Just horrible :( takes forever to get a assistant to help with a 30-second ask. I was dropping off a phone for trade in and there were 5 assistants in the store, who immediately disappeared in the backroom, and the one in the show room made me wait for 15 min before get someone else to help me, when she could have easily grabbed the phone from me. When both of them finally decided to help, it took exactly 2 min. read more

The store at Redmond Town Center is worthless. I went in to see about a problem in getting a phone repaired or replaced as I was having trouble getting help online. They knew nothing, said they couldn't look up my account to get some simple questions answered and even said that a screen repair would cost me $50. I finally left more confused than when I started. Went back to online at a less busy time and learned that I did NOT have a $50 charge and could make the appt. Redmond clerks just stood around wide eyed, not even able to look up my T-mobile account. read more

I took my 90 year-old mother in to the Redmond Town Center location to get her a new phone, then had to exchange it the next weekend (my fault for convincing her to get one that wasn't right for her). William and Romanel were so patient, friendly, and caring throughout the exchange process, even though it was a lot of work. read more

I have been a customer since 2016 when sprint was around and then the merge with T-Mobile happen. sprint was a 5 star rating for me and T-Mobile I give 1 star----why, I can never speak to anyone it's thru a system or text and frankly it sucks plain ass. I have been reaching someone through the text for two days and no one comes on and 30 minutes goes by and still nothing (RIDICULOUS) go in a store where I live staff is very hella RUDE and your waiting for 2 hours when there is 4-5 staff in the back coming out checking and walking back with no help. I'm completely unsatisfied!! frankly lost my business as well. read more

This T-Mobile is A-M-A-Z-I-N-G!! The store was clean and tidy, very well staffed with many eager employees there to help. We went in to have our phone screens replaced, and left with Apple Watches! We had gone to the T-Mobile in Bellevue and the service was terrible there - it was very refreshing coming to the Redmond location and being supported. I cannot say enough good things! The gentleman who helped us was named Angel, he was so knowledgable and kind, and put up with all a million of my questions! I can not say enough kind words - thank you T-Mobile Redmond for the amazing service!! read more

This is a review for Anna M. Excellent customer service :) My husband decided to get me a new phone out of the blue. Please note that I have Pixel 4 (Android) with the carrier, Google Fi. My husband recommended I should get the new iPhone 14. I had a few concerns: 1. I make international calls a lot and Google Fi was the most affordable. 2. I used to travel a lot before the pandemic that I needed a carrier that will switch instantly as soon as I land in respective countries (international roaming). 3. I have my mother-in-law in my plan and wasn't sure if the transferring /adding her to a different carrier was possible. Anna is extremely professional and at the same time personable. Her knowledge is top notch. She answered every single question we asked and explained to us kindly. Please note, at the time, the store was very crowded, and she was taking care other customers too. Switching from Google Fi to T-Mobile, now that was an experience. Google Fi almost made it impossible to cancel my plan :( Let's just say Google Fi's customer service was unbelievably unprofessional. Because of Anna's professional help and knowledge, we were able to cancel it finally after an hour and a half. *Imagine doing this at home all by yourself. What a nightmare! I could not have done this without her, and I am so grateful for her professionalism. She made the whole experience pleasant, and she made her NEW customer (me) super happy. She is truly an expert :) read more

Well, there seems to be some changes in the management of this store given others' review. When I walked in and told them I have 5 lines and very complicated situation, the store manager Mike immediately took care of me. He was very professional and patient to deal with me while I was on a phone call with AT&T trying to unlock my phone because their website crap out. I have many hours of experiences dealing with different cell providers. Mike is by far the best one and the most pleasant one I have ever dealt with. He patiently explained very clearly on what I will see or get in my first and subsequent billing, what my discounts are, options I have. He also helped on migrating the old phones to the new ones in store, saved me the hassle to deal with them myself. I left the store with full satisfaction and appreciation for his service. Thanks, Mike. read more

I was a customer of T-Mobile for several years, but for a variety of reasons had to switch to another carrier. When I returned my phone, the customer service rep assured me that my account was satisfied and I had a zero balance. Two months later, I received a phone call advising me I owed nearly $200! We went back and forth a couple times and ultimately I told them I would pay the bill if they sent me an itemized invoice because my records went with the phone I returned to them. They have refused to do so and now have reported me as delinquent. read more

