Got told the bill will only go up 40$ they added a free tablet and Disney and all that bundle to it now my bill is up by 300$ and the guy that checked us out is there certain times we went in about 3 times was told it's a technical issue should be fixed and it is still showing the same amount I call the store to confirm the person there is working and they never answer the phone if I call T-Mobile over the phone they tell me I have to go in store I cannot keep going back and forth ! I thought I was getting a deal but feels now I'm getting screwed over u can take back the tablet and take off the Disney plus and I will still pay 40$ a month for the phone only which we wanted originally only the phone but we confided in the guy in this supposed great deal !!! read more

Once they've sold you the phone, they don't want to help you after that. They don't answer their phones in-store admittedly. And when you go in, they do the minimum while they're waiting for their next break. I don't think these people work beyond simply selling you things. It was laughable and a beyond horrible experience. We had to get the help they should have given us on tech support over the phone because of their extreme complacency and incompetence. If I could give less than one star, I would. It was a truly unbelievable experience. read more

When we walked in we were barely greeted. When we asked about T mobile priority they didn't even know what were talking about and didn't even looked like they wanted to be there. Then came back and told us we didn't have an upgrade and had to pay full price on one phone and more than half on the other, when online it says that we have upgrades. When we kept asking questions they kept saying they didn't know. On top of that they did not look professional at all. We went to the T-Mobile experience store on McDowell after and wow what a difference! Everyone was so professional and nice and knew exactly what they were doing. They answered every single one of our questions and got us the priority for the line and got our upgrades within 15 minutes and we were out the door. I will never come back to this T-Mobile on cotton. read more

I won't say the entire staff is not providing customer service. Notice I didn't say great or even good service because they provided neither. The clerk didn't raise his elbows on the counter and then just nodded. I asked if they had the iPhone Pro in stock and he said he needed my phone number to check he said it was policy. I just wanted to know if they were in stock. He kept saying it's policy. I asked to speak with a manager. He went back to the office and I heard the manager say just tell him I'm in a meeting. After a while the manager looked at the associate and said why didn't you just tell them we didn't have them in stock. By this time I was really frustrated and asked to speak to a district manager he said they don't have one. Well I found out this is an authorized dealer for T-Mobile so my recommendation is go to the T-Mobile on 15465 W McDowell Rd they are a corporate store and seem to care about customers. I spoke with Andy great associate. read more

My experience with T-Mobile was not that good it was very hard to cancel but there was one person at the store that helped me out a lot her name was America, she was very patient and she helped me I really do appreciate Aries she everything that she did Thank you so much as far as your support the 800 number not that good not at all But thank you again America? read more

I wish that this location had better customer service and more employees was waiting in line to transfer 3 lines from a competitor line to t mobile but since I experienced such horrible customer service I will never go back read more

I have a business account with T-Mobile. I purchased two wearable devices. I have three iPhones If you have an issue with any devices that you buy from here good luck trying to get any help after your purchase they will tell you to call customer support for anything. My iPhone watches are not working. I don't want the Internet no more they won't provide me with a shipping label, horrible I will be switching back to Verizon for sure read more

Attempting to change carriers. Chose Verizon. After 4 hours in the store nothing works. Numerous calls to customer service still nothing works read more

Been here almost 25 minutes EVERY SINGLE EMPLOYEE continues to ignore me ask I can to ask for help over and over. I strongly recommend going else where horrible customer service read more

Friendly employees and great customer service! I like it here been coming here for years and no issues

This place is criminal. It's a franchise and they aren't willing to help you out. Guy who helped us had dirty glasses and dirt under fingernails and thought we were stupid. He tried to tell us that the insurance was required in order to get the promos. I see another reviewer had the same experience. We went to a third party in Avondale on Dysart and McdDdowell next to Salad and Go and they were able to offer us discounts. read more

Joshia (asian Guy) need training and tact on how to talk to people! Kept insisting on what i needed help as his new co worker clearly needed help with a customer. Kept badgering about Tmobile service and how great it was .i don't have them for a Reason they suck and they know it !! most of them don't even know the specs to the phones are selling ! read more

Barbara and team were very patient and helpful. Store was very clean and social distancing and sanitation were on point !! Thank you read more

Went in for phone upgrades and we were greeted by Alyssa who went on to wow us with her product knowledge and charming customer service. Long story short we are so glad we stopped in and so glad we decided to switch carriers . read more

