Monday February 23, 2026: I came to this Nellis location looking to lower my phone payment and also an explanation as to why I'm still paying what I did when I had just finished paying off my phone. I wish I could have gotten her name but she was Hispanic , brown hair and thin she had her hair pulled in a pony tail that day. I walked in asking questions and felt extremely rushed by her. Long story short my answer to me questioning on switching to a lower phone plan was "well all of our phone plans are more expensive". Like what? You didn't even take the time to really prove that to me or even sit down and explain my phone bill. I walked out extremely upset and it took everything inside of me to not be rude and express to her on her low customer service skills. I ended up going to a different t-mobile location within a few miles and got a better experience AND a lower phone bill and understanding of my phone bill breakdown. read more

Really wish yelp had negative stars. This location is not customer friendly. Went in there with questions about my account and when I walked in 2 guys were leaning against the phone cases, no greeting, but clearly saw me. I stood near the entrance just in case they were helping someone but they just stayed in their conversation and waited until i walked up to them and the heavier set guy between the 2 wouldn't even wait til i was done talking before cutting me off. Felt very rushed and rude and all he could tell me was to use my t life app.... Worst service. read more

Karina employee at T-mobile that attended me at my visit , very helpful & courteous , made the visit less stressful and helpful . thankyou

I've gone to this location twice and both experiences were amazing. First time I was there was to upgrade mine and my dad's phone and it went well. The lines were long but they always kept us in the loop and reassure that they will get to us soon. As soon as my turn was up team associate Jolly and manager Paloma helped us through the process and even took time to explain any changes on our account. Second visit was to get my screen fixed and the same employees got me in and out of there quickly. They are very efficient and take pride in what they do. read more

Came here to exchange my internet router for a new one. Grateful for Hugo, the tmobile employee who helped me by setting up and checking the router to make sure it's working right before turning it to me. read more

SAVE YOURSELF THE TIME MONEY AND STRESS USE A DIFFERENT COMPANY Not Necessarily this location but more or less THE company... but I honestly can't trust this store or the company after all of this. I've had them for about 2 years now and have only ever gone through this location. I have 2 phones internet and all kinds of other stuff. At first it was all good but their service started getting worse and worse and their prices keep going up and up. I started having issues with the home internet, had to go through their customer service and after about 3 weeks of it not working and customer service can't figure it out they sent a replacement router gave me a time frame to drop off the old one etc... I returned it in person the guy working in this store gave me the receipt and said "make sure you keep this they're known for charging people" sure enough they did. $200 something non return fee. That was on December 5th 2023. It's now the middle of February and the fee is still on my account and they're threatening shut off if I don't pay it. I have talked to 7 customer support representatives and 2 superiors since December and every single one says the same thing saying it was T-Mobiles mistake and in 3 days the fee will fall off. Well yesterday I had enough of it because they charged me more fees now so back to customer service where I told them I need it fixed now this is the last chance I'm giving T-Mobile before I switch to Verizon or AT&T well they said give them 3 days and it will fall off but just Incase they pushed out my bill. It's 7 days later and still not fixed so back to customer service AGAIN... "I want it fixed right here right now or I will go to AT&T." Oh no please don't blah blah blah transfers me to a supervisor, supervisor says it's this stores fault because they didn't send it back on time not mine they're working to fix it etc... I told him I am the customer I should not be punished for the stores mistake then and I've been dealing with it since December now either fix it right now or I made an appointment at AT&T. He said all he needed was 24 hours blah blah I didn't even want to give him that but I said fine absolutely last chance he promised he would reach out and call me first this this morning, HE DID NOT. So I reached back out and told him I will be leaving T-Mobile and switching companies and they refuse to tell me what I need to do to end my contact early. So I guess save yourself the time, money, hassle etc... just go to a different better phone company lol On a side note through out the past 2 months I've had them all offer me different discounts for my inconvenience and any time I ask them about it they say well we can't honor that read more

