T-Mobile Authorized Retailer

Chris Wells

2024-04

Over the past five years, my wife and I have purchased several iPhones and Apple Watches at this store. We have been helped by several employees, all of whom were very courteous and helpful. They have set up our new devices and answered our questions. There are usually two or more staff at the store at any time, and the wait times, if any, are not very long. It is not the closest store to our house, but we continue to use its services because of our good experience there.

Jordan Wentz

2023-12

Anyone looking to switch to T-Mobile, COME TO THIS LOCATION. Natalie was so incredibly helpful and is impressively knowledgeable. I was completely set up with my new plan in less than 30 minutes. She goes above and beyond with customer service and making sure her customers understand what they are purchasing. All staff at this location are so friendly; I just had the pleasure of working with Natalie to set up my new phone. I will be a lifelong customer!!!

Meg Costa

2024-02

Matthew P. was amazing in helping my husband and me get set up with our new phones as we switched from our old carrier. He made it quick and easy. If we ever need support in the future, we'll be seeking him out again.

Dustin Hash

2024-02

This has by far been the worst phone service I have had. The customer service is even worse. I have never left a review before in my life but my experience has been horrible. 2 years ago changed to t mobile to try and save a few bucks. Under to the notion that it was a contract free service that they were advertizing. As soon as I got home I noticed I didn't have service at my house 1 block away from the store. Called customer service to see why can't make calls at my house or the stores by my house. I was told the tower in my area was down and would be operational by the end of the month and to just write down grocery list on paper as a solution to not being able to call my wife from the grocery store. I could not get work calls and have been counting the days to get payed up with the phones we got. ( because they my not have a contract but they don't tell you the phones are basically locking you into a contract till they are paid off) It has now been 2 years and still have no service and no tower in our area. We finally got so tired of not having service we switched back to Verizon which costs exactly the same but actually works. Then after canceling I called to try to pay the remaining balance on my account to be done which should have been 260. just to find out they only cancelled 2 lines and suspended 3 instead of canceling them all like I requested, and was assured had been done. Now they are still are trying to charge me 400+ more for lines that should of already be canceled since Dec 30th. I called customer care to try to make this right they recognized that we should not be charged for a new billing cycle due to the stores error and instructed me to go to the store because they were the only ones that could fix the problem we immediately went to the store to get it streightened out and the store rep told us we needed to call customer care and come back a different day. So basically we are getting the run around from both customer care and the store reps saying it is up to the other to make it right. I just want to pay what i rightfully owe and be done with this company. Worst experience of my life.

Cara Mertz

2023-10

Spent an hour and a half with my 2 year old in this store trying to use the Jump service to upgrade my phone that broke. Employees were disinterested in helping and I felt like a burden when asking for basic things like where are the cases for my new phone. Long story short they weren’t able to do a Jump because their system wasn’t working. They referred me to the store down the road. When I asked if they could call ahead to have what I was purchasing ready (I only had 45 more minutes until I had to pick up my other kids at this point) they wouldn’t do it. A waste of my day and no customer service. I left Verizon 10 years ago for this sort of customer service. This store is a bad representation of T-Mobile.They also had lack of knowledge of things like how to get the best deal. My phone had $300 left to pay on it. I would also have to pay a $35 activation fee and taxes on a new phone. But jump only cost $100 (damage on my old phone) plus taxes. They didn’t even offer me jump as an option. I had to probe for answers to see what the best options.

Lauren Smith

2023-08

Complete incompetence here. I came in with 30 minutes to spare for a SIM card. After 20 minutes of the staff not knowing how to activate it properly I asked for an non-active SIM. It took them 10 more minutes of fumbling around before they tried to charge me $35 for an unactivated SIM with no plan. Then during the payment they took another 5 minutes because they couldn't figure out how to initiate the transaction.Maybe the manager should require their employees to be more competent instead of bilingual in the hiring phase.

Jessica Day

2024-01

Worste customer service I have ever experienced, matter of fact so bad I felt compelled to leave a review which I have never done before in my life, there was one employee helping someone and another just sitting down doing nothing I wasn’t told they will be right with me or anything I just stood there confused and not knowing what to do so my husband and I just left and had to go down the street to a different t mobile so that I could get a new phone

M A

2024-01

Diego and Will were extremely helpful and very nice. I appreciate you both!! Great team over there

Gray Whitney

2023-12

Alex was wonderful! I had kind of a headache of an issue but she was extremely helpful and assisted me with my abnormal phone problem.Thank you Alex and team!

