T-Mobile Experience Store — Attraction in Bellevue

Around Jul 12, T-Mobile breached my personal information, resulting on a fraudulent claim to Assurant for a replacement of an IPhone which was still in my possession. I reported this fraudulent activity to T-Mobile and Assurant at the time. On Aug 5, cellular data, WiFi, and Bluetooth stopped working on my phone. While out of the country, I visited an Apple store which was unable to honor my warranty and fix my phone due to communication stating that my phone had been replaced, a communication that comes from the carrier after an insurance claim (fraudulent in this case) which results in the inactivation of the device serial number. I made several calls to T-Mobile to resolve this issue to no avail, leaving me without a functional phone during the entire 9-day duration of my international stay.

Once back in the U.S., I visited the store at 3618 Factoria. An associate looked at my phone and diagnosed the issue as a factory defect, he requested that I called Assurant myself with their store phone, then proceeded to leave me alone with my issue. After a failed attempt to resolve my issue with Assurant as they claimed this needed to be resolved by my carrier, I asked to speak with the T-Mobile store Manager. She claimed that it was the customer's responsibility to arrange communication across T-Mobile's third party companies (Assurant, Apple) for a path to resolution. I surfaced to her that in this situation, I was a customer of T-Mobile, having purchased my phone, service, insurance, and Apple Care plan directly through them. I expect T-Mobile to resolve internal communication issues across their stakeholders.

The manager proceeded to state that anything related to my faulty device was under the scope of T-Mobile because she claimed T-Mobile to be "only a cellular company". Being a "cellular company", T-Mobile conveniently positions itself as a phone dealer when it comes to selling devices…

The manager claimed to already be "going above and beyond" to support me for simply getting up and speaking with me. Now let me ask, if you claim to be a cellular company, the bare minimum level of service should constitute on your customers to have access to cellular service. If you have failed to do provide the bare minimum level of service, how is this going above and beyond?

It is now day 11 and I still do not have a functional phone. T-Mobile has failed to provide proper support and sufficient compensation for: 1) the mishandling of my private information resulting on fraudulent activity; 2) the safety risk of being out of the country without a functional phone, as result of this fraudulent activity; 3) the time spent speaking with representatives on this issue (approximately 15 hours); and 4) the humiliation I experienced in the...

I've been with T-Mobile since before they were T-Mobile. Please know this review is coming someone very knowledgeable about the company, stores, policies, and procedures. I've been using the Factoria store for about ten years now.

I always get the most wonderful help at this store. I never have to wait more than 15 minutes to get service. They are always well staffed. The only time it gets a little difficult is during lunch. They are swapping out employees to allow everyone to have personal time. If the person helping you does not know something they don't hesitate to ask another employee. Pride in the company, not someone's image is very evident in this store.

Dereck who has been one of the managers at this store is by far one of my favorite people. His job is to monitor the comings and goings of the store but he always makes the rounds to ensure each customer is getting the help they need. While he lets his new employees learn he is not oppressive to the point of embarrassing them. He's there to help them learn more. I've never seen him embarrass or scold an employee in all the time I've known him.

You would think after all this time of me knowing Dereck he would just look up my account and not worry about procedures. He knows me well enough he gives me a hug when I arrive in the store but he still makes me show him my ID. He is very diligent about following the company rules and using them to do whatever it takes to make the customer happy. Sales reps have tried to upgrade my plan and he always steps in and tells them "NO." I'm on a 10-year old plan that is better than what is currently offered. He won't let anyone change me because I have a better rate with my old plan. He is fabulous!

I've always had my loyal sales persons when I've gone in. They have all been great but Chandler is my newest favorite. He is always happy and notices every little detail. He will tell you if what you want is not on the product you are asking for, even if it means not getting the sale. He wants to make sure you are happy. He is a perfect example of a dedicated T-Mobile employee.

The new store looks wonderful with a nice sitting area and all the products are on display. I highly recommend you take the time to stop in and see what T-Mobile, Dereck and his team...

Consistently bad service and a lack of interest in helping the customer with any other issue that doesn't involve making a purchase in-store.

Forget about what you hear in the ads or alleged promotions. After receiving pushback at three different locations over two defective phones despite paying insurance for both, it's clear that T-Mobile store employees are trained to deny honoring any agreements and only push upsells. You'll only receive some modicum of service if you call their Customer Care line and have half a day to get transferred around from department to department.

Our most recent experience, the Assistant Manager at Factoria (her name started with an 'M', Miranda? Melinda?) was especially rude and unfriendly once she found out that we weren't there to purchase anything but were there just to exchange a defective phone that we requested be sent to their store. Additionally, the manager at the previous store it had been sent to refused to honor our insurance and wouldn't exchange it. It was all about pushing us into an upgrade we didn't want.

It's surprising that such bad service would come from a store that's literally a parking lot's distance from T-Mobile headquarters but I guess that's indicative of the company as a whole if even the employees that are a stone's throw away don't care about how they treat the customer.

I had already been through an ordeal with another T-Mobile store that completely botched our exchange then I spent a day talking to Customer Care by phone trying to remedy the situation, I told the Assistant Manager to look at the notes on my account as instructed by Customer Care but apparently we weren't worthy of good service even after whatever was entered there. She grudgingly had an associate exchange the phone for us while standing over at the next podium gossiping about us with another employee. T-Mobile apparently has pretty low standards when it comes to in-store customer service because this is the third store where we've encountered exceptionally bad service.

Definitely go with another carrier if you can. T-Mobile is garbage. I'm already in the process of moving to...