Agree with the other reviewers, the customer service here lacks as the employees are lazy! There were no customers inside this store when I walked in and the two employees were just sitting down talking to themselves. As soon as you walk in they get up and act like they're going to go back to work. I came into change my plan and they told me to call customer service. This was after I had talked to customer service on the phone already and they said I would be able to walk into a store, and it would probably be faster because I wanted to get the 55+ plan and would need to bring my parents with me in order to show proof of age to obtain the plan. Stepped outside to call T-Mobile and told the rep what happened at the store, and they agreed they should have helped so I just asked if they could report the store to higher up :) In general, I feel like most T-mobile store locations never want to help you with anything unless it's selling a phone! At least T-Mobile customer service over the phone is great, probably because they're being recorded. Only went to this store because it's close to my parents house, there is a Burbank location close to my place that treats you way better. read more

We drove out here to this area for reasons other than visiting T-Mobile. But since we needed to stop here anyway we chose this location. I'm glad we did. The rep here was more than helpful. He solved our issue AND extended the kindness above and beyond what was necessary. Octavio, you're the man! Thank you! read more

Service there is nightmare! Avoid this shitty service! I went their want their help with my plan, and they ask me to call customer service myself! Wtf! read more

sales reps are friendly. They always give me the full detailed info when i need help. Great experience! They are not like other mobile retailers where they focus on your money. They help to solve your problems. highly recommended. read more

Horrible just horrible ! Went in and didn't get a greet! All three employees looked up but not one said hello . We waited for about 20mins and when it was our turn in like the guys just walked away from the desk and went to the back! Came back and helped someone that had just came in!!! I just walked out !!! read more

This T-Mobile has the best customer Service I've had in a while. Went in with questions and came out with more answers than I expected. Thank you! read more

I came in on a Sunday afternoon to upgrade one of my phone lines that hadn't been upgraded in over 3 years. They had two associates on the floor helping other customers, and what must've been 2 other associates in the back (perhaps taking a break?). We waited a little less than 10 minutes for one of the associates to finish with his previous customer, and from there it was smooth sailing. The entire process took about an hour. I was really pleased with my experience because there was no sales pitch for products or services whatsoever. I loved it because I was able to get in and get exactly what I want without being pressured for anything else. Hope that I can continue to come here in the future for all my T-Mobile needs. read more

Friendly enough... Just went back to Tmobile, but I knew more about the phone than the rep did, I don't expect them to be experts, but I need you to be able to answer basic questions. That being said, they are friendly and she explained the financial part of it fairly well. read more

I stop by this store yesterday to add a line for my dad, it only takes less than 5 minutes to add a line with $5 monthly additional and no activation fee. ^O^ very nice sales rep# 1295825. strongly recommended her! ^^ read more

Jen was super helpful. I was totally lost without her help. T-mobile needs more employees like Jen. Thank you Jen for all your help with my voicemail. read more

Dropped by to get a sim card today, guy at the counter helped me out and I was out in 5 minutes. Thanks!

I came in to the store in October 2014 to order two iphone 6's (for a Jump Upgrade) . I was working with Richard who completely messed up the order and till today I have not been credited for the phones I turned in/ returned. I am currently being held responsible for over $1,000 in uncredited charges. My suggestions to anyone looking to upgrade using JUMP: 1. Don't go to this store. 2. If you have to go to this store, DON'T WORK WITH RICHARD! read more

I've had good past experiences with this store and as recent as yesterday. Great customer service from both Matt, mgr. and Adrian. Very knowledgeable! Thanks to both I'll be back for accessories to both my iPad and iPhone. read more

Want in there yesterday, people working there are very nice helped me with my problem I went in and out thx guys

Came in here for the buy one get a rebate promotion for the iPhone. Girl that helped me Selina did not know her promotions and neither did her supposed manager. Because of her lack of knowledge about current promotions, took three times as long. Me, the customer was tutoring her on their new promotion. All the while Selina was making me feel stupid as if I did not do my due diligence before coming into the store to sign up for the plan. Had she been paying attention earlier today, I was in and speaking with her coworker regarding the promotion. She caused me such angst and irritation. read more

If I could give this store a -1 I would. The customer service here is terrible. For one they NEVER answer the stores phone. Even the manager at the store should set the example to those below her on how to be more accommodating and most of all polite to the customer. I would never recommend this store even if it is more convenient. read more

