We had a simply great experience with the guys at T-Mobile (3030 E State Route 69 STE B Prescott AZ : David Butler and Mauricio Holgun. Had been putting it off and were so impressed with how well they walked us through updating both my and my husband's phone. Highly recommend this place and these guys! read more

Great customer service from the team here in Prescott Valley! Got me what I needed and the Fiber internet is awesome!

We love our T-Mobile family! Always super friendly, helpful and knowledgeable! Sweet treats as a thank you! read more

T-Mobile Authorized Retailer - Cookie - Mobile Phones Near Me - Prescott Valley, Arizona

I've been a T-Mobile customer for over 25 years, (Since it was Aerial) I went to this T-Moble store to have a screen protector changed on my wife's phone. The manager said it wasn't covered. I contacted T-Mobile, got a company representative on the phone, explained the problem and she said it was covered and requested to speak with the manager. The phone was on speaker and the manager was told it was covered. The manager got in an argument with the representative about the computer system information and was down right rude !!! The manager then told me to go to a company store if I wanted it fixed, she wasn't going to do it even it was covered according to the company. I told her I wouldn't be back to this store, this was the 2nd incident I've had with this location's employees. She said that was not her problem. A store manager that argues with the parent company representative is not customer friendly !!! read more

The people who work in this location are rude and unhelpful. Their first response to a problem about my phone is always, well you can buy a new phone. This does not instill confidence in T Mobile so I guess it is time to change servers and speak to all those whom I can influence. Avoid this store, especially if you are older and don't want to be talked down to! read more

Had trouble with my I Phone 13 today, it would not power up. Tried numerous times with negative results. I took my phone to Team Mobile in Prescott Valley. April immediately started working on my phone, and it only took her a few minutes to identify and fix the problem. April is definitely an asset as a Team Mobile employee. She was friendly, courteous and interesting in my problem. Great Service April. read more

Absolutely great customer service. A very large selection of phones to choose from. Much better service I received that I did with the competition read more

today I visited try his location to terminate the two lines I had with TMOBILE per a conversation with Corporate Customer Care. Audrey, the representative at the PV location told me they could not do the transaction. I explained that Customer Care told me to come into the brick and mortar location. again Audrey tells me it can't be done. I phoned Customer Care and lo and behold wad told I needed to go to a TMobile store. April graciously stepped in and provided the magic codes needed to terminate my two lines. No comment from Audrey let alone an apology, sorry for the confusion. Audrey's parting words .... I was rude. if you're looking for a business where the "customer is always wrong" visit with Audrey at this location. she's a great spokesperson for Verizon. . read more

My husband and I switched from Verizon, which we had for over 20 years, to T-Mobile. They were offering a deal where we could get 2 new iPhone 13 Pro Max's, 2 I-Watches and home internet for a little less then what we were paying for our Verizon and we could get new phones, watches and home Internet! Well, be aware when the deal sounds too good to be true, as it was! When we purchased these items in the store on 69, the salesman, Lathan, said that we were on the border of 5G where we live in Prescott Valley, and perhaps we could even get 6G on occasion! Wow, sounds great, right? Well, we had nothing but problems! I have never had in 20+ years with Verizon anyone on the phone say "I can't hear you, you are cutting out." But that's all I heard on the T-Mobile program with phone conversations. Also, the TV modem was horrible. We had nothing but buffering, blurry picture, and slow downloading with streaming and internet. We have exceptional device capabilities. Long story short, we wound up contacting a supervisor with T-Mobile. When she researched the area where we live, she commented that they only had two towers in our area and that they were not complete yet and that is why we were experiencing such slow service, which was confirmed with the "Speed Test" app that I had downloaded, which was only over the 35 minimum once after multiple testings. She agreed that we should have a full refund of all the products we had purchased, since we had been misrepresented to as far as signal/tower strength and availability, and she spoke directly with the store manager, Levi, at the 69 location. When we went back to the store there on Highway 69 to return our purchases, the manager, Levi, would not even come in from the back room to talk with us and left the return responsibility to another sales representative, which felt like, to us, a lack of handling responsibility on his part. Although Lathan had said originally at time of purchase that we were on the border of 5G and even some 6G initially, their tune changed upon returning to the store for the return/refund. They then said "We have no knowledge of anything to do with the tower operations or strengths, that is something we don't handle." IF that is in fact the case, then properly represent that to the potential customer so they can make a decision with full knowledge of tower inadequacies with T-Mobile at this time. Needless to say I will NEVER consider T-Mobile in future. read more

