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February 2024 by Blair Kun
Sketchy as hell, they would sneak in a charger without telling you whether it’s free or not. They then won’t give you receipt and say that it’s part of taxes and services fees. If you ask for receipt, they say that they don’t give out receipts.
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February 2024 by Wen
Bad service . Need to wait for a long time . Rude stuff and Very impatient.
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January 2024 by Charles Jackson
The store only had two employees at the time and I was the only customer in there I don't have a problem going back
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January 2024 by Rosie Reese
Once our phone was paid off, we've been trying to switch over, but TMoble refuses to help because they don't want to lose us as a costumer. At this very moment, I'm standing in their store trying to resolve this issue. Everytime we walk in here, they say "we can't help you with that, call 611" or "we're not able to see anything on our end, you have to call 611". And when we DO call 611 the agent say "sorry, we're not able to do that, you'd have to go in-person". So THIS TIME we went in with agent on the phone, and have the agent communicate with in-store rep, so they can't lie to us.This is why we're frustrated, going back and forth, these rep. is incompetent and lazy, when they don't won't to help, they tell us "call 611, we can't help". It's funny because when we purchase our phone, they were really helpful, but with anything else that they can't make a sale, THEY CAN'T DO ANYTHING TO HELP.
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December 2023 by R N
Customer service is extremely bad, it’s almost like the employees don’t want to be there. Also, there were transients inside the store playing with equipment. For a store right next to the headquarters, it’s really really bad.
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November 2023 by David Boston
Send reinforcements this place has been overrun: I arrived at 10:30 AM. There were already several customers waiting. I saw only three employees. Two with customers and one taking names for the que. I was informed that there were a few people ahead of me and it would be about a thirty minute wait. One hour later only two customers had resolved their issues and departed. By now there were about ten total customers waiting. They were still taking names and advising that the wait would about one hour. At this point I gave up and walked out. If I had chosen to continue to wait I'm sure it would have been at least another hour (2 hour wait not the 30 minutes I had been told). Do yourself a favor and find a different store or try to resolve your issue over the phone. T-Mobile should hire an appropriate amount of employees to support their customers, shame on them!
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November 2023 by Ron Wong
Brought my son in to exchange a watch under warranty. Got there at 7:20 Almost 40 mins before they close. Only 2 customers there. The manager Peter which was really rude wanted to kick me and my son out. He said they did not have time and I told him I was willing to wait. Really bad service I would not recommend this location and especially not deal with Peter with a chip on his shoulder.
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October 2023 by Ron Rodriguez Jr
Consistently bad service and a lack of interest in helping the customer with any other issue that doesn't involve making a purchase in-store.Forget about what you hear in the ads or alleged promotions. After receiving pushback at three different locations over two defective phones despite paying insurance for both, it's clear that T-Mobile store employees are trained to deny honoring any agreements and only push upsells. You'll only receive some modicum of service if you call their Customer Care line and have half a day to get transferred around from department to department.Our most recent experience, the Assistant Manager at Factoria (her name started with an 'M', Miranda? Melinda?) was especially rude and unfriendly once she found out that we weren't there to purchase anything but were there just to exchange a defective phone that we requested be sent to their store. Additionally, the manager at the previous store it had been sent to refused to honor our insurance and wouldn't exchange it. It was all about pushing us into an upgrade we didn't want.It's surprising that such bad service would come from a store that's literally a parking lot's distance from T-Mobile headquarters but I guess that's indicative of the company as a whole if even the employees that are a stone's throw away don't care about how they treat the customer.I had already been through an ordeal with another T-Mobile store that completely botched our exchange then I spent a day talking to Customer Care by phone trying to remedy the situation, I told the Assistant Manager to look at the notes on my account as instructed by Customer Care but apparently we weren't worthy of good service even after whatever was entered there. She grudgingly had an associate exchange the phone for us while standing over at the next podium gossiping about us with another employee. T-Mobile apparently has pretty low standards when it comes to in-store customer service because this is the third store where we've encountered exceptionally bad service.Definitely go with another carrier if you can. T-Mobile is garbage. I'm already in the process of moving to another carrier.
