Going into a cell phone store is always a chore and feels like it takes the whole day. That said, I was really pleased with the customer service at the T-Mobile location on Bethel. The manager brought out cornhole for my daughters to play with while we waited. Kainoa helped me get set up with home internet without trying to sell me anything I didn't ask for. It was honestly refreshing. read more

I went to Tmobile in port orchard to talk to someone about my new service I switched to....the girl was rude , yelled at me because I said " I came here to reduce my bill, but instead it went UP" WHAT HAPPENED??? I went to upgrade my box...they said there was no cost for this. I also said...I'm paying $50 a month just for internet, and I see you have cheaper plans. I chose the $45.00 plan. And yet my bill went up. All I asked for was an explanation...and this stupid tmobile kid employee yelled at ME. All these cell companies are lying garbage..and these kid employees are morons read more

THIS is the T-Mobile retail location to go to. Not Gig Harbor; not Silverdale. Port Orchard. Bethel, next to Subway. I think the sales representative's name was Kainoa. I walked in at 7:10 PM; told him I needed an Apple Watch for my mom that very night, and in half an hour (maybe less) I was walking out with a Galaxy Watch (which he explained paired better with her phone- something another retail location had completely neglected to tell me). It wasn't like he was trying to upsell me, either- both the Apple Watch and Galaxy Watch were on a promotion. Thank you, Kainoa, for an amazingly easy transaction and excellent customer service! read more

Horrible store and the manager needs an attitude adjustment. Would never come here again for another phone or any service. Been in twice and both times were bad. I have been with Tmobile for 23 years and this store makes me want to jump to another carrier with better customer service. read more

Have employees who are interested in customer service. Went in for new phone but guy kept changing what he needed from me to make that happen. Wouldn't listen to me. read more

I have never been treated so poorly in a place of business. The young man who was acting manager when I was there behaved so reprehensibly that it has caused me, my family and anyone else I have been able to convince to discontinue our service here. Unbelievable that anyone would expect you to continue to patronize a business that would allow someone to treat it's paying customers with such disrespect. Goodbye. read more

So I needed a sim swap because mine just stopped working. Guess what happens? You can't use your phone...at all. It is simple, free and takes no time. This "assistant manager" with a ridiculous name like Baby Love or something along those lines REFUSED to do it. Even got an attitude with me about it. So I went to another T-Mobile directly after and guess what? They did it for me. If I could give this one person a review it would be negative stars. Zero help, horrible attitude and she lied about not being able to do it. I have very young children, live out in the middle of nowhere and I have no land line. I absolutely can't go without a working phone. It wasn't my fault my SIM stopped working, so grateful for the kind & logical TMobile employees at the second store I went to because I am making this review from a working phone. I will NEVER go to this store again and neither will anyone on the business account we are on. I will be doing everything I can to keep people from using this unprofessional, dishonest and rude location, FB, Yelp, X, Instagram, etc. I got nothing but time. read more

Devan helped me out with phone issues. He's very knowledgeable and made sure I was getting the biggest bang for my buck switching me from waves expensive internet to t mobiles reasonably priced internet. Basically getting phone AND internet for the price I would pay just for internet. Thank you Devan ! read more

Idk why so many bad reviews, I've had nothing but good experiences here. They were super helpful when I got my new phone and Jason was super helpful when it came to replacing my phone screen. I had a warranty and didn't realize I had to bring in the broken screen to get a new one under warranty, as I had thrown the old one away. They were very accommodating and still replaced the screen. We've been t-mobile customers for 15 years and have never had any huge issues. I've gone during the day but never had an issue with hours. They've always been helpful to me. read more

Audrey is a rockstar. Bought 2 new phones and she ported numbers from Xfinity to T-Mobile. She moved data from old phones to new ones and set up direct billing to save $10/month. By the time I left the store it was all working well on new phones. I highly recommend this store and this employee. read more

Audrey is the best! So patient and spent hours over a couple days to iron out the bugs switching my business account. All good and the other associates were always helpful in her absence.. Absolutely recommend this T-mobile store. Richard read more

Phone broke. Went in to try and get it fixed. Was refused service because I could not wear a mask. When I explained the issue they called the police for trespassing. Refusing service is a violation of state and federal laws. I will be canceling my service and moving to their competition. Customer service is deplorable. read more

Sorry to say. This place Clearly needs more staff. Don't waste your time. You'll be better off driving to a further location.

Avoid this store at all cost went to upgrade my iPhone 13 Pro Max was going to pay it off and buy a 14 promax was pretty much told I could not do that by Kyle, the T-Mobile clerk/representative. He was very rude and unprofessional and did not want to listen to what I had to say, if you have to go to the store in Silverdale or Bremerton they're a lot better I think this is my last year with T-Mobile. There is always a hassle when it comes to upgrading phones with them so please avoid this store at all cost. read more