I was having issues with my phone and looking to upgrade... as I walked in there was a pungent marijuana smell in the air... two females working... one said to another waiting customer "our hours are changed because we are the ONLY two trained employees !" I finally got to talk to one of the employees who proceeded to tell me she had "no idea" why my phone was having issues ... then could not pull up my account because "THAT AREA HAS TERRIBLE CELL SERVICE !" (A cell phone company !)... she asked me to come back in an hour or two and MAYBE the cell service would be better !!!!???? Really makes me want to keep T-Mobile service knowing HOW BAD their cell SERVICE and EMPLOYEE SERVICE is ! read more

If you like being told alternative facts time and time again, get lousy service, then T-Mobile Home Internet is just for you! I was looking for a dependable, high-speed internet provider in a rural-ish (Cordes Lakes, AZ) location and T-Mobile seemed like they had a good plan. When I picked up the equipment, I was told I would be getting over 150 Mbps. Initially I wasn't getting near that much unless it was the middle of the night. I called several times to complain when my internet speed was less than 1 Mbps. That occurred often, especially evenings and weekends when a movie would not stream at all. I installed an external antenna and that helped somewhat. T-Mobile finally got a new transmission tower online but they had frequent periods of poor service and I had to reboot my modem several times per week. Each time I call to complain, the T-Mobile reps were very nice although not all were very knowledgeable. Finally, I got fed up with abysmal service and cancelled my service. I was told I could either take the phone to a UPS drop-off or to the T-Mobile store in Prescott Valley. The two females in the store said they refuse to take the modem and I needed to drop it at UPS. Once again I called T-Mobile for assistance and was told "some T-Mobile stores refuse to take back modems". I have switched to Verizon Home Internet and, although they throttle the service to around 50 Mbps down and 6 Mbps up, the signal is extremely consistent. The modem was extremely easy to set up I didn't need an external antenna. My recommendation is to do your homework on the various providers in your area. T-Mobile will never see another dime from me! Stay away from Prescott Valley, AZ T-Mobile. read more

The store in Prescott, AZ is horrible. One star is too much they should get negative stars. Incompetent, clueless, employees at this location. My son, who is on my account, tried to turn in a jump on demand phone when the lease was up. They would not accept it and said he had to mail it and must print a label from the account online. He told them ok and went to do so. He was unable to find the label on the online account and called me. I logon to the T-mobile account from home was unable to find or print a label. I called the "team of experts" assigned to my account. The lady told me the store has to print the label and mail the phone back because it is a Jump on Demand phone. She said there was no way for me or him to print the label online. He will be heading up again tomorrow and wasting gas again because the store is closed and the staff are inept. This is an excellent example of how to lose a customer. read more

Super friendly and helpful staff. Always happy to help with any issues. If they cannot help they direct you to someone that can. Will be back! read more

We went to the store to get a SIM card in my sons phone which turned out to be a nightmare the only saving grace was the two workers in the store Elijah and Alexis R. (who was helping from a valley store) they were the nicest most helpful young men. I honestly couldn't believe how kind and fun they where to work with. 4 hours later we got it all figured out after dealing with my two teenagers and me almost having a break down. I can not express how wonderful they made the whole experience. If I could leave a 10 star review I would. Thanks guys for making it a great experience. FYI my kids loved them. read more

