Ozzy S. was extremely rude and disrespectful and I'm leaving T-mobile because of this guy. After driving to 3 different stores the first one in Hollywood couldn't help and they asked me to go back to the store where I have purchased my phone in Venice after I have arrived to that store it was closed and they have put a sign referring to this store on Wiltshire , I drove there and as soon as entered the store all I saw is one staff member and other customers waiting, few minutes later another staff member his name Ozzy walked from the back door eventually he walked to me and asked about my name to put it in the wait list then he told me they may not be able to help me because the store will be closing in an hour,I was not happy with his answer and simply told him that I need to get helped and this is the 3ed store I had to drive to, he immediately became very rude and offensive and he asked me to leave the store or he will call the police on me if I don't leave, Woow! What a great way to treat a paying costumer in need of some help! And guess what he had the time to actually call the police instead off investing that time to help me out! NOT ONLY I DIDNT GET HELPED BUT I HAVE ALSO BEEN MISTREATED AND DISRESPECTED BY AN UNQUALIFIED STTAF MEMBER THAT ALL HE CARS ABOUT IS WHEN TO LEAVE! THIS IS NOT HOW I WOULD LIKE TO BE TRATED AND I'M NOT PAYING AN EXTRA PENNY TO T MOBILE AFTER THIS read more

Phil Lara provided us with new phones and tablets . Very attentive great customer service. Shout out to Phil ! Thanks!

Not sure where T-Mobile are recruiting these bad reps from because at several locations I see a pattern. When I visited this location on 1/22/23 the rep was so aloof and fixated on watching the tv as I stand in front of him asking a simple question. Clearly I was a disruption so I moved over to two reps who if's themselves as "team leaders" for clarification on my billing statement. For the rate of Verizon, they should match customer service level. Once contract is up, will be heading on over back to Verizon. read more

We tried T-Mobile​ for about 10 days before we realized how many dropped calls we have had. Several of streaming videos kept buffering and never loaded. We immediately returned our phones within the 14 day period and until now have not gotten our refund. I called the customer service line several times and they say that they haven't received the equipment yet. I have checked the tracking on the shipment and sure enough it says they got them. They are lying to keep my money. They keep saying that they will have someone give me a call and I get nothing. It's been several months now since I have cancelled and still no money back and no call back. I have to warn you.. The bill will probably be around how much you pay for your current provider but you will get horrible service. I want my money back. I will probably have to file a BBB report to get a response. Service: terrible In store associates: helpful and very friendly Phone customer service: terrible read more

I went to T-Mobile to buy a phone and a watch.. I was helped by Imelda, the store manager. She is Professional, smart, and very knowledgeable about all the products at the store. Without her knowledge and service the store would not do very well. I definitely recommend her to help my friends and family. The corporate office needs to take note to keep this type of employee properly compensated to avoid losing some of their best employees as I have seen over the years when I have visited T-Mobile. Imelda, Thank you for your excellent customer service! read more

You merged with sprint now I can't make a phone call. Congrats!! You are now the worst cell provider. I live right here at 6th and California. A few blocks from your store. Since you merged with sprint my phone keeps dropping calls. So now I'm stuck in a contract with a shit cell company. Not sure what you people did, but I can make a phone call longer than 5 minutes. Had to go get a new phone from att. You see their service doesn't constantly drop calls. Now how do I get out of my contract since you can't provide reliable service. You fucking morons. read more

The service at this T-Mobile location is so helpful and friendly. White glove device all the way. Jocar and Damontre were exceptional in trying to get my new phone to work after I made a mistake setting it up on my own. They are so knowledgeable and put my kind at ease while taking care of my phone phone as well of my husband's. The newly renovated store feels so comfortable and the entire team adds to the comfortable environment. read more

I walk in and A gentleman name Troy went out of his way to help me with my cell phone thank you. read more

T-Mobile Experience Store - Mobile Phones Near Me - Santa Monica, California

I dropped my phone and it quit responding to any commands. I happened to be running an errand in Santa Monica when this happened so went straight to the T-Mobile store a couple blocks away to see if they could get it to work again. The store was quiet and empty on this weekday afternoon. I explained what happened and the woman at the "answers" desk took the back off the phone and re-seated the sim card and it instantly worked. I felt a little stupid and as she handed me the phone she said something pleasant but her face let me know she thought I was a doddering old fool. Oh well, I was in and out in less than two minutes and they took care of my problem! read more

