I stopped by this TMobile store inside Westfield Topanga mall on the second floor last night to look at the Samsung Galaxy S25 phone. I'm debating if I should upgrade my current Samsung Galaxy S23 phone to the latest one out or just wait for the new model coming out later this year. When I walked inside the store, a worker greeted me and I just told him I wanted to look at the Samsung phone. They didn't have any good deals going on right now so I just played with the phone to see how it interact. The same worker came and ask me if I had any questions and I told him I didn't so he just left me be. I was able to check out other phones as well in the store but if I was to upgrade then it would be Samsung. The store is small so they don't have much stuff inside. I didn't have a bad experience here and I been a T-Mobile member for over 10 years now. read more

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TERRIBLE customer service! First AJ changed our plan without our consent & when we went in to question the change he had a horrible gaslighting attitude calling it miscommunication; not true at all. We never presented our IDs and they can't make changes to any account without one so, no AJ, that is not miscommunication. We told him we felt taken advantage of and he replied "well you're getting your money back now". Same day we spoke to a manager about upgrading plans and she said if we upgraded plans, we receive $1,100 in credit for our phones. We go back in 2 days later wanting to upgrade with the deal the manager told us only to have another employee tell us the $1,100 deal never applied and our trade in value was only $800. Every single time we come to this store it's "miscommunication" when in reality it's employees lying or withholding information just to make a sale. I suggest avoiding this store completely. read more

The customer service at this store deserves a zero. Even 1 star is too good for them. I see Toto C's review of an employee, AJ, at this store a year ago. One whole year later AJ's still the same. I'd like to give him the benefit of doubt. Perhaps he has not been trained properly. Make sure he gets trained or he attends some classes on customer care. read more

I went today to trade in my phone that was damaged for the new iPhone 17, it was such a quick and smooth process! Best store for t-mobile customer service I've been to so far, they did a great job! read more

I had a bad experience with this store. I came to this store hoping that they could assist me with getting a new prepaid shipping label that I lost from them. During the process, the salesman was trying to get me to upgrade my current plan to a more expensive one. I'm already satisfied with my current plan so I rejected. Turns out they changed my plan without my permission anyways and my bill was a lot higher than what it should be. Stay alert that they don't make unauthorized changes to increase the payment on your account. read more

My non-techie mother was visiting from another state, when her phone began making a crazy loud noise which seemed to be random, but was most regular when a text would come in or whenever the phone would be restarted. We had to run by the mall to pick up a late Christmas gift and saw the T-Mobile store there. We decided to take a chance and see if we could get somebody to assist her. There was only one person in line ahead of us and then we were called up and assigned to a super nice and helpful young man. He gave us his card so I can even tell you his name - which is Josue Yanez. Mr. Yanez didn't give us any hassle, answered all of our questions in a way that we could understand and most importantly, was able to order a new phone for my mom at no charge (turns out she had insurance)! He got the new phone sent to her at the store nearest to her home and he helped her get set up for lots of different (Free) T-Mobile perks that she didn't even know she had. He was friendly and courteous and my mom was thrilled with his help. Thank You Josue! read more

Joey the salesman in T-Mobile store next to Macy's inside the mall he is very good very knowledgeable; he helped me solve my new iPhone iCloud problem that Apple store itself couldn't help me I highly appreciate his help and patient thank you very much Joey read more

I had a bad experience at this T-Mobile store. I went in to trade my iPhone 13 Pro for a 16 Pro. The employee named Joey didn't explain my options clearly and pushed me to buy an iPhone 14 at half price -- but only if I added two new lines. Later I found out the total cost for those lines was $35/month, and canceling them would void the discount. When I tried to return everything, they said I had to call customer service. Even though I didn't use the phone, they still charged me $70 for returning it. I ended up losing about $100 and a lot of time. The staff, especially Joe, were more focused on selling than helping. I don't recommend this location. read more

Ryan is a rockstar. He was very helpful. My phone was cracked and so was the screensaver and he was very supportive and helpful. I will definitely come here again if I need support. read more

