Julian is the best! They have always been there for me in my time of need. Tell me when there is very pleasant and easy to deal with.

This review is for T-Mobile's poor customer service, not at the store, but their customer support team. I am so shocked and disappointed to see that the discounts their supervisor promised me (when I was about to switch to Mint Mobile), were not applied to my recent bill. When I called to ask just now, the new supervisor I spoke to said they had no record of the discounts I was promised. They have no integrity and lied to me, just to keep me as a customer. I've been with them for well over 10 years and this is how they treat me. They are not to be trusted. I can't wait to switch to Mint Mobile. T-Mobile also offered me a 'free' phone with a 'free' line but never told me that I would owe money if I canceled the line. I will never recommend such shady people. read more

Weird customer service ! Ive been a long time t mobile customer and when I wanted to get a new phone I naturally went to their store. Big mistake! The salesperson aka manager doesn't know basic math it turns out ! He tells me the phone price is 816$ and convinces me to buy it in installments since 'there's no interest' But his math was not 'matching' He tried to sell me the phone for 39$ a month for 24 months plus 125$ tax and initiation of line which is definitely not 816! When I pointed it out to him his explanation was even more bizarre He said he always 'rounds up the monthly sum and then when the bill comes and it is lower the customer is pleasantly surprised' Wow! read more

Andre Hamilton deserves the 5 stars. He was able to solve the issue completely and correctly in order to add a new line to my account Meanwhile, I was talking to a help desk phone agent that took 45 mins to "not" help. read more

First I need to say this is not a T Mobile store, it is Verge Mobile LP. Julian the manager and Henry an employee are both unqualified to work there. I walked into this store March 2026 to change service from Verizon to T-Mobile, I was greeted warmly by both of them. I was told my phone bill would be no more than $191 and we got free iPads with no charge for a service/line. After leaving the store all hell broke loose, our iPads were in fact not free, we were being charged for protection we did not ask for, they ported over one of our phones to the wrong line and our bill was $360 plus. We went back into the store and were told they would fix it and credits would be coming, none of that happened. I went back into the store again to ask Henry to look at the bill and he said "oh you"re back again, what's wrong now?" And proceeded to be blow me off and told me he had to help another customer. I went into the corporate store in Encino and had that store call Verge Mobile and Verge Mobile was downright rude, put us on an extended hold and I had to call back to even get help. I had to threaten Verge Mobile with filling a police report for fraud and going to the BBB before they even picked up a finger to help us. This is now June (3 months!) and today Julian finally took back the ipads. I was told by corporate that the lines needed to be reactivated to get my credit, Julian told me no. Verge Mobile is a horrible a store run by a manage who can careless about their customers and the only care when you threaten legal action. I'd avoid this store at all costs because you will 100% get screwed over by both Julian and Henry. Regarding Henry, he will be your best friend, get you your phone and show you all the cool stuff on your plan and then disregard you as a client when you have a problem. Both of these men and this store should be closed and reevaluated by T-Mobile because if this is who you have representing your company, your company should be embarrassed and a complete joke. Potential customers should be highly aware of this. Oh and to add insult to injury, I just found out I wasn't even given the right promotions when I traded in my phone! Now I have to deal with these people even longer! read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Agoura Hills, California

I went to TMobile in Agoura Hills and a young lady was shockingly entitled and extremely rude.She took over my phone without permission! Her friends of the same race as she, made her decide to leave me standing there refusing my well working simcard! This went on for 4.5 hours. My phone now doesn't work. She got mad at ME for ask if she was still helping me. Now going on 5 hours she took 4 people and merely chit chat. Her co worker and she refused to give me my phone with no simcard. All of this help was not business. It was very personal. 1 minute before locking the door I was told to get out by the girl,and she kept my sincere. This was full on discrimination of an elder. I missed my MRI and the entire time I was in severe pain. They thought it was funny. read more

T-Mobile Authorized Retailer - Empty. The girl working Agoura took it never to return. - Mobile Phones Near Me - Agoura Hills, California

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Phone got taken over by ads and blockages after updating software. Utterly frustrated. Just wanted to undo update. Dre was there to save the day, made it look easy. Problem solved. Will go back there for upgrades. read more

