"IPhone on us" isn't real unless you have a very recent model to trade in! They try to seek it but it is a bait & switch game. Check out Mint Mobile instead! They have plans that cost about (0% less than T-Mobile and they use the same cell sites. read more

T Mobile in Pasadena CA.: Plans agreed to in the stores/online are lower than what you actually get billed for. Corporate will not honor store plans and stores will not honor corporate or online plans. When you call in to get it straitened out they will fix it for one billing cycle and the following cycle it goes back up to the higher cost plan. Corporate will tell you that you need to go into the store to get it resolved. After multiple trips, the stores always tell you they do not have the authority to fix it. The sleaziest and most underhanded company I have EVER dealt with! read more

I came to this store twice this week, and both times, I was glad to see Chris and his team do the best they could. I like that they followed covid guidelines and only allowed a limited of people inside. I was there to replace my screen protector the first time, and the second time I came by to upgrade my phone, and not once did I feel pressured into buying anything. He made some good suggestions that I may decide to get once the holiday expenses are out of the way. Overall he was so helpful, attentive, and kind! He is such a great person, and I am thankful that we have employees who are thrilled and energetic during these challenging times. I work in the customer service department too, and to see him go above and beyond is inspiring to me! I recommend going to this location. Chris and his team are great! read more

I came in today very upset and very frustrated with the arrangement of my bill and I received assistant from the representative and was deeply pleased and I'm leaving with a smile on my face and with a Apple Watch. I'm leaving this review to show my thanks and gratitude for the deep amount of effort to change my mood . 5 stars for her work ethic. read more

So how do you make someone wait 2 hours and then tell them you don't have iphone 13s??? And how do you not have the latest iPhone?? Lol. If you don't have phones in stock, why don't you tell people this before making them wait for hours? How incompetent. read more

I recently changed from T-Mobile to Verizon due to the fact that T-Mobile wasn't able/welling to give me a good a good deal on a new iPhone. I called T-Mobile a few times and they wasn't willing. So I called Verizon and they gave me the deal I wanted deal I was trying to get from T-Mobile... Long story short I paid off my T-Mobile bill... Would you believe that they sent me a bill for 1.34 cents??? They loss me because of like that. read more

My fiancee and I went in to upgrade both of our phones last weekend and had the absolute best experience with Chris! He helped us book our appointment ahead of time, greeted us with a friendly hello when we arrived, and made sure that we were taken care of in a safe and professional manner. He never made us feel pressured to buy anything that we didn't want, but was able to make great suggestions about items that we had not thought of. Chris is attentive, professional, fun and kind. He made our experience enjoyable, efficient and got everything done! We would recommend him to anyone, y'all will be so happy to work with Chris! read more

This location has plenty of parking and like all stores, a hit or miss with customer service. Today, we're being treated great. It's empty so they are being very helpful. I really love my t-mobile service so... Hours: 10am-8pm Mon -Saturday 11am-6pm on Sunday read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Pasadena, California

I am so impressed by the team at this location. I came in frustrated after visiting another T-Mobile Location nearby with no resolution to my problem. Right when I walked in I was greeted with smiles. The sales associate Andres knew immediately how to solve my problem and assisted me with calling customer service. He deserves a BIG RAISE! Excellent customer service!! The other associates Jasmine and Bobbin were great as well. Great energy in this store. read more

My son called the store at 6 pm to see if they had any Samsung s7 edges available since they were on sale at 480.00. We were told they had three available . So we drove down 20 minutes after the call and patiently waited. They were very busy. We were helped by a very nice young man. I went and retrieved my wallet from the car to show my ID. He went to the rear to get the phone and returned saying, "the phone was in another safe like box and it wouldn't open for six more minutes" so we waited. After waiting approximately an hour, total since our arrival, the owner or manager approached us and said that they don't have any @of those phones. She claimed we must have called another store. The next morning I checked the web site and it was the correct store we called. They were just too unprofessional to admit to their mistake. I don't mind the mistake, but making a claim that we made a mistake was an immature way to handle that situation. I hope they learn how be a bit more honest in dealing with customers? read more

T-Mobile Authorized Retailer - Surfs up! - Mobile Phones Near Me - Pasadena, California

Great atmosphere, superb customer service and truly mindful of the consumers needs. Sylvia and company knocked it out of the park for me. Hands down the best folks, ever! read more

