I normally don't leave reviews, but what happened at this Metro by T-Mobile location needs to be…read moresaid so other people don't go through what I did. I purchased a hotspot device from this store, trusting the staff to set me up with something that would actually work at my home address. Instead, they knowingly used a different address in their system just to qualify the sale -- even though they were fully aware the service would NOT work where I live. From day one, the internet barely worked. I went back multiple times and was repeatedly told the issue was my plan -- that I needed to upgrade for better speeds. I trusted their guidance and ended up paying more and more over the course of October, November, and December. I even upgraded to their highest plan, thinking it would finally fix the issue. It never did. They had me moving the device all over my apartment, troubleshooting, and basically making me believe the problem was on my end -- when in reality, they knew from the beginning that the service was not compatible with my location. When I finally contacted customer service, I was told that multiple customers had complained about the exact same situation at this store. That says everything. I returned to the store to resolve it, but the manager has avoided me for months. Calls were not returned. Messages were ignored. I was even given an email address that led nowhere. After spending around $300 on equipment and service that never worked, I was offered absolutely nothing -- no refund, no accountability, nothing. This is not just poor customer service -- this feels intentionally deceptive. Selling a product you know will not work at a customer's address, then pushing upgrades to take more money, is unacceptable. I strongly recommend that anyone considering this location double-check EVERYTHING and be extremely cautious. Based on my experience, I would not trust this store to give honest or accurate information. Very disappointing experience.

Had a wonderful experience here! A friendly Turkish girl helped me with my phone transfer when no…read moreonline or no other stores was able to do it. She fixed my phone technical issues within 3 minutes. She's a pro! Thank you Turkish girl for helping me and making me experience with Metro very pleasant!!!

I was having problems activating my wife's new iphone and the young lady that helped me (can't…read moreremember her name) was very helpful, seemed knowledgable and courteous. She fixed the problem in 10 minutes flat. I avoided other store locations because many of them have really bad reviews but this location gets my thumbs up. Be aware that the maps app lists this store as being open at 9 am, but in reality it doesn't open until 10 (m-f).

The worst service ever don't go there, they just want to make a sale, I have asked for help…read moreseveral times and get the round around store tells me to call support then support tells me to go back to the store round around hell.............these guys no nothing about the phone or what compatible. they just want your money!

Raquel was EXCELLENT! ! Hubby's phone died, so we brought in a newly purchased phone to switch. She…read moreknew exactly what to do, transferred over all contacts, apps, photos, etc. She answered all our questions. ...ask for Raquel when u go. Yay!!

Today's experience was the best! I recommend this store and give it a 10 due to the energy,…read moreenvironment, friendliness, location, cleanliness, but most importantly Omar's customer service skills. He was kind, knowledgeable actively listened, and was extremely patient which are all qualities every store should have. Omar along with Raquel are two valuable assets and amazing individuals to your company and location. I will continue to come to this store and recommend it over and over. Thank you both, I left a happy and satisfied customer.

I had the best customer service yesterday by Juri and Destiny, I have had my share of experiences…read morewith cellular company customer services but my dad and I left with a big smile on our faces from the great service and experience we had and my daughter got the best birthday gift thanks to their help

Monday, October 20th between 10:20am-10:30am. Where to start?!The minute I walked in I sensed I…read moreneeded to make a u-turn. I encountered a horrid employee (younger Latina female with dark longish hair) which is actually an understatement. There was an elderly gentleman and the horrid employee inside the empty store. The elder was trying to remove an extra line that was added and charged for without his consent. After a couple of minutes I interrupted the employee and asked if I could return a few accessories that I purchased at the Long Beach location (Verizon/Victra). Her tone and attitude was brusque. I answered her question to what I was returning and waited for her to finish with elder. As she spoke with him, her impertinence was obvious. There was a strong indication that she did not want to help either of us. She asked the elder to "click on the link" on his phone. He didn't hear her or understood...so, she abruptly said, "click on the link!" I couldn't believe my ears. She then turns to me and said, "you can't return that here." Wait, what?! I asked why and she stated that all locations have different inventory. She didn't look inside my bag...how would she know?! I got up from where I was sitting and told her that I didn't like the way she was talking to the elder and that she was unprofessional. I asked for her name and reported the incident to Verizon's customer care. I have never experienced such verbal insensitivity towards customers. This employee is either waiting to be fired or simply toxic. Beware! I recommend going to a Verizon corporate store and not Verizon/Victra. Victra is a third-party who is an authorized retailer for Verizon. The culture of Verizon corporate stores are much more appealing and professional.

