On Thursday, I made an appointment for Friday opening time. When my wife and I arrived we were greeted by all three employees in the store. The Manager, John, knew exactly who we were and what we were needing to do, from the person who set up our appointment the day before. Already, we were impressed with the internal communications process and greetings. John reviewed our needs and once confirmed, he turned us over to an associate, Maximiliano (Max) to help us. Max was very pleasant and professional and dove right in to showing us available phones and reviewing plan options. I inundated him with question after question and he kept his cool while answering each one. I was impressed with his knowledge and ability to handle everything I threw at him. He worked extremely hard to find a plan that was just right for us. Once we settled on a plan, and Max was doing the required paperwork, John jumped in to start transferring the data, contacts and pictures from our old phones to the new ones, even further streamlining the process. I highly recommend this T-Mobile store and this team of professionals. read more

I had a screen protector installed at this T-Mobile location while I was visiting Flagstaff. I needed a quick solution, and they were very quick to sell it and put it on, which I appreciated at the time. Unfortunately, the quality of the installation was poor. Within just three days, the screen protector cracked, and by then I was no longer in Flagstaff. When I went to another T-Mobile store for help, I was told there was no insurance and no warranty on the product I had been sold. That's extremely disappointing. A product like this should last longer than a few days, and there should be some level of accountability when something clearly fails so quickly. This experience left me feeling like the focus was on making a quick sale rather than providing a quality product or standing behind it. It's honestly made me reconsider whether I want to continue my service with a company that doesn't stand behind what it sells. read more

Yaya was so helpful getting me set up with a new account with my old number. Super kind, friendly, and supportive. Ask for her!

They lie to you. We transferred phones from Verizon to T-Mobile to get better service and cheaper plans. The promotion was that T-Mobile would pay off our existing phones for switching provider. After 3 months we didn't receive the gift cards to take back to Verizon and went in to the store to figure out what's going on. The store representative had made a mistake by "ordering" the gift cards to soon (some policy you had to wait 7 days, they didn't same day) and now because it had passed the promotion period we are not eligible. Plus T-Mobile service sucks ass in flagstaff. Representatives are rude, if they hear you say a word they don't like the threatened to call the police. read more

Without exaggeration the service will go down between 5 and 10 times an hour . Mind you the staff is very helpful and kind and do what they can I'm not blaming them I'm blaming whoever it is who makes the decision as to whether or not they're going to maintain their towers because they do have Towers they just refuse to keep them running properly. One can only assume it is so an executive can keep his bonus . Avoid T Mobile in Flagstaff at all cost . It is nothing short of agonizingly terrible I have had T-Mobile for more than a decade and coming to this town makes me question why . read more

Great service. Needed a mobile hotspot for work and traveling. Got me set up right away, very knowledgeable and easy process.

This review spans an extended experience I had at this location beginning around the end of September to middle of October. The summary is that I attempted to return a device that I bought and was still within the 14 day window and due to an error by the sales associate...I could not return the device. For more detail, my wife drove 2 hours to this store (4 hours round trip) to be able to return this device as it was not working where she was working from remotely. We did this because we were a day away from the 14 day grace period for return. Despite this, the store employees essentially shrugged their shoulders suggesting something was wrong with the return process. They did not take responsibility for their mistake and stated that their manager (someone by the name of Nathan) was not reachable by the employees. On the day that the 14 day window was ending, a female employee of this t-mobile store to pursue the return once again. She cited the same exact thing as I stated above. When asked if I could connect with the manager (again, someone by the name of Nathan) directly, the staff cited she couldn't because of "HIPPA"...which for anyone in the medical field would understand that this a flawed reason as it does not apply within this context. This store appears to not have anyone higher up to handle situations such as these. I would warn absolutely anyone going here...that if you decide to return your device...you may be met with the same resistance that I had. Additionally I drove to three different stores that said the same thing. Additionally, any contact with sale support online or by phone with T-mobile I was told that I could not return the device online either and that in store returns would be my only option despite it not working. I was not helped and now am stuck with a device that does not work. Please be careful doing business with this specific T-mobile store and with T-mobile in general. read more

