Ive been in 3 different times in the past week (nothing wrong, just to get new devices and to take care of upgrades), and the guys here have been NOTHING shy of PHENOMENAL. When we used to be at Verizon, there were long wait lines, hidden fees, and poor customer service. We have never experienced that at T-Mobile. They are definitely pro-customers, and they always take the best care of us. Our family is a little complicated with one currently deployed, but they always put the work in to help us and keep us updated. So grateful for them, specifically Miguel, Troy, and Charlie! They have been the three to help us each time and I honestly wouldnt know what we would do without them! Thank you again!

I switched from Verizon bc they offered a cheap plan & I was the first business account we have had nothing but issues for over a year now. No service anywhere we go. Calls are always dropping, Ive lost business do to this issue. Everytime we go to complain we are always told they are working on the towers... Same excuse everytime & im basically over it. We was lied to from the start! Worst service EVER!!!!

After 1 1/2 hours of being waiting on to trade in phones we finally took old phones and walked!! These employees are incompetent!

It was a waste of time....we needed a new free Sim card for my moms phone is all. We had to come back in 45 min and then wait to be told her phone couldnt get the Sim card because of where she lives?? That doesnt make any sense. If you have a phone with your company you should just be able to get the Sim card and move on. You wasted our day after driving over half an hour then to wait 45 min then come back to be told that. Not going to recommend your service

Everyone at this location is helpful, eager to assist, and very nice. I recently switched four lines from another service provider over to T-Mobile and was helped by Shelby, Charlie, Brian, and one other employee that I cannot remember the name of! Apologies! Why did I speak with 4 different people at one location? Well, because I went in to initially get a first impression and look around. I then went in again to discuss the options available to me. After those two feeling out visits I went back to make the switch and yes, it takes awhile to do 4 different lines and number ports, etc., however I was never once rushed or made to feel like I was taking up their time. Every employee was super nice, if and when I interacted with them. My only two visits to the store after setting everything up was to purchase phone protectors for two of the phones and another trip to correct a billing issue, and yes anytime you set up a lot of lines and change a lot of stuff over, there might be something on your bill you either dont understand or need to have adjusted. Charles (Charlie) helped me do this and couldnt have been more professional and polite the entire time. Again, its not a 30 second visit, it does take a few minutes to make changes, and I was treated like a valued customer the whole time. Thank you to the entire crew at the Jefferson Avenue location! I appreciate all of you very much and look forward to dropping by in the future.

Not the best experience at this T-Mobile/Sprint store.I also agree with Ashlee C and her review from a year ago below.

I wont lie and say every trip has been pleasant, most of the time I was sent in with wrong info from a phone support agent. Having gone to the one by cicis and been yelled at for no reason. This one is the only tmobile store to visit around. Kind courteous employees who listen to you instead of dismissing you instantly and raising their voice when you try to calmly explain. They work with you to fix your issues and help you with whatever your facing. I cannot recommend this location enough. Most companies like to tout the whole your family line B.S. But this one here, they make you feel like you belong.

Excellent customer service! A big 10+.Very helpful. Took time to explain and help me set up my devices.

My husband and I have had T-Mobile for 18 years. He recently passed away and I had to go into the store. Tanner was so patient and answered all of my questions. He helped me change the account into my name and even got my bill cheaper with a new tablet as well. I would recommend T-Mobile to anybody. I get the same amount of service for a lesser price so why not. The staff are always friendly and will do anything to help. They genuinely care about their customers. I cannot say enough good things about Tanner and the T-Mobile store here in Cookeville.

Told us to call 611 for help getting a screen replacement. 611 states we have to go to store. Thats just poor customer service considering we drove from Crossville.

Charlie and Isaac are a credit to T Mobile. I sincerely appreciate the service my husband and I recieved this evening. So glad they talked us into making the switch T Mobile.

Worst place ever go in to pay off phone and store manager threw us out of the store and would not help us I would advise everyone to avoid this place along with T-mobile totally horrible experience

I have been trying to get a billing issue resolved for the past 6 weeks. I was told that It could not be done over the phone and it had to handled in person at the store. I drove to Cookeville and was told that an email would have to be sent to the regional director. I have now received two bills that are incorrectly charging me and still have no resolution. They are of course done on direct billing to my credit card. This is why I am always reluctant to do auto payment, because it is impossible to get a credit back. I understand things are a bit difficult right now, but a simple billing issue really should be taking this long to get sorted out. I purchased a new phone for my son. I was assured by opening a new line and also turning in his older phone my bill would only increase by $10 a month. Well it increased by a whole lot more than that..... I called and spoke with a very nice gal at T-mobile but she told me since it was a store error it would have to be fixed by the store. I have been into the store twice.... still not corrected. I am tired of the run around fix it or I am gonna drop my service. Seriously lousy service all around!

