My phone froze up and I couldn't turn it off or re-start it. Panicked, because I use it for work, I had to find a solution fast. It was 6:30 pm and so I raced over to this 82nd store. After waiting for 10 minutes for "Justin", he came out from the back and asked how he could help. I explained that I did not know what was wrong with my phone but it was "broken" and I had insurance. He proceeds to tell me that I would need to call my insurance and open a claim (how am I supposed to call when my phone is broken??). That or buy a new phone. He warned that either way - my rate would go way up because he'd never seen a plan so low. "Not for 6 or 7 years" even though his name badge said he only started there in 2025 (this year!). He was of ZERO help. He offered no suggestions other than buying a new phone. He said he could not help with the insurance. A lie - because my parents have T-mobile and I have brought their phones into that exact store and they filled out the insurance right there for us. I asked if he could take a look and maybe figure out what was wrong with my phone. He just looked at me like I was speaking a foreign language - and did nothing. Frustrated, I said I would go to my neighborhood T-mobile store (this one is on my way home from work and I was pressed for time). Wouldn't you know - I went to my store, on SE 122nd and Amy B, did a hard re-set while I was explaining what happened and my phone was back up and working perfectly within one minute. LITERALLY 1 minute!! This is the difference because a zero star customer service rep and a 10 star customer service rep. Boo on Justin and Yay for Amy B! Someone needs to train Justin on how to do a hard re-set and how fill out insurance paperwork (on the Ipad) for customers. read more

Yes, I am giving a phone company five stars. I am as surprised as you are. I went there to swap my phone for the new Samsung S25 Ultra. That accommodated my every need and question. That transfer was taking too long, so they let me take the old phone back until the transfer was done. They were as nice when I came back to return the old fun as the previous day. The bathrooms were shockingly clean. read more

My experience was purely remote, via phone for this location. My parents have limited English proficiency and I live in California. They went into the shop to receive help from a team member with us on the phone. Brett was very patient and helpful during this process. We were trying to move their plan from AT&T to T-Mobile and there was a lot of limitations from being out of state and handling everything remotely. Additionally, the carrier we were on made it extremely difficult to opt out of their service and there were several bugs along the way. While it sounded extremely busy in store, I appreciate Brett's help and expertise. Everything worked out in the end. read more

I have been at this store several times in the last 3 years. Today was a one of the best customer service representative Chris. He was patient and wrote out exactly what I needed to correct my issues. The hour wait was worth it today! No up selling to interrupt getting my issues resolved. I will always have positive thoughts in regard to a cell service business. Cheers! read more

They stole money from me after my equipment couldn't be delivered and it was sent back to them. I was lied to time and time again over the phone about a refund. The buck was being passed from online to store & store to online. Friends, don't fall for the local postal mailing wanting your business, talking about a special promotion! Watch out for each other out there! read more

I was having problems with my samsung phone and receiving some calls. Peter C. was extremely helpful, professional and friendly. Problem solved! I recommend this location and asking for him. read more

Just a heads up for all mamas/parents/dads- this is NOT a child friendly space, so I'd opt for a babysitter if you HAVE to bring your business here. The assistant manager Brett Ballard was incredibly condescending and rude to me when my kiddos were quiet, not bothering a soul & just playing and eating on the couch- doing typical normal child behavior. Super unfortunate experience which resulted in me sitting in my car with my kids for the rest of my 'appointment' there because I no longer felt that they were welcome. read more

This store is supposedly a repair center for T-Mobile sold products. I was sent here by customer service to either repair or replace a Hotspot that is still under warranty. The guy I spoke refused to even trouble shoot the hotspot and told me that there is nothing they can do for me. This was the 6th store I had been sent to, to resolve the issue. I was told multiple times by customer service that they would replace it. I found out later that replacing it would have affected their bonuses. They also refused to cancel the hotpot lie saying "we don't have a button for that". Cancelations apparently also affects their bonuses, which is why the customer service person lied to me. He also lied on the account notes and said that I refused their troubleshooting. Why would I ever do that, when all I wanted was a working hotspot? I am absolutely disgusted by T-Mobile and this store in particular for the amount of blatant lies that were told to me in the space of 5 minutes. Profit over customers always, amirite? I advise anyone that goes to this store to record the interaction and record any phone conversations with the T-Mobile customer service. read more