-0 Zero Star's i called i try to always call before I visit an establishment...Buy all means...i believe it was last Saturday My Service was interrupted.,Do to My Wife a Philippino mizeur paying only the bear minimum.,So i went in after calling, I'm speaking to a young man with a super long beard under his black sugical mask..No more than a minute & a older feller interrupts doesn't say excuse me or anything..Accuses the younger guy of taking his tablet..And then goes back to a cluster of T-Mobil Workers doing nothing the Store was completely empty except for 1 Lady came in pushing some Homeless looking cart..So the guy was kinda ok only raising his voice to me several times and i ask him to sit at the table over there ,Because my hip was killing me..So he Asked a barrage of questions to no avail- The Account was set up buy my Wife & i cant crack all the Security Questions to get the T-Mobil guys to help me unlock my phone & do some minor Service adjustments..Save your time Go to another T-Mobile service store .You will be doing yourself a favor and saving yourself a ton of time.. read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Pasadena, California

You gotta be kidding me with these 4 star reviews. This place sucks! I guess it's not that bad if you got nothing else to do but hangout in a Tmobile all day. Every time I go here I'm told I need to wait yet the place is empty and at least 3 employees are sitting at the register at all times on their phones doing nothing. Its nice that T-Mobile wants to help the underachiever but there's a reason why everyone heres last job was no job. read more

Raphael and the gang were very helpful and answered all my questions. They switched me over from my old sprint plan and moving forward I'm paying less for a MUCH better plan. They also recommended a great pupusa place across the street! Very friendly and personable staff, you will be in good hands. My phone had died overnight and I have thought I was going to have to buy a new one. There was no pressure and they told me the available promotions. Fortunately for me I took my phone to I fix it fast in Pasadena and they were able to diagnose and fix the problem for about 150 bucks! If you're looking for help with your cellular plan and Not a pushy sales experience, I recommend this location. Nobody wants to feel like just another opportunity for a sales person to make money, and I appreciate being treated like a human being who has a budget! read more

these dumbasses sent me the wrong phone twice I genuinely don't understand how because I verified with them about 20 times.

Worst customer service and rudest employees ever. Walked out after one of them barked orders at me. Go to another location if possible

T-Mobile has really horrible phone service in parts of Pasadena Ca. I'm told in my area they only have one phone tower. I get a lot of dropped calls which is really annoying. This is from my experience with phone service with T-Mobile... They are trying to help but so far phone service is horrible... read more

Don't waste your time coming here. The store manager Bobbin is a scam artist. Ive been a T-Mobile customer for over 10 years. I was in a few weeks ago to upgrade my phone and was helped by the Bobbin ( Bob). It took him nearly 2.5 hrs to complete a simple transaction....I was purchasing ONE PHONE. When he finally finished he handed me my paperwork with 4 new SIM cards. I had already made clear to him I didn't want any of the upselling items or services he was offering me. He looked me in the eye and assured me there would be no additional charges. I restated again I already had a family plan and did not want new lines or charges. He said not to worry there were no new charges and that it was part of the promo with the new phone. I left feeling uneasy about it and called T Mobile customer care the next morning. I spoke with an agent who confirmed my plan was changed and that two lines were added. She removed them and confirmed my bill would be back to normal. I received my bill today and just as I suspected I wa signed up for 4 lines that I cleanly stated I didn't want. My bill was up by over $70 just for the line changes. I have lost hours of time dealing with this. I have filed a complaint with the FCC for unlawful charges as well as a complaint with the BBB. Shame on you T Mobile. read more

Associate" Chris" is outstanding! He assisted me with the purchase of a new phone. Now I did enter the store because I needed help with my phone.. while there Chris showed me a new phone. He was so informative on the features. He was patient,processed my new phone and even made sure my account name was updated. They need more associates like CHRIS!! read more

this store has one of the best customer service i've experienced. everyone is super helpful and friendly!

Auguatine helped me today and he was such a big help. The other employees were very nice also. Thank you guys so much!