T-Mobile the service is great, but due to complete incompetence and negligence, the "sales" people and manager in this store have cost me $1200 and over 6 hours on the phone with customer service. Get T-Mobile elsewhere. read more

I arrive at the store on Sunday morning at 11:05. There was a line and some one asked me it it was 11:00 yet and I replied it was after 11:00. The door was locked and the store was dark. A few minutes later the t-Mobile employee emerged from the parking lot, walking slowing scrolling thru her phone with no sense of urgency that she was late for work. She unlocked the door and informed the line that she needed to open the store and needed a few minutes. Ten minutes went by, now 11:20, still no unlocked door. I peeked in the window and there was our no sense of urgency employee scrolling thru her phone while customer's time was being wasted. Another 10 minutes went by and I left my place in line and went about my day without my phone issue being resolved. If this was my store, this non customer focused lady would be terminated. I as I write this I see an other had an issue with this store. read more

This is a good T-Mobile store. They have great customer service. Rico saved the day. He is extremely knowledgeable and fair. He doesn't try to oversell you. read more

Maliq helped me upgrade my phone and he was amazing! He helped me find the best deal for my specific situation! Great customer service! This is the first time getting a new phone didn't take half my day, I was in and out with a new phone within the hour!!! Thank you Maliq read more

Stay away from this place...I was visiting the area and had heard that they sold the Harman Kardon Onyx Studio 8 speakers. I thought that was odd being a cellular store, however, I thought, why not? I called the store and asked if they had these speakers in stock and was told they did. I next asked what the price was and was told $299. I thanked them and promptly hung up. You can get these speakers brand new (not refurbished) for $149.99 directly from the manufacturer. read more

So bad, they couldn't answer the question and they sent me to different T Mobile store! Bravo!

Julian, you are so kind and so helpful: I was in there to fix my phone and didn't know that this location just sells phones but he was kind enough to help me fix my phone and try to figure out what's going on with it. His help went a long way! Thank you!!!!!! read more

Well, the gentleman who switched my phone over said all my photos would transfer giving me the ok to leave the store and that wasn't the case. I also was bribed into buying merchandise from the location while getting a new phone is this new sales incentive for them? I had to buy a screen cover that didn't last a day and already had a crack on my screen and I never dropped it it's just been in a purse. And I had to buy a cell phone case that doesn't have much of a lip to protect a fall. I couldn't walk to their door because they were worried about the foot traffic count at the location they monitor. Overall! Super disappointed! I hated that I lost a lot of my photos and notes I had saved. My phone no longer was pairing to my dash cam. My phone no longer does reminders so I now have to deal with that. So if you ask if I would go back to that location I would say definitely not. read more

Julian is the master! Super great guy, good service, and knows the ins and outs to set you up with new phones!

This review is for Jose Vargas rep at T mobile. I had big problems with my new android samsung galaxy 23 I wasnt able to hear gmail notification on my phone. Google is know for this issues. I had samsung customer support on phone for over 2 hours with no help Jose helped me fix it by adding another app. I was almost ready to go back to an Iphone. I traded my iphone back too many problems with no results for being fixed. Again thanks Jose good job Julie read more

I had a great experience with Hunter and David, Hunter had the patience to execute lain everything about new services and phones. Switching after 23 years from AT&T to T-Mobile I could not be happier so far. Thanks Hunter. read more

