5 Stars for Excellent Service! Had a (self-imposed) problem with texting after inadvertently changed a few settings. Off we went to T-Mobile in the Kaneohe Bay Shopping Center (anchor stores Safeway, Longs, Petco, Longs). Appreciative shoutout to Tony, ace problemsolver to the rescue, who figured it out. So glad to have store nearby with trained, in-person personnel to help customers. Keeps me as a loyal and happy T-Mobile fan! Mahalo for the T-Mobile Tuesday promotions! read more

T-Mobile Experience Store - T-Mobile Tuesday tumbler - Mobile Phones Near Me - Kaneohe, Hawaii

I love the Tuesday promotions. Every week I look forward to the T Mobile Tuesdays promotion. One complaint is that the rechargeable flashlight was defective. I'm going to call to see if they can replace it. read more

Lee was awesome! Store was busy, but after my wait he took his time explaining what my options were step by step. Never rushing me. After I got my new devices, he took his time to make sure I was comfortable with everything. And never rushed me at all. Mahalo Lee!!! read more

Just walked into Mikala hope I am spelling his name right. Impressed he helped me out with the Tuesday offers some of the awesome perks!!! Great customer service friendly helpful in such a short time I talked to him. Very rare to find this kind of service. Arigato for your kokua. read more

Oh my goodness! Upgrading cell phones and understanding the various plans can be soul draining for someone technology challenged like me, but Aries was exceptional during the entire process! She not only helped me to upgrade my phone with great patience, she also found me incredible savings in a plan that I was eligible for, but unaware of. I have nothing but positive things to say about how Aries ensured that I would continue to be a devoted customer! read more

I cancelled my business account on August 21, 2024 and was informed I would get a final bill sent to me with a pro-rated amount for the usage up to the closing date. The billing cycle runs from August 18 - September 17 so the pro-rated usage should have been for 4 days. T-Mobile has a policy that states the billing statement must be paid up to the "CLOSURE OF THE BILLING PERIOD!" That means I didn't have any T-Mobile service from August 22 - to the end of the billing period September 17 since I no longer had an account with them. (That's 25 days T-Mobile wants me to pay for services I never received and would never be able to use!) On top of that, I had cancelled my auto-pay for the account since I closed it and was charged an additional $10.00 on the bill for discontinuing the auto-pay. I was shocked to find out the "Final Bill" statement was the FULL monthly amount + $10.00. read more

Home internet at a great price. I'm not a T mobile customer however I still got my home internet at a good monthly price.

Yomi was such a great phone expert! Thank you so much for your patience and help with us.. totally will make sure to go to her for any future needs with T-Mobile! read more

Customer Service communication is terrible. I reported them to the Better Business Bureau and Consumer Protection for fraudulent behavior. No taking responsibility for their actions or workers actions they have a HUGE TURNOVER so when they screw up the excuse is "sorry he/she no longer works here" don't waste your money. If I could? I would do NEGATIVE stars! read more

I would give 0 stars if I could. Visited this T-Mobile (5) times in the last (3) days and talked to (5) different employees in hopes of getting ANY assistance. Did not get what I needed at all. Did not get listened to, asked questions about what I need or want, or have my situation resolved in any way, shape, or form by a single employee at this location. They would ASSUME what I want, and tell briefly tell me how to do that before just walking away. I can't even tell you if any of these employees thanked me for coming in because I literally do not remember one even saying that. Most of the male employees simply walked away from me when they assumed they couldn't rectify my situation. Yikes. The only 2 tolerable employees were women. Every man I spoke to, except one, did not know the words "I'm sorry for the inconvenience" or "unfortunately we are not able to accommodate that request." They have 0 customer service skills and are EXTREMELY rude. They make you feel stupid, like you the customer are supposed to know more than them, the employee. They were even rude to the T-Mobile Customer Service agent on the phone in front of me, stating things like, and I quote, "I'm not going to do that with MY credentials, but you can do that with your own." They speak like catty women, it's honestly embarrassing to see your employees arguing with each other. Fix that. They conduct themselves like they do not want to find a solution and they are NOT sorry if they can't help you. They literally do not give a damn. LOL All I wanted was a new phone. All I wanted was to give them $1,100 and sign a 2-year contract to pay them money, but they WOULD NOT listen to what I wanted. So I had to drive to Ala Moana to get a new phone (after driving to Kaneohe from Punaluu 3 days in a row BTW). Which was SO EASY!!!!!! I didn't have any employee tell me I need to go do XYZ, they just helped me. Why isn't Kaneohe like this? Got my new phone and didn't deal with any men who hate their job or are hitting their midlife crises 10 years too early. Amazing! Love my new iPhone 15 Pro and I'm SOOOOOOO glad I didn't spend my money at the Kaneohe T-Mobile. I will absolutely never go here in my life again even if it is to prevent me from dying read more

