Worst customer service ever. Absolutely unhelpful. Went into the store to do a phone replacement as instructed by t mobile customer service. Canceled my replacement while I was in the store as I was talking to T mobile as they instructed me to do. Had to start the whole process over again. A complete waste of an afternoon. read more

Stay away from this store. They are a third party vendor. My husband bought me a phone there for Christmas and I had so many issues with them trying to transfer information so they finally sent me to the Apple Store where it was done correctly. My husband also didn't really that as part of the promotion for the phone they opened a new line. I didn't want a new number so I finally went to the Tmobile store at the mall and they showed me the huge mess that was created by the sells reps at the Towne Center Tmobile, including 2 new lines. I also bought a screen protector there with a replacement warranty. When the screen protector cracked I took it in to be replaced and Tmobile wouldn't replace it because they show no record of it in their system. The reps at this store are either dishonest or just don't know what they are doing. Stay away unless you want to end up with a headache. read more

I really wish they let us do 0 or negative stars. This is the first time i have felt that way. We switched to T-mobile from Verizon about a week ago and I immediately started to have problems. I went to the store again this past Sunday to have them fix my two issues: (1) I'm not able to send/ receive group texts, photos, gifs, or videos; and (2) I have only 0-1 bars in my house/ SHITTY reception. The guy tried one or two things but then basically told me there's nothing they can do since I have the Samsung 7 and they have compatibility issues when switching over older models. This made me extremely frustrated because T-Mobile actively advertises to Verizon customers to get more people to switch over. But then when we do, they can't actually handle switching over unless it's the most recent phone on the market. This is confusing because I know they've been advertising and targeting other network customers long before the Samsung 9 came out. Ultimately, the guy who supposedly "helped" me at the store wasn't able to fix anything and was only able to send an email to tech support, whom I still haven't heard back from. Basically, my options now are to either buy a new phone or switch back to Verizon. And even though buying a new phone might be cheaper in the long run, I'm so pissed off with T-Mobile and the fact that I have to buy a nearly $900 new phone just to stay with them that I would rather pay more and switch back to Verizon. Conclusion: Frustrating experience/customer service and subpar service provider (at least for people wanting to switch over with phones that aren't the absolute latest on the market). UPDATE: I'm now also having trouble connecting to my regular Bluetooth devices.This is such a mess and T-Mobile is seriously pissing me off!!!! LATEST UPDATE: T-Mobile never called me back like they said they would, so tonight I called tech support and they basically just had me do the same 2 things that were done in the store before putting me on hold for 10 minutes and then hanging up on me, while I was still on hold. I called back after realizing that my internet/ service stopped working altogether because they had me reset something on the phone. I got hung up on another two times, so I spent more than 2 hours tonight talking to their tech support and got hung up on by them 3 times! Unbelievable! After this last time they hung up on me without fixing a damn thing I gave up. Seems clear their night shift tech support doesn't know what they're doing. All in all, T-Mobile is so freaking SHITTY!!!! It might be cheaper but the quality is way worse and it isn't worth switching to. read more

The store used to be good, especially when Rupali still worked there. With the new crew there the store has become a customer repellent. The female manager (her name sounds like "Yuseirah") is very rude and arrogant. She acts like she owns T-Mobile and Apple and is very far from being helpful. The other manager, Hector, is good. However "Yuseirah" is the worst, rudest and most arrogant manager of any kind I have ever seen. Folks, I can only recommend you to take your business to other T-Mobile stores in Cerritos mall, South St, Norwalk or Buena Park. read more

I came in for an upgrade and was assisted by Roman. He was such a gentleman and was so helpful, he explained everything thoroughly and asked if I wanted insurance on my new phone. If you come in and need assistance make sure to ask for Roman. If I could give him 10 stars I definitely would! read more

Horrible experience from management at this store. I will stick to the corporate store by the mall going forward... Fyi this location is a T-Mobile authorized dealer and NOT a T-Mobile corporate owned store. read more