PLEASE NOTE THIS IS A ZERO STAR REVIEW! Very unfriendly service! Maybe it's just me but if I worked in a store and a customer called me the second I opened up at 10 a.m. and asked if I could just put aside a simple pair of socks (which T-Mobile Tuesday was giving away on their app) I would say, "Not a problem at all, thank you for being a loyal customer, I look forward to seeing you later." This of course isn't the case at all with this business. This was 'way too much' to ask, and the female that answered the phone completely shut me down. I just seem to have continual issues with this store. I wouldn't recommend this T-mobile location whatsoever! read more

**SORRY IN ADVANCE, THIS IS SUPER LONG, BUT WORTH THE READ!** First and foremost, customer service makes all the difference when dealing with cellphone carriers! Often times you just get horrible customer service and end up getting off the phone or ending a text conversation, without your answer and feeling awful because the person on the other end was rude or short. Below, I state why I recommend T-Mobile in general. But I have to give a review for this particular location! They are AMAZING! As you will read below, T-Mobile has the best customer service out of all the carriers I've been with over the past 15-20 years. I'm going to throw a couple of names out to you all... Randall (manager) & Tiffani (manager), will do any and everything to ensure you get the plan and phone you need (and accessories), that works best for just you or you and your family. They will work with you for hours if needed. Which I feel awful about, but I took up about 3.5hrs of their time yesterday. Because I was having issues switching back to T-Mobile from Verizon. The issue was on Verizon's end. And Tiffani and Randall were so helpful, patient and understanding. They never once tried to push me out the door like many carriers do. I am extremely grateful to them for going above and WAY beyond what they had to do for me and my family (9 lines). I was a prior T-Mobile customer and had transferred to Verizon so I could have my entire family on one plan (a couple were on Verizon and a couple with me on T-Mobile). I switched to Verizon thinking "oh they're the best company, so I've been told". And I was so very wrong. T-Mobile stands at number one over any other carrier I've been with over the years. THIS LOCATION... I HIGHLY RECOMMEND! You CANNOT go wrong here. Not only are Randall and Tiffani just amazingly kind and helpful people, but EVERYONE there is so kind. I've never been in a phone store where everyone working there was happy and kind. You WILL get this at this store. Guaranteed! And like I said, they go above and beyond what they have to do for you. They did everything they could for me to get the best discounts and accessories that they possibly could. And they're genuine. They will be honest with you about the phones you're interested in. As they definitely were with me. Go to this store ASAP! You won't regret it! Oh I also want to add that they do everything possible to make your out of pocket costs minimal! My review of T-Mobile in general: T-Mobile in general has THE best customer service, in-store, over the phone or via texting on their app or fb messenger. They do not leave you until they figure out a solution or get you what it is you're requesting. I stand by this 100%! In the past 15-20 years, I've had sprint, Verizon, cricket, and my first company I was with was Alltel, back before they became AT&T. Hands down, T-Mobile is THE BEST. The customer service is outstanding, the prices are phenomenal and I've not had issues with their service since many many years ago, before they worked hard to do updates on their service. They just spent A LOT of money on updating their towers for better LTE connection everywhere! And as you probably know, they're full 5G everywhere now as well. But that has to be with a 5G phone. Apple hasn't released one yet, but I'm hoping for this year's model to be 5G. But even with just my LTE... the speed is unbelievable. Anyway, I just wanted to say that you won't regret that amazing things that T-Mobile has to offer you. I had switched from Verizon, which many people say is the "best". But just because their prices are high does NOT AT ALL mean they're the best. Since the moment I switched I had amazing service everywhere I went, even when driving in the mountain ranges near me. I highly recommend T-Mobile overall. And if you live in Prescott or Prescott Valley, AZ, you want to go to THIS store. It is not an "authorized dealer". They are a CORPORATE store and can do MUCH MORE for you than the authorized dealers out there. And plus, I just love the people there! Just like with any T-Mobile employee... they have outstanding customer service. read more

My wife and I bought watches and phones at this T-Mobile store on Monday. Christian sold them to us and explained the rebate program to us. When we got home the value of the phone was one-tenth the price they promised. We called that night and Houston calmed us down and said the rebate would be more. We went in Wednesday morning and Levi wrote down everything we would be getting. He also gave us his personal and home phone numbers. We got a great deal. read more