We were promised that a particular phone could be transferred to my account by adding a line and keeping the number and phone. This promise was made by Sprint Customer service, which I was on the phone with for an hour and a half. So with that guarantee we drive from Crossville to Cookeville (over 30 mins one way) and proceed to tell the lady behind the counter all the details. She got on the phone and got to work on our request with positive results up until about us being there almost an hour and them telling her after she had already ported the number and canceled the other account that the phone we wanted to add wasn’t compatible. 🙄. Knowing how frustrated we were and were only prepared to pay the $10 towards the new SIM card, Emalee (the lady behind the counter) got on the phone with corporate, worked out some kinks and we left with a phone, the number we wanted and very satisfied despite the 5 hours, including drive time back and forth, we spent on this one task that should have been easy.Thanks to Emalee and her awesome customer service skills and problem solving skills, we didn’t leave mad and unsatisfied with the encounter. Just the opposite. Thank you Emalee for your patience and tremendous help with our situation. You, T-Mobile should give her a raise and a promotion.

So I haven’t had my iPhone 7 very long and out of no where it went out of service and said I couldn’t update and I couldn’t receive calls/text or make calls.Walked into T-mobile and my guy Tanner took over and not only did he fix my phone and get me back online but he also helped me change my password.I don’t know who is boss is but I believe he needs to be a boss alongside of you.I know if I need more help I hope when I come back my guy Tanner will help me.You made my day and I thank you very much!!!!!!!

Charlie is amazing!!!! He made sure everything was good to go on all devices!! He is the man to see hands down!!!

Charlie is really helpful and what he tells you is what will happen

Excellent customer service. I switched to T mobile after some bad experiences with Verizon. My plan is actually cheaper now per month, and the people who work at this store are much more professional than the Verizon employees, who seem to be poorly trained.

Tmobile store in Cookeville Tennessee has an amazing staff. Very friendly with excellent service. Charlie got all my music back on my phone for me after a Samsung update erased it all. Thank you Charlie.

I switched from Sprint to T-Mobile a few weeks ago and I couldn’t be more pleased with the overall experience! Tanner was awesome and made the switch super simple and easy! I highly recommend this store to anyone who is thinking about switching. The staff was very nice and knowledgeable!

They are very nice to deal with. Got my phone and two weeks later got a virus. They were very helpful when I called them. Had to go to Cookeville to get it cleaned up. Fernando and Charlie were both very helpful. The other staff was very nice also. I believe that from seeing the other reviews they are really working to make the store better. Thanks to all at T-Mobil Cookeville!

Excellent customer service from Alejandro E. He Made our trip to T mobile worth the drive. He was courteous, Respectful and had a terrific sense of humor. Great asset to your company...

Switched from Verizon to T Mobile better plan and lower bill and they were helpful every step of the way even have us text number so we could ask questions and everything went great!Edit: its been a few months weve been with T-Mobile. Im not going to change the star rating, and honestly T-Mobile hires some fantastic talent and people, unfortunately none of them can change how T-Mobile operates as a business. All the people who work for the company that Ive spoken with or interacted with are awesome and genuinely seem to care and want to do good business. I am not happy with the companys policy as a mobile service provider to cut off your phone service on the 8th day after your payment is due and immediately charge substantial reconnection fees on every device you have (we have several) with absolutely no flexibility at all. Its happened to us twice so far and weve paid over half of our bill two times because we have not gotten onto the app to make the payment in time. The company could afford a little flexibility or more notice that your bill is coming.Guys, Ive got several bills due every few weeks, sorry I might forget on one or two, or juggle or procrastinate, but the penalty for forgetting T-Mobile is very substantial and quite punishing in the pocket if you are a heavy mobile user with multiple devices.Verizon was always very flexible when it came to bills and dates and they were generally more friendly, forgiving and flexible about due dates and payments. They definitely seemed to understand that life happens.That absolutely has not happened with T-Mobile. I have paid the bill 2 hours after service had been shut off, as soon as I got to a computer, and immediately I had to pay double what my payment would have been 2 hours earlier. They did not offer to take off the penalty, even though I contacted them as soon as I found out. No flexibility, and it leaves a bad impression.There are opportunities for improvement, but T-Mobile does do several things right and you get a lot of great service and benefit going with their mobile plans. Their music binge service is fantastic, service is good in populated areas, I just wish they could help make their customers lives a little easier when it came to forgetting a bill.

