I walked in here thinking that I was set on my wants and needs. Then playing with each phone made me unsure. Stephanie was very helpful. She stepped in when George was busy. She gave me her personal opinion. Stephanie drafted a detail monthly break down expense on my current plan and one if I was to get on a new plan. I liked that she was friendly and was detailed. Although at times it got a bit confusing, but that's not really her fault it's the tmobile plan and fees. So far I'm pretty happy with her recommendation. huge store. the stuff out on display are all the fake stuff but they will and can show you the real ones. you will be able to play around with it. some of the phones have sims and a plan so you can check out the internet but some dont. when she was helping us, she would often also greet individuals who walked in. when we left one of the staff even opened our door for us. great customer service! tip: plenty of parking since it's near ralphs, baskin robbins, golfsmith, jamba juice, etc. read more

Jorge Gurrola is the most patient caring and helpful Tmobile customer service person . We are so lucky to have walked into the Hastings Ranch store when he was working! My poor Tio lost his iPhone 7 on the bus yesterday and we had no idea how to log back into the iCloud. This genius Jorge was diligent and resourceful. My Tio is 73 so you can imagine how frustrated he was with all the password protections and having to recall everything. Jorge helped him figure every thing out in a timely manner and was more helpful than any of the 611 people we tried calling for help last night. (Also than the Tmobile store at 927 east las tunas dr. in san gabriel on las tunas in the 168 market had horrible customer service . They did nothing for my Tio . We had to drive up to Hastings ranch to get anything done) Thank you to Jorge G. At the Hastings ranch store for helping us. Jorge G. Rocks!!!! read more

I am writing this review for Nancy , and I am giving her 5 star because she helped me above and beyond my expectations.She delivered the best customer service to resolve my problem. I would give her more stars if it was possible Thank you read more

Went in looking to activate my new phone and get a good deal on service. Paula set me up, clearly explaining everything and what it would cost me. Very happy with the deal I got and more than pleased with the service T-Mobile provides. Paula even perfectly installed a screen protector on my phone after I told her that I had never managed to do it right on other phones I'd owned. Highly recommend this store, especially if, like me, you've experienced less than favorable visits to other phone stores. read more

I was in the market for a new phone and decided to randomly walk into this T-Mobile. So glad I did! My wife and I were helped by Ashley, who was super amazing. She was so knowledgeable in all the different questions we were asking her in regards to both our phone lines and what we were looking for to fit our needs. We almost made a different decision before stepping foot into this T-Mobile, but I'm so glad we didn't. She gave us different options and even calculated everything for us before hand to ensure it was what we wanted to keep our bill at. Ashley definitely works hard to ensure she is offering you different options to fit your needs. She was kind, very welcoming, professional and deserves to be recognized! Give this woman a raise! Train her to be a manager if she isn't already! She definitely has the knowledge and work ethic! Thanks Ashley for the new phone, phone case, screen protector and baseball talk that kept us distracted while we transferred our phone information from one to another! read more

I've been in this store many times, but the past two times was really unpleasant. An employee name goes by Van is really unprofessional. First time, he swiped through my credit card with a hand held card reader, and told me that my credit card won't go through. So, I thought there might be something wrong with my credit card that day. After my lunch hour, I went back to attempt to make a payment with another employee of this store. My credit card was ran through a mounted POS system and my payment went through successfully. It really made me wonder why Van didn't do that at the first time in processing my payment. I really have a lot of doubts on the legitimacy of that card reader that Van was running my credit card through and I had to call my credit card company to replace my card. Second time, when I try to make my payment at this location, I tried to avoid Van... but he still somehow got me upset. As the other associate was processing my payment, Van came in and disrupted the payment process by sharing a joke on his cellphone to the associate that was helping me. I thought that was really disrespectful. read more

Paula and John gave us great customer service. They were very helpful and took their time assisting us they never made us feel rushed. We were very satisfied and impressed with their service. Thank you!! read more

Excellent customer service, they helped me set up the new i13 phones for my kids, Kevin was extremely helpful!