We went into this store a couple of times to get easy things fixed, but it seemed always like we either got the person in training or someone with no clue. This time around we had the same issue, we went into the store looking for explanation on the $30 prepaid plan and everyone adamantly told us that this is not a offer they have. We told them that we saw it online and what happened with it, the person talking to us went over to the desk area and asked someone else for advice, but they still said, T-Mobile has no such offer. They don't sell plans for such a low amount. I was slightly taken aback, since I just read the same offer online the day before. I didn't print it out to have proof, so they dismissed me and tried to sell me one of their expensive $50 per month plans. I declined and left the store. I double checked online the same afternoon and found the offer still online, we were heading towards Bellevue Square anyway the same night and went in there to ask. They looked at the online offer and said, sure, they are currently out of activation kits, but we could check back later this week and it isn't a problem to do in store. We are going to be back in the Bellevue store later this week, but how can one store be so clueless and the other was helpful, knowledgeable and had well trained staff? We will wait before we review the other store, to make sure it did work out, but at least they know about their own offers in store and online. I wouldn't recommend the Redmond store, they don't know what their own company is selling. read more

The reps in the store today were so unfriendly and unhelpful that I walked out, headed to at&t July 11, 2020. Yes, I had on my mask.

AJ is incredibly rude and unwilling to provide basic, decent, professional customer service. I went in to inquire about a trade-in deal. I politely asked a simple question about whether they could order a certain iPhone for me. He became defensive and was adamant that he could not do the transaction. I calmly told him "I understand, but I was given different information by a T-Mobile customer service rep via twitter..." and he interrupted me and clearly wanted our interaction to just be over. He would not even make eye contact. I was nothing but kind and polite and anyone else in that store at the time would be able to confirm that. I decided to call T-Mobile customer care, right there from the store, to get my questions answered since AJ was not helpful. The T-Mobile phone rep confirmed that I was correct and she asked to speak with AJ. When I gave him my phone so he could speak to her, he was also incredibly rude to her! He rolled his eyes and kept interrupting her, not even listening to what she was explaining, waving MY phone around in the air, denying everything, and saying he was unable to do the transaction. He basically hung up on her-- he stopped listening to her and gave me my phone back while she was still talking to him. As a longtime T-Mobile customer, I'm shocked at what passes for acceptable customer service at this location. Save yourself the trouble and just speak to the phone reps if possible. They are so much more kind, helpful, and willing to listen. I won't be back to this store and I would give zero stars if I could. read more

The Service provided by T-Mobile is outrageously bad. Everything about their service -- telephone (dropped calls, poor coverage), wifi internet is a total rip off and they are just in the business of making money with no sense of customer service and what is the basic expectation of a meeting the needs of a customer. Today Dec 30 2020, I have had a horrendous time working with them to cancel my home internet service for over six hours with no resolution. After speaking for hours to a service rep the phone call just drops for no rhyme or reason and I have to go to the process again. I ordered home internet service on the recommendation of a friend. The router arrived and on testing it at multiple points on the home I was getting a unbelievably pathetic 1 Mbps which is an unheard of low speed and it was impossible to continue. I went to the T-Mobile store in Redmond Town Center WA and the store rep tells me that I cannot return the device there. Then I try contacting customer service and after a two hour wait I get someone (McKenna) on the call who informs me that she cannot handle the issue and needs to forward it to some other department. Another 30 minute wait and I get someone else and after a 20 minute discussion the call abruptly ends (maybe a dropped call) but no call back from representative! The above process went for almost three times. Each time the representative does not have data from my previous call and I need to start again. In the first place how can they sell me a device which gives 1 Mbps for 50$ a month? It is not even sufficient for the lowest internet scenarios especially when kids are at home for school. In the second place, how can I not cancel in the store? It is the same company for goodness sake! The bills are showing up at the same place and being paid to the same company. Lastly even after calling and waiting on hold and awaiting on holds for 6 hours, I am getting calls dropped from a telephone company without getting a simple cancellation done. At this point I am at my wits end as how to resolve this situation and get this home internet service discontinued. read more