Zero Customer Experience Rating for AJ - TMobile rep from Westfield Topanga Mall, Los Angeles, Ca. Three times I encountered this TMoble Rep from Westfield Topanga Mall, Los Angeles, Ca and the experience was just rude and traumatic. The first experience was a roughly a year ago. I came in the shop and he was standing by the door. I inquired about upgrading my phone and he was impolite and sounded not interested to help me, he simply said, "ok choose your phone in the displays" and did not even offer to open my account. I dismissed the experience and went out of the shop discourage about pursuing my intention to upgrade. I never forget his face. then almost a year later I went back with my wife to ask about the status of our account (how much we pay monthly, are we eligible for upgrade etc) the first thing he said to me was "you don't know how much you pay on your bill? sounding sarcastic and irritated that i requested him to open my account. I let that experience go because i was tired and in a hurry. the third encounter with AJ was today Nov 17, 2024. Two hours ago. And it was horrible. We came in with the intention to upgrade our phones. He opened our account and told us that we need to pay our overdue bill first. We were surprised of the unpaid bill because we thought we are on auto debit. But he said sarcastically "No you haven't paid last month's bill". that what it means by "overdue" sounding like we don't understand what the word means. So this finally into me and reacted with all the bottled feelings i have had in the previous two encounters. I told him this is the 3rd he has been rude to us and he accused me of making up stories and of raising my voice. And he said he has the right to refuse service and told us to leave in front of all the customers. He is a liability to your brand. The lady representative who was beside us was not helpful either. I know the shop is closing for the day but that is no reason to be horrible to the customer. This experience is not acceptable. read more

Stopped by the mall today to get my son a phone. Was hesitant to purchase from the T-Mobile store vs the Apple Store but decided to give it a shot. I was promptly greeted at the entrance and was immediately handed off to Ben. From past experience at the Apple Store (and cell phones stored in general) I was expecting the process of adding a new line of service to my account to be a lengthy one. However when I asked Ben how long it would take he said about 15 min! I told Ben what I wanted and gave me all the information I needed to make a purchase. Ben was very knowledgeable about the products and services and made the process very easy. He got me a new phone, phone case and screen protector (he installed them all perfectly) in less than 20 minutes. He even explained how much I would be paying and let me pick my new phone number. If you're in need of great customer service, go see Ben at the Topanga Plaza Mall location. Thanks again Ben! read more

In reading the reviews for this particular location, I can see that things, including the attitude of management, have not changed in the last 4 years at least. Granted, nearly all businesses in every category have been severely lacking in proper customer service since the pandemic and we've all been woefully treated over the past few years but the issues with this particular retail location appear to be from even before 2020. I wish I'd read these reviews before stopping by this past Monday to upgrade my phone. My family and I found the sales rep who I had the misfortune to be stuck with, Ajmal, to be condescending and arrogant. All of our questions were met with contempt and condescension nor did he let us know of any of the current deals they were offering. It's apparent he thought us clueless and stupid, and he was clearly more keen on getting his commission for the sale of my phone and tried to sell me a case and screen protector instead of actually treating me and my family with any kind of courtesy or respect. I also got the impression we were being treated this way because I'm a woman and my family was all elderly. Or perhaps because we're Indian. There was definitely something - or somethings - off. Looking back, I wish I'd just walked out and gotten my new phone from any of the other many retail locations in the area. Which I will certainly do in the future. It should also be obvious that I declined to purchase a case and screen protector from this location - for a start, I wasn't inclined to give him any more of my money with his attitude and second, everybody knows you can get these items for a lot less on Amazon. (Insert eye-roll.) Yesterday, I received a text asking me to survey my experience there - which I was happy to do, thinking perhaps that management may care. Again, my mistake. I received the standard, political, and insufficient e-mail response from the retail location manager which illustrates how little they care and will likely do absolutely nothing to fix their employees' customer service skills. So here I am, writing this review to warn others against visiting this location. Unless you like being treated like a lesser-than-human being, of course. read more

T-Mobile - Manager's Response - Mobile Phones Near Me - Canoga Park, California

T-Mobile is advising us that our device trade in's have not been received, although they were returned weeks ago in their shipping boxes. They "forgot" to apply a device trade-in to one of our lines and we had to return to the store and it was applied to the wrong phone. I have spent hours on the phone with them just to be given different information every time, incorrect tracking numbers, etc. This is clearly intentional on their part in order to avoid our $630.00 trade in credit and we are now being billed an additional $2,200.00. This is all a scam and we are in the process of filing a lawsuit. Do not trade in your devices by mail, leave them in the store and obtain a receipt. read more

