I literally just wanted to buy a screen protector for my phone and they wanted me to wait in the 2 hour line. I asked if there was anyone that just sold products and they said they don't. Why sell products if people have to wait in the same line as those getting phones set up? A little crazy read more

I walked in two days ago to buy a phone with my expired license and temporary ID (since the CA DMV is months behind). The young woman who I rather refer to her as an ill tempered girl, refused to help because they "need to scan" an ID. The ID wasn't my issue. My passport was at home, and honestly, after the attitude I received, I wasn't about to come back. The young employee gave nothing but eye rolls and a tone that was far below basic customer service. Her manager wasn't any better, no effort to help, no apology, nothing. Even when I said I'd return later with my passport, I was met with another eye roll. So I ordered online instead. Not only did she lose the sale, but it went straight to corporate and this store gets another well-earned negative review. read more

Please do not get Internet with them. We have spent three hours in our third router that does not work. There is no help from the store and whenever you call customer service people barely speaking English. You are way better off getting AT&T Internet service. By the way, I spent 3 1/2 hours this weekend on the phone trying to cancel my Internet with people that didn't speak English in another country read more

How is it possible that T-Mobile can offer a plan for $140 a month and charge its customers over $300 a month where a manager states that we were misled by a representative, but they won't let us out of the contract. Here's the story- I originally walked into a T-Mobile store and was offered a relatively small trade-in rebate for two old iPhone 11s (a few hundred dollars each) if I signed a new two-year contract. Wanting to explore my options, I went to Verizon, where I was offered a significantly better deal where I could trade in my two iPhone 11s that included new fully paid for iPhone 17 Pros and a monthly bill of about $140. When I returned to the T-Mobile store and shared that offer, I was told that the store could not match it--but that if I called T-Mobile directly and negotiated with their phone sales team, they might be able to match Verizon's deal. So I did exactly that. After negotiating over the phone, the T-Mobile representative confirmed that they would match Verizon's offer--same phones, same structure, and roughly the same $140/month pricing. He discussed that each iPhone 17Pro would be fully paid for with an over $1,000 rebate for each one. He even stated that the deal was approved by a manager. During that same call, he explicitly told me that the written contract I would receive would not reflect the actual deal and that I should ignore the contract language because what he was telling me on the phone was the real agreement. Based on that, I moved forward since they offered the same exact deal. Then the bills came. Instead of the $140 a month we were told on the phone, both bills were all over $300/month--more than double what we were promised. We spent over six hours on the phone with multiple customer service representatives trying to resolve the issue. Eventually, we requested access to the original call recording, because that recording clearly contains the representative stating the terms of the deal and instructing us to disregard the written contract. T-Mobile has refused to provide the recording, which is illegal under California state law. Instead, the "resolution" they offered was to lower our bill to around $240/month--which is still $100 more than what we agreed to and were promised. At this point, our only option to exit the contract appears to be having Verizon buy it out. But even that doesn't make us whole--we still end up paying more than the original $140/month deal that both Verizon and T-Mobile initially offered, and we're left dealing with the financial consequences of a situation we did not create. The core issue here is simple: We made a decision based on a clearly stated, manager-approved verbal agreement that was recorded by T-Mobile. That agreement is not being honored, and the one piece of evidence that proves it--the call recording--is being illegally withheld from us. Right now (according to the multiple T-Mobile customer support team members) we are locked into contracts that we agreed to and never would have agreed to. Crazy enough, this is not the first time we had this exact situation with T-Mobile. When I originally went to that same T-Mobile store to get an iPad, I was told that the total value I would have to pay for the iPad was less than $100, the rest of the cost of the iPad would be credited to me if I agreed to a 3-year contract. Just like the other time, I was told by a rep in the store to ignore what I saw on the contract, that he was getting me a deal that wasn't reflected on paper. Because of this misrepresentation by a T-Mobile representative, I'll have paid over $600 in additional costs for an iPad that I was told would cost me less than $100. The issue with this in store visit is there was no recording of that verbal guarantee. The one I had over the phone did have a verbal guarantee, and T-Mobile is not allowing me to access it after multiple requests. If a company can tell customers to ignore their contract, promise one thing verbally, deliver something entirely different, and then refuse to provide access to the recorded proof, that's a serious problem. I would strongly encourage anyone considering doing business with T-Mobile to run the other direction. It seems like it's baked into their business model to overpromise, make verbal agreements that they can't back up, underdeliver, and overcharge. read more