Today I went to add 2 lines in to my plan I was told there is a promotion and I was going to pay for just 1 out of the 2 lines. Same day I called customer care and they said that was a mistake of the store and I have to pay for 2 lines, and because I am on autopay I got screwed and there is nothing they can do. If I want to cancel they will charge me an incredible amount of money. So they made the mistake, they wont fix it and I cant get out of it? Absolutely a rip off. Will go to BBB, TV AND ANY OTHER PLACE SO EVERYONE KNOWS HOW TMOBILE IS DOING BUSSINESS. wILL CANCEL THE AUTO PAY WITH MY BANK AND WILL FIGHT THIS ABUSE ALL THE WAY. Is not so much the money, is the dishonest way they are doing business. Will go to the store tomorrow, and give them a last chance to fix their mistake, will post again!!! ZERO STARS UNTIL THEY FIXED THEIR MISTAKE, NOT MINE read more

Went in to upgrade my phone and add a line. Alyssa was extremely rude. She has absolutely no customer service skills.

This is a terrible place. No knowledge of how to help customer. No customer service skills. Do yourself a favor and drive a couple of miles further to the corporate Store on McDowell. read more

So my boyfriend & I went there for a Black Friday promotion & the associate Eileen conned us in a promo they had but didn't give the details of additional charges. The only thing she kept the promo as promising was the monthly payments will be less than my normal payments with my contract. To add to this though she turned on 3 lines when I only came to have one line, charged for the 3 lines yet never received any devices nor sim card, I came in a few hours later and she made it seem like that was just the charge to activate my phone (3 35$ charges)? No way! So I called t-mobile today and they confirmed she didnt give me correct information and it was false info she gave and they had to refund me 70$ thats just the start, they also said she somehow gave me a double phone bill for the month so the minimized the additional 100$+ and took it off my bill and said that was not good customer service she gave and apologized sincerely. Lastly she said for black friday and for the time of a wait she was (throwing in a screen protector, phone case & charger with charging box all for free) I asked on the phone and it was as well another additional 100+ she conned me on. Dont go to Eileen she was extremely unprofessional yet she seemed so pleasing. read more

This place is great I stopped by chance to get service and get out of AT&T service and they were running a great promotion got some phones, the customer service here is amazing. Consuelo is the that help set me, I especially like how attentive she was and had a great attitude. I recently went back again because I wanted to get a phone for my Mom, and instead of driving to my T-Mobile store 2 blocks away, I drove the 45 minutes to this location to see Consuelo. This is my to-go T-Mobile store, and it should be yours too! They have an amazing team, Yaritza has a great team there everyone is very polite and have great attitudes! This is my go-to store, and should be yours too! read more

Buyers BEWARE!!! They will lie through their teeth to get a sale out of you and once it's done, whatever rapport you've built with them is tossed to the side and their customer service becomes minimal. What they do there should be considered predatory sales! read more

I wish yelped left the option for NO STARS! Whatever you do - I hope my experience will prevent others from having a nightmare experience. I may in fact proceed with filing criminal charges against T-Mobile so an official investigation is launched! Here is my story. I signed up for the 5G internet service. I was told at the store that I have a 14 day FREE trial period. And if for any reason that within the 14 days - I am unsatisfied that to return the device to the store for a FULL REFUND. To get your business Tmobile is amazing. They will lie through their teeth and probably sell their own child for a buck. Now the hell experience ... 1. I was denied a 6 digit PIN at the store. This was intentional to block me from returning the device. 2. I went to the store to return and they said NO. That must be done calling the 800 number. Impossible to do it online. 3. Their customer support is clearly overseas. They don't care. 4. When I got off the phone - they said because I did NOT have my 6 digit code that impossible to return the device to the store or even cancel the account. 5. J KNOW all my pins because it's the same one I have used for all my cell service from day 1! 6. I have verified email that shows I did IN FACT receive an automated 6 digit pin and I was informed in that email to NEVER release that pin. Guess what folks??? That Pin is NOT a PIN. 7. Finally, and I mean after 12 hours of non stop he'll - I finally got someone who could cancel my Tmobile account or so I thought! The account is supposedly canceled. BUT get this NOW they refuse to send me a shipping label because they said I don't have a pin. A PIN they never asked me for. I would bet my life that if the cameras are on that T mobile store that this will reflect the truth. 8. Where I am NOW - is my account is canceled BUT Tmobile refuses to take back my device and impossible to get a shipping label. 9. After much profanity and physically losing it - I GOT a shipping label! Who knew - I just had to be an asshole to get Tmobile to do their job. Quite sad! I enjoy being a loving and kind person and it's NOT worth anyone getting on T-Mobile's level. And here I was ready to transfer my cell service too from Verizon to Tmobile. Thank God I did not. I am a very satisfied customer with Verizon! And another reason to NOT give your business to Tmobile is impossible to cancel anything. Not online!!! Must be done with a rep overseas and they want to know my life story and all this bait and switch crap does not work for me. If anyone has had beyond a nightmare experience with Tmobile and intends to sue Tmobile for major frustration, aggravation, holding one hostage to a device. Message me! I will be there to help you! Least I can do! Wow - usually I ONLY love posting 5 star reviews BUT this review is to warn other ASAP. If you choose to go with Tmobile - make sure you confirm 10 times what your permanent pin is. And do NOT let them tell you the account does not require a pin. And when they say they are texting you a PIN - that is NOT a PIN. When they email you and say this is your permanent PIN code - that is NOT the code either. It's a PIN - I guess you physically have to enter. I think what happened is Tmobile at the store - made up a pin and did NOT ask me so I would be blocked from returning the device so she could probably keep her commission. No wonder this place got such NASTY REVIEWS! read more

