T-Mobile

Wow… The people that work here are literally the rudest, most condescending commission based employees I’ve met. I came in inquiring about T-Mobile’s ‘data for life plan’ and they flat out lied to me. Tried to pull a bait and switch. Didn’t remotely care about a prospective customer once they were told I wasn’t going to switch my family to T-​mobile. Definitely need some training on how to treat customers and it might be a good idea to get off their phones texting while they work. Will be writing in about my experience.

Anna is friendly and smart! She’s honest, she knows what you need, and resolves issues very quickly!

We’ve been here twice to get replacement SIMs and both times the service has been great, no upsells and staff that seem to know what they are doing.
(They could give some lessons to the Bellevue square store!)

TL;DR Version:
Pros:
— Friendly
— In theory, have nice cell plans & service that match my needs (no reverting to the 90s when I visit Canada? Hooray).
— Customer service over the phone has hopefully addressed point #2 below.
Cons:
— Employees are either incompetent or malicious — I’m not sure which, but I’m guessing incompetent (is that a pro?)
— Set up my account in a manner that would overcharge me for $ 55/​mo for things I didn’t want, had said repeatedly I didn’t want, but were still forced on my anyway including a $ 10 charge I was in no way informed about when I got my phone and a $ 45 charge I was told wouldn’t happen.
— Cost $ 15 by selling me a SIM card I didn’t need.
–Untrustworthy.
«Meh, I’ve experienced better» was the summary for the stars I’m giving this review, and I think that’s pretty fair. This review is for this particular T-​Mobile store, not for the cell service, though if I were rating the cell service I’d say so far so good, and their phone support is helpful even if a little on the chatty side. Then again, they’re on the phone. I don’t blame them for getting chatty.
As for this store, I noticed they suffer from a slight problem with saying one thing and then delivering another. I’d say this was an isolated incident, but similarly a customer had come in to complain about being misinformed by the representative who sold them something while I was at the store as well, which sort of matches my experience to be honest. My guess, based on the hipster nature of the company, is the people aren’t being malicious, they’re just incompetent. I used to be a special ed teacher, so incompetence doesn’t bother me enough to send me packing from the service over all, but if unsupervised will cost you a lot of money over time.
I wanted to switch from my unlimited AT&T cell plan (which let’s be honest is 2gb fast then the rest being snail-​like) to a 2GB T-​MO plan since it sounded pretty equivalent to what I had before. The rep very much wanted me to get hooked on some unlimited data which I stated multiple times I didn’t need (thank you, prolific wi-​fi) until finally he said he got manager approval for the first month free. Given I was sick of saying no, I rolled with it. When it showed up on the bill quote and I asked K.L. about it, he said that it wouldn’t be a problem since it wouldn’t be included in my actual bill, that was just if I wanted to continue to have unlimited data after the first month. I asked if he could have it switched to 2GB at the end of the month since I didn’t want it, and got a yes.
I also then came in again later to get a phone since my husband’s old phone could be unlocked, but decided instead I should just get a new phone. When there, I was told my phone would be $ 10/​mo interest free, which ended up being ~$ 14.50 when they did the math. I was also told this included insurance for the phone since it was a refurbished phone.
Perks, I was recommended to get a cell phone case that only cost $ 5 since it was on clearance. It’s a quite nice otterbox with the only downside of the fact that in a week in my pants pocket it has already turned blue instead of pink and white. Not great, but I don’t really care that much given the price.
While I appreciated how friendly they were, the Star Wars references, and other geekery, I didn’t appreciate the passive pushiness to up sell. To make matters worse, once I got my bill, it listed I was being charged for the unlimited data and a $ 10/​month insurance fee that was not documented on any of the paperwork they gave me when I had purchased the phone. When I checked my account it didn’t look like the change was set to switch it to 2GB afterward, so I took care of that myself.
I ended up calling customer service and talked to a neighbor to the south in Oregon, where I was told that sometimes they would put a credit on the account to make unlimited data «free». When he checked, that was not the case. I also found out that the insurance on my phone was an additional $ 10/​month charge with a ~$ 175 deductible. This was not worth the risk/​cost for me since all my phones have died of old age, and within the life span of the phone I would have saved enough money from not paying it to buy a new phone cash up front.
I had all these things easily removed, though unfortunately they wouldn’t be applied to my account until after the fact, so I will be paying overage on my phone bill then being reimbursed (or so I was told). We will see if that’s how it happens in practice since I don’t really trust T-​MO so much at the moment. Fortunately, no contracts, so I guess I can ditch if I find out they’re over-​charging me still come March and just have to fork over the rest of the cash for my phone when I choose to do so.
Still, a net gain for them, I suppose, but I will happily share my experience to every single human being I come across with cell service after the fact, so… I hope the adjustments to my account were applied appropriately.

