Eugene is amazing! Phenomenal customer service. He helped me problem solve so many issues that the phone service could not complete. Left me with no stress when I joined and all issues gone!! Defiantly ask for Eugene to help you. read more

Went in for some help with my wife's new phone. The customer service was excellent. Dillon was extremely helpful and I really appreciated his work. I would give 5 stars but unfortunately the parking here is terrible. T-mobile selected a poor location. read more

These guys are great! I just had the BEST experience ever!! I have a password protected eSIM and sometimes have messed up requiring a PUK code. I have gone to other T-Mobile stores to get it fixed and usually it's a not that bad (half an hour to fix) or a wait (more than an an hour to fix) type of situation. These guys had me in and out in less than 10 minutes. I cannot thank you enough! You get all my business from now on. read more

I bought an iPhone from T-Mobile recently and the service inside the physical retail shop was pretty good. However! I was told I'd get a free phone if I used my current cellphone number from Xfinity. You would have thought I was trying to get a major organ transplant just for fun. After way too many back and forth trips between the Xfinity store and the T-Mobile store, I still couldn't get my cellphone number to transfer over! It wasn't Xfinity's fault, either. THEY were excellent and the only reason I didn't stay with them was my credit wasn't good enough to get an iPhone upgrade from my Android phone. I finally gave up and got a new cellphone number and paid an arm and a leg for new service and the iPhone. Calling the T-Mobile support line was agony. No one spoke clear English and the online "chat" was horrifying. These clowns spent too much time asking the same exact questions over and over, apologizing for taking so much time and then wasting more time forgetting what I had already told them! I had to hang up several times to go decompress or I was afraid I was going to throw something across my living room! Never again. Never, never, never. read more

After many years of coming here-- the last 2 yrs were great, now things are different. Now Tmobile will not let you pay for a monthly prepaid account in store without a 5.00$ charge. It was explained to me last time, but not explained that when I add extra money for an international trip I would be charged 5.00 for that and 4.50 for other fee. So pay 39,xx to put 30,00 on your account. The staff first pulled up my number with a different name. He expressed disgust I have 4 digits in my passcode- it is was what I got when I signed up!! He did not tell me he was going to charge me those fees for the advance payment. I asked about that when he asked me to sign to charge. I said " you didnt tell me..". His response: "well, we are telling you now". read more

First associate gave me unclear information and the manager Dillion yelled at when he was frustrated I didn't understand him. Don't go to this T-Mobile location if you're disabled. read more

these People Went Above And Beyond For Me,And Ion even Leave No One Reviews Like That But when I tell Yall they did the Most (In A Good Way) I'm Not Even Exaggerating,And They All Really Nice And Chill read more

I walked in off the street and received help from Chris, the manager, at the end of the day on Saturday, Sept. 16, 2023. Wow! I had what I thought was a super complex set of questions, circumstances, conundrums, and so much more. Chris seemed unphased by all of it, and quickly vanquished every last question and concern. He strategized a transition from one carrier to another for three phones simultaneously, confirmed the preferred order of operations, told me what to do to capture my old voicemails, explained the best way to use Tmobile while traveling internationally with 2-3 phones for two people, and he even forwent having me set up an extra unnecessary monthly service (that I thought I needed) that would have put money in Tmobile's pocket and surely made his store's numbers look better ... all because it wasn't in my best interest. He did all of this quickly, with great experience and intelligence, and with kindness. The last thing I expected was for this Tmobile store visit to be fun!! I feel fortunate to have this Tmobile store nearby and I am grateful for Chris' expertise and humanity in helping run this store. I feel quite optimistic that the other reps and managers are of a similar caliber. read more

Such a friendly staff at the Wallingford location! They were helpful and quick. Thank you!

