Normally we've had really good experiences at this location in the past, but this last visit wasn't so great. I went in to have my Mom's screen protector replaced (our insurance covers it) since she didn't have time to grab it herself. I had also needed to grab a protector and a phone case as well. The guy with the long hair and backwards baseball hat tells me I can't do it because I'm not an authorized user on the account. The night before, at another location, I had added internet to my phone through their store, with no questions asked about being an authorized user, since I was on the account. This guy cuts me off while I'm explaining the situation to him and says "WELL THAT'S NOW HOW THIS WORKS." I then explain that they did it for me at another location 20 minutes away, and he tried saying that it was a manager override, even though this isn't accurate, because the women that previously helped me was not the manager. I just tried doing a favor for my Mom and wanted to get my phone taken care of as well, but all I was left with was a rude remark/bad experience with this location. The guy that spoke to me came off as rude and verbally aggressive. I get it, I work retail. A lot of the time customers are wrong and feel entitled. However, there's a specific way to speak to customers, and from my experiences, the way he spoke to me was not okay at all. He tried apologizing for not being able to help, but again, it was the way he cut me off that gave a bad impression on me. Just a word of advice for this guy: talk to people in a proper way man. That's all I ask for future customers. I don't necessarily think this is a bad location, but the worker with the long hair and backwards baseball hat was not helpful at all. Just wanted to give everyone a heads up. read more

Very rude customer service didn't even feel like they wanted to help out, if I could give 0 stars I would but whatever trash store anyways

This location is beyond ridiculous they have a full room of people with 3 employees only. I would understand if this was the issue once in a while but it's not it's all the time, a simple reset on your phone is more then an 1 hour wait. So many people walk out upset it's ridiculous maybe corporate should step in an intervine before this place really goes down with their horrible wait time and customer service. read more

By far one of the best staff I've dealt with..... I got a iPhone 8 Plus from another store 11 days ago and just wasn't happy and wanted the iPhone X. So after my store called around they found it here. I walked in and they were busy, but they kept checking in with me until I was up to be assisted. Not only that but the 3 people ahead me were getting the iPhone X as well so the store manager walked up to me to verify the color I wanted and he saved the last Space Gray for me. Luis my sales rep was beyond quick and awesome. They didn't give me grieve about the return from another store and just took care of me. These people are amazing. If you go in, ask for Luis! You will not be let down!!!!! read more

Worst experience ever! Their trade-in plan is a scam. They tell you that you have nothing to worry about because you have 14 days to cancel if you don't like it, but they charge you for one full month of service plus the prorated days and keep your phone if you cancel. They apparently don't know where the phones go either so they don't give it back if you cancel service. They kept both of our phones (around $1300) value and would not give it back. Only credited us the trade-in value and even messed up and put down the model lower to give us less back. Then told us we would need to wait 3 months to receive a gift card for the credit. Only to find out when our bill came, we were charged over $200 for 10 days of service. Customer service and the stores work independently so they both don't follow the same rules. Gave us the run-around and we are still arguing with them. We always have to escalate to a manager just to talk to someone with some common sense. Now we have to wait 2 months just to get our money back and spend full price on new phones to go back to our old service provider. The represenatative Sarah is the worst; she will be rude, ignore you, and close the door on your face if you cancel. Would give this store a big fat 0 if I could. read more

Incident report submitted to this store WORST CUSTOMER SERVICE I bought brand new iphone 8+ from different store had some issue with my phone they send me to this store to get brand new one since they were out of stock as soon as I enter the store i was treated the worst i have ever experienced from the mananger good thing i was on call with customer service and they heard it all by not exchanging me the phone and asking for stuff which they could see in my account. I drove to another store which is in RIALTO ,CA cider ave i asked them for help blieve me the manager didn't ask a single word from me they put my number look in to account brought brand new phone it took him no more than 20 minutes and i m back home with a brand new phone. read more

I had some issues and Matthew was super helpful and helped me figure everything out that I needed, he was even funny too, great customer service skills! read more

Been to a couple different T-Mobile stores in Rancho and Fontana and this is the one I come back to all the time. They're super helpful, answer all our questions, if we have problems with our bill they correct it immediately, and they have a little kids play area in the corner which is pretty nifty. read more

Amazing costumer service. They helped me buy a phone and start up a service in half an hour.