Just went into the store, asked a few questions about the new iPhone and financing options, but the customer service was pretty cold and purely don't want you to buy the phone from their store. Really don't understand why giving the attitude... will never step into this store ever again. read more

Glen is very patient and very knowledgeable. Put me on a new path and strayed away from the typical Samsung, iPhone brands and got me into the one plus 7 pro phone ! read more

Wait times are longer than they should be bere, but can't beat t mobile value. Much cheaper than Verizon for similar service.

My husband had his cell run over and is looking for a replacement. The guys in this store didn't even acknowledge us when we walked in. There was no one there. We went up to one of the guys who was reluctant to even look at his cell. My husband was wondering about his options and the guy just kept shrugging his shoulders insisting that they can ONLY sell him the Galaxy s7 but not for a week. He was such an idiot. He could have sold my husband anything else had he been any kind of salesman. His loss.Total and absolute incompetence.An oler gentleman walked in and one of them finally said, "hey wats up" ugh! Zero customer service (normal for Pasadena ) We're going to Best Buy read more

Over this place , they were so friendly and answered all my questions regarding my account and they solved my problem, I had a network issue with my phone and needed just the update , thank you guys for great service. read more

This is the only T-Mobile store I've ever visited and have to say I am so pleased. Colin, the store manager, is so helpful and understanding. I've gone through about 4 phones in about a year and a half and he's been SO GREAT! He finds me the best deals and is always available for technical support. I would be lost without him. GREAT customer service. read more

Please call the store to verify store hours if you expect your arrival closer to closing time. I was in for a rude awakening to find the store closed at 7p.m. while Tmobile store locator says this location is open till 8pm weekdays. Just saying, unless you like to fight the traffic on 210 while leaving work early just to waste your time because of the store closed. Wish I could afford Verizon :) Take us back please Verizon wireless! read more

My experience was okay here. I switched over from Verizon and came in to grab a new phone. The store was pretty busy but we were helped. The whole trip took over 2 hours because of multiple confusions but that's somewhat expected When I returned the day after due to another issue, the sales associate named May Gomez really went above and beyond. She did everything to help me progress with the issue. Shes energetic and very friendly. I would highly recommend to anyone who has or is switching over to T-Mobile. :) read more

BEWARE of upsell promotions!!!! When I started service in 2014, I was told Black Friday special incl. $100 in accessories per cell . Flash forward to my looking at EIP (equipment installment plan) recently and I never got the $100 discount per phone. I bought 3 phones and weaseled out of $300. T- mobile customer care said there is nothing they can do. I have to address with store management! Rest assured I will report to BBB. And.... My rep did not go over the details of EIP by itemized accessories. He only went over details of my 3 phones. BEWARE *** I no longer trust Tmobile and am starting to regret leaving AT &T!!!!! read more

Such great customer service at this store. I went in to get the apple iWatch and set up my account. It was easy and I wasn't in there for too long. read more

I don't do any negative reviews on business because I work in costumer service, however this location has been the worst T-Mobile location I've been too. The workers are always sitting in a group in the back of the store and greet you super late. When you ask for help they seem to be upset and not willing to help. The phones I was looking to purchase we all sold out. I was told my name was spelled wrong on the account and needed to call costumer service to change my name. I waited about 20 mins on the phone inside the store to be answer no answer so I left and No bye or I wasn't even asked if I would return. read more

Thank you Joe! I saw on the T-Mobile website that the SIM Starter Kit was $15, but their sale brings it down to $0.99. I even confirmed it with a Customer Representative about getting it in store and they said I can do it. The T-Mobile on Lake Blvd didn't honor it, with the manager saying something about each SIM being unique and that no T-Mobile retail will honor it. I came to this T-Mobile and Joe helped me right away. He not only honored the sale price, but went above and beyond to waive the whole thing. I came home, popped in the new SIM card, and everything works. Thanks again Joe. read more

Great customer service. Always very polite! Go pay my bill sometimes and never had an issue. I'm in and out pretty fast

Went back there because I needed help with an ETF bill from Verizon. I called ahead and asked for David but he wasn't working today, so Nancy, the person who answered the phone said just stop by and she will help me. I got there around 5:40 pm and she greeted me immediately even though she was helping someone else at that time. I waited 10 minutes and she was able to help me deal with my problem within 15 minutes. I really appreciate you Nancy. I had to do this immediately because I have an upcoming surgery and I don't want to deal with it after. Thanks for a wonderful job, Nancy, keep it up. read more

PJ was very helpful, he answered all of my questions regarding trade in for the the iPhone 12. Will be going soon to start the process.

