Terrible customer service. My sister visited the store last weekend, and the associate who assisted her was unhelpful. Instead of helping her get a new phone, he told her to download the app and order online. She came in to trade her phone and leave with a new one. Today, I called the store to ask if we could trade in and get a new phone in person. The employee said yes, and I asked if he would be there. He gave me attitude when I mentioned the previous incident and he was defensive, turns out it was the same employee, Cody, who told my sister to download the app. He has a poor attitude and refuses to assist customers. This is how you lose customers, T-Mobile. read more

This is 100% the WORST STORE FOR CUSTOMER SERVICE! This is not a one time thing! This is EVERY TIME. Last time I came to this location, I was not checked in. I was ignored. Back at it today. Never signed in or acknowledged- Both times I've waited over 2 hours to make a 1 time payment. 2 HOURS, until I quietly left!! I work in customer service, when I have a guest come in that will take 3 minutes to process, I don't make them wait until I take care of 3 families ahead of them that takes over 40 min per family. These employees are all rude (ignoring guests, not signing guests in etc) and not getting the store cleared out efficiently. Efficiency is getting out the guest who is a 3 min transaction to clear out the store quicker. Complete & utter gross incompetence. at this store. It's not just once, it's EVERY EFFING TIME It's now 8:40 and this nasty rep is in the back laughing and joking now for 15 minutes while the store was closed 40 minutes ago and they have a room Full of people to help! Then I had so much time on my hands I read the reviews and see this IS the NORMAL For HOW THEY TREAT ALL GUESTS! A$$$$ Holes It's now 9pm, I unlocked the door myself and let myself out. Meanwhile the blonde in the photo laughed at me and had others laugh at me as I was quietly walking out. I drove by an hour later, on my way out of the parking lot (I went shopping at 3 others stores in that 1 hour) and the CSR's were still working with the same people from over an hour prior when I left. read more

T-Mobile - Rude customer service rep - Mobile Phones Near Me - Las Vegas, Nevada

This was my second time visiting this location, and unfortunately both experiences were just as frustrating. Each time, I waited over an hour, and when you walk in, no one greets you or even acknowledges you. It usually takes 10-20 minutes before someone finally checks you in. During my visit, I came in to switch my router for the up to date model. I was clearly told that my plan would remain the same at $50/month. However, without my knowledge or consent, my plan was changed, and my bill jumped to $117. When I went back to address the issue, I specifically asked to speak with a manager. One associate told me they could handle it, but after waiting another hour and then speaking with a different associate, I was told I actually *did* need a manager--exactly what I had requested in the first place. So I essentially waited an hour for nothing. The original associate, Curtis, upgraded my plan without explaining anything, gave me a router with no receipt, and offered little to no communication throughout the process. Overall, this store has some of the worst customer service I've experienced. The lack of communication, transparency, and basic courtesy is extremely disappointing. read more

Look at the attachment I posted... I was bamboozled! I am a senior citizen, I was taking advantage of. I hade 2 lines, left with 4 that I have no use for. Some of the employees wants to make commissions and don't care of the ways they affect their customer My bill bill was less than $100 now its more than 150 every month the thing is really, I only need 2 phones possibly 3. I was screwed over! read more

I added a new wifi line. I went to this location and was assisted by the manager, Juan. He was extremely helpful and accommodating. He was able to add the service in a much better way, the Unlimited Plan. He is excellent. I highly recommend this location due to the service he provided. read more

I love T-Mobile but this location is awful! I upgraded my phone and modem and have had nothing but problems with my online account since that time. The salesperson helping me screwed up my account so badly that I cannot get into my account now until after December 18th! I also asked him to add an authorized user on the account and it ended up wiping me out and making the authorized user as the primary. I will go to any other location but this one. read more

We went to the t Mobile store this morning in hopes of buying a NEW iPhone 16. Unfortunately Chris (employee) was not able to sell it to me. First I wanted to trade in my great condition iPhone 13, but he said "I'm not going to give you anything for this." Once he saw what plan I have he became upset and said that I was unable to pay cash or credit card to purchase a new phone even at full price. He said I needed an app to complete the transaction, however, my phone that I'm currently using doesn't have apps so there was no way to do that. (Hello, I'm trying to buy a phone.) He was incredibly rude and unhelpful. In the end, I took my money to Apple where I was able to purchase the IPhone 16 in full with no problems. I guess T-MOBILE didn't want that $900 sale after all. T-MOBILE, YOU ALSO ARE AT FAULT- stop incentivized employees to assist customers in setting up the T-Life app, with bonuses tied to these actions. This leads to customers being pressured to use the app even when they prefer not to. read more