This location like most are there more as branding and sales of accessories (way over priced, I might add. Way over priced). The "customer service reps are mostly bored and barely crack a smile. Some are well-meaning, but there knowledge is - as always - quite limited. They float with iPads which have trouble connecting to a network or get bounced off the network. I went in to look at the new iphone 13 line. There were no demos. It was the 2nd day of the launch. Ok, acceptable reason. But I was there already and instead of going online, I reasoned, let's just get the trade-in done, BIG MISTAKE My sales guy misspelled my name. Then, got the order wrong 13 pro & I wanted the pro max. I stated this multiple times. Each time we had to start from scratch. An hour later, the order was completed. Went home to check out if the trade-in was in the system. It was but for 1/2 the amount promised. Poor input again. So, I called the 800 number and another 30 mins for more competent and friendly rep sitting in a Philippine call center unravelled completely what the local in-store guy did. The rep cancelled it all and started anew providing much more intel to the promotional offer which was in fact on the website and which the ill-trained local guy had no cue about. Don't waste your time going into a local T Mobile location. Bored reps who know very little. And the $40-$60 protective cases are on Amazon for $10-$20 0 star for the local, 4 stars for the call center rep = 2 stars read more

To bad, that it is no 0 for review. I have cancelled order # 974576818 the same day it was ordered due to the fact that the order wasn't done properly and do have a proof of cancellation on email. The email is from T-Mobil representative Rosezelle.Marace1@t-mobile.com received on June 16,2021 at 12:52 PM stating ' This is to confirm that the account 974576814 under the Primary name Anatoly Stolyar is completely cancelled." Despite all of above stated I am receiving a bill that I own to the company for services I have never received and never used. Since the day of cancellation i had to contact T- Mobil customer service not just ones and every time had been promised that everything will be resolved. Today on 08/22/2021 I have received a new bill and had to contact the customer service again. I have my conversation with the representative right at this point on 08/22/2021 at 3:58 PM. It is my hope that after my conversation with the representative the problem will be resolved. The problem of such bad quality of service is not due to qualification of the representatives, they are good. The problem is in ignorance of the management that doesn't realize that the customer is important in order to stay in business. read more

Ilnat was such a sweetheart to put up with the kind of neediness we brought to this store today! thanks for the extra attention, patience and kindness! She went out of her way to address my friend's phone issues, set her up with a new phone and even put the bumper AND screen cover on her phone... She even put the (other one in the package) screen cover on MY phone... not to mention the thorough cleaning job she performed to make sure it was on just right! and I'm a Sprint customer! Seriously, someone give that girl a raise. Its not easy putting up with girls like us and I appreciate her going the extra mile! Goodluck in the future! read more

Torey Whitfield provided some of the best customer service I have ever received. He was patient, kind, funny, and went out of his way to help my family and me. We came in with some frustrating issues, and he was helpful every step of the way. When it's time to buy a new phone, I specifically want to come to this T-Mobile and work with Torey. read more

I have found a lot of employees at various cell phone companies to be rather dismissive and condescending. But yesterday I went to the store located on Wilshire in Santa Monica and the customer service I received from Landry was first rate. He was super friendly, non-pushy and so helpful. He even stayed past closing to help my husband and I. I will definitely return to this store for all my future needs and it's all because of the quality customer service I received from Landry. read more

This T-Mobile store is helpful & the staff take care of your problems quickly. I appreciate the service they gave me. It's nice when you come in & are frustrated to have staff take care of your needs and are not condescending. They have a great selection of products & it's a very nice location with parking on the street & a parking lot on the side. read more

Called this morning to get info on getting a upgrade on my phone , before going into the store during my lunch hour. The phone only rang two times and they answered which was good as I'm asking my questions he sounded like he couldn't answer the questions , he later said " we are pretty busy in the store right now and have a customer in front of me and can't stay in the phone for to long." My question now is why did u answer the phone if u were with a customer? So rude and unprofessional i might say read more

