The staff at this store is outstanding and their customer service efforts are above what I have experienced in other T-Mobile outlets on Oahu. I came here once to have my cracked screen protector replaced and liked it so much I take the extra drive from Waipahu to come here because I know I will be treated well. They not only respond and fix the issue that you came in for but also give advice on related matters. The store culture should be passed on to the other T-Mobile outlets on Oahu. read more

My husband had to trade in his phone for our $300 discount. The wait was about 20 minutes. They had four people working the floor. They took his name and put him on a wait list. They called his name when it was his turn. They asked for his info. They turned on the phone and checked that everything was ok. They also took out the chip in his phone and collected it. They told him that he got his $300 credit and how much our new monthly bill will be. We're on the 24 month plan to pay off our phones. The lady that helped us was nice and knowledgeable. read more

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They don't accept a government issued.I d card to do anything to the account. What they tell you to do it over the phone. Slowest and most incompetence. Try Pure Talk. read more

Get more help for all the customer who's been waiting. 15 customers n only 2 workers. Got a long wait to get help n they ain't fast either. read more

I went in to purchase a new phone without any expectation for a trade in and was told by the Assistant Store manager, Adam, there was a promotion that would credit my account for $400. My phone was an old Samsung so I was quite surprised. We ordered the phone a S24, it arrived in a few days with a sleeve to send my old phone back for the credit. No credit was made to my account after one month and I'm told there was no such promotion. It feels like I was upsold with no recourse, my word vs. his. He insinuated that I sent in a different phone than I brought into the store. This one of reasoning doesn't hold up because T-Mobile sees the phone you are using. I've been a customer for 20 years and was not offered an apology or an acceptable solution, despite the fact that the store has discretion to make it right with a lump sum payment. This was clearly an error on his part or worse bait and switch. Customer care also said the stores " don't add notes" on transactions so there is no way to verify what I was told. BUYER BEWARE!!!! read more

The staff at this location is ABSOLUTELY AMAZING! We needed to add and transfer a line to our existing plan from another carrier and we were in and out in less than an hour. They were busy when we walked in but we were greeted and welcomed in nicely. Our representative went out of her way to find the best deal for us and transferred phones/phone lines seamlessly...! We were so relaxed the entire time and had the nicest person as our rep. Thank you soooo much for this wonderful experience...! read more

It's been awhile we been to this location, the environment is still the same and there's some minor changes. When we arrived we were greeted by the representatives, even though they were with other customers, they checked us in, and we waited to be served. It's best to get some understanding of what you want before you go in, cause there's lots of options to choose from. We went in to upgrade our phone and was pleased to be served right away. Sad thing is that they don't carry inventory of phones, like before and had to place one on order. Because of their current promotions, we just had to pay taxes up front and wait for our phone to arrive. They don't print anything out anymore and email you the receipts and other paperwork. I guess better for the environment. When the new phone arrives in the mail, they will gladly service us, so we can mail back our old phones. Customer service is rated number one here, and they are very knowledgeable and helpful. I recommend this place if you want the latest phone or simply want to upgrade. read more

These guys will do anything not to honor the insurance coverage. Came down with a non-working GPS on my phone. They changed settings and sent me home twice. The third time I finally talked them into replacing my phone with the 360 coverage that I pay for monthly. When the phone came in a week later, they magically discovered that my device is not eligible. Thank you, T-Mobile for ruining my upcoming trip with your poor customer service. I'll be switching back to Verizon ASAP. read more

We bought two phones at Costco and went to the Kapolei Commons TMobile store to get the data transferred from our old phones and get the new ones set up. Lewii and Jenine were extremely helpful and very professional. We called the store before going to see when a good time would be. Lewii said it gets busy starting at 2 PM during the week, so we went around noon and they were able to help us right away. read more

I've been a loyal patron of T-mobile, specifically the Kapolei location, for a number of years. My experiences have been rather pleasant. However, today, I was serviced by a representative named Monae, I'm pretty sure that was her name. She provided the worst customer service. Her attitude and body language were a HUGE turnoff. She made it seem as though we were an inconvenience. Granted, everyone has bad days, and perhaps that's the case here. But in any case, management should look into the matter. read more

T-Mobile Experience Store - Customer Service checklist. - Mobile Phones Near Me - Kapolei, Hawaii

They good . Almost as good as Costco kapolei . I love the staff and there always make me laugh. Mike is the best thing that ever happened to me and I love that guy give him a promotion read more

