T-Mobile Authorized Retailer — Local services in Lake Stevens

Update 10/28: I never did get the second watch I paid for. It never came either, it was a total mess. My boyfriend ended up going and buying one physically from a store. Absolutely terrible. Never again.

Original post: Absolutely NOT 🚫 I am VERY disappointed in Zach and Greg (Trainee). They were SO nice and seemingly caring, but it was all a facàde to lull me and my boyfriend into a false sense of security. The date of this story spans from 3/4/24 to 5/28/24, as we are currently still fighting T-Mobile. On 3/4/24: T-Mobile had a deal going on that for every line you switch over from a different carrier you get a $200.00 T-Mobile credit. This is SUCH a long story so I am going to make a list in lieu of a typed out storyline.

Was told that BFs phone would be given a $500 credit towards our bill. When we got home and looked over the receipt (which I had to ask for) he was only given a $250 credit. We didn't get 25% off all accessories like Zach said. I was not going to buy the accessories there because they were too much. Zach said I'll hook you up with a special discount for 25% off all accessories if you buy 2 screen protectors, and 2 cases. We bought 2 new phones, 2 watches, and 2 lines for watches. My Google watch was not in stock. Zack said no worries he will order it and it will be over nighted to my house. He showed me the sim card for my watch, and said it's for after my watch arrives at my house. Zach explained what we were paying for in store that day: down payments on the 2 watches, 2 phones, 2 extra lines for watches. As well as the discounted (lie) assessories. The sim card Zach activated was for Internet! I did NOT need Internet, nor did we discuss internet. I found this out at a later date. Watch never did not arrive by Friday 3/9. I called the store Zach was all apologiec saying he must've missed ordering the watch and to have my BF come in tomorrow and he will personally take care of it. BF went in, Zach said he busy, a different person assisted my BF and informed him that we never paid for the watch. He was like no! We paid $1,0000 up front as a down payment for the 2 watches, 2 phones! I call T-Mobile customer service and explain what happened at the at the Lakes Stevens store with Zach and Greg. T-Mobile phone rep said that none of our down payments (nor the credits) were used towards the Google watch as it was never entered in/ordered. Rep said I will need to pay $530 for a $399 watch. I didn't understand and ended phone call. Call back on Sunday 3/11 talked to a new person, Samuel who was super helpful, found all kinds of issues. He fixed my credits as Zach entered in wrong codes for the $400 line CR transfer. Saw Zach sold me a new line for Internet,.not phone line for watch. He fixed that. Explained that the Google watch was never ordered, entered, or paid for. It's like it was never discussed. I had to pay $320 dollars for a watch that I supposedly paid for already. 3/15 T-Mobile calls and said that I'm basically out $500 (have to pay taxes on the total cost, plus watch) because the watch never made it to the carrier for mailing. So if I want my watch resent out, I'd need to pay another $500, if they find the watch, that they lost, I will be reimbursed for the $320 originally paid and that I now need to wait 10 days for them to look for the lost watch from their mailing dept. I still don't have the watch, my phone doesn't get Internet and I am only 3 weeks into being a customer.

Also my phone does not recognize/accept Internet. I have had T-Mobile look at it and troubleshoot and it still doesn't work. It sucks because I had to reset my phone every 15 minutes to get it to work. UPDATE: Phone was fixed via T-Mobile tech support about 4 days after. I now have Internet access through my phone. Please note, if you live in or close to Granite Falls, the T-Mobile 5G/LTE is super bad. If the power goes out and you cannot use wifi, the internet is painfully slow. I suggest to keep your wifi always connected for the best...

I had the worst experience of customer service. I was in the shop to replace a 3 month old phone on a warrenty claim and they could not of cared less. The employee that was helping me was sloppy, rude and unprofessional. After the phone was removed from the box and started up he just walk away and did not tell me anything. I had to come and ask him, what is our next step. He snapped at me and said I needed to download an app to transfer the data from my old phone to my new phone. So I did, eventhough that is his job. He then got distracted again by someone looking to finance some headphones. I again had to ask him what the next step was, he was rude and scarastic by saying he did not want to distrub me becasue I was looking around the store. I told him again, I am here to replace my phone and Ill be on my way. He rolled he eyes and got back to my phone. Then the phones finally started transfering data. He then again walked away and said nothing. It would of been professional to let me know what my next step was and about how long the process would take. I looked at the phone and it said, 60 minutes remaining. Wow, I asked if this is normal and he just shrugged his shoulders. I asked if it was ok if I left and came back in 30 min, and he said that the store might be closed. I was just confused, so I made sure I came back before 8pm. When I came back, I asked the manager, why we were transferring the data wireless vs a cable. I asked, "is a cable not the faster way"? He agreed and said it was faster but starting over would just take longer. Overall it took 2.5 hours. The whole time they hardly spoke to me, or let me know what was going on or even what our next steps are. Finally at the end, he just waved me over to the POS computer to pay. I was happy to get out of there. During my time sitting and waiting the employee named Will, had inappropriate conversations with his peers that were not ok around families. He was bashing other co-workers that were not there. He was talking negatively about Christianity and how stupid it is for people to use a bible. The manager did correct him and said that he should not talk like that, but as soon as the manager left the room he started right back up again. The employee named Will, was about 18, and had not respect for others and was disrespectful to everyone he came in contact with. I love tmobil but this store needs to correct poor behavior to fix...

i have never had such a bad customer service experience in my life. Yesterday, my mother and I went into t-mobile intending to leave with a Samsung; instead, we left extremely upset and dissatisfied. We were greeted as we walked in, and the t-mobile employee Sarah came to help us. Only a few minutes in the door would she tell us they only had two phones in stock that were Samsung. I asked if a different t-mobile would have them in stock? She replied, "Can't speak for them," and left it at that. My mother and I talked, and she chose a phone and asked, could you tell me about this phone? She points to the info and says you can read the specs there. I probably looked dumbfounded as I processed how rude that was. The conversation moved on to shipping it, asking after the phone arrives, can I bring it back to help with the transfer? Sarah says you can take it anywhere you want. Another confusing look on my face, I'm sure, as that's all she had to say about that. Sarah then asked my mom about purchasing accessories, and I politely said no, thank you we'llget those later. With a very rude tone, she replies, oooohhhkkk. I turn around to hide my frustration, and my mother then asks, What does it break down into with payments? Responded with, you can read it in the fine print after we are done. By then, I assume she just hates her job. Things are wrapping up, and as my mother puts in her card information, Sarah leans in to say you're going to regret getting the Samsung. I couldn't believe her. I looked at her and said no, she will not regret anything, and though baffled, I was not surprised she came back with, yes she is! I don't want to argue i said we all have our opinion, and you shouldn't make my mom second guess herself because you're trying to make yourself a better sale. In the end, my mother may have ordered the phone, but I will continue to try and get my mom switched to literally any other company. That line of business it should not be that grueling to answer any questions directly, put in a little effort to find the phone the costumers want, and to not pester anyone for any reason with a...