T-Mobile

I’ve been a T-​Mobile customer for over 10 years and never had a problem with customer service, equipment or line. I have 2 phone lines and upgraded both phones, the sales rep told me that if I did the jump program I was going to receive credit for the phones, she checked my old phones and said they both were good, they didn’t have the new phone on stock so I had to wait about 3−4weeks to receive it, long story short we sent the 2 old phones and now they don’t want to give me the credit we agreed on at the beginning bc they say my phone is damage so T-​Mobile sent me an email to come to the store to fix the problem, when I went to the store the manager on duty Krystal said there was nothing she could do and that she will put a note in the acct saying that we came to the store, I was already mad that T-​Mobile had me going back and forth on this issue so I told her no that if they can call customer service (which they’ve always done) and Krystal said no she can’t do that, so I said ok I’ll call here I the store and if they refer me to the store that I will have her talk, she agreed to that but then when I asked her to notate on my acct that I came to the store she said no bc «she is not gonna work twice on the same issue». … Which I thought was very unprofessional and not needed… she then walked off and left me talking on my own… again very rude and unprofessional… and I’m still on the phone with customer service trying to solve on my own the issue this store created… I’ve never had problems with customer service from this store, They’ve always been very helpful but I don’t know why their customer service has gone down, I’m very disappointed and upset, they have always offer to call customer service and always been able to work together to solve any issues I’ve had. There are good workers in there that know how to treat a customer, I for sure will not be coming back here if I see the same manager on duty.

Went Into the T-​Mobile store & had the greatest experience with Daysha. She was very knowledgeable and helpful. Her customer service skills are impeccable. I would recommend her to anyone. 10 stars!!!

Come Visit our location we have great representative waiting to help you and take care of your needs. We have fresh faces and new promotions.

It’s really sad when you go to one t-​mobile store and then have to go to another one because you were so disappointed with the service from the first one. Well that’s what happened to me yesterday. First of all, you can walk into this location, yes, you will get greeted, but you will not be approached. I heard a «hello, I can help you», but I was confused as to where the voice came from, I probably looked like a lost squirrel. After finally seeing where that voice came from, there was an employee who was on hold with someone sitting behind a computer screen. That clearly should have not been the way to greet a customer that came in from the pouring rain. So my boyfriend and I walked over to get some questions answered. I talked to her about my situation and how I was misinformed of what information I needed in order to be reimbursed for switching from one wireless network (need not be named) to T-​Mobile. She had no say of how that employee should have gone through the steps clearly and thoroughly stated everything I would need. She then says that I might not be able to do what I needed to online and would have to mail it out because my 60 days is up. Well move on to the next T-​Mobile store we decided to go to after getting the information I needed from my old wireless network, they greeted with sincerity in helping with the situation. Not only did this wonderful employee do what she could to help, she was even able to get a 30 day extension since I wasn’t notified of the incorrect information I had.
2^nd part) my boyfriend had been having a charging issue with his phone and that the cord was sensitive when it would charge. We didn’t know if it was the cord or the phone. So starting off at this location, the lady stated that they couldn’t get a new phone for him since it can still «technically» charge his phone. And if she did send it in, their store would get fined because it can be charged. Did she look at the phone? No. Did she look at the charger? No. She just sat on her butt and did absolutely nothing but print a few pages out and wrote a few things on a piece of paper. When we were at the 2^nd location (in El Segundo btw), the employee checked to see if they had an extra cord after testing his phone on a different cord that was kind of beat up, as she put it. Even that cord worked fine. So we left that location after it was crazy pouring cats and dogs with a new (not brand new) cord and smiles on our faces. Glad to say I will not be going back to this particular location when I can just drive another couple miles down to El Segundo.

My experience at this store is always AMAZING!!! Miriam, is extremely helpful and patient she really went above and beyond to help me. She is the reason that I’ll keep on making my drive to this store. I would recommend her to anyone thinking about switching to T-​Mobile or anyone who already has T-​Mobile and is just looking for a better in store experience!

