Such a slow employees here. Maybe it's not their fault but all the processes they doing on their tablets takes ages to make it done. The management should consider to speed up all the processes. read more

Terrible service. Ive walked in for help on several occassions and they dont greet you when you come in and they dont seem to want to help at all. Ive been trying to call all day and no one answers the phone. Not really sure what is going on here. The Lincoln location seems a bit better but the parking there is atrocious read more

I stopped by with an issue with my phone and Carolina fixed it quickly and efficiently. Thank you Carolina! Eli also made a couple suggestions. Thank you Eli! This is my Go To store, and all employees have always been very helpful. I don't quite understand the negative reviews about this particular store. Keep up the good work, team! read more

Where do I begin... After purchasing a phone case that was waaaaay overpriced, I attempted to return the case to my local store. I called to confirm that this store could take my return. They said they could not process my return because it was not purchased at their store. So I called the Santa Monica store to confirm this, and they said that wasn't true and called the MdR store to speak to the manager and confirm that I could return the case their. When I arrived at the store, the staff was rude and uncooperative and wouldn't take the return because it was paid for with my wife's credit card. Then when I tried to purchase a $50 screen protector, I wasn't offered any advice or an installation service. Then they didn't even have paper in the printer to provide a receipt. When I said that could just email me a receipt, they refused and made me wait for them to fix their printer. Then when my wife came back to return the phone, they couldn't associate her credit card with the purchase. So we ended being overcharged and wasting a ton of time. Avoid this store at all costs. read more

Bad experience with everyone except Denise, she helped alot. Manager mike and the other young guys dont know there head from there a**. Better to not deal with them and call the customer service line , they are not motivated to try and make as much money up front and be useless later. Sorry dont mean to rant but wow, "hate much guys " ? Call center 100% better, wait no 300% better than instore d bags. Now ill give it to you im probly just upset because the poor little millennial didnt get his way but remember the customer is always right. Hope this helps save you time and a bad experience unless you are opening new lines they will treat you like the plague. Keep up the bad work guys.... read more

I have used this store numerous times with no complaint, until today. I purchased a brand new Iphone 12 Pro yesterday. The associate did not make sure that my photos backed-up, so I lost 7 years of memories. Wedding photographs, pets that have since passed away, videos of family events, etc. Let's put that aside for a minute though. I get home and not 12 hours after I purchased my new, $1000 phone, I see a hairline fracture on the screen. Rub your finger across it, can't feel it. You can see it though. I did NOT drop it. I did NOT put it unprotected in my purse or anywhere else. I call Customer Service. The guy says take it back in the morning and they will exchange it free of charge since it wasn't your fault. I go in today and they tell me I have to pay a $70 restocking fee. I explained that I did not damage the phone. The guy says I cant prove that it was damaged. I said how am I supposed to prove it was damaged when you didnt even bother to look at the phone before you sold it to me? He said sorry. I explained that customer service said the store would replace the phone free of charge. They said customer service doesn't make decisions for the store. I call Customer Service back. They call the store. The best they will do is "revisit" the issue tomorrow. So now, on a Saturday, I have to figure out how to rearrange my schedule to drive to this store (which is NOT near my home) to maybe have a small chance they will do something other than blame me for something I didn't do. In the meantime, I get a damaged phone that I am afraid to use at all because I do not want the scratch to get any worse for fear they will tell me I caused it. This is the WORST customer service I have ever experienced. You would think being a loyal customer for over 8 years would mean something, but apparently it does not. Purchases your last 4 or so phones from this location also means nothing. This place is a joke. Order online. It's cheaper and you don't have to deal with the bs. read more

I don't leave reviews often, but I felt the urge to. Once I walked in, you can feel the employees nasty attitudes. I wanted to buy a new phone and the guy helping me around 3:23PM, who wears glasses, Latino, kind of stocky. Well he seemed like he didn't want to help me at all, I was asking about phones, and he just had a weird face toward me the whole time, like he was constipated. Anyways, I'm glad I had a horrible experience, I wouldn't want to buy anything from them at all! Just nasty attitudes and half ass employees. read more

Best customer service experience adding a line to existing account at the T-mobile kiosk at Costco. Donald E. from the marina del store assisted us and was so thorough and patient in double checking to make sure that there was no hidden or extra charges. Hands down, the best mobile customer service experience ever. Thank you Donald! read more

