0 stars. Some of the worst employees I've encountered and that's saying a lot in a town this big. Maybe take them off the list of "participating locations" in T-Mobile emails? Not sure how these employees have jobs. Please get better staff at the 7th Ave store. They had no answers, repeated themselves, and made sure to say they could neither answer questions nor contact anyone else for solutions. read more

Top tier service at this location. Went in with a situation where I needed to reactivate my old phone and the 2 gentlemen didn't hesitate to get to the root of my problem and solve it! Very friendly and knowledgeable. The grade A service that you love to see. Thanks guys. read more

A total fail... broken phone...go here..they say they will order new one and have it in 48 hours..4 days latter and after a number of calls... I called corporate office only to find out phone never was ordered by this store...16 days later I got my phone and a bill of 20 to replace phone and no discount for all the time my phone was not in my hands and all my data was lost along the way... T-mobile showed me no respect and was just there to take my money..look to others for mobile service or never go to this shop ...thanks for the time... read more

This company is incompetent as they come. First their modern/router is terrible it cuts in and out all day and night and is so slow. You do there $50 plan and they can't even get your prepaid information correct took them 4 times to get it right then they try to change you a late charge for their screw up and continue to try and overcharge you. After you get fed up with their service which took less then a month the try to bill for another month after you canceled service 2 weeks earlier. DONT USE THIS COMPANY read more

I visited the Tmobile after receiving an iPhone 13 and needed a case and screen saver. Adrianna was an amazing help. She installed my phone in the case and applied the screen saver. Could not have been more helpful! read more

I'm very displeased with the customer service. I wanted to trade my iPhone 6 for an iPhone 6s and was told I needed to ship my iPhone 6 from UPS, and not turned in the store. Long story short the phone was lost and I had to pay for the iPhone 6 that I don't even have. Before paying for the iphone, my sister and I went to check why they were charging us so much. The employees said that my package was recieved but there was nothing inside the box. At another t-mobile location a lady told us that I had to turn it into the store. The lady from before said I had to ship it. This got me very upset because this whole situation wouldn't have happened and would've been way easier to turn the phone in the store. Why did they have to make it so difficult. Plus they gave me false information. I filed an investigation report with UPS weeks ago and they said that they havent investigated because t-mobile doesn't answer and UPS needs the box where the iphone was shipped and received by a t-mobile employee named Robert. I am so mad. They didn't give me correct information and I had to pay. This happened a couple months ago and I waited a while because I thought the problem would be solved but it was not. They didn't fix the problem because they're not worried about they're customers satisfaction but their money. I am now switching to Verizon. read more

Went to add a phone with the jump on demand lease option. The staff told me that T-Mobile no longer offers jump on demand. I almost believed them but I looked it up and was still on tmobiles website. I told them it was still on tmobiles website. They said they just don't do it on store anymore. Hmmmm Called customer care from the store and they told me that they should be able to do the jump on demand. Finally after getting the run around and having to call the manager since there was no manager on duty. They magically figured out how to get me jump on demand. Save yourself a headache and go to another T-Mobile store. read more

Carlos the manager went above and beyond on customer service. I would only hope that the CS on the phone end would take time to explain that when you transfer or change over an account in the store that you will be sub septuple to a activation fee. Yes, the CS over the phone failed at telling us those things. So we almost canceled. Manager Carlos assisted us in setting up the appropriate account for my family as well as a business account. The young lady that initially helped us was not only easy on the eyes, but gave us a awesome recommendation to a flick to watch on our Netflix account... read more

A bunch of idiots running around this place. Clearly no education and desperate for a check. Pathetic. They lied to my face about everything and added on things without my permission. They also were blasting gospel christian music which made me very uncomfortable. I will only order online now; these incompetent people don't deserve the commission read more

If I could 0 stars I would. Today, I was so disappointed to hear staff using racist tropes about Indigenous people & people of color at this location. I was being very well taken care of by a staff member who was a person of color & in the corner, several white employees were audibly talking about quote "Indians, Eskimos & POC IE colored people." As a person of color & a person of Indigenous descent, an enrolled tribal member, this is unacceptable. I confronted the manager who gave me a half-hearted, "oh, I am so sorry if you were offended." I seriously hope that the district manager reads this post & trains his employees in racial diversity. Using pejorative terms & laughing about it is no joke. Listening to racist jokes without challenging them is complicity. This store should be shut down until proper training is given to staff. I went into the store planning to switch services, I left happy that I didn't. Shame on this location. read more