Matt was amazing he helped with with getting a replacement iPad with the insurance...I had a hard…read moretime with it online and got denied for some reason but he made it happen and I was a satisfied customer will definitely be back when I need an upgrade or anything!!!

Absolutely amazing experience at this Verizon location on 4-9-26. First of all I want to start by…read moregiving a special thanks to Oscar. I was in and out on a Thursday afternoon in less than 10 minutes. Oscar right away helped me with setting up mom's old iPhone. He was kind and helpful. I've been at this location twice, and I can truly say that the whole team has always been professional and knowledgeable.

My wife and I have been going to this shop for many years. We've been getting new phones and great…read moredeals from him. The service is always right on and fare.

This store always delivers. I got a new battery for IPhone 5 at start of October, now what? It's…read morecrapping out already? No worries, he inspected my phone, looked a few things up, and it's a bad battery. He stood up the warranty and gave me a new one. Out the door in 15 minutes. Great service on all phones. Highly recommended.

Big Thank you and shout out to a guy named Tristan who helped me out tremendously a few weeks ago…read more Recently upgraded to a new phone, but there were some complications along the way at other T-Mobile stores that had trouble transferring data and activating my line and my data got shut off. Eventually got to a point where after multiple attempts to bringing it back unsuccessfully, I was sent to this Experience store where Tristan was able to resolve the issue! The biggest part though that felt different was how he came across it with being caring and compassionate as I felt his genuine kindness in trying to fix my issues. He demonstrated persistency in finding me a solution, kindness throughout the entire process, and definitely patience as he had to call the main account holder multiple times to get access even though she wasn't picking up, but he stayed consistent and polite throughout the entire time. I don't usually write reviews and I have grown up in the customer service industry my entire life. And I just honestly wanted to mention that this guy Tristan definitely went above to make a positive experience after interacting with multiple other T-Mobile stores that same day without the same effort. Thanks Tristan again and keep doing you. Best , Phil N.

I visited this T-Mobile store to get help with a phone line that had been disconnected. The account…read morewas originally under my friend's late husband's name, but I had already updated the AutoPay information to my friend's own checking account and submitted his death certificate at another T-Mobile location. At that time, I was told the account had been transferred to my friend's name. Despite taking those steps, her line was still disconnected. When I explained the situation to the representative at this store, I also shared that I had already contacted customer service and had been assured that her line would be restored, but that never happened. Instead of investigating the issue or looking into possible solutions, the representative told me that because the line had been disconnected, and it could not be reactivated. I felt there was little effort made to explore any alternatives. Rather than helping resolve the existing service issue, the representative suggested for my friend to open a prepaid account. This made it seem as though the focus was on selling her new service instead of restoring the one she already had. The only other recommendation I received was to contact customer service again, despite my explaining that I had already done so without success. After going to a different T-Mobile location that was not a corporate store location, I discovered that there is in fact a process for reactivating a disconnected line. Learning this was frustrating and disappointing, as it appeared that the representative at this Rosemead Corporate Store location either was not aware of the available options or did not take the time to look into them. As someone navigating the challenges of managing an account after the loss of my friend's spouse, I had hoped for more empathy, effort, and support in finding a resolution. Overall, I left feeling unsupported and with the impression that opening a new prepaid account was being prioritized over resolving the problem that brought me into the store in the first place.

Went here for help to install new phone but it was crowned, 10 people are in the waiting list and…read morethere were 3 customers are being helped. It will be over an hr to get help. Left to go to other store. Staff was nice and informed the long waiting period bad advice to go to other store or come back later. Plenty of parking since in a big shopping plaza.

This review is not for a particular store it's about the company…read more My complaint is that everything needs to be online, if you want to talk with a LIVE customer service representative they charge you 5 dollars. WTF really? Horrable company for doing that. Unprofessional