Absolutely everything could improve. They chose the worst possible partner in assurant. I'm going to the store in a couple of days and going full Karen on them if I have to, and then I'm taking them to small claims court. read more

I went here yesterday to move my line from Verizon to T-Mobile. The experience was very pleasant and smooth. Leah, the representative who greeted me as I entered the store took care of the process of porting the number, switching SIM cards, and preparing the documents/forms. All in 15 to 20 minutes. Highly recommended! I would visit this location again in the future! read more

Huge thank you to Will and Michael for being so great in helping us switch from Verizon to a family plan through t mobile! Appreciate your amazing help, if I could give more than five stars for your help I would! read more

I went in to the store today. It is my second day without internet and I work from home. I called this morning only to be told they cannot help me without a passcode and the only way to get a passcode is to go into the store. The store and manager Dung was not willing to help me and told me to call customer service. I stood in the store and called customer service only to be told by customer service that the store can do it and guess what the store was able to do it. They just chose not to do it. They did it when I said I wasn't leaving and had customer service on the line. Also I asked for an email address to email this complaint to, and they were not able to provide one. What company does not have an email address. They state this is private information. Bottom line... if they're telling you they cannot do something, do not leave the store. Do not go home and call customer service because customer service will ask you to just go back to the store. The store choosing not to do something and can't are two very separate thing. It took almost an hour for me to get someone to reset a passcode for me. read more

Q1: How many times do you need to visit the store to finish migration to T-Mobile? A: 4 times Q2: Does your issue get all resolved after 4 visits? A: No, please call customer services Q3: Why? What happened? A: Quotes from Fremont store associate " we only do sales, and cannot help with customer support or return or trouble shoot or any other requests, as it waste too much time" Open the account 8/26 and bring in 5 new lines. At first I thought the problem will just be no inventory for the phone I want. All it need is for me to wait a couple days. How did I know that my experience went straight to hell. 1/ We were told every one of us could get free new phones. When two other people went to their nearby store to do line transfer, they were told no new phones for them due to the credit limit. They called us about it, which we were caught completely at surprise. As a result the other people decided to leave the family plan and open their new account. 2/I ordered a new phone w T-mobile, there is only one black color having inventory in store. I was so excited about the new phone waited for ~5 days for the device and the device arrived with package half open and device box opened!!!! 3/We went store for phone return and they told us they only do sales and we need to go back and call customer services. 4/ We went to store to return Wi-Fi device as the bandwidth sucks and we're told to come another day as no store manager is on site can overwrite ?!!!! We went there the following day trying to close all issue, and call in advance to the store to ensure there is manager on site. When we arrived, associate Leah said she cannot help as the system does not allow. Each time we talked to an associate or a customer service, the answer is slightly different. I offered to call customer service so that they can align on the problem and move forward. She kept saying she would not talk to customer support and that it's our problem and we should call them. At this point we have been to the stores 4 times and spent close to an hour on the phone w customer service, still yet with one line pending close and two devices pending return. At the end, she is clearly not willing to help. Talking to Leah makes me truly feel for the first time that T-Mobile really does not care about customer experience. All they care is make you sign the contract. If they help you after contract signing, they are doing you a favor you should feel gratitude. If they ask you to go talk to customer services and stop being here, it is normal. I kept wonder why I switch. How come there are so many negative experiences with one company within such small time frames and I am regretting my decisions still. read more

Manager is extremely aggressive and beyond unprofessional. Obviously has anger issues and can't control his anger. The first time I went there I was given wrong information and was not helped out at all. Later that night I got a text asking to submit a review. The next day I had went back to T-Mobile on 45th and Stone wat to inquire about a new phone and immediately was approached by the manager that was extremely hostile and aggressive questioning me on my review. He confronted me immediately well I was looking at phones with my daughter. I was shocked how his approach being so aggressive, questioning me on why I submitted a review and why it was bad. I told him my reasonings and He obviously was not happy or agreed with anything I was saying as he was expressing them by cutting me off and talking over me with literal anger in his eyes. I was Unaware that submitting a review sent by T-Mobile through text would not be anonymous it kind of took me by surprise.The confrontation escalated quickly to the point where I had to tell him to stop and I had to walk out the store. He would not allow me to continue within the store due to his aggressive approach being in my face and confronting me with his chest out like a bully. By far one of the most uncomfortable aggressive approach a manager can have to a customer!! I am still shocked that he approached me like that in front of my daughter I literally grabbed my daughter being unsure of his actions because they were so aggressive. He was extremely unprofessional. I actually felt threatened by this manager to the point of leaving the store immediately. read more