This review is for the T-Mobile...not for this specific location! My first review has been deleted...so I'll write another. For all those who have been w T-Mobile for years, be aware that if you buy a phone from them, even if is not on a promotional deal, and pay for it outright....your phone will be locked unless you remain with them for 40 days from purchase. I am changing carriers and I've been given the go around by the off-shore customer service reps saying they'd push my request to unlock the phone through since I have been with them for 10 years and my account was in good standings, only to be misled. After about a week of back and forth...My phone will be in TMobile jail forever, unable to use with any other carrier if I do not have their service for 40 days from purchase. I wanted to cancel my service and use my old phone with my new carrier till the 40 days are up, but then the phone will be locked forever! This is crazy! My receipt for the purchase of the phone does not mention this either...outraged! So I am keeping the phone line with the cheapest plan till the 40th day. Wanted to share to save anyone from a situation like this. read more

Which phone carrier do you have? I believe that when I first got my phone, my carrier was Cingular which turned into AT&T and was better than T-Mobile at that time. Currently, T-Mobile has caught up and is less expensive with unlimited data, so I switched. I have 59 days to switch back to AT&T if I wish... The change over process was quite bumpy. I went to T-Mobile and spoke with one representative who had me drive to AT&T to cancel my account. Well...I needed to do it online, so I drove to AT&T for nothing. The next day, I went back to T-Mobile and got a different associate. She said I needed to do other things first before I could switch. I went home and jumped through more hoops... I returned again to T-Mobile and worked with a third associate. Too bad I didn't get her name. She wasn't wearing a nametag. She saved me about $15 a month because the first representative tried to add on a device for my car by saying it came with my new plan. Ummm...not really. She didn't play games and try to upsell. I appreciate that! Anyway, previous to this, my friend (from high school days) introduced me to T-Mobile Tuesdays. She gave me a code and I got a free travel mug. I was so happy! Now, I look forward to T-Mobile Tuesdays and more free stuff...just download the app...and also get better phone service and coverage! read more

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Kainoa H. provided exemplary customer service. I've been with T-mobile since 2002. The excellent service provided to me solidifies why I will not change my cell phone provider. Kainoa went above and beyond what I would have expected. I was very upset when I discovered that my phone wasn't working and that I would lose my phone number that I've had since 2002! Kainoa was very patient and encouraging. T-mobile is blessed to have him there. Looong story... Kainoa, after speaking to numerous people, was able to put me in contact with a T-mobile representative who resolved my problem. Thank you, Kainoa for helping me and thank you T-mobile for providing me excellent service since 2002!!! read more

My daughter and I just left TMobile Kaneohe. I always get great service at this place, but today was even more so!! Kainoa H was so patient with us & helpful! We went today with more than one device to address and he helped and checked each device and helped address each one. On top of that, he didn't break his stride and continued to share about the internet service promo that they have going on. Me? I would've thought that he like get rid of us already LOL but nope, not Kainoa. He speaks so soft though, I had to go "Huh?" few times THANK YOU SO MUCH KAINOA FOR HELPING US!! read more

this review is only for the specific location of Kaneohe shopping center ... a team member named Shannon helped me today for a warranty he checked my phone obviously and said it was good to go for warranty he then proceeded to charge me for the warranty of my phone and have me pay . channon Anderson then procced to warranty the phone and get the phone that I came to pick up he had my old phone with warranty stickers on it's when it was time to give me my new phone he then went into the back after everything was done already and he had my new phone ready he then said that he couldn't do the exchange which baffle me why would he inspect it then charge me then not give me the phone I feel as if he damaged it him self how do I know he didn't take it apart and wet it him self he didn't need to warranty it because he did say he worked on phones before hand and he also said it was good then went into the back and damaged it read more

