I went here last month to get a new phone since mine had reached its limits. Hannah was swift to help me, efficient, and provided amazing customer service! She went above and beyond to make sure I had everything I needed. When I had gone back to figure out how to mail my trade-in phone, she was more than willing to help me figure things out a second time. Both times she created an enjoyable experience to a mundane process. That certainly takes character and skill! She has proven consistent and a hard worker that deserves a raise! read more

Ariana lied on the phone about the deals they were running. I drove all the way from Auburn only to get there & have her back pedaling. No apology offered. Just Shameful lying. I do not recommend this store of liars. read more

As an update, after settling and closing my account, I received a $30 bill from t-mobile, not sure what it was for but I paid it. The next month I received notification that I was owed $30. I called and was told they would review the credit and I should receive a credit to my card, I never received it. I again received an invoice for the credit this month, I called again and was told they were unable to open my account since it had been cancelled and I needed my old pin. Since I have no idea what it was, I'm being forced to go to the t-mobile store, wait for another hour for someone to speak to, show my ID and call them back for the credit. I can't explain how frustrating it is to deal with this company. If they were the only mobile company in existence, I would resort to two tin cans and a string rather than dealing with them. read more

I entered the store right at 6:30 PM. There were 4 customers, 3 T Mobile associates with 3 of the customers. The 4th customer; a man holding a baby. Not sure when he arrived. I was about to walk out and leave at 7:20, when he and I were finally greeted. She took his name and reason for visit. I gave my name and expressed that I cannot wait until 8 PM (closing time). Instead of giving a rough eta when they will finally get to me, she said, "okay, you'll probably just want to come back tomorrow." It was clear there was no interest to help anyone else or be efficient, when they never greeted us, until a family of 4 entered at 7:20PM. Terrible interest in taking care of the customer's needs in a timely manner, to greet them or be productive. read more

Being a T-Mobile customer for nearly 10 years, I was deeply disappointed with this store and decided to switch to other carriers. I purchased a new phone from the store, and after 4 months, while charging my phone as usual, the USB C port overheated and malfunctioned. Seeking a resolution under the one-year warranty, I visited the store where the assistant manager denied my request. Instead, he insisted I either buy another phone or find a different working phone for a trade-in. When I inquired about the manufacturer's warranty, I was informed that since the phone was bought from T-Mobile, they were handling the warranty. Despite initial assurance from customer service that the phone should be covered by the warranty, the store manager denied it. Finally a rep. suggestion to purchase insurance and replace the phone through that route. I realized that would be a fraud and finally chose to forgo my 4-month-old phone and switched my family plan to another network. Unlocking my son's phone proved to be a nightmare. Despite the phone being purchased from Samsung for T-Mobile, I received conflicting advice from various techs, including working with Verizon, Costco, and Samsung. A final attempt at the store, as suggested by the fourth tech, was unsuccessful. After an unproductive conversation with the fifth tech, I decided to escalate the matter to T-Mobile's CEO. Fortunately, Mike was very kind and had his team unlock my son's phone. His staff also directed me to the proper place for the warranty work. The entire ordeal could have been avoided if the store had simply advised me to contact the phone's manufacturer. read more

I've been using T-Mobile now for 15 plus years and have nothing but positive things to say about them Every time I come into this location I'm greeted before the door shuts behind me. They are always very helpful and take good care of me. They tell you right up front how much my plan will cost every month and it's alway dead on. Before T-Mobile places would give me my cost but when I got my bill it was alot more. When I called they gave me the BS treatment. They forgot to mention state tax,federal tax, county tax blah blah blah. . Very happy with T-Mobile. read more

T-Mobile Experience Store - Mobile Phones Near Me - Bonney Lake, Washington

If I was able to give 0 stars I would. The worst customer service I've ever had! 8/5/2023 was the day I was there and there was two workers. One was busy with a customer and the other wasn't but seemed upset or irritated. Thumbs down. Highly recommend not doing business with this location. Hopefully the worker/boss sees this! read more

Been a T-mobile customer for about 16 years now. This location lives up to the expectation. I had to go in and purchase an affordable phone for my mother and did not want to spend to much money or time. Sayonara was there to assist. She was very knowledgable and made the decision easy. We had great conversation while she got everything set up. If you go in, ask for her by name. read more

If there is a zero stars I would definitely give this store that. This store charge me twice for an Iphone 12 pro max and the accessories. They said the transaction did not went thru so they have to recharge my card and get another phone to scan. It was kind of sketchy why they had to do that. They initially denied the fact that the charge went thru and didn't know what to do to resolve the issue. On my account two phone with two different IMEI numbers are being billed on one number. They also told me to call customer care because they cant help me with the equipment charge which again the store manager Jonathan and his staff doesn't know what they are talking about. I just got an email from customer care that this needed to be addressed by the store. I will be going there today to have this sorted out. read more

