T-mobile is probably the worst service I've ever had and they make cancelling your service and returning equipment next to impossible. I spent 3 Gm hours returning devices today and in the end they said they could only accept the equipment and not cancel the service. I strongly advise against using this product. Their business tactics are horrible. read more

Came in a couple days ago to upgrade my phone to the iPhone 17 Pro Max and I was waiting for someone to be available and the associate by the name LUCERO rudely talked to me like I was a thief or a child telling me not to unplug the display phones when I was just looking at them... she stopped helping the customer that she was with to come around the corner and talk to me like I'm an idiot and then I got a different associate MOISES to help me with my upgrade and I let him know that his coworker had said that and he said the same thing that I'm not supposed to unplug the display phones. I WASNT!!! After that comment I made him stop the transaction and left because I will not be made to feel like I'm trying to steal or be talked down to by someone I'm gonna spend money with. I genuinely don't understand what the big deal was if I unplugged it because it was just a charger and the display phones are connected so it's not even like you can take them off even though I was not trying to. Honestly, this behavior was disgusting and I'll never come back to this T-Mobile store unless both of these associates no longer work there. read more

Great customer service is all about creating a positive and memorable experience for the customer. It involves being attentive, empathetic, and responsive to their needs. A friendly and knowledgeable staff can make a significant difference by providing accurate information and resolving issues promptly. Going the extra mile, such as following up with customers to ensure their satisfaction, can leave a lasting impression. Ultimately, great customer service builds trust and loyalty, encouraging customers to return and recommend the business to others. All of which I didn't receive from the manager, Jorge. I called another T-Mobile store and provided them with the same information I gave him, and they were kind enough to offer alternatives and explained possible outcomes. The younger staff has always been friendlier. I guess it's a generational thing--maybe they come with a built-in 'nice' app or something, idk. read more

Five stars for the customer service I received from Lucero on Super Bowl Sunday 2025. She was incredibly patient, knowledgeable and helpful. I was looking to buy a new phone and Lucero was a phenomenal resource. Great customer service. Thank you! read more

Parking can be difficult for this shopping plaza. The parking entrance is on 7th and Francisco. Try finding a parking spot near the elevators. After you take the elevator out of the parking structure, you have to walk down to the other elevator or use the escalator to get to the bottom of this plaza, to get to Tmobile. If you've never been here before, it can be a bit confusing. I'm really dissatisfied with this location. I went in hoping to change my current plan because theres a cheaper, better plan for frontliners and I wanted to purchase a new phone. I spoke with an employee (I believe his name was Francisco) and he was adamant the plan didnt exist. The plan in question was the Magenta First Responder plan. I was telling him that I spoke with 3 representatives on the phone beforehand and he still didnt believe me. He told me that he's never heard of it and he was trying to sell me a more expensive plan. So finally, he said, "okay fine, let's look it up." We did and I was right. I understand that he might not known about the plan, but shouldnt he have known about it considering he was an employee? Also, he could have listened and realized there was a possibility he could have been wrong? But no, he was adamant that HE was right. He was so condescending. I also wanted to look at phones and he was eager for us to leave the store because there were others waiting outside to get into the store. I understood there was a line outside, but we were barely in the store for 10 minutes. On top of that, he was also in the process of training a new employee and he was incredibly condescending to her. I felt really bad for her. If I were her, I would have been embarrassed to have been treated that way at work, in front of customers. I've been a T-Mobile customer for 10+ years. If you need anything from T-Mobile, just call them. They do have great deals, but customer service is lacking. read more

This Kiosk is much better than calling the stupid 800 number for service. Things got done here but these guys are just doing their own thing. Know this, you are coming here for service even if you manage a corporate account but everyone who has an individual account that comes here is to pay their bill so they don't get late charges or their service cancelled or suspended. I've had to come down here to get a new SIM card or to replace a phone due to damage or the wrong one was shipped to me. Purchasing a new device is just as easy for me as well. I'm not sure if these guys work on commission but my stuff gets done. My corporate account also gets protected as well because they ask questions for you to verify your account like they do in the 800 number customer service. So, my rating of the price range will be for the price I had to pay out of pocket for the new device I had to get for a new employee. read more

