T-Mobile

By far the WORST T-​Mobile store on island. Been to this location a hand full of times and every single time, they were extremely rude and not able to help, at all. Save yourself the hassle and go to a different location. These people discriminate, totally rude to my sister and I. When my sister changed her mind on a screen protector, the worker gave us ATTITUDE AND WAS QUESTIONING US. And then when we were walking out, they were mocking us and making snide remarks. NEVER, EVER AGAIN!

I will agree to the past reviews mentioned, customer service in this store does need some work. When I first walked into the store I was greeted with open arms. they all in harmony sang «hi welcome to T-Mobile!»…yet my complaint about this is even with this wonderful welcoming… it took maybe 2 – 3 minutes for someone to actually talk to me about my visit. Granted, the store was slightly busy, but I couldn’t help but notice a manager (I would assume since he was hovering over some representative with his phone) just stare at me like I wasn’t suppose to be in there. But that’s pretty pish posh compared to other services I got else-​where. I think what really bothers me about it is from the moment I walked in the door I felt welcomed. Then in a matter of minutes felt unwanted by a blank stare to the face. I would recommend being a little more attentive t-​mobile. But anyways, i was finally addressed after an awkward stare down by this tiny spunky girl named Gina. She’s a pretty upbeat girl you can’t miss her. She approaches me and warmingly asks what brings me into the store today. Off the bat i didn’t know if that was her putting up this act or was this really how she treats her customers. But working with her further she definitely is all around a loving individual. Further more, I explained my situation with my current carrier and told her I’m not ready to switch just yet. Just gathering information for me and family of 5. In most cases in a field of sales, if you don’t plan on buying or doing business with the person/​company, there immediate reaction is to brush you off and move on to the next potential client. Not Gina. She brought me over to her computer and and ran some numbers for me. Told me about current offers going on and gave me a good insight on how my life could be with T-​Mobile. Keep in mind, I have been with Verizon for 7 years now, and I’m no fan of change. But she explained the process of switching over and almost made it sound too good to be true. Which in my case is a good thing. The easier the better. Afterwards, she walked me over to the phones. She explained the whole no contract, monthly payments thing T-​Mobile has going on. It was easy for me to interpret what she wanted to get across where as in the past, I would be dragged around in circles. After the presentation of the phones she mentioned a credit check. I politely declined and told her I don’t want to commit just yet and she understood. Gave me her card with her name on it and stars. (which if you ever work with her, you can even tell how she presents her personality threw her business card which I chuckled about.) the visit all together took about a total of 20 – 30 minutes. I would have to say, the biggest thing that stood out the most with this representative is how she wasn’t trying to sell me on anything. Which I enjoyed. Though I understand being in this line of work that is what you need to do to maintain business, but she didn’t need to. She sold T-​Mobile threw her presence and her level of knowledge for this company, which is hard to find now and days in representatives all over the world. Definitely not knocking off all the other reps in the store, let alone in any other location. Just my experience with her personally was definitely one to Unilocal about.
Anyways, I’m rating this location 4 out of 5 stars strictly based on the service Gina has provided for me. She has a great personality and is very relatable to her customers. I will be going to her at the end of February when my contract is up to work with her again. I highly recommend her service.

Don’t even waste your time coming here. The only good worker here is Logan.
I recently got my wife an iPhone 6 and it was acting up (wasn’t charging). Got the phone at a kiosk at the NEX. Us thinking, T-​mobile is T-​mobile wherever you go, so we stopped by this store to see if they can serve us some wonderful customer service. Mr. Logan says the phone is within the time frame to do a straight up trade, all we had to do was go home, get the receipt, come back and do a switcharoo. No problem. But, we decided to take our time, go have lunch, do something else, then go home for the receipt.
We come back to the store with receipt in hand, turns out, another associate says we can’t do a straight up trade because we got the phone from a third party. Now, I have no clue what goes on in the retail field. but, shouldn’t that be one of the first questions you ask a customer in this type of situation? «Where did you get the phone from?» SIMPLE RIGHT?
What makes it even more unprofessional, is that the young lady went to double check with her boss who was right there behind a desk, she asks him and he replies to her «What do you think?» as if it’s a rhetorical question. It doesn’t hurt to double check with the bossman. Bossman, you gotta show some respect to your associates. This location needs to shape up.
Save your time and go somewhere else.
Mahalo

Very piss poor customer service here. I have been into this location many times in the past. Tonight takes the cake and I wasn’t even there. We recently got the Galaxy Note 4. My gf and I love them, but she has been experiencing some problems with calls dropping in the middle of a conversation, not being able to send or receive text messages, or she gets a message that she cannot make calls because the phone is not on wifi.
She goes to this store tonight, granted it was right before closing, she didn’t get a name, but the guy that helped her and I use that term loosely basically told her to call customer service or go back to the original store we got the phones from and exchange it because we are within the 14 day return window. She ask if they had one available there and he told her they didn’t and they weren’t getting anymore at al.
Never offered to even look at the phone or try to troubleshoot the problem. Just basically told her I don’t want to help you Ms. Customer. Like I said, I have been in this store on several occasions before and the customer service here sucked everytime. I’m not sure what they teach their staff, but they need to re-​evaluate and either retrain or fire and hire new people. She also asked if she could speak with a manager. He told her the manager already left a few hours ago. Now, that maybe true, but shouldn’t there be a assistant manager or at the very least a team leader of some sort when closing the store.
Call me crazy, but you are a csr– customer service representative and your job whether you like it or not is to service the customer, even if it means you gotta stay late. I work in the industry and nothing pisses me off. more than to hear or see someone in that position neglect the customer. I may not like all of my customers, but I will service them to the best of my abilities cause quite frankly… my paycheck is dependant on that customer.
Anyway, I will be calling tomorrow to speak with a manager and I will also be calling tmobile customer service to express my dissatisfaction. We always get good service at the Kunia and Kapolei locations, never gonna set foot back in the Pearlridge store.