Went in to turn in my trade-in phone. Simple. Straightforward. Checked in. 4 people in front of me. I wait about 5 min and someone else comes in, tells them her issue,and she gets seen right away. I wait 45 more min. Nothing. Everyone is getting helped, getting checked in on, getting updated on their issues. Me, nothing. I ended up getting on T-Mobile's AI assistant and was helped right away. Never going back in to the store. What a waste of time. read more

Carlo Chidrome was lovely in assisting in 'setting up' my account, but that's where it ended. T-Mobile couldn't figure out how to actually get us phones, because they needed due to dual factor authentication could only be sent the T-Mobile number that was assigned to the said phones that we were trying to order. Countless hours spent on the phone, never actually getting the phones we had ordered and constantly being told we had to call someone else, Carlo was mysteriously unreachable, and to top it off we are getting bills for "monthly service" that we have never even fully activated. We are getting handed off every which direction, and I am regretting ever considering T-Mobile. read more

Because negative numbers aren't possible. Had to order my iPhone upgrade online because the phone I wanted wasn't in any local store. I was advised by the store and by another customer service agent over the phone it would be no problem to return my old phone at any location when I could. I walked in, and the girl sitting down at the counter could barely stop scrolling on her phone to help me. Then she refused to process the in store return Saying I had to mail it in Because she would have to get manager override and she wouldn't be able to help me. her attitude and lack of customer service is absolutely not OK. That was literally her job and she told me she didn't want to do it. If she actually wore a name tag, I'd put her name on here, but trust me, I will make sure the store owner knows what kind lazy employees are working for them. read more

tMobile has been our go to cellular phone service for about 27 years. I got my first T-Mobile phone in 1995 and haven't looked back since. TMobile's been fantastic in service and quick response to problems. I highly recommend it we moved from Honolulu Hawaii to Bonney Lake, Washington, and took our phones with us seamlessly. No complaints only praise. read more

In the last month I've wasted so much time with T-mobile after over 20 years of service I've switched to AT&T. They don't seem to want to help you unless they are getting a commission. They don't seem to know how to tell what my account is doing. They sent me to the Bonney Lake store to cancel two lines stating that 6th ave and Bonney Lake store are the only stores that can do this. I went to the Bonney lake store and they seemed Confused on why they would say that and told me that customer care already had the lines canceled and they wouldn't show as canceled until the new billing cycle. Customer care at 611 hasn't been much better. All and all it's all gone to crap. The only worse store I've been to was the Graham store. The stores won't talk to each other, so we play a lot of he said, she said. It seems unless you want to buy something or add more lines, they are either not able or not willing to help. I've been a customer since they were voice stream and now after 20 some years I'm parting ways. read more

I Upgraded my iPhone 8 to an iPhone 13 mini. Christopher was very patience and kind to answer all of my questions about switching over to a new phone an also to T-Mobile! I was able to transfer all of my stuff onto the new phone and even left with home internet , A watch, and air pods. Couldn't be happier. Thank you!! read more

A huge thank you to Ari and Ajhana! They were both wonderful, pleasant, hardworking, and caring. They went above and beyond, while not only taking care of me as a customer, but also all the rest that had come by. The atmosphere was very friendly and welcoming. My daughter loved them both as well. Thank you again! read more

Me and the fiancé have been with Verizon for many many many years. Years ago, we had switched to different carriers such as Sprint and T-Mobile. That long ago, service for those two carriers weren't anything compared to Verizon's service unfortunately, so we continued with Verizon, and paid the high price. We traveled a lot so the service was definitely a necessity. Now that we have moved back to the West side of the state and don't travel as much, we started feeling the pain in our wallets. Even last year when I upgraded to a new phone, I was told one thing about the bill, and of course, saw the exact opposite. Even after a representative noted the account what he told me, (I had him show me) Verizon still gave me the run around and nobody helped me out. Last week we made the decision to go check out T-Mobile again. We had heard that their service had become a lot better. Plus, we'd be saving at least $75 a month. We first went to a corporate location where the representative didn't understand any of the promos they were offering and even made it seem like we had no options and that we basically had to keep our old phones. We almost stuck with Verizon after that. But, we decided to go to the store inside the mall. And that's where things started looking up. You know that feeling when you're doing laundry and BAM, you just found $20 you didn't know you had? Yeah...it was kind of like that. Alex and Anthony were SUPER helpful, super informative, and gave us plenty of options. More options than you'd expect to find at a Chinese buffet! They didn't even grow weary of all of our questions and believe me, we had TONS of questions. Especially after being screwed over so many times from the wireless companies. I could go on and on about technical stuff but I won't bore you. The main point of this review is to truly thank Alex and Anthony. They meant what they said, they were sincere, and seemed actually grateful that we chose T-Mobile to give our hard earned money to. And they seemed grateful that we will now choose this store as our home base whenever we need help. Thank you again, Alex and Anthony. You truly made this an amazing customer experience. We salute you. We will definitely be sending people your way!!! Merle and Thomas. read more