Extremely rude and terrible customer service. Went to upgrade my phone and left with the intention to move to another phone service provider. read more

I was sitting in the front of the store and the squirrel walks in from her lunch break doesn't greet me and just goes to the back. There are a room full of customers with two people working very slow. You would think she would come out after her lunch break and help or at least greet the customer. You guys need to do something different as far as your customer service is really bad. Then I was also asked if I had called Customer Service? Why would I call Customer Service if I came into the store. read more

I'm not sure because I haven't visited the T-Mobile for a while I'm in Los Angeles I just want to know if they are open tomorrow because I am in desperate need of a phone both my phones are taking a dump on me so to speak one has a cracked screen and shows like a test pattern the other it's ready to go at anymore I needed to use my what the heck is it or I put it in a service mode and it clear ed up some of the issues but I think it's time for two new phones no I'm not a drug dealer I'm a truck driver that needs two separate phones one for home one for business I love what you guys are doing give me a good deal when I come in tomorrow read more

Justin helped me with malfunctioning Samsung 25+ . Could not turn off, frozen. Patient and courteous.

I honestly would give this store 0 ratings if I could. My Husband and I came in to get our screen protectors replaced. This is one of the simplest quickest services they offered, buy it took almost 2 hours to get it done. there were people who came in after me who got helped before me. i even asked if i could just get the screen protectors and put them on myself and Marley replied yes, and then asked Estiban if he could check me out and he replied No. mind you I'm waiting for hours only to get checked out. this was ridiculous. I will never be here again, please save your time and never come to this locations. it's literally empty and I'm still waiting to be helped. read more

Don't go in asking for questions because they will just refer you to get your answer online. What's the point of having the brick and mortar. read more

AVOID THESE SCAMMERS AT ALL COST!! DO NOT GO HERE OR SIGN UP WITH TMOBILE!!! They signed me up for an account under fraudulent terms and refused to cancel one day later once I realized what they did. Told me to call customer service. Disgusting. I have called "customer service" 4 times and each time was advised that the account was cancelled and I wouldn't be charged. Then they automatically debited $200 out of my bank account and when I called, AGAIN, and spoke to a manager finally, they told me they couldn't refund me even though the account was verified as fraud by their fraud department, and that I should call my bank. I'm sure they do this hoping people don't notice the money is coming out of their account. SHADY AS HELL and literally ZERO customer service. Any business that admits they charged you fraudulently but doesn't have a system in place to refund you, is CRIMINAL! read more

Great service by Kiara - helpful, knowledgeable and professional! Answered all our questions and had our new phones up and running with ease. read more

Absolutely stars if I could. I brought my phone in because it's broken. Their customer service gave me two options- a galaxy 24 that was bigger but kind of square or an iPhone 15.... b BOTH with only paying taxes/fees. I was told that because somehow a screw was missing, the manager wanted to tack on $600 more dollars. How the hell would i knownthat because ots looked like that since day 1. But she still wanted to tack that on even tbough that was not the break i was talkinf about nor should she have even been involved. No one else from tmobile except this rude as eff lady spit out the lies she was spitting out. Now I have a phone that apparently that this one dude cared less about what I said and deleted my pictures AND my important documents and passwords. Nothing else. Terrible service. The phone is nothing what tmobiles management said it would be. It is WAY too small and I can barely type on it. They're all liars at tmobile. Andnunreliable.and NPT trustworthy at all. They're thieves. I hope nome of you guys ever have to deal with them. Go somewhere like verizon or sprint where they will actually tell you the truth. read more