Poor customer service. Act like your will pay for something because if not, they will not be interested helping. Was seeking assistance to get my phone to work faster and info on where or how to free up memory...the lady seemed lazy, uninterested and impatient when there were no customers at all. I know a lot of people that have similar experiences with this location. In an age of reviews, social media and sites like yelp and Google, you'd think they'd make some effort. read more

Pretty weird store. Just came in at exactly 2:55PM on October 18th 2024 and I wasn't even acknowledged.. I know for a fact there is a check in process and the person didn't even ask me anything. I came into the mall, parked, especially on my 1hr timed lunch break to pick up a 16 Pro Max (they're currently highly demand and this company rudely does not hold onto the stock..) so honestly came to the conclusion it's pretty impossible to pick one of these iPhones up. Will likely switch to Verizon as this was my 5th experience. Ryan over the phone, was pretty cool and helpful. read more

came in for a sim card because my phone had been showing an error message and the process was fast. liz was super helpful.

They were helpful at the beginning,specially the salesperson, but as soon as I said that I don't have signal and needed to return the device and cancel my service,they said that we cannot return!!! However the customer service said that we have 45 days cancelation,and the store said no!then customer service gave a 90 days return since I'm not happy with service,still the store didn't accepted that! When I spoke with customer service they said that they are not following the rule! Not recomening read more

I had a special need and request and that was transferring my existing number to a new phone that I had bought from Walmart. I also needed to get a new number for my old phone. Yazmin Cerros patiently helped me with smile and helped me find an ideal new number. I am super happy with her positive attitude, professionalism and patience. I won't go anywhere else for my phone needs. Thanks Yazmin. Dr. Kay Sobhe, Certified Rug Specialist, Certified Rug Appraiser, Rug Ideas (since 1953) read more

I want to thank Giselle, Rigo, Jessie, and Sales Representative Chris from Customer Service who helped me out today! I had 3 things to do and they set me up for success with billing, rewards, and education. They helped me with that my plan and device! I walked in with fear that I wasn't going to have a resolution but they made it happen for me! I'm thankful! Thank you guys for everything !!!! read more

T-Mobile - Store is clean and they are knowledgeable. - Mobile Phones Near Me - Canoga Park, California

Amazing support. Special Thanks to Giselle for her proffesional costumer service and fast solution

Thank you Topanga T-mobile crew for helping me get the answers I needed in a timely and efficient manner!(: I figured I would pop into T-mobile instead of the Apple store as they always require an appointment for anything Apple related. I was quickly appointed over to AJ after speaking to the person who greeted me as I came in. After AJ was able to answer all of my questions and concerns with my iPhone, he was kind enough to help me attach a new screen protector. NO BUBBLES! It was a quick stop which would normally feel like a longer stop elsewhere. I myself work in customer service and these guys did an amazing job all around! Lots of respect to people in customer service, especially after the pandemic! We made it! Thanks so much for all of your assistance, Topanga T-mobile! read more

Please look for Simeon Fobbs!! He deserve a big raise and promotion as a supervisor !! His knowledge and patient to customers is 2 thumbs up !! Please give him a raise T-mobile!!!!! read more

Staff was very welcoming, everyone was very friendly. The associate who assisted me with my phone upgrade was Alexandre. He has great customer service and a great attitude. He answered all my questions and was very knowledgeable in the products I purchased. He went out of his way to find the best deal for my service plan. He went as far as taking time to teach me the new features on my new iPhone and I watch. 100% would recommend any one to come to the Topanga Mall T-Mobile for all your cellphone needs. Right next to Macy's. In addition to 5 stars, I also give the crew two thumbs up! read more

Came in to cancel a prepaid account to help my niece transfer her number. Went to the apple store to purchase a phone. Check in Rep was lacking in Customer Service. Went back to NATALIA who did an awesome job helping us! Please look for her if you are in the market for a phone or anything T-Mobile related. read more

