This location is within the Village at Totem Lake complex, east of 405. We have been here several times over the years ever since they opened. For the most part, we have had good service from adding a new line, inquiring about the new deals with phone upgrades, and solving more complex questions around ownership of family plans (there is only one authorized phone number to validate changes, but there can be co-owners to the plan to make online changes). The last was a heck of a puzzle to solve. We didn't always get a clear answer immediately, but they do try. Lastly, we come in for the Tuesday free swags. They are always very chill about these giveaways and don't make it cringy for these free pickups. Most recently, we got a clear bag for stadium use. Woot! read more

SAVE YOURSELF THE TIME & GO TO ANOTHER LOCATION. I've been going here for 10+ years and after the last 2 times I've been in, that's it. I've been told by two different associates two different to come back later for another deal. About a month ago was the first time. They told me to come back in a month. I waited and did today. Came back for them to tell me to come back in ANOTHER month for another deal? I don't understand if they're trying to make me come back when they can get more commission for a sale or what. Your new way of purchasing phones & having to order through your own Phone even though You're in store buying is insane. Left without a phone & on to the Kenmore store because I will never be returning. Crappy workers. ,crappy attitudes, it was ridiculous read more

I was in a hurry to buy a phone. I knew Motorola sold phones with expandable memory. I asked what Motorola phones they had clearly letting the salesperson know I don't know much about phones, but I wanted to get a phone with expandable memory. I bought the Motorola Edge 2025. We talked about RAM because I wanted to make sure it was able to manage applications. He told me about RamBoost so he sounded pretty knowledgeable. When I unboxed it at home, there didn't seem to be a slot for addtional memory. It appears the Motorola Edge 2025 doesn't have an expandable memory. I dislike spending time purchasing something that I have to return, only to notice a sticker that says "Restocking fee applies when returning this product." read more

Came in to set my T-Mobile account. The person that helped me was great. Such nice young man Andrew, he was full with suggestions and made my visit extremely effective! Couldn't ask for any better. read more

Went in with my mom to upgrade + purchase 2 iPads but Sha/Sho/POS was rude off the get go. Finally my mom asked if he was okay and he proceeded to tell my mom that she had an attitude. Not the case and so wrong. Being treated differently just because you're a woman of color isn't okay but having to double down and say it's because she's the problem? Please. I called the company to report this don't go here they don't care about customer service. Disgusting. read more

Andrew the manger he keeps it professional i only go to that t mobile him and his team are nice always finds a way to fix your problem if they cant find a way to solve your problem how you like they will solve it in better way read more

Had some issues with my phone. I was funneled online to the Phillipines to very polite professional customer service representatives who, unfortunately, couldn't fix my problem using their pull-down menus. Luckily, my experience in the Totem Lake Store was great. Both times, the Manager, Jash helped me. I was very impressed by his broad skill set. The second day I came in (9/1/2020), T-Mobile had a promotion that involved giving out facial masks with the T-Mobile logo. Jash performed an incredible circus act by multi-tasking and effortlessly managing the store with ease and incredible professionalism. Jash is definitely a people person. He skillfully managed: maintaining proper social distancing requirements, assigning traffic to his employees, politely giving out free masks to people (without letting them enter the store), and dealing with the other associate's customer issues with ease. Jash is a retail superstar. I would recommend this store to everyone I know. read more

I usually get pretty good service at this location. Many people available and they take their time to explain options USUALLY. Be careful of the unsolicited "up sale" on items you may not have come in for. Walked out with a sport watch I wasn't seeking and when I realized (my bad) what all was involved, it was too late to unwind. May have been a win for some; not so much for me. read more

4 of the staff were looking at their phones when we walked in and we had to ask if they open for service. They were under construction but they said they were open for service. All I needed was a new phone screen protector put on my iPhone 15 pro but they didn't even have that in stock. They told me they would have to order one and have it delivered to my phone. Seemed they weren't interested in helping me. Poor customer service. Will go elsewhere in the future. read more

I experienced the most unethical sales tactics I've ever had from any type of store last night. I went to the Totem Lake Kirkland store to switch from Verizon and get a new phone and 3 lines of service. The associate I worked with acted like everything was free but had only her interests in mind. She did not provide me with a copy of my bill, said she'd email it to me and never did. I had to call into customer service to get it. She said activation per line was $30. After looking at my bill, that is simply untrue. The SIM card is $10 and the "in-store" assistance is $20. At no time was I told the SIM card is $10 and I could activate on-line for free. For my "in-store" assistance, I walked out of there with no receipt, no voicemail set up which is now giving me a 'check back later' message, I did not receive any info on how to get my Netflix account or T-mobile Tuesdays. And worst of all, she said 'okay, I'm going to put on your screen protector' and at no time did she disclose any type of fee with this, she just grabbed it off the rack. I happened to ask her if it was included with the phone and she said it was $40 and she already added it to my bill. What on earth gives a T-mobile associate the authority to charge me for ANYTHING without my permission? I tell her why I am there and she tells me 'okay, let's get you set up'. I was not given the option to do this online for free. She even charged me the 'in-store' associate fee before my other two lines were even activated! She did not say we could just add the SIM cards ourselves and save $20 per line. She said activation was $30 which is an outright lie. Plus, if you're charging in-store customer service fees, shouldn't I walk out of there with a receipt, my Netflix info and voicemail set up?! Completely dishonest company, one thing Verizon never was and I completely regret switching to this company. read more

