T-Mobile

This location is just, Terrible!
My boyfriend’s phone recently got damaged and so he wanted to get a new phone as soon as possible. So we went to the nearest location and decided to go to the one by Safeway on Beretania. When we got there, we didnt get greeted or had our name taken down, like they normally do. We thought that we would wait and look around because they were pretty busy. However, there was alot of representatives just standing behind the counter, talking stories and looking like they were «working». But, we just decided to wait.
About 15 mins later, another customer walks in and a representative greeted them and took their names down. That wasn’t fair! We just decided to wait until someone else comes up to us but… another 10 mins later… Nothing! As more customers enters the store, all the representatives greets and asks for all their names. This was just BS! We just wasted about 30 mins of our time just… waiting.
All we wanted was a new phone… Terrible customer service!

Went to the store last week to have my phone restored to its original settings. Problem was it was my old iPhone 5 that I was selling to someone and because I haven’t used it in so long I forgot my pin code.
I called T-​Mobile customer service and they said I could go to a store and they will be able to help me.
So I went I and a younger maybe Filipino/​asin girl who was cleaning acknowledged me when I walked in and asked what I came in for and I explained my situation. she was very rude and said that they can’t help me cause it could be a stolen phone, if she only took the time to check she would have seen I’m the owner of the phone.
Then a customer who over heard our conversation told me that I could take it to apple and they would be more then able to help me, she then was rude again and said that even they wouldn’t be able to help me. I was a bit irritated with her.
The crazy thing is I then drove to Apple ala moana and the were able to have my phone restored in less then 15 mintues.
Thank you to that customer at T-​Mobile for suggesting I go to Apple.
And to that employee at T-​Mobile you should really work on your customer skills, I hope next time I go there I don’t get her to help me.

Come see Erika @ Tmobile! Excellent customer service!
Super fast and great product knowledge. Thank you!

These people at this location can’t seem to use their brains. Stick to the company policy line about needing to see hardcopy ID to sell me a $ 25 piece of equipment for my account, and then say they can’t use my social sec number OR call the mothership to verify who I am… yet when I call the tmobile 611 number myself, not only can they verify me, but I can add my husband as an authorized user on my account, ALL OVER THE PHONE, without my ID. Then HE can go in, show his ID and get. the equipment ON MY ACCOUNT. No creativity or problem solving skills in this store. they would rather make someone drive all across the island to get a piece of plastic with a picture on it rather than use their deductive reasoning to help a longtime customer. Makes me want to switch carriers.

My friend and I were looking to buy new phones and make a new contract with T-​Mobile. We put our name down and waited about 15 min for a help. Then a young girl showed up as our sales rep and I knew immediately by the way she talks and carries herself that she would be a no help. She had no idea what she was talking about and she had no answer for every question I had. We said thanks and walked away.

Really friendly staff! I went in to get information on changing over to T-​mobile, and Janet helped me out! She was super friendly and professional, and answered all of my questions, even after she found out I was going to get my phone at another store.
I was really pleased with the service, the helpfulness, and their willingness to make sure that you, the customer, are satisfied and getting the best possible package and phone for you. Thanks, Janet!

Whenever there’s an issue with my cellphone that cannot be fixed over the phone, I cringe. Why? Because that means the only way I can fix it is by going to the store. However, if you’ve ever been to a store like T-​Mobile, you know that it is a hotter mess than Miley Cyrus or Britney Spears ever was.
For instance, I visited the T-​Mobile store this past weekend to get two issues resolved: 1) change the primary account holder and 2) reconfigure numbers on my phone bill and EIP plan because I was paying close to $ 300+ a month for two people. It literally took five to ten minutes for someone to realize we needed help. Even then, as the man attempted to help us, his first «advice» was that the first issue needed to be called in.
Now before I go any further, this is not the first time I have tried to change the primary account holder due to the fact that I take care of the bills. However, every time I go to a store I get the same response: you have to call it in. Can we just think logically about this for a second: how would I be able to change the primary account holder over the phone when they cannot verify ID? Anyone can have someone’s last four digits of their security code and say they are Jane Doe. But okay, sure, I’ll call it in – and be denied for the umpteenth time as the woman helping me over the phone is also questioning why employees would prompt me to call.
The second issue, however, would cost me a wait of about 15 – 20 minutes which is ridiculous because half of the employees were either chattering amongst themselves or playing hide-​and-​seek. Sure, I’ll wait so that you can get paid to do everything you shouldn’t be doing on a shift. About halfway through waiting, I gave up. It wasn’t even worth my time anymore.
Bottom line: T-​Mobile needs to step up their game in terms of instilling proper protocols and knowledge to their employees. Not only are they wasting our time and money by not knowing how to help customers, but they also waste their own time and money by continually losing possible revenue opportunities.