It all started out as a Horrible experience with T-​Mobile. I placed an order for a Iphone 6s Rose Gold 64 gb online and with calling customer service. My Card was charged, so I expected my phone in the mail for a new account the next day via Next day Air and UPS lost it. After a few days i noticed my phone hadn’t come and I made a report but dealing with the phone customer service was very difficult as i had to speak to at least 3 – 7 people each time i called to explain my situation. I was finally able to talk to someone who filed a claim for my lost phone and to place an order again. I opted to just purchase a new phone again and just wait for the refund of the old phone after the holidays as that was my only thing i felt would accommodate me. But somehow my order got lost in the system my card was never charged and my order never placed. And another week had passed. At this point i just wanted to cancel my service all together. No T-​mobile store where i live in West LA had the phone i wanted and i just so happened to be in the LAX area and went to a random store (LAX Tmobile Location) to just check if they had it and Johnathan (at LAX Store) Was so incredibly helpful. Excellent customer service, so informed on the policies of T mobile and patient in explaining my options. His store had the phone i wanted but while there i decided to get a higher memory phone and he called local stores for me until he found the Rosecrans store had it. He even took the time to and explained in detail to Adriana (at Rosecrans store) my situation and made sure when i arrived there i’d be able to just make a fast purchase and be out. Adriana was so nice, helpful and very knowledgeable. I was even able to contact her at the store later to assist me when i got home to be able to transfer my old number to my new phone. There were some complications with my Old carrier in transferring my service and she patiently waited on the phone with them until it was done. Overall Both of these people Made my Tmobile experience Super EXCELLENT!!! Thanks so Much Johnathan & Adriana. I really hope The rest of my service is this Good.

My experience here was amazing. I came here on Thursday to pay off my bill and asked Andy if I could get an IPad Air 2 since I had the line for it but wasn’t using it. He went to check if he had any in stock and unfortunately he didn’t. He asked me to come back on Friday (the following day) because they were getting their shipment in and along with that, I was going to get a FREE tablet (because of a promotion they were going to start).
I went back yesterday and he right away came to me and told me that he was going to go get the iPad for me while he was finishing up with a customer.
As soon as he was done with the customer we began my transaction. While finishing up it figures that I was over my EIP plan and that it wouldn’t let me get the IPad with $ 0 down, I had to pay over $ 400. He wasn’t happy about it so he went ahead and called customer service and they double my EIP plan, so as soon as he finished with that call he went «yessss». He was more excited than I was, but I applaud him for giving me an OUTSTANDING customer service. We need more people like him. He made my day, I walked out with the iPad and a free tablet and a smile.
Thank you Andy! These 5 stars are for you!

The only two amazing people here are Itzell and Tiara. Employee Andy charged me $ 400 to add two iPhones to my plan. I was under the impression that concluded my transaction because my mother asked was that it (the phone was for her) and he said YES but I would have to come in the following Monday to pick up the 2 other iPhones (I was adding one and upgrading one) because they were not yet in stock. Tiara helped my mom set up her new iPhone and we were on our way. Sounds good, right? WRONG!!! I got there on Monday only to find out that I owed $ 568 more which I had not been notified of beforehand. Andy told me the $ 400 I had already paid was only for ONE iPhone and the activation for the two new lines. Only thing is, my mother, the other employee Tiara, and I were all under the impression that we were done paying since he only told me I would have to come in and pick up the other iPhones while failing to mention another payment.
My mom came back Monday night, without me, only to be ignored by manager Joseph. I had to go in to the store to find out what the problem was and why we were not helped accordingly. Itzell then explained the entire fee and what the lack of information was about — she was awesome! Joseph tried to convince me that it was a miscommunication. There was no miscommunication, I was never told about an extra fee. How is there a miscommunication when another employee also thought I was done paying fees? No, you were just trying to play me! Then, manager Joseph asked me about Tiara and said he heard we were friends. He told me that he was contacting her to see what really happened. As if she had anything to do with it! All she did was activate a phone! She doesn’t even work with customers. Both her and Itzell did an amazing job. I applaud you both on great customer service and knowing that the customer is always right.
Great job Andy and Joseph! — NOT!!! «The customer is always right» definitely did not apply here I’m guessing? Don’t worry, I called T-Mobile’s corporate office and filed a complaint. You will be hearing more about this. And as a manager, Joseph, I expect more of you. It is totally unprofessional and unacceptable to ignore a customer.

