Absolutely horrible experience all around from long waits with customer service, being told conflicting information, and rigid inconvenient guidelines.I purchased a hotspot to use during a hospital rotation in Arizona. I was told I would have LTE data to complete school assignments, etc. Because of the location and poor communication, I was roaming constantly with only 1 MB of data speed. We wanted to have the issue resolved. My husband had work with customer care over the course of 12+ times. Each time we were given conflicting information stating that it should be faster but alas it still was slower than 2G. At times I was not even able to send an iMessage on the phone.We chose to return the device however I was 2 hr one way drive away. We were told the return date was firm at 14 days and even though I work 12hr shifts at the hospital I would have to return it on time and drive 4 hr total. Multiple customer care agents told us we could send it in via mail return but then those options were revoked at the last minute without explanation.Once I drove the 2hr one way, the first store was unable to process the return due to their app not working. We drove to a second store, same issue. We were told we would have to drive to the third store but they said “no promises it will work.”We had the second store call customer service and proceeded to be on hold 30min on two separate occasions.This whole experience has been absolutely exhausting and incredibly disappointing. We hope to get a refund for our device, but that does not come close to the time driving, at the stores and on the phone that we have lost as a result of T-Mobile’s poor customer service.I am not one to write negative reviews; however, I wanted to make others aware to avoid their service because of what my husband and I experienced.

We swapped to T-Mobile from AT&T here, and we got a ton of awesome help and support--and a much smaller phone bill than before. Matthew was a fantastic guy and helped us with every question we had!

The guy that looks like Miguel from Cobra Kai was awesome. Helped us get a new phone 5G. Thanks!

My name is Glenn. John, the manager at the Flagstaff Mall t-Mobile store is amazing! John, and his whole staff are very pleasant, knowledgeable, and friendly! John, Max, and Jose helped me several times, and they are all great guys! I would highly recommend this t-mobile store as you will have a great experience!

On Thursday, I made an appointment for Friday opening time. When my wife and I arrived we were greeted by all three employees in the store. The Manager, John, knew exactly who we were and what we were needing to do, from the person who set up our appointment the day before. Already, we were impressed with the internal communications process and greetings. John reviewed our needs and once confirmed, he turned us over to an associate, Maximiliano (Max) to help us. Max was very pleasant and professional and dove right in to showing us available phones and reviewing plan options. I inundated him with question after question and he kept his cool while answering each one. I was impressed with his knowledge and ability to handle everything I threw at him. He worked extremely hard to find a plan that was just right for us. Once we settled on a plan, and Max was doing the required paperwork, John jumped in to start transferring the data, contacts and pictures from our old phones to the new ones, even further streamlining the process. I highly recommend this T-Mobile store and this team of professionals.

Love who fast the guys take care of me. I usually go in and only spend like 30 minutes and John the manager is great.

We bought a glass protector and phone cover. We were presented with a variety of different cases and I might switch over for their service too! Good job t mobile and the crew!

Wanted a new phone..but have to pre-order 4 Phones,and watches

Javier was an amazing help getting me situated. He helped start a new account get a new phone set up. He is very well informed and answered every question with a smile on his face. Very courteous and polite. Best customer service I have received in a very long time!!! THANK YOU JAVIER!!

Not the best I had to go someone else to get my phone fixed😒

They know whats up.Thank you guys at TMobile in flagstaff mall

Store folks were friendly & helpful.

They were great took care of my problem

Drove 2 hours in order to switch services on my phone. Although T-Mobile was busy, it was definitely worth the wait. I am very pleased with the customer service I received. The gentleman was very knowledgeable and professional. I was assisted in exploring different options and choosing a plan that best fit my daughter and I. The switch was quick and easy. I highly recommend this particular T-Mobile location to anyone, ask for Ryan.

I had an awesome experience at this T-mobile store yesterday. Ryan was knowledgeable and quick. I needed to pay off some equipment plans, change 2 cell phone numbers, and purchase a new phone and tablet. I was in and out in less than 2 hours, with my new phone and tablet set-up. Thats the most Ive ever needed done at a store and the fastest Ive ever gotten out. Thank you Ryan.