I thought about whether this review was worth it after my experience with T-Mobile today. Pick your own battles, right? For all the good reviews about a service, there's a couple of bad ones and you wonder why. This is my why. I have never been a fan of T-Mobile from the start; I have only been a customer because of my parents: it fits their needs and the family plan is cost efficient. From the dropped calls in the kitchen of your own house to whatever suspicious fine print they have in their contracts, I have kept my mouth shut. Today was the final straw. My mother was wonderful in switching me to the new Android/Samsung A20. It was a cheap upgrade and a great new reintroduction after I had finally realized rationality after coming back from the iPhone epidemic. The overheating began with the charging chord. Every time I plugged it in, the phone would claim "overheating, my temperature is too high" and stop charging. However, if I left it in overnight, no problem; I slept through it. After the charging chord, however, it started overheating with every use and every push of a button. For example, it would overheat overnight and not charge at all. It would overheat during my workouts and not count my activity. It would overheat if I needed directions to a location, or if I was browsing social media or if I wanted to listen to music. It would overheat just sitting in one spot without me touching it. Obviously, I got a little irritated. Fast forward. The other day, my fiance and I visited the store on Bell Road because my new Samsung A20 has been having issues. The employee at the store was very helpful with us, and took a look at my phone in depth. He asked questions such as "Is it jail-broken, Have you installed any 3rd party software, etc". He examined it thoroughly and said it qualified for a replacement as it was a manufacturer issue. However, I could not replace the phone then and there because my mom is the owner of my account and she was not present at the time. Fast forward. I was supposed to meet my mom today at the 7th street T-Mobile location downtown as it is the nearest location to her office and she was on her lunch break. I came in first, and I was fine waiting for my mom. The store was mildly busy, and that's cool. It was about 11:40am. About twenty minutes later, we're in the same spot. No one has come to assist us and at this point I am starting to get irritated. At the 30 minute mark, I try to convince my mom to leave and let's do this another day. She says she cannot because we're next in line and she doesn't have time to wait until another day. I bring up the fact that we've been next in line for the last 30 minutes. The 45 marker hits. At this point I'm just frustrated. My mom is a saint and is still being patient (reminder that she's on her lunch break, and we're through more than half of it by now). We're finally assisted. We show the phone to the employee (I don't remember who it was but this is not the employee's problems, it's the company's). The employee immediately looks it over, and unlike the first T-mobile store we went to, he claims it has water damage. He takes out the sim card, and VERY QUICKLY FLASHES THE SLOT at me and says "See that red line, that's water damage". What red line??? I didn't see anything??? Then he says that the phone is past warranty and only insurance can get it replaced, but it will be with a refurbished phone. Fine. Cool. My mom has insurance on the phone. But how do I know that the refurbished phone won't have the same issue??? My mom then asks how she can claim the refurbished phone. The employee says they can't do it in the store and gives her the customer service number. My mom is showing signs of irritation at this point, but she calls anyway. Here, I am pacing back and forth due to my frustration. My mom has now been sent from an automated call to a person and that person didn't know what she was talking about and tried to charge her an 8$ fee for servicing the call, which my mom refused. Then, the person from customer service transfers her back to the automated call and after several questions, my mom is finally transferred to the right person (albeit they are incredibly hard to understand). This is the hour and 45 minute mark, almost entirely my mom's lunch break. She finally gets through to someone who can help, and they don't understand what's going on and try to transfer her back to the store. This is where she gets angry and puts her foot down. She finally gets through to them and they are finally able to make the claim she's been wanting the entire time. She was still on the phone as we left the parking lot. Don't go to this location. Actually, don't sign up for T-Mobile at all. Go to Verizon, go anywhere else. T-Mobile is the worst phone company I have ever been a customer for and I wouldn't recommend it to anybody. What the fuck, T-Mobile? read more