I would like to express my gratitude to David for providing superb customer service. The process from switching from Verizon was simple and hassle-free. They respected my time, were clear in the explanations and considerate. This was by far the most supportive transition I have had in this industry. read more

Went to do some business, maybe signup for service on a Saturday afternoon. No sales staff present initially, no greeter - felt like walking into a dead store. All staff was towards the back (2) and a long line on hold. No problem, maybe they're busy especially since it's the weekend. I can understand - looked around patiently for 15 min. and line did not budge. I thought why not just come back later so I left. Came back an 60-90min later and same story. One of the customers that was being helped complained about waiting one hour to do her transaction. Great location, service not so good. read more

I came here after work, surprisingly there were only 3 other customers on the store. I was able to buy a SIM card for a tablet and activate it in about 20 minutes. Staff is friendly and helpful. I have an unlocked tablet (not purchased from TMobile), the sales person brought another tablet to scan so I could buy the tablet plan...why T-Mobile does this is beyond me. In any case, I now have data on the tablet. read more

I visited this location Saturday evening and I was treated like family Ivan was very honest and friendly to me I felt very comfortable no pressure I will be sure to return to this location again everyone their dud an outstanding job !!! read more

absolutely the BEST service from a wireless carrier EVER.. i had been shopping, visiting, calling other providers such as: ATT, Verizon etc.. terrible wait, couldn't help me .. i just wanted to get a new business line account open.. GIVE THEM MONEY.. no one could figure it out i was in there received immediate friendly helpful service, greeted.. even though i was frustrated w/all the other places by the time i reached their store.. the validated me, listened and were understanding with NO ATTITUDE :) all w/a smile.. i am so happy the w/the product, the price, the new phone.. one stop shopping center got EVERYTHING DONE by them !! EVERYTHING !! thank you ladies you were truly amazing and i will be sending EVERYONE i know to your amazing clean helpful full service store !!! 10 STARS if i could give that many :) Liz and Maggie you deserve awards in patience and understanding and expedient attentive service !! -Bekki Razorbacks Barbershop read more

I am an att girl my friend Lisa is a T-Mobile girl - I think it's just another place where up selling is the goal - it always seem damp and cool when I go in- but again it could be me - liking att better - don't take it from me go in and judge for yourself read more

First time coming in after reading yelp reviews here. Stephanie was amazing! She was super helpful, friendly, and efficient. She patiently answered all my questions about my new plan and phone. Very knowledgeable and professional too. Awesome service! :) read more

First time at this location, very clean, orderly, and well set up! Kyle was fantastic, he explained everything in a clear and friendly manner. He was very knowledgeable, passionate, and charismatic, a perfect sales rep for any company. The whole process took a little while, but he was friendly and patient every step of the way. The whole experience renewed my faith in T-mobile. As a manager myself in retaiI, I can tell you that you are very lucky to have an amazing rep like Kyle! read more

An employee that works here by the name of John is a liar. I came in to return an item and he told me he was unable to pull up my account because I made the purchase at a different T-Mobile, and that the only way I could return it was to drive to the original store of purchase. He also told me that this policy is printed on my receipt. All this is a bold face lie, I had them print out my receipt and nowhere does it state I have to return it to the original store nor do I understand how he could not pull up my account. He looked me dead in the eyes and flat out lied to me, I was so infuriated that I canceled my service. The fact that they hire people that willfully lie to the customer is unacceptable. I suppose I should expect nothing less from a guy who when I walked in was on his phone and had his feet up in the counter. Terrible service, company is fine enough but avoid this lying employee. read more

