Got my phone upgraded here after not upgrading for four years. Yes, four frickin years. The guy helped me out and was very helpful and nice. Now I have a semi-cool looking phone which is only semi-cool because it is a free phone and free phones tend to not be so cool looking (only partially) but a free phone will do me just fine. Yay for upgrades and free phones! read more

This company has utterly dissapointed me. This morning they cancelled my subscription and my phone stopped working for like 3 hours. I went to the store and they were kind of helpful, first they made me call customer service and they did not help me at all. Then, after like 30 minutes they offer me to buy a plan on the store. I do this and we cancel my autopay plan. Later on I realize I was still charged twice in my credit card. I call them and they take no responsability and make me call the bank. I have lost more than 2 and half hours between calls and going to the store and still waiting on the phone to contact the bank. Utterly ridiculous, literally about to cry for wasting so much time. read more

Customer service seems very nice and helpful. However, be aware of extra charges they put on your bills. When I called Tmobile to question the charges, they credited me some. But some, they say I have to complain with the retail store for previous charges. Of course I stopped the charges moving forward through Tmobile. Among those ridiculous charges are: 1. 2 Activation fees of $70 + taxes: One time charge that Tmobile credited back to me. 2. Upgrade one line for $20/month, which I never asked. 3. Insurance on a phone that I did not buy from them: $7.99/month. I'll never do business with them again!!! read more

Terrible customer service. Walked in and was told that they'll be with us shortly since both representatives were with another customer. As one of them was wrapping things up, another person came into the store and they immediately helped them out instead. read more

Mark of TMobil was absolutely phenomenal thank you and I highly recommend the store and him for your every need so go there right now!

Worst customer in-store service. Zero Stars! It's apparent that the "sales clerk" a term I use rather lightly was poorly trained due to their lack of common sense and knowledge when it came to handling digital media on a phone. What the hell are you thinking handling someone's phone (their lifeline for work) performing technical assistance and not taking the precautionary measures to ensure the information is safe. Yes, I made sure to ask if my information would be safe (yes, I back up my phone) and I was reassured by this associate that the "troubleshooting" she would be performing would NOT affect my visual voicemails. My issue: The voicemail to my phone was not working properly (it would disconnect now allowing callers to leave a message) I give my phone to the clerk. She quickly removes the sim card and replaces it with a new one then proceeds to perform a network reset. After the replacement of the sim card and network reset, 90% of my saved visual voicemails are gone! She's now a deer in headlights. Even the store manager (or floor manager), who can see she is struggling does NOT intervene. WHAT? She gets on the phone with tech support with t-mobile. Who by the way are wonderful. The end result, she allows me to walk out of the store not giving me back my sim card and destroying it and that is where all my information defaulted to. Why did she not offer to give me my sim card back? Why grab my phone and start changing things out? Why not back up the voicemails? Which is possible at the store level!!!! Hello, you are working in a phone store, so I assume if you offer technical assistance you would be trained properly and if your laziness did not get in the way of finding an answer to a question I would hope you would want to take that additional step before making a poor choice and losing unretrievable information on a person's phone! With all this said, there are two employees who absolutely rock and I should have waited for them to assist me. Both deserve promotions and hefty pay raises because they take their positions seriously. My complaint has been brought to Corporate attention by the associate who was assisting me over the phone. read more

This is the third T-Mobile store I visited in 10 days, trying to figure out why my iPhone could not do Wifi calling! Being a very lite phone user, I had purchased a prepaid plan that the first store said I could supplement as needed with free Wifi calling using my separate home WiFi. When several wifi calls kept getting debited from my account balance, I went to the second store where the self-assured rep checked all the settings saying 'It is working'. But no, my balance kept shrinking. Associate manager Elizabeth in Westwood spent much time going over everything, finally calling T-Mobile customer service (CS) after not finding anything wrong. Still a long while later, CS dug up a document stating that prepaid plans would debit Wifi calls as if they were cellular plan calls. So no free wifi calling!! Four stars for Elizabeth's persistence in giving me an explanation and offering to reimburse my prepaid plan purchase. She actually deserved 5 stars, but I removed one star due to T-Mobile's lack of transparency in burying this fact so deep that three stores had no idea. I think T-Mobile should have disclosed upfront that prepaid plans still pay 10 cents a minute for such internet WiFi calls when they are free with other plans. Actually I would be ok being charged minimally for WiFi calls (as Vonage was charging). But 10 cents is gouging. Thank you Elizabeth for finally uncovering the answer to my 10 day problem! read more