Been a T-Mobile customer since 1999. Hugely disappointed with the pathetic experience at the Redmond Town Center store today. There was a charge for $ 300 on my TMO bill for the month. I wanted to understand what it was. Customer Support had no clue how to help me. Me: Did the lease expire and I was charged the balance purchase price? Custoemr support: One minute let me look it up (several minutes went by, same retort) Me: I would like to find out on what date I purchased my phone. TMO Support person: Why do you need to know that? As you said the least expired. Me: All I am asking for is this basic info. If you cant provide it who can? TMO Support person (dismisingly): You can go to customer service if you want. Indeed troubling I was asked 'why' I needed to know the date of purchase. Isnt that the key indicator on which the stores personneel sell us the phone - that we can opt in for a new phone before the lease runs out? read more

In the middle of a pandemic the store manager Stephanie M at the Redmond Town Center Store refused to help my 62 year old mother with her phone. Since I live out of state and was unable to be in the store with her, they claimed they couldn't help her. They had me walk through steps to set her up as an authorized user, only to send her away anyways because she doesn't drive and didn't have her drivers license. Stephanie was rude, condescending, and wouldn't even listen to what we were trying to fix with my mother's phone. Find somewhere else to do your cell phone service! read more

Purchased a phone two days ago and after getting home to transfer my data I found out I was sold one with less memory. Tried to return it today and they wanted to charge me a restocking fee. I said it wasn't their mistake. Asked to talk to manager. No manger in all day today. You can try to come in tomorrow. Terrible customer service. read more

Their service hasn't gotten better since the last time I went in. Which was in 2016. They have a new system of texting you when it's your turn when they are busy which allows you to go out and shop while you wait. Only issue with that is the inaccuracy or the lack of knowledge on the part of the sales associate. Connor added me to the list and said it would be 45 minutes. I decide to look around the store so I would blonde what I was upgrading too. Wishing 15 minutes it was my turn I'm thankful I didn't leave with my kids under 5 in tow just to turn around & come right back. Although a different guy helped me he seemed very short & irritable with my questions rather than being willing to help being thorough. The experienced felt VERY rushed which irritated me honestly. Overall I only come here because it by my house in the summer I would venture out just not to come here. But it's winter so here I found myself. Customer service is LACKING. Y'all have to do better !!!!! Maybe hire more personable people read more

Complaint about recent activity of T-Mobile store (Redmond Town center 7325 166th Ave NE F133, Redmond, WA 98052). Broken Promise 1: In 11/27/21, when I asked am I eligible to get this rebate, T-Mobile store person (ABBY) confirmed me that my lines are eligible to qualify this rebate and asked me to pay off the phone charges to previous provider. Based on this confirmation/promise, I paid 1008$ per phone to another provider. And, I switched 2 of my mobile lines to T-Mobile. Post switching to T-Mobile, customer service rebate department called and said I will not get rebate as I got similar promotion around Jun/Jul 2020. I was told to reach out to the T-Mobile store to sort this out. I was disappointed with failed to keep the trust with customer. Broken Promise 2: In addition to 2 regular lines, I took 2 kids watches. I stopped by to store to return watches within 3 days' time of the line activated. I told them let me switch to another carrier who can give me the similar offer. I was willing to excuse not checking the eligibility before confirming to me. It is thanks giving time, few other providers had similar or better offer for phones/lines. Tmobile store manager and store person (Leo) made another promise to get the rebate by getting manual override. But they told me to wait for 1-2 months. This time it is guaranteed. This time not trusted the folks, asked them to send an email confirmation. Post 41 days of connection, I checked yesterday (1/10/2022) over email. I received the call today that we can't give rebate of 2000$. If you want, you can switch. I am planning to take this legally with TMobile store, just to add lines giving false promise and playing with customer's trust/money. Evidences: I have audio conversations with store folks and customer service and emails. My loss: 1. Another provider was paying me as bill credit of 50% of phone cost. 2. I paid 2016$ just because of this false promise. read more

T-Mobile Experience Store - Mobile Phones Near Me - Redmond, Washington

Wow, just wow! Less than 24 hours from going to this store, the new blackberry pearl replacement phone I was getting shipped from Georgia was at my front door! hooraaaaaaaayyyy! I am a creature of habit and I love my blackberry pearl. Unfortunately, one of the downsides of this phone is the trackball can get jammed, causing it to not work. I walked into this store yesterday about noon and they were pretty busy. Anna, the assistant manager, was on the phone trying to help another customer, but took a look at my phone and tried to fix the trackball. It didn't work. Since she was still on the phone for another customer, Dawnelle the other Tmobile employee called in Blackberry warranty regarding my phone, and got my new Blackberry sent to my house. And walllahh... it was here this morning! Thanks so much for getting my new phone sent to my home so quickly, and making sure customer service is the most important thing. Thank you! read more

