T-Mobile's customer service is HORRRRIBLE! Been with them nearly 20 years and the customer service I have received over the last few months have left a very bad taste in my month. They lie to you, the bill comes in all wrong, not what was quoted. The people on the other end are ignorant. They don't return your call as they claim they would. You have to chase them down, then you get someone new and have to start all over again and you hear the same pitch "Well now you got me and I will fix everything"... what a big fat joke! read more

Always tricking you with "promotions" until you find these hidden charges in your bill! Always check your bill!

T-Mobile routinely looses returned phones, and then charges for them not being returned. My internet research says this is very common. I have T-Mobile insurance on all of my family's phones. My daughter's pnone got a cracked screen. She had it repaired, and sent the phone back to T-Mobile. After 90 days T-Mobile billed me for a non returned phone. I called T-mobile and they said it arrived in a warehouse but they don't know where it is. And, since it's been over 90 days, I can't make a claim. This is obviously T-Mobile's way of offsetting the cost of phone replacement. I will be looking fo a replacement service provider, although, with the merger with Sprint, those alternatives are shrinking. read more

I have been with t-mobile for 10 years, and I have never been more disappointed with customer service in my life. My husbands phone less then 2 months old completely stopped and not only will they not replace the phone, but they are making him wait a week, pay $20.00, and he still only gets a refurbished phone. This is completely unacceptable. The manager in the Hemet store Jason Antonio knew we were unhappy and decided to leave early so he would not have to deal with the problem. Instead he made is employee do it. The store number is 1SQY. I will be cancelling their service. This is totally unacceptable customer service. read more

Super friendly guys. They were able to set up my buddy on the family plan with no hassles.

Got great customer service from Emin. He was very patient, friendly, gave precise explanations, and great conversations. Helped me and my mom switch over from at&t. We will definitely only come when he's there. read more

I went in to the store with questions and Angie Molina helped me extensively. She was thorough and showed empathy throughout my visit. She made me feel at home with her positive attitude. read more

The day before I walked in the store I called the 800 number for information about upgrading my phone , a note 10 plus. My phone was damaged . The rep I spoke to suggested that I go into a store file the insurance claim and then upgrade as the replacement phone would be used as a trade in. He also stated that I had to upgrade to the magenta plan . I spent a good hour on the phone making sure he had all the details so when I go to the story I know exactly what to expect. So I walk into the store and I was first helped by David P . He decided to provide me with correct information. First there was no point in filing a claim because my phone was paid for. That would mean I am spending 100.00 for no reason. Secondly, the note 10 plus isn't eligible for any of the promotions. So I call the 800 number because at this point I'm confused. A rep by the name of Steven takes the call. I explain the whole conversation from the previous night and what David p said. I simply asked Steven what the policy was for upgrading and if I needed to file a claim. He put me on hold for a looonnngg time . He comes back and says "yes, you file a claim and use the phone as trade in. Again, I say that's not what I'm being told in store. He asked to speak with David P, so I put the call on speaker and David tells Steven exactly what I jut said and then Steven pretends like he didn't understand the conversation we were having for over 30 mins. So then Steven supervisor Scott gets on the phone and wants to go round for another hour. David had to go to lunch so them Jacky continued helping me . I finally went with David's and Jackys suggestions on how to upgrade 2 phones. I paid more than what the customer service reps quoted which is a little upsetting. They should know their job . What's worse is Scott , as a supervisor his customer service skills are trash. He didn't apologize for his inept reps towards the end of the call he remained silent , I thought he hung up. I hope corporate reads this and provides the telephone reps with clear, consistent training. To the manager at the Los Feliz store Jacky and David are courteous, knowledgeable and personable. It was a pleasure having them assist me . read more

