Had to come in for the sprint migration because I’m dumb and messed it up. They were SO nice and did everything for me, as well as took my old phone so I didn’t have to mail it.

When in for upgrade and to change a few things and the service was top notch with all my question being answers...

This location was able to do what others had not been able to accomplish.We were switching from Sprint to T-Mobile. Not just updating our SIMs, but doing a full switch over. Even the staff at this location had to jump through some hoops to get it accomplished, but in the end we walked out Happy.This is a busy location and they were still able to accommodate us.I give the Staff and Location a 5 star rating because they put the effort in to get it done.I am not the easiest person to please. I demand professionalism and competence. The staff at this location delivered on both.

Excellent experience, incredibly friendly and helpful employees

Very friendly and transaction ended ok. However, they entered a “delayed trade-in” instead of instant and then held the trade-in for almost 3 weeks which delayed my credit. I specifically went to the store and paid the “upgrade fee” to avoid this. It took a few calls to the store and T-Mobile corporate to figure out what happened.EDIT: Email was sent directly to store with no response for 3 weeks (until I posted this review).EDIT2: Email was sent again 2 weeks ago and no response again.

I came to this store at least five times within about a month. FIRST issue was to have my number ported from Sprint to T-Mobile and no one at this store knew what to do. They called another store twice to see if they can do the job and they couldnt do it. I called customer service just as much times as I came to this store, waiting in their two hour queue times, and finally ONE person can do their job. SECOND issue my number is ported but they also ported a wrong number to my phone (a family member). I came to this store expecting a new sim card would work. They telling me it wouldnt work and tried to troubleshoot it. Called customer service expecting the wait, they couldnt fix it. Next day, called customer service and tells me a new sim card should work (REALLY?). Went back to the store and WHAT A WASTE OF MY TIME. Im apparently a T-Mobile expert.

Excellent service and easy to talk to the employees. Willing to help even if youre not purchasing a phone.

I wish I could rate in negative stars. T-Mobile and Sprint are all one company now. Sprint technical support directed me to THIS VERY STORE to get my loaner phone activated. Skyler, the manager, said that it was against company policy for them to activate Sprint phones! He suggested I go with T-Mobile instead!!!!!!!!!

I went in this week as I had a problem loading my email account in my new Google Pixel 3a. Austin and Zach were tremendous help to me as they determined the issue I was having and installed my email account. They were quite pleasant to visit with and made me feel great about T-Mobile and the excellent service they provided. Thank you so much!

I left the review below a year ago. Now I wanted to leave another great review but I cant figure out how, so I am just editing this one. Obviously my technical skills are lacking, so thank you so much to Zach at West Towne for spending the time to help me switch from my old phone to a better one that a friend gave me. Zach was so great!There was a glitch in my husbands phone and he was not able to set up voicemail. Many weeks ago, we stopped in at the University Avenue store and the workers could not figure it out and just gave up and said it must be something with the phone. But that made no sense. Today, we stopped at the store in West Towne Mall and the manager, Victor Cosme, was great. He spent a lot of time working on the problem, including having to call someone, and that did the trick. We were very appreciative that he didnt just give up. We had purchased the phone from T-Mobile initially, but we were not making any additional purchases today. Victor just did his best to help us as a service to us as T-Mobile customers. Kudos to Victor.

Attentive service knowledgeable staff. Good selection of accessories.

Terribly people work here they ignore customers are aways on their phones and are loud to the point you can hear them anywhere in the mall

Went to a different t mobile and got the wrong phone . The west town t mobile was the only t mobile in Madison that had the iPhone X left and held it for me till I could get there ! Victor waived my restocking fee since I was told the wrong thing at a different store about the iPhone xr. He was very helpful and kind and I super appreciate his help with fixing the iPhone mix up for me ! Thanks again victor I am very grateful !

Great company! Great CEO the plans are unbeatable if you need the latest and greatest smartphones this would be the place and not only that! There the ones who are going to introduce 5G

I went there along with my friend to get a new phone. The guy was quite friendly when we asked about the price and everything, almost thought of purchasing it but then, suddenly his behavior changed as soon as we changed our minds. He had my ID and he flicked it off instead of handing it over to me. I was totally in shock. He doesnt have any manners nor good customer service skills. I would suggest not to visit there. I have visited Tmobile store multiple times but this guy lacks the qualities of salesmanship and mannerism as well.