I rarely leave reviews and especially for phone stores but I gotta give props to Kevin. Went in looking to get information on the current "iPhone 13 Pro On Us" promotion and Kevin S did an excellent job going through all the numbers and conditions of the plan. He and the other employees were professional, friendly and no nonsense. I ended up ordering the phone myself later, but in an age where phone hold times can take forever and customer reps have the wind taken out of their sales by rude people, this was a bright spot in my day. Great T-Mobile/Sprint location! read more

Honestly awful customer service each of them say something else from one another they keep giving you the runaround and overall just not very helpful. read more

Alejandra was so helpful, knowledgeable, and efficient. Answered all my questions and made the whole situation understandable and swift. I usually get an associates that briefly but not fully explains procedures but she did. She's probably the only reason I would ever go into a store. Nice to know this T-Mobile has actual workers that are warm and give a service that makes you want to come back. She deserves a promotion read more

Not much has changed here. The employees always seem unhappy and act Defensive when speaking to you. T-Mobile should get their store employees to be as professional as the Customer Service Reps you get when you call their Main Number. DTLA T-Mobile Stores = SUPER-MEH. read more

Customer service was excellent. Caterin was nice and very helpful. Her patience and knowledge of phones help me pick the perfect device to fit my lifestyle. She deserves a raise. If your in downtown LA I would go to this locating for excellent customer service! read more

This was the worst experience. I entered the store, 12/02 at 12ish pm and I asked the lady that attended me if they had iPhone 15 maxes. She replied with no. I questioned her that I called last night and I got a Yes. Long story short they did have iPhone15. This girl was so lazy. It was just annoying to know that she couldn't do her job or that she lied that they didn't have iPhone 15s I would not want someone like this working for me. 10 year client with T-Mobile. read more

Very good service, Brian was awesome always happy with the service and grate times . TMobile team was very patient and nice..... Thank you Brian and Jonathan read more

T-Mobile - Mobile Phones Near Me - Los Angeles, California

Marlene was beyond amazing I went to 2 different tmobile store before going to this one to get my problem solved. Both prior stores said there was nothing they can do and while on break Marlene (store manager) stepped in and solved my problem in less then 10 min. What an amazing manager staff and beyond!!! Thank you!!! read more

I've had T-Mobile for year's, I have the Magenta max plan my device is a iPhone 13 pro & my phone never works. Face time is extremely blurry and glitchy. My phone only operates on Wi-Fi T-Mobile service is garbage. No service at my home or my job, and I'm looking to switch! Fed up! read more

You would never guess there is a T-Mobile at this plaza! It is hidden right behind the escalator and next to golds gym. Store is pretty new so it's spotless! The whole team welcomes you in right away with a warm smile even if they are already with a customer and everyone is so nice and helpful I have come in to upgrade a phone, to pay a bill, when I had issues with my phone. And I can honestly say that every time I came in, I was treated the same amazing customer service. I didn't have to buy anything from them in order for them to make me feel valued as a customer It's a smaller location so at times they can get a little busy but they are awesome about me coming in, checking in, and then stepping outside to grab lunch without having to lose my place in line Overall, great store, great staff, best Tmobile in the downtown area! read more

David and Marco were awesome. I was having a really hard day both times I came in and the whole team was really helpful. I love this place. It can be hard to find kind quality customer service here in downtown. Go to this T-mobile over any other place for sure! read more