I decided to upgrade the phone I bought two weeks prior at another location. After a bad experience there (guy who helped me was rude), I went to a closer location which refused to help because it was a retail location and not a corporate location, so they don't provide some services (she was lying). Then I went to the Marina Del Rey corporate location, and the people were informative, polite, patient and made the upgrade and transition to my new phone quick and painless. They also said all locations both retail and corporate have the same capabilities but some retail locations act like they can't do certain services because they're lazy. If you're in the Westside save yourself from a headache, forget the smaller locations and just go here instead. read more

The worst place ever. We waited in line from 530 pm. We got inside at 6.00pm we were told we cant be helped because he had to go home to hís family. He should had told me while waiting in the cold and then gọt inside. Freaking hate t-mobile. read more

Seriously wtf is wrong with this location !?! Waited an hour and 10 mins for someone to assist me to simply switch out a phone and received no service. I've frequented this location in the past and never waited more than 30 mins (on the busiest of days) and yet this location continues to decline each trip I've made. I've visited 4 times this week and received the same level of service each time (or lack thereof). Pretty ridiculous and they never seem to have a manager onsite so I'm unable to speak to anyone that gives a crap as they all mosey on about their day, absolutely ridiculous as they have 0 sense of urgency will definitely be switching my family plan this week back to sprint. read more

We have had a family plan with tmobile for almost a decade now. The Marina Del Rey location was our go to store and we love that store. Sadly, today we had to just leave. We wasted our time. We can't even walk-out cause we were waiting an hour OUTSIDE already. I could have waited a little longer but I was with an elderly. They have signed us in but not sure what the purpose of that really. Due to Covid I understand that there's a limit of capacity/occupancy, so we waited outside until we were told that we can go in. We wanted to look at a few phones before we upgrade. What I found ridiculous was that during that hour that we were waiting outside, other customers were just in and out of the store. Not just one or two. Based on my observation 3 or more people were helped before us. And staff are just continuing on helping those that walked in, signed in or not. At one point, I asked one of the staff if the customer that just walked in was signed in before us and her response was totally unrelated. It was just a yes or no question. If she wasn't sure, she still didn't come back to update me. So that tells me already there was no system in place. The staff said that she was in training and waiting for a Mobile Expert to be available, but ironically she was helping the customer behind us who I believe had the same purpose of getting/upgrading a new phone like us. So what upset me the most was the lack of communication and professionalism. Are we up next? Or we have to push ourselves in to be helped like other customers. If they are busy i think that's something they need us to be aware of, can't even give us a time frame for how long the wait is or how many people are ahead of us. They can even suggest other things like making an appt. Never knew you could actually make an appointment or thateven existed, I had just learn that myself by looking through the website. Nothing was said, they just passed by us. I was reading reviews from Yelp while getting impatient and obviously people have had good and bad experiences but how does Tmobile Business Manager resolve it? They copy paste the same response to every negative review like you're talking to a robot. What do they do for their loyal customers for the "bad experience and the inconvenience"? It's sad and disappointing. read more

I want to applaud the outstanding service I received from Jennifer Brito at the T-mobile store in Marina del Rey I could not have be more pleased by how helpful she was with my purchase of two new phones and with switching away from ATT. First, she was very thorough in her explanation of all of the services that were available. She was incredibly precise in how the insurance worked and did not make broad generalizations. Because of that clarity, I bought the insurance. And finally, she was remarkably patient with me. Frankly, I first began by purchasing the 11 Pro Max... but when I realized that the Max would be too large for my needs, Jennifer not only completely redid the paperwork, but went to a nearby store to get me the phone I needed. All of this, mind you, with a smile on her face. Superb customer service! read more

I am a shameless fan of T-Mobile. I have a family plan that keeps the bill reasonable and convenient, and generally speaking, I've had good service in all their stores. (I will restrain myself from ranting about certain other phone companies that will NOT BE NAMED because they are SCUM OF THE.... oops. Back to my review...) I have wandered into this particular little T-Mobile with all sorts of odd questions and wishes (do you have a gizmo that can make my phone do such-and-such?) and the staff there have been patient and kind and have not once laughed at me to my face. I've gone in in a panic that "something is wrong with my phone" when the problem turns out to be something in the "duh" category and they've still been kind. I've gone in to recheck available plans to make sure I'm still in the best plan for my family, and they were cheerful about it. One caveat: a side-effect of the kindness and good service here is that sometimes there is a line, and the person in front of you may be me, with yet another question. read more