Sunday I came in to T Mobile and purchased a new phone. They said that they had transferred from the old one everything. When I got home, it didn't work. After hours on the phone (house) they said restart it and it will be fine. It wasn't, spent 3 hours Monday and after all that, wasn't fixed and they couldn't restart my old phone. Two and a half hours Tuesday morning, same thing. Absolutely the worst time wasted experience ever. Lost over 800 dollars of work read more

The Worst. Every time. Never, ever again. Even the other T-Mobiles I've been to have had customers come from there complaining. Unfortunately the next nearest T Mobile is closed right now. At this point I'd rather drive even 30 miles if I had to to avoid this place. Promise, it's the worst, can't believe they hire these idiots. I'm talking years of occasional dealings and every time it is bad. Off my list forever. Do yourself a favor and don't go here. read more

I had been promoting tmobile for years. Totally unaware that their perks and options are ONLY AVAILABLE TO CONTRACT ACCOUNTS. I was under the impression they rewarded customer loyalty, nope, only if you also sign a contract. You would think that being on autopay for years would avail you some of the perks but, no, it does not. On customers service chat, I was given a prepaid 800 number to call to handle my issue. What the heck, so even customer service is for CONTRACT ONLY ACCOUNTS ALSO. As they promote , no contracts, they dont divulge, that, if you dont sign one, things like referring friends, payment plans for phones & customer service are not available to you. So, in other words, to get all they offer YOU DO NEED TO SIGN A CONTRACT. Totally deceiving. REALLY DISAPPOINTED IN TMOBILE. They just lost a long time pre paid, autopay customer. Youd think we would be their best kind, we pay up front, & it's never late. Maybe they make more going after people who break contracts, who knows. Just really angry right now that I've been paying them and promoting them for years only to find out nothing they offer applies to me. read more

Eh. Kids working there, eyes glued to their phones, hastily speaking so they can get back to their phones. I was concerned about transferring my contacts, and the clerk totally gave me the wrong info. Turned out to be fairly simple, but he was no help. And they tried to screw me with a bunch of accessories, that he said were "included", not really realizing he was making a grammatical error. Of course they're not "included." chumps I've been to several t mobile shops while shopping for my new phone. The other ones I went to actually surprised me with decent customer service, honesty, etc. This place, not so much. They did have a 7 in stock though. And it was clean, etc. it's possible one of the other clerks were decent. 1.5 stars rounded up... read more

Don't sign up for t-mobile. They promised free Netflix and started getting charged $19.99 for Netflix. Now they are saying Netflix is not free. It's discounted and it's on the terms and conditions. Who reads that? And why did a representative promised free Netflix? And if it's discounted why did I get charge the full $19.99? Now they don't honor the free Netflix. since I been with t-mobile I've had to call every day and escalate every day. The agents hang up on me and don't call me back. Don't waste your time with T-mobile. Record every call you have with t-mobile if you do speak with them. My issue is still not resolved and it's been almost 30 days. They don't care about the customer. read more

T mobile is excellent. My daughter worked for T mobile so I switched from Verizon. Verizon had occasional problems with reception. T mobile never has problems. I looked at the map and the coverage seems sparse but the service reception is better anyway. The staff are friendly and now Yucca Valley has T mobile stores, and I don't have to drive down the hill. My daughter has found a different job but we both still have T mobile service. T mobile Tuesdays also thanks us once a week and has some fun deals. read more

Few weeks ago I came to this location got greeted by Armen sales guy. I wanted to switch from Verizon to Tmobile. Armen was very helpful and very knowledgeable. He help me to switch without any problems. Armen answered all my questions (and i had too many) and I didnt have to wait at all. I will recomed this store to anyone and be sure to ask for Armen. Thank you Armen for excellen custimer service. read more

