Laura Braile-Huss15 days agoFrom
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.
Mita Love Cruz15 days agoFrom
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!
Jen Chen15 days agoFrom
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.
