it. I live in Kent and have continued to come to this store in particular because of the overall great service. In the past 5 years I have visited this store maybe a dozen times. The first was to switch to TMO. The manager there hooked me up with every discount possible. A+ for that. About 2 billing cycles later the discounts came off my bill and it went up about $40. I went back in and the manager immediately recognized me. Told me that something must have gone wrong in their system, took my phone # and told me I didn't need to wait around if I didn't want to. He called me that same day and said he took care of it with credit for the troubles . DONE as promised. About a year later and I want to get a prepaid line for my son just for emergencies. I went in there and, holy moly!, the manager called me out by name! This time one of the other reps helped me out. Long story short, for the same exact cost as my current bill she added two more equal lines onto my plan. No extra cost to me, no money out of my pocket, no TMO profit made! To boot this was all about a month before they officially offer this exact plan to the public! The rest of my visits have been to upgrade and have been an absolute delight. Every time I step into this store I really feel like they have my best interests at heart. Bottom line, any wireless store you walk into, expect some sort of wait time, expect to read what you are signing, and expect that the customer service should be exactly that... customer service. And this store delivers. read more

Worst customer service. Marcus attitude was demeaning to me. He treated me like dirt. The manager refused to talk to me. They lied about having the phone in stock and holding it. I have been a t-mobile customer for over 16 years and they didn't even care. I would not recommend going to this store for your T-Mobile needs. I finally got hold of the manager on the phone and when i told him my experience he said that i was lying and he defended his employees and started to praise them. He said i should of been kicked out of the store. I have talked to the ceo of T-Mobile and logged a complaint with him against the store. Overall the company is great to have service with. read more

Great customer service, helped me with my account and looked for my best options. Went the extra mile to find exactly what I wanted.. If you are in the area go see Lahela... read more

Terrible, waited in line for 30 minutes. Cashier and customer were just chatting it up the whole time. I wasn't even approached by an employee while they were free from any other customers and when I tried to walk up and ask for help from one they just walked away read more

We went in to get a new phone. I had two issues. 1) When we were signing an agreement, the staff explained that the "down payment " is ON TOP OF THE PHONE PRICE and doesn't actually go toward paying down the phone. What kind of "down payment" is it of it doesn't go toward the price of the phone? After a supervisor joined the conversation they finally realized down payment actually go towards paying down the phone. We realized their mistake so we didn't get screwed on price, but I am writing on here so it won't happen to others :) 2) scratches on a brand new phone The ladies who helped us buy a new phone were nice enough even with the above back and forth, until I found scratches on my brand new iPhone WHEN I WAS STILL AT THE STORE. They basically told us that it's the factory issue, not their problem, and we will need to talk to a store manager. Oh and then she added that the store manager will tell us the same thing and won't do anything about it because it's not T-Mobile's fault. Why would I be happy with my purchase of a brand new phone that already came with scratches? Instead of making it right, they blamed the factory and sent us home with a scratched phone. Since the staffs told us that even store manager wouldn't do anything about it, I am leaving a one star review :) I will go to other T-Mobile store with better reviews next time. read more

Another 5 star service reward for Josh Post! Thank you for remembering me and helping me out with the littlest details! You rock!! I am such a happy customer!!! read more

I came in store 3/25/18 for a warranty replacement I was told that it would be here by Friday well t mobile sent me a message from their 456 number telling me that the order has been processed. After that they send me another message telling me that the order has been back ordered, and they would text me again when it ships. Now it is 3/31/18 no phone no update on the phone. I call the 1800 number and they inform me the phone isn't back ordered and it has been delivered but not to my address but another address in the area. I have my husband call this store location to verify it was there and it was SINCE 3/27/18 THAT IS FOUR DAYS AGO! FOUR DAYS AGO AND NOBODY CALLED TO INFORM ME THAT MY REPLACEMENT PHONE HAD ARRIVED! So I inform the representative on the phone that it is at the Covington store she asks for permission to call them and verify and THEN proceeds to VOID IT OUT even after I told her it was at this location, now I have to wait LONGER for a replacement phone because they messed up and they offer no loner and I have been without a phone for over a week. No credits refuse to do anything to fix the situation. I will be switching to another phone company because of this. Three years with this company and they don't value you or make THIER wrongs right!! read more

Today I got a phone plan with my brother in law. An employee named Hanh helped us from beginning to end. She was professional. Funny. Personal and got everything done we needed. Had answers to all our questions and showed us such a smooth process switching over to a new phone carrier. Amazing! I thought she was the store manager with her presence and a lot of employees asking her questions. Promote this girl!! read more

I so so mad that this staff has a lack of information. The one think I said was i DO NOT WANT a bill that is surprising and extremely high so I want all the information asked a lot of questions. Well surprise I have a bill over 400$ because they lack to tell me that I will be paying for 1/2 of a month and a full month! Great! Well this is ending my time with t-mobile read more