Sigh. Why is it impossible to buy the phone you want at the most convenient store? Even buying the phoneat the least convenient location isn't an option. And guess what? These sales associates don't care at all. It was all the associate could do to stand up, walk across the store and show me the phones that I was interested in. Tip:if you don't like your job, or if you don't care about your job, quit. Do something else that animates you and the people around you. Don't sit around hating the idea that your job is to help people find and buy the exact product they want. read more

Great location. Always easy to park. Reasonably fast service. Average staff. The girls were helpful but a little unprofessional. They were talking about another customers issues in front of me. That's something that can always be discussed in private. read more

T-Mobile Experience Store - Mobile Phones Near Me - Marina Del Rey, California

George G set our company up with a new iPhone with the JUMP program, and we purchased an otter box to protect the phone. He also inspected another phone and assisted us with exchanging it because it was covered under the warranty. Next, the insurance company sends us two phones instead of just the one we exchanged, so I made sure to get a copy of both proof of delivery receipts (in case they try and pull some fraud on us) Sure enough the next thing I get a text from the insurance co. stating that they did not receive the phone. I shut that down with my proof. Then we got a letter citing a provision in their terms and conditions where we agreed to pay a non-refundable $300.00, and that the phone was damaged and not covered by the insurance. I went in to the store to make some inquiries. Carolina C was able to quickly follow up with the insurance company and remove the $300.00 charge. Turns out that George G had inspected the covered phone thoroughly and taken notes on that day we exchanged it. Big thank you to George and Carolina for their prudence, respect and efficiency. They both deserve a raise for high quality service! read more

I started with T Mobile 3 years ago and honestly i couldn't be happier. But, the reason I am so happy is because the staff at this store. Every single person in this t mobile store have such great personalities. I think I have the absolute worst luck with phones I don't damage them but somehow I get the phones that die at 50% or glitch. I have been into this store about a 100 times and I feel like the problem child and Kaitlin and Marcel have been so incredibly helpful and never made me feel like crap for having all these issues.. The store as a whole has something special I have not come Accross anyone there who has not been helpful. If I could give 10 stars I definitely would they deserve it and more!! Thank you guys for being so amazing at your job! read more

The location is great and convenient, the staff is friendly and professional. But it is not about the connection service. I had not connection almost for 2 days!! And I could not come earlier, because I was out of L.A.... I think to switch on other better provider. read more

This store is awesome with excellent customer service, friendly staff, and all round good deals. Much cheaper than Verizon or ATT. I was in here about 8 or 10 times for 2 different phones and was treated like royalty. Does this store get busy at times? Yes. Do you have to wait at times? Yes. Do the employees take their time with all customers? Yes. Try going in an off hour. I looked at the other reviewers who gave bad reviews. Come on, do you really think a store employee would yell at a customer? Get real. To the guy who wanted phone service overseas: Of course you need to change a sim card when you arrive overseas. I did that in Germany and it was both quick and easy. I did change from T-Mobile to Verizon as I work at times in downtown Long Beach which is a dead spot for T-Mobile. Not the fault of the store in MDR. If T-Mobile had better coverage, I would happily switch back from Verizon to T-Mobile. read more

Best T-Mobile store I have ever been to. When I went to some of the other stores the service wasn't quite as good as it is at this gem of location. The representatives were patient and very helpful. I don't know what the previous lady is going on about. This store is the reason I stay with T-Mobile. They are the BEST! read more

If I could give a lower rating, I would without any hesitation!! Apparently, from the other numerous LOWER RATINGS on here, the representative BRENDA seems like a real disservice to T-MOBILE. I have been a loyal customer to T-MOBILE for over 10 years and Brenda was the worst encounter, I ever experienced. Her service was not knowledgeable, UN-hospitable, and VERY RUDE! Her service makes you grateful for artificial intelligence. I arrived 15 minutes, before they were closing BUT **key-point: they were NOT closed yet. All I was doing was picking up an device. I felt like a burden the whole time to this lady from her energy. read more