I wish there was rating worse than ONE STAR. went into a T-Mobile store to see if I could save on my mobile plan. I went into the Goodyear T-Mobile store located off of Yuma and Cotton Road in Goodyear Arizona. That place is nothing but a rip off at a bit and switch operation. They quote you one price and then when you get ready to sign the papers they give you a different price horrible experience. Don't recommend this place not less you wanna get ripped off stay away beware read more

I spoke to Eileen a really nice and helpful worker at this store and I couldn't believe when she told me she just got hired. Probably the best experience I have had at a store. read more

Brian's customer service and patience 100% best One I've seen so far! He'll go above and beyond to make sure you're satisfied.

I went here to buy 2 new phones for my account (replacing older phones). I knew what I wanted already, I had even researched the promotion I was using. They said I needed to purchase cases along with the phones ($30 each minimum) in order to get the deal. OK - that's not a big deal. You have to get insurance on the phones in order to get the deal. I checked this out online and none of that was part of the requirements. So, I canceled the deal and walked out. Sorry, you can try to upsell me but don't try to cheat me by saying that the upsell is required. I drove 2 miles down to the T-Mobile store at Pebble Creek and McDowell - got the 2 phones without the added insurance or cases. This store (despite being the closest one to my house) is run by crooks. read more

Joe the manager does not know customer service. I went to the T-Mobile on Estrella and Tony at the Estrella location is amazing! Don't waste your time at the Cotton location. read more

We had a great experience at this store. The gentleman who helped us named, Kid, was beyond helpful to us. We were transitioning our family of 5 over to their family plan to save our family some money. Our situation was complicated because of us coming over from different phone carriers but Kid figured it all out for us. I also took my parents in, who believe it or not were using a flip phone still, and Kid worked with them and got them comfortable with using the android phones they purchased. All around a great experience and I highly recommend the store. read more

Terrible customer service. This is a 3rd party store so they do not care about the service they provide. They will nickle and dime you for everything. read more

I've been a 20 yr customer with tmobil and this was the first time going to this location. I went to upgrade my phone and was told about a promotion if I add another line the 2nd phone was free. Knowing my son needed a new phone I asked if he was interested. He met me at the store as did my husband. The 3 of us heard Teresa tell us the add on line was an additional 10 dollars a month from my previous plan rate. With the 33 dollar a month and a protection plan my monthly bill would be going up 46.00 dollars. I had been looking into getting a smart watch as well which was also on a promotion. Just 10 more dollars added to my bill. She said we would need adapters because it doesn't come with the phone, asked if we wanted screen protectors and cases for the phones and told us that was already included in the price she quoted me on. Based off this information I calculated what my new monthly payment would be and it should have been 164.34. My first billing cycle was 193. This purchase was made just 6 days before my billing cycle which doesn't explain why my July bill is now 241 dollars. I put a call into tmobil and they are looking into the matter. I explained what all I was told while in the store with 2 witnesses who heard the same thing only to find out I was misinformed. What I was told was incorrect. Had I been given the correct information I would have held off on all the purchases and only upgrade my original line. I can't express how furious this makes me because I am now stuck and would warn anyone to go to a different location. I never had a problem at the store off Pebble Creek and McDowell. I'm on a limited budget and made sure to clarify all cost before my purchase and was lied too and I'm sure Teresa got a fat commission off her sales. read more