Bob Thilmont

2023-05

We bought 3 new iPhone 14s two days ago. My wife’s phone has not held charge since got it. We came back yesterday and we were informed to take it to Best Buy for diagnostics. Best Buy did the diagnostic but couldn’t find anything wrong though they said that it was not changing and that we should go back to the store. We return to the store only to be told that to exchange the phone we have to pay a $70 restocking fee!Not good customer support!

Alex Davis

2023-09

T-Mobile, you connectivity magician, you! My relationship with you is stronger than my Wi-Fi signal ever was. Your customer service is so stellar, I'm convinced you've secretly hired a team of tech-savvy unicorns. Whenever I call, it's like a comedy show with a side of troubleshooting – I half expect a clown car to roll up and a tech guru to emerge with a bouquet of signal bars. And those data plans? They're like the golden ticket to the internet chocolate factory. I'm pretty sure my phone's screen brightness increases whenever I enter a T-Mobile store. T-Mobile, you've won my heart, emojis, and GIFs – consider me your loyal data-dazzled disciple!" 📱

Jeffrey Ikari

2023-05

Their store manager Jacob helped me and it was by far one of the best customer sevice experiences ever. I ordered a new iPhone and he helped explain how shipping worked and details on the phone I was purchasing. Not to mention my phone got here far in advance than when expected!

Sarah Hixson

2023-05

There's not much to say as we are helping our daughter who is leaving for a different company, but the gentlemen that helped my daughter was pretty aggressively rude at first and then calmed down and was helpful. If we weren't there to Mama and Papa bear, I'm pretty sure this would have been a horrible review.

Arnold Robinson

2023-06

Went in with a new phone today at 11am to get help switching the sim card. The guy working had zero interest in helping me. He told me to do it myself at home.

S P

2020-05

Well I pretty much spent the whole afternoon at T-Mobile to no fault of their own. It was because I had locked down my credit reporting agency accounts so well and didn’t remember that I done this to this extent. Long story short, what should’ve only probably taken an hour took almost 3 hours. I can tell you the customer service was outstanding. The technician who helped me was Crya. She had the patience of Job. She was so knowledgeable and so kind and she really went above and beyond to help me. I also had my dog in the car and she told me that he was welcome to come in and of course the two of them bonded ❤️ but I just want to thank you. I’m a new customer and even though there was a hitch in the beginning which was my fault, I am very glad I made the switch.Well done Cyra!

Dylan Flaitz

2020-05

I had a great experience with this location last week and just joined T-mobile for the first time. Kat was awesome at explaining everything to us, was very informative, and very patient during the busy onslaught of customers they were getting that day. After visiting 2 other competing companies beforehand and getting really bad information and lackluster service, I decided to see what this cell phone provider was about and give them a chance to see what promotions they had to offer. Kat won us over as brand new customers because of her obvious knowledge and experience. She earned our trust by being sincere, thorough in her answers, and overall just pleasant through the entire process. She should be recognized for her calm demeanor and patient handling of a busy crowd of customers. I was most impressed by that. Thanks again Kat!

kat hitchcock

2022-05

Let me start with my positive comments. Had it not been for Jacob and more importantly, Natalie during my in-store visit a few days ago, I may have cancelled my 20+ year account with TMobile. A couple of days prior, I had called customer service to cancel my 84yo Mom's tmobile account. She suffers from dementia and a blood-born cancer which is taking a toll on both her mental and physical well-being. During that phone call, Customer Service informed me that the only way to handle this required a visit to a physical location. They further instructed to take along two forms of my mother's ID. On the phone they understood that the only time she leaves home now is for doctors' appointments. I was clear on their requirements and proceeded accordingly.I went into the location at Council Tree Ave here in Ft. Collins, CO. At first, they told me the information I had received from the customer service rep on the phone prior was incorrect. They were determined to help though and got Customer Service (again) on the phone. After the first rep was unable (unwilling?) to help I asked to be connected with a supervisor, which was even more frustrating than the initial rep. This supervisor, Jennifer (rep id #1049955) was borderline insulting no matter the "sing-song" repetitive delivery of the corporate mantra she seemingly learned from a script. NOTE TO CORPORATE: Saying the words "I want to fix this for you" means you FIX the problem instead of repeating you want to "however, you are unable to".I wasn't charging anything to my mother's account. I simply wanted to close her account and save her the $50 that was being deducted from her bank account every month. No contract to cancel, no phone to pay off, simply cancel her line as her health necessitated it.I was upset. I did not curse. I did not raise my voice. I have to reluctantly admit that I got teary-eyed and emotional, well, because being the caregiver to someone you love while she declines is emotional. Corporate customer service was ineffective, cold-hearted, and often rude and condescending in tone. Had Natalie not taken the matter into her own hands and YES cancelled my mother's account by getting the proper person on the phone and following with a few strokes on her keypad, I would have cancelled my own account.So mad props to both Natalie and Jacob for exhibiting true humanity even in a corporate setting. And Jennifer (rep # 1049955) take note. You could learn a ton from these two. Thanks, again, Jacob and Natalie. Your professionalism and more importantly, your understanding and willingness to "fix" the issue meant more than you could ever know.