We are from out of town and were having problems with my wifes phone. RYAN was kind and courteous.. He was able to fix my wifes phone quickly.. highly recommend them

NEW MANAGEMENT!!! We have in the past two years avoided even visiting this t-mobile store because of the horrible reviews. Well the store is now run by T-Mobile folks from Phoenix. The store manager named JOB took care of us. She did an excellent job! We came in to add two new lines from a promotion we seen. Well, she above and beyond, we walked out with two new lines, two free phones that we didnt know came with them which even customer service over the phone neglected to tell us about. But Job hooked us up and we will be visiting this location often. Finally Flagstaff has a T-Mobile store that you can visit. Also they are very nice and easy to talk to, NO Question was left unanswered. They make sure of that. Thank you!

Absolutely horrible customer service. Been over 2 months I have been trying to unlock paid off phones. Hopefully today is the last time I have to Grace the doorstep of that store. Store manager almost got my foot up her a s s after she was smirky with her other co-worker that always has an attitude. I told them to at least save it for when I leave. Never again will I ever go to T-Mobile. Id pay quadruple their price to not have to deal with them.

Great customer service!

These guys are the best in the business! They were self helpful and catered to my every need! Cody and Ryan made me feel very welcomed and important! Definitely recommend coming here for business!

Recently tried calling the store to ask about my inquiries of certain devices being shipped into their store. But they never picked up the phone, called there more then 12 times today! (Aug. 12th, 2019) about to get upset when I have to go to the store directly. Upset, not a great store. Terrible service when they dont pick up the phone.

Great and knowledgeable service with John at this store. I was traveling and needed help with my phone. Thank you.

This T-Mobile lacks customer service and proper management. The management staff are kids. They aren’t very helpful. Racist and rude. If I could give them a zero rating, I would! Better off calling 611 and or going to Phoenix for help.

Jam and the rest of the crew at t mobile are top notch ! They take care of us each and every time !

John was very helpful in explaining the choices on a Galaxy Watch and getting my new Beats 3 hooked up and working!

I have been to the T Mobile store in the Flagstaff Mall twice and have had my questions answered both times, Jam is knowledgeable and very helpful. She took the time to set up my mobile hotspot and makes sure I understand how it works. Ill be going back to the Flagstaff store with any future needs!

Great visit to the Flagstaff T-Mobile! Jamm and Brandon were very helpful asissting with my account and helping set my friend up with service! Go visit the management team at Flagstaff mall.

The whole crew there was very kind and helpful. Jamm got me set up with the new iPhone and made it a seamless transition from my former carrier.

I went in to T-Mobile with my dinasour phone, because it has been acting up. Roxy informed me that I was due for an upgrade on my phone, and she helped me pick the best one! After choosing my phone, I was very afraid of holding it, she helped me find a durable and cute case that I LOVE! She also recommended some really cool Bluetooth devices & headphones! I went in with a phone that barley worked, and came out with all kinds of new gadgets I love! She was very patient, and kind the entire time! Thanks Roxy!

Store was nice and well organized. Staff was friendly and Roxy did a great job of helping me find a phone and plan that was right for me!

Very helpful and knowledgeable. Great service and attitude of the team there

This store is horrible. These people dont really know much about anything they sell here both products and service. They sold me service that they claimed worked in Tuba City but turns out calls and text work but the internet speed is awful. Cancelled my service with T-Mobile customer service (went back to Verizon sadly) and went to return the cheap device I was talked into from here and they wanted me to pay full price for the device. When I went back to return phone I was not met with the same fake smiley customer service I received when I first walked in there 5 days ago. Buyer beware of this retail location if you must find a REAL T-Mobile store not this retail outlet.

This store excellent customer service! Roxy Kruse was so helpful with helping me pick out a phone and getting it set up, as I am technically challenged.Roxy spent a lot of time making sure I completely understood and could use my phone before I left the store. Thank you Flagstaff T-Mobile and Roxy Kruse!!!!

I went in to get my screen protector ($40 dollar with insurance replacement plan.) and one dude told me I was not eligible for it. Then I went to call the T-Mobile store where I originally bought my phone and screen protector then said I was eligible and the tool they use is down but there’s other steps he should’ve taken but didn’t so he said that should’ve asked to speak to the store manager because at that point he was just being lazy.