This store is awesome ! I’ve been here twice now each time I went in with issues related to either my phone or my bill and the people here have always been very helpful, last time I came in was to do an upgrade coming from Samsung to iPhone I had Little bit of a learning curve the girl working I believe her name was Lily that was helping me, was super helpful and patient with my questions and getting my stuff transferred over from my old phone to my new phone which was a big concern I had about switching phones. Overall the experience was great and the staff were all very friendly! Great store ! Great experience ! Happy customer !

My husband was kind enough to upgrade my phone today, to the iphone 6. It’s white, which I asked for, and silver on the back. I found out later that they make ones with GOLD on the back and asked if I could exchange it. He said «I don’t see why not, we just bought it.»
Called T-​Mobile. Asked to switch my BRAND-​NEW phone for one with Gold instead of silver. Guys says: ‘Well…that’s gonna be a $ 50 restocking fee.” WTF. Does it take 4 hours to put the phone back in the box and stick it where it belongs? That restocking fee and thus lack of customer service really ticks me off. Especially since they didn’t tell my husband ALL of the color options before he chose the phone color for me. (Yes, I got the wrong color phone, but you know what? I’m the customer and I’m always right. Just some business advice, T Mobile.)
Anyway, I’m just irritated. Sorry for the rant, but come on guys!

The customer service really depends on who’s working. The first time I walked in, I wasn’t greeted or helped even though employees looked bored and not helping other people. I looked at some phones, but nobody asked how I was doing or if i needed any help. I was prepared to purchase a new phone, but I didn’t once I saw that nobody was going to help me. The second time I went in, there was a very friendly man who helped me with my questions and was both funny and informative.

Thanks to Bianca I am actually able to write this on a keyboard that works. She spent quite a lot of time trying to figure out why my LG keyboard stopped working then finally disabled it & brought up my Google + keyboard which I didn’t even know was an option. I really appreciated her friendly, accommodating manner along with her expertise in remedying the situation. Aloha from Barb

I was so pleased to see the review written by «Caitlin K.», praising their representative Bianca. Bianca is by far the best mobile service representative I have ever had, with any carrier. She saved me money by providing me with honest and useful information about their loaner phone program. I asked her tons of questions and she was patient, considerate and helpful. She also introduced me to a bluetooth speaker that She really thought was better than the rest. Wow, she was really not kidding!!! I went with her suggestion and bought it. That speaker sound was so good, it changed the quality of my workspace by an order of magnitude. Bianca and the other new employees in here are much, much better than the former employees at this location. Moreover, they are hundreds of times more efficient and kind then the employees at the Rainier st or Southcenter locations.
Biance turned a horrible day of losing my purse, keys and phone into a more pleasant and manageable one!!! Her patience and kindness really meant a lot to someone who was already stressed and frazzled.