I would say I had a pleasant experience. Daysha was an awesome associate, she was very attentive, experienced and made sure that I received the best plan to fit my budget. She had excellent customer service.
As far as the store customer service as a whole, it would be nice if the associates were trained to inform the customer of all the services that each plan offers. This would be very helpful especially to new customers. I am assuming that since it’s a busy store this factor can fall through the cracks.
Overall, I would definitely refer my friends and family to Daysha anytime.

bad customer service! wont be back. will be canceling my service with this company.

Josh was such a great help ! Great customer service and got the job done within minutes ! Very funny sense of humor and really knows what he’s talking about ! Gave great input and great suggestions. Definitely will come back to see josh ! And maybe even transfer from Verizon to here ! All thanks to josh ! Keep up the good work josh and continue to do great work ! We need more workers like you that make customers happy !

Worst experience in the world I was there two weeks ago to try out T-​Mobile service since I wanted to switch from AT&T
Nanapong assisted me in my purchasing process which she explained to me there was a 14 day return policy on anything there and there’s restocking fee would be 50 bucks
I was taking a trip to San Francisco I thought this would be a great idea to test out the network so I purchase the iPhone 6 Plus and headed to San Francisco
After returning from my trip I found that T-​Mobile doesn’t really for much of the California state and wanted to return it and possibly try a new network to see if I can get a lower cost per month
When I went to return the phone Nanapong was there and I happily walk to him to tell him about my experience
After telling them I needed to return the phone he started the process and guess what fee started piling on he wasn’t able to initially return my phone for $ 50 there was a $ 14 activation fee on top of it
I expressed to him that’s not what you mentioned when I signed up and I would’ve been OK with a run around with somebody else but since you signed me up and your hair returning me think should be what you said they were
After must discussion he figured out away magically to return it then went to get my receipt
When he came back he let me know that he can not stop my service and that I need to call this one 800-​number to stop my T-​Mobile service what are you talking about I’m in a T-​Mobile store how can you not stop it when I’m here to do my own return!
And to make matters worse he said that the 13 days that I have the product under the 14 day return policy I needed to pay for the services I used to explain to them that’s not what you said at all and to make matters worse is the second time that you pull the crap on me
I shook his hand and said you’re a nice guy but you need to stop lying to your customers and proceeded to walk away
Let me make a side note that one of his managers was behind them the whole time and never interjected to try to remedy the situation though I caught one of his employees line twice
These guys are truly scumbags and will remind you of a dirty used car salesman stay away from this place whether or whether not you want to actually purchase a t mobile device

I come here because it’s walking distance from my house, so making payments would seem easy. I’ve been making payments using the machines (which I miss so much). Since they took out the machines I always have to sign-​in and wait a really long time. Their is always an employee that looks at me waiting with my arms crossed and says,“sorry for the wait, we are short staffed.” That’s fine if you’re short staffed but every time I come in, they always seem to be short staffed; at least for the last 3 months… That’s not a valid excuse anymore. I’m not talking about a 10 – 15 minute wait I’m talking about a 30 – 45 minute wait. They should have a dedicated register just for making payments. I know it’s not the staff’s fault and I don’t blame them. This would fall onto the managers and corporate (T-​Mobile). This isn’t enough for me to switch companies, but I’m considering having to drive to another store to make payments. I’ll gladly reconsider my review, if and when, this store improves.
Pros:
Two cute employees named Tatiana and Itzell. +1 Star
Clean store. +1 star
Cons:
Long waits –1 star
Excuses for bad service. –1 star
Wrote this whole review and still haven’t got service (37minutes waiting) –1star

Had an amazing experience at T-​Mobile! My wife and mother in law needed new phones. Eric was great with his knowledge and customer service. He got us a couple iPhone 6 and even a tablet! I would strongly suggest this store! I would for sure come back to see Eric! Thanks T-​Mobile and Eric!