I don't use T Mobile but I was surprised when I stopped by their store in Redmond when my son wanted to look at their plans there were much more employees there than customers, it was like 5 employees to each one Customer ...? When I go to AT&T or Verizon, it is always the opposite. so I am not sure if they have extra help or just much less customers....? overall, everyone was nice. read more

These fools are so lazy. Pretty much told me to go home and call customer service! They are just there to clock in and a paycheck. I'm glad they're wasting there life not helping anyone. Don't waste your time going here! Such a joke! read more

I agree with the negative reviews here. I will never again set foot in this tmobile store. The customer service reps are so rude. They even go as far as rolling their eyes at you. They do not know or care about solving a problem. They direct you to CALL tmobile. Question:how can you call if your phone is broken? They are untrained, unprofessional. I would just rather drive to any other location. I've complained many times to management with no improvement. read more

I live in Redmond and every time I have an issue with T-Mobile I go to the store in Town Center. It seems I'm not learning from my mistake since they never fix my problems and besides they don't know much. Last time I went few months ago for an issue related to an account I closed in 2009. Running a credit report I discovered that a collection agency was in charge of getting $55 from myself. I paid right away and went to T-Mobile store for asking clarifications. They called T-Mobile and then they told me I had to call T-Mobile by myself. I told them that I've done several time and T-Mobile customer service asked me to go to the store to show an ID and solve the issue. After some minutes they didn't solve the problem and they gave me a number to call (such a great help, isn't it). They don't care about solving an issue - they just want you to leave ASAP. Besides they are very rude and not knowledgeable. Definitely the worst T-Mobile store I've been in (I have T-Mobile since 2004 and kept it when I moved to California and back). Updates - I stopped by today - found the exactly the same unfriendly people I met last time. I put my name on the list, they told me couple of minutes of waiting. Waited for 15 and like happened before, someone who arrived later was served first. Waited 5 more minutes and finally got attention. I was looking for a SIM for my family visiting from Europe for a month. T-Mobile asked me $35 for unlimited talk and unlimited text, no data, plus $15 for the activation, which is ridiculous. I went to AT&T, ten minutes later I left the store with the SIM and the plan I was looking for (same as T-Mobile) for $33 (no activation fee). Better price and much nicer associates! read more

Two years ago ,i got an account ,that was a nice guy , nice tallking ,good service ...an i had almoat 8 phones got it in this store ,till month ago i love this store , But now every one new.thay dont know ,what they doing , everything when u asking ,they will tell you call service department , lol ,so funny , also the store manager like a homeless ,.dot know anything , dont know how to do a good service . i just wanna say ,fuck.this store ,after the my contrac i will move to some.other company , reason is i paid 800 dollars ,i bought a new phone.and cup of weeks later ,but less then 2 month ,the phone no siginal ,bttery 5 hours life time ,when.u make a phone call ,the phone will dead ,i when there ,they told me ia my problem ,lol ,and after 1 hours talk ,cause i have inaurance.and i paid 8 dollars for shipping , they send me a used phone with no bettery.,awesome , lol ,so fuck them , nother fuckers read more

The T-Mobile store in Redmond Town Center is a little nestled out of sight, and you might miss it when walking or driving by. Assuming you make it in the door, you can find a variety of phones and accessories. PROS: The staff are friendly and professional. One employee was gracious enough to even explain the complexities of a Father's Day phone deal over the phone...multiple times because I couldn't hear properly. She then told us about how to take certain deals into consideration that were not listed anywhere. Cool stuff. You can pay your phone bills here at this ATM-like thing. Insert your bill, and follow on-screen instructions - make sure you know your account number/name or other important info about your account. CONS: This is a small store, and it seems to accrue a TON of customers at random times of day. This makes it really difficult to get the aid of the employees who are too busy. You should read the fine print concerning deals where you get a "free phone" - with a deal I got, the down payment was what was actually free, then you had pay the rest monthly. Not bad, just be aware. read more