I went into my local T-Mobile store #5558 located at 5807 Kanan Road in Agoura Hills on 10/21/2023 to do a warranty exchange on my phone. The manager on duty that day, he identified himself as "Jonny" when asked, took my phone and charged me $5 for the warranty exchange. My old phone was in good condition and he affirmed that it was in good condition and nothing was wrong with it. We proceeded to try to transfer the data from the old phone to the new phone but had some difficulty with the transfer. No matter what was tried, all the data wouldn't transfer. And Jonny became increasingly bothered because it was taking too long and he didn't seem to want to be working. He became impatient and he began to give me short answers while exhibiting a bad attitude and bad temper. I saw how irritable and rude he was becoming and considering we were getting nowhere, I told him I would go home and transfer the data myself and come back the next day. He said he wasn't working the next day but he would tell the person on duty the next day to help me. I came back the next day, 10/22/2023 and the representative who identified himself as Ari was on duty. When I told him I came to exchange my phone for which I had already paid the $5 exchange fee, he went to the back to get it but took a long time to come back. When he came back, I got the impression that he took so long because he also called the manager Jonny from yesterday. Upon his arrival, he began texting on his watch and pulling up my file on his tablet. BEFORE examining my phone he proceeded to tell me he couldn't take it because it was no good. I asked him how he could tell it was no good because just yesterday the manager said it was fine and I paid the $5 exchange fee. He said he can just tell. All the while he was giving me a bad attitude and it was obvious that him and the manager had agreed to give me a hard time. During the whole interaction with him, he was texting on his watch which led me to believe he was texting the manager Jonny who was telling him how to respond. I confronted him on his bad attitude and questioned him regarding how he can instantly know my old phone was no good. And also asked why the manager then took the $5 exchange fee yesterday after examining my phone. He ended up blowing up at me, refusing to take my phone and refusing to work with me and advising me I can go do whatever I want to do but he wouldn't work with me. And he abruptly left to the back room. The behavior of these two individuals was both uncalled for and out of line. Jonny and Ari were shockingly rude, and I felt like I was being ganged up on, making the entire encounter extremely unprofessional, petty and offensive. My family and I have been T-Mobile customers for the past 19 years and this is the thanks we get for the loyalty we have shown to this company. My experience with T-Mobile's customer service in my local T-Mobile store #5558 located at 5807 Kanan Road in Agoura Hills was truly horrible. I would like T-Mobile to investigate this store and do something to remedy the disrespect given to paying customers. This store should be boycotted. read more

Went to the T Mobile Agoura store and Janny helped me and I am in sales and the service was Amazing !!! I highly recommend this store and the customer service is amazing . Thanks again !! read more

I had a complicated transaction and Tolerance was a rock star helping me out. Guided by the awesome manager, I was impressed!

My experience at the T-Mobile store on Kanan in Agoura Hills (3/19/22) was excellent, and nothing like I had anticipated. As a widowed senior and not tech savvy, I'm cautious to not be taken advantage of. I was immediately welcomed by the young man that ended up helping me for the entire process of trading in my old phone. He went above and beyond by making phone calls to both the Apple store as well as Sprint CS to help with things I'd normally have had to do on my own at home. He was kind, extremely patient, and made the whole process so much more stress free for me that I had to make sure to give him (as well as his kind and also helpful coworker) an excellent review and acknowledgement here. Arien, thank you so much for your kindness and ALL your help!! read more

It was a little tricky to find the location because they don't have a big sign attached to their store. There was also construction right in front of their store. But this will be fixed in time so it's doesn't affect my rating. I went in to grab a free gift from one of the T-Mobile Tuesdays perks. The people were super chill. I got my gift real quick. There's plenty of parking in the plaza. If I needed to come to this location for any of my T-mobile needs, I wouldn't hesitate to use come here for help. read more

Yvonne H is a super smart, and kind woman. She helped me with the problems I had with my iPhone 7 and upgrade to the 12. Thank you very much indeed! read more

After 12 years with Verizon I desided to switch companies...worst decision ever. Jose, the associate who helped me, was clearley new or just incompodent, not sure which. Keep messing up with our order and saying phones were not in stock after we already payed and went through the whole process. Then manager Janny came to his rescue and not sure what they both did, but I end up with multiple charges that I was not suppose to have. They gave me three accessories, that at that time I was told were free, but then end up charging me at the back end with monthy fees. I was charged for services while still waiting for my phone to arrive by mail because they decided to give me the sim card first and not inform me that there will be a cost for it. Why not hold on to the sim card at the store until you actually switch my phone? I also was sold an IPad that was suppose to be $100 flat fee, but they end up adding monthly fee with that as well. When I called multiple times, I was told by the manager that my bill will be anjusted, just wait. Finally on the last call Janny said he didn't know I got an ipad and I can't return it now since it's been more then 14 days, even though it's brand new, never been openned. Also was yelling and not allwoing me to speak and lying about what they said or did not say. Basically a clusterfuck of an experience. At this moment I'm escalating it higher and most likely will just cancel all my services with TMobile, even if it will cost me. If that's the service I recieve in the beginning of a relationship, I already know it's not going to ba a smooth ride. Just horrible! read more

