T-Mobile

Walking into the store we were physically blocked by a sales associate from entering further until we answered his questions. Okay, annoying. I already knew what I was looking for and knew exactly where it was — yet the associate kept trying to sell me something completely different (I NEEDED a waterproof case, even though they’re expensive). My friend expressed interest in upgrading her phone and the associate completely ignored that potential sale by trying to sell her a phone case/​charger. Wouldn’t give her any information about upgrading, but kept trying to sell her a 30 $ case of something she expressed she Did Not want. Again, annoying — and from a sales standpoint, doesn’t make sense. We clearly knew what we wanted but these associates are trained like dogs to sell specific items regardless of what you need…

Aziel was helpful, friendly and very thorough, explained evrything to me, these things confused me sometime, help me open up a line for my dad which is really happy with his new service and phone and my payments are a lot cheaper now, recommed this location to others!!!

Ray was very helpful tonight! I’d recommend coming to this T-​Mobile. He helped me set up my closed account and getting me my same number. I’m happy to be back to T-​Mobile.

I was just reading the reviews for this location, thankfully I did not read them before I went in. I am not sure who the negative Unilocalers got but I do not think they had Richard. Richard is great, all around his knowledge and customer service is excellent. If you are going to this location ask for Richard, you will not be disappointed.

Terrible customer service, Donovan refused a return without explaining why. Avoid this store.

Extremely poor customer service in this store. I have 7 lines with T-​mobile and have been a customer for over 15 years and have never encountered such bad attitude and sheer incompetence in a T-​mobile store.
I walked in earlier today trying to replace a micro-​sim card that was no longer working and asked someone who was not doing anything if they could help me. She said she would help me in a minute and proceeded to join her colleague in assisting another customer on questions about a sale out on the floor for 20 minutes. With people waiting, why does one customer need two people helping them? They were far more interested in obtaining a sale than helping an existing customer.
The store manager, Lisbeth, finally came out saw what I was asking for, and was even more useless in helping me who was waiting at the register, preferring to deal with customers who were looking to buy a phone on the floor.
After waiting for nearly 40 minutes total, I finally got someone to help me replace the SIM card. At that point, they erroneously tried to charge me $ 15 for a replacement SIM until I explained to them that switching from an older version SIM to a newer one did not require a fee and they didn’t charge me in the end when they realized they didn’t know their own policy.
I know they were just trying to do their job and reach sales goals but they need to balance that out with helping existing customers. Little did they know that they missed out on 3 easy activations and 3 new phone purchases as I’m planning to move some other lines from AT&T over to T-​mobile next month. For that, I’m going over to the store on Lake to make sure the Colorado store does not get credit for that sale.

It takes more than 30 minutes just to buy a temporal SIM card for my mom, who’s traveling here. I believe they should be more efficient.

Got my kids new iPhones at this store. No hassles, no contracts, $ 100 per month for up to four lines! Awesome. Great customer service.

The people who give this place anything more than a 1 star is clearly getting paid. This is by far the worst experience Ive ever had to deal with.
Where to begin, I went in to get my iPhone 6 (october) and I got it, took a while but that was to be expected no problem. I took the phone home and got a call from tmobiles fraud department saying that they sold me the wrong phone and that the phone would be terminated within a week if I dont return it to the store. The man on the phone told me that the tmobile has already been alerted and that they will promptly give me a new iPhone and get me in and out quickly.
When I arrived of course they had no idea what I was talking about, fast forward 4 hours later and 20 tons of paper work I get my iPhone 6 and walk out of the store (store is now closed) for about 30 seconds to call my girlfriend and tell her I am on my way home. WAIT my phone doesnt work… they left my sim card in the other iPhone that I returned… Easy fix right? just bang on the door and ask them to get the sim card. NOPE
The tmobile staff called mall security on me, and when security arrived I told them the problem and that I needed my sim card, the guard then started calling the store to try them to return my card (remember I cant call myself, I dont have a sim card) and after 20 minutes of back and fourth, one of the staff members, not even a manager hands me my sim card, and I ask him, «what the hell am I suppose to do with this, put it in my phone,» and with a confused look on his face did and my phone was finally operational.
Total time sunk between 1^st visit, conversation on the phone, and 2^nd visit, security guard, and finally getting my phone working 8 hours…
NOW, my girlfriend just got her iPhone 6 upgrade today from a tmobile in orange county, it took 10 mins from opening the box to walking out of the store. I get that there was an initial rush and lines were longer in the beginning but there should not be a difference between 8 hours of agonizing waiting. I am writing 6 months after the fact and I am still angry, this establishment needs to be shut down. I never received anything for my troubles.
DO NOT COME HERE for any reason, its worth traveling ANY AMOUNT of time shy of 8 hours to a better tmobile. If youre looking for the most incompetent staff and headache inducing experience of your life, youve come to the right place. EFF YOU TMOBILE

