Roxane rocks! I have had a problem with my billing since March. I've called in almost monthly maybe more and I keep getting told is going to be fixed but it hasn't been. I walked in and talked to Roxanne and she got on the phone with corporate customer service. Unlike the previous agent she read through the history and she was pointing out things that clearly made my case. I understand that there are five credits for about $750 coming through. You can be sure that this review will be removed if those credits don't show up. If this does work out I will reconsider porting my family over to T-Mobile. read more

I have been in contact with this store 3 times, was lied to about being able to trade in my device, which still hasn't happened since Tmobile has flat our refused to give me a shipping label. The most recent time was speaking with the guy named AJ, who promptly pretended to speak with his manager and flat out refused to let me speak with him since I clearly explained going down to the store was not an option for me because I work. He then promply hung up on me, which I could understand if I was yelling but I was not so yeah. For the love of god, go with verizon. Please. It is just better, it may not be cheaper but it will be much easier with then, getting help from these people when something goes wrong is like pulling teeth. read more

Christina deserves a 0 Really messed up/lost all my data. After convincing me to buy more I Cloud storage she then neglected to back it up on I Cloud Lost clients data so unable to invoice clients. She needs to go back to school. Have reported her to management. Oh and this all after I purchased a new I phone 6 s. Also spoke to the manager, " Ryan, " who was no help at all, only argued with me when I tried to explain my problem and asking for help to resolve it. Ryan said that there are no guarantees about data transfer. My thoughts are that if there is a question or a doubt regarding transfer then the client/customer must be informed. Also reported Ryan to upper management. Ryan needs an attitude adjustment and to be schooled in customer service. read more

I don't know if it's the management of this store or the way they've set up this franchise...but it is life draining going here , like dmv bad . Service is horrible and ridiculously slow. You checking to save a spot in line and get text alerts when to come in, from where you have to wait another 30-50 minutes should there be someone ahead of you. Not sure why it is this bad but they really should do something about it. I recommend online purchase and avoiding the brick and mortar in Redmond town center at all cost. read more

I like yelp says that business can't pay to have their negative reviews removed, because they can and they have. I have nothing positive to say about this store their customer service is the worst. No recommend place to do business. read more

My wife and I were wanting to switch carriers as we had a previous negative experience with a sales rep that had upsold us extra lines on our plan that for a couple who was inexperienced in purchasing plans weren't made clear on the extra charges for "free" lines that we weren't using. Now that was our fault for not reading the fine print but that caused us to go in a lot more cautious this time around when asking questions about plans. Our rep Alec and his manager Andy were very helpful, knowledgable, and most important transparent about all charges and fees. With that said it made the process of switching from Sprint to T-mobile very simple and easy. read more

When I bought my phone a year ago, I was given inadequate information, and the info was also incomplete. Every single time I go into one of these stores, the last guy is always gone, and ALL of the rules, conditions and everything are different from the last time as well. I'm getting really annoyed with it. read more

Wow...This place is HORRIBLE and I do not know how this place is even still in business! I originally went in for the 1st time to add another line to my account and also to renew my contract. The guy working there seemed nice enough if not eager to sign us up (I think they have a quota to meet) but didn't do a very great job at explaining anything. Seeing as how I just extended my contract and also added a line I had 1 upgrade available and also 1 credit towards a new phone. At the time there were no new phones that I wanted so I asked the guy helping us if we could wait until later to get a new phone or if we had to do it right then. He tells us "no you can come back whenever to get your new phones that will not be a problem". I think okay great I will wait until something I like comes out. A few months later The first thing I hear walking in is an upset customer and the first thing I see is the staff just standing around looking like they could care less. I walk around the store for a bit waiting for one of the 4 sales people to help me because I could see they had their hands full with the upset customer. Finally Barry comes over and asks how he can help me and I explain that I was in there to get the upgraded phones for my two lines. This is where the real issue begins... He explains that I do not have an upgrade available for both lines. I told him that is wrong when I originally came in the guy I was working with told me that I could come in whenever to get my new phones (Keep in mind I am not asking for anything free just for the discounted price of an upgrade) Barry said that it is not correct and that there is nothing he can do unless I know the name of the person helping me, I asked him to look up the information in the system and he then proceeds to tell me that it shows that I was never in the store and that everything that I have ever done was online. He then informs me that even if I did know the name of the guy helping me they couldn't do anything for me anyways because I was never in the store and also because I needed to call support to this issue fixed. He did not want to help me and basically told me that I needed to call support and that if I could find proof I was ever in the store then maybe he could help me....WTH! I get onto the car and call support Eric is the first person to help me and he was really friendly and while I explained everything that had happened sadly he was in tier 1 of support so there was not much he could do. He stays on the line with me for about 20 minutes on hold trying to get a hold of a Manager that could help me out. Finally when we do get a hold of a manager in support I think his name Darren/Daryl I dunno he rudely tells Eric to get off the line and he will handle this. He would not listen to a thing I was trying to say and kept interrupting me. Basically he told me that it was not his issue and that I had to take it up with the store it is not supports problem and he would not do anything end of conversation. Okay.... So I was apparently never in the TMobile store so they wouldn't help me and I never had apparently never anything done with support so they wouldn't help me! The TMobile workers in the Redmond store and TMobile Support Manger were not apologetic and extremely rude. Now because I can not find a stupid slip of paper TMobile will not do anything and I cannot file a complaint with the BBB because I have no proof. I am not signing up with TMobile again seeing as how they are so quick to literally the next day let me know that my bill was due via text and email and take my money but do nothing customer service wise. it just added insult to injury, I have not been this disappointment and disgusted with a company EVER! read more