Went to the store to get a nano SIM card for a new phone. It was at no charge. They also downloaded the program to have all my contacts and photos transferred over. Friendly, and helpful staff.

DISCLAIMER: I am writing this review only for THIS location, NOT T-Mobile as a company.I have to give a shout out to Nathen, the store manager. I was in a dispute with T-mobile for a week going back and forth with customer support. Customer support was absolutely awful and kept telling me different things. After reaching out to Nathen, he spent hours out of his day to talk with corporate to fix all the issues I was having. He not only made sure I got the best customer service, he took responsibility for an employee who is no longer there, and who was not under him. He also spent time out of his day on three way calls with myself and call centers to ensure that everything was getting straightened out. Nathen is the prime example of a Manager, he understood the frustration I was feeling and made sure to follow through till the end to make sure a resolution was resolved.Thank you Nathen for all the work you did, I cannot thank you enough.

No customer service, whatsoever. I went in there looking to upgrade my phone and the guy who was working there did not even greet us! The store was completely empty and he was sitting by the window on his phone. He didnt introduce himself or even talked to us. He didnt put his phone down when we were there and didnt even get up. What a lazy guy! Ill be purchasing a phone online instead.

Service was horrible. The woman who works there was more interested in talking to his friend than talking to me. As I walked in the store there was no greetings or any proper manner. And when I decided to not do a purchase yet she said probably the fastest have a good night I have ever heard in my life. I am not hating or complaining and I think a bad shop assistant does not necessarily mean that this company is bad. But if your employee is more interested in talking to her friend and does not even try to show a tiny bit of interest in your business, then dont expect customers would just take her bs attitude and use your service. If anyone wants to use T-mobile service at least dont go to this store. All I want to say is that this T-Mobile needs to be more cautious and rigorous about whom they hire.

Excellent service. Quick and knowledgeable.

Tried to buy some food in the mall and they couldn’t break a $100. Stopped in T-Mobile to ask if they could make change for me and the Mexican dude was a giant a hole . Gave attitude and demanded who sent me in there to get change. Then went over to the store I was trying to get food from and yelled about sending people Into his store. Jeez no wonder I’m the only person that had stepped foot in t mobile all day that guys attitude is terrible his name starts with a F literally and figuratively

For me the service was great. Went in to transfer my service from a sim to a mini sim. Only the store manager there but she explained how the transfer worked and was very quick, I was in and out of the store in probably 5 minutes. I very much appreciate it.

I wanted to purchase the Magenta 55 plan for two phones as seen on the web. The. clerk insisted he didn’t know about that plan and wanted to sell me one for $120.00 a month. There was even an advertisement in the store for $90 . a month but didn’t mention it. I left without getting the plan the web says is available.

I came here from iowa my service provider was i wireless. They informed me i could switch to t-mobile without having to buy a new phone. I went to the west towne mall location where i was promptly greeted by ricardo and rebecca who were in the process of closing the store for the evening. The process was ridiculously lengthy due to a long wait time with my current provider. Finally after almost a hour of waiting on the phone to get the info needed to provide ricardo and rebecca so they could finish the process of starting my account with tmobile, they hooked me up with a new phone and even spent time showing me the features and benifits. It was after 10pm and they still had not finished closing we were there so late i was locked in the mall and had to find another employee to let me out. Customer service is a rough job in a world world where the customer is the difference of you keeping your job or not. And i have to say ricardo and rebecca went above and beyond the call of duty, and their work ethic exceeds thair talent. I will deffinetly be returning to see these two for all my mobile phone needs. Outstanding customer service

I had stepped in here to try and start a phone plan, and there were three girls working. The two at the counter were talking about there personal lives in front of me, taking personal phone calls instead of helping me, and overal being very unprofessional. Checking there face books, Instagram, act. The girl who helped me had to keep calling corporate because she wouldnt remember to ask questions when she called originally, thus making me wait a very long time. I walked out without a phone or plan.Very dissorganized store.

Always ready to help me with any of my problems.

Very helpful and sweet.

Great service, helpful people

Terrible services. I walked in to replace my micro-sim card. That guy just gave me a new card without activating it, or telling me that I need to activate it.

Great service