I’ve visited this store because it is the closest to me. Granted this doesn’t apply to every staff member at the Colorado Blvd T-​Mobile location, but from my 3 visits there with 3 different staff members, it seems they are lacking in any kind of customer service. I received the bare minimum from them. One girl in particular (didn’t look at her name), really could not be f’d.
I went to find out information about how to replace my lost phone, and/​or buy a new one. I needed information about my plan, what would be most cost effective etc. It’s like they couldn’t be bothered. Like they were making me work for it.
Good store to go to if you know exactly what you want or if you’re going to buy something straight away and don’t need much assistance. It’s a quiet store, generally not very busy at all.
Bad store to go to if you actually need help, information, assistance.
T-​Mobile needs to step up their Customer Service game at this location.

Jose was helpful, knowledgable, and effective. I was visiting from out of town and he solved several issues with my phone that helped make my trip to Pasadena more enjoyable. Great service!

The guy called Hugh is so impatient and rushed through my order. I was so worried there will be a problem and well, YOU DAMN RIGHT!
This guy did not put my apartment number on my shipping address, and now I have to pray that the local UPS can probably find me and deliver my new phone to me successfully.
You know what’s better? I called the t-​mobile customer service asking whether they can make this micro change to my shipping address ON AN ORDER I MADE JUST 1 HOUR AGO, and they said they can’t and the only way to fix the problem is to cancel this order and to make a new one…
Wow, just wow, t-​mobile, get your shit together.

Tmobile refuses to pay my ETF. In July, they sent me $ 106.00, which was the ETF for a TABLET, which was not even eligible for the program. The correct amount is $ 215.00 for a PHONE, which was the only hardware that I exchanged. When I discussed this with customer service, they said to keep the $ 106.00 and they would send me the $ 109.00 balance. Every attempt of mine to do this has failed; when I submit the original ATT bill, they treat it as a duplicate request for funds. Their call center is staffed with idiots that will tell you whatever you want to hear. Juan c. #880 108, was no help, Jose the manager @ the Pasadena, Colorado Street store was no help.

Glenn is the Go-​to guy. He is super helpful and knowledgeable. It’s fun to have him help you even put on your screen protector shield.

Worst T-​Mobile store Ever
I had to share my disappointing experience with this particular T-​Mobile store and their shoddy customer service.
I have an iPhone 4s with SIM Card capability that I brought over from another carrier, after confirming with reps at T-​Mobile customer service that this would be no problem.
The first time I went into this store, a rep working there told me my iPhone 4s would definitely not get even 3G service, a no 4G.
Based on this claim I delayed activating the 4s with T-​Mobile and switching over from Verizon.
Subsequently my wife was switching services and activated the same iPhone 4s with T-​Mobile pre-​paid for a temporary phone, and it worked fine, including at 4G.
My wife got her new service, so stopped using the T-​Mobile pre-​paid, and I decided to activate the same iPhone 4s on T-​Mobile for my use as originally planned.
I went into this same T-​Mobile store again, and another rep working there told me because the phone had previously been used with another carrier, it would not get even 3G service on T-​Mobile, and would be on E service permanently. He then tried to talk me into buying a new phone.
My wife told me she definitely had 4G service when she was using it, I decided the second rep I spoke to at this store also didn’t know what he was talking about, went back the next day and ordered the T-​Mobile service for the iPhone 4s and requested my current phone number be ported over from Verizon.
A third rep at this store «helped» me with ordering the new service, and insisted the password, for the request to Verizon to change over my phone number was the last 4 digits of my social security number, even though I told him I had another password on the Verizon account.
He claimed the service was ordered and it would take «24 to 48 hours» for Verizon to port my phone number over to T-​Mobile.
48 hours passed and my phone number was still ringing my old Verizon phone, not the iPhone 4s I ordered the T-​Mobile service on.
Finally I called Verizon and they told me the request to change over the service to T-​Mobile had not been initiated, since the correct password had not been given when the request was made!
I called this T-​Mobile store and spoke to another rep, who looked into it and put in the request AGAIN, after a bunch of explanation and wasted time.
I had to call back again to follow up, as the rep I spoke to didn’t call me back as they said they would, to find out that the request for service had in fact been made.
I explained that I was not happy about their mistake and all the wasted time, and I wasn’t willing to pay to carry both services at once because of the mistake of the guy at their store.
I asked to speak to the store manager, then after being on hold a long time, the guy who originally ordered the service for me 3 days before came on the line, making excuses, being condescending, and now claiming the window for porting the service over from Verizon was up to «72 hours», that I shouldn’t complain because I had a phone with a temporary number in the meantime.
I explained that I had the same phone number for over 12 years and it was not practical to call all my friends, family and clients to give them a new phone number, so the new phone would not be effective until my existing phone number was ported over to it.
This guy continued making excuses, was rude, talking over me, definitely not listening when I explained that his mistake cost me a delay of 3 days in porting over the service. He refused to acknowledge his mistake even though the other rep I had spoken to earlier confirmed that the service request had not gone through three days ago, and she had ordered it again today.
I think the reps at this store are encouraged to tell customers that their existing phones won’t work with the service, so they can talk people into buying new phones.
It’s clear the reps at this store are poorly trained in customer service.
I did finally get a $ 10 credit for my trouble (whoopie), which does not compensate for me all the wasted time an aggravation dealing with incompetence and bad customer service!

