My mobile device cracked and stopped working, so I went into my local T-Mobile store to replace it. I was told after waiting for twenty minutes that I needed to be added as an authorized user on the joint account to even be able to replace the phone. So the primary account holder drove 30 mins to come and add me as an authorized user (since the wait to speak to someone via phone was over two hours). I purchased a new phone that day and paid off my old one.All was good until my bill came for this month and my T-Mobile account shows absolutely no record of me paying off my old phone ($120). Thank God I kept receipts. I call T-Mobile and they say that they can’t help me because they have no record of me being an authorized user on the account. So clearly, the sales rep was more interested in asking me inappropriate personal questions during my time in the store, rather than doing his job and adding me to the account. It was an uncomfortable and a frustrating experience overall. Now, the primary account holder is trying to work through this entire mess, thanks to this location’s mistakes. I do not recommend doing business at this location and I’m starting to question T-Mobile as a whole. Their customer service is trash.

Mathew/ expert was amazing, provided excellent customer service, very knowledgeable, very polite, and patient. The most important after hours and hours on the phone with T-mobile representatives, I was able finally to get answers on my questions and received needed assistance. Awesome job, Matthew and thank you again !!!!

Arrived wanting to cancel my account and was (nearly) immediately greeted, asking the reason for my visit and wanting to check me into the system.When the employee was informed that I wished to cancel my account, I was told to leave and call to cancel... I informed her that my phone was not functional, and that was the reason for my canceling. The employee, who claimed to be the manager, was utterly unprofessional and told me that it was too bad for you that I could not call to cancel an unworking account, and told me to borrow someone elses phone... rather than doing her job, she decided to walk off and whisper about me to other employees and have one of her associates throw a post-it note (yes, throw) with the customer care phone number on it, at me.Entirely unprofessional with 0 sense of any customer service skills. That is, unless, you are willing to spend money.

Leading the way in Customer Service! T-mobile has been a part of my family for 15+ years and they have ALWAYS been super helpful and dependable. Stores are clean, employees know their stuff!

Fantastic service. CSR was polite and easy going. Patient folks. Replaced my screen and it was done in under an hour!

This store needs a Kiosk to pay my phone bill.I waited over 30 min this time while the employees were busy selling everything but trying to expedite customers. Sprint, Tacoma power, concast all have Kiosks .think

Called in about 20mins before closing while my husband was en route to the store to pick up a new SIM card for my phone. The guy who answered the phone, Gabriel, was beyond rude. The first thing out of his mouth was “we close in 16 minutes so you better hurry” before even knowing what specifically I was calling about. Despite the corporate customer service rep telling me my husband could go into any T-Mobile store to pick up a new SIM, Gabriel said it was impossible given my husband isn’t on the account. Having been in the industry previously,I know that Gabriel could have easily sold him a SIM card or done and over the phone authorization with me to access the account or asked my husband all of the account security questions to gain access. While it’s the end of day and close to closing time on Friday, that’s not excuse to be difficult and rude to customers.

We just wanted to take a moment to thank Kadie D so much for all her help and patience. My wife and I are probably the most phone Illiterate individuals. Kadie D was so professional kind and understanding. She took nearly 4 hours to help us recover or data from our old phones, set up our new phones and educate on the new features. She is an amazing person and a very valuable asset to T-mobile. Thanks

LESS THAN 1 STAR!!!Ive been with T-Mobile for 6-years, and this is the first time I encounter very unprofessional agents. On June 18, 2021, I came to the store to upgrade/ trade-in my iPhone xs max to iPhone pro 12 max. SEAN WILSON assisted me. I paid for the phone at the store and have it shipped to my house because they dont have the white iPhone 12 max in-store. I asked SEAN WILSON how much will be the trade-in and he answer about $400. I then asked what will be the process after receiving my new phone; how can I return the old phone to get credit for it (trade-in). SEAN WILSON told me I just need to come back to the store and they will take my phone. Four days pass I able to get my new phone order at the stored shipped to my house. I returned to the store and spoke to KALLEN, he told me that the process that has been done to my account is not what it supposed to be. I then told him that SEAN WILSON assisted me and told me whats the steps are. They both argue in front of me and SEAN WILSON insisted that there is a way to fix it. SEAN WILSON gave me his calling card and told me he can fix it for an hour (THE FIRST LIE). After two hours I called SEAN WILSON for an update regards my concern. He then insisted that I went home and purchased my phone on my own which is why I didnt get credit for my old phone (as a trade-in)(on that day he assisted me and have my card swiped at the store for buying the phone)(THE SECOND LIE). I told him thats not what happened, and his response is I need to calm down and hes not too worried about it and he wants me to call customer service and tell them what happened (he is not worried because its not his money and time being wasted). I called customer service and the only way to fix all this is to return my newly purchase iPhone and order again! (this time properly included the trade-in) I went back to the store and talk to the supervisor, I got transferred to KALLEN again! and the level of unprofessionalism is unbelievable. KALLEN insisted that I purchased the phone on my own online. I then ask for a copy of the receipt because it will show that it is an in-store purchase (like the customer service I spoke to verify as well it is in-store purchased) KALLEN response is I KNOW WHAT IM DOING then KALLEN addressed that he cant print me a receipt nor see my receipt. How can you then prove to me that I purchased it myself online? Im very disappointed with what I experience in this store the agents I encounter are not EXPERTS AT ALL!!! In addition, I email SEAN WILSON and no response at all and didn’t even own up to his mistake (he didn’t do the trade-in properly).