Honestly, after having THE absolute worse experience with customer care on the website, the app, and phone... I am extremely grateful to the guys at this store this morning, in particular to Lorenzo V. (I believe that was his name), he was extremely patient and helpful throughout the entire process. Customer support basically threw the issue at the corporate store when online and over the phone customer support has more capacity to handle issues than the store does. After 18 years with Tmobile, I can say it has definitely gone downhill, and I will likely look into switching carriers. It is unfortunate that their store staff has to deal with the ineptitude of online support. However, the help these guys try to give the customer is amazing, even with the lack of support they get from the corporation itself Another rep at the store was helping another customer with an issue and HE got hung up 4 times by their own phone customer support! T mobile NEEDS to do better! Otherwise, great employees like these will leave and so will the customers. read more

Idk what Ty down the list was taking about but Kimberly went above and Beyond to meet our needs. We came in to look to upgrade a phone and with her help gave us more than enough information and service to meet our needs. She was thorough with giving us the best possible phone plan and insurance and her attitude was amazing. She's someone we'd want to help us out in the near or distant future. Do I hear a RAISE .... whoop whoop ! read more

I was here 2 days ago. One of the best experience with MOBIN IN THESE 4 years ago with T-Mobile. He is so professional and patient. He gave me very good deal. Thank you MOBIN. read more

The guy working 11/7 3:40 pm is the first person to actually put a screen protector on for me and it not bubble so this is for him

We needed to return a phone and employees at another location (Victory/Owensmouth) were very rude not only to us but to other customers as well. So we decided to pass by this one and had the best experience with a t-mobile team so far. Ben helped us solve our problem in a few minutes, was very polite and generally left a great impression. From now on this is our favorite store. read more

Absolutely horrendous customer service from the manager, Jocelyn. Was having intermittent screen problems with a brand new samsung phone. Went in once and they said to come back the next day and they would replace it. Went in the 2nd day, and Jocelyn said there was no problem with the phone and she would not replace it. Worked with tech support to reset the phone. problems kept occurring. Showed Jocelyn but she refused to believe that it was a problem. Tech support said to replace the phone but Jocelyn refused. She insisted I was wrong, and she would not even speak to her own company's customer services, who said for her to replace it. Went to another T-Mobile store, and explained the problem. They called Jocelyn to let her know it was a faulty product. Even though the 2nd store manager proved her wrong, she could not admit that she was and said that I was not welcome there. So the new store replaced it no problem. She could not admit her own mistake, and felt it more important to ban me, than to do what she was hired to do. Support their customers. I would not reccomend this store to anyone. Better yet, go see the guys at the T-Mobile store in the village. They CARE about their clients read more

This was our first great experience with a mobile phone company. Jesse and Ivan went ABOVE & BEYOND for my family & I. They were diligent, courteous, professional, & honest, very rare for a phone company these days. We received the phones that we wanted, with several different suggestions. We spoke to Pablo & Jessica, the managers to let them know the efforts of Jesse and Ivan. TOP NOTCH CUSTOMER SERVICE. Highly recommend T-Mobile Westfield Topanga. read more

