Manager was rude. I took my parents to get a phone upgrade and Bonnie and laughed and scoffed at them. So disappointing .

There is no way this store or T-Mobile could ever improve. I have spent two days trying to open an account with T-Mobile to order a phone, and a line transferred from my current provider. I tried doing this on their website and when I poked "place order" the app, i get an "Oops, there's a technical issue. Services we use to display this content aren't working right now. Try again later or call support at 1800 T-Mobile. It went downhill from there. Everytime I called or online chatted, I'd be transferred back and forth and have to explain each time the entire details of the order all over again from the start with each new person I spoke to or chatted with. They had cancelled the order, and explained that when an order was cancelled, all the data was discarded, including all chats and phone conversations. I had to do this over 15 times! I was asked my pincode over 25 times! My current address, phone number, my name, last four digits of my ss number, my age, what phone I wanted, my credit card number, my full SS number, my shipping preference,...etc. over and over. Late on the second day after four hours they said I had to go to a t-mobile store so that they can verify my identity. I knew this wasn't going to go well, and I was right. I entered the store and was greeted by a young man who had no idea what I was asking for, or how to actually do it. When I wasn't getting through to him, and getting frustrated, he clammed up and refused to speak with me. The other young man working there left to go in the back. So I called T-mobile and explained the situation the woman wanted to speak to him, but he refused, so I asked her to call the store, and when she called, a manager that was hiding in the back came out, and checked my ids, and entered it in and I thought we were done, when he started asking me once again to provide him with everything all over again!! He explained once again that now I was stuck with him now and couldn't go back home to finish with the people who directed me to go to the store and just get my identity verified as the last step required to place the order they had all set up. That was the last straw. How can T-mobile be so intent to alienate a new customer!?! I went over there in the pouring rain and that's how you treat me!? I announced as I was leaving that this was the worst customer service EVER!!! read more

First time at this T-Mobile store. The team there were really helpful and patient while we were switching my parents to modern technology! It took some work to get everything figured out and transferred to the new phones, and they even found a better plan at lower cost and set them up. I'd recommend this store location. read more

These guys never disappoint. They're friendly, knowledgeable, and helpful. In a world where Customer Service leaves a lot to be desired, they're doing it right 100%. Abraham, George, Chris, they're all stars. read more

A great service with a great deal helping us with the internet bills but work on the network coverage

Christopher today was so helpful. We had an iPhone that our grandson had broken and we had purchased a new one online, but couldn't get cell service going. We also purchased two new phones, one was an upgrade the other was a new line. He was pleasant and got everything done. He even put the new cases on made sure everything worked & transferred. Couldn't say enough about how nice & helpful he was. read more

Can you say rip off? They promised $800 towards an existing phone if shown the paid bill. We paid off the phone and took in the bill and were told it was more than 30 days since opening the account so they wouldn't pay anything. We were told we would get a $200 credit towards a new phone if we transferred our business account only to have them switch it to requiring a trade in and maybe $150 credit. Our other two business reps purchased new phones. Coverage was so terrible we switched back to Verizon. T mobile now refuses to allow us to pay off those phones until the end of the next billing cycle over 25 days away and refuses to unlock the phones until they are paid off. So we have 2 reps without phones for basically a month. We have called multiple times and gotten nothing but lip service. I would give them negative stars at this point if it were possible. read more

We finally left the phone plan with AT&T, and must say the decision was a good one considering that Giuseppe Simone was our contact person at this location. A friendly, knowledgeable, customer retention specialist is an understatement. Giuseppe was what anyone wants to deal with when coming in for any type of issues or service. Took care of all our (5) changes and updates with no issues. Took two and a half hours of all our time, but was made fun due to Giuseppe & The Team at T Mobile in Lake Zurich! Highly recommend!!! Cheers & Ciao! read more

The best customer service. I wanted to increase my memory on my phone. The gentleman (store manager?) showed me exactly what to do. Thanks.