For the manager if you see this- Amanda is the service rep that failed to assist today. I walked in and no one greeted me but I figured it was because the two service reps who were there were busy assisting others so I stood by the counter near the doorway (the space is significantly smaller compared to other T-Mobile stores). A group of about 4 people came about 5 minutes in and this caught the attention of the Amanda and she looked up to say the typical greeting "Welcome to T-Mobile, we will help you in a moment." I was right by the doorway and within her view so I was certain she had seen me by this point. At this point a white man who arrived at the same time as the group did stood by me as well. Within 5 minutes, Amanda finished with the customer and then turns to the white man (who is right next to me) immediately and tells him that she is ready to assist him. I couldn't believe it - Even after seeing me and an entire group of people that came before him, she didn't even bother to ask who was next in line or check if he had an appointment. And to make matters worse, the older white man went ahead and didn't even bother to state that I had been there waiting before him. I didn't say a word and I stood there just rolling my eyes and Amanda saw my face and all of a sudden states - "oh were you next?" And I told her directly, that I had been standing there before him and she goes on to say that she was just about to put my name down and make other excuses that made no sense because I never even gave her my name. She never even acknowledged my presence. Long story short she kept interrupting and going back and forth when I explained that it not only falls on her but on the white male as well so I just waved my hand said no thank you, I am out of here. Even as I walked away she kept yelling at me that she could help me. I was coming to upgrade 4 lines to the iPhoneXR and now I'm doing research to leave this company the first deal I get. read more

Worst service ever!!! I came in to pay the phone bill and the woman was too LAZY TO EVEN LOOK AT MY ACCOUNT TO TELL ME WHAT MY PAYMENT ARRANGEMENT WAS!!! Then to make it worst, she had me go in front of her instead of where I was just to make the payment. I will complain to customer service about this woman in this location. She shouldn't be working if she can't even handle a payment. Such a basic skill and no customer service. Absolutely RUDE!!! read more

BE CAREFUL FOLKS!!! This store is filled with inmoral thieves starting with management! I came in for an upgrade and to add a line. I unfortunately had the worse experience EVER! I've been with T-Mobile since 2007 and I have never dealt with these type of issues. Ernie, some tall dumbo ears guy, stole my phone. I did an upgrade with him and he claimed to be a manager. After the transaction was over, he placed my phone inside a bubble bag and took it to the back. I check my bill and I was still getting charged for that phone. This happened back in July. According to customer service the phone was never returned and I'm still dealing with that problem. Avoid this store at all cost! read more

Alejandro is hands down the best t-mobile employee I've ever met, 10 out of 10!! They were so informative about all the questions I had and was really patient with me and my dad! read more

Customer Service leaves much to be desired; today at least. I just walked in and there were 5 people waiting while other customers were being servee. 5 minutes later they all left. I shared they should acknowledge the waiting customers and let the waiting people know that they will be with them shortly when they're finished with the customer they're currently with. A small touch, but it means so much to a waiting customer. read more

Came in on my lunch break, didn't receive a welcome nor a quick greeting that I would be assisted in a timely manner. You guys are located in the middle of the financial district where people are working long hours and also have time constraints. People came in after us and they left too; hire more people or at least extend your customer skills to long time customers like us. There was no effort made to acknowledge that we needed help. Sorry, we will not be back and we will advise our colleagues that have T-Mobile to skip this location. read more

I replaced my Samsung Note 4 with a Samsung S8 on 8/30/17 and had SUCH A GREAT TIME with the T-Mobile reps Ana, David, and Carlos that I stayed AN HOUR LONGER than I meant to, haha. AWESOME customer service, very attentive to my concerns and questions, and highly knowledgeable of their products. As a salesperson myself, I give them 5 stars. KEEP UP THE AWESOME WORK AND GREAT CUSTOMER SERVICE!!! Left a concurrent review on Facebook as well. This is MY T-Mobile store from now on!!! :) read more

I was in LA today and my iPhone was giving me issues. I took it in to T-Mobil and Patrick H went out of his way for great service and even fixed my screen protector. I will come out of my way to this location for the stellar service from Patrick even living in Long Beach read more

We love coming here, they validate parking and all the crew here is awesome . Johanna and Karine were willing to help us when we switch over from Verizon . read more

I was having an issue with my phone (storage issues, mainly) and after trying to troubleshoot on my own for a few days, I realized it was time for real help. I went to the store 90% prepared to buy a new phone (for other reasons, such as battery life and wanting an updated camera) but Patrick was willing to take the time to see if he could connect my phone to iCloud (AKA not forcing a sale.) I really appreciated that, as well as the recommendations for what to purchase next. Just a reminder to everyone to wear a mask, and if possible, go shopping on your own--only ~5 customers can be in the store at a time, and it's a lengthy process, so go solo to prevent a line for everyone else. Thank Tmobile and Patrick!! read more

