Antonio and AJ were incredible! I was honestly apprehensive about leaving Verizon, as I've been with them since I got my very first cell phone. Switching carriers was a big decision for me. However, after the exceptional experience I had at this T-Mobile store, I can confidently say I will be a T-Mobile customer for life. Antonio was extremely responsive in addressing all of my needs, and there were quite a few! His calm demeanor, patience, and consistently positive attitude were truly refreshing. He took the time to listen carefully while simultaneously managing several situations, including assisting impatient and, at times, rude customers, all without ever losing his professionalism or kindness. AJ was equally outstanding. He quickly got all of the technology set up and patiently walked me through everything, making the entire process easy and stress-free. If possible, I genuinely believe both of these employees deserve a significant raise. They provided exceptional customer service and are tremendous assets to your team. Employees like Antonio and AJ are the reason customers not only switch to T-Mobile but remain loyal for years to come. read more

We've been T-Mobile customers now for six (6) months. We initiated our service via a call & spoke with Nancy. She promised us $300 in gift cards for signing up on line, and that our reward would take about 8-weeks to get to us. What a lie! We're now going on 24-months of service and still no gift cards. Initially, for the first month of service we were unable to get good reception for WiFi (internet) and we were getting the dreaded spinning circle on our electronic devises (TV, iPads & cellphones) and reception was extremely bad. Then we were told to pick up something called a Mesh unit that was to be connected to the modem which would help with reception. We made about six (6) calls to customer service for help getting the Mesh unit pointing in the best position to receive signals, and every rep had a different explanation or excuse as to why reception was so poor: Cell tower down, obstacles blocking signals, etc. For the past couple of past couple of weeks now (October) we finally get service without the spinning circle . Another issue we have is cellphone service which is supposed to be 5G. More often we're lucky to get 2-3 reception bars and usually on 4G or less. Another failure of T-Mobile. We wonder how many other customers have gone through the same issues, and be promised cash cards as gifts for joining T-Mobile, whose claim is to be the best provider of service. Are those setting up service on line pocketing the gift cards? We're still waiting..... read more

My wife and I came to upgrade our phone to the iPhone 17 pro. We were greeted right away. Edwin and the manager Antonio helped us and even helped us take advantage of a promotion. They were extremely professional and polite and I would recommend this T MOBILE store in the Federal Way area. read more

We filed an insurance claim on our sons sync up kids watch through Assurant by guidance of a T-Mobile associate and a different location and were approved to use the Jump! upgrade program to get a new one. We called the location to check stock if they had one and were told they did not. We called another location and we got put on hold while they checked stock, it took quite some time and ended up getting transferred to a different associate who did indicate they had the watch in stock. Upon arrival it was very busy, but we were greeted by the friendly Antonio. When we told him why were there, he was one who we spoke to on the phone. He apologized for the troubles and got to work resolving our issue. He explained that we could use the Jump! program, but it would end up being more expensive than using the insurance that we pay for. In the end, we got taken care of and we would highly recommend seeing Antonio at this location. He was extremely knowledgeable, friendly, and understanding of our situation. He made sure to check on all the other customers when not assisting us directly. read more

I went in today as I had just received our new I phone 15 Max and wanted to make sure that it was set up correctly. Zac & Josh were very helpful. read more

I've never left a review before but feel compelled to. I purchased an iPhone pro max under the pretense that my old phone would carry a $800 value for trade-in. When I came to complete the trade-in, I was told that was not the case that the previous associate who quoted me is mistaken. The two people who I spoke with were nice, nothing against them personally. But I think it's an inconsiderate and downright deceitful way to do business. I wouldn't have purchased this model for upgrade if it weren't for the large trade in value. And it really only bothered me that there was not even a feigned attempt to actually rectify the situation and come to some sort of compromise. Basically just, you don't have a written agreement you're screwed. Have a nice day. read more

I came in to return my phone after an upgrade and the worker Edwin was very polite and helped us return are phones. Before coming to this store we went to the one in federal way, on enchanted parkway south and they were interrupting me and weren't answering my questions. Only come to this T-Mobile store and find Edwin, he's awesome. read more

My son and I were looking to switch carriers. We worked with Steph and she was amazing! She took such good care of us and walked us through the whole process so we understood. She even stayed after closing to complete the process. Beause if her care, we're walking away happy customers. read more