Service is no good. Gotta leave comfort of home to make a phone call. Sumner, puyallup, Tacoma I sit at 2 to 3 bars. I wanted a boost so I didn't have to leave my home to make a call wanted me to pay 25 dollars to fix there service. They are overpriced. False advertising as well. read more

The only reason this is getting a 3 star review is because of Omar, Dan, and Lauren. They are all very helpful and friendly. Unfortunately me and my fiance went into this store today to replace our screen protectors and we were greeted by a woman with no name tag. She called her retail manager, Dan, "retarded" and while he was replacing our screens was making fun of him. Dan seemed uncomfortable and so were me and my fiancé. We were shocked that someone would act this way in front of customers. Every other experience has been great. read more

My husband and I were there this afternoon. We stopped in after being at Verizon asking questions about our bill. When we walked in every single employee said "Welcome to T-Mobile." Such a warm and friendly greeting made me feel like my business was valued. My husband started talking with Andrey, What an amazing employee. I do not say that often most people these days do the bare minimum! Not Andrey! He did everything he could to show us how much money we would be saving if we switch, how much a phone would be, what we would get in our monthly plan, and answered every question my husband and I had. He took the time to ask questions about our son (who was with us waiting too) while we were waiting for things to be check on. Once my husband and I got home we talked about why we will be switching from Verizon to T-Mobile not only because we will be saving money, we will be getting much more but because of Andrey! We want our money going to a company that has such amazing employees. Next week we are heading back and signing up! Everybody else who was in the store was so awesome and friendly and when we left every single person said "Goodbye" to us. Awesome customer service! read more

This is my home T-Mobile store and I've always had good experiences in here but today I had an exceptional experience from Anthony. I was just trading in a case for a different one and he was super friendly, really helpful, and very personable. read more

I had great customer service from Omar. He was not pushy at all. I could tell he was there to provide great customer service and provide the best care for his customers. I hate walking into a phone store being pushed into buying things just for the employee to get his or her commission. I did not get that from Omar at all. He took his time out to explain prices and what fits best for my spouse and I. Thanks again Omar. I would recommend to ask for him. I'm excited to be part of the T-Mobile network. read more

I went in to pay bill with Cash today I was approached by a guy with a tablet took my name said I was next in line then someone else was called up ahead of me .tmobile actually pays somebody to stand around with 1thumb up there butt and the other holding a tablet taking names instead utilizing them to actual help customers . I was asked if I have bill pay . If I wanted to pay through bill pay I sure wouldn't have drove to the store. Disappointing. read more

This store staff are full of idiots I go their because I needed my phone replaced and they replaced my SIM card and then the staff said to come back and we will get your phone replaced and a day later I go back because it did not fix my phone then I asked them to replace the phone and then the staff told me that they can't replace the phone because they can't do it then I was like "why would you tell me to come back to replace my phone when you can't do it" then they staff member was like" I don't know why he said that" then I was asked to see if they have any range extenders to see if that will help and the guy was like yeah it's 10.00 and you have to call customer support. I call support and the range extender is 25.00 dollars instead this whole store are full of idiots whatever you don't don't go here their is a t-Mobile store 5 mins away go their instead they are way better read more

My sister was a volunteer for hurricane Harvey she dropped her phone into flood waters helping other people.she went into this location asking for assistance filling a insurance claim because she had no device to do it herself.instead of assisting with the claim the sales rep lied to her and said she couldn't get a note 5 on insurance claim and that the only thing she could do is upgrade .it's sad that they needed or wanted a sale so badly that they would sacrifice integrity read more