T-Mobile, from Customer Service, to Technical Support, to Billing, to Supervisors, and Management, Thank you! To current customers and non-customers please take note as T-Mobile is where you want to stay or be in the years to come. They have amazing things coming around the corner and you will want to be a part of it. I know this because they listen to their customers and respond appropriately exceeding my expectations. My experience the last six years from both a personal and business account perspective has been most incredible, most uplifting, and most desirable a consumer could experience. When I switched carriers from Verizon to T-Mobile I was looking for an economical and quality carrier. I not only found that, but much more that exceeded any customer experience in my many decades on planet earth. I have had some great company experiences in my lifetime and personally I have delivered top-notch Customer Service and Technical Support as well. In Aerospace I received letters of accommodation and recommendation from Japan Airlines and the Boeing Company including a Memorial from JAL. I know customer service and technical support. T-Mobile, hands down the number one company experience in my lifetime. It started six years ago when I was located in an area that had no service by any carrier. T-Mobile found a way to get me at least 2G to my phone. I did not know 2G still existed. No carrier could penetrate this structure, but T-Mobile did. They used engineering and finagled phones until they found the right combination. They never gave up to fulfill my service in a desperate situation. Two years later I switched over to a business account. Again, out of nowhere they made my experience 100% better by assigning me a team! A team of people available to me 24/7 all seven days a week. This team knows me better than any company has in the past. They are at the meat of my business keeping my operation alive and well. T-Mobile has never wavered. I believe in their customer centric mentality throughout the company. They look at your circumstances and make decisions based on your needs and situation before their own. Their genuine concern and expertise in resolving technical issues is exemplary and unparalleled in the cell phone industry. They have helped me immensely in overcoming a changing economic landscape and every day challenges life can throw at you like theft and technical issues. At the end of the day their actions are what separates them from any other organization. T-Mobile is behind me, in front of me, and they will be, by my side as long as I buy cell phones. One of the most impressive moments recently was when they got LG on the phone with me. The actual manufacturer. I needed back up completed beyond three phones, to help me with recovery. That was a first as they wanted me to be assured they have no limits to deliver exactly what you ask for. I want to acknowledge my team at T-Mobile with this endorsement. Thank you very much Team! read more

Amazing service. Management was really helpful about my issues with ma phone. Thank you all!

So grateful for people like Elijah! I was visiting Arizona from Florida to do some hiking when my iphone went dark and didn't turn back on. I walked into this T-mobile store with low expectations but hoping for the best. The goal was to file a warranty exchange as soon as possible so I'd have a phone to work from when I returned home. Elijah explained I had AppleCare and couldn't do a warranty exchange in store. Instead of dismissing me, Elijah guided me through different options. He logged into AppleCare for me and called them directly. He sat there with me despite the store getting busy and he provided me with the best customer service I received during my entire trip to Arizona! Thanks to him I am going to have a working phone waiting for me when I get back to my home state. Thank-you Elijah! You are amazing! read more

Really disappointed with their customer service. I called a total of 5 times, the other 4 was where they'd put me on hold for 10 minutes and then hang up! Really needed help with our account and they couldn't deliver. Even the manager proved useless- continuously told me he couldn't perform a task (tasks the old manager had no problem in doing). They take zero responsibility and are super unorganized with account history. read more

I am disabled and unable to wear a mask. I needed assistance getting my T-Mobile phone transferred from another company. I social-distanced and bothered no one. As I was talking to Consumer Cellular to unlock my phone, two "managers" walked across the store in unison and began yelling at me to put on a mask. I tried to reason with them and explain my disability as I was talking on the phone. They would not stop harassing me. I had to fight to get my phone functional. Horrible experience. Store on Indian School and 16th Street. Horrible treatment. Never going into a T-Mobile store. Will be looking for a different provider. read more

Buyer Beware! Being a loyal customer means nothing to T-Mobile! They will steal your money and think nothing of it !! As if you didn't already know that. Let me make a long story short:: I had a prepaid plan. I paid $50.00 per month for talk, text and data. I had just paid my pre-paid bill and then we upgraded our phones. Now I have a VERY nice phone and a post paid plan. However, they WILL NOT give me a refund or even credit the new account. Even though I have been a loyal customer for more than 10 years! They said that their policy on prepaid plans is that if you cancel the service at any time, the balance remaining will be forfeited. I know it will hardly matter to this corporate machine, but I am paying the balance off the new phone and moving on to a new carrier and I will NEVER recommend them to anyone, which I always have in the past. Instead I will share my story of how I was ripped off. T-Mobile you should be ashamed. read more