The staff that work there have no idea what they are doing and the manager there is very rude. Service isn’t anything like what it is advertised. I didn’t get the promo for my phone like the manager told me I would. He was also very slow and looked like he could have been under the influence of something. If I could give this place zero stars I would.

Don’t waste your time or money the service is not good and the employees attitudes stink.

The Retail Associate Manager is very misleading, as is T-Mobile in general with their coverage area. Coverage was a concern of mine, and I was repeatedly reassured by the Manager of the Cookeville store that I would have good to excellent coverage in multiple specific areas. This was not the case. I took photos of the coverage area T-Mobile promised at certain locations and the actual coverage I received (with an iPhone X). In areas T-Mobile said I should have 3-4 bars of service, I have none to 1 bar. I cancelled service, returned to Verizon, and went back to the T-Mobile store for a refund. I was refunded the taxes I paid on a device, but not for SIM cards. I was told this could not be done. So it was a very expensive test of very poor cell service. I highly advise against switching service to T-Mobile. Unlimited data is only useful if you can actually access it. I also would even more strongly advise against the Cookeville T-Mobile store. Associates give very misleading information about service quality. Customer service certainly does not seem to be a priority.

I have never in my life felt so disrespected and belittled than I have at this store and with the entire company. Oh and bonus points because the service is actually terrible. I drop calls in the middle of cookeville. People have to text me and then I have to call them. It has been an overall terrible experience and I would not wish dealing with these people or this company on my worst enemy. I hope corporate sees this review and feels free to reach out and contact me about their store and their entire company!

I dread everytime I have to go into this store. Their customer service and attitudes are horrible. If I would have known what I know now I would have kept my high dollar cell phone service elsewhere. I miss the old Cookeville T Mobile years ago that always took care of their customers and never made them feel like a burden.

Everytime I go in most of your staff Is great! Or if I call for a question they seem very knowledgeable! Glad I left my previous carrier!

Awesome service, staff, and products. Tanner and Drew were extremely helpful and knowledgeable getting me setup with service when I made the switch from Verizon.

Very poor management. I got charged for $75 on an account that I never set up. Ive never had problems with T-Mobile until I went to the Cookeville store.

If you want reliable coverage outside of town, go somewhere else. Hours spent with technical support, money lost, lesson learned! Also within 14 days of their guarantee but still no refund.

We changed our service in July from Sprint to Tmobile. We live in Cumberland County in the country & we were not getting any cell service. Our daughter had Tmobile and was getting service at our house. I was disabled at the time & my husband took care of changing service at the Cookeville Tmobile office. While I set in a wheelchair talking to Casey the District manager. We were there about 1.5 hours. When we got in the car I ask what was our monthly bill. He said well they didnt say. We paid $247.00 received 2 Samsung 10e phones, covers, charger that you set your phones on, a device in the truck for wifi & also detects problems in your vehicle. Our payment was automatically taken out in August $263.00. I threw a fit. I called the 800# for why our bill was this much. We were only paying $163 to Sprint & that included 1 phone we were paying for. Without the phone payment it would be $100 a month. The customer service beat around the bush, no explanation. I request her supervisor. She was the same & called the Tmobile office three way call to resolve the situation. I retold them that no one explained the charges or what our monthly bill would be to my husband. They told me we only paid taxes that day. And we were paying monthly payments on everything received that day. I was told Casey would call. She did several weeks later. Ive returned her call twice. Nothing back. Our next bill is $231.00. This is ridiculous!!!!! So if you go here make sure you KNOW what they are selling you, what your monthly bill is, etc. Because they lack accountability & integrity at Tmonile in Cookeville Tn.

Costumer service was fantasticTanner Greene was quick and so nice answered all our questions...

They have no clue what they are doing are not helpful at all and tell you to call tech support and they are absolutely useless. Would not recommend this company at all.

New store in Cookeville, and I am so glad. Previously I would have to go about 1.5 hours to find a store. Really nice store and great staff person I delt with.

Great customer service, very professional. Great attitude

Charlie at T-Mobile was assome and very happy with the service

The service was the best I ever experienced anywhere else, & not to mention you got the best phones & deals in the world

Went in on 11/17/2018 and started a family plan 4 lines. Went in on 11/23/2018 to see about putting phones on the other lines because we only done one phone first. Then found out that the prices changed went up. But the lady never told us that when we left that the prices very its not based on the person, so that would of made are decision different if we would of know this. But the lady at T mobile never gave us the chance just wanted to get us on a plan

Staff is very rude and combative. Every question was answered with attitude. Puck kids on staff. Sorry I inconvenienced you to do your JOB~!!

Wonderful Place, they do their best to assist you!!!

Staff is very courteous and helpful!

Drew is great!

Friendly service