I have never been treated so terribly by a MANAGER before. I came here last year to get the iPhone 7, and went back last week to get the iPhone X. The manager (named Hunor) remembered our family, and instead of saying "Hi, how are you," he said "oh yes, I remember the princess." By no means was our first experience there bad, I didn't throw a tantrum or wear a crown, my dad just got me a phone, and the manager decides to deem me a princess. Ok then. This time, I came in to buy my own phone, and the manager then asks me "Do you even really need the new phone? There's no real difference in the new one anyway." I couldn't believe I was being asked to defend my purchase to someone who should be selling me this phone, but I politely explained the new features were exciting to me. I bought the phone, and then an associate tells me it will take half an hour to transfer my old phone to my new phone. I said ok and left. When I came back in half an hour, and my phone is hooked up to some machine to transfer files (never seen one of those at Verizon). The manager tells me "Did you know how many files you have on your phone? You have 30,000 pictures. That's why it is taking so long, ALL of your files." I didn't understand the judgment, considering my phone was only using 30 gigs of storage, but I said ok when should I come back, and they said half an hour. An hour later I come back, hoping everything will be uploaded. Now theres an old IBM computer hooked to my phones, and I am beyond confused. They told me the last machine they used to transfer my files was broken, so they are using a back up and needed another hour. I stayed cool during this entire experience, and I said alright, one more hour then. An hour later I get a call from the store on my boyfriend's phone, saying I have 60 gigs worth of "encrypted files" and would need to upgrade the 60 gig phone I bought to the 128 gig phone, and pay a 50 dollar restocking fee for the change. Now, I was angry. I went into the store and asked the manager why I am being charged this fee, when it is not my fault the manager said "the 60 gig should be enough for you" upon buying the phone. I then look at the old IBM computer, and see they are using itunes to transfer everything. I ask the manager and the associate why they are using itunes instead of doing a Cloud transfer of my files? Neither of them say anything, but condescendingly explain to me that regardless of the transfer process, I "lied" to them about my encrypted files. I asked "Is there any possible way the issue could be YOUR transferring system, and NOT my files?" The manager at this point leaves and tells his other associate to deal with it (the associate setting up my phone from earlier was gone by then). I then grab my phones, and said I'm going to try this for myself. What do you know, within ten minutes I transferred all 30 gigs of my files (none of them encrypted) from my iPhone 7 to my iPhone X. The associate apologized and said he didn't know why that wasn't their original attempt to transfer everything. The manager eventually comes back out, and just stares me down. I told the manager "It looks like the issue WAS your system and not my phone and the 'encrypted files.'" He didn't say a word, just angrily glared at me. Very unprofessional, and just plain rude. But on the bright side, this "princess" has a new phone. read more

Zero stars rating for billing and communication. For first three months service, was overcharged each month. In spite of correct amount on statement, credit card was charged $40 extra per month. Good luck trying to get someone to correct problem after hopefully getting live person. buyer beware read more

Came here yesterday- never again. The lady helping me was as nice as she could be, but this was the first HUGE problem I've come across at Tmobile and they did little to nothing in the store to resolve anything. My sim card was really old so they deactivated it and told me to come here to switch my old contacts to the new sim. Well, turns out the people in tech support need to relearn their shit, because upon coming here they told me they made a huge mistake and now there's nothing they could do. 10 years of contacts, work and friends, down the drain. When I asked for some kind of reimbursement, I had to wait while they called customer service and they only offered me $50 off the next bill for my troubles. I guess that's all I'm worth to them. Left extremely upset. So this is not as much a complain about the store as it as about the company... however, I will not be returning here. The other customers in the store were pretty pissed off with different problems. Even when I called to get the hours, the person who answered the phone sounded annoyed/angry. I'll go somewhere else next time for customer service. read more

Customer service here in okay. If your paying cash bring exact change as they won't have any. On a previous visit to pay my bill they ask me togo get the exact change. I refused and had them get change from i don't know where. My visit yesterday was funny... For some reason there systems were really really really slowwwwww!!! I had to wait for about 10 mins to find out the transaction did not process, so i payed cash. To my surprise this time they had change. read more

I'm always nervous nowadays spending too much time anywhere during COVID. But my trip to the store today was very friendly and safe. Following social distancing guidelines, the store was also very clean and I witnessed sanitization. Natalia helped me out and and the transition to a new phone was easy! Thank you all for being safe and accessible during these times! read more

John and vanessa were horribly disrespectful not with me with someone behind me in the line then they tried to let him go before me by telling me they don't have the phone i want and they justtt ran out 2 minutes ago. I just called another t mobile location and left that place sucks read more

Mobin was so Awesome helping me to transfer over to the great Senior Magenta Max T-Mobile plan!! He was So patient and kind to me as a senior customer. This is the only T-Mobile store I will go back to if I ever need to. I love that it is located in the Topanga Mall. All the help in that store were so nice. But your call in customer service is awful depending on who you talk to. But Mobin guided us an fixed everything for us to get transferred. All the other workers in the store were nice too! read more

Not happy with our experience today. I was having my sons screen replaced in the mall by a reputable company which came out great. Took it to the T-Mobile store and was honest to tell them I had it replaced. They looked at it and said sorry we can't do the exchange. They barely looked at the phone and said no. I can see why the have such bad ratings at this location. Took it across the street to another T-Mobile and they looked at it and said it was totally fine and was able to upgrade the phone. The old lady who is a manager with a smirky look is the one who denied the exchange. read more

This store has been great. Areli got me my upgrade with no hassle and connected everything for me. Thank you very much!