This review is for the T-​Mobile store where the *new* Safeway is.
Do not come here on a Friday (I dropped in before, and it was NOT that busy). My boyfriend has been wanting to upgrade his phone for a while, and get off his brother’s account. So we came down & had everything prepared — his brother called the TMO Corporate # to release my bf’s phone number. He came in and played around w/​a few phones he was looking at Samsung Galaxy S6.
When we walked in there TONS of sales associates, and just as many people waiting for service. Someone greeted us, took our name, and jotted down what we’d be doing today.
It took FOOOOOREVER to be called on. While waiting, we actually talked to a lady w/​an iPhone and we were able to help her with her phone problems, LOL. (I didn’t get paid for this).
Finally, when it was our turn… They did the pitch. Jotted the prices. Finalized the sale. The sales associated offered to transfer over data from my bf’s old phone to his new one, my bf said only save the pictures, everything else we’re good. However, the sales associate went on to transfer EVERYTHING — call logs, messages, pictures and applications –_​_​_​_​– dude. That ended up taking 45 minutes because «oops.»
I’ve never spent this long in a t-​mobile store before, and I’ve been w/​T-​Mobile for about 10 years. WTH. I think what also slowed down the process was the people who were coming in, asking for the impossible and slowing down the sales associates. And as I mentioned, do not come on a Friday… maybe because it’s $ 5 Friday at Safeway, the foot traffic was higher, but I’ve been here before and there was like 2 – 3 people in the store.
Anyways, after a few days now my bf isn’t that happy w/​his phone lol. Next time, he can go by himself!

T-​Mobile today was outstanding!
1– I knew today was going to be busy since it was the weekend (Saturday) and because it’s the weekend the NEW iPhone 6s was released.
2– I went in the late afternoon, around 445 – 500 so i knew it would be a little busy.
I walked in and was immediately greeted and put on the list. They were packed so i thought it would be a while until i received help. Not even 10 minutes waiting i was helped by Janet. She was nice, accommodating and answered every question i had. I felt bad because she stayed late to help me! She went over every option i could go for my upgrade which was a huge help.
Since i had Jump! on my plan, I was able to upgrade.
David, the manager, was also a huge help! He reminded Janet of the trade in value, which saved me CHOKE money! I didn’t pay a dime for my new phone (iPhone 6 plus, 64 GB) because of all that! David helped in every way possible! I was super grateful! He was always making jokes and apologizing for the wait, which is excellent customer service. Working in the restaurant industry I know how important customer service is and David and Janet had excellent customer service. In all, I am VERY HAPPY with my service today. This location can get busy but can’t help it, they’re good.

I went to this place two weeks ago to add another line on my account as a birthday gift for an important person in my life and thank goodness Lopaka was there that day who provided me a really great customer service! He was friendly, patient and professional! Thank you Lopaka! :)
I came back again just two days ago to do a jump for my phone. I had been an iphone user for almost a year and i finally felt the need to upgrade to the newest and most recent samsung edge 6+! Goshh the phone was so beautiful and was very advance compare to what I have. Janine was assigned to help me go through all the procedures for my jump. She was very easy to get along with. She has great sense of humor, friendly, and was very helpful compare to the T-​mobile location at Alakea to which I had previously went to and experienced waiting for 50mins only to find out they didn’t have the phone i wanted. Employees there should learn from the employees at this location on what customer service is.
Thanks again Lopaka & Janine! You guys are awesome! Will definitely coming back here again!