Incredible service. This culture comes from the very top, the CEO. When ever I went into AT&T, my old carrier, I used to leave wondering how they've taken advantage of me. At T-Mobile, you feel like you're dealing with people who want you to leave with what you came in for. You can tell that upselling is not their first objective. When I switched from AT&T, they literally paid off all three of my phones to switch to T-mobile and I ended up paying much less per month. read more

if i could give this location zero stars i would...My husband and I went in because his phone was not charging. I am deaf with a heart condition. I am here in calif to get help from the heart specialists here but my husbands phone doesn't charge...when i ask for a new phone they told me it was dirty and would work when cleaned...i said i would like to see our billing and get a new phone. I will say I don't know tone or how good I talk however I told them I was deaf. I asked them to explain the bill...they told my husband to explain it to me...I said you can't explain your own phone bill? they ask me to leave ...we did we now have a new service provider and when i am back at home in Seattle i plan to report these people...don't do business with this company. read more

I just wanted to give a shout out to Marley for his superb service. He was so kind to this crazy customer who was so insecure in her decision making and thought process. I changed my mind multiple times and misunderstood his porting instructions but he never made me feel bad about anything during my multiple visits to see him. And even though I felt soooo wishy washy he took everything in stride and always had a smile. :o) Thank you Marley!!! read more

Corey was super helpful - probably the nicest, most knowledgeable and professional employee I've ever encountered in my history as a T-Mobile customer of more than 10 years. This will be my go-to location from now on. read more

Extremely rude and unhelpful staff. I have been going there for over a year and have never had a good experience. I wish I could give less than 1 star read more

Okay - Marley is the BEST !! He personally handled a lost phone situation with expertise and efficiency. This could have been a very stressful situation, but Marley made things happen and instilled confidence. Thank you, and this location is HIGHLY RECOMMENDED!! read more

Marley was awesome! I received customer service that far exceeded my expectations. All of my questions were answered, and Marley was super patient. I love my new phone! Keep up the great work guys! read more

Joel was extremely helpful helping my daughter restore her phone. After our terrible experience at the Apple Store it was so nice to get excellent service at T-Mobile from Joel read more

Brooke was fantastic! Very knowledgeable, very professional, and very efficient. Great communication so I always knew the status, and frankly, Brooke was very pleasant too! This was a very enjoyable experience! Thank you, Brooke! read more

Last night I was helped by Sandra S . She actually happened to help me out at a different location so I was really glad I found her at this location. She is very professional & always goes above and beyond to make my experience at the store incredible! I'm one happy T-Mobile customer because of employees like her ! read more

If I could give a zero I would. I cannot urge you enough to stay away from T-Mobile. They are crooks in the worst sense of the word. They charged me whatever they wanted for months. My charges varied by 100.00, with absolutely the same service each and every month. Finally, I had enough. I paid off my phones. I switched to Spectrum. But tmobile will not go away. Even though a phone call verified that my account was up to date, they sent me to the credit agency. Initially they said it was for a hot spot, even though I had the tracking number to prove it was received. Now, they are saying that they have wrecked my credit for a booster that was issued in 2014. So my credit is now destroyed without one inquiry or suggestion from TMOBILE that the device was even needed back. I have gotten the FCC involved, but I have no idea if that will do any good. Please, stay away from this company. It will save your peace of mind in the end. read more

I was a customer for 15 years. I attempted to transfer to consumer cellular. They gave me a porting pin, which I gave to the new company, but my phone didn't work. After contacting T-Mobile, they indicated I needed to pay an amount , which I paid with a credit card at that time. They then told me that my phone should work within 48 hours. It still did not work. I then contacted them at which time they told me That the amount that was paid failed to include a $53 charge still remaining on the phone. They told me, however, that they cannot process any payment on this account for three more weeks, at which time the final bill will be generated. I will be out of phone service for almost one month because of their error. They will not let me pay the $53, and they have held my phone hostage for several more weeks, until a final bill is generated. After 15 years being their customer, this is very poor treatment and unconscionable. All they would say is that they will write up a derogatory review for the employee who failed to include the $53 in my final amount. I am filing a complaint with the California public utilities commission. I cannot believe any company would treat a customer of 15 years like this. read more