Unbelievable. I went in yesterday to learn about what Windows 8 phones they offer, and the staffperson showed me the two on display: a Nokia Lumia 810 and an 8X HTC. There was almost no information provided about the phones, no specs or anything, so I went home to research the two models, compare specs and reviews, etc. After a lot of research I decided to go with the Lumia 810, due to the poor battery life and non-replaceable battery of the HTC model. So today I went back to the store to buy the Nokia. Both floor models were still on display. The staffperson (I forget his name) seemed happy to help with my purchase, but within a minute or two he came back to say that the phone I wanted was OUT OF STOCK, being phased out, and they had no plans to restock it. If it's out of stock and they don't plan to continue to carry it, why do they display it to customers and tell them it's an option? I just wasted hours of my time researching a phone that is no longer available, not to mention a pointless trip to town, all of which could have been avoided if they had just given me accurate information up front about their available Windows 8 devices. How hard can that be?? My other complaint with them is that both guys who "helped" me were remarkably unhelpful and unknowledgeable, and seemed to have a difficult time understanding simple questions. I was also surprised to see that they had at least as many staff on duty there as they had customers. I counted seven staffpeople, while waiting and waiting and waiting for my not-very-helpful "associate" to make a minor change to my account. T-Mobile's phone & data service seem to be okay, although I don't really know how they compare to other carriers. But their customer service (both in-store and on-phone/online) and their selection of phone models are appallingly bad. I am strongly considering switching to a different carrier, even though doing so is always an immense hassle. read more

the guys here are awesome but the T-mobile payment center is terrible. If you call 877-720-5195 and luckily talk with a lady named Cindy, you will get the worst customer service ever. I opened a T-mobile account on Feb 24, and found that the signal are always so poor - I made 5 calls and experienced line break for 4 times. After having so many bad experience I stop using T-mobile service from Mar 23rd, but I found I was still charged on Mar 27th. My fault here, I didn't read the 5 pages of terms printed with cute 8pt font carefully when I open the T-mobile account and don't know they will automatically charge me on every Mar 25. So I called T-mobile and see if I can luckily get the refund since I haven't use their defective service at all. called #611 and the lady there said I can get the refund in this situation and connect me with the payment center. (The funny thing here is the line broke twice during the call with #611). I even doubt that Cindy is a robot during the conversation.. She kept saying "I'm the supervisor here and I tell you I won't give you the refund. Customer center gave you wrong information. Have a good day". I tried to communicate with her by asking several questions, however she never respond my questions and kept repeating the same sentence. After the fourth repeat she hang up and I guess there are another hundreds of customers are waiting for her to say "no no no" to them. Come on, I'm OK if I can't get the refund but can't you be a little bit more polite and professional to your customer? She makes me feel like " ha ha, we get your money, you can't get it back now, so I don't give a shit about your feedback and situation". I won't use any TMobile service from now on, not because of the refund but the special user experience and customer service I got. If I meet someone I don't like in future, I will for sure smile and tell him: "hi dude, T-mobile is awesome, you have to try it!". Seriously, T-mobile, if you want to build a good business, treat your customer better. read more

Really disappointed in the customer service here provided by Andy. He was arrogant and extremely pushy about buying extras with a demeaning and nasty tone when you decline. People have to learn to respect what customers want, that is good customer service too. Won't be coming back. read more

After the 4 months passed, they did do what they promised to do and that's why I trust this location it a GREAT CUSTOMER SERVICE. Will definitely recommend this location to everyone. read more

Jason did not call as promised. I switched to Verizon. My sister loves her phone, but guess what? After all that, no $100 rebate as promised by Sabrina. T-Mobile Customer Care says sorry to my sister, you've got to take it up with the people who sold this to you. (Incidentally T-Mobile, you really need to stop putting your stores and your Customer Care people at odds and back each other up more. Your customers are dying off in between the two of you.) My sister called Jason. He claimed he was going to call her tomorrow, saying they wait 3 weeks before calling someone (sounds like BS to me, but whatever). She said he was very nice and offered her the $50 rebate plus $50 off her next bill, and apologized again for Sabrina's behavior. So good for him. But it's still not enough to change the feeling of the overall experience. read more