T-Mobile Experience Store - Mobile Phones Near Me - Kaneohe, Hawaii

Don't bother calling, they will never answer their phones. Call em in the morning or afternoon, don't matter cause they won't answer

I have been a T-Mobile customer since 2003. I typically handle any business with them in the phone but occasionally I have to go into the store. It is ALWAYS a horrible experience. Not enough staff and folks who need some training in customer service are my biggest complaints. The wait time to be seen is long and no explanation is given for idle salespeople standing around while you sit waiting. read more

I wasn't having a good day to begin with and the last thing I wanted to do was to have to take my phone into t-mobile to transfer everything from my old cell phone to my new cell phone. Based on all my other past experiences from every other cellular company it usually takes about 45 minutes to an hour and they always take my cell phone in the back where they say they have to take it to do the transfer from cell phone to cell phone which always made me feel uncomfortable. Well times have changed or at least in my experience dealing with customer care has. I have never had such a knowledgeable and professional customer service representative with a no pressure approach than the one who helped me today. Her name is Jessica and she works at the Kaneohe branch and let me tell you if you want to activate your new phone without them taking your phone in the back and waiting 45 minutes to an hour and have everything on your phone and (I mean everything) within 12 minutes from the time I walked in to the store to the time i walked out of the store than I suggest you see Jessica. At first I thought she was the supervisor but she wasn't, could've fooled me, she was friendly,professional and knowledgeable. My bad day actually turned out pretty nice because of Jessica. Thanks again Jessica I appreciate you. Oh and btw to all customers coming in make sure you know your cell phone password, it'll make things easier on everyone lol thanks again Jessica! read more

Was greeted outside by salesperson letting me know that he would sanitize his station and be right back. Meanwhile, 10 minutes later, still waiting and watching 3 guys working inside including the guy who greeted me, chatting to each other the whole time. Not cleaning a thing, not a glance in my direction. One girl inside was the only one working, helping a customer. Kuddos to her. F for service to the three guys ignoring a customer waiting outside while you are having a social pow wow. read more

I just visited T - Mobile's Kaneohe location and was helped by Mikala. Every employee at T - Mobile is knowledgeable and friendly. Mikala was just awesome!! Just like he could read our minds, and Mikala knew exactly what I needed. My wife and I are very happy with the way he knew what we wanted done. It is also refreshing that there is no pressure and upselling. T-Mobile trains their employees well and according to Mikala T-Mobile takes care of their employees and treats them very well! That is why my family stays with T-Mobile. I went from Honolulu Cellular, Verizon, At&t, Verizon, and then stayed with T-Mobile for the excellent cell phone coverage, prices, and customer service. The only thing that is no fault of any employee, is that T-Mobile should have someone to handle in store bill payments. They have one employee that signs you in that could handle in store bill payments for old people like me that do not like automatic payments, Venmo, and cash apps. Old people like me want to pay cash and make sure our bill is paid. If not T-Mobile should make a drop box that can be accessed from outside so you can pay your bill anytime day or night. Mikala is very fast and efficient!! Employees like him make T-Mobile great!! read more

They never answer their office phone. Yes they're busy but should make it a point to answer the phone because it could be important or a new customer if that matters. read more