If you are deciding between the Palatine location in the Lake Zurich (this one) then do yourself a favor and pick this one. I originally went to the Palatine store because it was closer but the guy basically turned me away and wouldn't transfer my photos into the brand new iPhone X that I bought From T-Mobile five days before because I didn't buy it in his store. In fact he told me he was completely unable to do that. However at the lake Zurich store the team came through for me again. They were able to transfer the 5000 photos quickly with the transfer app. also their store is a lot bigger and nicer and they have enough staff working so that you can get help quickly and easily. Thanks guys! read more

I wish I could give 0 stars. I came in to get a replacement screen protector for my iPhone. it took several minutes for someo to ack me and offer to sign me in. they the proceeded to tell me it wo be over a 1/2 hour wait to buy the screen protector. I'll never come here again and likely won't bother with T-Mobile store for anything unless I absolutely have no choice but to visit the store. read more

The customer service at this store beats any other T-Mobile location that I have been to in the area! All of the employees have always been super helpful with any of my cell phone needs. I would highly recommend coming to this location if you need to purchase a new phone or if you have any questions or concerns with an existing one. read more

THIS has been our T-mobile location for about 8 years. We recently made the mistake of answering a promotion call to a non company owned T-mobile franchise in Palatine, WHAT a mistake, we nearly got robbed there and were probably lucky nobody broke into our car while we were almost being robbed in this faux T-mobile Palatine store. Kate and Joe helped straighten that mess out. So don't make the mistake we did. Come here first if you want T-mobile. I called Joe on the phone 3 or 4 times and he was very helpful and patient helping us sort out the Palatine stores mess. I've had all the major services at one time or another, and they all do work but there is always one better than the other in your primary location. When I add in NO problems with billing from T-Mobile, and I don't detest their corporate policies like ATT, and I don't want CDMA phones from Verizon or Sprint that I can't take out of the country easily if at all. T-mobile has worked for me in Chicagoland. Rocking stock lately too, probably time to sell. DO NOT go to the Palatine T-Mobile across from Walmart. read more

BYE BYE Verizon! Tired of your rotten customer service, crazy and impossible to understand bills and outrageous charges and fees! HELLO T-Mobile that gives me unlimited data and same predictable monthly bill each month with unlimited service I can use anytime here or at home in Canada! Literally 1/2 of what Verizon was charging me! It's s beautiful day! PS - Lisa our consultant there was awesome to work with! read more

First off, I have had an iPod touch since the first generation came out. It is safe to say I can easily work Apple products easily and flawlessly. My 3-month old iPhone 6+ has had zero problems up until the screen suddenly stopped recognizing the touch function and a strange (obviously systematic) glitch appeared on the screen. Before making the trek to a T-mobile store 40 minutes away, I let my phone die. When I recharged my phone, the glitch was still present and the screen was still unresponsive. I restarted the device several times for good measure, but the phone was still unusable. When my friend and I entered the store, there were no other customers present. We were greeted by the three workers and I approached the one who seemed the least occupied. "Hi, I have T-Mobile," I exclaimed, and the poor-humored man responded, "No you don't!" So I awkwardly fake laughed then began explaining the troubles I was experiencing with my phone. Not only did I show and describe the problems I was having, I also explained the methods I took to attempt to troubleshoot said problems. This man grabs my phone out of my hand and gloated, "My daughter learned how to work these iPhones when she was EIGHT!" He held down the home button and the power button simultaneously, restarted it, and exclaimed, "Try it NOW!" Attempting to amuse him, I dramatically dragged my finger across the screen several times to prove the screen was unresponsive. He gasps, "OH" and restarts my phone another dozen times. My family has the JUMP! plan, which covers your phone if it is lost, stolen or broken, so swapping out my clearly faulty phone should have been no problem. The staff member asked for my number and shortly after exclaimed he could not do anything since I was not an authorized user which seemed like a valid point to me. Then he followed up his previous statement with, "Getting a replacement now would mess up your JUMP! plan." I thought to myself, "What is the point of paying $10 extra a month then???" This uneducated staff member probably said a few more degrading, shady remarks during this interaction. On this last attempt to restart my phone, the screen magically began to work again. After taking approximately three steps towards the doors on our way to exit, my screen became unresponsive once again. After this traumatizing, useless visit, the authorized user on my account and I visited the T-Mobile store in Gurnee. The gentlemen who helped us, Serafin, looked at my phone and instantly knew I needed it to be replaced. Contrary to what the staff member in Lake Zurich said, my JUMP! plan was not affected what-so-ever since my iPhone 6+ is still under warranty. Serafin got next-day shipping and our experience was completely hassle-free. IF YOU GO TO THE LAKE ZURICH T-MOBILE AND A MAN NAMED DOUG TRIES TO HELP YOU, ASK FOR ANOTHER STAFF MEMBER UNLESS YOU ENJOY BEING TREATED LIKE SCUM. read more

Super awesome team. ALways eager and happy to help.You can tell they enjoy their job. Pinder, you da man. Thanks to the whole team. On a side note, t mobile rocks. Screen went blank on my s8 on new years eve. Called new years day, within 10 minutes the rep consoled me and sent me a new one absolutely hassle free. Amazing experiences all around. read more