If I could give 0 stars I would. First off the customer service sucks! They told that they only sold one type of screen protector for my phone. Then after I bought the $35 dollar screen protector the only one they had they said they wouldnt put it on because its as too complicated and that they only put on the other kind of protectors (so they sold more than just the one they said they had). Then after I jumped my phone and went to mail the old one back. They conveniently never told me that the mailing label they gave me was only for UPS not USPS. Making me pay shipping that I didnt need to pay. Im never going back there again! Ill spend my time and gas to go to a store elsewhere!

I had a great experience goin g tonthe tmobile at the flagstaff mall. The managers and employees were so welcoming and where there with a mission to help me and answered all questions I had. Great experience overall.

If I could give them zero stars I would. I absolutely horrible customer service. If there was another store in town, I would say go there. But its the only t-mobile in flagstaff. Its painful trying to get help here. They have three employees at the store and only one is helping customers when there is a line out the door. Avoid at all costs.

Great customer service! Jamm was amazing!

I really like Tmobile I switched from Verizon and I have faster data now and the reception is perfect!

First of all Id like to say costumer service was very, very BAD! The retail manager was not very kind nor did he not explain NOTHING! He was no help at all. We went to the store for an upgrade and the only service he provided for us was take out the SIM card from my phone and placed it in the new phone. He didnt explain payment adjustments, he didnt help set up the phone properly, etc....... Just BAD costumer service PERIOD!!! My sister and I figured everything out ourselves.This will be the last time we ever go to this store for our T-Mobile needs.

Under new ownership and management. Stop by and see the amazing store environment and get all your mobile solutions taken care of.

Poor service

Jamielle was very helpful and took care of my questions and concerns. Its great to have a T-Mobile store in Flagstaff!

Awesome quick service and very understanding/helpful! Thank you Jamm!!!! 😁👍

Jamm does such an amazing job every time I come in any time you walk in ask for her!!

Best t mobile Ive been to jamm helped me a all my needs !

You know that sound you hear on the Price is Right, when you lose... thats the sound I hear any time I go to a T-Mobile location. Weve been with T-Moble for quite a while, and have experienced good customer service on the phone, always something lacking at the store. Though, the store is slick and swanky.Had troubles with our daughters iPhone 7. Had gone to the other location in town, but found out, it was not truly a T-Mobile Store, they were a 3rd party affiliate, and wed had challenges.So, on Friday night, we bounded out to the mall, to see a friendly T-Mobile associate to address the iPhone 7 issues we had with our daughters phone. We arrived about 8:30pm on a Friday night, the store was not busy, and there were two (2) associates behind the counter. I informed them, wed been on the phone with T-Mobile customer service and told to come over and swap out the iPhone 7, due to what apparently was either a software issue, because of an iPhone fuscia screen of death. One tech looked at the phone, and then our account, no real hands on review, and or quesitons as to why and what may be occuring. He immediately said, this needs to be handled as an insurance return, youll need to mail it back. I explained that was not what I had been informed by Customer Service, they said...and then I was informed by the other T-Mobile Associate, sir, they dont know our policy, its different than what they told you...I stated, then lets got on the phone and get this sorted. Again, I was rebuffed and told that it didnt matter, the protocol was different. We grabbed the iPhone, I explained to them that this was one of the WORST customer service experiences I had received from T-Mobiel and began to question our loyalty to the Pink Carrier.I vented quite heavily to T-Mobile Customer service on the phone, who validated my understanding of how things should have gone, and addressed a return scenairo for us, that was one we could accept. No Insurance return, and a new phone would be overnighted to us. Problem was, now wed need to get a temporary phone until the overnighted phone arrived, first of next week, as it was currently the weekend.As we were NOT going to go through any more B/S with any T-Mobile location, we passed on getting the temp phone from T-Mobile.In the end, the phone needed to be rebooted, which was done by a competent tech org, locally, while we looked to get a replacement phone.There is a complete disconnect between Phone Customer Service with T-Mobile and a store location. We will avoid any Flagstaff locations, in the future.

