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September 2023 by Tree A
I really like how this store operates. Quick in and out both times I needed to replace a screen protector.
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September 2023 by T.J. Smith
store policy seems to be we cant , every time i go in there i am turned away from service one lame excuse or another.
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August 2023 by Madison B.
Stay away unless you want to commit to them forever or go through the worst cancellation process ever. We had their 5G wifi which was fabulous, but need to cancel it. I called the store and was told I couldn't cancel the wifi there... so odd because that's where we bought it. Then I was on hold for 30 minutes, and spoke to a man who barely spoke English. He told us to go to the store where we were told they couldn't help. Still need to figure out a solution, but STAY AWAY! The employees here seem angry to be working and tired. I would be too if I worked for a company that didn't train me and had ridiculous policies!
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June 2023 by Laura Braile-Huss
We were very disappointed in the service we received at the Ellensburg TMobile store. My husband's phone isn't charging properly. It is still under warranty. The customer service agent in-store was not helpful at all. She said that we purchased our phone in 2021 and it was no longer under warranty. When in fact we had purchased it outright in Nov 2022 and it was still under warranty. I had a copy of the receipt and my TMobile account showing the purchase. She rudely explained that because she couldn't see it in her system, she couldn't help us. We purchased the phone at a corporate store and we tried to get help from the Ellensburg store, which is also a corporate store. She refused to contact anyone on our behalf and instead suggested that we just buy a new phone. We now have to go back to the original store which is two hours away. Very disappointed in her attitude and the utter lack of customer service.
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June 2023 by Mita Love Cruz
The gal helping us was amazing (I think her name was Natalya)! She really knew her stuff and every single employee came to her to ask for help, she seemed to be helping train at least 3 of the other 6 employees and helped them problem solve all of their things all while helping us with a difficult upgrade. She was patient, kind, able to multitask, was helpful and all over a fantastic employee. She made what could have been a frustrating situation calm and easy. She deserves a raise! She made the entire trip a breeze and was so thoughtful and sweet. Thank you! If every employee was like her the world would be a better place!
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June 2023 by Jamey Pitts
In October of 2020, I signed up for a plan to have telephone service in Saudi Arabia, where I have been living and working for the last 2.5 years. Two weeks after I arrived in this country, a T-Mobile representative called me to tell me that extended service would not be available in this country, and that my service was being cancelled. They continued to bill me after they cancelled my service. Two years ago, I was finally able to get T-Mobile to stop the billing and refund my money. Last week, I got a letter from a collection agency for an outstanding T-Mobile bill of more than 700 dollars. This is all for a service that only worked as promised for two weeks and had been cancelled by the company. This was after they admitted their mistake and refunded my money. Best case scenario, they are incompetent. Worst case scenario, they are crooked.
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May 2023 by Andrew Shoemaker
Probably the worst customer service experience I’ve ever had in my life. I’ve been a Sprint customer for over 10 years. I purchased an Apple Watch from the T-Mobile store in Yakima because this location did not have it in stock when I came in last week. The watch I received would not connect to the cellular plan I purchased for it and I had spent over 5 hours throughout the week on the phone or via chat with T mobile tech support/customer service and no one could help fix the issue with the watch (partly, because the only customer service call center I was ever connected to was in Manila, where their job is more placating and less troubleshooting). After hours of trying to get my new device to work I finally gave up calling and decided I would go into the store to see if they could help. The woman who I ended up getting stuck with was immediately standoffish and pouty, as if having to look up from her phone and do the job she gets paid to do was somehow the greatest inconvenience of her day. From the start, she was perfectly unhelpful, often uttering “nothing I can do” and “my hands are tied” before even truly understanding the issue at hand. She could not even be bothered to pull up my account until I suggested it may be helpful for her to do so. She asked for my phone number twice, mucked around on the watch for maybe a minute, and then proclaimed that she had been there for a whopping 3 years and had never seen this problem, and the only thing she could see is that the device was purchased two years ago (??) as to imply that I must be making up the situation. This attitude filled incompetence continued for a while longer till I finally got so frustrated with the current situation and the headache leading up to it, that I decided I just wanted to return the device. Both Sprint and T-Mobile corporate policy state online that any device purchased in a store may be returned at any store location. The lady scoffed when I declared I wanted to return the device and when I mentioned what the corporate policy states this is when it went from pretty unprofessional to wildly unprofessional. I asked for her business card or her name and she started walking backwards, puffing up, exclaiming she didn’t have to give me her name, and moving her arms and body in the same aggressive manner that you would expect from a high school bully trying to start a fight. It was absolutely ridiculous. I walked out and immediately drove to the Verizon store to rid myself of T-Mobiles abhorrent customer service. Good riddance.
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May 2023 by Performance & customs
My wife's phone got ran over yesterday and she was all frantic since she's new to the area and the rest of our family is still over here on the west side. We found this store in town and Meagan was amazing at helping her get the new phone and getting it all set back up . Thank you
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May 2023 by Miriam Nolan
Yesterday I had dropped my phone and before I noticed a car had run it over and smashed it im new to this area and my family is on the west side so my phone is my life line GPS and all I was a mess Meagan was amazing made the worst situation into a better situation after getting false information from tmobile customer care she was able to hook me up with a new phone use my broken phone as a trade in make me laugh during the process and get me set up with my new phone and transfer all my stuff over thank you so much you made my day end on a great note ?
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February 2023 by James Jennings
Rude and shouted at for opening a phone box. Not recommended. still purchased the phone but customer service is really bad.
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November 2022 by Mark Somerville
Staff is always polite and helpful. A+++++
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November 2022 by Ken S
They fixed my problem right away I hope.
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September 2022 by Jen Chen
I received an excellent service from one of the rep, Uriah, today and yesterday. I went in when it was almost closing time last night wanting to activate a new line. He was really professional and knowledgeable about the service they have. He was really patient and very clear at explaining the plan. Very efficient and know what he is doing. I went in today again to have him check whether my old phone is compatible with T-mobile sim card. He sacrificed his lunch time to help me out and again, excellent customer service and answered all my questions. All other reps in there were really helpful and polite as well. I would recommend to anyone who need a new phone service to go to them.
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August 2022 by Tracy Van Lone
Sent away by the customer service rep when I came to get my T-Mobile phone claim fulfilled there, per T-mobile Corp's emailed instructions. The customer service rep said the instructions from T-Mobile were incorrect - the Ellensburg store does not fulfill claims. I will try at a Seattle corporate store tomorrow and update this post with that experience.
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July 2022 by Sheryl Clarke
Very good customer service even though the place was packed.