Horrible service! I have been a customer of T-Mobile for six years and have always been pleased with service, but not this time. Ryan was the person helping me. He was rude and generally didn't care about my problem. He asked me to explain the problem to him. Halfway through my explanation he heard his cell phone ringing on the other side of the store and left to answer it without saying a word to me. Awful. read more

Oh Redmond Town Center store, how I hate thee! I come into the store yesterday and want to add a line. I need the handset ordered and shipped from a distribution center out to my sister on the east coast. Nope, that's not possible... but I can make the plan change, add a line, and let her pick up a handset at a store near her. Great - sounds good. So I do that... but then they sign me up for the wrong plan! And of course it's a more expensive plan. On top of all of that - they put insurance on the new line. I didn't ask for it, and they didn't ask me if I wanted it.... but I overheard their manager whispering to the associate to add "PHP", which I google after the fact to find out that it stands for the "Premium Handset Protection" plan. I combed the paperwork I signed and it didn't make mention of it at all. Seems borderline illegal to me. In the end, I had to go to the T-Mobile Commons store for MSFT employees, which fixed my issue in less than 5 minutes. If you are a Microsoft employee, go there. If you are not as fortunate, I would suggest finding ANY other t-mobile location. This one should not be on your list. Scanning Yelp, the Seattle location in Lake City seems to get excellent reviews. read more

Worst store ever!! I have been trying to get an answer from them for about a year! Staff there just do not care about the company they work for. Last week I finally made a decision to cancel my plan with Tmobile because of the people they have working for them in my area and guess what, I went to the store and a girl (too bad I forgot her name now) told me to go ahead and call a 1-800 number to cancel my plan. She did not took her time to cancel it for me neither tryied to convince me to stay with T mobile. Too bad! read more

I went in planning to get a Sidekick but not a data plan. Salesman was nice enough to let me know about a weird feature about the Sidekick without a data plan (loses contacts on occasion) that caused me change my mind. Kudos to him for his honesty and steering me in the right direction. read more

What a joke. Bought a S7 less than two weeks ago. It would not connect to network. Took it into this store and was told the water damage indicator was tripped and they would not touch it. Come to find out, it wasn't tripped! They don't even know what a tripped liquid indicator looks like. Hahahhhhahh. Or they do, and they just didn't want to take care of me. What's worse, the manager was on board with their incompetency. Come on guys, know your most expensive and popular products at least a little bit, so your best customers aren't alienated. read more

Had an issue while on vacation with a franchise type store in East Wenatchee. Went and spoke with David one of the store managers at the Redmond store. He was a great help in helping me get a good resolution to the issue. Couldn't be more grateful. read more