Ezra Elliott

2021-05

I interacted with Elias, Analeece, and Tristan when I came to visit this T-Mobile location today and all of them are absolutely great people! Elias was the associate I specifically was working with to get my new device up and running and he is very helpful and communicative. I appreciate it to no end when sales associates can be themselves and not try and push people just to earn a commission. I would not recommend any other location over the Harmony and Ziegler one. Thank you Elias! 😎

Cynthia Carosella

2022-05

Even with T-Mobile’s temporary 4G tower at 1800 E. Harmony Rd. that was installed March 11, 2022, I still receive only 1 bar of service, as I have for 2.5 years, at my home in Southeast Fort Collins which is one block from this T-Mobile store. It wasn’t until recently that this store had more than 1bar of service. T-Mobile and Sprint have been lying to us for years about better signal strength being “just a couple months away” and then filled with excuses when not delivered. I’ve been paying $310 per month for 3 lines of service and 3 leased iPhones that are useless without WiFi. Most disconcerting is T-Mobile’s tech support and customer service reps that currently when reached by phone will insist that their coverage maps and instrumentation indicate a very strong 4G/5G signal in SE Fort Collins, even specifically at my address and that it’s not possible for a city the size of Fort Collins to have only a weak signal! How can there be such an enormous disconnect between their readings and actual on-the-ground weak signal strength?This week I read Jacy Marmaduke’s excellent investigative article in the 02/10/22 Coloradoan, “Residents wonder: Why is Fort Collins cell service so bad? Here's what can be done about it,” to a T-Mobile senior engineer over the phone after all his adjustments made no difference, but the call dropped before I finished and he did not call me back.T-Mobile/Sprint continue to downplay the significance of not providing thousands of customers with a critical basic cell phone signal, yet they continue to charge us the same rates as customers elsewhere who receive a strong signal.Aaron Miller, I’m not interested in your standard reply. You have continued to deviously sell phones and lines of service to customers who will not know until they arrive home if the cell phone signal they had 20 years ago was stronger than their current 1or 2 bars. I want to know when you are going to work with T-Mobile and stand up for your customers in this area who individually not only deserve thousands of dollars of refunds for years of undelivered cell phone service but also heavily discounted monthly cell phone service rates going forward until T-Mobile delivers 4 bars of service on all of their customers’ phones.

Michael Edwards

2021-05

Liam Gilligan assisted me during my recent visit to T-mobile. I found Liam friendly, helpful, and professional. He answered all questions completely and explained the nuances of my new phone. He is an excellent example of T-mobile's commitment to quality and customer service. My experience was very pleasant. Thank you.

Jason Faris

2021-05

I have been a customer with T-Mobile for over ten years. My experience in general has been good, except for this latest visit to this store location. After receiving no help at a different T-Mobile store down the street (the manager could not figure out how to transfer an existing AT&T account to T-Mobile), we went to this location. At first, everything seemed to be going smooth and easy until the very end when the employee discovered that the existing cell phone from AT&T was still locked. I would think he should have checked that right off the bat vs. waiting until the end, no? In addition, they discarded the old SIM card so the phone now has no service and AT&T is giving us the run-around with getting the phone unlocked because we are no longer their customer. I have no idea how we will resolve this issue. We now have a useless cell phone that exists between two worlds of poor customer service.