If you want lying, disrespectful kids, that allow the phone to ring forever only to lift it and disconnect. You're in luck! Trying to give a kid his commission when I had family matters more critical for two months, then to spend the last 2 hours trying to find the same store for that kid. He's 45 minutes away. I can go across the street. In case they dispute, you should know: from the 2 floor-staff 'helping customers' and 1-guy 'in the back' I spoke with, he was aware I was ready to complete my deal with them this day. But after calling twice and being manually disconnected, I'm not doing business with any company or store that treats customers the way they treated me today. One of the 3 is the lead. Who's responsible? He wouldn't help and only gave me ridiculous excuses. After I asked him to look on the floor to see who might have hung up on me, he refused and said ''I'm trying to help you' and the best excuse: 'I'm busy on the phone. 'Yes, you are busy on the phone with ME, and I'm not doing any 'F-ing' business nor giving any commissions to a store of a bunch of disrespectful kids that can't comprehend 'work' or 'customer service.' I apologized for the F-bomb. More disrespect, distraction, and deflection continued until I asked him if he's busy on the phone if HE picked up the receiver twice in a few minutes then drop it. This was my third continuous call without a gap. After his unwillingness to resolve or explain how he and the store could treat a potentially new customer, or any customer, with such disrespect and have virtually no knowledge of the entire proces, further clarifying the TMobile system calculates all package pricing and discounts (he's no more than a monkey or less). I then realized how uterly useless and deceptive this kid on the phone was everytime he said he was helping me, or trying, not even willing to slightly address these disconnects amidst attempting to buy. I needed to end right then and hear no more. FU and I'm gone. Am I sorry for the word again? It was the last word. When you admit all the time you took to waste mine with juvenile games when I went out of my way to support an intended sale 'gone-wrong,' 2-months prior, while I'm preparing for a flight and dropping AT&T after 14yrs for Mobile, ask me again if I'm sorry when you've read my review and respond to my question. Within the 2 hours I just spent trying to find this particular store with the kid that first helped me, screwed up, but I still came back so he'd get his commission for the time he spent with me... I had to call another T-Mobile store to find the correct store that was still 40minutes from me. That kid had the same flavor about himself and didn't want to help me by being short-worded, glib, and disconnected. Ok, maybe he wants the business. I get that. So I went that direction, but he can't ballpark a price today without re-running a credit check now that hasn't changed since if only increased. The T-Mobile system calculates everything. They get a number and no idea how it's derived. So, to T-Mobile CEO Mike Sievert, here's how to grow business: Get rid of all the obnoxious, cookie-cutter hi-prided, un or mistrained store staff. Use an electronic-store model in an Apple Store flavor but fewer people and more kiosks with more intelligent robots. Reduce brick and mortar to pop-up size. Show your customers some integrity. You have a great product. Pumping the wrong staff is costing you. read more

I bought a bee iPhone 13 mostly because my 6 s needed yet another battery and was slowing and aging so I decided. Good phone, fast, the 13. Don't like the black notch on top. My service at T-Mobile was ok... I bought things I didn't need, and had to return to complete the software iPhone change. read more

Not only was adding a line and getting an iPhone 6+ insanely easy and painless, but I got unlimited data on both lines all for barely more than I was already paying per month. Switched the BF over from AT&T. They told us that with one day shipping we would probably get the phone Friday. It came Thursday! Amazing! Also picked up a Bluetooth speaker. This location also once let us in slightly after close when I had to leave to get money from the ATM. Thanks Justin! Great service, good company. read more