Was just at store to buy a new phone. Went through the whole process just to be told it was already sold. They have nothing to say after wasting my time. Joseph the store manager needs to up his game. Not sincere. Not sorry. Just a poor excuse for someone to lead a store. T-mobile you need to look at who you put in leadership r *****switched to Verizon. Well worth it. read more

Came in for something simple and fast. Just wanted to connect a new phone I bought. They told me to wait. Waited for 20 min and they ignored us and helped other customers that were coming in the store read more

Really terrible in terms of service. Walking in nobody working acknowledges your presence. I politely asked to join the queue and was told I would be next but was never taken care of. 20 minutes of waiting, with no one having an intention of helping me I left... expected more from TMobile. read more

I have been a t-mobile customer for about 8 years now. The other day I had to call tech support due to an error that required the dreaded factory reset, and they told me to go to a store for a free upgrade of my 8-year old SIM card. Tech support said they would annotate my account with regards to this. So I made a trip to the store in Santa Monica (Wilshire and 4th) where "Jasmine" explained there's no such thing as a free SIM card and tried to charge me $20. I told her about the note on my account, but that didn't matter much; she couldn't help me and the manager "Brittney" was already gone for the day. So here I had to leave the store, call tech support (again), find the rep who helped me a few days ago (again), confirm the annotation to my account (again), and explain that the local shop didn't honor their own policy. The phone rep then personally called the store, and when I returned to the shop that free upgrade was no longer a problem. Go figure. Negative experiences like this are not only entirely unnecessary; they also make you think twice about visiting a T-mobile store in person. But judging some of the other reviews of this store here in Santa Monica, maybe reducing foot traffic is their goal to begin with. read more

I have been with T Mobile for over 12 years. I have always done business through this location. It's time for me to finally upgrade my phone and service so I've gone in there once a month for a few months. No one ever says anything to me as they keep their heads down and work with all the young people buying expensive phone and service right and left. I guess I don't fit the profile of someone they want to talk to. I have walked out after 10 minutes every time. I am very leery of signing up for more of T Mobile. read more

I feel bad, but just because T-Mobile is a cell phone carrier means an initial two star deduction. I hate to get on my soapbox here, but their policies are a bunch of garbage where signing up sounds easier than actually retaining their customers. I, myself, have been a T-mobile customer for a few years now and I can honestly say that they have more excuses than one can ever imagine. I will say that their phone-based customer service is one that I find better than other carriers I have had. They are cheerful, attentive and a lot more conscientious and sensitive, especially when one loses their phone or breaks it - insurance included of course; trust me, get the insurance. I am thrilled to say that I really enjoyed the last visit I had at this T-mobile store. We were assisted immediately, although I could tell that they were severely understaffed. Luckily I arrived before rush hour because as I excited the store, that is when a smile line was formed, waiting for their turn between the two (are they crazy?) employees. And get this, the third left for her break as she weaved through the line of people. Anyway, our customer service representative ABIGAIL VASQUEZ (shout-out!) was so patient and so attentive. She was so focused and laid-back about the visit. She is awesome. Go to her, compliment her, heck, only ask for her, she will take care of you. As a matter of fact, she is the reason this store and this company still has three stars! Thank you, thank you Abigail! read more

Terrible service. I walked in trying to get a family plan, the African American girl with the braids had major attitude towards me , made me feel very uncomfortable to ask questions and traded me badly. I don't understand if you're there to help why are you having attitude when someone is trying to buy 4 iPhones 6 from you? I ended up not getting any just because of her attitude!!! read more

Superb help and patience, skill, and knowledge from an outstanding employee Kyle Guillory!! Forever Grateful!! Thank you Kyle for tanding by until the very end!! Amazing sensitivity to the peculiarities of senior citizens!! An exceptional teacher!! Good luck with the rest of your life!!! read more