Worst customer service they never have enough employees every time I come in for a new phone screen I'm waiting hours just for a simple fixed! read more

On December 15th, I canceled my internet service and they kept charging me. Beware: these people will always rip you off!!! Had to file complaint with the Better Business Bureau and claim with the bank read more

I should have changed my phone service to TMobile a long time back! They have the best deal, unlimited data, Netflix included and so many cool perks. We went to the store and their manager Rick went out of his way to make sure we got everything we wanted. Explained all the perks, help us transfer info from our old phones to the new ones. We traded our old phones and got brand new iPhone 14!! Magenta Max is their best plan, also allows free calling from canada and Mexico. They offer first responders discount which I really appreciate. The store has a cool vibe, very clean and modern layout. read more

T-Mobile - Mobile Phones Near Me - Las Vegas, Nevada

T mobile is ripping me off. With the auto pay. They keep saying it is valid . But they never use it and then say my payment is past due and add fees . I hate t mobile and I'm changing carriers next week. read more

went in said it was a 25 mins wait then workers went in the back and i sat there for over an hour with no help. Winded up leaving

Chris is awesome. He helped my son. He gave us great information. He was very polite and courteous. 522 5060 Ft Apache He's a 10 out of 10 read more

I would give zero stars, but will have to make do with one. Did I mention that the person providing service was incessantly helping other customers or on the phone. That should have been my first clue to run. First complaint, they repeatedly asked if I liked my phone and if the phone was the issue, utterly cutting me off when I attempted to explain the issue (phone number under someone else's name). Second, they gave me someone else's number; I could not get groceries (disabled and depend on delivery) because it was under someone else's name. Third, phone calls to customer support, incessantly reitterating everything to four people, and still no resolution. Forth, my email is connected to the phone they sold me (every sign in to finish updating my phone was dependent on the email I gave them, despite my explanation of not knowing my password, telling customer support repeatedly I no longer had access to the email or old phone number and despite reitterating in a simplistic manner; still not resolved and unable to create or fix any previous accounts or update phone. Now I have to go back into the store and hope they can resolve, only because of the pain and fatigue, it would be easier. Otherwise, I return the phone and go back to Verizon. read more

They need to train their staff before letting them run the store alone. it wasn't even the new staffs fault. this T-Mobile used to be great. management needs to get it together. read more

I had an appointment at 1pm, they started working with me at 2pm, the representative was high or something, I needed to change plan and trade-in my device. He started making mistakes in calculations and I figured that he will do something wrong if I continue, he couldn't give me clear answers, so I had to leave. Waisted so much of time! But the manager of this location is good and seems to be professional, I wish he would assist me instead. read more

First of all I walked in and waited at least 40 mins before they started asking who's nexts in line. 2nd. The store manger asked me what can I help you with and I told him my phone is having problems. Instead of seeing if he could help me. He said are you here to buy or get renew contract and I said no. And he he said we can't help you. This is not a store for that. But I been there at least a dozen times and the staff helps.me out or atleast tries! He had no attempt to even hear the problem. Very poor service as a manger he should take pride in his job and be more professional!! read more

Chris is the man! Fast service, great looking kid! He helped me set up my phone with new service and made sure I was good to go.

This location is ALWAYS slow & always understaffed. Every time I have to have the displeasure of coming here, it's a minimum 45-min wait, even during off peak hours. Tonight is Thursday night and I've been standing here for over an hour. One of the staff told me it's always busy at this location. So either go to a different one or make an appointment or get stuck rotting in purgatory. read more

juan is awesome thanks again for helping me with the new phone for my son. great customer service, friendly and professional. waiting time for only 10-15min. read more

I was not even greeted when I walked into this location around 7:15pm tonight. I waited about 15 min for Dusty to tell me that it was too late to do an upgrade and that I would have to come in before 7pm. He referred me to an associate named Stephen I believe for a quote. He scanned my ID and then went to get Dusty because my account was in my still in my married name, which I was not aware of. Then they basically treated me like a criminal and accused me of being fraudulent. They refused to help me change the account to my correct last time and insisted that I call and do it over the phone. I have been a loyal customer since 2001 so I was shocked that I was treated this way. Just felt the need to share this experience in hopes other loyal customers could use it. read more

