I recently traded my iPhone 4 for an iPhone 5 and had the most horrible experience ever! I asked the associate more than 5 times if my voice mails would be fine and she assured me over and over that they would still be there on my new phone because it is satellite. I checked my voice mail and ALL my voice mails are gone INCLUDING THE LAST VOICE MAIL EVER FROM SISTER (WHO PASSED AWAY IN MARCH) SINGING ME HAPPY BIRTHDAY & TELLING ME SHE LOVES ME! Turns out the associate cleared my entire voice mailbox and also didn't give me my SIM card back so pictures were also lost. So saddened by the lack of knowledge the workers have. read more

This review is for salar. Dude is the man. Everytime I come in here with a issue that is related to tmobile and something internal that is not the stores fault, salar finds a way for me. Very satisfied with his customer service, thanks salar! read more

Dolores was such a sweet heart! She went above and beyond to help me out with what I needed. She was very helpful and her customer service was exceptional :) thank you Dolores! read more

Customer service here is bad. Takes me a while to get help. It's expensive here so be ready to spend a lot.

Came here the day after christmas to transfer the numbers from my old phone on to my new phone. The sales rep (I believe his name tag read Eric G.?) He was extremely patient and helpful. I've had horrible experiences at other Tmobile stores, always felt tricked into buying things. Eric was honest with his recommendations and didn't try to fool me into buying crap I didn't need. I left with my contacts transferred and a very cool phone case. I know sales rep make their money off commission, but tricking people into buying crap makes me hesitant to shop or trust the company. Because of Eric, I'll be returning for future phone needs and will be sticking to Tmobile. read more

The staff here cannot prioritize for crap. If someone needs to do a simple return, they should help that person first while the other customers browse for cell phones instead of waiting hand and foot on those slugs. Ridiculous. I'm wasting my life away, and the ONE PERSON working holiday hours hasn't said, "Sir, I'll be right with you" a single time yet. The mall is closing on 3 minutes. FAIL. Their cell phone service is equally as terrible. read more

Called to asks a fee questions, the person who answer was so rude. He talked to me in such a rude tone and gave me a bad impressions just through a brief conversation. Never going to this location ever. read more

I will never come here again. The person helped me before hand knows I didn't want the Jump program and then adds it without my consent. Sneaky sales person. Never trust them and be real careful. There all about making commission. read more

I decided that it was time for me to upgrade my phone and get an iPhone 6. There was already a line and I had to sign in. The girl in there took my name and told me there is one more person ahead of me. While that person was being helped two more people had walked in. After that person ahead of me was done I was waiting to be called. But instead they helped the other two people who came after me!!! What was the point of me putting my name and waiting if you weren't going to help me! I'm so tired of this location and tired of being a Tmobile customer. From the increase on my bill to the horrible phone service to the horrible customer service at this location, I am ready to go back to AT&T. read more

This store has restored my faith in T-Mobile, usually I am never able to go into any T-Mobile store and come out satisfied, they usually give me a hard time and make the possible seem impossible, Josh is the BEST representative at this store, he went above and beyond to get me the best deal possible, he was so patient and kind and did whatever he could do to make my purchase enjoyable, I left a very satisfied customer! read more

I truly admire the service given by Jennifer from the Arcadia store as well as Jorge! My phone got completely busted for some reason and I couldn't go another day w/o a cp, so Jorge acted on it immediately so I got my phone the very next day! Kudos to you Jorge!!!!! You are awesome! That's not done! I got my phone, brought it to Jennifer and how she helped me set up my phone so patiently! I felt so good thinking she took care of me all the way and did not let anything interrupt! That is what, I know "customer service" SHOULD BE. Hardly do I see such an awesome workers like Jorge and Jennifer!!! Hope t.mobile would employ more awesome !!! KUDOS TO Both read more