Colin Arp

2015-05

My family and I have been with Verizon for about 15 years and never really had too much of a problem with the service of Verizon, but dealing with them can be frustrating and you have to pay a hefty price for the only marginally better service. We switched to T-Mobile to try and save some money. We have 5 lines that we needed to transfer, and Ryan was very, very helpful and made sure that we got the best deal we could and we left happy. I would recommend the people at the location, but I have only had my phone for about 5 hours now, so I can't comment on T-Mobile, but I just wanted to make sure the guys down there, especially Ryan get a shout out for their hard work! After we pay off our phones we will have saved about $110 a month.

Jessica Williams

2022-05

Vic or Victor at Council Tree, provided us the BEST customer service experience of my life. He was funny, helpful and extremely knowledgeable. We really appreciate all he did for us. We will be back to specifically speak to him about our next upgrade. Thank you Vic for the laughs and service. T-Mobile, y'all got yourselves a great employee.

Steve Holwegner

2017-05

The store manager (Matt) was extremely rude. I have had nothing but good experiences with T-Mobile's customer service, and eventually another employee (Luis) ended up working with us and very quickly resolved our issue. However, after the way Matt handled things, it really felt like he had a personal problem with us. He went as far as cutting us off mid-sentence and saying nothing could be done. It wasn't until we specifically waited until Matt wasn't there that the issue was resolved. It seems to me that the store manager should be the face of the company, and hold customer service in high regard. In this case, we seemed to be an annoying inconvenience. To sum it up, if you need help, wait for Luis... or anyone else I suppose.

Christine Sexton

2021-05

Thank you Jacob!!!! My friend bought a new phone from Target from Consumer Cellar and we needed a case and glass for the new phone. Jacob was wonderful to us helped us get the new phone up and running and put the glass on it and case. I also have a sprint phone and he helped me change my sim card to a T mobile card. Jacob went above and beyond helping us. Thank you so very much!!!

Ron Nunya

2015-05

Service with T-mobile is NOT as good as Verizon when it comes to roaming and the zero service between Wellington and Cheyenne, WY. With that said this review is on the store, NOT SERVICE. Switched from Verizon to T-mobile and this location made it very simple. Bought new Galaxy 4 which had some serious issues within 3 days, took phone back and it was promptly replaced. Unlike Verizon, who will do anything to avoid giving you a new phone, this store immediately decided replacement was the best medicine. My wife's windows phone she bought was experiencing issues because she ported her number from an I-phone. Brought the phone in 2 weeks after purchase to resolve issue and Davis Dong spent almost an hour trying to fix her lack of text messaging. If you quit an I-phone without signing off of iMessage, you will suffer tremendous frustration! Davis took the time and resolved the issue, he went out of his way to be sure it was fixed before we left the store. Overall, service with T-moble kinda sucks. You have to pick, fair pricing with no overages and no contract or dang near perfect service with Verizon and about twice as high bills every month. I cut my phone bill in half and it's worth getting a couple dead spots, who (personal use) needs to be reached every single moment? PS. 4G is WAY faster in Fort Collins with T-mobile than it ever was with Verizon, just spotty dead zones. I love saying, "oops, i missed your call because there was no service". It's nice to disconnect for a minute or two.

Erika Collins

2020-05

Niles & Tyler were not only incredibly helpful, but they were patient and kind. We put in an order for an iPhone XS when we were in the store and somehow it didn't go through on the website, so they went out of their way and drove all the way to another store to find me one so that I'll have it for my event this weekend. They made it an exceptional experience, I can't say thank you enough!!!

Ben Trout

2017-05

If I could give T-mobile a review it would be a one star. I was on the SCORE! plan, but they switched my plan without notifying me that it invalidated my SCORE! rewards. I was on track to get nothing from T-mobile if it wasn't for one employee at this store. He bent over backwards to fight on my behalf and ended up getting me much more back than I could have hoped for. Luis was incredibly helpful. I hope there manager recognizes his efforts to go above and beyond.

Jeanne Brien

2017-05

Lauren and Davis provided excellent customer service as soon as the store opened 070916. I left happy, with a new phone and with everything transferred from the old really non-functional phone in just over 30 minutes. I never felt rushed, stupid or like I was a bother. The other T-Mobile stores in Ft Collins, could learn from this one and these employees. Thank you so much for turning what I thought would be an ordeal into a pleasant experience.

M B

2022-05

Incompetent on the phone. I called asking about switching from our old Sprint account to T-Mobile and adding 2 additional lines and the customer service was clear they did not want to deal with us coming into the store to make the transition. I was told to call the "Migration team" and they would take care of everything from there.