T-Mobile

One star is generous. I work in sales. where we are ethical and don’t force anyone into anything. So far, my fiancé went in to the store, the store employee said he could do a 45 day trial, the store rep opened the box himself, added a cover, and then had him walk out the door. After he got home, he realized that there was a restocking fee if the box was opened. Too many things to say that are horrible about this store, but this is one example that is very explicit. On top of all of the drama we have had to deal with, no one from this store has called back to rectify the situation, in the last two weeks. Corporate says they’re working on it, but I’m sad that we had to go through this stress. It makes me sad, because it makes my job as a genuine, relationship building sales person so much more difficult.

Sooooo much better than the downtown bothell location!!! I will absolutely be coming to this store in the future. Andrew is very helpful and spent 25 min trying to fix my phone for me.

After researching different providers, I decided to go with T-​Mobile because of the price and their seamless coverage when traveling to other countries. I’ve had a company phone for years and am retiring so I talked to them about porting my existing number through Sprint over to T-​Mobile. Andrew M. was the one to get the process started and he was the BEST! He was kind, professional, not a «know it all» and amazingly efficient. Jenn finished the process up for me the next day and she was good. I would give more stars but both times I was greeted by one of their managers with a «we are so busy and will get you in when we can attitude». I think that I would have walked away if I hadn’t already made up my mind that I was going with T-​Mobile. Otherwise, I’m satisfied!

A couple weeks ago I went to this store and received great customer service from an employee called Jessica. Unfortunately, I went to this location again looking for help and received the complete opposite quality of service from an employee called Timothy, if I remember right. He was downright rude and confrontational. Looking to switch to AT&T as well, hopefully they respect and appreciate me as a cuatomer.

I recently went in to upgrade to an iPhone 6 and was greeted with a «how can I help you?» By an employee named Danny. As I told him that I wanted to upgrade my phone to an iPhone 6, the dude replied with a «yeah…how can I help you?» In my mind I’m thinking «what the hell is up with this guy?» My impression immediately went from 100 to 0 real quick.
I don’t know how long it takes to setup a new phone but this employee was asking for assistance during the duration of his «assistance.» It would have been more convenient if he had another employee help me out if he didn’t know what to do. He gave me the impression that he must be new to the cell phone business.
As things were coming to an end, he inserted my phone into an iPhone case that I was purchasing at the store which also came with a screen protector. He kept trying to convince me to purchase a separate high quality screen protector but I just wanted him to use the provided one as I was going to purchase one in the future.
This guy did the crappiest job applying my screen protector as he didn’t bother putting time and effort into removing air bubbles or dust. I had to use the phone with unremovable air bubbles and soon found out that he had applied it BACKWARDS! He had the sticky side of the protector on the outside which of course collected dust in seconds! Either he did this on purpose or by accident, but please! Give this guy an award for worst service ever!

So I just decided to switch to Tmobile and I am already starting to regret it and I have yet to receive my phone. I ordered my new iPhone and despite being told my card would not be charged until my order shipped this is not the case. So far after two days I have already been charged multiple times. I called to talk to them about this and at first they told me it is normal to have multiple holds placed on the account. Then when I said that is ridiculous and a good way to overdraw someone’s account because they never told me that to begin with. Then all the sudden the story changed and it mysteriously became my banks fault even though moments earlier they said this happens on all orders. On top of all this when you try to get tmobile assistance you are instantly helped if you say you are a new customer but if you are an existing customer then get ready to sit on hold in chat or on the phone for quite a while. The upside is when you do get through you will get some snarky person trying to feed you linea about how it is always the banks fault regardless of which bank you use. Good times. At this point I am considering canceling my order and sticking with AT&T.