I really don't where to start except to say, stay away from t mobile. After being very long time customers, we are leaving. It's not the retail store's fault. It's momma bear t mobile. They infringed on my privacy, and did not inform me of their actions and refuse to reverse the lock down . They really don't care about their customers. Waiting on hold for literally hours to even get in, made a promise to have something fixed in 24 hrs, did not get ahold of us after the said time and didn't rectify the issue. Enough is enough. Worst company to work with. Good bye T mobile!! Beware. read more

My family walked in needing to transfer form under a business plan to our own personal account. We were able to all get new phones and an amazing plan and stay under our budget. Sayanara gave us the ends and outs of each plan and even recommended a purchase that would benefit us vice T-Mobile directly. We were very impressed with her knowledge, understanding and all around amazing customer service! Even the other workers were giving advice and talking to us. To Josh, you are running a nice shop. Great job! Side note: the cleaning guy was on a continual rotation of cleaning. We felt comfortable and like our safety was paramount to this location. read more

whatever you do avoid the Bonney Lake store at whatever costs. go to Sumner or better yet the South Hill store. I've never gotten poor service from either of those. But the Bonney Lake store.... WORST SERVICE EVER. my elderly mother dropped her phone in the sink and instead of showing her how to dry it out, insisted on "upgrading" her service and sent her home with devices she had no idea how to use but failed to retrieve any data for her " new" phone. She's been in the middle of several critical transactions with repairmen and contractors. all lost. when i went back to the store with her we were talked down to like we were idiots and shown " this is how you reset the password for google" none of her texts were retrieved. or contacts the 800 number said we could link the old phone the new to transfer. BL office smirked at us and refused to try insisting it was already wiped. RUde. Disrespectful. worst experience with any business in YEARS. read more

This store has some of the rudest customer service personal in the T-Mobile area in this area , it is definitely better to drive the 4 extra miles to the Sumner location. Been a loyal customer since the 90's. read more

T-Mobile Bonney Lake, Wa My complaint against t-mobile. I know I was scammed. So I walked into the store to buy a hotspot. I found the hotspot. Salesperson came over to me and I told her I was interested in the hotspot. I'm holding my phone in my hand, a phone I had just bought not more than 2 years ago. Without even talking about the hot spot she ask if I was a t-mobile customer and I said Sprint which I thought was one in the same now. She says we have a promotion that we will give you an upgrade for free with my trade in. I was like really and she walked me over to the Samsung phones. There is 3 phones the cheapest of the phone was an even trade the next phone up you just have to pay the difference as well with third phone. So I picked the 2nd phone with me paying the difference. Which like $100.00 so we sit at the table I got a phone cover and she comes back to the table with the phone and watch and something else. Never even got to this part yet. So she takes my debit card to the back and comes back and says she made a mistake when running my card and she is unable to run it again. So I need to go get cash. While I'm out getting cash she moving my info from old phone to new phone. I get back and she's leaving and hands me over to someone else. The other salesperson is still transferring my phone data and saying isn't this awesome you get these things for free. Great promotion. She tried to give me a gps thing and I said I don't need that and she said we can give you a tablet but we don't have any in stock. Still hasn't shown me any paper work or what the hell I was getting into. So I come back to pick up tablet and by this time I'm questioning what just happen and told the manager that I feel you guys just scammed me. But he back it up that you get this for free for going from sprint to T-Mobile. I asked him then where is my credit for my phone, I'm not seeing it. He said the home office was slow at getting the promotion in and I should see it on next stmt. promised my phone bill would be in the 140's lied to me again. Now I find out that the phone for phone deal was an alright lie. So because of this lie, I have a new phone I did not need, I have a tablet that is still in the box. I have a watch that is still in the box. I'm paying for 4 lines now. What a crock of shit. I can not believe T-mobile truly scammed me. They took advantage of me and I'm sick to my stomach. That I have to pay for this crap all because your salesperson outright lied. A bill I can't afford. read more

We had a mess of an issue involving ex-husbands, kids' phones and 3 different states where everyone lived. AT&T could not handle the issue but Nina at this location handled it LIKE A PRO! I honestly can't say enough good things about this store. Nina was so kind and knowledgeable. Not only did she handle this like a true professional but she was so fun to talk to! I really appreciate her help. The only bad thing I can say about this experience is that I know she will likely be moving up with this company and we won't get to see her there! read more

The manager Sam I believe is terribly rude. I have had an account with them for over a decade now. I went in with my mother who was on my account but taken off without anyones permission (by that location) to buy her a new tablet because when she went in alone they told her that she HAD to finance (obvious that they wanted a commission or just ignorant) they refused to help me since i forgot my ID and apparently my mother was removed and were aggressively telling us we were wrong and that they wouldn't help us. I will be figuring out how to contact the district manager. Never going back to that location again. A disgrace as a location for T mobile. read more