Ha. This T-Mobile was very unprofessional. I, personally, do not have T-Mobile, but I did go in with my friend to get her glitchy iPhone 6+ fixed. We walked in and immediately told them what was wrong. Then the person who helped us, Doug, said: "You don't have T-Mobile." I understand that he was being sarcastic and cracking a joke, but I thought it was very unprofessional. Doug got a hold of my friends phone after she clearly said she reset it multiple times and said: "My 8 year old daughter knows how to use these phones." Then he held the Sleep and Home button at the same time till it reset. Okay, first of all she said she already did that, second Doug was basically indirectly calling my friend stupid and saying an 8 year old can work the device better than she can. Umm, hello? We're millennials here, we grew up with this technology when this first came out, we can probably work it better than you behind out backs. After reseting it Doug claimed he "fixed it" but the digitizer on the phone screen still did not allow the touch function to be used. So Doug did it a couple more times probably making some more sarcastic/degrading comments. Then it worked for 10 seconds and Doug exclaimed: "See I fixed it!" But as we were leaving it obviously was not working again. So my friend and I drove nearly 30 minutes just to have Doug reset her phone six times. If this was any other store, they would have replaced the phone immediately, rather than trying to fix such a glitchy software. Bare in mind she reset the phone and let it die multiple times before the visit. This was clearly more than just a software glitch and more of a hardware error. So thanks for nothing Doug, and thanks for being very unprofessional, and very "helpful." Definitely never coming to this store ever again. Save yourself time and just head over to the Apple store in Deerfield to get your iPhone fixed. read more

It's been a long time since I have written a review on here but this business deserved a positive write up. I had been a Verizon customer for a long time, and decided one day I was done with them. I found time one afternoon last week to go to this particular TMobile store to find out about them because I'd never used TMobile before. I expected to get the typical time with an associate you would at any other store. I had no idea how wrong I was going to be. After some contemplation about switching and trying to figure out if I really was going to make out with the best deal I could, along with a few other concerns, all it took was the time Kristina, the manager, took to answer any and all of those questions and concerns I had to feel confident I was in fact making the right choice. The biggest thing I noticed while I was in there also that I found to be such a tell tale of how great this place was, was that every customer who happened to walk in, she knew by name, and they her. That speaks volumes. Not only did Kristina spend time with me even though the store was busy, but she really made an effort to ensure the plan I ended up with never would see me spend a dime over what I was spending while I have been at Verizon. Since then, I twice have contacted/visited the store and Kristina already knew who I was as soon as she picked up the phone/saw me walk in. I am EXTREMELY impressed with her and am so happy to know that I have someone there who is patient, cares about her customers, and really knows how things run, should I need help in the future. Well done for finding Kristina TMobile! She's truly the best! EDIT: I am finding out after signing up with T Mobile 3 months ago now about something I was NOT TOLD ABOUT and I was frustrated. I was told I would, pending verification of my employment, be able to get a 15% discount off my bill. After several billing cycles and employment approval going through , I was still not seeing that discount. So I called to find out what the hold up was only to find out after the fact supposedly the plan I signed up for was NOT eligible! I was NEVER told that at sign up. The whole reason I decided to switch was that in the end my bill would not be higher than my previous carrier I was with. So after speaking to a nice gentleman in the customer retention department, he worked with me to get that discount in spite of the plan not being eligible. Watch out for some bait and switching here. I'm disappointed but have to say their customer service came through in the end and made it right. EDIT 2: Received my next bill after my first edit to this review. After all the explaining I did and what I thought was a solution to my problem it is still not reflecting the price I was told it would. I call TMobile back. They tell me there is no way they can do what they promised the last time I called. Irate does not even begin to describe how I am feeling. I am thinking of going back to my old mobile company. I was lied to flat out. EDIT 3: I was so fed up I tweeted to T-Mobile on Twitter. Believe it or not it was there that I finally got help and given what I finally had been promised. read more

Back in March, when T-Mobile had an attractive promotion to encourage users to switch, I went to their Lake Zurich store and talked to its manager, Kristina Colson. Kristina took the time to explore the best options for our family, and then worked with us over a number of months both in person and by phone to transfer everyone over, including those living ion the west coast There is a lot of paperwork and the process isn't fast, but Kristina has a great personality and connects well with her customers, which makes what is fundamentally painful pretty tolerable. I recently needed to add another phone to our plan, and the staff at the Lake Zurich store were able to fit us in under a new program, which also saved money. When I saw Kristina, she remembered me, asked about some of the family members she'd met, and thanked us again for our business. I'm pleased with the T-Mobile plan we have, and impressed with Kristina. In my multiple visits to the store, I've watched her deal smoothly and respectfully with customers and with the staff. If I have an problem with my mobile service tomorrow, I believe I can call Kristina and she and the staff will work with me to resolve the issue and retain our business. The only reason this isn't a five-star review, is that the sign-up process takes a long time. Fix that, T-Mobile, and my rating for your company would be five-star,which is my opinion of this store. read more