I always go to this T-Mobile by Safeway, they are a little busier than the one down the road, but seem to be more knowledgeable and corporate conscious. The wait goes quickly and they will tell you how long of a wait , if you need to go to the bank or Longs real quick. I got a plan for my elderly Dad as an emergency phone from T. She was very helpful and nice, although she seemed new. I got him a $10 pay as you go plan, but she had to keep asking her Manager if certain plans were still available for me. I walked away very happy with her service. The next month, I noticed I was missing some minutes I paid for, and when I went in the 2nd time, T wasn't there, and the girl wasn't very helpful. She told me T didn't explain the plan right, and if I don't use the minutes I LOSE them, and that the minutes were like a "burner phone" and there was no way to find out where the call minutes went to! Uh, no... I wasn't very happy with that response, since the phone is only for emergency calls and no texting, so I asked for a Manager. Danny Abreu came over and made what would've been an unhappy customer happy again. He stood up for his employee T, and said there are so many plans, he will address what the other girl told me. I agreed that it wasn't wasn't T's fault, but the other girl was not as nice. He actually took the time and hand wrote on my bill if I lose those minutes in 3 months to come back to see him, and he will take care of it. He even offered to show me how to find the minutes on my T mobile app I've been with T mobile for 18 years, and it's because employees like T and Danny Abreu is why I stay. Thank you for your great service! read more

Huge shout out to both Marc & Ash from this store. Marc helped my husband and I late last week with upgrading 2 phones. Marc was SUPER helpful and knowledgeable. He was patient with all my questions and quick to take care of everything. Today we were helped by Ash with upgrading my daughters phone. Very helpful and sweet! Ash was very personable, knowledgeable and make the experience pleasant. Great experience both times visiting the store! The other employees were very busy making sure customers were being checked in and taken care of. read more

I don't have t mobile but I gotta hand it to you, Caitlin and T were on point with that profession of mobile service q and a. So when or if I ever want to leave Verizon, ill know exactly who to talk to Btw. I'm sorry I picked up the last earbuds that I'm pretty sure we're meant to be for a gift but its all gucci.... my birthday isn't til September but ill still thank you in advance [mic drop] read more

I would give negative stars if I could, because I'm beyond disappointed. We were trying to cancel a back ordered phone and order a different color for faster shipping and were told that it already was past the time of no return, which seemed odd due to the back ordered status. Vernon our sales representative even went back inside and "called" the costumer service to ensure us that we can't cancel, BUT we can order another phone and just return the already ordered phone when it arrives in January. Being cautious due to the experience we had at the T- mobile store at ala Moana, we called costumer service ourselves and were able to cancel our phone and order a new one in 10 minutes. So long story short, we were lied to, flat out, in our faces and for what? Double dipping commission? Absolutely horrible costumer service! That is taking advantage of your costumers! read more

Do you love double speak, trying to be up-sold, and someone constantly changing the answers to the same question so they can remain in the right? If you do, then this is the T-Mobile spot for you! We are Sprint customers and I have doubts we will stick with TM once the change takes place. This store is particularly bad with assisting the older crowd and explaining things clearly, to the point where I had to accompany my mom on a second visit to make sure the phone she wanted to purchase didn't come with unwanted add-ons, misunderstandings, and changes to our contract. Not only did we NOT get the phone we came for (faster, easier, and cheaper to buy direct from the manufacturer no matter what they tell you), but the guy who "helped" her had attitude on top of attitude. At one point I listened to my mom say my brother didn't need a new SIM card because he had just upgraded his phone while the associate said he did, if our entire account was going to be swapped to TM from Sprint ahead of the forced change. Then when he pulled out all of the SIM cards to give her for every phone on the plan, she asked why 4 instead of 5? His response was that one phone was already on the new SIM card -- my brother's phone, that she asked about. When she pointed this out he shrugged and blew her off like *she* was the confused one. And that, my friends, is a golden rule no matter your industry: don't disrespect the mamas. IF we stick with TM I will go out of my way to make sure we never do business at this store. And I mean I will severely go out of my way and purposely inconvenience my own self to not set foot inside again. Will it make a difference? Doubtful. But to the sales guy there that tried to convince us that my mama was confused about what she asked/knew while I overheard the entire conversation, .. well, Yelp won't let me add emojis, but I'm sure you can guess :::) You're the reason people hate having to deal with cell service reps. read more

5 stars for my experience with Emily C. She is an excellent sales associate. She is very helpful, energetic, knowledgable and really listens. She answered all of my questions for my phone upgrade and addressed all of my concerns. She made my phone upgrade as painless and as pleasant as possible. You will not be disappointed. Go to this store and ask for Emily C. read more