Julia and Sandra at the El Camino T-Mobile get 5 stars, but I give zero stars to T-mobile and Asurion (the complete care insurance company). Julia and Sandra were patient with my frustrating situation, communicated well, did what they said they would do and finally resolved my quirky issue. A few other employees helped a little bit too...including the new manager who helped push it over the finish line. I spent over 5 months and 30+ hours on this. One issue was a broken screen on my Samsung S8. I paid $700+ in for cracked screen insurance and then Asurion and T-mobile treated me like a ping-pong ball when I went to use the insurance. I never did get my screen fixed for $29 as promised. That insurance might be a scam and it sure felt like fraud to me. They just keep taking payments, even when they won't fix your phone. That's not insurance, that is stealing. Then, since we couldn't get the screen fixed, I wanted to use my wife's leftover unlocked (fully paid-for) iphone. I spent 12-15 hours trying to get my service transferred to this phone, but to no avail. Finally, Julia and Sandra figured out how to get me into a replacement device. All-in-all, probably 30 hours of disappointment and frustration...but now I'm in good shape. It shouldn't be this hard and there should be a rational person at T-mobile who can fix stuff and make it right. Other than Julia, Sandra and a few others at the El Camino store, I never found that person. read more

I switched from AT&T to t-mobile mainly to lower expenses but I think it was a mistake yes t mobile is less cost but the service really sucks. The employees at the counter will tell you they haven't had any problems just to make the sale but I've noticed a significant less quality service with t mobile. Dropped calls, screen not responding, internet pages don't load and they freeze. I'm switching back asap. read more

I usually do not go to this location, however, I just happened to be in the area so I stopped in. I pay for the insurance on the screen protector for my IPhone X. With the insurance service I pay for, I can replace the screen protector at any location at no additional cost. This is how I have done it for years. When I went in, Logan was the person who assisted me. I told him what I came in for, right away he said they don't have any in the store, without even checking, and he said most likely no location will have them in stock. He did not offer any suggestion as to what to do, as my current protector was cracked. He basically told me they could not help me and there was nothing I could do. I asked if he could call another location to see if they had one in stock. He said he could not do that. So I said I guess I need to drive all around San Diego till I can find a store that has one. He said that's what I would need to do, that they could not help me further. I'm not sure why I would pay for a service that they apparently can't even provide. I have been a long time customer of T-Mobile, and I would expect better customer service than I received. read more

I'm not very tech savvy so Bryan and Alec helped me set up my auto pay and got rolling out with a new case and screen protector for my phone. Masks and distancing were in full effect and this store was one of the best experiences I've had in a long time. Thanks again read more

I walked into this store and talked with a salesman how much it would cost to upgrade my iPhone 7. After giving them all my info the staff quoted me 260$ trade in value for my iPhone 7 if it was in perfect condition. I specifically asked, "if i come back for my appointment the next day will you have the same offer for me, 260$?" The salesman, Jason, said "yes of course". I went to repair my phone and set up an appointment to come back. Unfortunately, on my way to the appointment I dropped my phone and cracked it again. I went into the store explaining what had happened. The salesman with a beard said there was nothing they could do i had to have a perfect screen to trade in. I was pissed, so i asked them to schedule me another appointment and ill get it fixed. The salesman said "we cant book appointments for you, you have to go online and book one on our website." I was like hold up, you booked an appointment for me yesterday why cant you do it now especially with my cracked broken phone in my hand?!" Then he "looked into it" and booked an appointment for me. Overall i spent 180$ plus fixing my broken phone to ultimately gain 260$ for it right? WRONG when I finally walked into this crooked establishment with a fixed phone the salesman informed me.... Since i wasnt adding a line i would only get 30$ for my phone. I specifically told them my situation and they took advantage of me. JASON is the one id like to call out for giving me false information. DO NOT TRUST A SINGLE WORD that comes out of their mouth and read the fine print. Many of the employees here are nice people but there were 2 that pissed me off jason and some other guy with a beard. They really had no effort actually helping me just putting on a fake smile and costing me a ton of time and money. read more