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October 2023 by Jess Nault
Not a customer. Will answer your questions and attempt to provide a solution per your guidelines. No pressure sales and service. Friendly, professional, and prompt.
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September 2023 by MVH
Time for a new phone. Employee was very helpful, no pressure and answered all my questions; Sometimes two or three times. ? Changing from AT&T to TMobile was one of the best decision I've made. Love TMobile ??
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September 2023 by Ann Schubert
T Mobile came thru beautifully in the end when I called the corporate headquarters. The problem they resolved is below.I almost switched to TMobile but my current carrier could not unlock my phone as it was too new. I received my SIM cards from T-Mobile, but obviously could not install. I went to a store to ask to postpone starting the service but clerks could not do it. Phone call did not work. THEN T-Mobile took a payment from my bank, even though I was still with my current carrier.After visiting T mobile stores in person and on the phone I was unable to get any satisfaction because I didn't have the 6 digit PIN which I didn't recall setting up nor receiving. Apparently the local stores have limited authority which is why they referred me to the customer service number.And yes, within a day the money was refunded. All's well that ends well.
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August 2023 by Justin Scheild
Received a new 5G phone (courtesy of T-Mobile). This sounds like it should be a good thing...... However, I cannot get any service on 5G. I do not get any reception at home and just today I was in downtown Redmond with no service - and had no service while traveling between Redmond and Bellevue. These are major cities in the greater Seattle area mind you. In addition, our cell spot does not offer service on the 5G band. Because of this I have now turned off the 5G band on my phone and turned on the 2G band while disabling wifi calling. My phone can now receive service via our cell spot - but only on the LTE band. The moral of this story is that 5G is not ready, yet they are trying to force it. In addition, I can no longer get U.S. based cutomer support. To be fair I have tried in vain to use their (now) Phillipines based customer support, but they are not very capable if there is a technical problem. I am to the point that I am ready to jump to another carrier after decades of being a loyal T-Mobile customer. What they are trying to push onto their customers is ill-conceived and ineffective at best. Just another out-of-touch corporation counting pennies just to lose dollars.
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July 2023 by Webb B.
Tmobile now charges $5.00 to pay your phone bill. This rip-off is going to cost them tons of customers
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July 2023 by Kevin Yuan
Service provided from this location doesn’t seem to be professional and helpful. I wish the agents working in store can be more patient and passionate when performing their duty.There were two things that I needed help with.1) Payoff my phone which was on lease, also getting it unlocked. I was told by representatives in store to call “611” and get my phone unlocked2) Gather transfer pin and mobile account number since I needed to transfer my phone to Xfinity serviceFor 1), phone is automatically unlocked after it’s paid off according to the agent I spoke to over the phone. The person I spoke to was also confused why I was asked to give them a call.For 2), this is where the unpleasant experience came from. I was requested to gather transfer ID and mobile account number from T-MOBILE but I was told by two representatives in store to call customer service instead. They stated that they don’t have access to these personal information. However, when connected with an agent over the phone, I was told that these information are already accessible through T-Mobile app (didn’t even take 5 minutes). I don’t know why I was told different stories by agents working in store. It sounds a bit unprofessional to me and hopefully they are not just trying to juggle responsibility, lighten their workload just by lying to customers. Also I hope it’s not because I am Asian, since I remember other customers were being actively helped during the time.I also wasted a lot of time speaking with one specific agent in store, hearing her selling the good things about other kinds of service I can pick from under T-Mobile and meanwhile diminishing Xfinity service. I found it a little irrespectful - I was on the phone with an xfinity agent during the time, seeking for some immediate help from T-mobile representatives. But instead, had to listen to her promoting T-Mobile nonstop. I had to mute my phone to avoid these unpleasant conversations. I would appreciate these representatives to listen to customers’ true needs a bit more.
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July 2023 by thanh pham
Had an issue with an iPhone purchase I had made just a week ago. Was told by store employee to email them and they would respond by the end of the day. Of course, no response. Resent the email and even called to make sure they got the email. Of course, no response. Called them again and told to email them again. Again, no response. Maybe other stores are better with service.