Don't expect any customer service from T-mobile. Out of 2 locations I visited within 2 days, received very poor service from lazy and incompetent employees. At this location... assuming it was the manager because she had her own designated desk, approached me working at a glacier pace, and then passing me off to the first associate (who was new by the way) so she could sit her lazy seat down because standing seems too difficult for her and that should come first before finishing up with a customer. Anyways, the new guy kept asking questions on how to navigate their systems but had to keep going back and forth because she must of thought that it wasn't important to properly train employees and maybe stand there while she walked him through the process. While this associate is struggling, another employee joins her as they just chat and having my time wasted during my lunch. read more

This place is the utter definition of "hit or miss" - Depending on how busy it is (go mid-PM for optimum service = usually.....) , and which salesperson you get, as some are complete idiots. I got the tall slim redhead young boy with the arm sling - I was in with my male BFF, and he would not even look me in the *eye* - although **I** was the one spending the $$$, and getting the account. I know it's quite obvious that I am a "techno-idiot", but I'm sorry - Good customer service is Good customer service. The only reason I'm giving it 2 stars is b/c the woman working there the other day was very knowledgable - but she tried her best to overcharge me, sign me 'up' for a LT contract (don't think so...). As my deceased Mama once said r.e. customer service (she was talking r.e. the good old days of making airline reservations by phone - but her words still apply....) - "in life, it all depends on *who you talk to" (to get the best deal, etc.) - some things (like airline tickets) - prices change every nano-second - and if you do not believe me, ask one of the reservation agents. IDK - this redhead should be ashamed of himself, iMO - he *did not even give me my new phone number* of *my* new contract (or the tiem of day...) ... what kind of customer service is that??? Pretty terrible, IMO. My carrier ATT is not ATM much better, but I'd say they completely excel over T-Moblie in terms of customer service - I really do not care how many "towers' or "international service" (quote-on-quote) T-mobile claims to "have" - ATT has never done me wrong, until recently, unfortunately (that's another story)... Ahh...another mom quote, "You get what you pay for" - and that, in my humble opinion, is true 100% most of the time. Quite frankly, talking to a young man at Comcast (on the phone) was a million times more helpful than T-mobile, and that says a LOT...... read more

Needed a SIM card ejector to switch phones. They didn't have any in stock to buy but gave me one. So nice of them.

T-Mobile as a whole corporation has made major strides and improvements in the customer service experience aspect. And my last visit is something worth reviewing.Highly organized, inviting and clean ambience.Friendly and very helpful representatives and technicians. All the promotions are really about endorsing maintaining family connection with additional savings should you decide on additional lines and bundles for Family accounts. Set up is hassle-free and painless.Phones and services are an investment nowadays and you have to find the right company who can offer high quality phones, low-cost service options, gadgets, reception and excellent customer service! They just need to stop with those "small letters" all big companies add, and usually not to our benefit, and they will be great. read more

Yes, I'm giving a one star review. Sadly. I went to the store to buy a full price iphone 5s to replace one that was stolen. We're under contract with AT&T and have no desire to switch. Nicely, T-Mobile sells their phones unlocked. The gentleman with whom I spoke would not sell me one -- again, at full price -- because I didn't want to activate service with them. Said that they "can't" do that. Of course, everybody else in the store was buying the same phone I wanted. His manager instructed the staff not to sell full price iPhones "for now." Ummm, discriminate much? I suspect this is illegal. Not sure, but refusing to sell something to a customer that you have in stock, because you want to get even more money from them, seems fishy. One might say that they have the right to do this, but I suspect not. Bad! read more

Wow! Kevin really took care of me and my husband when we were both shopping for new phones. With the recent change T-Mobile underwent from contracts to no contracts, Kevin also made sure I understood all aspects of the change and found ways to save me money! The store itself is pretty nice and even includes a payment kiosk if you need to pay your bill. They also received the HTC One before the Northgate Mall location. Staffing has always been plentiful even on busy weekends. So if you're in need of friendly and professional customer service, do yourself a favor and pay Kevin a visit =) read more