Ive been a T-mobile customer for 10 years and this is the first time ive received such terrible customer service at a location. I paid for a warranty on my glass screen protector, my phone was run over and i was told it couldnt be replaced. Waste of money and, now I have to decide on a new phone provider that has real warranties. read more

Great service but they are to expensive I pay $500 a month for 7 lines. They need to lower their prices.

I absolutely hate this location. Every time I have come in its a customer service disaster. Some dude with a regular haircut but a lame hipster beard is very rude as soon as you walk in. No hello, just "what's your name so I can put you on the waiting list.?" The other people there looked frustrated and the employees act like you are a burden instead of a potential sale? I don't get it. Went to Best Buy instead. read more

This store has the worst employees. And the manager is no better. They lie to you, just to get you in then change your bill. They are rude and take others ahead of you. read more

The service at this location was very good. Diana Pons was our rep and did a terrific job in assisting us. When it came time to pay our credit card was declined. We immediately called the bank and they said it was approved for the amount of the transaction. We than paid with our debit card. Diana reached out to the manager and ask about the declined credit card. Card had no balance and was currently open. Manager said contact your bank if you were charged twice take it up with them. Ok on the way out no sorry for the problem. No thank you for your business. This manager was asked for his business card and stated he did not have one. No personality. Managers name Richie, he does not deserve to be a manager or an employee at all. The employee tried to help regardless of his negative attitude. Happy with the employee, very unhappy with the manager. On the way out everybody said thank you and Merry Christmas even the security person, but not Richie just a Fuck you look. read more

I had great service. Alex helped me and answered every question i had. Was greeted and everything great place to get my next phone at.

I went in yesterday to change my recalled note 7 phone. Picked a cheaper samsung j7 phone...The Rep says samsung is doing a promotion w accessories if you purchase a samsung phone. He claimed if I bought the J7 by itself its going to be the same cost as if I bought the phone with 150 dollars worth of accessories ($400.00 he said). I thought to myself wow what a nice promotion by samsung to keep their customer base and chose a case, screen protector, and a portable battery charger which all amounted to be around $150.00. He was then nice enough to put on the "free" screen protector on my phone for me. I check the receipt and the phone says 250 next to it and accessories are priced as well. I ask him one last time "are you sure the accessories are free?" he reassures me and says yeah its only on the receipt for formalities or whatnot. I felt a little weary so immediately after walking out I check tmobile.com and see no such promotion listed and i notice the phone I just bought was 250 listed online. Called the t mobile customer service line just to reconfirm maybe this promotion is an instore only deal and they confirmed no such thing, went back in the store to talk to manager and he confirmed no such thing and reprinted a new receipt to show i wasnt charged the accessories and let me keep the screen protector. He told me he'll deal with the worker personally and thanked me for complaining and will follow up w me...Im not saying every worker in this store would do this but just the one I dealt with tried to pull a fast one on me...Please be careful when dealing with reps that work off commission... read more

Like another review on here. Worst experience ever. I made sure I was very clear about what I expected. The salesman said he worked in the area and lived in the area and all was great. Have had bad cell reception since. Today I called him and he said that he lived near where I was complaining about it must be my phone. Asked him to meet me at the place I was speaking of to see who was right. He said call customer service and complain. I did they connected me to a tech who agreed with me. Then he transferred me back to customer service. The short of it I will be changing carriers tonight. The salesman at this location will tell you anything to sign you up DONT DO IT read more

Bought a phone wife didn't like so next day i went to return it and they wanted to charge me 50.00 restocking fee, I called 800 number and they said buyers remorse policy and They will put a note in my account and to go back and talk to manager and so he can look at the notes and wave fee, well manager refuse to wave fee, I called 800 number again and rep tak to manager and again manager refuse to wave fee, 800 number rep endup giving me a bill credit which turned up ok but sadly store manager rather loose clients then to hurt his store P&L.... this use to be my favorite store. Not anymore...oh forgot to mention intold store re when buying phone i needed to take care of another issue but wanted him to handle it instead of 800 rep, his words "you have better chance with 800# to do things right for you than here" totally wrong!!! Manager of this store needs to go before they loose more clients!!! read more