If I could do no stars, I would.
Let me preface this by saying, this was a pretty easy thing that got way messed up. I would say, if you walk in the store, stay away from Patrick! Take garlic and a broomstick if needed. Actually, just go to a different store. After reading the reviews this seems to be standard!
The entire time he helped add a line to my account, it was like he had ADD. There were several people who came in and I don’t know if they were his customers that he dropped the ball on, that’s what I’m thinking now, but it was difficult for him to focus. Asking the other employees what’s going on, etc.
I asked him to add the family member I was adding as an authorized user on the account. And they weren’t. Which became an issue when the first problem arose and it was his day off and they sent my family member out of the store, «well, we can’t help you.»
So the temporary phone he gave us, didn’t work because he never got the number ported over! After a few go arounds, he FINALLY got it. And I was told, call me with any issues because I can resolve them quicker than customer service. BS!
Weeks later, still having problems with the permanent phone. It doesn’t work! The phone goes straight to voicemail and you can’t even get in to set up the voicemail. If you call the phone, it rings a few times and goes to voicemail, but never registers as an incoming call!
Called down to the store, he’s not there. Called customer service 2xs to troubleshoot, not resolved. Go down to the store to speak with a manager and cancel this damn line that doesn’t work, no manager in the evenings. I’m told they will be there tomorrow, but if I ask for the hours of a manager on July 4^th, which the guys says the store will be open on the holiday, but I question that, he can’t give it to me because of security reasons. I walked away without the name of a manager. I think they are all incompetent down there! In the meantime, they call customer service (wait, I thought they could handle things faster than calling customer service which is now EXACTLY what we are doing!) to cancel the phone. At this point, I’m WAY beyond annoyed (that’s my PG version of the word I’d like to use) and the customer service guy wants to talk me out of canceling. I’ve had little sleep the past few days and I’m done with T-Mobile…you’ve had enough chances to make it right and it was never right! And I’m told they will cancel it at the end of the billing cycle. Wait? What, you want to continue billing me for something that doesn’t ring when called and you can’t access the voicemail? NO! Ok, let’s troubleshoot. We’ve been thru this before.
Well know we know, T-​Mobile hires the rejected McDonald’s workers!

What can I say about T-​Mobile Bothell, they are incompetent.
I went in on Monday cause my iphone said no service, couldn’t send or receive calls or texts. I go into this store and «the kid» kind of makes it look like he’s trying to fix the problem, but was quick to decide that it was my phone that was not working not the SIM card.
OK, he helps me make an apt. to the apple store to see what’s going on. Low and behold the phone is perfect and the only thing that needed to be done was put in a new SIM card. 2 hours wasted I finally get home.
The next day I go in to this T-​mobile again and show him the note i had the apple tech write him and they changed the SIM card and now I can receive calls and texts, but only to find out that they had shut off my internet that I know we are making on time payments.
This was something that was right in front of the clerks face and still didn’t do anything to help or turn it back on.
I called customer care (611) they solved my problem in literally 2 minutes.
They only way I ever go back to this place is to let them know what crummy service they have.

I drive by this T-​Mobile store all the time. With the release of the new iPhone I wanted one bad so I decided it was time to venture in…
I got there and we found Lexi. She was an amazing sales associate. I was in the market for an iPhone 5s and she told me that there were not in stock.
About 5 minutes after I left the store she called me to let me know that they had just opened up a shipment that came in and miraculously the iPhone 5s was in stock.
You can’t beat that kind of dedication!
Regarding the store itself, it’s bright and shiny with lots of mobile phones for sale and lots of accessories. They always have lots of staff on hand as well.
The parking can be a bit tricky directly outside as this is a small mall and spots are hard to find.

Kynlee, Yoshi, and Patrick are great!!! Service can be sometimes spotty but the enhancement with LTE is awesome. Can’t blame some spotty hardware on an employee, they still have to go by what the company wants. People have to wait in line when there has to be someone to manage the flow in and out of the store. Try and remember they are doing their best when it comes time for the holidays.

