T-Mobile Authorized Retailer — Local services in Airway Heights

Terrible experience upgrading our phones. We dropped by this store as we were ready to upgrade our phones. We have upgraded our phones at different T-mobile stores and rarely had issues. When we got there, we said we wanted to upgrade our phones, they were quick to pull up the account information and stated they weren't sure if they even had those phones in the store. We had to wait awhile to find this out, as they stated the phones were in a time-safe....which kind of perturbed me thinking that it might of been more convenient if they kept a log of actual phones in the store rather than waiting to open a safe to find out if they even had the inventory. After awhile (of standing around and walking in a circle), the clerk said that they didn't have the phones. She did give us the option to order the phones ( I should of just went home and order them on my own computer and I was looking forward to just upgrading there instead waiting a whole week to get a new phone)...so she said she was going to to call the other stores (within their own third party) to see if they have any phones available (but they were also in a time-safe, so we had to wait around for that answer too). She then said that 2 different stores up north have the phones and she was going to complete the transaction right then and there (it would make more sense to let us go to those stores and complete the transaction there since it seemed like it was busy..so this equals to waiting around even longer). We weren't given many options or questions about if we wanted to certain color of phone....we just got gray (I really wanted violet). No other questions if we were leaning towards getting an Ultra or a plus, we were just sold two phones with very little option. We had to drive to two different stores (one up north and one at northtown mall) to retrieve these phones and at this point, I'm deeply upset with how this experience was. We were probably in the store for more than hour and half just waiting around, people came and left as they weren't being helped. There was no seating, while waiting. I probably will go to another store next time if I'm looking to upgrade...

⭐️⭐️⭐️⭐️⭐️ I had an absolutely overwhelming and emotional experience recently, and I can't thank the team at the T-Mobile store in Airway Heights enough—especially Nate.

I came into the store in complete distress, in tears, and having what I can only describe as a full-on mental breakdown. My phone had locked me out entirely—I couldn’t access anything: my emails, Samsung account, or even my bank account. I felt helpless.

From the moment I walked in, even though the store was packed, a very sweet young woman (it was her first day!) saw I was clearly upset. She kindly listened to what I could explain through my tears and reassured me that Nate would take care of me. She even sat with me and tried to calm me down while I waited. Her kindness meant so much in that moment.

Then Nate stepped in—and truly went above and beyond. He worked with me patiently to come up with a solution, using an old device I had to help recover data, reset passwords, and regain access to critical accounts. He even helped me reset multiple emails and walked me through bank account recovery. I honestly don’t know what I would have done without his help.

What amazed me even more was that Nate was doing all of this while juggling multiple customers—selling devices, troubleshooting issues, and still giving everyone his full attention. Despite the chaos, he stayed calm, professional, and compassionate. He even gave me his contact info in case I needed help after hours, which was incredibly thoughtful.

Thanks to Nate, my phone is now working again, and I have access to all of my accounts. I left the store not only with my tech issues solved but with a heart full of gratitude.

T-Mobile, you are lucky to have employees like Nate and that kind young woman. They truly saved...

Absolute horrible customer service. I showed the T-Mobile representative. The phone that I wanted talked about the phone that I wanted. And he ordered me the wrong phone. I paid 450$ for the wrong phone then had to turn around and pay 1200 for the phone I did. 2 lines were opened instead of just using my original number and can't suspend them because it will take away my promotions. Then they were trying to credit the money back to my account instead of refunding me my money for this phone I did not want. Telling me I'm going to have to pay the restock fee for this phone I did not want. Which is 75$ I'm going to be responsible for. The Manger was trying to tell me oh you've done this before it looks like in the notes. NO THE STUPID INSURANCE COMPANY SENT ME THE WRONG PHONE AND I HAD TO SEND IT BACK NEVER THE ENTIRE TIME I'VE BEEN WITH TMOBILE HAVE I ORDERED THE WRONG PHONE. THANK YOU. Completely rude. Unprofessional establishment. I should have known from the first day I went in there and the girl stalled helping me the entire time because it was close to closing and she didn't want to actually work. Blaming it on a head ache. Or whatever she could think of to not actually do her job.

I don't recommend going to this t-mobile store. Or getting a contract with t-mobile at all really. Nothing but incompetent Unprofessional disrespectful uneducated jerks work here. Go to any other store...