I called the store and spoke with Brenda, who assured me she would save an iPhone 7 plus 128 gb phone for me. After getting to the store 20 minutes after the phone call at the time we discussed, I waited about 15 minutes for service. When I got someone, I waited another 15 min...for him to come back and explain "there was a mix-up" and she sold the phone despite saving it for me. I was then told they do not hold phones for anyone, despite Brenda saying multiple times on the phone she would. Needless to say, I am sending this on my old T-Mobile iPhone SE, but can re-update the review on an IPhone 7 plus given to me by my new provider I am switching to. read more

Needed to replace my tempered glass screen that was mailed to me from the manufacturer (see previous review.) Diyana took her time to make sure the tempered glass was placed perfectly and without any dust! read more

Jennifer was really an amazing associate she went through all the procedures we needed to get a new phone and even though we kept her 20 minutes after they closed she was not impatient nor rushing us at all. You're the type of person who make the world a better place thank you and thank you for the note 7! read more

The staff here deserve 5 stars because they are friendly and helpful. As a specific example, the speaker on my Android phone stopped working completely so I couldn't hear callers and they couldn't hear me. Dweh and Casey solved the problem - one of the apps I had installed disabled the speaker. We reset the phone to factory settings and the problem was solved. Really good problem solving and patience on their part. The 4 star rating simply due to T-Mobile as a company in general, not this specific location. Basically, you get what you pay for. When I had Verizon, reception was fantastic on my phone. With T-mobile I notice a lot more dead zones. Then I was paying twice as much for Verizon. My wife got tired of the phone reception with T-mobile and switched to Sprint on someone else's family plan. Her reception is much better now. I'm still stuck with T-mobile on our family plan, along with her parents. Maybe her parents and I should be rating my wife along with T-mobile. read more

Situation: I cancel my service with T-Mobile in December. Today 18 of June I got notification from Credit Karma that my score dropped down on 65 point and I have a collector's debt . I called collectors company because I was so confused. They tell me that I have debt 74$ with T-Mobile. I was confused more because I payed all my services and closed it. They didn't notify me of any debt . Right now I am spending lots of time to understand what's going on here and why I am a victim of this company and they didn't want to cooperate. I called them and ask for help ! Representative said I don't have your information anymore and gave me number of the collectors of T mobile and guy who works there said that he can definitely help me to remove it from my credit score for 200$. Why I should pay for someone mistake? Why should I spend time doing that ? Why I should struggle with my damaged credit score? This company is the worst experience I've ever had in my life . I can leave bad review only if something unfair happens to me . This case is damaged my credit score and gave me so much discomfort. But the funny thing is that nobody notify me about it . If I didn't have Credit Karma I never knew that I have it . And in case I wanted to take a lease or make a credit card they will tell me that my credit score is low . That's unprofessional and this company deserve punishment for this ! read more

I woke up this morning to all 5 phone lines disconnected. Needless to say, I was LIVID! I attempted to call T-Mobile through my MacBook using my Google Voice number. I was on hold for 56 minutes and 14 seconds. I have a screenshot to prove it. Double my level of pisstivity! I drove to the Marina del Rey store and worked diligently to level my emotions and my attitude before interfacing with an in store customer service representative. I walked in and met George....St. George. I explained what happened, he called customer service, and after an hour of diligent effort, my problems were solved. His expertise was impeccable. He was calm, understanding, and committed to making sure that the issue was resolved - completely. There was a point when he was compelled to explain to the customer service representative what to look for when trying to access both the lost account and lost phone numbers. While speaking with the representative, he kept me abreast of everything happening along the way. His commitment to efficiency and excellence in customer service was definitely calming, and as one accustomed to being in control, it was nice to be able to trust an "expert" having full confidence that the mission would be accomplished with efficiency and accuracy. I am so thankful to George for his assistance this morning. I walked away extremely pleased and committed to traveling to the Marina store as opposed to calling the 800 telephone number when I have future cellular needs. The T-Mobile administrative team definitely needs to give George an award, star, sticker, free lunch coupon, pay raise, position promotion...whatever is necessary...to demonstrate gratitude for the role he played in making sure T-Mobile retained a customer. This morning, understanding that this termination of service was not my fault, I was prepared to carry my business to another cell phone provider. However, George saved the day! Thank you, George! read more