I'm a 20 year customer with T-Mobile and have 4 lines. My daughter's phone had only been working with wifi / no messages, calls or data when she wasn't connected to wifi. Obviously we knew something is wrong since we have an unlimited data plan and we pay for a phone line! Her dad brings her and the phone to this T-Mobile store on Cotton Lane in Goodyear. It's not busy. There are 5 employees and no other customers. They listen to what's wrong, and then say "sounds like you need to buy a new phone". That's it. That is the solution. The phone is one year old FYI and has never been damaged. It's not the phone because everything else works with wifi. So they leave and call 611 for T-Mobile Support. Support figures out that when she had gotten back from a trip to Mexico they turned not only the temporary international service off, but all of her services off. It has zero to do with the phone and everything to do with T-Mobile. How the 5 employees who saw the account and phone in person couldn't come up with another solution is beyond me...actually it's a racket to try to get us to buy another over-priced phone. Thanks for no help at all. read more

Brianna was very helpful and very knowledgeable about what I was asking. She was very nice and made me feel comfortable

The service is horrible and the staff are unscrupulous Avoid this location at all cost They do a terrible job of representing the company read more

There customer service is great they take care of me everytime I go there ....Lisette works there she is very knowledgeable and takes her time with each customer not rushing to get you out the door.. read more

They were sort of helpful at first, the guy outside smoking ended up helping me and seemed to me he didn't like his job. Not very chipper or helpful when it came to getting a phone.. and this girl was there just on the computer while a man was waiting for well over a half hour.. Then was told I had to get the phone unlocked after buying it cause it isn't compatible with my family mobile plan from Wal-Mart, my mother had a good time but as for me, not impressed. read more

I went to have them check out my husband phn cause tech support said I should go to the store. Well big mistake first I had to wait in the heat because I told the girl I had forgotten my mask in the car. So I went to get it and I had to wait 30 min outside. Girl said they would call me when it was my turn. People show up and walk right in. Yes I told this girl wait you told me to wait outside I could have waited inside. She replies yes. Wtf ok now I was mad!!! So I told them the problem when I finally saw someone this girl turns around and says this phn is old and slow you need a new one making a joke. I gave her a b try and fix it she just pushed on it and basically told me buy a phn cause there nothing they can do and basically ignored everything else I said. So I grabbed my phn and left wasted a time with these people. It's not the first time I just finally gave them a bad review. I'm just gonna drive the extra mile to go to another location!!!!! read more

I've lived in Arizona for a year. Went to the store now twice and they try to find ways to say no to their customers under any circumstances. Five of them in there not working. Had a simple request and as usual they couldn't help. Stay away from this store. I've even tried to bring this to the regional managers attention and obviously they've done nothing to correct it in over a year. It's not rocket science. Sad sad store do not go read more

Horrible customer service! They open at 10 AM and I walk in at 10:10 AM. There is one customer already being assisted and one couple looking at phones. I walked in knowing what I needed so I stood somewhat close to the lone employee working the store. A man walks in after me and also stands close to the employee. When the employee is finished helping the first customer, he turns around and offers to assist the customer who walked in AFTER me. I pointed out to the employee that I was waiting first and he looks at me like a deer in headlights and proceeds to help the same customer out. I asked when another employee comes in and he says "soon". It's now 10:45 AM and I am still waiting to be assisted. No other employee has shown up. Two customers have already walked out. C'mon T-Mobile, your business centers around technology and you don't even have a "take-a-number" system like the deli counter?! It's Saturday morning, wouldn't you think to have more than one employee working?! read more

Up on arrival, We waited for about 20 minutes and none of the employees acknowledged us or even said a simple hello. We left but realized we needed to go back because my mom was going to meet us there and she didn't have a phone to call her. We decided to give it a try again and went back in. Mariah the manager was doing something in her computer so I asked if she can attend us. She gave us a bad look and said yes. Then I told her that we were waiting for 20 min and nobody acknowledged us and before I finish telling her she interrupted by asking, how can I help you? All this with an attitude. I tried reasoning with her again but she rudely interrupted me again by asking, how can I help you? With a continuous attitude. We never even got a hello or sorry. At that point, I was already feeling upset because she was being very rude and not even looking at us as she was asking what we needed. My husband and I decided we did not wanted or deserved that kind of treatment and told her we were leaving. She didn't seem to care at all. We left that T-Mobile and went to a new one. There, they politely said hello and got to work right away. We ended up getting 2 PHONES AND A LINE From the T-Mobile in McDowell and Estrella. We got nothing in the first T-Mobile. I DO NOT recommend this T-Mobile at all! Worst service ever. read more