I felt pleasant when I have been served by sales rep in this T-Mobile store, they explain every detail I should know when I was going to purchase a new iPhone 5S, also help me to find out the best plan of my situation to save more cost for me, that's really great!! I'm sure I will recommend my friends come to this store if they are going to buy a new phone. read more

The customer was amazing. Simon greeted me right when I came in and helped me right away I was in and out super quick. He was very nice and made the visit very easy! read more

Review isn't about any store or representatives of store but about Tmobile in general. And i cry MURDER!!! I recently lost my grandfathered feature of $20 Truely Unlmited internet because of a transfer of lines to a different account. After having spent an hour with customer service hoping to retain this feature, i got the short end of stick due to a "fine print" within the Terms and Conditions. Stated as "We (T-Mobile) reserve the right to change pricing plans at any given time." There was no notice put forth in writing at the very least. $45 for Unlimited now. My gripe isn't too much about the price hike anymore but rather in my opinion the UNETHICAL business practices. F U Tmobile want to retain your loyal customer base, i suggest you bring more value for the money. At this point it's not justified. Might i also suggest putting up more cell towers to support the "claim" of greater coverage. I dare you to agree to an independent study and show real transparency. FACT: It cost more to gain a new customer then to retain an existing customer Reconsidering Other Options, Justin Case read more

At the time of my visit, all of the employees working here were just chilling with their friends. The one guy who attempted to help could not even do anything when i wanted to make changes to my account. He just said to call customer service since they cant make the changes from their system. What is the point of this t-mobile location if they cant even do anything? read more

I came to this store to buy a new Galaxy Note 3. I was not sure if T-mobile coverage would cover my home address. I spoke with Jonathan. He was a nice guy and answered all my questions. The only problem was he assured me that my home address would be covered. I was doubtful but he took the time to show me the coverage map. When i saw the map i was happy that i would finally have 4g at home. So i took the phone home and tried to make a phone call. It did not work. I had no signal. I tried all the usual tricks like restarting and pulling the battery but to no avail. I took the phone back to the store with the intention of returning it. He said we should try to swap out the SIM card and see if that does the trick. So he swapped in a new SIM and i took the phone home again. Same result no service. I had to drive back and forth 3 or 4 times to try and get this phone working. But no luck. Finally the clerks gave up and decided to call customer service. I talked to a REP and they said they would send someone out to find out what was going on with the coverage. The Rep told me to expect a call in 3 days. So i waited 5 days and no call. So i called them back. Talked to someone different they informed me that REP i talked to the first time did not file the complaint correctly. This REP said she would handle the problem and call me back within 3 days. So i waited but did not receive a call back. Finally i gave up and took the phone back. The clerk told me that the only way i could get a refund was if i paid the $50 restocking fee. I was not happy. But i was informed that I had to take it up with the customer service dept. So i called the customer service dept. and they said that they could do nothing about the $50 fee. So I ended up paying the fee for service that was very poor. I had no signal at home when i was told that my house was covered. All in all a horrible experience. I urge customers to stay away!!!!! read more

I needed to get a replacement SIM card and the sales representative told me that it was $10. He told me I could get it for free by calling customer service, but insisted on charging me $10 to get it from their store. Considering what a SIM card actually costs the company, the fact that I've been a T-Mobile customer service for over 10 years and that other stores have given them to me without charge, I would much rather bring my business to another T-Mobile store. read more

Went in for a phone during the day on Nov 1st, Jacqueline attended me. I advised the sales rep that I lost my phone and also had a severe leg injury and wanted to sit. She didnt offer a chair and also said "Are you coming over here?" she was behind the register and I was in the middle of the store, as If she could say something more polite. I told her I just wanted something that worked properly "as advertised". She pointed at two that didnt work according to her, and up-sold me for the most expensive one. The only other option she gave me was to wait till Monday, 3 days later. No loner. I asked if she can transfer my numbers etc... she replied "well we cant just do that, what do you mean?". I guess I need the phone, I replied. As If im at t-mobile everyday? The whole experience was just annoying and felt duped (again). Plain bad customer service, with all the advertising they spend maybe that can spend it on their employee training. Good Grief! read more