Got there an hour before closing no line. Was told couldn't help and we were trying to switch our Sprint to T-Mobile plan but wouldn't even listen instead made their own assumption why we were in wouldn't try to help Aaron R poor customer service!!! read more

Unfortunately my experience with this store was terrible! I came in one evening to check on getting a phone "front and back cover" replaced for $29.00. I had explained that the phone was my sons phone and was not able to come into the store do to medical issues. The staff that evening were very helpful, but could not fix the phone until the bill was paid. So I paid $300.00 thinking that was enough. It was already closing time so one of the techs held out the parts for me to return in the next day or so. I returned a couple days later. But, before going into the store I contacted T-Mobile Customer Service via phone. Explained that I needed to make sure that there was no balance owing on the account. After explaining the situation, and NOT BEING AN AUTHORIZED PERSON on the account. The CSR did tell me the amount was $70.00. So, I paid that in the store too. The phone could now be fixed. After waiting for over an hour after "checking in", with only 5 customers in the store and and 5 people working. My turn finally came up. I explained that this is my sons phone, that the parts are being held in the back office. This heavy set lady looked up the account and noticed only my son was on the account. She REFUSED TO HAVE MY PHONE FIXED. SHE SAID IT WAS AGAINST COMPANY POLICY. i asked why were they willing to fix the phone the other night when "policy" was not an issue? She became rude and belligeren. So, I became rude and belligerent right back. I asked for my $370.00 back for paying for services on the account. She refused, even though I had the receipts. I asked to talk to the Manager. She said the Manager is not in right now. She finally called the Manager, the Manager arrived about 10 minutes later. I said let's go outside. I explained the situation, the medical situation and that my son needs his phone to work for safety purposes. He just went along with the heavy set woman's decision not to fix the phone. I informed him that he was setting himself up for a lawsuit. it's incredible how policy changes virtually over night. It was a major waste of my time and effort to insure safety for my son. NO, I DO NOT RECOMMEND THIS T-MOBILE STORE! read more

Lol this place is a joke when you try to get your phone upgraded.My boyfriend went in and did that but after he realized they didn't put a SIM card in to get it activated we had to go back so as soon as we got to the store the lady who greeted us at the front door immediately helped him and told her the issue and she gave him attitude about not being the main person on the account, so she gave him the SIM card & was saying how he should call customer service to activate it & He tried multiple times so we went to a different T-Mobile and it turns out she gave him a blank SIM card. Clearly she needs an attitude check because that was honestly ridiculous.There are other T-Mobile stores but this one with a lot of attitude AIN'T IT read more

Best Buy recommended me to walk into this T-mobile store to have them log into our family plan to check whether or not I qualified for an upgrade. I was greeted by some dark hair women who looked extremely irritated by me the moment I walked in. I told her right away that I'm under a family plan and no one remembers the six digit pin but I do know the three letter pin. Right away she asked for my number and name and next thing she says "I'm not on the account" and I again specifically told her it's a family plan and the authorized person is my dad and I gave her a name and she quickly shut me up rudely by responding "you're name is not on here I can't do anything". I tried to explain to her again and my reason of coming into the store and she stood there glaring at me like a lost toolbox so I told her that's "bullsh*t" and I walked out. I end up calling T-mobile customer service who literally helped me in minutes without a problem. My word of advice don't bother walking into this store. read more

After I left the other T-Mobile store. Not wanting to deal with the rude staff. I came to this T-Mobile and had all of my issues resolved. Thank you for the great customer service much appreciated read more

I've been meaning to write this review for a while but I'm glad I'm writing it now! If you come to this location,if available, ask for the help of Andrea! She gave me the best customer service experience I've ever had at any kind of phone store and one of the best customer service experiences I've had in general! She really knew what she was talking about and how to do her job! She went above and beyond to help me with everything I needed and gave me extra assistance with something I would have struggled with if I had to go home and do it myself. She was so sweet and put off such great vibes. She really showed that she cared about her customers and people in general with this friendly helpful interaction and I would appreciate more people in the customer service industry to have this type of attitude! Lit up the whole room! Never going to another location again for help! read more