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i wait for an hour to tell me that i have to go to apple stor this peo are talking about their life with customer and they take forever to take care of customer. read more

nothing this phone is a pos. can not log on with bio, this crap about the life account and a 15 minimum password, how frigging stupid. this is the worst customer service and phone in 10 years, t mobile you are called out, this is crappy service. read more

seriously traded in my phone for the 15pro max, I'm sure his name as yamen. I get to work haven't checked my phone somehow my battery went from 70% to 34% I get home and charge and it turn out it charges for a bit and stops working!!!! this is such a burden ! I need this fixed ASAP ! ASAP! hopefully they can help me out the right way this time. if not then what a waste of time and money. at this point I'm just so disappointed. read more

The phone service isn't bad it's just the people they have working for them when you call they say one thing and in the store they just deny everything that was stated over the phones and in a condescending way they don't let you finish your sentence before they shut it down. They have done this multiple times. It feels like they almost refuse to try to even help you. So my question is what's the point of these pop up stores if they can't help nor want to? And why is the call center and the stores not on the same page? read more

I like their customer service and they are very knowledgeable on their devices. The only thing is they always trying to sell there tablets which I hate read more

I am and will come back because of Jesus... Great Representative for t mobile... Mangerer Jason also assisted with my needs...

This store had excellent customer service. Esmerelda was amazing. She took time to explain to me my options and the best deal. I was almost ready to switch to Verizon but she convinces me to stay. She was very knowledgeable and professional. The entire staff was very courteous. I was able to get two phones. She was wonderful and really appreciated her hard work and patience. read more

I did a warranty exchange and exchange came in with a burnt in image on the phone screen from the last user of the phone, and now a week without my phone, and no Real customer service in offering an upgrade solution.only if you have a Samsung but if I wait a few months I might get a better deal from Apple???? read more

I usually don't feed in to yelp and bad customer service comments but I run an establishment myself I'm a general manager and there was a young lady at this location that I came in to get a new phone today and she was very brief very rude basically said she couldn't help me unless there was a certain thing done before hand ,rather than providing help she walked away and when I tried to get her attention by saying ma'am on three other occasions she did not pay any attention to me but was towards the back of the store speaking to another individual on staff ,now if your going to be in a job for customer service you should provide good customer service ! I used to come to this location and buy accessories and also phones from this location on a regular basis ,I will no longer be doing so I've been a T-Mobile customer for over 20 years read more

Oli was a great help when I went to this location the other day to get help with my phone, he was really patient with me & gave me all the information I needed. I will definitely come back & see him if I ever have any questions or concerns with my cell phone. read more

I always dread coming into a retail store due to my past experiences but the other day changed all that due to one of the employees at this location. Where do I start, let's just get to it LaLa was exceptional. She was able to help me with all my concerns without feeling I wasn't as important as others who come in to open new accounts. She really took her time with me and I will look forward to coming into the store and asking for her assistance in the future. I would recommend Lala as she was really attentive and patient, which is super hard to find in anyone who works in customer service nowadays. Thank you again Lala!! read more

Honestly just experienced the worst visit of all my visit to a T-mobile. On 10/13/2019 I walked into this store bc I was one of my fav and the nearest one to get a new phone due to my last one being stolen. I got helped by Yaman/Yasman? He leaned all thru my purchase and just set me up with the iPhone 11 without any questions asked other than the what kinda, wha color and what storage. After he asked me to pay the remainder of my bill so he could give me financial options (which was no down after the payment) Oh and helped me update my mailing address. I asked how much would it add to my bill, when would it arrive (he said Oct 15-17) and then boom I was set up with a new phone. Fastest service ever but the shittiest. He didn't explain not one thing about me financing it, he didn't give me a receipt, he put his email down and signed for me (illegal) he claimed he was being nice the day I went back 10/19 to see how everything was going since I didn't receive it. He blew up on me and then called over his manager to help deescalate the situation, but kept insisting on telling his side of the story to the manager when I was already over it and wanted to purchase another phone for my mother. All I said it would've been nice to know all this shipping and all this other information that u just told me the day of my purchase then he claimed to be confused bc of how I went in and said that he told me it's would arrive Oct 15-17. Yeah son that's all u basically told me. Ugh. Went back a couple days ago to get a case and screen protector after receiving my phone almost 3 weeks later. The young lady was nice, placed my purchase on my phone & helped me set up my SIM card (bc he put it on the wrong number) she explained to me about the insurance on it and how the coverage works and all the good stuff and that's why they got the two stars or else it would've been just the one from me. read more