Wow! This actually seems to be one of the rare phone stores (much less T Mobile) where they actually care SOMEWHAT about you and your plan. I went in there on my hands and knees, because I had bought an Android G2 off craigslist, which inadvertently starting randomly shutting down. Even though I knew that I had no real recourse, I texted the seller back a few times wanting a refund. No response. Incensed, I went to this T-Mobile store, hoping for any sort of help. Maybe it was an easily fixable, known issue with this phone? I was placed with "Joe," who immediately played with the phone for a few seconds (it was clear he knew what he was doing), and then inputted a few numbers into the computer. Next thing I know, he tells me that the phone is under warranty still, and I'm getting a brand new one shipped to me for a measly $20 (keep in mind, I bought the used phone for a micro-fraction of its retail value). Wait... WHAT? You.... you serious? Look, I know the phone was technicially "under warranty." Fair enough. But T-Mobile doesn't exactly make money by sending brand new phones to idiots like me who buy used devices off craigslist. He could have EASILY said that I needed to be the original buyer, and that he couldn't help me... but he didn't. Thank you, Joe. You made my day... month, even. I noticed that he has another very positive review on here... and we're probably just the two people he's helped who actually even bothered to post Yelp reviews about him. If you're the manager of that store and you're reading this, please give him a raise. I will bring my additional business to him now, so it's clear that good customer service DOES make a difference. As for that other woman who sold me the phone... you lucked out on this one (especially since I know where you work), but what goes around, comes around -- you wait and see. read more

"Microsoft/Danger has successfully recovered contacts for most Sidekick users following the recent outage. If you lost contacts, please follow the steps below to restore the information to your Sidekick. Please note that this process will only restore contact information. Microsoft/Danger continues its efforts to recover other lost content, which may be available in the future. " ---------------- The system said they found 381 contacts. I am still missing roughly 200 more associates. What the hell is this crackerjack chit? More importantly - when will I receive my $100 card they promised? Pinche BS. read more

Their customer service is shit. I entered the store and waited to be attended for 10 minutes and no one walked up to me. Acting as if they are just busy in their own work. Poor!! so rude!! read more

I initially went to the TMobile on Vermont across LACC and was super disappointed. I asked the TMbole sales rep if they had the Samsung VR and she had no clue what i was talking about. so i went to Atwater Village. Mannnnn..... as i walked in, i was greeted by Adrian. He walked right up to me and asked if i needed any help. BOOM! i asked what he thought about the Samsung VR and he went off. Dude was talking about how cool it was, how much his kids love it, and so on. His passion in his talk sold me. i was in then out in less than 5 mins with a new Gear VR in my hand. Yall need more sales people like that. @Tmobile read more

Took in a sim card to be replaced by a micro sim card, the guy cut it with some sim cutter, and said it would work. I specifically asked him if he was sure and he said yes. I get home and the damn thing is way larger than the micro. I don't know what this guy is smoking, but he should most definitely change dispenseries. read more

TMOBLIE USED TO HAVE GOOD SERVICE, BUT NOW THEY ARE THE WORST... I have been with Tmoble for about 7 years and the first 6 were great, I used to tell everyone I knew about how great their service was, I have no had 2 incident that are forcing me to cancel my service. About 9 months ago I got a Galaxy s6 and Tmoile gave "free" Tab A. I asked for insurance on the phone and not the "free" tablet. They mixed it up and put the insurance on the tablet, no big deal right... Anything but, the phone fell out of my pocket at an amusement park about a week later. I had to just through the most hoop and every person either passed the buck or acted like they were doing me the biggest favor. I ended up have to do an "in-house" claim since the third party company Assurant, had denied my claim before I know about the mix-up. That was terrible and took me a week to fix. Jump forward to now, I swapped the phone for a s7 edge and have been loving it, things seem to have been ok with Tmobile since. On the 19th I lost the phone on the bus, I call right away to submit a claim a Tmoblie rep tells me the info I need to submit is the IMEI number, my phone number and the date/reason I need it replace. I so ok sure. She notes, "Make sure you tell them submit the claim for the 16th because that is the last time I have data for your phone." I say "but I lost it this morning, I was using it this morning" she replies "yeah, I know but the dates for the data have to match". I feel very sketchie about so when submitted the claim on the phone with Assurant, I told them as well, "Hey, just so you know I lost the phone this morning, but when I called Tmobile rep, said i have to tell you the 16 so it matches up with their system or something. I don't know, I don't want to have any problems". My claim was denied, Assurant told me 3 thing: They don't know why (i found that out through a Tmoblie rep who escalated my call to Assurant), THAT I WOULD HAVE TO WRIGHT A LETTER... A LETTER, to find out why it was denied or dispute it, and that I could go screw myself. To be fair, althought they are terrible, its not their fault. The Tmoble rep told me the wrong and got my claim denied. Since then I have spoken to easily 15-20 Tmobile reps, of which non can help me because its someones else's fault. I escelated it about 4 times on one call (they were prob just passing the phone around), and the top rep told me there is nothing he could do and gave me the info to cancel my account. Which I will be doing. #TMOBILEHATE As a side note I hate hashtags, but they have driven me to this evil place. Spread the word, don't be a victim, If Tmobile makes a mistake it will be on you. They will all be nice, and say they want to help but you will get screwed. read more