I’ll start by saying «sadens me to feel it necessary to write this». That said, let us take the journey… My girlfriend has the LG MyTouch Q (Android), it is a slide phone with qwerty, and more importantly a Micro SD slot. This phone has low internal memory, and uses the SD card for it’s apps (including gmaps, gmail, shazam, list goes on and on).
After six months of use, the SD card started PERIODICALLY rejecting the card as unsupported files (16Gig card, well within phone 32Gig limit). We go to store, and I explain the happenings. Show the store clerk what I believe to be a bent looking contact pin WITHIN the SD slot, I say «it works fine right now, because it’s doing it INTERMITTENTLY». «Also when the card errors out, the phone is mostly useless as her apps cannot allocate to it! The sales rep tells me «you are wrong, that is not one of the pins bent.» He puts a secondary SD card in to test phone, it works fine (well of course, see above, the phone is WORKING AT THE MOMENT), I ask «what happens when I go home and it stops again?» He replies «Well it’s not a phone hardware issue, your problem is a bad micro SD card, replace it. Is there anything else I an help you with?» WHAT??? Yes, wasn’t interested in my concerns, didn’t thoroughly test the phone at all, and was short and dismissive with me during the WHOLE conversation. I would like to say that I am not a complainer, and do not appreciate being SHUNNED by a customer service rep!
We buy a new SD card and replace old one, surprise surprise, still has the errors periodically!!! Now TMOBILE has cost me some $ 25 for something I didn’t NEED and the phone is STILL bugging out. At this point I’m ready to cancel her service and mine, I have been with Tmobile since 2000, and there is something to be said for loyalty nowadays.
Quick jump in time puts us at juuust over a year now with the phone, hence no more LG hardware warranty. Remember that bent pin I mentioned in the second paragraph… Ya it broke free at the base of it’s soldered connection, Visually obvious, and now there is NO Micro SD use. Her phone is about 70% USELESS now. We go back to the store, different employee, show the broken part on phone. He says «it’s out of warranty nothing can be done!!! just try clearing your texts and phone log to make phone faster.)!!! I say «That’s the solution? Your Store turned me away while I was well within manufacturers warranty, that’s when you should have addressed this problem!» «Now I have a broken phone because YOU told ME it was fine, do you not feel ANY obligation to try and correct this?» NOPE, shunned again…
Please don’t read this thinking oh great another hot head, I am a very calming person, carry myself with manners toward others, and complaining is not my cup of tea. Also I am very tech savvy, know my stuff, and if I don’t, will learn about it quickly. To be treated that way two times, when I was RIGHT is FRUSTRATING! At the end of it all we just wanted to replace a phone that was within warranty, and breaking. What we ended up with is a broken phone, an extra micro SD card, and we are both cancelling our service plans indefinitely…

Horrible service. I have been at this location a few times and have never had a positive, welcoming experience. Last weekend, Brian, a Chinese looking teenager, was pushing the door like a bodyguard not allowing people to enter. I can’t recall if i have ever been pushed while trying to get into a store (to give my money to TMobile in this case). Night club bouncers treat people with more respect.
A few months back another unfriendly worker complained when i entered the store, got out to make a call and re-​entered again. «That messes up our metrics» he said. Apparently they some kind of people in/​purchases out metric which has taken precedence over service. Now they have gone so far to not even allow people browse the store. 10 schmucks were standing in line outside the store, in the cold wind and rain. «The store has reached the capacity» the idiot working there said. The store had only 5 people inside. I guess it is the Chinese style of business.
I have been with TMobile for 7 years. The last two phones, an HTC and Nokia i bought cash, fully paid at $ 500 a pop. I will vote elsewhere with my money next time.

The customer service is incredibly poor. I had two issues — one malfunctioning phone (not working after T-Mobiel’s own software update) and high monthly billing rate. But the customer rep I had to deal with had absolutely no intention to help me. Her intention seems to be only how to get T-​Mobile out of the hook. The same message could have been delivered to me in a completely different manner and I would have left the store with the same result but in a much happier state of mind. I am also in a customer facing role (ironically for T-​Mobile only) and this was a pretty sorry performance.