A crappy company and branch. I went there to switch my lines from ATT to T-mobile with my friend. The agent there was going to open the new lines with my address then by himself switched it and already opened with my friend details. He insisted that we should pay $75 initiation fees and he must hit a credit check. Then we learned as the new lines are pre-paid no credit check needed here and there was an offer to waive the initiation fees but we paid. Two months later I find a weird T-mobile bill come to my address, ignored it as no lines registered with my name then learned that the agent had opened lines with my name that day and cancelled them while t-mobile charging me cancellation fees for that. To give me a good reason to hate t-mobile more the company sent the $20 bill to a collection company. Contacted the customer services many times, they realized there is a mistake but guess what, we can't fix it, once they sent the bill to collection, I must pay it and whatever the collection company action done they can't control it. So yes t-mobile put my at this mess and they are don't care enough to correct or investigate it. read more

I had multiple phone issues, walked into the store, and Jon got me hooked up fast and accurately. I have to give 5 stars for Jon. Now if I could get true 4G everywhere so I could actually not get "Can't send" messages half the times I send picture texts... read more

I usually don't write yelp reviews however this one has to be told. T-Mobile experience in store and on the customer service line, has been incredibly unethical. I decided to change carriers as I felt I was paying too much for my 2 phone lines, for myself and daughter. A friend suggested I try T-Mobile, they have a program for 55+ and also said the service has really improved in regard to dropped calls and low service connections. I worked with Ben at T-Mobile nice enough guy but a sales guy. I was told I could get the 2 new phones, the apple insurance and my monthly bill would be $80 and I could set up monthly auto pay. I wanted to have this deduction taken out of my account on the 15th of the month and he said give customer service a call to set that up. All was fine I bought the phones and walked out the door. I called customer service to set up the monthly payment deduction for the 15th of every month. The customer care person said I could do the first one manually and the November bill would be set up for $80 on the 15th. About a week later I received a notice my bill was going to be $120 and taken out the beginning of November, not the agreed amount or time that I had arranged with Ben and the customer care person. I called customer service to find out what was going on... The customer care person said my bill was more like $220 and I was aghast! I could not believe how I went from an agreement of $80 now $220 then after and exhausted phone call of all the charges we were at the $80 agreed upon amount. In getting the charges taken care of the apple care was removed, she said my next bill would be $60. I was so done with the call I just agreed and expected it to be taken out on the 15th of November as she set this up while on the phone with me. She said on the 15th $60 would be deducted. A few days later my phone started to drop calls, not hold a charge and was not working well. I went in to see someone at T-Mobile, Ben was there, he said he couldn't do anything for me I would need to go to the apple store. I headed over to Bellevue to get this taken care of, waited in line to be told it would be 1.5 hours to wait for someone to look at my phone. I then went to T-Mobile at Bellevue as Ben had told me if they can't help you come back and I will take care of you. The guy at T-Mobile Bellevue said he couldn't do anything, I asked he call Ben at Redmond, they agreed nothing could be done. I've had this phone a month and completely received the worst service. I called the manager at Redmond T-Mobile, spoke to Connor Gates about the phone issue, he scheduled with Apple an appointment for the following week. I find this service to be the poorest I've ever received! I worked and was trained by the best (Nordstrom) so the bar is high and I work for a company now also giving outstanding service for customers that need and expect it selling eyewear with Rx. Still no resolution on my phone that's not working and my monthly bill was deducted on the 6th of November (not the agreed 15th) and for $110.91(not $60) so what happened???? Spent my morning dealing with the unethical behavior of T-Mobile! Bottom line is from the start of the transaction I was not given all the information, T-Mobile needs to train the sales staff to be completely transparent on what they are selling and give honest information so no surprises after walking out the door with new phones and spending an unreasonable amount of money to communicate as we have done for centuries. Best of luck to all when researching the best company to work with for phone service! read more

My sister and I got nothing other than spectacular customer service during our visit recently. Our rep was Stephanie, and she was amazing! She hooked us up with some deals we were not aware of. I have yet to receive better customer service in 6 years living in Redmond, that includes the manager and other employees who were also very attentive and personable. Very friendly, my new cell phone spot! read more

Tmobile has the worst cell service and customer service of all time! II cant even make 911 calls from my cell phone and T-Mobile wants me to pay $781.95 to cancel my 2 lines (after spending hundreds on new phones that dont work). I contacted Tmobile Corporate Headquarters and have been ignored for months. DO NOT GET TMOBILE, GO WITH VERIZON! Best decision I ever made was dropping these idiots; even if it did cost me $800. read more

I just want to start saying that maybe t-mobile don't deserve stars but this guy hamed deserves more than five for such a great service.