What a positive experience at this location! Most straight forward and effective customer service I've experienced with any mobile carrier. I decided to make the big switch to T-Mobile after experiencing faulty reception with AT&T after moving to my new office in downtown Los Angeles. I am especially glad that I came to this particular location, because I was assisted by Hector and he was absolutely incredible. He ported my number over within minutes and went above and beyond to find me an easy-to-remember. As a new customer, it was also beneficial that he took the time to educate my about the service plans and available phone accessories. I love the fact that I was greeted the moment I stepped in the door and serviced within minutes. I will send my friends to see Hector at this location and am already considering opening my tablet line with him. 5 stars ++++ read more

The service is iffy, the plan is pretty expensive but that isnt the reason I'm posting this review. My review is solely about customer service. Here's what happened. My car was broken in to and a Louis Bag was retrieved/ stolen. Also you may wanna take a note and not leave anything valuable in your car. Anyhow, within the bag was my wallet, some cash and guess what? My Iphone. I called Apple, Apple is replacing the phone but it wont arrive for another 4 days. I attempted to walk in to T Mobile with another phone on our account, and ask for a SIM card. I didnt catch the first associates name, but he was sweet and understanding, empathetic that my car was broken in to. He said he couldnt wave the ten dollars, but would ask his manager to see if she could. In walks his manager Marlene the Retail Store Manager. I asked her if she could wave the ten dollars, she said no, I asked her if she could take a look at my account, which was up in front of her, I saw it and pointed at it. She said no, I needed an ID. I told her I was holding a phone thats on the account, she can have a pin sent to it, and I can verify a Pin and any other information she needed to be verified, last 4 of social, etc. She said no, I asked her if she could call T Mobile to get someone to look at it and see if they can approve it. She looked at me, said its $10 and said no. Which I took as her insuiating that its only $10 it shouldnt be a big deal. I may be mistaken, but I responded by saying its not at all about the $10 its about the principle, you can clearly see in front of you that we have been paying a lot of money to you well over a decade and you cant give me the decency to attempt to get this resolved? Not even call on my behalf. She told me that I was more than welcome to call myself but she wouldnt get on the phone. In closing, I'd first like to apologize for being so wordy, but this is a prime case of retail arrogance, arrogance exuded when someone representing a retail chain couldnt care less because they feel the hassle of finding another retailer is too troublesome when trying to save a few dollars, well guess what, there are a few people on this account with me, but I sure am going to try to convince my wife to allow us to search for another cellular provider. Cause this sucks read more

I am not a T-Mobile customer but had thought about changing over, but because this one Sales Rep# 4957118 I will stay clear from T-Mobile. These sales reps are the face of T-Mobile so if his personality is what I would have to deal with I'd rather not. Scenario: Went to buy a charger and of course he asks me about my current service. I get your trying to make a sale but don't degrade other competitors to get my business. Instead use common sense and tell me the great services and/or products you have to offer. This sales rep was very rude. I couldn't hear it anymore and as I was walking out he still kept talking while my back was turned. NOT GOOD T-MOBILE!!! read more

Worst t-mobile you could ever go tooo! First of all they hate their job and just hate explaining the process of upgrading your phone . Fire the whole team and start again . Fix your attitudes . Shitty ass crew and shitty ass environment in general. read more

I don't really understand these stellar reviews (they are a bit suspect in my opinion--short, no detail, from users with less than ten reviews...). The service here is A-OK. They answer all your questions, but this is what we should expect from cellphone providers, correct? There was nothing that particularly went above and beyond to warrant more than three stars. Again, service is average, and BEWARE of the up-sell. I understand that it is their job to try to sell you larger data packages, and the JUMP plan. But they don't have to make you feel stupid if you don't want to do it. I wanted the 3GB package, and he managed to sell me the 5GB plan while making me feel like it was a good deal by waiving the SIM card activation fee, but I see that there are a bunch of people who also had the fee waived, so this seems pretty average. I also got the JUMP plan, since you can't put it back on. I eventually just called t-mobile and downgraded my data and took off the extra data, and I'll probably do the same with JUMP. (JUMP only really makes sense if you need, need, need the newest iPhone, and it's really just a lease, since you don't get to keep your phone when you trade it in.) And some of the information I got was incorrect as well. I was ok with going with the iPhone 5 instead of the iPhone 6, but the person told me that the iPhone 6 has a lot better battery life. So I went with the 6, but then when I got back home, reviews say that the battery life is the same (and it is, I have to charge it everyday). It is the 6 plus that has a marginally better battery life. And in terms of coverage, it definitely is inferior to AT&T, but I was drawn to the free international data (although at 2G) and text. read more