This is not about customer service. The reps at T-Mobile are hip, helpful and considerate. They are empowered to try and correct things and will escalate your problem in the hopes of finding a solution. The issue is that if you go to T-Mobile you will have a shit ton of problems! And as much as I like their customer service I'd rather not have to call them every time I leave a metro area. If you travel, don't do it! Since leaving Verizon it seems like my cell service has taken a time machine back to 1994. Bottom line is that I shouldn't read more

I live nearby so I frequent this one a lot! They have upgraded the interior It looks awesome! The staff are helpful. They work to help me get the best rates usually and fix issues with my billing. The waits aren't usually bad. Usually there are lots of extra staff on hand to handle customers. If you go at peak times though, I'm sure as with any other place, there will be a line. read more

I just went to this T-Mobile and the customer service was amazing! Kevin helped me out and not only was everything quick and efficient but he was able to understand what I wanted and needed without me explaining it correctly. I typically don't expect to a great customer experience in a cell store and was pleasantly surprised! Thanks Kevin! read more

Amazing, revive at 45th and Stone Way T-Mobile provided by "CC" aka Cresencia. So patient and unhurried selling and setting up new IPhone. CC was never in a hurry and explained everything. read more

I had the best experience here in T-Mobile. I was nervous to come here as I had a horrible experience in Downtown Seattle. I worked with a lady there (did not ask for her name), and Michael. They are both very kind teller with great attitude and customer service. They never made me feel rushed. I purchased Samsung Galaxy s4. The lady was able to keep the EvenMorePlus plan, which I love, at the same price. She also sign me up to recycle my old BlackBerry for $55 that can go toward my phone bill. Great customer service experience, I would come back here again for any more question. read more

Hands down, the best experience I've had shopping for a phone. Props to KEVIN for being razor sharp--answered all our questions, got us signed up and set to go with phones very efficiently. The customer service here was outstanding and it makes me happy I dumped my other provider and am now with T-Mobile. Thanks Kevin! read more

This particular branch seems to busier than normal each time I've been there, but once you talk to a specific person they will walk you through all your questions. I have never felt rushed, and when I had to buy my phone outright I ended up staying there well past closing time and they didn't seem bothered by it. When I went back and got a screen protector, they took the time to put it on for me *just right* which is perfect. As a (lazy) perfectionist, that was the best outcome for me! I've also called in a couple of times to ask questions and their representatives have always been helpful (perhaps more helpful than calling T-Mobile headquarters). Dominique has been more than helpful on numerous occasions, so make sure you ask for her! read more

Good news is the employees are competent and efficient. No contract is an attractive option. Bad news is, that in a lot of areas, their signal strength is mediocre or no service. I don't mean the sticks but in major markets like Dallas. No charge international data in 118 countries is what got me to signup, I work for a Chinese company, and hated buying data plans from AT&T whenever I went to China. Just got back from three weeks in China and I can say without fear of contradictions, that their international data plan in China purely sucks. Slow to nonexistent at best, and this was in major cities. In the countryside no signal at all. One thing that did work were the constant text messages trying to get me to pay extra for an international data plan that worked. How AT&T is that!! read more

Went in to just buy a phone. I don't put my phones on account. Guy first said he couldn't do it, then quoted me $50 more than what was on the price tag. Had to go several rounds just to buy the phone. Then I had to return 90 days later because the phone had been put on some weird account that I didn't have access to. It took 3 days, 3 trips to different T-Mobile stores and 2 phone calls to get the phone turned back on. NOT happy at all with this service. read more

I went in to buy a month-to-month plan for my unlocked phone. TMobile has stopped selling the even more data plus plan online, presumably because it's too convenient, so I had to physically go there to sign up. Overall, service was fine and the staff were helpful. Unfortunately, I was automatically signed up for a ridiculous 'caller tunes' service that plays annoying pop music whenever anyone calls me instead of a normal ring. (Note: this is different from a ring tone, since it plays for the person calling you, not on your phone.) This costs $1.50/month and can't be disabled online. (Again, that would be too convenient.) The default music is also ridiculous pop trash, thus ensuring great embarrassment for any new TMobile customer over the age of 17. I had to call them to get it disabled. read more