Fast, fun and one step away from free. I love T-mobile. The employees explain things simply and in a positive manner. Andrey said he was new, but I don't believe him. He was killing it. He made the sale/switch for my bestie smooth and easy. Worth mentioning, most music services like Pandora and Spotify don't use roaming data so for sound hounds like me, it's just terrific. read more

It's a great place to purchase a new phone or some new accessories and to pay your bill but the associates can do better approaching customers to try and help them out. I only get along with two associates out of the 4. read more

Jackie C. was awesome, super helpful and understanding!! I came in to the location already frustrated as I had been trying to shut a line down for two months and could not access my account. Jackie C was able to help me and work through it with me until we got it. Unfortunately this did not prevent me from changing to a different provider after being it with T-mobile for 15 years! read more

They were extremely friendly while telling me that I woulod now have to pay full price on 2 S7 phones due to a telesales person telling me the wrong thing. Too bad a smile doesnt fix $1100. read more

So in May I get a call from TMobile stating that as a business customer they are going to give me another phone line and a free LG tablet and my cost was going to go from $150 to $120. So here we are in the middle of July. I got the sim card for the new line, price still the same as it was for 3 lines, still no tablet I have called o this twice before. I now have sat on hold for over half an hour again and still no free tablet. Why offer a business customer anything if your are not going to follow through. What a waste of my time! TMobile you cheated me on the initial purchase of phones and it took me 4 months to get my bill corrected only after I said I was going to call the attorney general did your supervisors fix the billing issue, now you don't even follow through with your free offer, why even bother your customers if you are going to follow through/ read more

We have had verizon for years. Living in a small town where that is all we could get. We moved to Puyallup, and immediately went looking for new service. We chose this TMobile store, and I am so happy we did. We didn't have a lot to spend on phones, so our options were a bit limited. But the guy who helped us (unfortunately I don't remember his name), was so incredibly helpful. He made sure we were able to leave with 4 phones and 4 lines, and stay within our budget. We had our two kids with us, and we were there for about 2 hours. The staff didn't seem irritated when the kids accidentally set off the alarms on demo phones (multiple times). And every customer that came in was helped super fast. They are consistent with greeting each customer the second they walk in. All around nice, helpful, and a very good experience. read more

I don't have the name of the rep as the incidents described below happened last year, but this location has dishonest representative(s) that need a sale so badly that they are willing to lie to the customer. I honestly don't think they make that much commission from device sales, but whatever the case was, that person lied to us. My boyfriend accidently broke my iPhone. It happens; Not a big deal. We were told that, with the insurance on the iPhone 6 that I had on my plan, it would take 10 days to get a new device and that I'd be out of a phone for 10 days. They also said that I couldn't activate a spare phone I had at home because insurance only covers the phone that is activated on your phone line. So, I would truly be without a phone for 10 days. Yes, I should have called Assurant myself, but I trusted the representative's word as the reps are an extension of the business overall. So, we paid full price for an Android device instead because I wasn't going to pay full retail on another iphone 6 (that I still was paying for through my phone plan). Well, I broke the screen on my Android device and called up insurance. Come to find out, they ship out overnight after you pay the deductible. I would have been without a phone for only max 2 days. That's a WHOLE different story and I could be without a BUSINESS phone for 2 days, but definitely not 10! Anyhow, I explained the situation about my iPhone to Assurant (insurance) and they said that they would have been able to replace it next day after I pay the deductible as well. So, this location in the South Hill Mall has dishonest representatives. Thank goodness there are other stores around the area. Tmobile isn't a bad company, they just have some dishonest employees. Actually, to be fair, they have one dishonest employee that I can confirm. read more

stopped in here yesterday to grab something for my phone. Everyone was super nice and helpful especially Perisa!

Super friendly and fun they had really good sense of humor too. I went in there and they looked at my account and were able to get me a bunch of stuff and my bill didn't even go up. The guy with the shaved head was funny smart explained everything really well and hooked it up with the deals and got me what works for me. Not to mention he was really good looking. LOL read more