Jose is awesome! Phone messed up early in the day and with in seconds he was able to fix it!

The person working here was rude and has no idea how to do there job, they should find a new one. After waiting for more than two hours they finally figured out that we were above our credit limit and we could not get the devices that we were wanting to get. Best Advice. Do Not Get T-Mobile. Period. There a waste of time.

I was very pleased with my experience with Jesse S and Matt Rogge. They were very helpful and Jesse S was very knowledgeable. On the other hand, I found Jacob Lewis the Retail Associate Manager to be very combative and condescending... He turned his back on us and refused to help us, all while happily greeting other customers.

If you need to hit up a T-Mo location in Tacoma, I recommend taking the extra time to go here or the 38th and Pacific location. The staff is super knowledgeable and they usually actually have what you want in stock.Theres a lot less pressure from the staff to buy things you dont need to get commissions, at this location as well, so maybe pick up an overpriced screen protector and have them install it for you, just to thank them for not trying to sell you that, a case, a watch, a tablet, two bluetooth speakers and 4 colors of Beats headphones when they should just be getting you your damned phone from the back and activating it for you. ;)

Vicky was very helpful and knowledgeable! Thank you Vicky for helping us this afternoon!

Great service from well trained and experienced staff

Very friendly and helpfulVery staffed but great serviceThank you

1 star is too much. A disappointment is the best way to describe the scene here. Communication is a bomb.

Everything was great!

Not good, but the representative made sure that I was at ease

Always very friendly and professional staff!

Fast,friendly, and knowledgeable. Thank you, Matthew for the great customer service!

Kellan was great 👍, just super frustrating with Sprint trying to switch fully to T mobile but cost so much money 💰. They should used the 4 yrs credit from sprint to T mobile since they are one but no.

I had to go two T-Mobiles to get the phone then they didnt have the screen protector!

The T-Mobile office on 6th Avenue is very efficient and comfortable. Matthew is very knowledgeable and helpful.

Great customer service they really went above and beyond for me when I upgraded to my iPhone 11. Very friendly and understanding and patient. I am very satisfied..

Had a great experience! Kane too care of me and went above and beyond to get me a good deal!

This is a great location. One of the employees, Austen, helped my husband and I with a complicated issue. He was very helpful and patient with us. The location is also easy to find, very clean on the inside, and the rest of the staff seemed nice too.

Busy, crowded, and not very helpful.

Victoria and Jesse did a phenomenal job. They were absolutely amazing, very patient and went above and beyond to make sure we were satisfied!

Great service and a great crew 👍

Selected this T-Mobile store because of the excellent reviews and was not disappointed. Went in to get a sim card and activate a new phone. Immediate contact with Gabriel when I walked in the door. Transferred data from my old phone, helped me with basic setup, installed sim card and activated. Probably spent 30-45 minutes working with me. Very knowledgeable and professional. Excellent service.

Great customer service

Piece of advice : make sure you do not leave this location without having a black and white of agreement you paid on your hand. We were told that our 3 phones order will be delivered into 2 separate shipment - NOT! Jessie did not order separately. We were told that the accessory we chose was ordered--NOT! Jessie did not order it! and we were waiting for nothing. We signed agreement May 12th....today is May 21st....no phones because it was not handled correctly.....and guess what? we are tied up with T mobile for 6 mos because they got our business account details set up! after 3 1/2 hours at this location on our first visit, all they can say is you need to come back to our store and do it all over again :(We came back, stayed for an hour...I said, we will just refund the $400 accessories we bought bec there are no phones. Jessie did not even advised me that we are going to be tied up with them even we cancelled our transaction and took our $30 for the unused SIM CArd. NO apologies from the Best Manager Derek. Never again at this location.

I went into TMOBILE to replace the screen protector on my phone. There were enough employees that I didnt have to wait. The employee changed out the screen protector for me. Appreciated the extra care!

Had an excellent experience today at this T-Mobile! Came in to get a new phone and had the pleasure of working with Gabrial. He was such a delight to work with! Excellent customer service- super kind and friendly. I will definitely be coming back to this location! Thanks, Gabrial!

Very accommodating. Thanks Gabriel for your assistance.

I switched from a different phone service (after 3 years) to T-Mobile last month. I have been very satisfied with my service plan and regret that I hadnt done this sooner.

Great repair service.

It was as always a pleasure to go there. Customers service was awesome and the results where even better. I was able to leave with my issue resolved.