Quick and easy purchase/upgrade for an iPhone inside the T-mobile at the Flagstaff Mall -- we arrived while both t-mobile reps were serving other customers, but quickly a 3rd staff appeared to help us. Skye was super attentive and knowledgeable to help us get the best available deals. He efficiently handled all our requests and took the time to sync our new phone. We were all set and ready to go with a brand new phone and accessories within 30 minutes! read more

Had the utter misfortune of having to visit this store. I'm not sure what the goals of employees here are, but it's certainly not "friendly service". What should have been a simple pick-up (according to my Valley T-Mobile store) turned into an episode of bumbling employees shrugging and trying to hide behind "store protocol" I'm sure they didn't understand. One especially bitter woman (Kira, I believe) managed to ruin my day by bringing her bad mood to the counter. It really set the gold bar for unprofessional. Thanks for not working with a long-time customer, T-Mobile kids. You're going to get real far ignoring questions and pretending to be reading your computer screens. Also, the store manages to not have phone service, despite being a T-Mobile store. Which is awfully inconvenient when you're trying to call for real help (which you won't find there). read more

Thank you Andrea great service, she was very nice and patient explaining us what plan worked better for us. We will comeback for sure!

Switched to t- Mobil after being with Verizon for 15 years. At this location I was given false information 5 separate times. Causing my initial experience to be a very poor and frustrating one. Luckily the other location and customer service did a much better job helping. I would avoid this location at all costs. read more

Cool group. Got my new phone and all my contacts switched over in less than 10 min. Thank you!

I had the pleasure of working with Natalia and Max I believe are their names. I came in a few days before for a specific issue I was dealing with and left very confused and frustrated but Natalia kept in contact with me and gave me by far the best customer service I have had with any phone service representative. I came back yesterday for my issue again, Max jumped in to help Natalia and I felt very well taken care of. Max solved my issue in seconds, not kidding and I left a very happy customer because of Max and Natalia. There are many phone services to pick from and I chose to stick with T-Mobile because of people like Max and Natalia, they really flipped my day around. Great customer service! read more

Very unprofessional staff. Terrible customer care. Rap music playing loudly in the store. Go somewhere else, trust me.

I went in to T-Mobile with my dinasour phone, because it has been acting up. Roxy informed me that I was due for an upgrade on my phone, and she helped me pick the best one! After choosing my phone, I was very afraid of holding it, she helped me find a durable and cute case that I LOVE! She also recommended some really cool Bluetooth devices & headphones! I went in with a phone that barley worked, and came out with all kinds of new gadgets I love! She was very patient, and kind the entire time! Thanks Roxy! read more

I have been a TMOBILE customer for more than ten years. One of the reasons my family and I have stayed with them this long is their ability to always work with us to fit our needs. My daughter is going to NAU this year, and as a freshman she already has a ton of pressure. When she called us (down in Phoenix) and told us her phone just died after 8 months we asked her to swing by this TMobile location who could find nothing on her phone in our account. After calling TMobile we found that the phone was still under warranty and started the warranty process. After about a week we got the call that the phone was sent to the Flagstaff TMobil so we sent our daughter down to pick it up. She was unpleasantly met by Andrea. Andrea claimed that the phone was bent and they couldn't replace the phone. So in an effort to get this resolved quickly my wife and I drove two hours to see what was going on. We arrived there soon as they opened today. We were greeted by Andrea which is the rudest and most un professional representative I have ever had the privilege to meet. After seeing my daughters phone I couldn't believe it. It was bent a little less than a 32nd of an inch. But all they wanted us to do is purchase a new one .She wouldn't even try to help us come to resolution. Andrea should not be working in any form of retail and gives TMobil a bad name. We are considering changing providers do to this situation. Later we called Apple and they told us "no problem" if we can't fix it we will give you a new one. That's a stand up company!! (And what we expected from our provider) Buyers beware If you're in Flagstaff to purchase a new cel phone DO NOT go to this TMobil location!! Horrible... read more