I specifically got a tech 21 screen protector off Amazon so that TMobile can put it on for me but when I went to the TMobile store on Saturday I was told by some young lady said that they can't put it on for me because she told me that if they mess up then they can't replace it... I'm very bad at applying a new screen protector on my phone and need help... Last time I had bought the tech 21 screen protector off Amazon TMobile was able to put it on for me and it has been about a year since I got it out on!!! This whole not being able to put my screen protector on now is complete BULLSHIT!!!!! I'm a TMobile customer and they should be able to put my screen protector on my phone for me no matter where I purchased it and the young lady also told me that they can't put it on for me because they don't sell the tech 21 brand anymore!!!!! Wow what an extremely lame ass excuse!!!! I'm totally disappointed that all of a sudden I get this kind of treatment! She lady told me they haven't been able to put tech 21 screen protector bought from Amazon or elsewhere for a while now and I told her I got it off Amazon before and they were able to put it on for me in that TMobile store but all of a sudden they can't put it on for me?????? This is completely RIDICULOUS!!!!!!! I should of got this young lady's name so I can put her on blast on Yelp!!!! From my experience I got better service from a male employee than from a female employee!!!!!!!! This is just terrible!!!! I know one of the guys who work there because he signed us up with T-Mobile 2 years and a month ago... He's NEVER told me anything about them not being able to put on my screen protector that I got on Amazon... He is totally cool with it but this young lady is whom I have a serious problem with and knew right after I walked out of the store I would be writing this HONEST Yelp review about this person I talked to about putting my screen protector on for me!!! It's a screen protector for goodness sakes but she just had to pull that bullshit on me!!!! Wow, just wow!!!!! read more

Jorge (aka George), Arthur, Chanel and Chelsea are all very nice, helpful people. Arthur went above and beyond his call of duty to help me out with trying to move my sprint phone over to T-Mobile. The only reason I wasn't able to unlock it was because the rules on unlocking phones right now are horrible but come February 11th a law will be enacted that will make it basically mandatory for cell phone companies to let u be able to unlock your phone. I can't wait to move to T-Mobile. I would recommend this kiosk to people but just a heads up, it's in a high foot traffic area so it can be very distracting/annoying for some people. There's an actual T-Mobile store in the mall though if you want to be in a different environment. That's the only reason why I'm giving it 4 out of 5 stars. read more

T-Mobile lies to you!!!! I bought a new iPhone 6 64 GB in August, they told me my plan entitled me to 3 free upgrades in 24 months. So my phone had weak signal at home and dropped calls (their coverage is weak across all of USA), to solve this I went to get the 6S 64GB since T-Mobile is advertising that their new service 4G LTE has 2x signal strength but you need the S to get the better signal. But my FREE upgrade was going to cost $100, because I wanted a 64GB phone. So I had to either keep a phone with crappy service at my house or buy the phone for $800!!! Run from T-Mobile. Crappy coverage and they lie to you! read more

I was helped by Manny! One of the best experiences in customer service thus far! Big Props for all his hard work and help. He was very informative took his time and got the job don with a smile! I would def recommend this spot for asst in your cell phone needsw, I actually have a store closer to where I live but Manny has a lotyal client here! Thats service! read more

Unbelievable! I went in on Monday night and spoke with Desiree Garcia about an upgrade and a new line. She told me about the buy one get one free special for the s7 edge and told me to come in on friday night and only deal with her. I called to have her hold the phones for me and then she tells me that the deal ended Monday morning and she has an email! Are you kidding me! When I called it took forever to get a hold of her because she was late to work, and she kept disappearing. Then when I do she was rude and nonchalant about lying to me then tried to get me to buy a phone from her! Seriously! I don't recommend dealing with rude liars who can't get to work on time. read more

Went in to get a phone replaced. It was an easy sell for them I knew what phone I wanted. Charged me $12 and $9 for insurance that I never was told about and agreed to. I did not find out until a day later, I rcvd a text from tmobile stating my insurance has started. Jorge was the salesman we were talking really cool with each other. Also, charged me $20 for "Upgrade support charge" which he was not able to transfer my contacts and my pictures. Should not have to pay for something that you can not complete properly. Called the corporate office they reimbursed me properly. I wish the tmobile stores were as good as the corporate office customer service. I will not deal with the stores any longer very sneaky practices going on. Disappointed in you Jorge and Tmobile stores. read more