We had an excellent experience at Agoura T-Mobile and especially with the health of Noah who went above and beyond in customer service I highly recommend you use our services dr. Ruth and JC read more

Went to the store to speak with the manager. The manager Janny who is the one who lied to us the first time lied to us again. We asked him to remove the charges since we were told those items were free. He agreed and told us "that happens sometimes the deals don't go through properly" he assured us he removed the charges and that we wouldn't see them anymore on our statement. We then called T-mobile corporate to confirm the charges were removed and they told us that the records only show that Janny had accessed our account but never removed any of the charges. At this point we have been in contact with an executive and corporate billing who have refunded us properly and even offered us credit due to the trouble we have gone through. They are also opening an investigation on this particular store. Beware that this T-mobile is not a corporate store and are not regulated properly which is why they are out here scamming people. read more

Had great experience today switching to T-mobile thanks to Yvonne who assisted us at the Kanan store on Cyber Monday. She was efficient and explained everything very well. read more

NOAH is man! He was so patient and helpful for me! I had a cracked screen, a phone from an old carrier that I switched over to T-Mobile a year + ago.. I was logged out of all my Apple ID and since I had a cracked screen could not get into my online banking. Needless to say it was a nightmare! He helped me from start to Finnish. Helped me get the best deal possible, helped with apps that didn't even involve T-Mobile..all while helping other guests in the process! Also it was closing time. He didn't make me feel rushed or anything. GIVE THIS MAN A RAISE! I watched him solve so many problems for many people, staying totally professional and effortlessly gave wonderful costumer service. This store is so lucky to have this lad! Thank you Noah! read more

CUSTOMER BEWARE OF THE manager Stefanie at this store, who, literally took us to the cleaners!!! She blatantly lied about a "special" they were having on cyber Monday and pushed a bunch of accessories totaling into the hundreds on us! She kept saying that they were "free" and we ended up with a quadruple phone bill, a bunch of accessories that she put on my bill, changed my account, which I requested she did not touch. Instead, her deceptive and fraudulent behavior resulted in hours of me having to spend straightening out and having to find the regional managers to undo her lies!!! In my eight years of being a happy customer at T-Mobile I never imagined that this type of fraudster existed at T-Mobile! She single handedly totally ruined the reputation of T-Mobile! read more

My experience on both Sunday, 6/12/22 and today, 6/15/22 were outstanding. We were helped by an amazing young salesperson named Steven. He was extremely knowledgeable about everything we needed and took care of our situations quickly, confidently and with ease. He knew all the ins and outs of the process. Steven is very mature and would be an outstanding addition to the management and/or corporate side of the business. read more

Drove all the way to this store (nothing close to my house) and we were supposed to get an easy transition from Verizon to T-Mobile by dealing with Johnny, the manager. Had some complications in the past doing this (eventually resolved), so I was assured dealing with the manager would be a no-brainer! We met with him to order a new phone and transfer service. He assured us that it's going to be a short, easy process. Ordered new iphone, got SIM card for temp # to use until new phone comes, 2-3 days. Paid the fees and left. The next morning, got multiple alerts saying the entire order was cancelled. What? No one knows why. Now on the phone with T-Mobile all morning trying to figure out. Also, the phone we ordered was not coming in 2-3 days, as promised by by Johnny (manager), but back-ordered til July (3 mos)!? In fact none of them are avail til July! Johnny never mentioned this to us. And the SIM card he gave us is attached to an iWatch not an iPhone (um, we didn't buy an iWatch)! Then we were instructed to drive to a physical store (none are close by) to go fetch a new SIM card for the iPhone! No joke! Over a LOOONNNG period of time, the rep on the phone figured out he could attache the iWatch SIM card to our iPhone and remove it from the IWatch! After this ordeal, we decided not to order the new iphone and just transferred service. But it took ALL morning (including being disconnected on the 1st call with another rep at T-Mobile & starting all over with Rep #2) to figure all this out. So, I'm giving a 1-Star review because Johnny did nothing for us that day. In fact, he created more work for us. read more