Went to the Kaneohe location in the Windward City Shopping Center to replace a company phone. Joshua Hernandez assisted us by checking the old phone and explained situations where the phone wouldn't work. We decided to replace the phone with a newer model. We had concerns about losing contacts that had been accumulated for 17 years. Joshua checked the cloud and explained how to add more storage and auto backup the data in the phone. By the way all contacts were retrieved once more storage was added for a $1/ month. Joshua was extremely helpful, knowledgeable, and professional. I highly recommend this store location for your cellular needs. read more

Jessica was really helpful I was looking for a Bluetooth speaker she was really nice no complaints here

Need to fix our phone lines. Arrived at 10:08am store closed, door lock, no one in or answering their phone. Go to the one across the mall by safeway and longs. read more

T-Mobile Experience Store - Mobile Phones Near Me - Kaneohe, Hawaii

Natalie at the Kaneohe Bay SC was the most helpful T-Mobile person ever! She was cheerful and efficient and knew what to do when my wife's iPhone wouldn't get certain messages. Definitely better than the contract stores elsewhere (yes, T-Mobile people, not all "T-Mobile" stores are company-run.). Although my wife's replacement phone STILL does not work properly, the local support by the Kaneohe and Kalihi stores is much appreciated. read more

I am kupuna wahine and need my mo'opuna to fix all things technical. This morning I was on my own with a frozen Galaxy cell phone. I was leery after reading the negative reviews and expected the worst. The store was filled with people and I prepared for a long wait. I was pleasantly surprised to see Sarah, a management leader, come up to me and fix my problem. There was no taking a number, no wait. There she was, and I was good. She explained the problem, fixed the problem and I left feeling very blessed. Sarah never patronized me and never once tried to talk me into buying a new phone, instead she showed me how to fix the problem so I would not need a new phone. I so appreciated her mana'o and respect for me as a kupuna. She could have made a great sale and I would never have known or questioned her. She has integrity, a quick smile, and patience...rare qualities in a person so young. I thank you and my grandchildren thank you too. read more

I had leased my iPhone through Sprint which was about to expire. I thus went to T-Mobile in Kaneohe for the purpose of learning what options were available. Thank goodness that Alex the retail associate manager was there to help me because the person with whom I had just met was clearly impatient, terse and, borderline, rude. Everything about her conduct screamed that she wanted to be done with me - especially after I indicated that I needed time to think over my options which included the upgrading of my current iPhone. After this unpleasant experience, Alex stepped forward and addressed all of my questions in a professional and courteous manner. 5 stars for Alex, 0 stars for the sale representative before him. read more

If I could rate this place 0 stars I would. I walked in and no one had acknowledged me so I walked up to someone who was not assisting anyone. Vashon was the person who had helped me along with a woman (I did not get her name) but she is just as responsible. I had TERRIBLE service. As soon as I had asked for help with a name change and needed assistance to turn in my phones for an exchange, he grunted and said "oh my god" sounding irritated. Mind you, I was standing patiently not saying a word unless asked a question. This woman also stepped in and thought it would be a great time to start a conversation while he was assisting me. I'm very upset with the service I received. After nearly an hour, they said they could not help me with exchanging my phones and sent me off with "you're gonna have to do it sorry." Let me just say they both looked as if they did not want to be there. read more

My boyfriend Chad and I visited T-Mobile Kaneohe today to bundle three phone lines and get 5G high speed internet for our home. We were assisted by a woman named Tee, and she was the most helpful, thoughtful staff member! She helped us strategize the best plan for our family and wrote down very thorough instructions on how to proceed with transitioning all three phones to the new plan. Her effort and customer service was above and beyond, and we just want to express our appreciation for her care. Thank you Tee! read more

This was my first time to T-Mobile and their service was excellent! I came in to find out information about the deal to buy out my AT&T installment plan and Tee T - the sales person I worked with - was awesome and extremely helpful. She made everything easy for me, offered to help me lower my plan, and was friendly and welcoming. I had to do a few things with my current carrier first to make the switch and take advantage of the buy-out deal, and Tee offered to come in on her day off to help me finalize the switch. Mahalo Tee for the wonderful service - I don't know why I waited this long to switch to T-Mobile. read more