Poor service! I initially came in with the intent of purchasing an iPhone 6. Eric B. helped me and I believed he did an OK job at answering all of my questions, along with informing of upcoming tablet promotions (which I did place on hold). I left this day because I had not yet decided on what I wanted. The next day I returned for the iPhone and changed my mind on «purchasing» the «free» tablet. I explained that I did not need the tablet because I had one and since I’d be paying for it monthly it makes no sense. Eric explained it was free as long as I paid the down payment and $ 10 monthly which would be credited back each month. Never did he mention the additional $ 10 for data plan. I have WiFi at home along with hotspot for on the go purposes. It was after I’d already paid for everything I’d purchased, that I overheard another sales rep correctly explain the promotion. One of the managers (a fair skin, pretty young lady with curly hair) further explained everything to me and convinced me I’d be saving money on my future bills and fixed the situation along with my mood. I left with OK attitude. I then drove off realizing I hadn’t got a receipt nor did I sign anything beside the payment signature on keypad. So I came back for it still in a good mood. I was not greeted when they saw me coming bavk with the bag (as if they thought I was coming to return everything when all I wanted was my receipt). So I waited there patiently until noticed, got the receipt and was on my way out. As I was walking out, this same friendly manager called my name and ran toward me with a genuine apology of what happened and the experience I received. I left happy and her service was more than acceptional. Then I reached home to notice that Eric nor the guy who was helping him assist me (so that Eric could get to the next client), did not activate the iPhone 6. So I call and a young lady answered the phone and told me that they could not activate the phone and I should call 1800.tmobile. So I did so. The rep on the phone said it should have been done in store. I’m very displeased as I too manage a retail store and know the way the customer should be treated. With Stop, Drop, Service as the client IS the business. Hopefully they will get it together soon. Though the manager was very helpful!

Not so good customer service. I got a JUMP upgrade from the iPhone 5c to the 64gb iPhone 6 and the sales rep gave me the 16gb iPhone 6 instead. When I went in the following day to get the right phone, the sales representatives did not treat me as a priority.

Always get good service here. Great customer service and great deals. I like everything at this shop except the guys in pink t-​shirts.

Great customer service came here after going to the T-​Mobile on Hawthorne and El Segundo and getting pretty much kicked out… Miriam was so helpful and patient she definitely made my experience with T-​Mobile a lot better although it’s far from my house i still prefer this location because all the employees look happy to be at work

Wow !!! Horrible customer service I walked in expecting to get help instead I hear how many customers she had seen today with the security and if the female manager was there she wouldn’t seen as many crazyyyyy… And when she finally decides to put attention she gives me an attitude and sure enough did not help me, so I needed up talking to a manager which he decides to explain a bit more but sends me back to the previous tmobile store I had visited in June to get my problem fix!!! Ridiculous so I walk out of there with a jacked up phone and no one can help at the end of the day I have to call customer service to get it resolve. Don’t understand why have branches just to do sales and collect $$$ I guess but when it comes to getting help then you get send to a machine.
I’ve said enough bad customer service from t-​mobile all around 360 turn store, branch, customer care and all staff

The customer service representative Merida was great. She was very knowledgeable. She asked what I was looking for and what plan and company I am already with, i explained to her all that and she showed me my options and that there is no overage anytime. I like that.
The problem I had was running my credit and having an inquiry on my credit, plush she said if i do not purchase today she will have to run my credit again if I return. I also had a problem paying monthly installment for a cell phone for 2 to 3 years. They say no contract but that’s a contract in a way. If you decide you do not want to be with this company or get another phone you have to pay off the phone and that’s like paying early termination fee.
I am still interested in what she said and I need to cut the umbilical cord with the company I been with since 1998 due to overage charges and no sort of loyal customer discount.
And nowadays in order to get a phone I see you have to purchase the phone or pay monthly installments with your montly payment.