Alex was super helpful in getting my 4 lines transferred from AT&T and Verizon to T-Mobile. He set me up with 2 new iPhones, explained everything clearly and the whole process was much easier than I had expected. I only wonder why I waited so long to switch and save $$ with T-Mobile. I highly recommend Alex and T-Mobile. read more

Another AWFUL experience at this store. Tried to return the router my brother had on his account. They immediately said I need to send it back per customer care even though care told him to have it dropped off. After arguing with a rep and manager I left the device on the counter for them to take back as care directed me. The rep brought the router out of the store threatening to leave it on the ground and would be responsible for the money lost. After telling her and the manager it's on video of them taking it out of the store and they would be held responsible for the lost product the associate picked up the bag. Still continued to threaten me with the supposed $275 fee of it being lost. read more

I would give it 1 star but they earned 2 for the helpful experience prior to purchasing my phone and switching carriers. I have been given the runaround for the past 4 days after calling immediately after purchasing. I was worried about losing a large amount of money I had on a banking application on my old phone that I had not confirmed my identity on to be able to transfer to my new phone. I called and they told me they would be able to hold onto the phone for a day before needing to wipe it and send it back and I was ecstatic! I came back in not even 2 hours later to be told to come back in the following day because they could not locate my device. I agreed that was fine, still grateful I could get my money back and came in the following day. They still could not find it so I was told they would give me a call when they did or come in the next business day when the manager was in. I received no call so I came in the next business day to be told they wiped my phone and sent it back the previous day that I had come in and received no phone call that they found it. Now I have no proof of identity to access my money and then they had the nerve to argue with me as a security guy telling me that even had I gotten my phone that that wouldn't have proven my identity. I know very well what will and will not work. My money is now lost which was worth more than my brand new LG G5 I just purchased from them due to the fact that they could not return a phone call or communicate within themselves... read more

I am not entering this store again. I have three lines and wanted to buy 3 new phones (actually, later I decided it to be 4). We decided to pick the first one as LG G2, and wanted to get it through their monthly payment plan. The staff member wanted to sell the JUMP program to me. It's a new program T-Mobile has introduced. I did not want to buy it. So they continued to "convince" me endlessly and practically stalled the process. All the staff members in the store (except for one) decided to tell me that I was wrong, and it doesn't make sense. In short, they gave me the impression that I was stupid and didn't know how to manage my finances. They also used it interchangeably with insurance, which is in fact different. So I bought it and called T-Mobile the next day to cancel the JUMP program. All done. A week later, I decided to get another phone, so at the store I saw Lumia 635 and asked to buy it. Well, they were out of it. I decided to buy LG L90, and told them upfront that I am not taking the JUMP program and do not want to discuss it. Well, they would not give me the phone! They wouldn't say it, but they would not budge beyond discussing the JUMP program. I told the salesperson that I do not wish to discuss, is he going to give me the phone or not? His response, "well, we do want to know why you are not taking the JUMP program because we really believe in it." And so I told them that I will leave then, and then as I proceeded to walk out, they did not even once try to say that they would like to keep me as a customer. In fact, the door was locked (since it was a few mins after their closing time by now), and they came over to open the door so I could walk out without buying their phone! It all turned out good. I bought Lumia 635 from Microsoft Store at a cheaper price, and ordered L90 through T-Mobile's website which had a great deal, and I did not have to deal with those people. I guess it was good that I used the store to look at phones and didn't buy it there. I am going to buy an iPhone 6 and possibly a ChromeBook, both of which I will definitely not buy through T-Mobile's Redmond store. I am not sure how long I will stay a T-Mobile customer esp. if their other stores, such as the Bellevue Square Mall one, also started behaving this way. This store is happier losing customers than satisfying them because they know the customer better than the customer knows about themselves (e.g. that the customer needs to upgrade in a year instead of 3 years, like in my case, and that the customer will drop and break the phone the next day, etc.) And they are more content telling them they're stupid to not get the JUMP program, than actually trying to sell the devices. I have no idea how they make any profits! read more

I wish there was a negative rating for this post. This store made a major error and their manager tried to downplay and was extremely rude and did not want to admit to their mistake. Extremely dismissive and unprofessional. They do not know how to be customer friendly nor do they understand their systems and operations. As stated in other reviews Ryan needs to be fired for all his failures as a manager. read more