Got me an additional localized phone number and let me keep my old number on the same cell phone, using an app t-Mobile calls "Digits". The additional phone number cost an additional $15.00 per month. Good job Chelsea! read more

Called the store several times to ask about a phone upgrade as I have existing service with T-Mobile. No one answers the phone and the answering system is not setup. Aaahhhh, maybe they are not very swift if a phone service business doesnt answer their business phone and doesnt accept incoming messages. read more

I just wanted to let people know that don't get cellphones screen from tmobile store in Prescott valley Arizona because I got one it won't not stay and I keep going back they said I need to go to the company and I went to they wanted more money for it so I'm trying tell people don't do what I do I'm going to get my at Walmart the name of the company purge they not good company read more

I was having problems with T mobile connection. I called technical support and they informed me our tower had been down for 2 weeks. Actually I have had dropped calls and break ups for a long time. I decided to go to Verizon. Needed a transfer pin? to switch so she suggested I go to T mobile to get our account # and temporary transfer pin. Well I encountered the 2 rudest teens I have ever met. When they found out I would be transferring service they walked away. The young man did provide my account # but would not help me with a pin. He told me to call 611. I did while I was in the store and of course my call kept breaking up. I went to the counter to explain my dilemma and the young woman said "they don't do that" I explained why I was switching plans because of the tower and she replied " it is not down, and who told me that anyway." She was so rude and confrontational. l had a few choice words about their behavior and she said she would ban me from the store and said she would open the door for me when I was leaving. This kind of behavior is uncalled for and I am so sad that our community has come to this. These teens are a disgrace and should not be working in customer service in ANY capacity. read more

If I could give this place zero stars I would. We drove an hour directly after at work, then we were treated like total shit by employees that kept trying to swindle us out of hundreds of dollars, we were lied to and insulted by the assistant manager and the young latina girl that works there. They are both completely useless and had constant attitude towards me and my husband. Never going back to this location again, don't waste your time. They were both completely unprofessional and we walked out without any assistance. Complete waste of time. read more

Now that Apple has come out with the iPhone X and I still have an iPhone 5s, I thought now would be good time to upgrade my phone. I called the store and they told me they have the iPhone SE in stock at the new lower price. I drove over to the store and the service from the gentleman was amazing! Not only did the upgrade only take 15 minutes, he found that I could be in a better plan that would save me money and then put me on auto pay which save me another $10 a month. After all his changes, the new phone is basically free for me as I will not be paying any more each month. Very impressive service and would recommend highly. read more

Thank you to the young lady that called yesterday to make sure that everything was set on the account properly. Thank you for taking the time to call me. Most customer service people, once you leave the store forget and move on to the next person. read more

WORST!! customer service EVER!! Over 2 hour hold times to get to a rep., then hold again to get to another dept. I held OVER 7 HOURS and was transferred to 8 different reps, in two days of trying to get a new SIM card - then still didn't find anyone who could get one mailed to me. I'm switching to another carrier. T-Mobile is the worst company imaginable. read more