I frequented this tmobile regularly and was typically ok with the services I received here but my last 3 visits last one being this past Tuesday Valentine's Day the visit was sup-par by far. The wait was short as it was the most employees I've seen working at one time (3) typically its 2 with several customers waiting and a long wait but the service was worth the wait. Todays visit the associate who helped us seemed like he didn't want to be at work today. Acted as if he couldn't find the information on my account and very nonchalantly acted as if there was nothing to do he kept leaving to the back acting like he was looking for something or seeking assistance but in reality was taking bites of his food we can see him chewing and smell good on his breath every time he returned. We never got all of our questions answered and opted to cut the visit short and just visit another tmobile in the future. read more

Augustine (I hope I spelled it right) was so helpful and so patient. This guy really knows what he is doing and is very efficient. I came in basically upgrading two lines in the past it has taken me hours to upgrade at other stores but he was quick. He even went over my account since I share it with someone else to know exactly how much each of us needed to pay. He answered ever question I had and was very polite. He needs a promotion, or a raise, actually both. Thank you ! read more

The best experience, the best technicians. Chris and Jazmine are super friendly and helpful.... also saved me money!!!! Hooray for kindness. Jim Fischer read more

Went In today to find out why they sent me a collection bill when I have an active line. I was waiting to be helped and apparently the person who initially was gonna help me was hesitant until one of the sales person ask if I been helped. Reyna was very efficient and persistent to answer all my question to get this matter taken care of along with being very hospitable with bringing out a bottle of water while we got answers for the collection agency. Thank You Reyna read more

Love coming to this store Chris s always does an awesome job always gets me right keep up the good work Chris thanks a lot

I just want to tell my story about how impressed with the employees at this store this past weekend. Not only do they know their trade and make your shopping experience pleasurable. They took temptures at the door before you walked into the store. Being in the Healthcare industry this made me feel happy and safe. So, when I went back today no Temps were being taken. Orders were given to stop doing it. This is not okay. Tmobile you are not keeping us safe and especially not your employees. There were 4 customers on Saturday who had a temp of 100 or greater. They were not allowed in the store. I felt that your employees did the right thing by asking them to come back another time. Please continue keeping all of us safe. Especially your employees. T mobile Chris you're the Best. You were so helpful and knowledgeable about your companies products. Good job.Keep it up. read more

Very friendly customer service. I switched from sprint over to T-Mobile and right away the people inside this store made a big difference. They make you feel like a good family friend compared to a customer or just an account number. Very happy. And a big shout out to Vic. Great customer service and didn't force us to buy anything. And made sure to answer any and all of our questions we had. I never thought I would have such a great experience at a cell phone service store. Thank you T mobile for hiring great people. read more

Needed to upgrade my phone and Chris was an amazing sales rep. Waited in line for nearly an hour because there were only 3 workers and everyone in front of me had serious issues that took a long time. But Chris assured us in line we would be seen and showed great customer service. Once I was inside I was out in 15mins. Highly recommend this store and T-Mobile corporate should be giving Chris and the whole team there accolades and raises for the amazing work. read more

Thank you so much to Taylor and Sheena for their help upgrading my families phones. The store was quite busy, and it was just the two of them, but they did such a great job and were so friendly and helpful. :) read more

Worst experience ever, 4 mos ago, I had been loyal customer to metro for years and was pleased but happen to be in area and wanted info on a T-Mobile hotspot I had as I wanted to connect for kids. Well one thing and another they couldn't connect hotspot they offered home Internet for 50$ and got "free" tablet so decided add 2 tablets they also said promotion had Netflix free included. Only pay monthly 25$ per tablet well luis helped to finish the process that Silvia the assistant manager I believe was her name as she had gone to lunch or vice versa but whoever was first to help or not never checked my phone number to make sure it was not locked, yes I should have known maybe, but they're the experts.. well they took my number from metro without firat making sure it wasn't locked, so I had to call and go to metro to get codes. Well they had me going back and forth blaming each other.. well finally the only option was to sell my metro iPhone which was locked and 50$ dollars off to pay off but at this point couldn't stay with metro unless payed another activating fees and with T-Mobile needed a T-Mobile phone or trade in for .. T-Mobile offered a phone paying only 1.80 monthly.. or around that amount. I wanted or signed up for voice, home, and 2 tablets went home and bill came with home, voice, 2 tablets and for like 273$ when it had to be about 75$ for cell, 25$ each tablet and 50$ for home. So it turns out my bill has somebody else address plus my address, my router has somebody else's name named Serena when in fact that's not my name, I call 800 and they reset and my name comes out in router then again the name Serena comes out, plus I have 2 extra sims connected to my account which I don't have. As Luis was having trouble connecting and helping . Well I'm trying to get out of T-Mobile now and in order to get part away from tmobil I had to pay 400$ to release or unlock tablets as thats what "free" means and $1.80 monthly dor the iPhone need to pay $580.00 to release phone if i want to close account. They said no contracts but guess what they're is a contract if want to get out need to pay almost 1k to not owe money! I would rather a contract and read the fine print than for someone tell me no contract but still need to pay. Also the assistant manager Silvia said Netflix was included it's been 4 mos. And no Netflix I don't have time to be going back and forth well today I found time since it's Christmas, so I call 800 number and they said I never even qualified for Netflix meaning Silvia the assistant manager lied about qualifying for Netflix with devices I had, since 800 number said I only qualified if had 2 voice lines which I never had but was promised that was included in promotion plus Silvia gave me a business Internet for my home and swore it's the same as home .. it was probably to make sure for those extra sims that were on my account all of a sudden! Wish I never turned to T-Mobile since day 1 nothing but trouble and extra charges.. and even worst 800 number has nothing to do with what goes on at store as far as promotions or customer service they are not connected!! I have to add a star in order to proceed.. or I would put 0 stars!!! read more

