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February 2024 by Deep Singh
customer service horrible
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January 2024 by Larry G.
Being a T-Mobile customer for nearly 10 years, I was deeply disappointed with this store and decided to switch to other carriers. I purchased a new phone from the store, and after 4 months, while charging my phone as usual, the USB C port overheated and malfunctioned. Seeking a resolution under the one-year warranty, I visited the store where the assistant manager denied my request. Instead, he insisted I either buy another phone or find a different working phone for a trade-in. When I inquired about the manufacturer's warranty, I was informed that since the phone was bought from T-Mobile, they were handling the warranty. Despite initial assurance from customer service that the phone should be covered by the warranty, the store manager denied it. Finally a rep. suggestion to purchase insurance and replace the phone through that route. I realized that would be a fraud and finally chose to forgo my 4-month-old phone and switched my family plan to another network. Unlocking my son's phone proved to be a nightmare. Despite the phone being purchased from Samsung for T-Mobile, I received conflicting advice from various techs, including working with Verizon, Costco, and Samsung. A final attempt at the store, as suggested by the fourth tech, was unsuccessful. After an unproductive conversation with the fifth tech, I decided to escalate the matter to T-Mobile's CEO. Fortunately, Mike was very kind and had his team unlock my son's phone. His staff also directed me to the proper place for the warranty work. The entire ordeal could have been avoided if the store had simply advised me to contact the phone's manufacturer.
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January 2024 by Thomas R
OMG THEE WORST, WASNT GREETED OR ACKNOWLEDGED WAS DUMB AS DIRT DID NOT KNOW HOW TO DO ANYTHING ON MY NEW PHONE, LAUGHED AND JOKED AND CONVERSED WITH PEOPLE INSTEAD OF HELPING OTHERS LITERALLY WAS UNDER KNOLEDGED IN ALL DEPARTMENTS ESPECIALLY CUSTOMER CARE LAZY SLOW AND JUST PLAIN STUPID NO ONE WAS RUNNING IT ONLY A BLACK GUY WHO HAD NO ANSWERS NO KNOWLEDGE OR CUSTOMER SKILLS!!!! NEVER EVER EVER GO TO BONNEY LAKE TMOBILE IF YOU WANT HELP OR NEED "ANYTHING"!!!! YOU WILL BE VERY VERY DISSAPOINTED AND ANGRY!! I THOUGHT ABOUT JUMPING OVER TO VERIZON BECAUSE OF THESE ASSCLOWNS!!!! I DO NOT RECOMEND!FOR ANYTHING.
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January 2024 by Brian Kelley
Management didn't want to deal with me with a simple cracked screen claim. Wanted me to call a phone number when there are 3 employees sitting around and a manager. POOR CUSTOMER SERVICE POOR MANAGEMENT
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January 2024 by Kara Lamkin
DO NOT GO TO THIS LOCATION!!! A MAN SIGNED US UP FOR A PLAN STATING IT WOULD BE 130 A MONTH AND WE HAVE BEEN FIGHTING WITH TMOBILE EVER SINCE. THE FIRST MONTH IT WAS 200 AND NOW 180. THEY WILL LIE TO YOU JUST TO GET THEIR COMMISSION.
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January 2024 by Jim Bouchard
Quick service. Solved my issue
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December 2023 by Sheri Dotson Parker
Its ok.
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November 2023 by Mary Dutton
Horrible customer service, came here to upgrade my sons phone and waited for awhile. No one was in the store and wasn’t even acknowledged. Finally I was rudely greeted. Employee acted like I was an inconvenience and so I decided to take my chances at another store. They didn’t even offer us any promotions. Went to sumner and they gave me a great trade in promotion.
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October 2023 by Madison Hall
The two women working tonight in store refused to help me 20 minutes before closing since they didn’t want to re-open the safe. They also insulted me in front of my children when I let them know I would take my business elsewhere. I would not ever recommend this location to a friend or family member.
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October 2023 by DONNA FRISCH
Matthew has been great for us in every aspect of our change over to T-Mobile. He is excellentVery disappointed, however, with Nina as she lacks people skills and patience. We are, after all, the customers.
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August 2023 by John D.
If I was able to give 0 stars I would. The worst customer service I've ever had! 8/5/2023 was the day I was there and there was two workers. One was busy with a customer and the other wasn't but seemed upset or irritated. Thumbs down. Highly recommend not doing business with this location. Hopefully the worker/boss sees this!
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August 2023 by Joe Cacioppo
Worked for a few hours with Nina to get 3 new lines and 2 new watches and transfer from. ATT. She was so smart and knowledgeable and everything went through so quickly. Make sure you ask for her if you come in to Tmobile. We were completely activated with all data transferred in just a few hours, and we both took advantage of t mobiles deals to get basically free phones and free watches and to lower our monthly bill too! And internet for $30/mo. Come in to T mobile, ask for Nina, and check it out! Great experience with her and definitely worth your time!
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July 2023 by Samantha M.
whatever you do avoid the Bonney Lake store at whatever costs. go to Sumner or better yet the South Hill store. I've never gotten poor service from either of those. But the Bonney Lake store.... WORST SERVICE EVER. my elderly mother dropped her phone in the sink and instead of showing her how to dry it out, insisted on "upgrading" her service and sent her home with devices she had no idea how to use but failed to retrieve any data for her " new" phone. She's been in the middle of several critical transactions with repairmen and contractors. all lost. when i went back to the store with her we were talked down to like we were idiots and shown " this is how you reset the password for google" none of her texts were retrieved. or contacts the 800 number said we could link the old phone the new to transfer. BL office smirked at us and refused to try insisting it was already wiped. RUde. Disrespectful. worst experience with any business in YEARS.
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July 2023 by andy devivo
I recently decided to take advantage of T-Mobile's Test Drive program, hoping to assess the network service before fully committing. Unfortunately, the experience was far from satisfactory.The service was plagued with intermittent interruptions and noticeably poor coverage, leading to my decision to return the equipment within the specified return period. What was supposed to be a straightforward process has since spiraled into a frustrating ordeal.Following the return, I've continuously been billed for a service I'm no longer using. Even after reaching out to their customer service, the issue remains unresolved. Their team has shown an alarming lack of ability or willingness to correct these errors, causing needless stress and a financial burden.This ordeal with T-Mobile has been an unwelcome surprise, particularly given their established presence in the telecom industry. I was expecting professional and efficient service but have instead faced a lackluster network and questionable customer support. I'm sharing my experience in hopes that potential customers might be better informed before they decide to sign up for any T-Mobile services.Regrettably, based on this experience, I cannot recommend T-Mobile's Test Drive, let alone their regular services, to anyone looking for reliable coverage and competent customer service.
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July 2023 by Qui C
I had an amazing experience today at this location, I was helped by Jerry and he was nice, kind, and promptly acknowledged me when I first arrived in the store which doesn’t happen at all T-Mobile locations. I noticed throughout getting my problem resolved he always greeted other customers as well as they walked in letting them know they would be helped soon, he was great at providing customer service to not only the person he was working with but to other customers that came in. Jerry, made sure to go the extra mile with fixing my problem, along with having funny banter and extraordinary customer service. I hope that jerry will be able to teach other associates to be like him, because he was great and provided amazing customer service . My problem was fixed within 15 minutes of being in the store. I saw that Calvin also provided great service support to someone who was disabled and I thought that was amazing too. Hats off to these two because they work hard at what they do, and they do a great job doing it! Thanks guys