This is the most dishonest and incompetent business I have ever dealt with. I walked into this store for the first time looking to upgrade my phone. After waiting for an hour to be helped, I was told I could get a new phone for free with a trade in. That sounded great to me so I agreed. The employee, Alyssa, tried for an hour to transfer the data from my phone to the new phone and was unsuccessful. She handed it to over to a different employee to work on it. I don't recall his name. At this time I had been in the store for 2 hours. My day was shot and I could not stay there any longer while they tried to figure this out. I asked if I could leave the phones with them and return the next morning. I told him if he could not get the data to transfer that I did not want to trade in my phone. He asked if I had another phone laying around that I could trade in and I said that I did. I asked him if he could recommend any tech stores that I could take my phone to for help in transfering my data. He gave me a couple of ideas. So I said I would return in the morning and if he could not transfer the data I would trade in a different phone as I did not want to lose all the data on my old phone. The next morning when I returned the door was locked. One of the employees in the store came over and held up a piece of paper for me to read that said they were closed for the safety of employees and customers. I shouted through the glass and asked when they would open and she said she did not know - something about Covid. I said that I needed to pick up my phone. So she went and grabbbed a bag, crack open the door and handed it to me. I asked it they were able to transfer the data and she said no. Only the new phone was in the bag so I asked where my old phone was? She said it was "in their inventory" and she could not remove it. I told her I needed it and that I brought another phone to trade in instead. She refused to give me the phone and said I could come get it when they reopened. So I trusted her and left with the new phone. I returned when they opened three days later. She told me that the phone now belonged to them and I would not get it back. I asked if I could pay for the new phone in full instead of the trade in deal so I could have my phone back but they refused. They said I was NEVER getting my phone back and they were very rude about it. I trusted them when I left both of my phones with them. They were unable to transfer the data from my old phone and were unwilling to compromise in any way. I would never have traded in my phone if I knew that I would lose all of my data forever. I had 4 years worth of pictures that I can never get back, not to mention all of the other important info that I had on there. Not only were these people incompetent and liars, but they also didn't give a damn about me, the customer. As a matter of fact, it seemed like they enjoyed screwing me over. They basically stole my phone. This was the worst customer service I have ever seen. If you must use Sprint/T-Mobile I would find another store. Avoid the Port Orchard store at all costs! read more

Terrible customer service... wish I could give it less than 1 star. Absolutely disgraceful how poorly this location is ran. Went in to get an upgrade at 6:00, but a nice little hand written note was posted on the door that they were closing at 6:00pm tonight (how convenient) normally they close at 7:00 according to their "updated" hours. All of this after going in at 2:30pm and being put on a waitlist and I'd receive a text message when it was my turn... never received a message.. wasted 2 trips in one day because of this sad excuse for a cell phone carrier store. I'll be sure to talk my way up the ladder until this reaches the CEO. read more

On May 26, 2023 I purchased a Samsung Galaxy S23 cell phone and Home Internet package from Jason Hinton (sales person) at the T-Mobile store located in Port Orchard, Washington. Until yesterday, I owned a $25 Tracfone from Walmart and my internet provider was CenturyLink with very slow upload and download mbps. Today I have the Samsung Galaxy S23 and the T-Mobile Home Internet up and running. My upload speed was tested last night and this morning at around 35 mbps, compared to 1 mbps with CenturyLink. This is 35 times faster than CenturyLink. The download speed varied depending on the time of day. Last night the speed test showed a download speed of 367 mbps compared to 11mbps with CenturyLink. This morning it slowed down to around 60 mbps, still about 6 times faster than CenturyLink. Last night it was about 35 times faster. I am extremely happy with my new phone and internet package, so much that I cancelled CenturyLink internet this morning. The cost for T-Mobile Home Internet was actually less than what I had been paying for CenturyLink the past fifteen years.....and the increase in uploading and downloading speeds is quite noticeable. All of this was set-up with Jason Hinton who went out of his way to answer all my questions. He even set up the router in the store for me, so that all I had to do was take the router home and plug it in to the wall where I had faster internet. My reception for the internet signal is excellent (4 out of 5 bars.) He also helped me by setting up my phone while in the store. Jason was very friendly, professional, knowledgeable and patient with me and I never got the feeling that he was too busy or in a rush to do something else. He took the time to answer my questions to my satisfaction and now today the phone and internet are up and running. Since I have never owned a "smart" phone before, there will be a learning curve for me but I feel that I got a good start on this path with Jason's help. Jason also indicated to me that he is always available, should I have any problems or questions about the cell phone or internet that I purchased. T-Mobile is fortunate to have Jason on their staff. He made a potentially stressful situation an enjoyable experience. I would definitely recommend T-Mobile as a service provider and the Port Orchard T-Mobile store as an excellent business to frequent. Larry Z. read more

Been sitting in the store since 10 am its now 1136 I still haven't gotten to the 1 rep working and he has only helped 1 customer and is on his second. The internet in store is also slowing down setting up people's devices it won't connect forever and when it does it drops many times. read more

Their times says they are open until 8, came straight away. It's 7pm, as the lady let one person in right before me she gives me the chopping your head off hand motion saying they were closed. Really? It's 7pm so they should have an hour left? Anyways ALL of the reviews of this business state one star, I wish I could give them less also. I'm not a number I'm a person. Customer service is dead in the US. I was a customer of AT&T for 30 years, yes 30 years. It took ONE bad customer service incident for me to leave. I'm loyal to who I do business with I expect the same from those businesses. It will be a NO brainer when my contract comes back up. All I needed was some simple customer support help. read more

These people will not talk to you or help you unless you buy something from them. They will give you the run around for hours before actually helping with a problem. the employees openly were talking about their commission checks because that's all they care about. I asked them to connect my new SIM card and they disconnected my wife's phone by accident, then disconnected mine.. took hours to straighten things out just so i could cancel my service and go back to Verizon. I have never seen a more incompetent group. When you walk in to the store you can sense the desperation of the employees wanting to make commissions off of you. This company will be out of business within the next year without a doubt. read more