Kristina and Joe were so absolutely helpful with our purchase today. Whenever we need a new phone we come here instead of the location more local to us. Quick, professional, and always upbeat. Been with t-mobile and Kristina and Joe are the exact reasons why! Customer service can't be beat! read more

Love this TMobile! Everyone here is really genuinely friendly and takes time to make sure everything is taken care of before you leave. Not the closest store to me, but I go out of my way to Lake Zurich when I need help. read more

Went there because my phone got stuck in an error loop after a software update. Even tho they don't sell or partner with my phone brand, Kenneth and the rest of the staff worked on it until they determined I needed a factory reset. That took care of my problem. Thanks. read more

This is the best T Mobile store! My daughter was very upset that she got water on her phone. Eduardo was very kind to her and helped her set up her new phone. I Also bought a phone from him. There was another gentleman there that was very helpful too! I really appreciated it. read more

This is the worst T-Mobile store I've had been to. I always seem to find some kinda issue whenever I visit this location. On January 2, 2016 I've decided to get an upgrade for my plan. When I went inside not only wasn't not greeted but also I waited over an hour just to get somebody. They were plenty of staff but they simply didn't care and wanted to check their email instead of jumping and helping someone out or just to say sorry for the wait. read more

The t-mobile reps here are very helpful and want to give you the best deal possible ..

This is the best T Mobile Store. Great, I never go to any other. Friendly and Professional..always there to help everyone out 100 percent every day there. read more

I went in with my dad the other night with a difficult return and purchase. Joe was so helpful and patient, really did a great job. Maira was there too, both so friendly and helped us a lot. read more

I went in last Saturday and got nothing but attitude right off the bat! When I got there they were just opening the doors I walked in and wasn't even greeted... I brushed it off thinking oh they're busy getting the store ready When finally and associate named Kristina asked me if I needed help ( with attitude) I explained that I was just in there the night before looking to get the the new Note 4 and that the associate the night before told me that they would be getting them in the next day in the morning. She didn't even let me finish telling her the story when she was like "I DON'T KNOW WHY SHE WOULD TELL U THAT BUT WE DON'T KNOW WHAT WE ARE GETTING IN OUR SHIPMENTS! I DON'T EVEN KNOW IF UPS IS COMING IN TODAY!) I mean a simple oh I'm sorry u were miss informed would have been nice.. but no her and her other associate were being so rude! I turned around to walk out the store and there wasn't no oh have a nice day! Absolutely NOTHING! I decide to call back and ask if they could take my information down just incase they did get them in when I saw the ups truck pull up in front... I waited a little and called back and out of nowhere she was just like "oh I just checked the safe and we do have one" oh so you're telling that this phone popped out of no where.. right! Anyways I went back into the store and there was 2 other customers already a head of me... I sat down and waited for one of them to be done when another customer walked in and she got the "hi welcome to t mobile!" The lady even got a hand shake! Anyways a couple of mins later another employee walked in to start their shift (DOUG) when he saw me he immediately asked me if I needed help! He wasn't rude in anyway and was very helpful and kind! The only reason I'm giving them 3 stars is because of him! He literally turned my bad experience at t mobile into a good one! I'm glad he was the one helping me out instead of the rude store manager and the other chick! read more

Awesome experience. Needed a new SIM card for a new phone. Super fast service, friendly staff, and no charge for the card.

Went in yesterday and after talking to the manager the day before said it wouldn't take long at all. Well after 90 minutes not only did the sales rep not get me connected but had my phone shut off after not being able to port my wife's number over. Kept blaming AT&T for the trouble. Could not answer basic questions as to why and kept calling me Bro. At one point I had to tell him I was not his Bro and to never call me that again. Kept talking about how he wanted to buy his own new computer and how he was finically responsible but couldn't figure out how to make phones work. Told me I could get 15 lines but couldn't get 2 to work. On top of all of that my phone was shut off and was told it was not their problem to get my phone turned back on after I told them to take the deal and shiver it up thief asses. Would never recommend them and in fact will post all sorts of negative comments on social media. Never again read more