Went a few times to get my PIN number. I still am not sure I was given the correct one. I was denied pay off of my phone and I have absolutely no service where I live. Not impressed at all

Shes beautiful...I mean the way she takes her job seriously

Victor, Jamm and Cody gave me great customer service. Great employees.

Had a problem with my Samsung Tab S that the guys at Best Buy couldnt figure out...the guy and girl at T Moble not only found and fixed the problem they took the time to show me a couple other tips. Fantastic experience there yesterday, thank you!

Never have phones they advertise. They always claim they are sold and never have phones when they say the next batch is coming. Need a better store. Frustrating!!

I have been a TMOBILE customer for more than ten years. One of the reasons my family and I have stayed with them this long is their ability to always work with us to fit our needs.My daughter is going to NAU this year, and as a freshman she already has a ton of pressure. When she called us (down in Phoenix) and told us her phone just died after 8 months we asked her to swing by this TMobile location who could find nothing on her phone in our account. After calling TMobile we found that the phone was still under warranty and started the warranty process. After about a week we got the call that the phone was sent to the Flagstaff TMobil so we sent our daughter down to pick it up.She was unpleasantly met by Andrea. Andrea claimed that the phone was bent and they couldnt replace the phone. So in an effort to get this resolved quickly my wife and I drove two hours to see what was going on. We arrived there soon as they opened today.We were greeted by Andrea which is the rudest and most un professional representative I have ever had the privilege to meet. After seeing my daughters phone I couldnt believe it. It was bent a little less than a 32nd of an inch. But all they wanted us to do is purchase a new one .She wouldnt even try to help us come to resolution. Andrea should not be working in any form of retail and gives TMobil a bad name.We are considering changing providers do to this situation.Later we called Apple and they told us no problem if we cant fix it we will give you a new one. Thats a stand up company!! (And what we expected from our provider)Buyers beware If youre in Flagstaff to purchase a new cel phone DO NOT go to this TMobil location!! Horrible...

Its clear the employees have had no training, and are more concerned with playing candy crush on their own phones (which are probably through other carriers, because T-Mobile in Flagstaff is completely useless) than paying any attention to customers at the store.The girl I talked to couldnt answer any of my questions, treated me like I was stupid, and ended up just telling me to call T-Mobile - while ignoring my complaint which was that my phone doesnt call anyone because their service doesnt work.Word of advice: NEVER USE T-MOBILE IN FLAGSTAFF. VERIZON IS THE ONLY COMPANY THAT HAS SERVICE HERE.

The representatives at this store are extremely poorly trained. Had to visit the store three times to complete a simple transaction, and while there, overheard the staff several times give incorrect information to other customers. The manager was extremely unhelpful, and was unwilling to assist me with calls to customer service to resolve my issue. When I asked for hte number to his corporate office, I was told they didnt have one. When I asked him where his paychecks came from, I was told he has a supervisor but he refused to give out his supervisors name or contact information, and said that the supervisor didnt keep a regular schedule, so there was no way to get in touch with him.My interaction with this store cost me several hundred dollars, due to incorrect information provided by their employees, but because they are a certified vendor (NOT an actual T-Mobile store) there is zero accountability. They are the only Flagstaff vendor, which means youll either need to put up with their terrible service, or drive to Phoenix to resolve your issues. My experience was so negative, Im canceling my T-mobile service and returning to Verizon.

The assistant manager did amazing. Jam really knows what shes doing !

They were very incompetent in doing their job. very rude. dont ever go there. jerks is all they are.

Ask for jamm she can deffinatly hook you up !

Came in for a problem with my phone, Roxy was very friendly attentive and able to help me immensely with the problems I had.

Roxy was very helpful with my phone troubles and informed me on my upgrade options which was nice to know, overall great experience and store.

Terrible. They dont have any phones in stock so theres basically no point of the store being there.

Theres a girl named jamm there she solved all my problems ! Ask for her (:

Great associates, super helpful.

They dont know anything, very unhelpful workers

Great team, awesome work

Awesome!!!

Best staff ever

Awesome people!

Just kidding they SUCKED

Really unknowledgeable, unhelpful, and rude

Friendly