I had a horrible customer service the representative named Melissa. The only reason I'm giving 2 stars is because I've had other pleasant reps like Brian. Melissa should not be in a customer service job and the fact she's employed there doesn't say good things about T-Mobile to me. I can't imagine she's never had another complaint. I've managed customer service for years and she would not be allowed to represent my company. read more

Honestly I've never had an "amazing" experience with a phone company before until I walked into this location. I had been to 3 different t-mobiles asking for help and no one was willing to even try to help me. But this location and all the people were absolutely amazing and so very helpful. They were not just about selling a phone they wanted to help me. I will never go to another location, they were awesome. read more

I love this store! I have been greeted within a few seconds every single time I walk in. Even if they're busy, they'll acknowledge you right away and let you know it will be a few minutes. Everyone is very friendly and happy to help. One time my ADT app was streaming in the background and made my phone overheat. I didn't know what was going on and thought it had just died. I barely made it in the door and someone greeted me, fixed it in about 30 seconds, and I was back out the door. Another time I had a billing issue and they were very helpful with getting me connected with the right people to figure it out. read more

I cannot even give this location one star . The manager and team are rude and have very little product knowledge. I changed my mind on a phone while standing in the store and she charged me a restock fee. I had not left the store yet. She said she could not sell it as new now. Really!! I never opened the box. My guess is it is back on the shelf as new. I will never shop there again. Go to south hill location or purchase online . read more

One star is too many. Associates communicate poorly and do not do a thorough job. Do not switch to T-Mobile.

This was an awful customer service. I came in and nobody helped me. Standing and waiting for half an hour and kept telling me to hold on. Michelle gave me an attitude after I said I needed help for the second time and she rolled her eyes at me. I walked out cause she was so rude. Needs to learn more manners. Worst t mobile place ever! Do not go there. Will waste your time. read more

This store is a joke. I like t-mobile as a company but this local store is a disaster. The manager Carrie is rude and condescending based on several interactions with her. (she swapped SIM cards in a phone and "forgot" to activate the new card and then blamed me for "giving her a bad card"). Most recently I'm trying to replace a bad phone under warranty. I have the UPS tracking number that says the new phone is in the store but these idiots are apparently having "technical issues" in the "back of the store" even though the computers in the front of the store are working fine and can't seem to figure out how to scan a warranty replacement. Again, I like t-mobile as a company but the employees at this store are rude, incompetent and basically worthless. read more

Horrible customer service!! I bought a new phone and screen protector from this store. A week later the phone had issues and they replaced it because it was so new, but wouldn't replace the screen protector, which is fine I contacted zagg.com and got one for pretty much free on a warranty claim and tmobile said they'd put it on for me when I got it. Brought it in and realized it was defective.. the screen protector got creased in the mail, so tmobile said they would still put it on, and I'd just have to get another one from zagg.. cool.. so I got that one in the mail today and went down here to have themet put it on and was told "because I didn't buy it from them, they wouldn't put it on".. I tried explaining the situation, but was repeatedly ignored and told they couldn't help me.. I told them I would never come back to their store, and walked out. This place has way too high of turn over. The people they get are not experienced enough. read more

We just made a change to t-mobile. We had excellent customer service and the programs t-mobile offers are much more affordable than most other plans. I highly recommend this store, they were very friendly and helpful. read more

Great place to shop for phones. The staff went out of their way to help me transfer my accounts from Sprint. They even paid me for my old phone. Good place to shop. read more

I am so frustrated with this store. I upgraded my phone to an S7 during a promotion they recently had advertised. I called to be sure that the promotion was indeed what I thought it was and that they were still offering it. The promotion was upgrade to an S7 or S7 edge and you received the VR goggles for free. I clarified this promotion with them on 3 different occasions. I went into the store and upgraded that evening. I had thought someone would walk me through the process of how to get the goggles but he simply told me that the information would come with the phone in the mail. When I received the phone, I went back to the store to have everything transferred and get it activated. I asked for assistance with the promotional offer. The woman gave me a website to go to in order to register. After having issues with the phone not even 12 hours after activating it and two trips to T-Mobile stores, I somehow managed to lose the paper with the site address on it. I called today to get the site address and spoke to two different people. At first, they were offering to help. Then I was notified that I didn't qualify for the promotion because I didn't activate another line. I was told that the new line had to be activated in order to qualify for the promotion. If that was the case, why did someone not tell me that all 3 times that I SPECIFICALLY asked about the promotion?! I feel like it was all a big scam just to get me to upgrade with them. Had I known this would be the case, I would have upgraded elsewhere for a much lesser cost. I am incredibly upset and disappointed in the service I was provided through this whole upgrade process. This will be the LAST time I upgrade with this T-Mobile store if not with T-Mobile altogether. read more