Had the most impressive experience. I always pass by this T-mobile on my way to the bank and finally had it with att and the awful throttling and pushy representatives telling me to get off unlimited when i bring it up to them. So I went in and received great customer service. They felt my att data woes and gave me an an offer I couldn't refuse. Better service, a cheaper bill, credits on my new account and they are paying off the early termination fee from att. Thanks thanks thanks!!! I am so happy for the change. I am officially a T-mobile user. Please ask for Andrew or Daniel, they made the process easy breezy. I hade been an att customer since the first iPhone was released, a loyal customer that couldn't take it anymore. Thanks T-mobile. read more

T-Mobile - Dtla - Mobile Phones Near Me - Los Angeles, California

This tmobile has the worst customer service And they need o be more educated any what phones are coming out.. Every time i go here they tell me something and i go to another store and it's a lie...DONT GO TO THIS STORE GO SOMEWHERE ELSE... read more

We're the Friendliest and Most Knowledgable Team! Come on in and say hi to #Lucky7 :) read more

T-Mobile - Mobile Phones Near Me - Los Angeles, California

Came here to add my girlfriend to my plan. They were very friendly and not pushy. Store is brand new and conveniently located on the first floor next to all the restaurants. Huge thanks to Michael for being so patient and helpful with us. read more

T-Mobile - Mobile Phones Near Me - Los Angeles, California

Adrian was extremely helpful and answered all of my questions. I highly recommend him and he has great customer service. I wouldn't go to anyone but him! read more

Went in a couple days ago to upgrade to an iPhone 6. I have been getting such a horrible service at all the other team it was I went to I was not holding my breath. When I arrived here I was helped by Raul and he was very easy-going and informative and everything I needed. I ended up ordering my 6 and setting up a refund for my current phone as well as checking all the information on my account. Something that all of the other T-Mobile representatives had trouble accomplishing for some reason. Great experience with the great employee. thanks Raul! read more

Today was the second experience I had in this branch and the same young lady with an unnecessary bad attitude made me just leave. She shouldn't work in customer service and she is not even knowledgeable about her job. There are many much better prospects for that job. read more

I don't know what the five stars should be for.The fact that they have super great customer service or the fact that Mark who was really really gorgeous helped me out? Lets review both. ;) I came in just to purchase a new phone case for my iPhone 6 and once when I walked right in, Mark was there to assist me right away, and am I happy he was the one who did. HAA. I'm really picky when it comes to my phone cases and i wanted a white one in particular and Mark suggest a few other cases but I have to deny them until we went for this white otter box. Its alright and its what I wanted not exactly but it fits my quota. Key word in the first sentence, "I CAME IN JUST TO PURCHASE A NEW PHONE CASE" But Mark ended up convincing me to buy the UE Boom box which was amazing because its loud enough that I had to cover my ear at one point and the fact that I didn't have to pay the whole $ 200 up front was amazing, all I paid today was basically taxes and that I was able to do monthly payments for the boom box. SCORE!!!!! Now can we discuss how handsome Mark is? I mean if you like the Bald head, Blue eyes, Hispanic descent, with a perfect smile (pearly whites) and of course the chiseled body, then this is your guy! I'm sure if he sees this it'll either A. creep him the fuck out or B. compliment him and boost his ego wayyy up high haha. Either way, I had a great time with Mark being my associate to help me throughout the whole transaction. Made casual conversation with him and his coworker and it was just a great overall experience with this t-mobile. I had fun swooning over Mark. HAHAHAHA. Either way this T-Mobile deserves a 5 Star for great customer service :) Have Fun and Good Luck! read more