Nothing but outstanding service! I had an issue with my Sidekick and The management- Dennis and I believe the other guys name is Danny.... were the most professional and awesome employees ever. They both spent a lot of time helping me and i appreciate that. I read a review by Nadith on here and completely disagree with it. This place gives you the best service ever! She sounds a bit disgruntled and "L.A." herself... patients is a virtue girl...! Chill out! I have been a loyal T-Mobile customer for over 3 years and I always go to the Westwood location. All the employees there are great and they are so friendly to me and my family. And what a group of hotties that work there too. grrr! I love T-Mobile and my sidekick! Thanks guys! The only reason I give them only 4 stars is because parking sucks there... but the service is worth your troubles. read more

Alex was so thorough and professional in helping choose a tablet with binge on so that my kid can watch youtu.be without any data usage

I came in at 5:55PM wanting to exchange a regular SIM card from my new family to a Nano SIM card for a Samsung Core phone. Anthony is the Customer Care Associate who took care of my issue. He quickly looked up my account; determined it was simple: he took a metal device that resizes a regular SIM to a Nano SIM!!! Who would've thought!!! I just walked out feeling it was the simplest solution to an issue beyond my comprehension. I'm no techie!!! I'm happy it was resolved in 4 minutes. 5 stars!! read more

Friendly customer service however they gave me incomplete information about the program Jump. Wasted money and can't even get a new phone.

You have to meet Natalie to understand how good & friendly customer service can make a difference. Switching from my Samsung S3 to a Nexus 5 I came in here to get a new LTE sim card. Within minutes I had a new SIM card free of charge (unlike some of the contracted stores that will charge you $20). Natalie was also very familiar with operating the newest phone on the market and that was just terrific. Transferring some of my phone numbers from the S3 was effortless. This is one reason I stick with T-mobile, awesome customer service when you need it. Keep it going T-Mobile store Westwood. read more

The employees, especially Jahmal and Sandy, were awesome folks and provided me one of best T-mobile customer services I've had in years. They have both been very helpful and patient with my needs and walked me through the policies even after I had extended my stay past the operating hours. They demonstrated professionalism as well as enthusiasm in their work, and they have also reassured me to still be a loyal customer to T-Mobile. Thank you again you two! read more

I have been to many T-Mobile stores and they have all been really helpful and good. This one stands out to me out of all the other ones for 2 reasons. The staff are all extremely friendly and helpful, and they have some of the best customer service I have ever experienced. Darnell and Anthony are both great. They are extremely knowledgable, patient and helpful. If you are a T-Mobile customer or thinking of becoming one, make sure to come to this store! read more

Matthew is one of the kindest retail associates I've ever met. Right from the beginning he was very knowledgeable and quick to answer any questions I had about switching phones. He really tries to get to know you as a person to help make the time go quicker and it's definitely appreciated. He's funny, personable and wants what's best for you as a customer, not what's best for him and will give him the biggest sale. You can tell he cares about his customers, his job, and his future. Thank you Matthew for making the process of switching phones so easy! I wish you all the best! read more

So here I am again, now having purchased a NOKIA from an OUTSIDE source, even though I did not purchase my phone from the TMobile store they again showed me the greatest courtesy in helping me transfer my information from one phone to another. The only reason I did not purchase the phone from TMobile is they no longer carried this particular model. It's hard to believe how great all the staff is, everyone has been so helpful. The store manger Jody has obviously done her job well, she herself is as accommodating as can be, so it stands to reason her staff would follow. read more

GREAT customer service. Phones are straight up. Only downside sometimes the store is packed, but otherwise their great

Worst customer service ever that's why I only go to Beverly Hills even when I came last time the manager used to be nice and then one day she got so busy she couldn't help me so I just went over to Beverly Hills and got my new iPhone XR you should really get someone in the Westwood store who knows how to be a manager. I went in today and did the same thing they're absolutely nasty and horrible customer service I hope you get a better manager and train your people. read more