Sara has to be the worst manager. Her customer service is zero. Very aggressive and condescending. Witnessed it with other customers as well on several occasions. I am about to change carriers due to the lack of help and service. Hector and the other employees are the only reason I am even on the line to stay with t-mobile. We were a brand new account and got the free phone promotion. Was told about the protection plan and said we did not want it. The bill came and it showed we still were on it and going to get charged for it. We went in the store again and they canceled it but we were still charged for half a month for the days we were still active on it even though we stated from the start we didn't want it. We come in to question it and Sara says there is no option to cancel it because we are getting free phones and we HAVE TO PAY. The employees have no option to cancel the add on plan even though that's what we were told. Sara then continues to talk down to us like we are at fault for it and keeps cutting us off when we try to explain things always saying there's nothing they could have done and that we need to listen cuz she is explaining to us yet she herself never takes time to listen. I hope t-mobile evaluates her with a secret shopper or something and puts her through extensive customer service training. Hopefully I'll still be a t-mobile customer. read more

If I can give 0 stars... this place would get negative 0 stars. Very bad service at this store. I've already complained to corporate regarding this store to be reviewed. This is first time I'm giving bad review. Experience here was unacceptable. I was here to exchange my phone that was ordered thru warranty. They went in the back and supposingly spoke to manager and to get the replacement phone. The girl who was working with me came back out and said we can't replace your phone right now because my manager has to look at your phone. She said there maybe something wrong and phone has to be in perfect condition. I told her the phone is good condition except for the internal problem that's why there was a phone sent to this store for replacement. She told me I have to come back have manager look at it first. She said manager is gone for the day. I find it odd she said that because Hector had told her speak to manager about the replacement phone. So what has she been doing in the back the whole time? Prior to coming to this store, I went to T-Mobile Store in Downey and they checked my phone and they were the ones to order me a replacement phone. I just told them I will pick up at this Cerritos location since it's close to my house. So this is the reason why I came to this store was to get my replacement phone that was sent. So besides my matter with my phone, my boyfriend was addressing his issue with his Samsung phone with HECTOR. Issue was the loss of speaker after getting off plane. He had recently bought the phone and was just addressing the issue with HECTOR. Hector on the other hand, kept being on his phone texting in front of us and brushed us off and telling my boyfriend he should talk to Samsung since it's a Samsung phone. Hector didn't bother checking my boyfriend phone nor did he even go on computer to check. Hector stayed on his phone texting. My boyfriend addressed Hector and said is there something more important to do on your phone than be helping customers. Hector then said he wasn't helping us it was the girl. The girl was attending to my phone in the back. Hector was the only one on the floor while the girl was in the back. So of course Hector was the only one attending to my boyfriend. Hector believes he did nothing wrong. This attitude on both employees and customer service is very unacceptable. There is more to this but I'll just say, This store lost our business. Soon as I left store I called T-Mobile to speak to corporate. read more

Max was great, helped setup my family with the best plan possible. I hope to see Max every time I'm there, will definitely recommend due to her! read more

If I have a choice to give negative I will do that, the employer is so rude and when I ask their names or who is in charge, they don't want to give out thief names and they told me they have nobody in charge , and non of them wear a name tag. Are they afraid of showing their identity because they harassed the customer. read more

This is not an actual Tmobile Store. They are a third party that has access to sell Tmobile products. I recommend to go on tmobile.com and search for a real store near you. Staff including manager are not trained properly. My husband and I were told by a employee name Heidi if we purchased a phone today we wouldnt paid for tax but only today. I requested to speak with a manager to verify the information her employer gave me and she denied that Heidi said any of that. The manager Sarah refused to give her last name. I called customer service to report the professionalism and misleading information the rep gave to my husband and I. Rep confirmed this is not an actual Tmobile store but just an authorized establishment. Safe shopping yall! read more

45 minute wait... five separate stores... issue after issue after issue ......so many commercials on the radio, but no staff to help people

When my family and I visited the store for questions, the employees were able to offer us excellent customer service. Even though it was busy when I got in, they took the time to let me in and explain everything. I recommend this store. read more

Never come here if you are Sprint customer. As I am a long time sprint customer it seems like I have no where to get help. Same guy told me last month the system is down so he couldn't help me same answer today again. T mobile just don't want to help sprint customer read more