This company is one reason I am running for the US Senate. They think they can rip us off and nothing will happen. Bought two phones 18 months ago and after the lease was up and they were paid for, they continue to charge the full rate and they want another 551 for the phone which no one ever told us. They told me we just had to turn in our phones and they wouldn't charge us, then they immediately charged us! When I tried to turn in the phone, suddenly my pin was no longer correct and they suddenly had no SSN on file for me, after thirteen years! Their insurance was a fraud which i found after i cracked my screen. All in all they have ripped us for thousands of dollars and they refuse to discuss anything. I have to refer this cast to the Washington State Attornery General. Stay away! Tmobile is the worst company in the world. read more

I had a great experience with T-Mobile. I just switched from Virgin Mobile last night to T-Mobile. It turns out Virgin Mobile installs their own software on phones you buy from them which prevents you from switching carriers with that phone even if you receive the unlock code. Long story short, Jarren was awesome and helped me for around 2 hours trying everything to get my phone to work. He got some help from the manager, Ryan, and another associate Samir. They were all incredibly helpful. The end result was that I had to purchase another phone through T-Mobile, however they gave me plenty of options and after their excellence in customer services and their time spent trying to make everything work, I was more than happy to purchase the phone from them. Ryan also complimented my beard, so that was nice. What I learned from this experience was: 1. Always work with Jarren if you can. 2. Never use Virgin Mobile. Thanks again, guys! read more

Please don't visit this store. I've been here several times and encountered a lot of issues: 1. I went to buy a phone for my wife. They said it would take 20 minutes, but I had to wait 1.5 hours for my turn. They even bumped someone up from the back of the line. 2. They spent about 45 minutes upselling ... even though I clearly mentioned I wasn't interested in anything else. 3. On a follow up visit for an issue with my wife's phone, they wouldn't let me make any changes stating that it was in her account.... I opened an account in my name and used my ssn and my cc, etc. but they said it was in her name and that I couldn't change anything! 4. There's this brunette lady there who has been consistently rude every single time I've been there to a point that next time I wish to give her a piece of my mind! 5. Nine out of Ten times, they will not answer calls when you call the store. 6. The lines move very very slowly because they spend time upselling! read more

I was expecting really bad service with the ratings I saw in all T-Mobile stores. I figure this one had some potential overall so I decided to visit on just an inquiry. I was lucky. I did see a couple of workers that I would have had an unfortunate experience with telling by how they treated other people but, since I did not have them, I will rate this experience on my personal transaction. Roxane assisted me right away. Even though I had exactly what I had in mind and questions to ask to make an educated decision, b-lined it straight to the phone I wanted to check out, and did all my research on line on sizes to the millimeter and functions/reviews, Roxane was there straight away being extra helpful. I noticed that no matter how negative I seemed to be on my stubborn decisions ( as I did all my research as I said ), she was patient with me and answered all my questions with the utmost detail. I was impressed. She not only helped me as an individual but didn't give up on me as I thought things through. She provided all the information I required not to miss any opportunities and actually got me sold on a phone I never thought I would get. I'm very happy with it now (3 days later) and I really want to thank her and her boss (Coby I think?) that made it happen. They really went out of their way to accommodate the phone I wanted in the color that I wanted. They even offered to drive out and get it! I am sending a couple of people your way! I saw my reps interactions with other clients and she stayed consistent to quality. I was glad that T-Mobile had workers like this as I have seen many retail specialists in the mobile industry with the utmost disgust in my history of cell phone providers. People! Remember those names and go to them if you've had bad service from others before. Also, if people seem rude, tell the manager, they seem to be pretty on it at this store. read more

T-Mobile did not honor its commitment to pay for my final bill charges from Verizon as we were promised by a salesman at this store when my wife and I switched our service over in August. We switched to T-Mobile in part because we wanted to support our hometown carrier. This despite the fact that my wife had had a very poor experience with T-Mobile many years ago and switched to another carrier. We decided to give the company another chance. My wife's mobile service contract with another carrier had expired, but I had a couple of months left on my agreement with my carrier. However, the amount was less than the $600 T-Mobile offered, according to the salesman, to cover potential transition expenses, so we decided to go ahead and make the change. I submitted copies of my two bills from Verizon during the week of September 23rd to the same salesman at the T-Mobile retail store in Redmond Town Center after paying the second Verizon bill. He assured me I would be receiving my refund in due course. I was reminded of the fact that I had not received my refund by the coincidence of seeing a Verizon ad on TV during a period of enforced idleness at home brought on by a rare heavy snowstorm that hit the Seattle area in February. I called into T-Mobile's customer service number and after considerable back and forth, the agent said the department that normally handles refunds couldn't do anything because it had been more than sixty days since we switched service. (Let me note here that the salesman said I should expect a refund after sixty days; in other words, the sixty days was a waiting period, not a time limit for submitting a claim.) I was offered a twenty-five percent partial credit applied to the bill, which I refused. The agent asked me why I had waited so long to follow-up. I told her the truth: I live a busy life and I depend on others, like the salesman at the Redmond Town Center store, to perform their jobs ethically and competently. Obviously that trust was misplaced in this instance. I wrote an email message to John Legere, the CEO of T-Mobile (John.legere@t-mobile.com), to complain and demand my full refund. I got a call from another agent, who did sweeten the offer to about one-third of what I was owed. The explanation was that T-Mobile only reimburses for charges on new equipment. After going back and forth with this person for some time, my wife said take the offer, so I did reluctantly. But the lesson is not to trust T-Mobile. read more