The workers are friendly the ONLY thing that sucks it's usually crowded and a wait which kinda sucks if your in a rush but what can you do

made appt. on and luis g. at nellis and charleston at around 1pm. he took care of bussiness set everything up including the set up on my phone and all i have to do is plug it in (this is my tmobile internet) so far everything is fine i have 15 days to try it out. and if it work i have my phone and internet with tmobile. byebye cox cable, 12 years with cox and no love. look for luis G., he will take care of you, he s a good man. read more

I rarely write bad reviews about a place unless I feel very motivated to do it. My visit to T Mobile on Charleston and Nellis did just that. My wife and I went to inquire about their free phone promotion, and one of the Costumer service reps there was extremely arrogant and rude from the very beginning. His name is "OLÍ " I've been a t mobile customer for a very long time and I've always received very good treatment until today. Olí made us feel like we were stupid every time we had a question. His demeanor is very unwelcoming. I know we didn't qualify for the current promotion but we were there to inquire and get answers. I need a new phone anyways so I was determined to get a new phone regardless but his treatment towards us made us walk right out. He never offered any alternatives. It almost felt like we were bothering him and he wanted us out. If you ever walk into this store make yourself a favor avoid OLÍ. I'm sure there is others there who are actually able to deliver customer service. read more

This store is absolutely worthless, the merchandise inside and the employees. Luis was no help at all. DO NOT COME HERE

Came in to upgrade an iPhone, asked for the iPhone 11 Pro Max. Some miscommunication occurred and the Mobile Assistant, not Expert, brought out an iPhone 11 Pro and opened the new case after conducting a transaction with a down payment. I caught the error that it wasn't an iPhone 11 Pro Max after the fact. I had to pay a $50 restocking fee for the mistake and to get the phone I originally asked for. She asked her Store Manager, David, if it was possible to waive the fee, I appreciate her for that, but her manager couldn't have cared less. The store was no longer busy at this point, so any excuse for the Store Manager not to stop by or acknowledge this issue is ridiculous. I decided not mention the name of the Mobile Assistant because she still tried to be nice after seeing how irritated I was. read more

I wouldn't recommend this location. Not helpful , not Informational, not friendly. "Oli" was my sales person and he made me uncomfortable. I felt rushed and I felt like i couldn't ask him a question without him getting frustrated. I didn't have good experience. read more

Why am I not surprised this place has horrendous reviews. All I have to say is terrible terrible terrible!!! Please I beg anyone who reads this do not get the "free" accessories that "come" with your upgrade, you will see them on your bill and they won't let you return them!! Please hope everyone reads this! They are scam artists just trying to make commission! read more

I usually go to a 1014 E charleston location because they always provide good customer service. Today I went to this location because it's close to my house and I had to pay my phone bill. The guy that was helping me today (named Robert) had the worst customer service . I asked him a question and he answered me really rudely. Never again will I come to this location. I'd rather drive a little further and get better customer service. Ps this place doesn't even deserve a star. Sorry but not sorry read more

SO SLOW. Plenty of employees but always a wait. Every time. At least 45 min. Employees are not informative and I've heard plenty of times "just use the website." Clearly I'm wasting my time here because the website is NOT useful. Waste of a company. read more

You want to waste your time then come here you will be waiting 2hours just to get a new phone or even ask them about a problem. People suck at explaining. Worst place to come u will wait like an hour plus another hour on them figuring out what to do. read more

My experience here was great. Everyone was very friendly. Linda and her manager Sarah were awesome and very accommodating. Linda is very friendly and professional. Definitely recommend!!!!!!! read more