I've grown to hate going into the T-Mobile store when I have a problem because I always leave feeling like I wasn't properly helped, but yesterday I received the best service since I've been a T-Mobile customer. Micheal was very helpful and patient with me during my 2 hour visit and even helped me get a better deal and phone then I expected!! I came in simply wanting to do a simple trade-in to an 8 but after Micheal explained the payment difference between the 8 and the XR I could easily see that it was in my best interest to get the best upgrade possible. Even when he ran across trouble with my account he waited on hold with customer service to get answers to ensure that I got the phone I wanted that same day because I had a concert later that night! I've been to 5 different T-Mobile stores in the past 2 weeks and I truly believe this store (worker) was the most helpful, I wouldn't trust anyone else to handle my account! If you're trouble with T-Mobile I would definitely recommend this store in particular! Thanks again Micheal!! read more

worst telephone service ever !!!!! i switched to t-mobile 4 months ago after being with a carrier for over 8 years ... all this hype about how good of service you are supposed to get !! lies!!!!!!!! has been the worst , most stressful business move i have ever had to go thru. 1) i have never had more than two bars on a 5g network since i got the service. 2) it literally takes 5 min or more to send a text.. 3) calling very rarely goes thru and i have to try several times to make the call before it actually goes thru. 4) my bill has not been correct since i signed up with t-mobile. even after going to my local store and talking to customer service for over 4 hours now in total of my time. 5) after 4 months the billing dept. still has my bill wrong, i have had my service shut off, lost jobs, and money due to t-mobile service. i was never reimbursed for the overpayment i had made to them 2 months in a row to keep my phone active becaiuse they had the billing amount wrong, and still do. 6) i have to call every month to t mobile rep to get my account adjusted so that the right billing amount is credited to my account and to keep my phone active, otherwise they shut it off for non payment for money that i dont even owe. 7) phone was supposed to be free for switching service, it was not... 8) watch was supposed to be part of the promo (free) it was not. should i go on?????? t-mobile... you suck... pretty sad that a statewide , multi million dollar company has such bad service, and an accounting dept that doesnt know how to read the accounting ledger or fix it.. read more

Today my wife and I went to the T-Mobile store at 7th Ave. and McDowell. I had previously gone to the T-Mobile website to do my homework so I knew what we wanted. The website offered a buy one and get one free (w/trade in of old phone) and a reasonable plan for people over 55. We we buying two $850 Samsung s8 phones).They said no problem, did a credit check (my fico is 801) took all my info and then all of a sudden said no, you can get both the phone deal and the over 55 billing plan. I said thanks and walked out. Tonight I call the T-mobile website and they said no problem with getting both the phone deal and the plan. I signed up and all is cool. I asked my phone rep why would they do that at the store and she diplomatically replied they may have got a better commission buy upping me on the plan. I should have read all the other yelp reviews before even going to this store. read more

Came here to replace my son's phone and had THE BEST customer service from store manager Kyle. We were visiting from out of state and the situation with my son's phone was slightly complicated. Kyle went above and beyond with his help and the situation was taken care of. Thank you so much Kyle! read more

Great place the sales rep are very nice in polite especially Christian and the manager Kyle they were very helpful very nice and friendly made my time a t mobile very pleasurable thank you guys for your smiling faces read more

Not too happy here. I was switching over from Verizon onto my boyfriends plan. We told the associate we wanted to update the plan, get rid of the smart watch line, and keep my current number. He didn't go over any plan options my boyfriend and I had to look them up online in front of the associate. He never canceled the smartwatch line. As a way to possibly make up for the annoyance we asked if there were any switch over offers available. The associate proceeded to tell me if I traded in my iPhone (which he inspected the condition) I could get a NEW, yes brand new, iPhone for NO charge. Of course I said yes! As we are setting this up another associate comes and tells me that the deal ended the day prior. Excuse me? So no new phone. You'd think workers would be aware of deals BEFORE offering. Was also told I'd get information for a free Netflix account that is stated in the new plan...never did. Not very happy. read more