I got the jump iPhone plan to upgrade my phone when a new one came out. I asked the associate multiple times that I would ONLY be paying $65 to pay off my phone which he responded yes. I came in the next day to get my phone and another associate told me I had to pay almost $400 for a down payment and tax for my new phone after I was told that I would only have to pay $65 multiple times. Obviously they just did not want to lose the sale which led them to lie to me about how much I had to pay. If you are planning on coming to this T-Mobile don't unless you want a new phone for what you think is cheap then told to pay $400. read more

I've been to this location many times and experienced great customer service each time. The employees were friendly and helpful each time I came in, sometimes for no other reason than to pick up my free Tuesday item. They've fixed my phone and explained about service plans. Even when they're busy with other customers, they always acknowledged that they would be helping me soon. I didn't realize how great their service was until I visited another branch. Appreciate the customer service you get at this location. You can't always find it elsewhere. read more

1/19/11 MY EXPERIENCE WITH T-MOBILE OVER THE YEARS This is not about any particular T-mobile location per se but about T-mobile customer care in general. I've been w/ T-mobile for six years now. They locked me in with a few 2 year contracts and I went from sidekick to sidekick to G1 . The G1 was a real moment of satisfaction ..but at the same time I got locked in to a data stick contract so I was paying $100 to $150 per month for a while. I accepted the contract and didn't complain (for a while), but didn't alqways feel fully appreciated by T-mobile, and despite not using my minutes to near-capacity ever, a customer care agent once even tried to talk me into paying for MORE monthly minutes. Its those kinds of experiences that alienate customers from "ma bell" or "ma t-mobile" . Later, I started using my phone as a modem & didn't need the data stick but they kept trying to convince me otherwise & at one point a fellow at t-mobile tried to tell me that there is "absolutely no way" to use a cell phone to connect a laptop to the internet despite the fact that I had already done so. It was very frustrating to have somebody you thought you could trust try to "bluff" you like a fool. Then, most recently I called & inquired about ways to economize my monthly bill, but was told I was "lucky" to be able to keep the rate I have as it is ($79) because it is no longer offered ("grandfathered") but as it turns out, after I researched possibilities on my own, after specifically asking about the "even more plus" plans, I was finally told I could get a deal for $49/mo without losing any of the good points of my current plan. They wouldn't have told me if I hadn't specifically researched & asked about it. That's the kind of stuff that eventually drives customers away. They keep trying to "get" more of out of you even when you don't need more from them, or may need & want less. Some banks operate this way as well and its b/c they are driven by the G word: GREED . Corporations that operate on the basis of more, more, more (for themselves) & don't think of their customers as part of their organization but as members of "another team" eventually drive away the people who are paying the bills. Furthermore, you rarely can identify the person on the phone. Sometimes they may give a first name, and if you complain I've never gotten the feeling it does much good. However, the one recommendation I can make is to ALWAYS ask to speak to a "supervisor" no matter how much objection the customer care person makes about it. I had one experience where customer care went so far as to ask me "What can a supervisor do that I can't do?" And so I had to spend another five minutes explaining and re-explaining why I must speak to a supervisor. Finally I did get thru to a supervisor and lo & behold he was able to offer some changes in my plan that would save me money & actually give me more of what I needed. So sometimes its a matter of going up to the next level not matter how much they initially try to persuade you otherwise. Don't give in to being bullied by customer care. Go higher. Write letters. Blog about it. Keep communicating. We the people will WIN if we keep talking. Never give up ! read more

REALLY terrible service for customers. I went today with my friend to renew monthly plan of her chip data, they just let us waiting for 30 minutes and kept attending other customers who came after us. My friend doesn't speak well english but even though I was able to translate for her, they completely ignored us as customers. Just don't go in this one, please try to find other local T-Mobile if you're looking for one. read more

Everyone there was very friendly and helpful. I went in got my issue resoved quickly and then was on my way :)

If I could give them 0 stars I would. The staff here will mislead you on pricing and bundles deals. They will also say anything they need about promotions to get you to stay, even if those things are not true. On a phone that costs $28 per month they ended up charging me over $50 per month in additional accessories and features. They mislead me on the pricing of the phone and told me that the accessories that came bundled we're a part of the lower price. If you need to buy a new phone go to the website or call. There is nothing the store will ever sell you for cheaper or at a discount. They are just here to upsell you. read more