3 weeks ago I didn’t plan on getting a new phone quite yet and I was doing a little shopping around and heard about the buy out of your contract deal. The idea had me excited because I hated my sprint plan within a month of service (1 yr and 3 months ago) but at the same time I was very scepticle of something like that. So I walked in to find out. Demitre helped me, he was very nice and very knowledgeable and when he didn’t know something he never glossed over it and tried to distract me with another point to try and sell me, it all made sense and I liked what I heard. When I decided to make the switch he was not only super patient with my indecisiveness on picking a phone but the process of the switch… and for me, it took a long time. Having to give up my phone I didn’t want to loose everything on my old phone but because my phone deleted all the data saved on every memory card I’ve ever tried to save to, It was all internal memory that had to be transfered. He was very good with answering questions, some repeatedly (had to be sure given my experience with sprint) and involving his manager Rey, who was also very nice and helpful. They’ve checked up on me since and addressed the couple of minor concerns I had had and efficiently. It’s hands down the best phone company experience I’ve ever had. AND of course, I’m very happy with my tmobile service!!! I especially love the wifi calling!

I just visited this store today to switch carriers from US Cellular to T Mobile. I had a very unique and complicated situation and I was at the store for almost 2 hours.
My sales representative, Bianca, was absolutely amazing. She was so patient and helpful and walked me through everything. I have never written a review on Unilocal before but I immediately came home and created an account so that I could give her this glowing review.
I would recommend this store to anyone. Their customer service is phenomenal and I am so pleased with my new phone.
Thank you Bianca! I cannot even tell you how much I appreciate all your help.

I came by with a friend who had been overseas to ask about a T-​Mobile sim card that was the wrong size for the phone we had, and while there were four staff members on the floor, nobody helped us when we got there until we’d been standing there awkwardly for some time. When we were assisted, we explained the situation with the sim card and the staff member that was assisting us was barely paying attention because she was busy putting a protective screen on another phone, and didn’t even look at us. The service was extremely disappointing.
And then we were told we would need to pay $ 35 to activate a sim card, before we even loaded money onto it. For someone who travels internationally and was only in the country for a week, that was a laughably bad deal. We ended up leaving because it would actually be cheaper for her to pay international roaming charges for her phone if she needed to call or text than to sign up again with T-​Mobile.
So yeah, all up it was pretty poor customer service. Plus, even though there’s parking out the front it is usually crowded and awful to get through. Bleh.

I switched to T-​Mobile from ATT recently, and I am very happy I did.
No contract with T-​Mobile is nice, prices are lower, LTE data is very fast, and the killer feature… free data/​texts when traveling internationally! Just came back from a trip to Hong Kong, great to be able to use my phone there and then come home to no extra charges on my bill. Looking forward to using it in London soon…
Coverage here in the Seattle area is not quite as good as with ATT but only really had a problem in one location and I can live with that.
Highly recommend T-​Mobile if you like to travel!

Fantastic staff, always very warm welcoming, have been willing to help me with any situation. Yes they charge for Sim cards but I called customer care and that is t-mobile’s new policy. Definitely recommend this location for any type of service.

I went into the kirkland store to get helped and was warmley greeted by the whole team. I had issues with my phone and the reps took a look and figured out what was wrong. I have visited other stores, where I was not helped very well. I would definetly recommend this store.

Customer service through the roof! This was a totally different experience then expected.
Low pressure and low key but totally helpful and patient, this store and the staff are amazing.
They even helped my 76 year old dad with font size and texting and using his Smart phone.
Mari, Rey and the entire staff are more than helpful.
My phone rocks. My plan is less than half of what I was paying at Verizon.

As a post-​paid customer, I went to this t-​mobile store — to pick up a SIM card to replace the SIM card that I had lost few days earlier. Here are the issues for which I am giving them 1 star
1. First they asked for $ 20 to replace a SIM card even though t-​mobile corporate confirmed that the regular price is $ 10
2. Manager here was so bad that he was willing to throw me out for pointing out #1
3. I told them I will take my business else where and that is what I am planning to do
Thanks