I came to the store looking to buy a new black S5. Jennifer made the effort to call the kiosk location (they had one left) and Jorge made the effort to get it for me. They helped me carefully review my purchase and helped me install my accessories. Jennifer and Jorge provided excellent customer service and made my T-mobile experience a great one. Thanks guys! read more

Walked in planning to get a new iPhone. Talked with one associate for a while to figure out the plan I want. Then another associate took over As they tried to pull a "bait and switch" on me. First telling me the plan they set up for me was no longer available, then almost tricked me into committing to a CRAPPY plan for the same amount of money. I glanced over the agreement and found out. Wasted almost 2 hours at this place. Don't let these people take advance of you. read more

I walked in and asked about changing my plan to prepaid. The employee told me I would have to get rid of my old number and get a new one. From info I had previously read online, I could keep my same number. I could tell the guy had no idea what to do in this case. He then said I should get the higher prepaid plan then switch to the lower plan because somehow down the line I would save more money. He tried to explain to me, but honestly it made no sense. After a few seconds of awkward silence he was like "you have good credit you can buy whatever you want!" I just thought to myself how in the world is this related to my question...and what an idiot!! LOL Anywho, later on I called t-mobile & a very nice lady named Kim in like two seconds switched my plan from simple to prepaid, and I did not have to buy anything! Ridiculous how these employees try to take advantage of people, but come on, it happens so much that we all know better!! =P read more

Most of the workers are very professional and seem to know what they are talking about. On the other hand the Manager Clare is very rude and unprofessional that is why I'm giving this location 1 star read more

My boyfriend and I switched to T-Mobile from Sprint at a location in Temecula and everything was perfect. Flash forward about a year and our leases were going to be up and we had moved closer to this Arcadia location. My boyfriend went in just himself right after he got off of work (he works in the mall) and the guy who helped him (not sure of his name but he was a heavier person) basically told him he couldn't give him any information and was just not helpful at all. So we thought ok whatever maybe I need to be there because I'm the main person on the account. So we go in about 2 days later just throwing out what happened to my boyfriend before. This time the person who helped us was Jorge. Super nice, was able to order my new phone and even called to have my boyfriends phone lease prolonged so we didn't have to pay the bulk price to own it. He told us about the new unlimited offer and that it comes with a complimentary sync-up device for our car and all we had to pay was the tax for that. Since he said that there was no monthly or extra costs for this promotional item we said sure. Come to find out when I was looking at our bill a day or two later (because our bill was still showing the price if we were to purchase by boyfriends phone in full) it showed that there was a recurring $12 monthly charge for the sync-up product. We were a little mad at this because we were under the impression that there was no charge whatsoever for this, just the tax which we had paid. When we went in to return this product another associate helped us, the same person who had told my boyfriend the first time he went in that he couldn't help him. We told him that we thought this was free and that Jorge had said that and that we didn't was this products if we were going to have to pay for it and then he told us that Jorge would never say that this was free and that we were wrong. We didn't like that at all. We are the customer, we were there when Jorge was helping us, not you. Let us tell you what happened. So we were able to return the product and we clarified that our bill is still showing that we are going to be charged for the full price of my boyfriends phone and not the monthly price. He assured us that the bill will change and that they update the bills about 4 or 5 days before it's supposed to be charged. I get my phone a couple days later and immediately take it into the store after I get off of work so that they can transfer all of my info over and return my old phone to them, which Jorge told me to do. I get to the store and an Asian girl helped me this time, didn't catch her name either. She activated my phone and then told me to go home and transfer all of my stuff on my own. I asked her why she couldn't do it there since I was told to do this by someone else and she said that their internet was "slow". Since I just got off of work and rushed to get to the mall so that I could use my new phone I was a little irritated at this. So before I left I asked to make sure my boyfriend could bring in my phone for me and that his name is on the account. She said as long as his name is on the account he can bring in my old phone for me. So the next day (yesterday) my boyfriend brought in my old phone saying that we are turning it in and the person (different from all others that had previously helped us) had told him that they don't accept phones like that and that we would need to mail it in. At this point my boyfriend has had enough of the run around that everyone has given us. After yelling at them about all that they have done someone finally took my phone from him and he was able to leave. This is the worst customer service we have ever received anywhere and we will never be going to this location ever again. read more