Mariah! Mariah! Mariah! She has been the most knowledgeable customer service person at T-Mobile since we switched to this company almost a year ago. I have had so many issues with the 5G connectivity of my phone including three IT tickets that never got taken care of via corporate when I guess all it took was a change of SIM card. My phone, a day later, is still working like a champ with no dropped calls for once. I also got any other questions I had answered AND was able to connect and set up my Apple Watch. She is amazing and I highly recommend she gets a raise. Thank you, for restoring our faith in this company as we were so close to going back to the evil empire AKA Verizon. read more

I made an appointment with the employee (Edwin)at 6:45 pm, but when we arrived there, I wasn't even checked in, so they didn't care about us until all customers left, and we ran out of time. read more

Scott the manager here been very helpful the past two times I have been here And will come back read more

Recently my phone was stolen and had spent hours trying to place a claim with Assurant Insurance. Karm at the Federal Way T-Mobile Store was a great help. She continued until she could reach a person and would adamant and professional that we continue getting help directly from them and not the automated system. She took the stress out of the process and recognized me when I returned to set up the new phone. read more

After being a customer since 2008, I finally broke up with T-Mobile but that is where all of the fun began. I called on 5/23/2022 and spoke a "Jonathan" in Bellingham WA. I told him I was calling to cancel and close out my account. First, he laughed and said "you're kidding, right?" I said nope, I'm done please cancel. He flirted with me; told me I can't leave him because we are sooo good together. I said I appreciate your humor but I'd like to cancel now. I had been bringing up the service issues I have been having at my work address off and on for a couple of years. Thought most of the issue was because of all the construction going on in the area. Well all of that is done now and has been for almost a year. He said that if he cancels that account immediately; I would have issues with transferring my old number to my new provider. So we agreed to cancel the account on the last day of the billing cycle which was 5/25/2022. I called today because I could no longer log into my account to see the final bill. Only to be told that my account wasn't cancelled as asked and that they could cancel the account now but can't back date it. Then, I should dispute the final bill once I get it. Uh! NO! How about you do as asked the first time instead of giving me the run around! Then the woman I was transferred to told me to turn my volume up because she couldn't hear me over the noisy, unprofessional individuals sitting around her at "Tribute Tech LLC" which, I was told is also T-Mobile? I finally was sent to a supervisor who told me I just needed to dispute the final bill once I receive it. I don't want to dispute anything; just do it correctly now so I don't have to!! read more

Shitty service. Came in yesterday to switch my number to prepaid. Messed up the porting out and ended up making more confusion and also almost lost the my number I've had for 5 years. Don't go here if you want them to ruin your plan. read more

Terrible customer service. We came in to get assistance with an account, and they refused to help us. We waited, and when it was our turn, they said: "We can't help you. We have people trying to buy phones." Very terrible poor customer service, all because they want to make more commission. read more

So I have a Verizon Samsung S7 phone. I want to transfer my current T-mobile phone to the S7 and my contacts. I came into the store today, on my lunch break around 1215pm. There was an Asian gentleman that said hello how can I help you. I told him what I needed....he proceeded and said the phone wasn't unlocked and it probably won't work. He then started sending a personal text on his phone.... After a few minutes of him typing and entering info and searching on my phone, not explaining anything to me, he said it doesn't work, I have to have an S8 or better and S7 Samsung Galaxy doesn't work. Then after he gave my my phone back, he immediately picked up his phone and started texting....so rude!! I returned home later after work and looked up videos on transferring. I was able to do it just fine! This person working needs training in multiple areas! He was rude and unprofessional!!! I actually need to come back because I need my contacts transferred, but I'll be going to another location. read more

Rating this T-Mobile store one star is being generous at best. Every time I have gone in there I have met with the salesperson who does not have adequate knowledge of their products or services. I have had sales people that could not even answer simple questions about my bill. the wait to talk to a salesperson is always long and the customer service is really a joke. read more