Seriously though. Jahmal is the man. He was the first to answer the phone and made sure it was smooth sailing from there. We had to set up a cell service for my international friend, nothing has been so easy. T mobile is also the best for such. So just go hear. I hate my AT&T contract. ;) read more

The staff here is incompetent. After spending over 2 hours trying to figure out how we could purchase two phones, they sent us to another store because they couldn't figure it out. Problem is, they didn't even know what phones were at the other store. Their answers did not make any sense. Do yourself a favor, save yourself time and aggravation, go to another, really any other, T Mobile store! read more

Matthew Botello is amazing. Excellent customer service. Everyone can learn from him. If all employees work as good as he does then the company will attain great success. He is very knowledgeable, helpful and respectful. I would rather pay more to have good customer service but with T Mobile amazing offer it's like Christmas all over again. Unbelievable, out of this world deal. I now pay $100 less per month with unlimited data for all, got $450 rebate for a family of 3 and even got 3 free Samsung smartphone. How can u beat that! Matthew treats each customer like family. He goes above and beyond to answer ur every quiery. He shows pride and passion for his work. Great work ethics. He takes every effort to make his service personalized. I was amazed to return the next day and Matthew addressed each of us by our first names. He took the effort to remember all our names and all our needs and helped meet them. So proud of u Matthew I know you will reach greater heights. Proud of u kid! Ur Mom raised you well. U are Tmobile's best asset u deserve a promotion. read more

Darnell was awesome! He help me ,in the matter of seconds, transfer my data including my docs and pictures from my Android to my new iPhone with out hassle. He's was very knowledgeable and is aware of the newest gadgets and apps which are amazing. Hands down Darnell's a phone beast master! read more

If you are visiting UCLA from overseas, this is the place to get a local sim card (will be free if you are buying a data plan), pre-paid service, and pay in cash (no worries about auto-pay on credit card). Sure, the line is long because there are lots of new students and tourists in Westwood, it's delayed-instant gratification (better than ordering the free sim online and waiting for it to be mailed out). Find another location for shorter lines and nicer staff. read more

Such a NIGHTMARE with T-mobile with the service and their liability! I opened an account here with a contract plan in 2006. I was asked to pay a SECURITY DEPOSIT $75. After a long time with T-mobile, 6 years and 3 months, I switched to a prepaid plan. The day I ended the contract, I asked a Rep if I could get a refund for the security deposit. The Rep told me it'd take about 4-8 weeks to be mailed to my address. Okay...no problem. After about 4 months of waiting, nothing came. I decided to call a customer care service. A Rep told me it was not shown in the system. She told me to go to a T-mobile store and show a contract paper to a representative. I came to this store. My bad experience began. A guy treated me like I was a bad customer. C'mon...I paid a full bill every time and never be late. He told me it was not a security deposit. It's for a smart access fee. What??!!! I was shocked. I'm pretty sure when I opened the account, a Rep said it would be refunded after ending the contract and no breaking rules. More importantly, it says clearly in the contract that it's a "Security Deposit". If I knew that a deposit from T-mobile would never be refunded, I'd go with another carrier. I'm screwed! Never be doing a business with T-mobile again...ever. read more

I canceled their service due to charges that I did not Authorize (international roaming charge) while I was out of the United States. What I asked T-Mobile customer service was to close my voice mail so that no one will not leave message in my voice mail. After two months when I return back to the United States I notified them to cancel the service however they keep charging me. When I called customer care and complained about the charges I was transferred to different departments. I then switched to another carrier. I paid in full for the previous moth bill but, they charged me $133.60 for less than 12 hour over service until the other carrier took over. I wrote them a certified letter detailing the charges and requested a settlement for $19.73 detailing the service. T-Mobile Customer relations replied a letter we know longer own this account. I paid all their bills while I was out of the country even though it was not what I should pay. The utility companies in my opinion are out of control. They can damage any bodies' credit history without due process. Without any judgment or court order they should not be allowed to report to Equifax, TransUnion or Experian. read more