Lets face it, the process of changing cell phone carriers & porting over your information to a new device can me confusing, time consuming, and problematic. I am writing this review to let others know about the truly positive experience I had just prior to the Fourth of July holiday with the T-Mobile Team at the Covington,WA store. I came to the store to move my business cellular service over to T-Mobile due to the high costs of data overage charges we often incurred with another major carrier. My company had been looking for a plan that offered cell phone line savings, no contract with unlimited voice, text & data, freedom to pick the cell phone you want, the option to upgrade early to a new phone as technology moves forward, and of course .....NO DATA OVERAGE CHARGES ! I found what we were looking for with help from the excellent T Mobile Team at the Covington WA store. The Manager, JP has fine tuned an outstanding sales & customer service team which includes Valerie, Jeremy, Joey, and many others. Valerie first contacted me to talk about moving my business account after switching my two kids lines over to T-Mobile about a year ago. When I came into the store just before the Fourth of July, I was concerned that it might be troublesome to get everything backed up and ported over to each employees new phone before the holiday, and before my accounting managers vacation departure to Indonesia the following Monday. JP's professional & friendly sales team rose to the challenge and worked hard to get my company set up with the best unlimited voice, text & data plan at the best pricing , and we added the latest Samsung 6 edge and Samsung Note cell phone devices. To my surprise, I even qualified to receive additional monthly discounts on the two personal cell lines I have for my kids ,as a result of opening up the new business T-Mobile account. But beyond all of this, the greatest part of this review is yet to come..... so here it is: During the in store conversion from my previous cell carrier to the T-Mobile network, I was accidentally locked out of my previous carrier's proprietary-based Cloud back up system. The manager JP spent several hours trying to resolve the lock out issues in my behalf with my previous carrier, but to no avail due to the proprietary nature of the other cell carriers Cloud back up system. The unfortunate reality was that when my phone number ported over very much earlier than expected to the T Mobile network, my previous Cloud account with over 4000 photos, approx 10,000 saved texts and documents were no longer accessible. Both JP and I spent several hours over two days trying to get the previous carrier to allow me at least temporary access to my previous Cloud account, so I could down load and save all of my many years of family photos and saved data. We were both told by my previous carrier's technical support staff that there was no longer any way to access my photos and files on my Cloud account as it was linked to my original cell number which was no longer registered on their carrier network or in there proprietary Cloud back up system. JP then came up with a an idea which allowed me to take screen shots of some of my most important photos that were still on my original cell phone , and then upload them for saving to Google Photos , which is NOT a cell carrier proprietary Cloud back up product ....so I will not loose access to my photos in the future ! JP and his talented team are a perfect example of the very best in customer care and problem resolution. I give Five Stars to the Covington T Mobile Team and huge thanks to JP and Valerie ! T Mobile advertises that it is the network built DATA STRONG (which it truly is) ; but it is also CUSTOMER SERVICE STRONG with the professional talents of these outstanding employees ! read more

It seemed to start off ok, the guy who was helping us seemed really knowledgable and friendly, even tried to give us some hook ups. Unfortunately these hookups he was ranting to us about were things he didn't know about or intend to follow through for and then blamed us for his own short comings on basic knowledge for his own job. He hooked us up with the buy one get on samsung phones and I didn't have my phone for trade in at the time and he told me he would give me two weeks to bring the phone back to port over the number. Well I work, I'm busy, I have a life; I cut it close and brought it back the day it was due back (well my boyfriend did) and he said that he never promised any of those things to us and they threw my boyfriend out of the store for getting angry at being lied to. T-mobile customer service has always sucked and I came back hoping they would redeem themselves and apparently that customer service has gotten worse, not better. Thankfully their hotline is more helpful than the know-nothings at their store and at least they are working with me and even comping me for the trouble that loser caused me. If you can find a different location for a t-mobile store (which I'm pretty sure you could; they have a location in every city) I would highly recommend you check out a different location because covington gives you nothing but pretty lies that they will never follow through on. read more

Sergio was great very helpful and knowledgeable about everything. I would recommend everybody to go to him if you need help with anything!! He is very nice read more

I've been coming to this specific location for quite a while now because I used to get fantastic service, I switch out my phones pretty much every year, and every time I would come in there was a guy that helped me out, not sure what his name is, but anyways. Last time I came in was July 15th, it was my birthday and I wanted to get a new phone. Well the service here pretty much ruined my day. We walked in and the manager asked us how they could help us, well I told her I wanted to get a new phone she said we had to wait about 15 mins. Ok, not a big deal. Once the guy came to help us out I told him what we wanted done with our line and that I wanted to pay off my old phone so I could keep it. This guy told us it was his 3rd day at work and that he needed managers help with the computer. Like that's completely fine. I understand he didn't know. Not a big deal. But the manager was so rude. I don't remember her name but she was short dark hair. She came up and pretended like we weren't there, she wasn't talking to us, but to the guy that was helping us out. She quickly blurted everything out and left. Not even sure if he got what she was saying. So it came down to them telling me that I have to pay $500 for a $700 pgone that I've been paying off for a little over a year, because they put me on a lease, without telling me anything. Their customer service went completely downhill. I wouldn't be as upset if the manager was at least a little bit nice about it. She has way too much attitude towards her customers to be a manager. I work as a manager in a customer service place I know how it is. But I also know that wen it comes down to customers you gotta suck it up and be nice to them. We've been with the company for over 6 years. It's sad to say I will be looking into switching companies. read more