f I can give people advice to not being screwed by them, I will. I was with AT&T for 2 years and changed to T-mobile, because people told me it was less expensive with them. I made the biggest mistake of my life to be in contract with T-mobile ! It's sure less expensive, but it definitely fits the quality! You can be sure that with T-mobile, you won't be reached 80% of the time. Many people told me they were trying to call me and get me straight on voicemail, .. which is really weird because I NEVER turn my cellphone off! I call my boyfriend everyday (he is with T-mobile as well) and it's the same. I can call him 20 times in a day, and it rings and no answer or straight to voicemail. When I checked his phone, NOT one missed call was on his phone! You have free calls the weekend... you can say YAY!! but the weekend , you CANNOT call, because someone on the phone will say "SOrry, all the lines are busy right now, please try later"... well this happens at 8pm... try again at midnight, still the same !!!! They shut your phone off for NO REASONS !! you have to go to store and they will charge you to reconnect your phone ! I have an automatic payment. They debit me every month from my credit card, so therefore I'm not supposed to have any problems to be disconnect for no payment. Well, they disconnect my phone twice in 4 months ! I can't call, can't text, can't receive calls and can't receive text message... so it's like living in 1850 ! I went to T-mobile store on Marina del rey (glencoe av), and trust me... NEVER go there!! they are such incompetent ! I went at 7:50pm and they had already closed. (They close at 8pm by the way). There were 2 staffs in there with one customer. I stayed 15mn in the front and tried to talk to the woman to explain it was really urgent, my phone was disconnect and I was expecting an important call! But they didn't care AT ALL! they snobed me and then they were acting like I was not there! I"m gonna go back with AT&T, it may be more expensive but at least, I have a phone that works, good quality service and at least people can reach me !!! so please, be yourself a favor and avoid T-mobile read more

Great experience here. Staff is extremely knowledgeable. You always feel stressed out in situations like this because of all the confusing options but in this particular instance I feel very fortunate to have worked with the entire team and especially Corey. Highly recommend this T-mobile store! read more

This is my local store.. This time they utterly failed and hence the 1 star, otherwise would have been a 0.. Came in because I needed a new charging cable... Tall guy came up to me while I was browsing the cables (which are NOT marked with a price by the way), and asked me how long a cable I wanted.. They had 2 lengths of cable available, I chose the shorter less expensive length and the guy said it would cost $15.. I said OK, and we proceeded to check me out for the cable, but then he looked it up on the computer and it was really $20, not $15 like he had earlier said... I became a little annoyed, and I mentioned that the prices should be marked on the items, and it not, people working there should know what things cost. He remarked snidely, "look around at how much we have here, I'm supposed to remember what everything costs?"... I remarked that $20 is a little pricey and I wanted to see the actual item price on the monitor for myself.. He would not let me see it, and then he said, "you can either buy it for $20 or you don't have to have a charging cable"....... This really ticked me off, and I stormed out of there shouting expletives... Went next door to CVS, and bought a better cable for $10. read more

Literally the only reason for the one star is Pedro, who helped me initially and was kind, responsive, and helpful. I deeply regret having to come back to finish this appointment later in the day with someone else because it was truly one of the worst human interactions I have had in my life. Virgil was a nightmare from the second I walked into the store. First I was screamed at to stop in the doorway and stand in the magenta square next to the door. There was no one else waiting in line and the store was not at capacity (I spent my morning in the store and saw how nicely customers were asked to wait outside if there were too many people in line). This was not the case at all with Virgil working. He was nasty, condescending, and sneaky at every turn. I had a simple request- get a new phone! He acted like every single thing I asked for was taking money out of his pocket and inconveniencing him. He was not forthcoming with information about the new phone and new plan, left out important details when I was trying to get the details sorted out, and laughed at me for not knowing the exact date Sprint and TMobile had a merger. I had already verified all the details of the transaction I was about to make with multiple other employees of this company both over the phone and in person just so I wouldnt have any extra questions when I got into the store itself to pick up my phone. Virgil was so negative and put up roadblocks at every turn. I literally had to say at one point "lets just try to solve this and be proactive and if it doesnt work we can try another route together." I have dealt with more cooperative 4 year olds. I am so confused about this person's motive in making this experience so hellish and uncomfortable. Your whole job as a store employee is to assist customers in their requests. I literally was attempting to BECOME a Tmobile customer and give the company money by leaving another cell carrier and get a new phone! Needless to say after trying my hardest to get any type of sensical assistance from Virgil, I left with no phone and lost time out of my day. I am truly confused how this person has a job. I understand everyone has a bad day here and there, but this was not the case here. Such a shame. I hope he finds some happiness in his life because he surely needs it. read more