this review is for Priscilla! She is an amazing worker and made sure I understood all my options. Thank you for caring about your customers!

Calling the store and she said we can't check other store inventory when other stores actually did. When I asked she tried to clarify by saying well actually just not right now. And when I asked for a scenario of a phone as I am posting over she disconnected hung up on me and after when I call the store she kept just straight hanging up on me. Unprofessional going to port out before my port in completes read more

What's not to love? Our experience here is always stellar because of the friendly staff and the excellent service they provide. David was very helpful and instrumental with extracting us from the Death Star carrier to Magenta. He's very thoughtful and knowledgeable. I felt like he always had our best interest at heart. I also interacted with Jash who helped finalize our account a few days after we set it up with David (logistics on our end caused this). Jash knows his stuff and was enjoyable to work with. T-Mobile is great in general and I look forward to many years of a good relationship. We were with AT&T for 15+ years and they never did anything to keep us around. I've watched their service deteriorate and pricing rise, as their business practices became worse and worse. I'm so happy with TMO that I bought stock in the company recently (and for full disclosure). Truly a 5-star experience. read more

Came in to switch 2 family accounts from Verizon and merge to one with T-Mobile. Jen and Jemyka were so incredibly patient and the best multi taskers. Jemyka provided incredible customer service to get us set up in time to catch a flight. Thank you for being awesome ! read more

Thanks for managing the kids phones all these years. It was a pleasure doing business with you. You made getting my kid a first phone so simple. I really appreciate how you have been a staple in my family tree. It is an honor and a pleasure knowing you have been keeping them safe. Love and hugs old friend. And thank you keeping the lights on. Xoxo Laura. read more

last friday, oct. 13 i went to the totem lake store and it was there i met ethan brazil.......................what a pleasure to deal with someone who shows that they care. i had broken my cell and i had to replace it with a new cell...............by the time ethan was finished with me, i felt confident that i got the best deal possible. ethan is easy to look at and to converse with. that was what i was looking for. someone sincere. and i will refer ethan to anyone who needs service. thank you ethan, keep up the good work. read more

I love shopping at this location. My phone was stolen and Ana was very helpful and sympathetic. We were stressed from the theft but she helped in reminding us that there are good people out there. We used to drive further to a different location because we didn't care for the people who worked at the old location on 124th but this is our go to location now. read more

amazing staffs and great customer service in these location! they quickly helped me with my phone problems... thank you! i appreciate it! read more

When I first signed up for services a few months ago in this store, I was strongly encouraged to have my partner add his line to my account when he was ready to switch from a different provider. I was told that it was more cost-effective to do it this way and that we would get Netflix for free. I didn't see any reason not to go with this option, so a few months later when he decided it was time to switch to T-Mobile, he visited the same store and added his line to my account. Whoever he worked with basically destroyed my account. While his line was added, none of his information was put on the account, and then I had to call customer service because they had changed my PIN and I couldn't assign myself as the primary account holder. After working with a rep over the phone, it was resolved. I received information about the account updates and the terms of service, etc. No big deal. Everything looked the way it should. I was, however, disappointed to see that adding him didn't change the amount we paid for phone services and the "Free Netflix" actually covers only Netflix basic, not the standard account we currently have. Essentially, adding him saved us $9 a month. Not really worth the headache. So imagine my surprise when I got a bill a week later that was $70 more than what we were told it would be. Apparently, adding a line to an account means you have to pay for a full month of service for the new line, even if that billing cycle had only a few days left at the time it was added - It was NOT prorated. Had anyone bothered to tell either of us that at any point, he would have gotten his own line, because what would be the point of adding him? We were completely misled to believe that it was a better value when it absolutely was not. After sitting on hold for nearly 45 minutes on a Friday night trying to get this sorted out by someone in a call center on the other side of the globe, I was promised an adjustment of the $70. When I checked my bill the next day, they had lowered it by $10. Now I have to call AGAIN, for the third time, to get this all sorted. Either their salespeople are ill-informed or blatantly dishonest. Either way, the result is the same. This was a headache, and after giving T-Mobile multiple opportunities to resolve it, they still haven't. Unfortunately, this is the norm with mobile carriers these days. My suggestion for anyone going in here is to ask about billing details upfront, get it all in writing, and if they don't give you a straight answer, just leave. The family plan is not actually any sort of value, so don't let them sell you on it. This should really be a one-star review, but I will give them an extra star because the staff and salespeople are at least nice. So there's that. read more

never go to this T-Mobile store ever they are the worst group of workers I've ever seen. the lady that was helping me was so rude for no reason. never go to this store. read more

I have been waiting for 30 min an no one attended to us. They are very good at ignoring you.