I went to this T Mobile location to use their jump program to upgrade to the iPhone 6. The woman who helped me informed me that I would have to use cloud to transfer my information. In the past at other locations they have been able to sink the phones immediately. She said they were unable to do that anymore. I had never used cloud to back up my phone and it was going to take hours. In an attempt to find a solution I asked her if I could take my old phone to the Apple store and have everything handled that way and she said I would need to then send my old phone to T Mobile. I asked her if once I had the new phone if I could just drop the phone off at the store and she said no. After more questioning she informed me that some T Mobile locations can sync the phones instantly but that store doesn't have the equipment. I asked her which was the closes store that would be able to synch the phone and she said she didn't know. I asked her if I uploaded everything to cloud if I came back the next day if they could sync it in the store for me, she said if they had any phones left. I explained to her that I really wanted to do the sync in the store in case anything went wrong and confirmed with her that they would be able to sync it if I uploaded everything and she said yes. So at this point I really should have gone to a different T Mobile store but this one is very convenient so I uploaded everything to the cloud that night and went back the next day. The same woman was the only person working in the store the following day (I was really hoping I would get someone else but no luck). I told her I had uploaded everything to cloud and asked her if I could upgrade and sync the new phone in the store. She erased all the data from my old phone and boxed it up, and then began the sync on the new phone and it said it would take 3 hours! What was I suppose to sit in the store for 3 hours while it synced? When I brought it up she said that sometimes it takes a little bit. 3 hours is not a little bit, 15 minutes is a little bit. I ended up without a phone for the afternoon and had to sync it from home later in the evening. read more

REALLY SHITTY ATTITUDE THERE. They act like their knowledge is better than you and talk down to you. I came for help not attitude. And when someone says thank you you say you're welcome not yeah whatever. read more

been with t.mobile 7 years now and they go out of the way to keep me happy. i have used 4 valley stores and have had outstanding service at all!!! thought this was odd so after a little investigation i found out a similar connection. a young woman i met in mesa at the stapley store who was sharp as a tack and had a real love of what she was doing and a super personality.i knew she was going places do to her business acumen! i told her so. so after 4 years later i walked into the store on 7th avenue which i have been using since i relocated to downtown. i went in and there she was. now a district manager in charge of 6 outstanding performing stores. a reunion it was sweet to see such a bright young lady climbing the corporate ladder as i new she would! as a previous businessman in ny state i knew talent when i saw talent. congratulations for t mobile in recognizing her outstanding leadership ability.kudos georgie for your success and kudos to t mobile for recognizing it! if you want to be treated like family and with courteous and professional service i recommend any one of her 6 stores for your mobile phone needs!!! you will be happy you did! joel cohen phoenix. jcohen828@gmail.com read more

Went in there on a hot day, place was crowded but a man named Kyle immediately greeted us and gave us the best service EVER. Knowledgable, kind, helpful and fun to deal with. The phone we brought in was broken but he sent us to a place called CPR - cell phone repair - to have it fixed. He was so good at what he does that I almost hope I had another issue to deal with so I could go back to his store. TMobile should be proud to have him. What an asset. read more

People listen up .... You will never ever experience a greater customer service experience more than the second you walk into Kyle's T-Mobile Store ...I'm one of those oldies (53) that spent a lot of my younger years in customer service fields and was proud of how I treated people and how much I could help them ......I just haven't felt that level of service in so many years .... I thought is was gone ......until I walked into T-Mobile .....Kyle's T-Mobile at 7th and McDowell ............... what a fantastic experience especially because at my level of technology they took the time to listen to my needs and not try to sell me something I don't need and cant understand .....and are always there in person to help me if I don't understand something about the technology .......................JUST AWESOME ..... read more

Kind, knowledgeable, friendly, and extremely helpful staff. I went to the store and needed to not only purchase a new device but also transfer multiple devices from a different carrier. Given the complexity of the transaction, it took some time. That being said it was all done with in 30 minutes. Equally important is that the sales representative, Jeremy, was fantastic in not only his knowledge of the process and the technology and available plans, he was beyond capable in explaining everything to me. I am extraordinarily pleased that I switched to T-Mobile at this particular and would highly recommend it to anyone. Dealing with a new wireless carrier can often be frustrating because of the nature of the transaction, but if you go to this store you will not be confronted with any sort of angst. Especially if you are lucky enough to have Jeremy help you. read more