This store needs new staff and management. I just bought the note 9 a week before this incident happened. I always buy a good shock proof case and screen protector. My case is the UAG monarch 65$ case. Dropped tested 20 feet amd military tested. So I went in the store to buy the glass screen protector to ensure that my expensive phone's screen would be protected, which cost about 50$. So already I spent a lot just on the equipment alone not to mention buying my note 9. I'm mentioning all this to show I am very picky about the phones I get and take care of them very well. Never did i break my phone or even have a scratch. So I take it in to have one of the employees install my screen protector for me. They should know how right, I mean they are supposed to be trained. Well that's not what happened. The girl who put on my screen protector was rough with my phone while taking it out of the case and placed it on their hard countertop with no protection underneath. She pushed down so hard while installing it, that she cracked my phone. I didnt noticed this till I got home to clean the fingerprints off of the back. Thats when I saw the crack she did from pushing down too hard on my phone. The crack starts from the tiny sensitive boarder around the camera lenes and just bleeds out from there. I have all kinds of scratches on the back too. So my 1,000$ phone is not fcked. I called T-Mobile customer support to tell them what happened and they said to call the manager at the store and have them replaced my phone. I did and this half wit is so unprofessional trying to blame me and say his staff did nothing wrong and blah blah blah. I have been with this company for 14 years and I always trade in my phones for upgrades. I have never mistreated my phones. They always look brand new. So after speaking with this idiot who couldn't even properly speak without sounding like a child, I called T-Mobile again. Long story short they were on my side even one of the head Corporate managers of T-Mobile called me to apologize for the behavior of the employee and her idiot manager and said they would be delt with. I had even asked for the stores corporates managers number and this stupid child that's supposed to be the manager didnt want to give me his number. If a customer asked to speak to the head of that locations manager they are supposed to give you their number. When I told the corporate of T-Mobile even she said he was supposed to give me the number and by not doing so shows his guilt for breaking my phone, but that she and her head bosses would handle them. So I hope they were reprimanded and if you want to do anything at T-Mobile drive a little over an hour and go to Phoenix. I never had an issue there. This store is useless, unprofessional and they don't even know their own products not to mention they will mishandle your phone that you worked hard to save up and get and they wont even give a damn. HORRIBLE PLACE! read more

My iPhone 6 died Sunday morning February 10. I live in Cottonwood, so I decided to drive to Prescott Valley to see why it died and what I could do about it. I made contact with Chris there and he was knowledgeable, patient, personable and presented me with options without trying to sell me something I didn't need. I've been in customer service, including retail, for years and Chris is the epitome of a great employee and a definite asset to your store. Give that man a raise! read more

The team at this location was outstanding. I told them I was in a hurry and they got me in and out so fast. Thank you so much! I am loving my LG phone! read more

If I didn't have to give a star, I wouldn't have. The 2 ladies working were very nice, helpful and I have nothing but nice things to say about them. My boyfriend walked out to take a phone call and was told that he could not go in and out of the store. We thought it was strange but he did respect it and just took a few calls in the store. Most places would rather you step outside to take a phone call and they were work calls he had to take. We were going to start new service and buy 2 new phones. My boyfriend went to walk out to the truck to grab something and was told, again, that he could not leave the store unless he was finished. So, you're going to hold us hostage until we either buy or leave? We asked for the store manager, Fabian, who confirmed that was their "policy." Fabian kept staring at him, angrily. When my boyfriend said "so you're saying if I walk out of these doors and go to my truck then you don't want me to come back in and you don't want my business?" Fabian shrugged, as if to say, if you don't like it, leave. Worst customer service ever and I wouldn't recommend this franchise to anyone. Most ridiculous "store policy" I have ever heard of and not to mention, if I was a single woman, it would have made me extremely uncomfortable for someone to tell me I wasn't allowed to come in and out of their business. Enter once. Exit once. That's all you are allowed. Does this make sense to anyone else? It's creepy and weird, right? read more

Absolutely, hands down, horrible customer service and very unfriendly employees. Don't go to this T-Mobile location. All you will find here is rude, careless employees that want to insult you and scam you out of money you aren't required to pay. This place deserves ZERO stars. The girl who looks like she is in high school ALWAYS had to have the last word, yet she could not answer ANY of our questions, seemed like she had no skills or training on what she needed to do there, and gave us endless attitude and eye rolls. She should honestly be replaced with someone who has more experience dealing with customers in retail, because she is obviously too immature to do so. The assistant manager Christopher/Chris, was just as bad when it comes to professionalism and help. Couldn't give us straight answer, a straight price, a straight explanation for ANYTHING. He kept going back on what he had said, and kept bringing our total up higher and higher. Why is Christopher/Chris assistant manager of the store if he can't answer any questions or explain anything? I thought going into the store and speaking with someone in person would be worlds easier than doing what I needed to do online. Boy was I wrong. Walked out empty handed after an hour and a half of unprofessional and rude behavior- we will not be returning. read more