The Phone Guys — Local services in Lacey

I suppose if you need to just buy a phone case, this place is fine. But if you need to have anything serviced or repaired, do NOT bring your device here. This place is not an authorized service center for ANY electronics brand.

I came here needing to have the battery replaced in my Samsung Galaxy S9+ (it has a non-user-replaceable battery). The associate said he could do it, even though my phone was the international version. They didn't have the battery in stock, so the associate ordered it. I asked him to call me when it arrived. A week later no phone call so I called to ask if the battery had arrived, and it had. Fine. I took my phone in the next day to have the battery changed. After a quick two hours, it was ready. I took the phone home and it would no longer charge, wirelessly or wired. So I took the phone back. The associate couldn't fix it, even by putting the old battery back in. Essentially, the phone was ruined. The associate told me that the charging port was broken. (It was working just fine when I brought it in.) He told me he would have to send the phone to the Federal Way store so they could fix the phone's charging capabilities. (I guess that store has better technicians.) I would have to go without my phone for at least three days. Begrudgingly, I agreed. But at this point I'm not sure they'll be able to do it, and I'm not sure what they'll do if they can't. Will they buy me a new phone?

This review will be updated when it can.

UPDATE: A few days later, I was informed that a new part would have to be ordered to repair the charging port at the Federal Way store. They would need a few days. This time, the repair went smoothly, and the phone was ready.

In the end, six days without my phone (tolerable in my case, may not be for others). The end result was that my phone works and the new battery is installed. I noticed that the charging was still a little slow, but the associate in the Federal Way store threw me a fast charger...

One of the best customer service experiences I've ever had was at this loaction. I work in a relatively high volume grocery store where I am always trying to exceed customers expectations, so this is why I'm leaving a lengthy review.

Adolfo is the store manager located at this Lacey branch who helped me with not only my current problem, but also surpassed any of my expectations as an electronics consumer. I was desperate, and sometimes people prey on this. This isn't the case at all. That's not who these guys are.

The LCD and the screen on my phone I had signed up for through Verizon was damaged and defective. After hearing one of my coworkers, who also praised this business, had a first-rate experience; coming here was primarily my first choice. Going into a Verizon store was the last resort. Adolfo gave me so many options to choose from, and that is what I loved. He answered all of my questions where he included the pros and cons in any future decisions I might make and their outcomes. With Verizon, I would've dropped a staggering amount of money, whereas Adolfo helped me guide through an elaborate and well thought out payment plan. He showed me the risks, which was alleviating, as this conditioned me to not expect any downfalls or financial surprises.

In customer service, it's always important to touch base with your customers and that is exactly what Adolfo accomplished. Not only do you have to be professional, but good leaders do not lack empathy; they are personable just as much.

This place not only sells phones, but also game consoles, tablets, certain sound systems, and many more. I highly recommend The Phone Guys to anyone and everyone who have any issues with their devices and need a replacement. Adolfo went above and beyond, and if there's anything to remember in regards to recieving such exceptional customer service, this place is what did it for me. I'll definitely be...

I stumbled across this place by chance with no idea what to expect but so far, the service has been very good. There's a nice variety of items for purchase and the staff is both friendly and responsive. If there is one thing I think could maybe be improved, it's general communication.

There was a bit of a situation where I tried to exchange a phone I'd recently purchased. The original Item included an order for screen-protectors and a phone case.

Since I was exchanging the phone I just bought for a different version, I was told that the case would have to arrive at a later date so that the right changes could be made to the order. Totally fair.

A few days later, I called to ask the store if my order was ready to be picked up. The staff told me it was. I came to get it the next day and was then instead told that it was still being delivered and that I should come back in the afternoon.

Let me be clear in that I DO NOT blame the staff for this and understand that it's ultimately a minor-inconvenience. But I was also slightly-irked to discover I would need make an extra trip for an item I was told had already arrived and think it might be a situation worth considering for in the future.

I'm giving this review 4 stars to reflect my overall first-experience, which was great, but not totally smooth. In spite of that, the team has been very helpful and I am satisfied with my purchase. I certainly intend to do business...