Customer service is non existent for this store. I ordered a sim card for my friend over the phone on Sunday and we were assured that it will arrive in 2 business days on Tuesday. A week has gone by and we still haven't received the sim card. I called T-Mobile and after spending 30 minutes and talking to 5 different people with no solution, we decided to visit the store hoping that we will get a solution. First my friend talked to the customer rep who told us that he couldn't do anything because it's ordered over the phone. We then asked to talk to the manager, Ken, hoping that maybe we will either get a refund or a replacement sim card. Ken, the store manager didn't seem to care much about the situation and just simply told us that they cannot do anything. I used to really love T-Mobile not only for their inexpensive plan but also for their excellent customer service. Somehow, this good old tradition has left the company at least from this store. read more

T Mobile has the worst coverage and the worst customer service on the planet. If I could give less stars I would. After trying to resolve my issue for 5 months, still no help. Even coming into this store will not help. The technicians are vague, unhelpful, and lack any customer empathy. Do not use this store or T Mobile for any reason. read more

Horrible experience. Wait time is ridiculously long and reps are extremely rude and not helpful. I went in to get an extra line and the rep didn't provide any information up front and was extremely rude when I asked. I think the manager and everyone in this store should be fired and replaced with another team which has some clue about customer service. I walked out and will do what I need over the phone. read more

The manager in this store need to take a customer service class! he talks down to you, an and is totally put out to have to answer any questions. I will be changing phone company's. I don't ever want to b put through kind of bad service again! To many choices to b treated like that by anyone! read more

This store has horrific customer service. It's embarrassing. They argue with you and are the laziest group of people ever. They want the customers to do all the work so they don't have to do anything. I've talked to several people who purposely drive out of their way to go to another location so they don't have to deal with them. read more

Just tell us your store hours! Either on your message or on your website!! Is that so much to ask????

Terrible customer service at this store. My husband and I were misled by a sales associate about T-Mobile's offerings when we first signed up. When we went to the store to get assistance, the people there not solve the problem, and although they said they would get in contact with someone from T-Mobile service and get back to me, they never followed up. We've had a terrible experience with this company. Also, the associate said he would put my screen protector on for me, then he put it on skewed and all messed up. The people at this store are incompetent. read more

Always a pleasant experience here. Purchased an G-Slate and it was weak, and they handled the return great. At the time of purchase they filled out the rebate form for me, and stuffed it in an envelope. While there we re-worked my plan, and saved a few bucks. read more

I'm torn. I'll give 2 out of 5 because everyone there is Horrible - That's right with a capital 'H'. They all deserve one star. Except for Jenn. My girlfriend and I came in one night and was helped by some guy that I'm happy to have forgotten his name. We were opening two lines together and although it doesn't exactly break our bank, it is still a major decision for us on what phone to purchase and what service to switch to. We left, saying that we had to think about it. He rolled his eyes and asked for our information. A couple days later, he gave us a courtesy call and at first was nice, but then again became rude. We went back and Jenn helped us out this time - she was so much more helpful and nice. When we had a question she couldn't answer, she asked her boss. We ended up not going with T-Mobile. My girlfriend gets a discount with Verizon through her school. It was very comparable, and if it weren't for the rude dude, we probably would have gone through T-Mobile. Whoever trained Jenn should train everyone else! read more

I don't know why but I have serious issues with wireless phone companies in Redmond Town Center. First Cingular, now T-mobile. It happened in the same day too. I went to T-mobile to buy a blue-tooth. I had a Nokia 7610, and at that time that phone wasn't even known in the US because for some reason we have the best of everything but the worst of cell phones here! Anyway so I walk in, and I have never seen a 7610 on anybody or at a store. I tell the girl I am looking for a blue-tooth, she asks what phone I have and I tell her and she says, actually that phone is REALLY old so we don't have anything compatible with it and you cannot find any accessories for it anywhere. I am like oh really? That's why in Europe it's selling for $500, because it's old! She kept arguing with me, I couldn't believe it! In stead of being so rude, she could have politely said that they don't have anything for this one. Period. You people need to learn to shut your mouth when you need to. Unfortunately we are all working somewhere, and if all of us were to argue with customers, we would all be unemployed. As much as I hate to say it, customer is always right! read more