If I could give this company zero stars I would but let me just start off with this particular location. We went into this T-Mobile location a few months back in regards to a concern we had about a newly updated phone that we had just received through a trade in promo value. For some reason this phone could not hold any sort of type of charge, we had a small itty-bitty little crack on the protective screen but not the actual physical screen in itself. The T-Mobile employees were completely disengaged and seemed very unlikely to want to attend to my partner for his problems they try to dismiss him and tell him that it wasn't their place to fix the phone that my partner needed to go to Apple in order for it to be corrected. When my partner informed him that he could not get the phone to remain charged all day and that his phone was only on for about three hours a day, they continue to dismiss him by informing him that he needed to go to Apple and there was nothing that they could do in order to replace the phone until the phone was properly fixed according to them for the cracked screen saver. When I went in there and try to bring this to their attention in the fact that they were lacking in realizing that the phone had nothing particularly wrong with it other than a faulty battery they then continue to say that there was nothing that they could do in order to trade in the phone for a proper working replacement phone until it was properly fixed. How does a protective screen cover affect the quality of a phone? Afterwords once I decided to speak with a manager. a manager said that we could purchase a new phone for the time being while we get the other phone serviced at Apple. They also did not express to us that we had a time limit in which we had to return the phone and after about a week we were informed that now we could no longer return the phone after we had spoken with the same representatives at this store and that we were stuck paying for an additional phone on our phone plan. We have two people on our phone plan but are paying for 3 phones. TMoblie also has refused to work with us when we added a phone line for a $500 trade in promo. It's been over a year and they just called us today stating that we won't receive a trade in for the actual value of the device but a $150 phone bill credit. A bill is not the device not only that but they also informed us that we would need to pay up on the remaining part of our 2 year contract on the added phone line if I wish to take my services elsewhere after I'm stuck paying off the phone outright. We never signed up for a two year contract with the added phone line. Nothing was given to us in writing stating so. So no don't recommend their company or services. A year of torture. We are planning on dropping their services and starting over at Verizon. read more

I can never be more grateful at this T-Mobile, given the fact that the management and team has and have always meet customers expectations, I went to this location because the de Moines location on pacific hwy said they wouldn't help me because they were not knowledgeable about their products and Lucia the GM at this location and her team who knew what they were doing helped me and I will keep coming back for more and new products. I appreciate the fact that people actually have the passion in what they do, and this location should be recognized for their hard work! read more

They are horrible I do not recommend T-Mobile to anyone they have screwed my plan up with Sprint had me go to them overcharging me for last 8 months and refuses to resolve the issue even though it was their problem read more

was just in the store in Federal Way and Stewart helped me and he did a fantastic job helping me and answering my questions . Thumbs Up for Stewart - Good Job . read more

Walked and there was no acknowledgment until after I gave direct eye contact. I know he felt me starring. One customer in the store. Employee Isabel had no name tag on and I had asked if that was the new thing. Being we like to see there names to have conversation with them or address anything. Manager had a attitude because I asked where the girls tag is read more

My husband and I came in to get new lines and worked closely with Giancarlo- he is AMAZING! Definitely ask for him if you're coming in person. Despite our line changing situation being complex and multilayered, Giancarlo was so patient and helpful throughout the whole process. We greatly appreciate him and how he manages this location! Fantastic manager and we will definitely recommend this location to friends and family. Thanks again read more

Went in today to transfer plan/service to T-Mobile & was greeted immediately at the door with a big smile. Edis was extremely patient and knowledgeable. He made the experience so easy and comfortable that I'd recommend T-Mobile to everyone. He's a great rep for this company. read more

Giancarlo was very efficient in providing me with exceptional customer service! He took the time to listen to my complaints and found out that there was a mistake in the information I have received before. He took ownership of the problem & came back with a solution within 24 hours! I will definitely recommend him & this store to everyone! Thank you for your assistance! read more