First of all, this place can get busy, but reps help you as soon as they can. There's a list, so I usually get some coffee at next-door Starbucks while waiting for my turn. Thank you Ernest for helping me with my phone. He went out of his way to figure out what's wrong with my S5..was very nice the whole time. I appreciate it! read more

So, Microsoft is launching Windows Phone 8, their big attempt to get into the mobile game along with Apple and Android. The HTC 8X is the new "Flagship" phone that MS, HTC & T-Mo are hoping to do well with and compete with the iPhone. This is not a cheap phone. So, they have the phone displayed front and center. I walk up to "kick the tires" and the battery is dead. Really guys? This is a huge time for MS and T-Mobile; everyone is spending millions on marketing to make this thing work, and you let the test model battery run out? Fail. read more

Just came here today, I knew exactly what I wanted and how it would work. Just wanted to upgrade my phone to the Samsumg Galaxy S5, sales person told me I had to get a data plan even though I already had one. Said "if I wanted the phone today I had to get another data plan"... I can understand trying to upsell me, but plain lying is UNETHICAL!!! I knew i didn't have to get another data plain since I already had one. I didn't want to waste my time so I just walked out. DAM YOU GUYS WHO WORK HERE ARE STUPID! ZERO STARS! read more

I first went to the T-Mobile on Hollywood Blvd and Western...uh BIG mistake. They didn't know jack....they were so impatient and...wait, this review is about Los Feliz..back on track. So I stumbled in here trying to decided if I was going the the Dash, Sidekick 3, or Blackberry....I was helped by this dude that talked super fast and knew his T-mobile. He was so helpful that I decided on the phone that wasn't as good, but had the best data package...Sidekick 3. After that experience it is so hard for me to go to other stores. The displays they have in this store is top notch. Every phone and PDA phone is real!! You can play with the programs and such... I recommend this spot...Thank you for helping choose the phone I so love!! love!! love!! read more

Alex were polite and operative to reserve my new iPhone seven silver color. I came over to this specific T-mobile location. I didn't want to just buy a phone; I had multiple questions about their offers and what bundle purchase would be greater for me. This is where I met Karen. She is thoughtful, patient, very informative and super sweet. She gave me an answer for each of my question mark. I am happy with my bundle purchase; all my gratitudes to Karen without her I wouldn't get all those cool features. read more

I would give them a 0 if I could. I had issues with overcharging my account. It took 4 phone calls, and waiting on hold and discussing the problem for more than 3 hours. Look for a diffrent carrier. read more

been a very satisfied customer of theirs for over 10 years and even held out for the iphone to stay with them. Was the second day they got the iphone and was helped within 10 minutes,, there was a LONG line that went fast and got everything taken care of. Weirdly when I looked for the cable to connect my macbook to the phone, it ws missing. My box came to me opened. So I went back a substantial time later to ask and was instantly helped by Drew and no problems at all got a cable. Really grateful to Drew for perfect and sincere service. the less than 5 stars are for the questionable missing cable to start with and the same person who sold me the phone said I might get a discount when I get my bill for my long service and when I asked the phone operator later had no idea what I was talking about. read more