We walked in hoping to get some information on upgrading our plan to double the gigs for only 5 dollars more like a text we received from T-Mobile had just said. The plan was available but in order to access the account a pin was needed. When we first got with T-Mobile nothing like that was asked of us. So of course we didn't know what it could be. I told him to try my birthday but I just gave him 4 digits and the employee immediately said no that's not it. Didn't type in the number just flat out said no. Tried to ask him if the plan can be changed through our phone and immediately said there's no option to change the pin through the site. He wasn't listening to what we were trying to do. Had to go to another T-Mobile where they were helpful and did what we asked without needing a damn PIN. read more

Had the best experience at the t-moble store. The two lady's that helped us are awesome Crystal and Sarah. They were super friendly, very helpful, and answered any questions we needed help with. We just wanted someone to know what a great help they were and we did get service. read more

By far worst customer service I left T Mobil because of the customer service and prices. I went in on plans of leaving Verizon but honestly I rather have polite customer service. I went and and was never addressed more so pointed at. To sign in but then told well I guess I will help you. I spoke with Luisita Iniguez she be far had the worst attitude. I was under the impression that I would save money she keep telling me that price online was for pre paid. In the end I asked her name and she said it I said can you spell that she looked at me like I was crazy and handed me her card. Then when I went to leave she made the smart remark you can speak to my manager right there. Honestly I will not be coming back to T-MOBILE and I will begin contacting corporate to inform them of this stores practices. read more

So I went in yesterday to buy a new galaxy 8+. The guy tells me they're having a promotion and he's going to "hook me up" with a screen protector, phone case, and wireless charging stand. He said it was, "all included with the package." I'm like cool, sounds like I'm getting a discount or something. Me, being the skeptical person that I am, I ask if it'll make a difference if I pick a different case, he says "it doesn't matter, clear or black, same thing." So then I ask, "well how much does this brand cost vs the other?" He then replies "well it's free, so it's the same." So I'm like, "ok, I'll get the otterbox." I paid for my deposit and the taxes on everything. Once I get home and look at my receipt, I realize I still paid for EVERYTHING. Same price, no discount, not free. Screen protector $34.99 Ottorbox $49.99 Charging Stand 89.99 Wtf?! I knew I was being lied to. Should've listened to my instincts. read more

My family and I have been having multiple issues with our t-mobile account for some time now. After getting no help from the customer service phone line we chose to go into a store. We got put on list and helped right away Ivan has been helping us since! Ivan has been incredibly helpful! He has gone above and beyond for us. Making sure to answer all our question and spending up to an hour on the phone with insurance. We are very pleased with the service we got from him and will continue to go to him whenever we need new phones. read more

Before coming to this store, I did my research on the T-Mobile website about the Unlimited Everything Plan as well as the phones I wanted but I decided to go to the store anyways because I didn't want to wait for shipping. When I came in, they told me that if I purchase a Samsung Galaxy Note 2 and three Galaxy S4's for my family then I would have to pay an extra $20 per month per line (totalling $80 for 4 lines) for an additional 2gb of high-speed internet. Now two things is wrong with this. First, I didn't want the 2gb but they were insistent that I absolutely MUST get it. When I was checking the T-mobile website, however, I could get whatever the hell I wanted (namely the standard 500mb which comes at no charge) no questions asked. Secondly, the T-Mobile website states that if you pay an additional $20 a month per line, you get unlimited high-speed internet, NOT JUST 2gb. They tried to rip me off in more ways than one. When I left the store, I called their Customer Service and they were able to set me up with a deal that was $80 cheaper than what they quoted me at the store. I'm still waiting for the phone to ship but seeing as how I will be saving $1920 over the next two year, I'm pretty ok with it. I would have rated this one star if I could. I've never experienced such blatant lies to my face before. If you want to save on money then I'd go elsewhere. TLDR: Buy online or call customer service. DO NO GO TO THIS STORE and you might save almost 2 grand. PS: If you work at this store and you're reading this "f*ck you!" read more