I have been a t-​mobile customer for 10 years now (back when they were called Voicestream). I have five lines and have been shopping at this location since they opened and they have provided us with great service up until the last two years. They have blatantly lied to me on several occasions to make sales.
lie #1: I bought a new handset at this location in January of 2010 and agreed to the two year contract to get the best price on the phone. I was happy with the phone and the service I received until months later when we attempted to upgrade another line and found that we were not eligible. The salesperson at this location (claimed to be a manager of sorts) added my other four lines to the contract renewal in January so he could get five sells instead of one. Thankfully t-​mobile customer care promptly corrected his dishonest action and apologized profusely for the inconvenience. (This man no longer works at this location.)
lie #2: October 2011 I went into the store to get a phone and cancel a line that we were no longer using because it belong to my grandmother who has been dead for over a year. The salesperson told me that we were still in contract on that line but he could help us out if we changed our plan to save money. Reluctantly I believe him and renew all five lines for two years. Then Christmas roles around and and I call customer care to inquire about a price on a phone. The nice gentlemen tells me the price and which lines are available for upgrade. Ironically the line that I tried to cancel two months prior was now magically available for upgrade. Once I thought this over I called customer care to investigate. They told me that I was lied to at the Bothell location at Thrasher’s corner and to go back and to talk to the manager to make things right.
lie #3: I have gone back to the Bothell location countless times only to be told that the manager was not there. Today I took a different approach. When the assistant manager told me that the manager was not available, I said, «no problem, I will wait until she gets here.» Magically within seconds, the store manager appears. This women was not nice and spoke to me like a child. She never apologized for the behavior of her staff and proceeded to make this my problem not hers. After today, I will never go to that store again. I am appalled that they would treat a long time customer so poorly.
The good news is that I called customer care again and they were amazing. They cancelled the line and retro paid me back since October.
This store is also the closest to my house but I will not mind driving further in the future. I highly recommend always calling 611 to make any changes to your account no matter what an instore salesperson says.

This is the nearest t-​mobile store to me, and I only really have occasion to go inside if I want to make a cash payment or I’m shopping for new phones. I like to play with them before I buy (though I usually end up doing so through the website, as the upgrade deals are usually better there_​
They recently remodeled this location, and I’m pretty sure they were trying for some sort of «apple store» feel. I really don’t like it. It feels cold and sparse and it seems like there are less actual products on display.
The employees here always look lost, and whether they are busy or they aren’t, they are slow and relatively clueless. Less than 5 customers in the store and you are guaranteed to be standing around waiting for assistance for *at least* half an hour, and based on all the things Ive overheard over the years in going there… you won’t get an answer or will be told to call or go somewhere else.
They’re online chat is pretty awesome and not as clunky as their automated phone system, so I would recommend you use that first and foremost of anything.
If it’s convenient for you, this is a fine location and you will likely accomplish what you needed to within the confines of what the store actually can do (take money, sell you stuff), go right on ahead and visit.
If you need tech support or anything necessitating more detail, knowledgeable staff, etc… try the online chat service or the phone first.

I have always been a person to be brand loyal. Have I had problems with TMobile for sure but its how they fix the problems and speak to me that makes me a fan of them. They give me great advice some it makes me to save money and takes it away from them. They have great staff who are funny and smart. You should all give them a try.

Excellent service.

Came in knowing exactly what I wanted. The staff was able to get me exactly that with minimum hassle and I was out of the store in about 20 minutes (including porting my number, which Car Toys had said was impossible).
I do have a few complaints though. The clerk hit a couple of ‘accept’ buttons on the pin pad for me, ones with lots of text. Is that even legal? And, perhaps I’m just a stickler, but he only mentioned my monthly cost briefly, once. Then 5 minutes later had me sign something that was flipped over to the second page so I couldn’t really read it. I read it afterward, and I did get what I wanted, but there could have been some better communication. Also, perhaps most places don’t do this, but there was certainly no offer to help me move my contacts over.
Just an FYI, it did seem like their prices were higher for some items, though fortunately for the one I purchased it was the same as the competitors.
Overall, I got exactly what I needed for the right price. But a little more customer service and communication would have been nice.

I have been to this T-​Mobile location multiple times as it is close by where I live. I have bought phones from here and assisted friends in purchasing their phones.
The customer service is lacking quite a bit. The staff is mostly unresponsive and don’t seem to care about helping the customer unless its a sale that involves a contract.
Their knowledge of their own products, especially the android phones is severely lacking. Now I am a self proclaimed mobile phone nerd, and it is incredibly frustrating to go to the so called «experts» and have them give me information that is not only incorrect but downright wrong. Even worse, in a few cases they have blatantly lied to try to make a sale.
Overall, If you know what you want they are not a bad store, just walk in, tell them what you want/​need, purchase it and get out. But if your not sure of what you want or if you are looking for advice, I cannot, by any means recommend this T-​Mobile store.