Due to everything thats going on right now, I know it can get a bit crazy, but Rosalinda was amazing, OMG I can't get over how outstanding her customer service was/is. Not only did she go out of her way to explain step by step how to ship my old phone, she also explain and repeated how to work my new phone. Also thank you so much for helping me out with my sim card and memory card. Rosalinda you are amazing, thank GOD for people like you, also great job on how you multitask, having me on the phone and greeting people on the other side. Thank you for all your patience. This is the main reason I come to this specific location, for the customer service. read more

Big liars that will blatantly go against T-Mobile policy because they don't want a deactivation. Don't go to this store, the manager I spoke to was dishonest and ignorant. Even after showing them the policy straight from the T-mobile website they wouldn't help me. read more

Generally I have pretty good customer service here at this location.. but tonight I was very unhappy with customer service.. First of all, we have to stand outside which is OK.. but we my wife and I Finally got to the front and talked to Rep. I'm asking the Rep about upgrading to a new phone.. the young lady and there were 2 working seem to not have Knowledge of the phone I'm asking about then my wife had to wait outside while I went inside not knowing if she could come in or not.. then I was switched to another rep to help.. next time I will go online and deal with customer service there!!! read more

Great service from Rafael and was super transparent and helpful would recommend this location and the deals were great.

Went in to open a new line and was helped by Rupali. She was so patient with me and was understanding of my situation. She broke down the payments for me and answered every question I had... and I had A LOT. She got me set up quickly and stayed in touch with me to make sure everything was working well. A week later, I went back with my family and she helped us get my ENTIRE family switched form Verizon to T-Mobile. She changed out all the SIM cards and ordered our new phones. She also helped my family member who is out of state get set up with no issues. Again, she was very patient while my family was still on the fence on switching over, did all the math, explained who would be paying what portion of the bill. She just has stellar customer service and a very comfortable and easy person to talk to. 10/10 would recommend. read more

T-mobile store in Cerritos is a horrible customer service! Because I've waited for my order to be shipped for like one week and my mom didn't get charged yet. the stupid lady never call her back after 24 hours about to get her credit card fixed. The employee isn't doing her good job and need to get fired already. I won't go there ever again. I suggest you guys go to to T-Mobile at Buena Park mall, because they're very helpful! I finally got a new phone now. read more

Worst customer service I've ever had. I would give them negative stars. Manager was extremely unhelpful and didn't even place my order even though I did most the work for her (I was behind the counter entering my information because she never asked for my ID, I called 611 cause she didn't know how to order) while I did this she was on Snapchat. I called customer service to place a complaint and they asked me to obtain her id number when I called the store they told me they couldn't give it to me read more

Today my best friend came to make a purchase for a new phone because she had a broken phone. Rosalinda and Raj were definitely the BEST MOBILE EXPERTS. They were very friendly and had the best energy. I will definitely keep coming to this location because off them. They definitely deserve to be recognized for the wonderful customer service they provided. read more

I went there today for T-Mobile Tuesday in an attempt to redeem my free T-Mobile mask. The manager was very rude. I brought my usual two phones to redeem my free gift and was told I the promotion was restricted to one per person. I told the manager that this is incorrect because I have redeemed past events with two phones. She retorted back to me, "Do you want to the gift or not?". That is an inappropriate customer service response, even more since she is a store manager. I will not go back to that store or at least work with that store manager. I promptly went to the other T-Mobile store in the town center (formerly a Sprint Store). The employees there were much more engaging and polite. read more

I've been looking into purchasing a new phone and have been hesitant during this crazy time, but luckily Rupali was able to assist me and made the process quick and easy. I will definitely be coming back to this location for any future purchases. read more

If I could give 0 stars I would. The manager was sooo rude and disrespectful to me and another customer by me. Thank you Rogelio for making this a breeze for me he was so nice and patient and helped me with everything I needed I'm very thankful for his service. As for the manager "Sarah" I don't even know if that's her real name because when I asked for her name she said she didn't have to give it to me because she was off the clock. Obviously she didn't want me to get her name because she knew she was rude. She should be fired. The way she talked to me was terrible from the start when I opened the door. I called 611 and they were even confused why she wasn't there to help or why she was being difficult. Terrible manager please get a new one. I will not be going to this store ever again. She should not be the face of T-Mobiles manager. read more