The WORST customer service! I came to this store twice, last week on a weekend and this week on a weekday in the evenings. I thought the first time was maybe a fluke. What a disaster. I came in, it was freezing and they left their doors open. No one greets you or says hi or asks you if you need help. They seem understaffed because you WILL end up waiting half and hour. The first time I came in I had a problem with my phone (I am on T-mobile) and I waited a long time (although someone was eating in the backroom) and when he finally "helped me" another customer came over who HAD assistance and also tried to talk to the guy who was supposed to help me. I mean it is not difficult to judge that a customer does not need two people on staff and to ignore the person who had just waited for 20 minutes. He did not even say sorry to me when he stopped talking to the other customer. He barely helped and told me to go somewhere down the street. The second time I waited again, maybe 25-20 min and there was a line but I was next in line and a man my age (20s) came in after me. One of the staff came up and asked to form more of a line (there were 3 people.....but service took FOREVER) and told me to step back since the other man is first? I walked out. Not only are they rude and not friendly, but they are not even helpful. I would NOT go here. Also parking here is a disaster and you will have to go to a garage and pay so don't even try to park on the street you will waste your time. read more

I got my phone at this store after a really bad experience at Ghettro PCS (I know, that's what I get for going with those idiots) in Oct., 2010. I explained that I did not want a contract, but wanted to be on an auto-pay plan. I did want some level of text and data, but nothing extraordinary. The rep was very knowledgeable. He showed me some pre-paid phones and then showed me the new Samsung Gravity. I really liked the keyboard and how easily it operated. I actually felt like I had joined the new century. I went ahead and got the most affordable plan that included limited minutes, text and data. The phone was gonna cost $15 a month on top of that and that was fine with me. I didn't wanna fudge around with unlocking phones and such, so I figured it'd work out. And it did. Until I moved. Then the nightmares started. I moved to Chicago about a month later and my phone would start up randomly with text messages from some evil phantom. No one knew what any of this was about. I called and called and called. I tried to send the texts back. I went into stores. No one knew what to do. I noticed that more than 1/2 the time, the data didn't work very well. And the battery went so low at the use of Google Maps that I didn't want to bother. It rarely worked anyway. In all fairness, maybe that would have worked better after the phone was reset. At my wit's end, I finally got hold of a techie at T-Mobile that said the phone needed to be reset. So that solved it! But boy, that just took forever. Exasperated - I cancelled the text and data plan because it just wasn't worth the extra cash when I rarely used it and it didn't work well anyway. So now I was paying a lot of money for a fancy phone but not using any features. As time went on, it is now over a year later - and July, 2011. I was entertaining getting the phone unlocked and trying another carrier. Seems like a mucho hassle that may or may not work. And then I discovered the ad in Walgreen's that saved me! Oh, yes, baby! A pre-paid plan for $30/mo that includes 1500 talk & text with 30 MB data!!! For someone like me, that's the motherlode. See, I don't need that much. I'm not greedy. I just wanted some access. And for $30 plus a few tax monies they'll add, that's just the ticket! Right now, I'm paying more than that for a meesely 500 anytime minutes. BAH! I've called repeatedly to see about how I can get more for my money from T-Mobile. I've been happy with the service; it's a great network. So I didn't wanna change that. But dammit, I wanted MORE! Never did any T-Mobile rep mention any of these pre-paid plans to me. Never. I was told that the reason no one ever mentioned it is because the post-paid reps are not schooled in these offerings and so do not offer them. Right. It's gotta be more like "why would we offer a better plan like that to a paying customer?" I get it. Yous need to make yo' money. Well, I need to save mine. Sooooo I call T-Mobile and ask "Can I switch to a pre-paid plan?" I went contract-less for a reason. I was totally prepared to hear that I could not do that with this phone. But, instead, I was told I could. After being transferred back again, I got a rep who initiated the "account closing" process. Now I wait for a text and then call the pre-paid dept to set up the account and voila! Suzy gets her many more minutes, some text and data - a done deal - for less than she was paying to begin with! Yes, there is a God. And she has been good to me today. And thanks to Walgreens and their T-Mobile ad, I am getting what I wanted in the first place. Thanks again, Walgreens! read more

Standard T Mobile store with accessories and a friendly staff. Came in yesterday to pay my phone bill. I usually pay online but I had to come in because i received a T Mobile giftcard which i then applied to my bill. Since i was not able to use the giftcard online i had to come in to the store. So i come in to the store, wait no longer than five minutes in line and am then helped by a employee. He was friendly and very quick about my transaction. One thing that i liked is he asked me for ID when i handed him my credit card. Even though i wrote "Check ID" on the back of my card, no one has ever asked to see it. Not sure if i would come back to this location since it is no where near my house, but if i lived in santa monica this would be my go to store. read more