Worst carrier ever. Had them for 9 years with often more than a dozen lines. Paying over 75k in services and equipment. Tried to get bill lowered and said no options. no phone deals no breaks. Tried to shut service off and they all of the sudden could match the price. too late. now giving me grief about shutting the service. off said i have to pay next months bill then cancel and get a credit. Can't shut it off and give me actual balance. Poorest customer service ever read more

Jovanna!! I am extremely happy about her helping me today. She solved my problem right away and made me an extremely happy customer

MINUS 5 if I could. I received my new Motorola One 5-G today. While inserting the SIM card it seemed to be tight in the slot. I called T-Mobile and told them of the problem (I did not want to jam the card). The representative was very nice and stayed on the phone and instructed me on how to insert the SIM card (I have installed SIM cards on at least 10 other phones). The SIM card fell off of the carrier upon re-inserting into phone and appeared to be jammed. At that point the rep told me to take it to a T-Mobile store and they could get it out and re-install another SIM card. The T-Mobile rep at the store looked at the phone for about 20 seconds and said "Take it to a repair shop, we can't help you". I called T-Mobile when I got home and the representative and her supervisor told me that there is nothing they can do and to take the phone to a repair shop. This is the worst customer service I have ever witnessed. None of the representatives cared about their customer. All they could say is the phone is damaged and we will not take it back or have it repaired. As soon as I complete this review, I will be on line looking for a new carrier (I don't have a contract with T-Mobile). I have recommended T-Mobile to my family and friends in the past, no more. read more

I came here at the store trying to help for my mom the person and the at the store at the persons name Jonathan he helped my mom so very well he explains everything he transferred my moms phone to the other very very nice service and also they were patient with me because I don't speak very good English but that they were patient with me and great service great location because it's so close by my mom and wonderful store I would love to come in here and get a service I would like to be at their customers forever thank you so much Jonathan you rock!!!!! read more

I was very happy with the T-Mobile team @ Ala Moana Blvd. Kevin was very helpful and knowledgeable.

T-Mobile demonstrated incompetence at every opportunity. They do not listen. They do not care. Customer support is a joke. That give fake smiles as they tell you there's nothing they can do. Stay away from T-Mobile. read more