I went in today to trade in my device and activate an e-sim for a new device. The man that helped me was very rude, sales rep # ending in 510. I let him know I was an authorized user under my mother's account and he was very demeaning telling me it wouldn't work trying to over explain the situation without trying . Finally he said fine I'll try it all mad and there I was authorized under the account. At the end of the trade in I asked if he had activated the e-sim and switched the number over, he said he could not help me with that and I had to call or do it online. I called 611 that agent was actually nice but still was not able to help me so I had to go back to the store, I went to a different one this time so I didn't have to deal with the rude agent. The agent was very quick and able to help me at the Lavender Hills location, the agent did not understand why the initial agent was not able to help me either or why he was rude. I will not be going back to this location. read more

T-Mobile - Store - Mobile Phones Near Me - Las Vegas, Nevada

Yesterday I had an experience with T-Mobile that has renewed my faith in customer service. I'd gone to Cox Cable to complain about my sluggish internet. They suggested a new Modem, which I installed. Service did not improve, and they didn't seem to care. They also informed me that the promotion I'd been on for two years would expire in two weeks, bringing my monthly bill up another $30. Their lack of compassion for long time customers and the service they receive was simply depressing. A coworker suggested I go to T-Mobile; my phone service is through them. I went, they bundled my internet, phone service and phone, saving me almost $70 a month! I spoke with two different reps on two visits, they explained everything in simple terms, and gave me every discount I was entitled to. These folks might just put Cox out of business. I was so happy, why didn't I do this years ago? Plus, the price I was given is locked in for years! Unlike Cox, which goes up a dollar every few months. T-Mobile also included Hulu at no charge!! I've read other reviews on YELP, and I'll agree with one thing. When your business increases, and you continue to offer great deals, you must beef up your staff. I did not have to wait too long at either of my visits, but I purposely went on my days off. The staff was polite, they listened to my needs, and generally seemed determined to get me a great deal. Which they did. I've felt nothing but satisfied for two days, in today's economy I felt like I scored a minor financial personal victory! My internet is slightly faster also. Hopefully there will be no surprises on my first bill, I'll keep you posted. read more

The people working in this store are fucking so slow and not polite.They are moving so slow with the customers

I went into the store, and nobody greeted me or even made eye contact with me. Nobody would help me. I waited about 15 min, then just left. Horrible location. read more

We came to this store because off a 2 hr wait at another T Mobile store. Like night and day. Employees (Dusty) were friendly and went the extra mile to serve the customers. Our wait was 15 min. We could see they valued our business. read more

Albert was dismissive and seemed like the idea of helping anyone is beneath him. Before being taken care of by him, there was an older gentleman asking question about his new phone and Apple in general. Albert was beyond rude to him and you could tell by his attitude and body language he was annoyed by him. The older man wasn't asking anything crazy, just general questions. Then he got to my husband and me and same thing, he told us we needed to go to the T-Mobile on blue diamond and then after questioning him, he stated we had to go to Apple. Then I asked for a screen protector, that is covered by our 360, and he tried to tell me that it wasn't. After asking him to check numerous times, he actually did something and saw we were correct and got the screen protector. Albert, after "helping" us proceeded to go with his co workers to talk about this girl and her father that were in a few minutes prior. Super unprofessional. read more

They never have anything in stock. They always seem like you, "the customer," are a burden. They constantly miss quote you and misslead you on price. Seldomly does anyone here have true knowledge about their products, packages, or services. Basically, they are salesmen at best. Who clearly don't know anything more about their products, but that this is the new thing. I have not been lied to or miss lead by any other place or business more than this location. I've lived in Vegas for 20 years. To qualify myself, in one purchase, I bought 2 Gallaxy Fold 5s and a Gallaxy S23 Ultra for my family. With screen protectors, cases, stylus, and warranty at a different location. So I'm not just an angry, broke reviewer. I'm a quality customer who was lied to, miss treated, and misled by every salesman at this location. I'm telling anyone and everyone to shop anywhere else. read more

AVOID THIS STORE. I went in as I was due for an upgrade. I was 'assisted' by an associate named Jorge, who tried to talk me out of getting one, in hind sight it's bc he had no idea what he was doing... I was under a Sprint plan which was inherited by T-Mobile - well instead of upgrading my phone under my current plan which as $93.33/mo. Jorge was so confused he decided to end my Sprint plan and start me a new T-Mobil plan. The ONE question I asked him MULTIPLE times is 'will my monthly bill remain the same?' Answer each time: 'YES' Well to my surprise my auto-bill came out the following month to $160. Obviously I went back to the store and spoke to the manager, Joe, who had no idea how to read an invoice. I had to literally highlight where to discrepancies were. He proceeded to tell me that it's bc Jorge ended my sprint plan and put me on a whole new one (like I care.. just fix it). Well he claimed he sent an email to corporate and they would fix it. NEVER HAPPENED. Just got another auto bill taking another $160. I called him and he basically said 'IDK IDK, corporate....' all excuses. The problem remains unresolved. AVOID THIS STORE. They do not know how to properly operate or even read invoices. read more