Bad customer service..... No one here knows what is going on. They work at a company without ever reading or understanding any of their policies. FAIL read more

I had a very weird experience in this store yesterday. I went in to get a micro SIM card for my nifty new Nexus 5. I'd ordered it directly from the Google Play store because Google is marking up the phones $100 to carriers like T-Mobile. I'd gotten new SIM cards from T-Mobile in the past and they were either free outright or free with a small purchase. When I walked into the store, there were four employees and five customers. Everyone looked miserable. One employee was "free" and he looked between me and another gentleman who was waiting and said to me, "Uh, I guess you're next." Okay? I asked for the smaller SIM card and he said, "I can give you one for free or I can give you this other one for ten dollars." I asked him what the difference was between the free card and the ten dollar card and he said the one for $10 was "better, the internet will be faster." I asked him how and he couldn't explain, so I asked to talk to the manager. The manager was very curt with me and talked to me like a was a moron, though she was the first to explain to me that the employee was offering to cut down my old SIM card to fit in the new phone. According to her, cutting down my old card would be free while getting a new micro SIM card was $10. My husband had just gotten an HTC One fitted with a new micro SIM card and he hadn't been charged a dime, which I explained to them. Everyone got very shifty at this point, saying that the policy had always been to charge $10 but it wasn't enforced in the past. The manager became really snippy at this point, saying "You know, cause people are buying things on eBay and stuff, like, where did you buy that?" I told her through the Play store and she had no idea what I was talking about, which I found REALLY surprising. The Play store is a major part of the Android OS but she had no idea what it was. Weird. While all of this was going on, another customer was trying to get help for a dead speaker on his phone. Another employee took it in the back and came back, laughing, to tell him there was lotion in the phone and encouraged the customer to smell the phone. Once he gave the phone back to the gentleman, the phone was totally dead. The customer was really angry and no one in the store would do anything to help him, and the employee kept laughing at the customer. Listen, I don't care if I come in with my phone encased in delicious Jello and I ask you what's wrong with it, you need to treat people politely and offer them respectable service. I have a feeling the battery wasn't seated right after the employee took it in the back but no one wanted to help this guy for a second and it was super uncomfortable to witness. At this point, I just wanted to get out of the store and I didn't trust them to cut down my old SIM card, so I paid ten bucks for a new one and left without a receipt. I don't know what is going on in this location but I won't be back. read more

I like this location. The employees inform and educate you on the phones plans and specials so you can make an informed decision before buying. No shady sales people!!! read more

The deals are always good BUT the customer service is on the lowest part of the totem pole. Great customer service is emphasized and highlighted in the job description. With one exception, the rest of the staff is clueless on building a good (forget about excellent!) customer relation. They are too busy meeting their quotas/bonus AND being right. They do not hesitate to resort to being argumentative with customers, i.e. "Customers are wrong. I am right because I work here!". Will see this review is taken seriously. Forget that. Let's see if the management even bother to view this and make necessary changes to improve customer shopping experience. We left ATT for the lousy deals and pitiful customer service for Tmobile over 10 years ago. Now ATT has improved much while TMobile is fast becoming the old ATT. SMH. read more

Went there with questions regarding my account, worst customer service, wish i'd gotten the girls name. Total idiot, making dumb faces, seemed like she was in a rush, no customer service! Why do you work in retail if you have no customer service? read more

Kyle is fabulous to work with. The actual cell reception with t mobile is positively horrendous!!!!!!! I switched a month ago and I regret it, but I'm now stuck paying off three phones. In the Pasadena area, a phone call does not last more that 5 minutes without getting dropped. YUCK read more

Horrible customer service! The business is a ghost town, I have noticed in the past year a major change with the employees at this T Mobil. I recommend the T Mobil on Lake in Pasadena. The Representatives are helpful and professional. read more

I want everyone to know what great service i received at this store. All of the staff are helpful and courteous. One staff member in particular was so helpful to my needs. Ryan T. is his name, and i just wanted to be sure he gets a positive review. I will return to this store for all of my needs in the future. In this day and age of often mediocre service, it sure was a pleasure to walk into this store. read more