The workers are so "attentive ", but only for your business. When they're called upon for customer service, they're "busy". I've called several times after the initial call ( because I was put in hold )for help with my phone service. I stated to them that the T-Mobile customer service line has not picked up any of my calls. I had been calling for the last 3 days. Rodrigo, one of the salesperson, was DEFINITELY NOT HELPFUL! Ridiculous how INEPT they are! read more

Wonderful service! My wife and I were assisted by store manager Brayden Snow and in store customer rep Rodrigo Mendoza. Brayden was patient, kind, knowledgeable and able to think outside the box to meet our unique needs. Rodrigo was thoughtful, caring and easy going. An absolute pleasure coming to this store and highly recommend! read more

My family and I went to this store to upgrade our phones. We were told that we were eligible for free phones and would just pay the taxes and activation fees. We also wanted phone cases and chargers, as well as screen protectors. The chargers are free, but the "box" that you plug in is not. When asked the costs, we were told, "they're included in the price," which we took to mean they would be free. We clarified this with them a few times. We were never asked for payment for these items. Cut to my new bill, and these items had been added to it and were financed, with a total cost of $300+. Had they asked us, we would have paid for it that day! I called Tmobile, and they said that I had to deal with the store directly, and there was nothing they could do. I returned to the store, explained my situation, and why I was upset. I bought back the phone cases, as we had purchased better ones on Amazon. We needed the screen protesters and charger boxes, so I figured we would just keep those. I spoke with the manager, and he informed me that that is what they are told to say, "It's included in the price." He said he would speak to his boss about a partial refund for the cases. This was weeks ago, and I've heard nothing. I called Tmobile again, and they directed me back to the store. I'm not spending any more of my time on this, but I feel that it's fraudulent to add items to my bill without my knowledge or consent. I will not be returning to this store, as they didn't even try to resolve the issue. We have been Tmobile members for many years, and we're very disappointed with this treatment. My bill increased by $60! read more

So after 20+ years of being with Sprint we had to go into a T-Mobile store to do the pivot from our long time provider to our new cell phone carrier... we really didn't know what to expect from the process and I can tell you we were incredibly pleased! We had three family phones to port over and I can tell you that the process was so wonderfully managed by Erik the store's assistant manager that I plan on going back to him for anything and everything I need T-Mobile! Look no farther than this shop to help you with your needs! Not only did they know their stuff, but they were super nice people! I could not recommend anyone more highly! read more

I never file a complaint but this store is the worst. Very similar experience to the lady below. Copy/pasting because I won't allow this situation to waste anymore of my time, complaint(s) filed, with BBB and Bank- There are 2 issues. 1) I was not charged the correct amount. 2) The Service and being told untrue things...1) I was told there would be a $200 credit to my account because I traded in a phone (never received). I was told a Watch that was added with the phone was $50 and my phone account was charged $330 (this was on top of numerous fees)....2) I was told phone reception would work in my area and it does not or is very limited....I have called and gone in person to the store and am repeatedly told the district manager will get back to me (now 2 months later). Their whole process is deceitful, and they won't allow me to return the items either. The quality was poor. It was done incorrectly. It didn't match the merchant's description and the Terms of Sale were misrepresented. I didn't cancel service because I was constantly told the District Mgr would get back to me after following up on a bi weekly basis read more

I will never visit the store again.They said they are third party store so the policies are different from actual T-Mobile policies.

This location doesn't accept jump on demand returns and has other limitations. They say the limitations are because it's a franchise location. read more

Rude and unprofessional. As I entered the store this afternoon (which was empty) the guy behind the counter tells me "Your question's short, right, cuz we've been really busy today." Stunned, I said something like, "what if my question is long..?" And then I left. (By comparison, the service at the T Mobile store on TO in WLV, is stellar - I'll be going there in the future. read more