Whats the point of having a store front if you're not going to help your t mobile customers. Parents got a promotion in the mail for the 55+ deal and it said take to your nearest t mobile store to get it set up. Got there, 3 employees just standing at the desk doing nothing. The one guy, said you can do that over the phone. Asked him, can't we just do this while we're here, again he said it can be handled by calling t mobile directly. So, now I am home, so far 10 minutes on hold and counting when this plan could have easily been set up in store. Jeanne (i think was her name) very helpful and kind. (on the phone). read more

Alex was awesome! So kind and understanding! I really appreciate his patience, getting a new phone is never easy but he was so helpful!

This store is close to my mom's house and I stop in and buy products for her when needed (I have her on my phone plan). Then when she is ready, she goes into the store and they help her get things set-up or resolved. The staff is super nice and accommodating, especially since my mom is technology challenged and they walk her through questions anytime she needs assistance. Big thumbs up for the awesome service! read more

T-Mobile - T-Mobile Revvl 4+ phone, case and screen protector - Mobile Phones Near Me - Las Vegas, Nevada

The two gentlemen that are working at this particular location are such a dream team, so helpful, so professional, so smart, they helped me when AppleCare couldn't even help me. Made my day and on top of that they were so complementary. It was such a delight speaking with them, I feel very grateful. Thank you both for your wonderful customer service. read more

Monty, the manager was very kind and helpful when I needed more explanation of my charges. He took the time to fully investigate my prior experience and gave me options. He even thanked me for being kind, which in customer service, customers can be heated and angry majority of the time. Thank you @monty for making me feel validated and going above and beyond for me! read more

Every time I come to this store I have a new charge I didn't approve! First time I went to add a line they added insurance to one of my other phones that I didn't purchase there. The next time I went to add a line the phone was supposed to be free. The lying salesperson said many times the phone is free and convinced me to get a second phone line, free. I didn't need a second phone line, the only reason for me to get the phone was because it was free. I just needed to pay the taxes. My next bill is high and I call to ask why, I'm being charged an extra $16 a month for the phones. Over the next 2 years that $400 for the phones. Not free! The sales person blatantly lied to me many times. When I go back to fix the problem I'm told that person was fired and there is nothing they can do. I'm going to have to pay for phones that were supposed to be free and I didn't agree to pay for. I'm calling corporate next, this is absolutely ridiculous. read more

This store doesn't t deserve even a 1 star. The staff here are lazy and are not helpful. They don't even smile or greet when customers come in. They make you feel that they are far more superior than anyone and expect to be respected when they don't even know how to respect their customers. Very rude and condescending. Never again will go to this branch. read more

Came here with a phone issue and Alex was super helpful. My phone couldn't make calls and Alex did everything possible to see if it was a carrier issue. Overall, he concluded it must be my phone that wasn't working (and it was) but I appreciate all his hard work and effort. Amazing customer service and I definitely recommend. read more

Don't waste your time visiting this store. The guy who "helped" me couldn't walk away from the conversation any faster if he tried. The only thing they did successfully was get my number transferred to my new phone. When I asked about transferring my data from my old iPhone to new Samsung they informed me they couldn't do it and sent me to the Apple Store - which they said they don't do that and don't understand why they would have referred me there. I did find another T-Mobile store near the Apple Store and they were more than happy to assist me with the data transfer. read more

Avoid T-Mobile at all costs. Customer service is the worst I've ever experienced. Both Internet and cellular support is routed to The Philippines, and is inefficient and frustrating. We've moved on. read more

I just had an incredibly frustrating experience at this T-Mobile location. I had been in contact with an online representative who informed the store that I would be coming in. However, when I arrived, they claimed they had no knowledge of this and ignored me completely after I checked in. It's astonishing how poorly I was treated. The lack of communication and blatant disregard for my time and presence were beyond disappointing. I'm dissatisfied and I wouldn't recommend this location to anyone. I'm now driving across town to another T-Mobile because even my online rep was so shocked by their behavior she suggested that I go where I will actually get assistance, read more