So I came in for a charger and I had to wait for over 20 mins and I get home and they sold me the wrong charger. So I return back and I'm having to wait again due to their error. I own my business and time is money. I was told I don't know who sold it to you but when we get done with these other people we will take care of you. I don't feel I shouldn't have to wait for their error by here I am waiting for them to take care of this issue. I will not come to this location again. No where to sit as all seats all are being taken and it seems like poor management as there is a shortage of staff. To be blown off by the staff here and told it's will be taken care of over and over. SUCKS! read more

Great customer service! Offered water bottle to a lot of the customer. This is by far the best t-mobile store out there! Everyone seems to have a good time and everyone was very helpful! read more

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Took my mom in to get her plan switched on to my plan, and they were great! Josh was outside greeting people and getting things done as much as he could being that the store was at capacity. Even when another "customer" came out to yell and complain to him about how she wasn't being assisted to her expectations, he kept his cool and was professional. Great guy. Once in, the store manager, i think it was Leilani? (Sorry!) Was great too! Keep up the work in these tough times! :) read more

I just came from the T-Mobile store today buying a new phone because my old one was dying. Service today could have been better. My father who is a retired Project Manager with T-Mobile and I were there and waited an hour due to high volume of walk-ins. The waiting was not the problems, especially on a Saturday to which I totally understand that this happens. The problem was that I ended up with a female Tech that didn't have a whole lot of patience with us and wanted to get us out of there. I was trying to ask questions about transferring text from my old phone to new. The texts I only cared about were texts between my mother and me. I lost her 5 months to Parkinson's disease. My dad tried to ask her if there was a way to by a device on Amazon that would allow him to help save the texts. Even though she came up the best solution possible, she still had a Type-A response just to rush us out of there. I told her that I lost my mother, and her only response "Yeah, I get that." I didn't even get an "I am very sorry for your loss". I only wish I had that other Tech who checked up in to help us instead because I actually observed him to take time out to actually help the customers. I don't care how busy it is whether it be at a T-Mobile store or in the world even, it takes to 2 seconds to show compassion for others. I am Medical Assistant Front Line Worker that works in the COVID-19 Tent. And, no matter how busy the lines get, if a patient said they were had a loved one sick, we would extend out compassion to them. I got more compassion at XFinity when I had shut down my mother's accounts, and even return cables and modems to the store. The people at XFinity still showed compassion to me no matter what and helped me with everything regarding my mother's account. My Father is main account holder for T-Mobile. I hope for a long time I don't lose him either. But God forbid when that time comes, and I would lose Father, I hope there will be compassion to meet me when I would have to do that sad task of one day having to shut down his accounts. read more

The nicest staff than any other T-Mobile by far. I was helped as soon as I entered the store by the friendly and very professional people. It was a great experience working with Azim to help me with my family plan. He was extremely knowledgeable in his line of work and patient. It's rare to find staff that can really listen and genuinely help out. Highly suggest you turn to this location for any assistance, as I've had horrendous experiences in the past with other locations. Thank you! read more

Excellent customer service. I got a prepaid SIM card bought from Bay Area to discover my add on Canada calling feature isn't working. Kristin was very friendly and did spend a lot of time to sort things out. Ultimately t Mobile technician said the system is facing issue. But I got a workaround to get my data roaming working which is the only thing that matters to me. Kudos to excellent customer service provided by Kirstin!!! read more

Great store, excellent customer service. Ready to answer my questions and take the time to explain everything especially as I am not a tech person. Always advise to return if the solution doesn't work. Great job my all - Thanks read more

Got a great service ! Nice people! Absolutely pleasant experience!!!! I wish everyone would be like them !!! Thank you !

Went in today to compare plans from our now old carrier to T-Mobile. The store is clean, sleek and well appointed and the staff was friendly, knowledgeable and very informative. They made my wife and I feel comfortable throughout the process of switching carriers and phones. Tereso was great. Oh and there's a Brand new Mod Pizza and new Chipotle on either side of the store if you need a quick bite. Well done guys! read more

been with mobile before it was mobile and yes it was Voice stream and I started with Voice stream in 1996 and have had great service since I'm not going anywhere thankyou T-Mobile read more