Just went there to swap line to different phone units. Mindy kimura the store associate was extremely RUDE. Didn't care to check my account as I have 5 phones with tmobile. And said I need to purchase 2 simm for 10 dollars each. I has a similar issue 6 months ago. I will never visit this location again. Mindy should be working at McDonald's not at T-Mobile!!! read more

this is one of the worest T-mobile store you can find in the area, DO NOT GO HERE. and their web /tele sales support didn't help either. so yesterday i ordered SIM online from t-mobile.com, order had problem, so i started with online chat, online chat tell me to call 800-tmobile, which i did, the supporting manager gave me an order number and told me to go to their corporate store, to show him my credit card and ID, which i did today, but they're not able to help me but want to charge me for their sim card, which they cannot price match to their own website, which is $10 (9.99+tax) more than their website. while their website has coupon code SIMDEAL sim for $0.01, except they won't ship it . so i got kick around for 3 prepaid sim cards. i am their current customer with 3 lines of services and got preapproved for 5 lines of service but they won't let me order online for 3 perpaid sim card, had chat online, talked to tele support, went to store and they STILL won't ship me my 3 sim card orders. BTW, they will charge you $10+tax if you want to switch your current sim card to a enhanced sim card (ISIS payment sim card) they're many store will let you switch for free, don't go to this store. the customer service that helped me at the Valley store was helpful, but the store policy and corp policy is crazy, corporate store not price match to their own website. read more

The service here is not good. Of course, I can say that about only one person, the person who helped me. I don't know how the others are. He did not know what he was talking about. I switched plans and he was giving me a new sim card to use with my phone. He kept insisting that my phone would be exactly the same after he gave me the new sim card. Well, it wasn't For your information, if you are reading this review, the sent box is completely emptied when the sim is taken out. Also, saved settings are gone. I nearly lost an important text but because I did not trust him, I sent it to someone else before he removed the sim. Surely T-Mobile should not have someone who doesn't know how the products work working there. I just gave up arguing with him. I'll try another T-Mobile store from now on. I always got good service from the one in Rancho Cucamonga and they never belittled or dissed you either. read more

Omg, what a crappy service. I bought an iPhone 2-3 weeks ago from TMobile and its been dropping calls like crazy. They asked to replace sim. Went and got the sim replaced. Same issue, 3 dropped calls in 3 hours. I have never had this problem with my last phone, neither does anyone else in my family on their iPhones in the same area. Requested if I could get a replacement. The store guy told me its policy to charge $20 for the replacement. What BULL****!!!! Their service/phone is the reason I am losing business because of dropped calls. Why the heck should I pay a penny. I should be the one getting paid for the inconvenience of 20+ dropped calls in 10 days!!!!!! I wish there was a way to give negative stars. This is not the way to treat a loyal customer with a family plan read more

The employees at this store are spectacular!!!!!! Not only do they show great customer service but they truly care about your needs!!!

Just got a cellular enabled IPAD Mini so yesterday I stopped in to get signed up for T-Mobile's free 200 MB of data for life. Jackie was great, she knew all about this promotion and within a few minutes, I had my SIM card and was activated. All I had to do was pop in the SIM and set up my account online with T-Mobile using the IPAD....so easy! I've read a lot about the confusion regarding this FREE offer, so I was a little hesitant, but I had no problems at this store. read more

I had a recalled Note 7, purchased from the Walnut store. I tried to get it replaced there, but they didn't have any phones (not their fault). So I tried to find out what the process was and how I was going to get my problem resolved. The sales reps couldn't answer my questions, but wouldn't even try to find out the answers. They kept saying, "I don't know, I think, should be." They weren't outright rude, but I felt brushed off, and like I was taking up their time and they couldn't be bothered. They didn't come up with any solutions, or offer to call me back to give me any information. My impression was that they just didn't care. So, I contacted John Legere's office, and the woman I spoke with tried to call them, but no one would answer the phone. She came back on the line and told me how weird that they wouldn't answer the phone. She did resolve my issue by sending me a replacement phone with no problem at all. I then went to the Diamond Bar store to complete my transaction, where I met the best sales rep Eddie, and his fantastic manager Sahar. I would not recommend the Walnut store. Go to Diamond Bar instead. The people there actually like their jobs, and are more than happy to help you. read more