I called online customer service about an issue with my phone. After doing all they could, they suggested going to a t-mobile store. Haven't been in a t-mobile store for over 2 yrs cause of customer service. They're either aggressively trying to get you to buy something, rushing you to get to the next customer, or don't want to help you cause you just want to pay your bill. Back then, I wasn't into online payments. Now I am. Anyway, went to Waianae t-mobile, and the young lady who helped me, Zanna, was her name, was very awesome, very patient, and very professional. She made me feel like, "No worries, I got you, Aunty." She wasn't rushing, wasn't bothered, wasn't worried about missing another customer. Felt like she was focused on me. Well, that's how I felt. We solved the problem with my phone. But then I asked her about some products. Then Zanna worked her magic. She explained what she was doing for me. I may have asked her to explain to me what she was doing multiple times. Zanna explained to me multiple times what she was doing. Very patiently. She took her time with me. Because I told her that I wasn't technically inclined. She was very understanding. After all was done. I purchased 4 products, 3 went home with me, and 1 is coming in the mail. Everything I bought, I very much need. Zanna didn't talk me into buying them. I did tell Zanna about my bad experience with customer service. Back in the day. But after today's visit, I was very glad I came in. Customer service went from 40% to 100% good, for me. Thank you, Zanna, for an awesome experience. read more

I came to the store front location to have them fix a pop up that I could not get rid of everytime I turn on my phone. So I showed the guy what it was, he does something to it and then hands me my phone. I asked him did you get rid of it and how. He said he went into settings and turned it off. I turned on my phone and here it is again. I told him it didn't go away. He gives me a lame excuse "when a phone is old, it does crazy things, you need a new phone". Oh? I like my phone and I am not ready to spend over $1k on another phone. I also have a business account that supports 4 phone numbers, right now I have 3 so I wanted them to put in the 4th in my laptop. He tells me they cannot put a number in a laptop, it can only go on a cell phone. I told him my laptop has a sim card slot so it can. He denied that it cannot be done. At that point, I knew this guy did not know what he's talking about. He acted like I interfered with his time since he was outside chit chatting with another coworker. Maybe someone else in that store knows about customer service, apparently this guy does not. I actually googled the pop up problem and AI helped me trouble shoot it. No more pop up. I'm going to the mainland next week, I'll have someone install a sim card for my laptop. I've liked T-mobile since I switched, unfortunately they hired someone too lazy. read more

Amazing People, with new hires helping out. Extremely knowledgeable and was in line, at the counter and out the door! With a solution to my problem successfully full filed. Aloha read more

Zanna was so helpful. 10/10 recommend! Patient, smart and fast. Had a problem with my phone and got it fixed faster than a blink of an eye.

Zanna was very helpful towards me and excellent reviews too!! I always valued T-Mobile because they are the one company I can rely and have good services read more

I'm on a business account , i went in just for a replacement sim , I didn't need them to activate anything or do anything else for me That I or my boss could of just did ourselves on the tmobile app. Everytime i go to this dumb ass fkn store they always give me fkn hard time. No other tmobile store on dis island give me da kine hassles and issues like dis fkn store. Like pulling teeth to get them to give good customer service. That's why their store always empty .... they good for nuttin even in waianae. Tmobile needs to either find new employees or shut this fkn store down I don't even want this fkn service anymore because of this fkn store They are that fkn bad. read more

I went to the waianae store and was dismissed after receiving the wrong information Went to the Kapolei store and was very well treated and taken care of read more

**Save your time and go to Kapolei** This location has terrible customer service. The employees are lazy, unprofessional and have not been trained adequately, particularly Shawnee with the tattoos and the gold chain. Upon entering the store all five staff members were on their personal phones, and the one manager on that shift was the only person helping a customer. They are rude, overstaffed, and unknowledgeable. I really don't enjoy giving bad reviews but this information has to be shared, in hopes that some kind of change can happen at this location. We expect love, aloha, and community from our people here on the westside, yet what I experience in this store is the opposite of that. Do better. read more

I usually only visit this T-Mobile on Tuesdays because of T-Mobile Tuesdays and usually do all my phone banking or payments online but this story never seems to amaze me most of the time I come in it's pretty busy there was one time I came in and no one was in there it was surprising to me I wonder if everyone else in the back or maybe on lunch but anyway I stayed there for about 5 minutes until someone actually came to assist me. This most recent time I visited I patiently waited until someone was available then I asked about the T-Mobile Tuesday he said sure that the item was still available it was at this point it was about 11 in the afternoon and he went to the back to get the item instead of doing the normal just scan my phone and give me the items he actually took me to the register she asked me for my number and it will put it in the computer he saw my account and asked me if I ever looked into having a different plan I politely said no I've been with T-Mobile for over 10 years and he said you look like you're paying too much I said there is no way I'm paying too much I'm grandfathered in existing plan that I've had forever he said well I can go and look for ways to save you money and he said you should actually add a line that way you can don't worry about having overage in data. At this point I was overly annoyed so I told him I didn't have time and he said well when you do come back and we'll look over it and I laughed again I will only be visiting this location because it's right down the road from me and I get my free stuff every chance I get. read more