Melissa assisted my son and I with such a welcoming and positive attitude. She was very professional and knowledgeable with the many questions and concerns we had at time of visit. We need more employees like her to help customers end our day with so much peace. The other 2 workers with her were also professional and business-like. Thank you Melissa for providing exceptional service! Highly recommend Kapolei Commons location. read more

Had a issue with my IPhone. Minimal wait but this place was packed. Melissa took her time fixing my phone and explaining to me what the cause may have been. She also showed a few tips and tricks in the features of my phone. Very friendly and extremely informative. Didn't try to "up sale" me or offer things that I was not in need of. This is probably the best experience ive had with T Mobile since I got the service 10 years ago. As much as I hate to tell the "secret", this particular store is the best. If possible, ask for Melissa. She really knows her stuff! Mahalo'z Melissa! read more

T-Mobile Experience Store - Melisa at T-Mobile - Mobile Phones Near Me - Kapolei, Hawaii

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Best QUICK, easy, and FRIENDLY! Eager to help me with upgrading my iPhone!! Please see Joan(n)a!! Her service was impeccable! Walked in with a friendly greeting and was quick to help us out! She was very thorough in her explanations and answered any questions that I had about comparing the iPhones that i was debating on getting... Unfortunately, they didn't have it in stock and i wanted the upgrade now before my bday tomorrow! She called other locations, as should be, and got the Ewa location to hold the phone for us until we got there! Thank you soooo much Joana, I will definitely request for her the next time I go. Also, thanks to Ewa for holding it!! read more

The employees here at the T-Mobile are Super friendly. I was greeted as I walked in the door and was helped right away. I needed some information on adding a line and on how much that would cost me. They quickly looked up the information for me. And All my questions were answered. I was in and out the door in 10 minutes. read more

Came in after work to get a new phone. We got there 7 minutes before 8pm. (Not realizing the time they closed until we left) We were welcomed with the 2 girl workers rolling their eyes at each other and with a look like "great we have to do our job". I told them I would like a new IPhone. She said which pro and would you like it today or tomorrow. I was like I can get it now. So she went to the girl and whispered to her then proceeded to the Back. She came out and said "oh we are all out of iPhones pros, we will have them in stock tomorrow by noon." The service was pretty rude. It would of been better if they were like hey we are closing at 8, we can do this in the morning rather than greeted with rude employees as soon as we walk in and lied to. Just a suggestion, If that is the store philosophy then post a sign on the door that there are no new phone sales 30 minutes prior to close. I have gone to sprint before and the store had closed while I was getting a phone transferred and never had this issue with them. I will find a different T-Mobile store and rep to work with that is for sure. I've worked in sales before, owned businesses and still am self employed, where yes I want to go home too but customers always come first. Being rude and not interested in helping at all was pretty unprofessional. Like I said if they were just honest with the situation then we would of took it a lot better. You might want to find some better closers. read more

T-Mobile... this location never disappoints. The service is always good and the staff knowledgeable. I finally upgraded to the IPhone 13 Pro Max a few days ago. Did it all online. But decided I needed the IPhone watch as well. So i ordered it online and did the "Pick Up" at the nearest location. Not even 5 minutes after ordering, I got a call from Kanoe saying my watch was ready. She said the closed at 8:00 pm, so decided to go at 7:00 pm. Got in there and was helped within minutes. Just so happen, Kanoe was to help me. She set up Watch and helped me transfer information from my old iPhone to my new one. Put all the screen protectors on for me and bumper for my watch. She even explained a few things about the 2 devices and helped set up my screen saver for my watch. I'm super stoked to finally get this done and it was stress free cause she did everything for me. Mahalo Plenty Kanoe!!! So glad you guys hire great people to work for you! read more

My husband needed a new smartphone and we were helped rather quickly even though a lot of T-Mobile's are closed. We bought an iPhone 7 something good enough for my husbands new job were he can answer emails from his boss. We also bought a protective cover for his phone very grateful for all your help. The young man that helped us went above and beyond helping us with any questions we had thank you I'll be back to upgrade my phone soon. read more

Upgraded a phone. The staff was courteous and knowledgeable of the phones and services. All my questions were answered. Much Aloha! Visit was quick. ***To the manager: Buy these guys some Malasadas, they deserve it. :) read more