Worst customer service ! Was harassed by Marcel about not signing up in store .. I was changing service from sprint to T-Mobile and did it on phone at home when my SIM card came in mail I brought to store to have them put it in for me first time I went in a girl helped me and told me I need to have sprint unlock my phone so I went back to store 3 days later when I had time and Marcel gave me attitude about signing up on the phone and told me I needed to have my account number and my PIN number from sprint ... ok , why did they not tell me that in the first place .... and then on top of it treat me like shit for not signing up in store ! Not going back I'll find another store ! read more

A really friendly,professional group of employees work here! Special thanks to George,Katlynne and Carolina-I still miss my Nokia 6010!!!

So I'd start out by saying this: if you're considering switching to T-Mobile, don't do it. As a company, they're a complete nightmare to deal with. My service is sucky in some very important places. (Hiking trails around LA...LAX...random parts of Santa Monica...) Verizon was a million times better. That being said, I stopped by this store today because I wasn't getting ANY SERVICE AT ALL. For almost 24 hours! The guy in the store was friendly, quickly changed out my SIM card, told me to wait an hour and my phone would be perfect. He said that sometimes your SIM card gets "attached to one cell tower" or something like that. Okay, fine. An hour later, it wasn't perfect at all. Two more 20 minute calls to T-Mobile finally resolved it. Annoying. So the people in the store are friendly, but T-Mobile as a company has a LOT of work to do... read more

Carolina was the one who helped me trade in my iPhone and out of my few experiences dropping into a T-mobile store this was probably the best one. Luckily I was there when it was empty. Carolina quickly helped me out, covered all the basics to the trade-in process and was clear about the payments I would have to make. She was nice and helpful and I would recommend anyone dropping into this store to meet up with her for questions or concerns. read more

Oh god how much i love this tmobile store. I have always had my doubts about tmobile stores customer service since i here so much bad things about it but this one was amazing. As soon as you walk in you can feel a friendly vibe. I needed a new phone (since i'm tired of my iphone's screen cracking on every drop it goes through.) They narrowed down the best phone for my needs. I went for the galaxy s3. And in less then 20 minutes i was out on my way. Ask for stuart! he really is hands down the best. read more

I purchased a prepaid SIM card kit at www.t-mobile.com and after I received it, I realized that it did not come with an activation code that I needed for the SIM to work. So I headed to this T-mobile store to get one. There was a person in front of me so I had time to look around the store. I had eyed the Activation Kits (that contains the codes) to the left of the counter. When my turn came, this salesperson (his last name was Kim) says too bad "yesterday was the last day they could sell the activation kits alone as ordered by T-Mobile HQ". He then tried to sell me prepaid phone kits that I didn't need. Now, I had done my research before I went to the store and I knew he was pulling my leg. He probably realized that I didn't believe him so he proceeded to take down the Activation Kits on display and stored all of them under the counter. He even said: "I should have taken them down earlier." I left. I then went to the next T-Mobile store that I know of (the one closest to Costco on Lincoln). No fuss, no questions asked...I got what I needed. I was so happy about the service that I bought a few more $30 prepaid refill cards. I figured I would need them anyways and wanted to give the business to the nice guy. I realize these guys work for a commission but they don't have to blatantly lie to their customers. Shame on you! read more

Just left this T-Mobile and had a wonderful experience dealing with Devan. She was just excellent from beginning to end. I had one line, wanted to make it a family plan and bring one phone over from another service. Walked out an hour later with 4 new phones and am super happy with everything! read more

Overnight, my phone had transformed into a brick. In a panic, I drove to the T-Mobile store and Carolina C was calmly and kindly able to put me in a new model. I've always had great experiences with this particular store. read more