Thank you Carissa, Barry. Leah and everyone who work at Wallingford branch and helped me about my phones. I finally was able to switch to T mobile and got the phones too. Everyone is so nice, and they treated me as one of their important customers especially a manager, Carissa. She made me feel very special. I am very happy and thankful for Carissa and her team for helping and solving my problems with phones. Highly recommend. Mina read more

Called this stores today to make sure automatic pay for my old cell phone has been canceled. The greeting was something along the line of "Welcome to T-mobile, my name is Kevin, may I interest you in XYZ." WTF? No, I don't want extra things. Of course, I said, no. He proceeded to be rude and told me he can't talk to me on the phone and I have to call the 611 number. If he can't talk to me, then T-mobile on 611 shouldn't be able to talk to me either! OMG. Got new phones last week and nice service, but seriously, they tried really hard to sell me things (that I know nothing about)! read more

Very good customer service and amazing store associates! They help you with what you need help with and have very professional attitudes and show You exactly what you Are looking for when you come into the store. This is my favorite store to come to when I need to do something. Lol especially now that there rival is across the street. I also love the color of the store which is Magenta Pink! read more

My "Yay! I'm a fan" applies to Dominique, an employee at this branch. She is helpful, efficient and informative without being pushy or over the top. I highly recommend asking for her the next time an issue arises. Darren is also efficient. Unfortunately his manner lacks sincerity or empathy, both of which come in handy when pissed off about various phone issues. However, as previously stated, the job gets done... and quickly. "Eek! Methinks not" about the coverage, phones and Patrick, the branch manager. Thus far, he has been present every time I've gone in, has handed me off to someone else regardless of how slow or busy business is and seems not to know what he's doing. read more

Michael N at the Wallingford location is very friendly and attentive to his customers. He helped guide us through an annoying/tedious account change that had to be held via conference call and made the process seamless. It's clear he's dedicated to top customer service. read more

Sister and I are on a family plan together and had several questions about our bill. I was told by a T-Mobile Customer service person over the phone to find a shop to go into for some of my questions. The Rep that helped us had some of the worst customer service skills I've had to deal with in awhile, or else I wouldn't be here. As soon as we approached the counter and told him what we wanted clarification on, He directed us to use the T-Mobile online site(We're young tech savy people so that is a no brainer in 2016 IMO). Told him that we weren't finding what we needed online, he said he would help. He started looking at our itemized bill, and explaining some of the breakdown, in extremely vague terms, when we had simple questions like "How much is left to pay on this phone?" or "I was told I got something for free, but I'm seeing a charge". He simply said "Are you seeing a credit back?" I told him I didn't know but didn't want to pay for it. He didn't offer to help and simply ignored the question, greeting the next customer that walked in. In the middle of helping us he said "Well I hoped I helped you with some of your questions today".... I'm sorry, can you be anymore blatant to try and encourage customers to move on? He told us if we wanted to find out how much we owe we just need to sit down and "Do some basic math" to figure it out.... oh gee thanks. I asked him If he could print our itemized bill, so that we could look at it before we left, he said "You want me to print it?" I said yes, He said "Its 50 pages" I told him I didn't have a printer at home, He said: "We don't even have 50 pages of paper. Why would you want to print it anyways?" I said "So we can use pens and highlighters to make notes" He said "Just use one note" As a business owner, here is a tip about customer service: You don't only give it when its human being helping your sales/commission numbers when you can sell them something. Its called client retention, Helping existing clients with even some of the most mundane things even when it doesn't help your numbers Bro What major business the size of T-Mobile, with a giant all in one printer, scanner, and fax machine in one, doesn't have 50 pages of paper. read more