Avoid This Location at All Costs - Not a Real T-Mobile Store…read more
This is a third-party T-Mobile location, and it shows. Save yourself the frustration and go to a corporate store where people are actually trained and willing to help.
I came in because my phone stopped holding a charge--it would only stay on for a few minutes at a time, even when plugged into a portable charger. I tried filing an insurance claim online, but it redirected me to call a number or go to a store. Since I only have one line and couldn't make a call, I went to this location, which was closest to me.
I visited on a Wednesday and was helped by Kyle, a trainee, who was genuinely kind and wanted to help. He explained that his manager, Dantae, had left work abruptly and wasn't helping him with training. Kyle tried texting and calling him to figure out what to do for my situation. Dantae's response? "Tell her to call 611"--how, when I don't have a working phone? He also said to go to a phone repair store. I pay for insurance, so why would I pay out of pocket elsewhere?
Kyle went above and beyond. He let me use his own phone, tried calling the manager at another location, and even called the Totem Lake corporate T-Mobile to make sure a manager would be there to help me. Totally different energy from Dantae.
At the Totem Lake Village corporate location, I was helped right away. They explained I had a Lifetime Warranty and was eligible for a Certified Pre-Owned (CPO) phone. They placed the order and told me I could pick it up Friday.
Unfortunately, the new phone was shipped to this Bothell location--which I tried to avoid. When I went in, one employee was with another customer, so I waited. Then a man came out--Dantae. He didn't greet me or even make eye contact. I had to initiate: "Hi, I'm here to pick up my phone." He took a look at my ID, went to the back, brought the new phone out, and removed my SIM card from my old phone. He asks me to turn it on, which I explained to him that my phone does not hold a charge and when it is charged, it doesn't stay on longer than a minute.
I also noticed a slight marijuana odor in the store. He pulled out his own phone and started texting right in front of me. I waited a little before I asked if I could get a new screen protector since I had purchased one before and mine was cracked. His response: "Yeah, but I don't have that in stock." I then asked if he could check another store's inventory: "I don't have the ability to do that." So I asked, can he order one? His answer: "Yeah, I can have it shipped to you." But he gave no follow-up, still texting and leaning over the counter.
I told him that Kyle had helped me earlier and that the manager who left early that day wasn't very helpful. He said, "I'm Dantae." So I explained that he wasn't helpful especially when he suggested to me to call 611. His response? "Well, there's a phone right there," pointing at the store phone.
Funny--that was never offered to me. I actually recall asking Kyle if the store landline could be used for my situation. Kyle offered to let me borrow his own phone instead, but told me that Dantae had specifically instructed him not to let me use it because he'd be "liable if anything went wrong." Again, the store phone was never mentioned as an option at the time.
Then he said, "I'm trying to find out from my manager if I can take this phone since it doesn't turn on." I said, "Why not? The assistant manager at Totem Lake knew my situation. If it was an issue, they wouldn't have filed the claim." He replied, "The phone has to be factory reset so I can't take the phone."
At that point, I told him: "I don't understand why every time I come into this location, no one is able to help, but corporate stores always can." He said, "Because I follow the rules. I don't break them."
"Excuse me?" I asked. He followed with, "My job is on the line and can't take the phone." I told him, "You have the worst customer service ever," grabbed my phone and SIM card, and walked out.
He sarcastically said, "Have a great day," to which I replied, "And you don't have a great day."
This whole situation felt dehumanizing. Every interaction with Dantae was either unhelpful or laced with sarcasm and apathy. Dantae's behavior and lack of customer service are unacceptable, and I believe he is unfit for a managerial role in a customer-facing environment. If you want competent and respectful service, avoid this location entirely and go to a corporate T-Mobile store.
