For better or worse this is our go-to T-Mobile. I even have a neighbor that works here. But every time (and there have been lots of times) we never stop feeling like we are just a sales commission for the folks working here. While it's great that there are so many people standing around (and I feel bad for them for how often they are just standing around; on the other hand, they are pretty chummy with each other, to the determent of making customers feel welcome at times), on the other hand, you feel like there's a bunch of vultures waiting to pounce on you and who will get the sale? And if you don't want anything fancy their interest in you drops proportionately nor do they try very hard to give you deals or introduce anything new. So yeah, we go here, it's convenient, and we like our plan for the most part, but the experience is a bit stale. read more

I would give no stars if that was an option. So unethical. I had a line added on my account that i did not request nor approve. Management should be checking on this and talk to ALL EMPLOYEES! This is not okay!!!!!!!!!!! UNETHICAL!!!!!!!! UNETHICAL!!!!!!!!!!! If you end up at this store make sure to check your account after !!!! read more

I've visited this location twice in the past few weeks, because, I've had to make some plan adjustments when my husband died. Each visit, staff were incredibly kind and professional; and I feel they all deserve recognition for being so helpful, especially as I was emotional at each visit. Let's put it this way - if I was in customer service, I wouldn't want to have to deal with a customer like me. I was very pleased with their helpfulness and courtesy. read more

My experience at this store caused me to cancel my service with T-Mobile. The staff is deceptive and unprofessional. The management has some of the worst customer service I've ever experienced. I was in the market for a new phone and wanted to explore the new IPhone models. One of the associates told me I could add a second line to get the phone and cancel my other line later. I should have seen the red flags because the associate was moving fast to get me signed up once I agreed. He didn't even tell me my new cell phone number. When I went home that night I called T-Mobile to cancel my line and customer care informed me that I would have to pay full price for the phone if I cancelled. I flipped out.....thankfully I spoke to a manager who ensured she would find out what happened as I was very distraught because I turned in my original phone as part of the upgrade. The next morning I called the store before they opened to try and get my phone back. The manager assured me that my phone wasn't shipped out but she needed more information because customer care gets situations wrong. Not once did she have a drop of empathy for me. Finally after several hours I got a call back where she informed me that I would need to keep the second line open for four months in order to keep the phone. I told her I didn't want two lines and I wanted to get my phone. She then proceeded to tell me I signed a contract and never said I could have my old phone back. Later on that day the customer care supervisor called me and then called the store on three way. She spoke to a woman named Kat who was off the bat defensive. She even lied and said the associate told me I had to wait four month before I could cancel. How could she answer that question when she wasn't in the store that evening. Thank goodness I had someone else on the call listening to hear the poor customer service. Long story....ended my service with T-Mobile. Deceptive sales associates who have no idea what customer service means. read more

Whatever you do, don't have Isaac help you out. The worst customer service you could ever experience. Went to go in and get an Apple Watch and I know briefly about it but wanted to see if it was my money worths and what features it has. Isaac was rude and short, worst up selling of a product you could ever do. What he did do was down sell it, pour out ignorance, and do the bare minimum to try and force a sale. Their stock was low on watches and without even trying to explain the watch, he said he can go to another store to get more stock and it would just take him 5-10 minutes. What I had hoped to be an informal and semi decent experience turned it to the biggest shit show. The way he described it was you get texts and calls to your watch and it supposedly can track your heart rate. Well I suppose you're absolutely shit at your job and need to find something else to do. The tall blonde guy, I think his name is Sam is always super helpful and goes out of his way to help. But if you get Isaac, ask for someone else, the worst employee you could ever have. read more

If this rating had no stars, that's what I would rate it & it is not for the whole company itself but just one specific person. I wanted to write this to bring awareness to who is representing your company. I must say that I've been with Tmobile for 17 years and have never encountered such a rude manager/worker. Her name is Jenny and she works at the Tmobile store at Southcenter Mall's main entrance. I understand that the company has set policies that can't be messed with and that is perfectly fine aka the trade in policy. Obviously being only a manager, she has no power to change that however, the way Jenny expressed this to us was ill-mannered, impolite, racist, and unprofessional. She also THREATENED to charge us an extra $200 if the phone was not given to her at that exact moment. We felt very uncomfortable, unvalued, and embarrassed that she was treating us like that resulting in frustration and high blood pressure. I know that good business is based off of good principles and humans are humans but my concern is if Jenny does not like her job, she should consider finding a new one instead of handling hard times out of unhealthy characteristics that could misrepresent the great service Tmobile really has such as Jordan who still remained professional and polite even if he was dealing with conflict. I do not want anyone else to go through the same problem because no one deserves this disrespect and at the end of the day that's what it all comes down to; mutual respect. I hope you take this into consideration and start killing your clients with kindness boo. read more

We were bamboozled by this lady there. She took my wife's samsung galaxy s10 along with mine (from sprint) and said tmobile would buy them out and give us 2 iphones (12 pros) along with a tmobile plan going forward for $150 a month. We thought cool. So we did the switch... it was too good to be true. The first bill we received was $190. We were like wtf, so we complained and they gave us a $40 credit and we were cool with that. But the next bill came out and they charged us $240. WTF! So we called and the rep said that they were sorry for the confusion and the bill will return to $150. They sent us a gift card with $21 on it and we thought well that still doesn't add up to the other money you charged us but it was a cool gesture. The new bill has finally arrived and now it's $250. We called cust service and the lady this time said there is nothing they can do to help. So now we've been robbed of our phones (samsung galaxy s10s) and are now being overcharged $100 from the original price promised. We can't get out and are screwed. This industry is very pirate like and full of crooks. I suggest no one ever goes to TMOBILE!!!! They suck read more