WARNING: Do NOT go to this location! I had the WORST experience here. It’s a long story, but basically my sister came to this location to get her iPhone turned off and to get a newer one. The guy that was working at the time was a trainee, and didn’t know what he was doing. He even took the phone in the back room to ask another employee to help him. If you are familiar with apple products, they are programmed with iCloud which lets you have your information, pictures, notes, data from your iPhone stored into your computer. My sister would use my computer and sync her iPhone into it, and her iCloud account was saved in my computer. The trainee hit the wrong button which erased everything on my sisters iCloud account on her phone, and then erased everything on my computer. I wasn’t aware of this until I turned my computer on the next day, it was literally like a brand new computer. All of my pictures, music, notes, documents, etc, was wiped out and gone. I found out that my sister went to this store to turn off her phone, and found out by Apple that everything can be erased by iCloud on your phone. We went in person to talk to the manager about this, and she was very rude and not sympathetic at all. She shouldn’t be in customer service, and she should find a new career. She didn’t understand how that could’ve happened, and she knew for a fact that the trainee didn’t do anything wrong. Since she said that there is nothing she could do for me, we ended up taking the manager and trainee to court. We unfortunately lost the case because we didn’t have enough evidence that the trainee deleted everything, even though we had documents that proved the data on my computer was wiped out on the same day that my sisters phone was turned off at T-​Mobile. I was very upset about all of this, because I lost so many memories and important documents that I had throughout the years.
Pictures from my trips, birthdays, graduation, prom, important events are all gone, and I’ll never have them again. I just wanted to win the case so that I could’ve possibly recover it by sending it to a company on the mainland, which cost thousands of dollars and I wasn’t able to do it since it was so expensive. Don’t come here unless you want this to happen to you.

My phone had not been able to receive /​send calls /​texts for the past two weeks. I came to T-​Mobile Beretania and first spoke with Tre. He was really helpful and patient with giving me the best customer service he could. Unfortunately there was a block on my phone which refrained me from receiving /​sending /​texting on my phone. He called customer care and they advised him that it would take up to 24 hours for my phone to be unblocked, so with that being said, I left hoping that it would work. 24 hours past, and my phone still didn’t work. I could get on WiFi and all of that but I still couldn’t make any calls. So I called them back and spoke with Tre again, he advised me that he was leaving within the next 5 minutes and would let someone know my situation so that when I come back, then I don’t have to go through the entire process as the day before.
When I have arrived back to T-​Mobile, Eric had helped me and knew of my situation. Although the wait time was about 30 minutes, he came to my rescue and helped me fully. Since he knew that the phone call with customer care would take a bit, he advised me to have a seat while he can settle my issue with them. When he came back to me, he ran through what was going on and that he will get T-​Mobile to credit me for the time being that I couldn’t use my phone which was for the two weeks. I was very grateful that he had helped me but he also told me it might take another 24 hours for it to refresh. He also told me to try and turn my phone off and on to see if the unblock goes through, so I left again. 3 hours later, my phone was up and running!!! I’m super happy!!!
THANK YOU TRE & ERIC!!! I REALLY APPRECIATE ALL YOUR HELP WITH GETTING MY PHONE UP AND RUNNING. I KNOW I’LL BE BACK FOR ANY ISSUE I HAVE AND I’LL PERSONALLY ASK FOR YOU!!!

This store is the training hub for t-​Mobile I think. They are constantly training new hires and there is no consistency with the employees. They got rid of the bill payment machine. When I asked why, I was answered with a «it never worked» it did break down often, but for the times it was working it helped alot! Now you go there and it’s at LEAST a twenty minute wait automatic. They get the job done, but that’s it. I’d be willing to go farther for better service. Josh the manager has been there for a while, he used to be more cheerful. now he looks stressed all the time, and it shows. They used to always greet with a nice «welcome to t mobile» not anymore. Change is necessary.

I have been waiting here for 1 hour and 15 minutes and still haven’t been called. One customer just left and the sales clerk was with him the whole time I have been here. The customer was talking the whole time about non-​phone issues. I just heard Joseph the clerk phone the customer who just left because the clerk forgot to give him his package. What is wrong with this company?
Jenine handled my transaction. No issues. 15 minutes.
They still only deserve 1 star.