Its now my favorite store to go to.They were very helpful and now I have sprint and t mobile towers with a free upgrade

Too much time spent waiting for an associate. Too much chitchat with customers. Need a clerk for quick transactions such as returning an item. One of them, Phong, told me he couldnt sign in to a computer. Whats he doing working in store. Bunch of buffalo bagels! Could purchase a car faster than dealing with this store!

Started out great, ended...ok. Switched from Sprint. Bought/ buying 2 new phones from T-Mobile. Had to pay $17 to have a popular phone that they were out of shipped to the store? Before we left the store I heard another representative offer to check other store locations for the device they wanted. Ill bring it up once my wifes phone arrives at the store. / :

This Tmobile was great and Austen was really helpful even when I wasnt super sure about what I wanted and made things very difficult he helped the entire time was very patient and really nice about everythingTHANKS AUSTEN!

Outstanding!! Great service and attitude👍

Visited to take advantage of the BOGO promo. (I came back specifically because of the great experience at this location two years ago). Both times, fantastic service. Shout out to Peter, one of TMos best. Keep up the great work!

They were very helpful.

Christa the store manager helped me straighten out an account, she went above and beyond to help me understand what was going on and offered advice to save me money. I recommend this store to all T-Mobile customers and if you need a phone, please try them out.

These guys are awesome!

Thank you bryan and katie!!!! store employees and stephanie supervisor **5830 from call center it was a struggle getting my watch to work ended up having to get a new one but steohanie was able to help my account

Customer service is great

Very nice. Customer service is awesome and plans are excellent.

Christine is great!She helped me and Charlie get his new shiny hone set up,thank you!

Very slow service

They were all amazing, very helpful and informative. Thank you to Derek and team! ♡

Clients here are so like chatting and let customers wait for a so long time. It seems ignore us and still chat likenothing happens. We just want to pay a monthly bill, and it wastes us almost an hour to finish the easy process.

Austen had great customer service and made everything quick and painless! Definitely using this location from now on!

Amazing service! Thank you!! Very helpful and knowledgeable staff. Best T-Mobile store I have ever been to

Called the store to check prices on a phone, they told us it was $720, so we drove there from Olympia since our local stores did not have this phone. We get all the way there, they tell us its actually $830 - so theyll be a $200 price to leave the store with the phone (vs just taxes if it was the HUNDRED dollars less that MARIO told us on the phone 30 minutes prior) Mario quickly fled to the back employee only door once we mentioned that he told us a different price and there was no accountability or customer service, they didnt even apologize for an inconvenience or the fact that their employee just lied to us. The only accountability was telling us to call customer service and telesales to see if they would give us the $720 price. Which, is not possible, unless I suppose you try to be an a*hole and request supervisors and make a stink, but even then, they shouldnt be telling their customers to do this. They need to honor what was told to their customers and own up to their own mistakes. Typical phone sales men, though, pawning off their accountability to customer service. Theyre a corporate store, they can do anything customer service can do. They just dont care to.

Outstanding and organized service.

Awesome place, He put it all together for me, screen saver, case cover, pull out knob...I jus had to put on my monthly bill!!! Thanks

Fantastic customer service 👍

A bit snootier than most T-Mobile stores. Staff had trouble adapting to account anomalies or out of the ordinary requests. More interested in the up sell than a well sell.

Friendly staffQuick lines and always ready to assist with customer service.

The guy jose is the best.. any problem he will solve it for you

Usually uncrowded. If crowded, short waits. Staff rocks.

My experience here has been good. Sales repsare friendly and have gone out of their way to help me.

Very helpful staff and great cell phone service and family plans.

Friendly and helpful but wait times can be very long.

Nice service, easy access location.

T-mobile was very helpful as always. They fixed all the problems with my phone and now it works fine.

Great team

As always greetings upon entering, when busy they will approach you and let you know how long the wait may be, very professional and attentive staff, quick to answer questions, knowledgeable, courteous, great selection of mobile devices in stock, prices are reasonable in store, accessories a bit over priced.

Clean and professional establishment

Useless

Always busy. Very pushy sales people but they answer all my questions to their best ability

They have very friendly and knolegbal staff.

Incredibly helpful sales reps.

Always have great service :)

Clueless associates. Have to check online for everything. Even I knew more about their plans going in based on their website.

Fantastic customer service

Great people and burgers

Called and was told open till 6, Google Maps says open till 6, get to store store closes at 5 on Sunday. Need to fix your hours.

Friendly helpful and quick

Parking was a joke. They couldnt give a price just quoted on the phone.

While I didnt ultimately end up purchasing a phone with this T-Mobile location, I found the service to be as polite and patient as could be.

Im gonna put one star because I dont like how they work in on Sunday they put a website they close at 6 oclock p.m. but they not close at that 5 oclock p.m.

Always helpful service

Great customers service

Nice service

Great store

Good service

Awesome service

Great service

Excellent service

Good services

Normal store

Yes

Fingernails

Excellent place and an attention impressing by its highly qualified staff