The guy here was really amazing at not listening. Pretty sure Glen thought I stole my phone but didn’t even look up my account to see that the same phone was my brother’s, a hand me down Galaxy SII. And yes I did know my phone was rooted thanks for reminding me in the most curt and condescending manner and I already told you.

Never coming here again and leaving T Mobile. Your service is horrible. Thank you Esmerelda.

Horrible Store that pissed me off so much that makes me deciding to quit T-​mobile entirely. I walked in and asked for adding a unlimited text message plan onto my original service. The guy serving me clearly knows nothing about the service he has to ask the representative on the line to tell him what to do. He setup my account without explaining anything and he did not answer my question.
A week later I got my bill full of text message fee and I went to store again the guy did not add the unlimited text on my account but renewing a two years contract without telling me at all. I complained with T-​mobile and the store and asked to have my money back. They refused by crappy argument that this is a renew not a new contract so the 30 days refund is the case for me. I complained with the manager that is totally the fault of the representative because HE DID EVERYTHING WRONG ON MY ACCOUNT and only thing he did IS RENEWING MY TWO YEARS CONTRACT WITHOUT ME KNOWING THAT. The manager just treated you like shit and did not believe anything I said. She claimed that she trust the noob representative doing nothing right and I am just being unreasonable there. Certainly, I am because there is no point to argue since I have signed the agreement already. They are just PURE ASSHOLES. Eventually, I have to pay 150 $ to quit T-​mobile to quit the contract but I feel so free that I do not have to force myself to talk with IDIOTS anymore.
T-​Mobile is a greedy loser company that do every dirty trick to suck the money out in your pocket. GO TO OTHER PHONE COMPANY ON COLORADO N TELL FRIENDS TO STAY AWAY FROM SUCKERS.

Service here is bomb. I chatted with the entire team here and they were nothing but friendly, professional, customer service oriented and efficient.
I got a smartphone and of course the dreadful 2 year contract, but it was time to get into a great plan. I used to be a T-​Mobile customer, so I remember the great service and stuck with the unlimited plan.
There is a 14 day refund period in the event I want to cancel, so I think this is fair.
Plus, there was no crowd here unlike Metro!!!
The higher charges are definitely worth it.

Nope. I have to disagree.
I have to share my experience with incredibly poor customer service and even worse judgement on the part of T Mobile.
My cellphone broke down, once again, at the most inconvenient moment, and I came in to buy a new one.
No, I do not want to extend my contract another 10,000 years to get the latest gizmo for free. That gizmo will be obsolete in a year, and will probably malfunction and die in less than 9 months –if my previous 3 phones are any indication.
Jake was very nice, I will give him that. Nice enough to sell me a USED PHONE for the price of a NEW PHONE.
How do I know it was used?
When I went to my phone book, the phone screen read: «The previous user still has 5 contacts.» Followed by the previous users mother, et al, phone numbers.
Obviously, I didn’t like that, but being busy, let it slide. When the thing started malfunctioning after a month, I took it in for what I assumed would be simple matter, fixed with an exchange for what I originally paid for, and a sincere apology.
Nope. The sales manager said it was more that 30 days, so I couldn’t get a refund or exchange, despite me bringing up the screen with the incriminating message. Nobody could explain how that got there.
Then she said that I must have dropped it in water. WTF? I told her perhaps the PREVIOUS USER did, and to kindly overlook protocol since THEY SOLD ME A USED PHONE FOR FULL PRICE AND CAUSED ME AN INCONVENIENCE.
She put me on the phone with «customer service» which was just another sleazy t mobile sales person who gave me the rigmarole and actually tried to sell me a new phone and extended contract.
This after years of being a t mobile customer. T Mobile is losing a customer (actually 2, as I will be switching my mother’s phone as well) and thousands of dollars –all over taking a hard line on a $ 2 phone. Idiots.
Stop sending me those «thank you for your loyalty» messages t mobile. I’m leaving you.