Came in to add a line and get new phone. Was a bit busy but Damian helped us and he was very friendly. He made the process fast and easy. Also Mohammad assisted since we are sprint. He was very knowledgeable! read more

SHOUT OUT TO ANDI!! You are NOT SO helpful and EXTREMELY RUDE!!! I went and was assisted by you on early Nov 2022 and needs to come back once I received my new phone for the exchange, so I came back on December. I did not understand and recall some of the charges and I just needed you to tell me where and how did it ended up like that, instead you decided to be an a**hole and told me that "I already explained that to you when you first came here" I kept on insisting for you to explain it to me and once again, you gave me another lousy reason, "Didn't i send all the receipts to you email" OMG, My phone was reseted already since I surrender my phone, and I haven't set up me new phone since I just received it.. WHY CANT YOU JUST EXPLAIN IT?!!!!! I had to go to a different location in Fed way and the guy there took less than 5 minutes to explain 1 simple charges. You probably don't care about this message but I hope you don't make other people feel the same way as I felt. read more

As I stand in front of the window looking at the Samsung 8 promotion, Weylin came out and greet me. He answered all my questions even when I'm not really interest in buying at the moment. Very friendly and professional. If you need a new phone then come ask for him. read more

Teribble service. I was asking to buy a phone and they said we don't have to help you there are employees standing around doing nothing. While this paying client waits in there atmosphere of rudeness! read more

My experience at this store 718 Southcenter Mall, Tukwila, WA, 98188. The staff is very unprofessional, specially I talking to the guy name Oleg S. He stated he is a store manager and has the worst customer service.  I bought a phone less than a year ago, and just recently not working when my phone doesn't have the scratch, or damage...but he told me there is water disinfected so the warranty isn't gonna cover it.   I'm asking him for a policy document of phone warranty to make sure if it is true, and he said  " we don't have one, I'm the store manager and I'm the policy, since you don't understand I can't help you any more" Very disrespectful manner   I being with T-Mobile for 14 years now and I love them even though their connection not that great but their customer service ways beyond.  But with this kind of services I'm getting today very disappointed and speechless.  Would never come back to that store and never recommend to family or friends. read more

Don't come to this store, all the manager cares about is the Store Sales Performance. Even though it's not your fault and you have a reasonable return reason he would not waive any fees. Before Samsung Note 5 launched on 8/21/2015, I went in this store on 8/17/2015 and ask is there any promotions for it because Best Buy is offering $200 cash card for each of the device being bought. The store associate told me if I sign up for Jump on demand program I would save $100 & with Samsung promotion of one free year for Netflix equal to $107 it would be the same deal. I then ask him I am going to buy 4 phones will I get the same deal for each of the phone that I buy. He said yes. I went home checked out the fine prints on the promotion & even called 1-800-Tmobile telesales department to ask about the promo to see if there is any limitation on the promo. They read the fine prints & confirm with me that I'll able to get 4 Netflix codes with Samsung Promotion if I pre-registered with Samsung before 8/20/2015. So I did, I registered 4 times under my email address. On the launch day 8/21/2015 I went to this store in the morning & buy 4 phones. Went home to submit the promotion to get Netflix codes & came to find out that I were only able to submit once doesn't matter how many phones I buy. I went back to the store on the same day telling them that I didn't get what I believed & promised to get so I want to return 3 phones because I were only able to get 1 Netflix promo code. Colin, the store associate helped me out by telling all of the options that I have & helped me email Samsung promotion department to see is there a way to get the last 3 promo codes. Even the Samsung promotion department don't know what to do with the problem except telling me to keep trying to go back to the same promo link & submit it in. I kept trying & I couldn't. I gave up on the submission & called T-mobile directly to explain my situation & telling them that I have to pay $150 restocking fee ($50 for each) if I return the 3 phones but it wasn't my fault for wanting to return them. They listened and felt bad for me, however they can't reversed the store restocking fee on their end but they are willing to give me a $75 billing credit & the other $75 they told me to go in the store & talk to the store manager because they have the ability to waive the restocking fee if they want to. So I went in the store got helped by Colin again because he knows my whole story. I told him it's not my fault & I would be appreciated if the store manager would waived just 1 restocking fee for me because I already got the $75 billing credit. After talking to his manager Colin told me his manager would not waived even 1 restocking fee because the store's sales performance will shown a negative & that is not good for the store. Are u kidding me here, to waive a $50 restocking fee will affect your whole store's sale performance because it will shown a negative. What kind of business practice is that. This story is long because I need to explain the whole story for you to know what happened & why I give this store 1 star. It would be 0 if I could. I would not ever come back to this store again unless they have a new manager. People are having good days & bad days but I believe I have a very good reason to return without having to pay the restocking fee & the stubborn manager would not do it. Let's see how your store's sale performance come out to be if you keep treating customer like me. Stay with T-Mobile service because they are such a wonderful & understanding company. However, do not buy anything from T-Mobile store, once you are done it's your problem & you have to deal with it your own. GO TO COSTCO. They have the best deal in town, and they are really good in backing up their products. read more

Ricky and Manager on duty Stephanie extremely helpful and saved my daughter money on her service. Also very helpful with tech questions. Love the staff read more

Overall good experience and received professional service. However, their "free phone" offer of buy one and get one for free isn't really a free phone. You will need to pay extra if getting the 9s plus, there are taxes on the free phone, and there are activation fees. From my understanding, you will need to keep T-Mobile for a couple of years because of the "free phone". Probably still a good deal, but it is good to know the real price of a "free phone". read more

Very unprofessional and rude sales associates. Especially the ones working Wednesday morning shift. Don't come here please. If I can give negative stars I would! read more