Much props to DEREK at the T-Mobile in Redmond Town Center for taking care of the customer!! After placing a claim for my stolen smartphone through the insurance company and subsequently having it denied, I woefully visited the T-Mobile to replace my phone- a $500 phone no less. He could have sent me back to Asurion, but having been through the drill a million times before, he already knew they would not cover the loss. He could have been an ass and charged me full price. But he didn't. He empathized with my situation and replaced my phone at the same cost as my insurance deductible, thereby securing my loyalty to T-Mobile. Thanks, Derek, you're a peach! read more

Went to go in to around 3pm today inquire about the new first responder plan since I'm a nurse and the customer service guy was rude from the beginning. He told us we, my dad and I, had to call to the T-mobile customer service number, 611, to make those changes to our account and while we were on hold I was trying to ask some questions regarding the new plan and he didn't even try to look up any of the information he just had an attitude the whole time like we were wasting his time and interrupting his day. Another rep. At the store finally chimed in as I was on hold still and said nurses do not qualify under new the plan so then I proceeded to hang up the call. After hanging up my dad had some general questions regarding his account, since he had an existing business account, and the guy continued to be rude throughout the whole rest of the time to the point he was deflecting any question we asked and was clearly trying to get rid of us and I told my dad that we should leave and just call the 611 number to ask about the plan some more and the customer service agent on the phone, Garry, was very attentive and answered any questions we had without making us feel guilty and was able to approve everything with her supervisor to allow my family and I to be included into the first responder plan. She thanked me for all that I was doing in my line of work which was much appreciated. She gave me her contact info for reference if I was to run into any issues with the new plan which was also appreciated. So thank you Garry for saving the day, you deserve all the recognition and 1,000 stars for your service. Will definitely never go to the Redmond T-mobile store again though. read more

Went in to get help switching my phone number over from Verizon. Jose was awesome and even waited cheerfully while I had to call my brother (our account manager) several times to get the info I needed to switch over. Thanks Jose! read more

Hands down, the best experience with a cell phone provider! After overpaying for Verizon Wireless for over 10 years, I said enough is enough. I went into the T-Mobile store in Redmond to see if I could keep my existing phone number if I switched service. Benjamin Moore is the associate who helped me through the entire process. He was awesome! Super friendly, explained EVERYTHING, and showed me other products I might be interested in without forcing me to buy stuff I didn't want. Not only was I able to keep my phone number, my bill is almost $50/mo cheaper than Verizon AND they are paying off the remaining balance of my almost new iPhone 7+ ($580!!). I'm blown away! Never again will I rip my hair out trying to understand Verizon's billing when T-mobile includes all taxes and fees! No hidden costs. If their cell phone service is as good as their in-store service, they have a customer for life. Thank you, Benjamin at the Redmond Store and T-Mobile! read more

Staff is (all) friendly and VERY helpful. Traveling from L.A and had a problem with a (new) phone Marc was on top of it! : ) I walked out within 30 minutes - with a renewed, more positive outlook about T-Mo employees... ...AND A REPLACEMENT PHONE THAT I LOVE : ) I reserve the right to rant about the company at a later time... : X Ask and you shall receive..... read more

GREAT service by manager Marc! He took the time to walk us through all the potential models to make sure we got the best device for our needs. We went in to get new phones and sign up for the family plan and it was painless, friendly and cost-saving! I would recommend this store and a raise for the manager, obviously very understanding to his customers, A+! read more