A man made two purchases of $300, yesterday (3/19/22) afternoon from this location in Kapolei with my sisters stolen credit cards. I am a life-long TMobile customer myself and know how professional these reps usually are- and ask for verification information down to the T! I am super shocked that this company in the Kapolei location had even allowed this purchase without an ID check for this man to use a stolen card TWICE. Too worried about making any sale for commission. I am curious to find out who was working this shift to let the company know our thoughts. read more

Melissa helped my mom and I switch out our sim cards today. She was very patient with us, easy to talk to, and fun to be around! You can trust that you will be taken care of when you come here! (: read more

Keahelani at Kapolei Hawaii was absolutely amazing! She went above and beyond to help us with all are issues.Best costumer service and diffenitely recommend her to all my family and friends.We go t-mobile a lot but she's by far the best out of all the t mobile location. I took my family all the way from town just to see her. read more

Headed to the Kapolei location from Ewa Beach because they close at 6 on Sundays. We get there an hour before closing. Me and my other half and I came in excitedly to finally upgrade his phone. We let them know, we need to upgrade his phone, and the first thing they say is "we close in an hour, so we can't transfer data" and he (the associate) looks at his co worker and the cor worker says "yah, no..we can't do data transfer" I work in customer service, and I know not to turn people away like that before closing hours. They SHOULD HAVE proceeded to help us with the upgrade of the phone, then ask if we wanted to do the data transfer at home or come back another day. So we left. Their vibe was totally off-putting, like we shouldn't have come in, and it inconvenienced their plan to close the store at 6 pm. Even though we were there at 5 PM. Do better guys, even toward the end of your shift... don't taint the name and reputation of T-Mobile and their awesome customer service. read more

Thank you, Melissa!!! She was so helpful in getting my husband and I or new phones and adding a line on for our son. She was very friendly and personable, and made us laugh during the process. When our phones finally came in the mail we went back to have them help us put on our screen protectors and again they were helpful and friendly! read more

My mother in law had an appointment 10/10/21 at 2PM for iPhone SE set up. I called the store in advance and told the gentleman to please help her out setting the phone up. She reports in the morning that she was very displeased with the customer service and said the gentleman was not helpful at all. The thing that bothers me the most is that I called the store. IN ADVANCE. And asked to please help her out because she is not good with technology. This the only way she can facetime/videochat with family. Next time, if you don't have the patience to help out a customer and just trying to make sales, pass it to someone else. Matter fact, if you don't have the patience at all, just get out of the field. read more

I was a long time sprint now T-Mobile carrier and this phone company always has something. Dropped calls, missing messages and just overall horrible service. I moved over to Verizon because we were sick of it. Paying $300 a month to not get a good service?? Not worth it. Anywho, while getting a new phone/upgrade I experienced horrible trouble. I sent my old phone back to get refurbished (credit) for the new one and 3 months later I get a bill of over $1000.00 cause they said they never received it. Mind you I turned it into the business itself..... since my account was on Autopay they said there is nothing they can do if the payment goes through! Idk who in their right mind in Hawaii just has $1000 laying around to pay until this company figures out where they f'd up!! So I had to call every month for 6 months to turn off autopay so it wouldn't go through. They finally figured out that my phone got "lost" in the mail and told "sorry ma'am it happens sometimes" like I'm just supposed to be okay with it. In September we closed our account and moved to Verizon! Best decision ever... anywho now I have a bill from sprint saying I never paid my last bill of $300 for service I didn't even use. I was in the store when I closed my account! I don't have access to my account to see statements and charges but I'm expected to pay for it! Since I closed the account I don't get notifications and they just sent me a bill from collections. I can't get any help cause they are only gonna tell you what they see. So I'm here to tell y'all to switch cause this phone company does not care about you or your service. Save yourself the stress cause it will happen to you. read more

The service this location offered was spectacular.  From the time I entered I was properly greeted and they were just so friendly.  Tried moving all my lines from Sprint to T-Mobile to get free Netflix was the plan.  The associate found that I was being double billed for 1 phone and got me a refund of over $350.  I think her name was Kahea.  I'm sorry if it's not correct.  She spent over an hr with me taking care of this.  I was so happy that I bought the location lunch.  This store is now my go to. read more