Wow Raj Patel! What can I say? This man was amazing! I came in didn't know how to use my iPhone and I asked him maybe 15 questions! Not once was he rude but thought me a few extra tricks as well! Great man! Keep up the good work buddy! read more

Ritchie helped my husband and me with a new plan and phone purchases on 12/9. Ritchie was friendly, helpful, knowledgeable and patient. Great customer service! All the employees always greeted the customers as they walked in, even if they were helping another customer. Thanks for the great service Ritchie! read more

Due to everything going on I was hesitant to go T-Mobile, but this Cerritos location put my mind to ease. They practiced all the necessary guidelines for social distancing and the store was super clean. I was helped by Rupali. She was so helpful throughout the entire transaction. She also gave me all the steps I needed in order for me to transfer all my information to my new phone. I definitely recommend coming to this store and asking for Rupali, you will be very pleased! read more

I went into this location on Wednesday afternoon around 3:00 to ask a question about my phone. There were two employees and three or four customers in the store. The employee closest to the door was talking to the other employee about the cost of the repairs on their car, with loud voices and cussing. Both were ignoring the customers in front of them. When the one by door did talk to their customer they were very rude and abrupt to them. The employee walked over to close the door and I saw they were wearing their pants below their butt with a full view of their boxers. I don't think that is in the dress code. When they finally asked me what I needed they were quick to say they could not help because I have a LG phone. The whole time I was there the two employees continued to talk to each other across the store and ignored the customers. I turned around and left. I work in customer service and I knew I was not going to get any help there. The are many TMobile stores around, don't go to this one. read more

Had a wonderful experience thanks to Raj Patel! He was patience and very helpful, thanks to him for making our visit great! Keep up the good work! read more

Raj is such a great help! Not only will he help with your concerns, he also has such a fun personality. I'd recommend him for any needs!

I came to this tmobile to upgrade my phone. I wasn't sure which one and one of the associates , Rupali, was super helpful in guiding me thru the phone selection. She explained the main features of the phones and answered any questions I had. I would highly recommend coming here! read more

Very good experience with Natalie who carefully explained the plan and check the phone availability I want and take care my transfer from Verizon up to carefully transfer my original set up to my new iPhone read more

Super grateful to have been helped out by Rupali, who was patient and thorough with assisting me and my dad, on top of maintaining great customer service while staying open later. read more

Horrible customer service and severely understaffed. The employees are inattentive to the people walking in and out as the understaffed crew is preoccupied with other customers. When you do finally get service, you're placed on a waiting list where they'll call you once they're ready for you (again, a side effect of being understaffed). If they call, you better answer or bolt back to the store because if you don't COMMUNICATE with them, they'll move on to the next customer. They won't try to call you back if they miss you the first time, no voicemail, no grace period, they simply skip you like you never existed. I was so flustered by my experience but I wish I would've gotten everyone's name read more

Came here with my family awhile back when it wasn't too busy. Julie helped us out with transferring from Sprint over to T-Mobile every step of the way. She was patient even though we asked a ton of questions and was very informative. read more

Thank you to Rupali for adding my lines in a quick matter. What I appreciate more were the extra pre cautionary steps they had added to ensure mine and other customers safety. read more

I had been thinking about switching to T-Mobile & when I finally went into the store to do it, Raj made it easy to switch! Everything was done quickly. Very pleased! read more

I came into the store on Friday to switch service from Verizon. I was helped by Rupali. She was very knowledgeable and efficient, you can tell she has a lot of experience and loves what she does. The store was very clean, and they made sure that everyone kept a 6ft distance to protect the safety of their customers and employees. There are other T-Mobiles near me but since they are closed I came to this one. I will definitely come back to this one for all my needs, it is definitely worth the drive ! read more

Came here for a new phone yesterday, staff was attentive and helped me make the right choice. I wound up going with the new Galaxy s20, the employee helping me asked all the right questions to help me decide. Switching over from my old company was a breeze and i opted in for the 3rd line for free after it was recommended by the associate. Store was clean and they made sure to wipe devices and doors regularly - there is a limit of people in store but my name was taken down on their tablet and i got to wait the 15mins in my car. I probably won't be back unless i need something since i got the auto pay but i look forward to swinging by to say hello. read more