T-Mobile Authorized Retailer - Tmobile Tuesday - Mobile Phones Near Me - Waianae, Hawaii

First time in this location and was instantly greeted by a great staff of workers. My questions were answered without hesitation and my earbuds were returned without any problems. Mahalo tmobs why....a naiiiiiiii! read more

Although I completely understand it's covid but upon arriving it had one customer Instore 4 employees we were told by a very rude female that we needed to wait outside, which we didn't mind but then a worker comes out and says you guys can come in now. So I ask why were told to wait outside, he tells me they need to follow protocol cause they can only have a limited amount of people in the store, need I remind you no one walked out. So I ask him who walked out cause I didn't see anyone walk out, for us to walk in.. Then as I finish paying my bill I look up at the female who told us to wait outside n she's literally giving me the ugliest n rudest looks and literally watches us All the way as we walk out read more

T-Mobile Authorized Retailer - An empty store but we was still told to wait outside - Mobile Phones Near Me - Waianae, Hawaii

Me and my fiancé were helped by Kody, very fast very friendly and was able to answer all my questions! Thank you Kody!

Unfortunately yelp doesn't allow NO star rating. I stop by at this location since I was in the area visiting my parents and I asked for the X max pro. It was brought out to me but as soon as I said I wanted to jump/trade my phone in they said I couldn't because "this" branch couldn't and gave me the run around. The entire time the girl with the dyed blonde hair with all the tattoos was EXTREMELY RUDE!!! She told me Kapolei Common had 2 left and they could do it there. Kapolei common location was SUPER NICE!!! Their entire staff was down to earth and kind. Had a wonderful experience there and I got my X max pro. Drive the extra mile and get good customer service and go there instead! read more

They only had two people working and they wasn't really nice. Had four people waiting as the two were activating lines and putting on accessories. This place is not worth coming here! Unless you can wait about thirty minutes to get service.. This place is a joke.. #justsaying read more

I went to this store to exchange my phone because T-Mobile send it there. Went in told them I'm picking up my exchange phone . They said it wasn't the another worker said did you get a text message saying it was delivery here I said no, I contacted T-Mobile & they told me it's at the store.. The work then said if you didn't get a text then it's hasn't been delivered.. Fckn irritating why I have to wait for the text wen customer service told me it's at the store.. I don't like this store .. Bad customer service . No greet you wen you walk in make me feel uncomfortable and unsecure.. Better to pay my bill at kapolei T-Mobile a lot more welcoming & awesome customer service ... read more

Came in today to replace screen protectors! Napono hooked it up with great customer service paired with speedy service! Thanks so much!

Yesterday I visited the Waianae branch and a young lady by the name of Sherine Quintal helped me ... realizing I was not tech savvy ... she was very kind and polite and extremely patient ... taking the time to explain everything to me. She helped me fix my apple id and password ... as well as ... download my info off my old phone to my new phone ... which by the way ... was not even purchased at their store ... I am very grateful for her assistance. read more

After having a wonderful dinner at saito and pho my fiancé and I decide to walk over to T-mobile to see what they had to offer, as we were thinking of upgrading our cell phones. We walk into the store at approximately 7:25 without any greeting or recognition that we were there. Not even a "we'll be right with you". So we decide to browse the very limited selection for about 10 minutes and realize I have to pee. We walk back out of the store at about 7:36, I head back to saito's, handle my business, and walk back to the store ( FYI it's only 2 doors down, takes about 5 seconds to walk back) only to find the female employee locking the door! As I see her walk away, I give a tug on the door just to see if maybe I was mistaken and both doors open with her keys still in the keyhole( apparently she forgot to latch the bottom of the left door). The female employee comes over to the door and tells me that they are closed as I explain to her that I was waiting patiently early but left ( for 3 minutes) to use the restroom. She gives me this "oh well" look and tells me that they only have 2 computers (in other words " we can't help you") and she locks the door again. I've always known T-mobile to have excellent customer service but the few times that I've been in this store is beginning to change my mind about that. Like most others that live in Waianae, I'll just drive to the kapolei store. read more