The service this location offered was spectacular. From the time I entered I was properly greeted and they were just so friendly. Tried moving all my lines from Sprint to T-Mobile to get free Netflix was the plan. The associate found that I was being double billed for 1 phone and got me a refund of over $350. I think her name was Kahea. I'm sorry if it's not correct. She spent over an hr with me taking care of this. I was so happy that I bought the location lunch. This store is now my go to. read more

I just changed provider from sprint to Tmobile The staff was very curtious and helpful and gave me a good deal and phone I was supposed to receive a store credit in March but due to the pandemic the store was closed Came in the other day and promptly my account was credited Highly recommend this store and company read more

This is the best t-mobile on the island. The staff are always friendly and very good at communication when it comes to where you're at in the line. They're very accommodating and there isn't every a crazy line like the other t-mobile's in town. I've came here multiple times for all of my random phone problems, needs, or phone upgrades. lol Come here if you're a t-mobile customer you won't regret it. read more

I dropped my phone in the lagoon at Ko'olina, and immediately came here after to see what I could do to get a new one, etc. I had such a great and efficient experience here! It was a couple of weeks ago now that I visited, but I believe Melissa and Ayden were the ones who helped me out! Melissa, my brother, and I joked the whole time, and I also got a new phone and case! Thank you Kapolei T-Mobile for helping me during a stressful time! :) read more

T-Mobile kapolei, hi. Lost all my photos on my phone. I entrusted their representative to backup all my files and images onto google+ before they recommended that they will need to restart my entire phone and clear all info/data. I was questionable about my photos &contacts and info if I need to store them on a USB drive. They reassured me that Google+ is much convenient and faster to store everything for me. that was a complete lie!!! The end result, the representative screwed up and didn't sync my photos to my new defaulted phone that they had wiped out completely. All they said is next time I need to auto sync all my photos!!! ARE YOU SERIOUS T-MOBILE IT WAS NOT MY FAULT! LESSON LEARNED: never trust t-mobile even if they reassure you and always stick to your gut feeling! read more

Finally switched over from Atnt. Want to give a very big MAHALO to ABBIE. HE DID SUCH AN AMAZING JOB AND Went above and beyond customer service. Abbie thank you so so so much for helping me and my family. You've definitely got a customer for life. read more

A big MAHALO to Luana at the Kapolei T-Mobile! We came in to fix my daughters phone which had a data problem and she not only fixed the problem but gave us a good offer to upgrade her phone to the iPhone 14. She was very helpful and patient throughout the whole process. Her customer service was EXCELLENT. Thank you so much again Luana :) read more

Finally after being with Verizon for 10 years, decided to check out T-Mobile. Justin was our Sales Rep there. Easy Breezy, is what I like during any transition. The whole crew was actually pretty cool and made us feel comfortable. Much Mahalo Justin and da Crew!! Don't forget to stop by our shop We share the same kinda Aloha read more

Abbie was so awesome! Would highly recommend working with her! Very grateful that she was able to help us figure everything out. Boyfriend was jumped, phone ended up in Waianae, didn't know what our options were since the police couldn't do much. She's very knowledgeable and professional! So thankful she helped us handle a difficult situation. Walked in expecting to have questions answered and NOT be able to get a phone considering the bf's wallet was taken too, but we problem solved and temporarily added him to my own account. read more

Bad customer service!! Techs not competent! Internet really slow on island! Internet only works in stateside! We got 4 lines last month (May 2017) and we weren't explained everything and only found out when we called to cancel the 4 lines. And we ended up with extra charges!! We could have went to another company for better service. Rip people off just so you can make a sale. Don't go with T-mobile! read more

Keahe & kealohi are literally the 2 best employees. They go above and beyond and really take their time to address all concerns! If you're going here, definitely ask for either of them! Just awesome! read more

Horrible, I walked into the Kapolei location and the man behind the computer talk to me, told me to wait a minute came back, just to smell like cigarettes. That same man gave me a quote for another line, different to my bill that added 10x more, then he said he didn't tell me that, good thing my son took a selfie of me on his phone talking to him previously. I also called because I notice my bill went up without notice and it had to do with the insurance. Shame on you T-mobile. Check your bills, Check your rates. read more

Erin at T mobile really very very helpful alway happy to serve and goes the extra extra mile to switch from ATT to t- mobile. Which far better then ATT is. The app is a breeze she very good at her job if ever in Honolulu come see Erin at T mobile I was touched they even gave me a bag of goodies even tho she did all that. The phone is super fast I'm glad I switch over. read more

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