BIGGEST MISTAKE EVER!!! If 0 stars were an option, that's what I would give. I've read some responses to the complaints from "Chris the manager of this store" but let me tell you, he's in cahoots with ALL the employees. Why wouldn't he be? He's looking out for his employees but will have you believe he will address any complaints. He will LIE to forcefully keep your business. I'm sure he will remember who I am as soon as he reads my complaint. I will not make this a long description of my horrible experience because it'll only make me angrier. Chris- just in case you need a refresher on your policy. You're giving out fictitious information. A customer has the right to return the phones they exchanged theirs for within 30 DAYS of the transaction. It's called "buyers remorse". You had chutzpah to LIE and say that you spoke to your supervisor who advised that the phones could no longer be returned! SHAME on YOU and if your supervisor really said that, SHAME on HIM!! This is not the proper way to DO and KEEP business!!! Chris you called me a lier when I spoke to you about my complaint. POOR customer service!!. I walked in there with my sister to help her get a new phone and switch from another horrible company. We were "helped" (sure we'll call it that for this part of the ordeal) by Hytham. Very spurious charming man. How I wish there were video and voice recording in the stores to capture ALL the blatantly theft that occurs. We were told about current promotions. I asked about the first responders promotion (4 lines for $100). I specifically asked if I had to get the 4 lines to get this promotion. I was told it was up to 4 lines. I clearly and specifically told Hytham that at this time I was only interested in 2 lines. I further asked if the promotion would still be honored if I decided to add the other 2 lines at a later time. HE said, yes! My sister exchanged her Samsung phone for an IPhone 11, for what they call "free" (even exchange). Nothing in this world is free- red flag. We paid taxes on it. It was my turn. I had a new, paid for in full IPhone 11, already. Unfortunately, Hytham couldn't unlock it and therefore said, it wasn't a problem, he would just "get me" the same phone from their store. As he's transferring the phone information, he humorously says, "you only have to pay taxes". My jaw dropped and made it clear to him that I was not at all fond of having to "pay taxes" on another iPhone 11 when I own one already. The transaction continued. Again, Hytham was very charming but they have to be when they work on commission. I purchased a few other items and as Hytham is placing our things into the bag, I observed him place 2 additional SIM cards in the bag. I immediately asked him what those were and why he was putting them in the bag. He mischievously winked and clearly said, "don't worry, I'm not charging you for these, if you change your mind and want to add the other 2 lines, just bring them in". When I got home and looked in the bag, I immediately noticed I was not given any receipts of the items I purchased. There was only a service terms print out sheet. Upon reviewing it, I noticed an additional cell number that I didn't recognize. I called the store first thing the next morning. I spoke with Sarman who after researching my account advised me that I had 4 lines!! Unreal!!!! I was signed up for something I NEVER authorized!!! This is when Chris "the store manager" comes into play. Chris you told me that you spoke to Hytham and basically tested him on his knowledge of promotions, policy, etc. and for lack of a better word, he "passed" the test. I never complaint about his knowledge. I complaint about his misleading information and being deceitful. read more

Came here on Labor Day to switch over to T-Mobile from AT&T. We knew what we wanted (the $120/4 lines with 10 GB data on each line) when we walked in so there wasn't any fuss about that. We did have to wait a bit and it was kind of awkward because we didn't know if we had to check in or something. An employee saw us standing around awkwardly and asked us what we needed and took our name down. There is also almost nothing on display to fiddle around with while you're waiting. When it was our turn, an employee helped us and he was incredibly professional and kind. We knew what we wanted so all he did was transfer us to the plan we said we wanted. He didn't try and make anything complicated or upsell anything like a lot of the other reviews say. While he was helping us, I admit I was being kind of unintentionally bitchy. I made remarks like "ooh this is definitely not as fast as AT&T. I guess we're getting what we're paying for." while speedtesting the network and explaining all the pros and cons (more cons) of T-Mobile Jump to my sister and brother-in-law. However, he was patient with me and would joke along or explain how in the real world, we probably wouldn't notice the differences. I wish I remembered his name because he actually was really great. Personally, we all had a great experience and I wish I wasn't such a bitch because once I walked out of the store, the network was so much faster. read more

Went in Tmobile to Check plans out and get new service if experience was right. We walk in and they ask us to sign in for service we did and our wait was short . Retail Store Associate Anthony S. was awesome from start to finish, reason why we decided to switch over right there and then. His customer service was excellent he helped us pick our new phones, ported our #'s, set up our new phones even put our screen protectors on like a pro! We left happy with our purchase and first experience with Tmobile. read more

There maybe a wait, maybe not just depending time of day, I was helped by Valerie, super sweet and super helpful, she was very patient with me. Haven't encountered such a sweet and outgoing representative:) Highly recommend! Only down part is, the store was pretty small due to renovation but overall a great experience! And I got to finance a 400$ beats for 12$ a month read more

I went to the T-Mobile at the Galleria first and left extremely frustrated and disappointed at the lack of decent customer service. But then I came to this location and Mario helped me so much! He was very helpful and displayed what good customer service is. read more

Luis Perez helped me recover 222 contacts I lost due to deleting an account. I spent an hour with my companies tech team but to no avail. Thank god he was able to help! read more