So I want a iPhone 5S... I've been with T-Mobile for years. Ever since I had a Blackberry Pearl (red) back in 2009, then switched on over to the iPhone 3G since 2011 (and still have it), I've been looking at upgrading to the newest iPhone 5S, just because the 3G was being ridiculously slow and freezes a lot. I had been looking online, checking pricing to get the iPhone 5S as cheap as they come, but everything seemed to be over $500, and I didn't want to buy anything used, if I could help it. Ever since I heard that T-Mobile was offering the iPhone 5S, I kinda held off upgrading, since I could learn to deal with having a slow as hell iPhone 3G that freezes on occasion until the iPhone 6 comes out later in 2014, so I was just looking at my options, including buying a replacement 3G that doesn't suck so much or buying a iPhone 4 or 4S. And so, I was here just to get my facts straight on whether the price is right for me. While my 3G still works, it's just being an increasing source of frustration and annoyance to me, which makes me want to upgrade, but trying to just hold off till the iPhone 6 comes available and price drops for the older generation of the iPhone family. T-Mobile is the one of the top 4 internet and phone companies in the world, dominating the US Market for many years now. Competing with AT&T, Verizon, and Sprint, T-Mobile is pretty reliable with internet service and telephone / long distance service. This particular T-Mobile store is located in Kaneohe in the Kaneohe Bay Shopping Center on Kamehameha Highway, across the street from Windward Mall. There is plenty of parking, since the Kaneohe Bay Shopping center is pretty big, but it can be a challenge to park here at peak times. But if you are like me, TheBus has a couple of routes that come through Kaneohe, namely #55 and #65, which stops pretty much in front of these shopping center. T-Mobile provides a lot of services and phones to help you with your mobile and telecommunication needs. The stores themselves offer accessories also. The store itself is wicked clean and almost like the Apple Store, where everything is very meticulous. Brand spanking new and there are those employees who are wanting to help you out. I was here on a nice Saturday recently, on a day trip to Kaneohe town. I had kind of went to T-Mobile's website to see how much the iPhone 5 had cost online, but had hold on to hope that it may be discounted for existing T-Mobile customers. I entered the store where a few customers were browsing the store. The sales people were busy helping others, so I walked in and admired the store as well as their products before being called over. I noticed the Samsung Galaxy 4 and 5 neatly displayed and thought of switching over to that. But naw, I decided to stick with Apple, since they rock! And so, the lady called me to see what I needed. I told them I was a T-Mobile customer looking at the iPhone 5S and proceeded to ask for my telephone number. Unfortunately for me, my suspictions were confirmed and that I would have to pay full price for the iPhone 5S or 5C. I asked about other options that I could do besides the iPhone, but most of them were sizable financial commitments anyway. However, I could do monthly installments with the new iPhone, so that was cool. I ended up not doing anything, but just wait it out and bear with my old 3G till the new 6 comes out later this year and compare. With that said, I think that the service here is okay. They answered my questions professionally and did not brush me off. The experience here was average and felt wanted, since I was a T-Mobile customer. Definitely wished that the iPhone 5S wasn't so expensive right now, but it is what it is. Support local! B read more

I went to T-mobile on Thursday with a whole bunch of phone problems per the usual. I had 2 broken phones, insurance questions, SIM card holder missing, etc. Danny helped me as soon as I walked in as was able to get me up and running very quickly. He could tell I was stressed and anxious. He did everything he could to make sure I walked out of there with a phone that worked. He even helped me get an appointment at the apple store to get my brand new phone fixed. Me being a phone fool he explained everything to me and was so patient. Thank you Danny! read more

Came in to refill my 'hotspot". Was greeted when I walked in and was told I would be helped as soon as a sales person was available. Checked out the Iphone5 and was helped within 5 or 6 minutes. Good service. read more

The service is always amazing here! I've never had a bad experience. I really like the staff and the system that they have to make sure everyone is getting helped by someone. You check in with someone when you enter and the wait is never too long even though the place is usually filled. They are always well staffed for the amount of guests that come. Friendly, extremely helpful service I get here. It definitely makes my experience a smooth one. Sometimes going to these types of places can be stressful, but the staff here always make it a nice visit. read more