Wow. Things change. A year ago, I would have given these guys five stars. I've been dealing with them for a long time and have never had a problem until today. When I woke up this morning, my phone was dead. No 4G, no phone connectivity, and an "unable to connect to mobile network" error. I drove to the store to find out what was up, and once there, the phone was working, the 4G was working, and there didn't seem to be a problem. Andrew gave me a new SIM card and suggested that might have been causing the issue. I stepped outside, tried the phone, all seemed well. Drove home, and guess what? As soon as I turned on to my block, no 4G, no phone service, "unable to connect to mobile network" error. Got back in the car, drove back to Tmobile, talked to Andrew again. He told me to try using wi-fi calling. Drove home. Same old story. And for whatever reason, wi-fi calling was full of static and did not work well, but worked long enough for me to reach a Tmobile rep at 611 who told me that they were upgrading a tower in my neighborhood and I would have NO NETWORK FOR THREE DAYS. WTF? Drove back to T-mobile. Andrew was leaving for the day and had no interest in staying late to help me FOR THE THIRD TIME TODAY. I got passed off to Troy, who confirmed the story about the tower being down for THREE DAYS. I told him I wanted two things: a working phone, and compensation for three days' worth of lack of service. He told me my only way to ask for that was to CALL 611. Ummmm... were you listening even? Didn't I say I can't call from my phone because I have no network??? I give up. I'm breaking my contract and finding another provider first thing in the morning. These people are no help at all. And giving them one star is generous. They deserve a big ZERO. read more

OK, so really. I'm the guy who writes reviews on cool bars and restaurants and such. So...WHY am I writing a review on T-Mobile? I asked myself that. The first time I went into this store I walked in with an old old blackberry (one of the first, with the track wheel) because I'd just left my law firm where we had AT&T and I had to give the blackberry I was using back. I HATED AT&T and didn't know what I'd do next so I wanted to just use my old phone on a month to month plan until I knew. But it was so old I wasn't sure what capabilities it had and when I rang T-Mobile they said I couldn't do this or I could do that. And YET the good folks in this T-Mobile store set it ALL up for me. Spent maybe 45 minutes with me setting up email, downloading new software, testing...testing more... As I've come to expect bad service I was SHOCKED. Figured the manger (a charming woman) was sweet on me or something. I NEVER get good service at cell phone stores. BUT there's more! I've been back 3 times with additional questions and gotten the same great service (from multiple people) and am always assisted courteously and without being pushed new products. Yep, its crazy crowded sometimes, but its worth it to me for the service. Finally did just go back and upgrade to the Bold 9700. Once again great service (although it added up in price- yikes!) and they transferred everything and double checked and apologized for having to help other customers and... Man, am I really gushing about T-Mobile. Oh my gosh! My yes I am. Great service is so rare these days. Dare I say I love this store? read more

Torey is the man! Even though I am not a T-Mobile customer, he was incredibly helpful and professional in his demeanor and in helping me find a phone case. His associate was also lovely as well, though I don't remember her name. They both had such nice energy and I really enjoyed my experience. Who knows, maybe I will be a convert soon! read more

T mobile is so awesome much better than AT&T or the Apple Store .Ajia helped me the most patient female on the face of the Earth! Thank- You I will be back! Lisa G read more

Michael D. Is DA BEST! This review gives seven stars to Michael D. (A.k.a. the best asset of this place) , and four stars for the location. When you're asked what the definition is for customer service and satisfaction, you scream MICHAEL D.! He is very knowledgeable and more importantly, forthcoming and helpful. I was there to get a new SIM card, and I'm used to getting "good numbers", so when I asked Michael if I can choose my own number he said it was possible to pick the area code but then the rest would auto generate. When we began the process, he was amazingly patient (especially for a Friday afternoon), and went the whole 9 yards until we managed to find a number I liked (and trust me, we went through a Long list of numbers). When we had issues at one point, he called Support and he was extremely professional and proficient in handling it (The operator wasn't being helpful so Michael asked for the manager in an extremely professional manner and then stepped aside to speak with him and have the issue resolved so that I would not be disturbed). This is what I call good business and the good old-fashioned American way of treating customers right. And as if that was not enough, after we were done I apologized for being such a pain and taking much of his time, he responded by saying not at all it is my job to make sure you walk out of that door satisfied. I knocked off a star because the place was scorching hot and they keep their doors swung wide open during the day. I also had a chance to notice some of the other employees and their interaction with customers, let's just say they leave a lot to be desired. read more