T-Mobile scam: imposes contract stipulations while touting a no contract facade: I started paying for my iPhone 6 Plus through T-Mobile in September of 2016 while already being a monthly customer for a wireless phone plan. Because T-Mobile advertises their merchandise and plans under a no contract platform, I was informed that my iPhone was "unlocked" when I agreed to purchase it and make monthly payments in an installment plan. On January 11, 2017, I went into the Federal Way, WA T-Mobile store location and spoke to a representative about paying off my entire device. I paid T-Mobile 593.74 USD on the evening of January 11, 2017 and the representative informed me on how to unlock my device. They said I would have to call customer service and do it over the phone because they couldn't do it in the store. I called customer service while I was in the store and the representative on the phone told me I would receive an email providing the steps to unlock my phone. I called customer service four times that evening because I never received the email they said they sent. (Mich L. Employee ID 1242611 told me on the phone that he's not sure why I'm not receiving any email and he wasn't sure why T-Mobile was not unlocking my phone and to try again in 24 hours). Mich L. finally sent me the instructions in a text message. I tried going through the steps and inserted a new SIM card into my phone and was still unsuccessful in unlocking my phone. The store representative instructed me to pay my last monthly bill of 115.00 and I inquired why I was paying that much when part of that bill was due to the cost of the phone which I had paid in full that vey night. My last monthly bill should be 70.00 cheaper. The representative at the T-Mobile store said it was just the way things were done and I needed to go on paying 115.00 for that last month of service before switching to another carrier. He also told me that it was up to the discretion of APPLE company to unlock my iPhone device and now that I had paid off the device in full, there should be no problem. When I returned home I called T-Mobile customer service once again and asked them what my monthly bill was for the billing cycle that had a deadline of January 23 to be paid. The representative adjusted my due balance as 83.11 which was correct because I paid off my device in full. The store representative gave me incorrect information. I immediately paid the amount of 83.11 to close my account and pay my balance. I now have a balance of 0.00 and my account should have been closed but T-Mobile refuses to unlock my iPhone. On January 12,2017 I called an APPLE representative (Senior Advisor Supervisor Valneka) (vpearman@apple.com) (phone: 1-877-203-0418 ext. 1168957) and this APPLE SUPERVISOR told me that it was NEVER at APPLE company's discretion to unlock any device and it was 100% the discretion of the carrier (T-Mobile) to unlock a customer's device. Supervisor Valneka then called T-Mobile in a three way consultation at 3pm. We got T-Mobile's Supervisor Chris (ID # 227606) on the line and asked him why my phone was still unlocked after 24 hours. Chris informed both APPLE supervisor and I that my phone had been unlocked since 12pm that afternoon on January 12, 2017. He also informed us that there was an override on this unlock. I'm not sure what that means. After getting off the phone I tried to use my new SIM card and once again was unable to use my device with another carrier. That same evening, I received an automated message from T-Mobile that stated: T-Mobile Sim Unlock Request Sim Unlock Reference: 11216405 IMEI: 355735072320338 Thank you for taking the time to contact T-Mobile. We have received your SIM Unlock Request. Unfortunately, this subscriber is not eligible to receive the unlock code at this time. In order to be eligible, the IMEI must have usage by the mobile number requesting the unlock code and the account must have a minimum of two monthly service payments since first use of requested device. Thank You, Customer Service T-Mobile USA, Inc. This is a scam. My phone is an unlocked phone and there is no contract stipulating otherwise. After paying almost 600.00 USD to T-Mobile for this phone I am unable to use it because T-Mobile refuses to unlock my phone. On January 13, 2017 at 2pm APPLE supervisor VALNEKA called me to ask for an update and I told her that I received this email from T-Mobile that informed me my device was now ineligible for an unlock. I forwarded the email I received from T-Mobile to Valneka. She told me to contact consumer affairs and The BBB. Sent from my iPhone read more

When I arrived to the store I felt as if i was bothering the worker and I felt as if I made him go out his way to do his job. He checked the inventory and didn't have what I was going to purchase, I asked if he knew if it was in stock at a different location and he said he couldn't check. When I walked out I noticed he didn't help me because he was trying to leave. Where's the customer service? read more

Unbelievable; I took my niece to transfer her iPhone to her new one or possibly upgrade. There was no greetings till 15min later that we had arrived. (From the store manger) the women that I had been waiting for approached us and said that they couldn't do any phone transfers or upgrades after 7:30 or 8 because they closed. I was so irritated because we had been waiting for a while and the store manger asked us what we needed help on AND DIDNT Inform us about the after 7:30 they don't do transfers. Luccia is the women who helped us order a new iPhone from the Insurance and was amazing! Great customer service, multitasker, & with an out standing personality. Everyone else it's just clueless about what they are doing and Carless about their job like the MANGER . read more

I bought a phone at Best Buy and a T-Mobile employee helped me transfer all my info over to my new phone, later I had to return the phone to Best Buy because it was defective so I came back with my new phone after returning that one and they helped me transfer all my information over again. The employees were so nice and Incredibly helpful I love being with T-Mobile I have had them ever since I had a my first cell phone in 1999 when they were voicestream read more