Came in today for an upgrade for an iPhone and was met with the nicest salesman. Chris was absolutely amazing, got everything done in a timely manner and was incredibly sweet. Amazing salesman and Will definitely be coming back. If I could give 10 stars I would. read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Pasadena, California

Hours says it closes at 9 pm. I came around 8 pm but they already locked up. Worker saw us through the window, but did not come to explain why they were closed. read more

I went in today to get an Apple Watch. Much needed for me especially since I'm going on vacation. I was helped by the manager Sheena. She was extremely knowledgeable with the product and very professional. Service was fast and she got me right on my way. Pricing remained the same as when I spoke to the telephone customer service. She adjusted the amounts for me quickly because I wanted to put more down than just the taxes. Conversation was great and she was friendly. I recommend going to this tmobile. If the manager is this great, I'm sure all the customer service reps are great ! read more

I switched my service to t-mobile and I don't regret it all thanks to sheena! Thank you for your help.

I am beyond upset. I walk in to buy a phone cover. Representative Augie starts pitching a promotion for a new phone upgrade. Long story short. The promotion was not what was promised. I was told I would get a $425 promotion right away plus a $175 in-store promotion, totaling $600 immediate credit. I would then pay just pay taxes on the phone and my monthly installment of $15/mo for 24 months. After they run my card and give me a receipt. The number's were wayyy off. I bring it to Augie's attention. He straight up lies to me and said it will autocorrect within 24 hours to reflect what was promised. Bottom line. I am now stuck paying $32/mo for 24 month. Double what i was promised. and I never got the in-store immediate credit because there was no such credit. I wrote the the CEO of T-mobile, who actually wrote back. Promised recourse. But we'll see whether it happens or not. To top it off, Augie royally goofs up my online access to my T-mobile.com because he was trying to pitch a monthly internet service.... and now i cant even access my online account and T-mobile can't figure out what the heck was done!!!! I've wasted probably a good 15-20 hours on this mess. Been a loyal T-mobile customer for over a Decade. But i'm shopping around. AT&T seems very enticing now. read more

Bad, bad, bad customer service. They don't know how to value other people's time. They stopped helping the customer just to take some "SELFIES" together. I'm serious, they did take selfies together in front of the customers. Very unprofessional! read more

Went in to switch my family phone line over to T-Mobile and they made it so easy. I've revisited a few times when we've upgraded phones and they helped me transfer over everything. Usually plenty of parking and helpful staff. read more

One gentleman whose name escapes me but end to my needs and he was so helpful and it felt like he was genuinely concerned for what my issue was. (I was returning a phone I had received as a gift). However, Alberto or Roberto I truly can't clearly can't remember his name was the most detached and impersonal person I have dealt with at a T-Mobile location. He stood and front of me and ignored our presences and when I asked questions he answered with as few words as he could find. When he was finally done processing my return after about 10 min he had someone else explain the terms to me. 2/3 of the employees were very nice and attentive but the previously mentioned needs to work on his customer service as that is HIS JOB. If you don't like people dealing with people don't work the service industry. read more

Today was such a pleasant experience. Chris was so helpful and attentive. We decided to switch from Verizon to T-mobile and we are so happy we did. Although it is Mother's Day and they are so busy with many people waiting outside Chris has not made us feel rushed at all with many questions and special requests. Chris is a stellar employee and a true asset to T-mobile and this location. read more

T-Mobile Authorized Retailer - T-Mobile - Mobile Phones Near Me - Pasadena, California