Although I like T mobile, this review is not about them. Kevin, who works in this store in weekends, and I are friends now. This guy simply provides the best customer service in LA, compared to every customer service I have ever dealt with. I recently switched from Sprint along with two other lines and he literally got everything sorted out and running! He was able to answer every question I had and was very friendly. This switch was the best thing that happened to me this year. read more

I went in here last week looking to upgrade my blackberry. I started looking at the G1 and was briefly greeted by one of the sales guys. He wasn't as attentive, but the store did get busy after I walked in. He answered most of the questions I had, but that was about it. I ended up leaving without buying a phone. read more

They were really nice to my mom during a painful time when we switched her over from ATT to Tmob and upgraded her phone. Ever try to teach your mom how to send an email? Now imagine how painful it is to switch carriers and unlock an iPhone and keep her calm. The staff at this T-Mobile location were great to her. The phone operators at T-Mobile, however, can suck it. read more

Needed a case for my verizon droid. Went in verizon shop, guy there wasn't helpful at all;in fact barely acknowledged us. Walked across the street to the t mobile, greeted upon arrival, helped me to find a suitable case for my phone, was rung up and out of there in three minutes. Staff was attentive, friendly and very efficient. read more

My daughter had an issue with a brand new iPhone 8 she bought less than 2 weeks ago she could not be heard by people she called. She came to this store along with my wife to resolve the issue. An employee JOEL treated them very badly refusing to try to resolve this issue. He refused to change the phone even although it was under warranty and then said "perhaps" he would take it back if she paid $50 for a restock fee. He then said they should go to an Apple store since it wasn't a Tmobile issue, Oh no? The phone was purchased from Tmobile!! He suggested that because my family were from South America that perhaps they had difficulty reading and understanding English!!! My family all read and speak perfect English! A very rude "manager" named GARO said nothing could be done although he tested the phone and could not be heard either! This entire encounter lasted for three hours. They offered a software upgrade....for a new phone? And they would keep it for a week to test it, by which time it would be out of warranty. After other bad treatment my family left the store and JOEL laughed at them and said good luck, Tmobile Corporate will receive a demand from me by fax and should do the right thing for the corporation...fire these two rude and incompetent fools who do nothing but tarnish the reputation of the corporation. Another TMobile store upgraded her to an iPhone X today and gave a credit to her account, all done in less than an hour. read more

I had just lost my new smart phone on a hike and was out of town visiting my sister. Gary, a T-moble rep. at the store was quick to look up my account and help me file a claim. I had recently got a previous claim denied, but Gary showed me that the insurance I had on the phone was through a new line I had added to it. Using the new line number I was able to renew my claim and get it approved. This saved me a lot of money. Thanks Gary! read more

So surprised to see that this T Mobile location doesn't have a higher rating, because we had a really great experience here. My husband dragged me - reluctantly, to the store to look into switching from Sprint to T Mobile. He'd been in before to gather information but was taking me so we could seal the deal, if I were to agree to make the switch. He'd already talked to Matt and had told him he'd ask for him if we came back to change over. I didn't want to wait, but insisted that we have Matt help us. I was annoyed, and you could say the nigh started off on the wrong foot (only because of that). Even despite that, Matt provided such excellent service that he won me over, we switched to T Mobile and now I'm sitting here writing this review. Matt was extremely helpful, going over everything with us in detail and explaining the i Phone refund part of it, as well as letting us know his hours for the coming days in case - even once we switched, we needed any help. I ended up needing help because for some reason not all my data transferred. I went back in and Matt - sure enough was there and super helpful. I also called to follow up with another person, and talked to the manager, about the refund we were supposed to receive, and timing, etc. and once again the person I talked to was really helpful. I'd recommend this T Mobile to everyone and especially Matt! read more

Waited indefinitely to be assisted. 3 clerks assisting the same 3 customer for 30 min not even trying to speed it up. Customers and clerks having conversations unrelated to the business. read more