I can empathize with Brian B.'s frustration. We have been T-Mobile Customer's since the inception fo the US subsidary of the company, 10+ years ago. Utilizing T-Mobile cental customer service, has been a pleasure. In the Phoenix and/or LA areas, same consideration with the storefronts., i.e., We enter the store, they look up our account, and take care of us, no pressure, no worries. Unfortunately, we have the Flagstaff Store, which, truth be told, is a quagmire compared to other stores. First, there are 2 "customer service" areas in the story, with 3 computers. Today, there were 4 staff, 3 appeared to be on the job, and one in training. When we arrived, each "customer service" area was being used, with a queue of about 3 to 4 customers, in waiting. After aobut 10 minutes, the queue began to snake outiside the store, most likely about 6 to 7 customers deep. The young lady in front of us, was just there to return a phone case, which surprisingly took almost 5 minutes of computer time, just to return after her 15 minutes in line. After 20 mintues in the queue, we were finally able to begin the process of returning the recalled Samsung Galaxy Note 7. I had previously spoken to T-Mobile Customer Care, who provided me with the process, "....Go to a retial location, return the recalled device, and either get a loaner phone, until the updated Galaxy Note 7 is released, or purchase a new device." This was straightforward, enough. The young man at the counter, had not processed a recall return, and asked his colleague who was with another client, what he needed to do. The colleague stated, "let me handle it" and informed me that he would need to see a receipt for the purchase of the device, for sales tax reasons. This sounded odd, and I informed him, it was procured through T-Mobile corporate, and courired to us, a few weeks prior. Any and all receipts, and our customer history would be in the "system" as well as a comment, relative to the call I had with T-Mobile earlier regarding the recall return process. We were informed, without a receipt there was nothing they could do. This sounded a bit odd, and I informed him, that was not what I had been informed by T-Mobile Customer care, I just needed to bring the phone in, as it had been recalled, and I'd be provided a loaner, in the interem. No dice, I was informed that I'd need to the receipt to return the "recall" and then I'd need to pick a device, whatever I wanted, once the recalled device had been returned, and they'd overnight it to me I informed them, that made no sense, once I returned the recalled phone, I'd be phoneless for 2 days, as it was Saturday afternoon. I stated this makes no sense, and received a shrug of indifference. They had other customers behind me, and seemed to have little regard for my current circumstances. Frustrated, we left the store, and contaced T-Moible Customer care. After explaining the situtation to Customer Care, they bent over backwards, to assist in resolving this challenge. They'll be sending me a replacement phone, overnight, with a return receipt for the recalled phone. It was resolved over the phone, in 10 minutes. Wow, amazing what a bit of customer service,and a can do attitude can accomplish, to support your customer base. We will avoid the Flagstaff T-Mobile location, at all costs. Customer Service 0 out of 5 Customer Wait 0 out of 5 Will you return: 0 out fo 5 Areas to improve: Instead of a Queue in the small confines of this Mall Location, how about a customer ticketing solution, "Now serving customer number 4." It was worse than the DMV. Instead of having 4 people behind the counters, and only 2 techs working, how about speaking with the customers in line, understanding their needs. Such as the lady in front of us, who waited for 15 minutes, to return a $20 item. Really? I'm a fan of T-Mobile, however I'm sorely disappointed with this locaiton. Will not be back. read more

Jamilex was the best manager I have ever encountered. This store was very well kept. All of the reps were phenomenal. 5/5 store. Very helpful. They were quick in getting me activated and out of the store. read more

The store use to be my favorite. Just recently I went in to price out a new iPhone, and quote on Apple Watch the new series. I got my quote, and proceeded with putting down payment for new phone. Then the sales rep there said, there is a sales on Apple Watch. You buy one get the other half off. Ok good deal. So I paid the $287 for iPhone and 2 Apple Watch. One for me and my gf. So they didn't have them in stock, which is odd. T-Mobile should have them in stock. So we had to order it. I figure the wait would be ok. She said it'll only cost you 6.99 to get it shipped out. So we have her card information and proceeded to check out. Paid the amount we were told and left the place feeling confident we are finally getting Apple Watch. Yes!! Unfortunately, nothing was shipped and it turned out we had to put more money down to get Apple Watch. What! We were only told the amount given to us. We paid the amount...and now we are without Apple Watch. We were both looking forward to them watches. Now we are bummed out. Customer service needs to be better and give everyone wow customer service. Better training rather than worrying about what's playing in the store. More professional reps are need in flagstaff store. read more