This review is NOT so much about this particular store, but about T-Mobile’s policies. You may want to read this though if you are thinking about switching to T-​Mobile to take advantage of their «buy-​out» offer.
I went to the Beretania store because it’s close to where I live. It was busy, even though it was about 3:30pm on a Thursday and I had to wait about a half-​hour to talk to a rep. That was OK, as it gave me a chance to play with the phone I’m interested in getting.
I want to take advantage of T-Mo’s buy-​out offer to pay off my contracts with my existing carrier, but what happened during the sign-​up process REALLY killed the deal.
I’ve been with my current provider only 2 months, but not very happy as I like to listen to music some times when I work, and I’ve discovered that music streaming eats a LOT of data. T-​Mo though does NOT count audio streaming against your data usage, so it’s a no-​brainer for me to switch.
However, first of all I found out that T-​Mo is ONLY going to actually give me $ 186 for my 2-​month old phone, a Motorola Droid Turbo — $ 650 new. Ouch! But since they said they would pay off my phone, (I still owe $ 440), I decided to go for it.
But, here’s the catch — it takes about 1 – 2 months AFTER you send in the final bill with your current carrier to get the pre-​paid Visa to pay that final bill! So, my sales rep said it would be best to just pay the bill and use the Visa for whatever. I did NOT like that idea, as it meant I was going to be out a big chunk of money for a while, same as if there were NO buy-​out offer.
ANNNND, they give you NOTHING in writing that says you are actually going to get this pre-​paid Visa! On the other hand, they want YOU to sign this notice that you are only getting the trade-​in value quoted for your old phone, and that’s a done deal! Yeahhhh, rrrrrright!
So, basically your just relying on some advertising and a sales rep’s promise that you’ll ever get more. Since T-​Mo does NOT have a sterling reputation for living up to promises (Google all the people that were promised $ 200 for their trade-​in during an earlier promo — they ended up only getting $ 36!!!), I needed something more substantial than a handshake.
I told my sales rep this, and he started writing out an ‘agreement’. But, I stopped him and asked if he was authorized to make contracts for T-​Mo. He said no, to which I replied «Don’t bother then, it’s a waste of time.» At that point I had him cancel out the whole thing and left.
When I got home, I contacted T-Mo’s mainland website and talked with a rep and explained the situation. She said she would be happy to send me some kind of contract that has the buy-​out offer in writing through email. She was going to send me 2 emails with that enclosed, and that it would take up to 30 minutes to get them.
I was pretty happy with that, and thought I would go back in tomorrow and do the switch.
However, EIGHT hours LATER… I still have NOT gotten those emails!
Irritating…

I still think this my go-​to T-​Mobile store, despite various experiences here.
Take note that location is super busy during peak hours. Wait time can be up to 30 minutes or longer. What I like about this store is that when you’re paired up with a T-​Mobile rep, they don’t rush you even though the store is so busy. However, depending on your needs, be prepared to spend about an hour with a rep. In conclusion: If you’re in a hurry, DO NOT COME HERE. But if you have time to kill, by all means, go for it. You have been warned.
I do believe that seeing a T-​Mobile rep shapes a customer’s in store experience. So far, I’ve been satisfied with the service from this store (see previous review) until we were paired up with someone who wasn’t too thrilled to be helping us out. He didn’t crack a single smile while we were with him. No conversation, no connection, nothing. Whenever we asked him a question, he claimed he could only work on one thing at a time. Like really? It’s just disappointing to experience subpar service coming from a store that usually delivers it.

After having what was definitely one of my top 3 moments in horrible customer service history (read more here:
) I didn’t expect much from T-​Mobile. However, I’m a firm believer in second chances and wanted to get my phone fixed with the path of least resistance; so, I decided to bite the bullet and give T-Mobile’s Beretania location a shot.
Upon entering the store, the difference was immediate. First of all it was considerably more crowded than the Market City. I was acknowledged by several associates as I crossed the threshold and moments later a young lady came over to check me in. I could see that there were several people ahead of me and she let me know it would be a short wait. She apologized and I told her it wasn’t a problem. I regret not taking note of her nametag because she was incredibly sweet and genuine. She looked like Merida from that Disney film, if that helps anyone identify her.
A few minutes later Tre came over to introduced himself, ask me my name and how he could help. Introductions made, I explained that after using my Sony Xperia Z1s in the water the screen died. I also told him about my previous experience (and frustration) with the Market City location. He seemed to empathize and feel bad about the situation. He looked at the phone and called the General Manager «Marissa» over.
Marissa hearing about my previous experience apologized and promised to do her best to make up for it. She looked at the phone and confirmed that it was indeed water damaged; however, unlike the manager at Market City, she understood my disappointment, that a waterproof phone being used appropriately, became water damaged. She was sympathetic and did not blame me.
She explained she needed to make a phone call to get more information but that she thought it was hopefully an issue of common sense — water damage to a correctly used waterproof item should be covered by the warranty.
She and Tre excused themselves to lookup my account and make that phone call. After a few minutes Marissa returned and presented me with two options. The first option was to upgrade my phone using T-Mobile’s JUMP! program, which would cost me $ 170 but would give me a brand new Sony Xperia Z3. The other option was sending it in for warranty, in the hopes that Sony wouldn’t charge me for the damage… however, in the event that they did, she would credit my account over a two month period first $ 100, then $ 75 to offset the charge, resulting in no charge to me!!!
I was floored! I considered upgrading to the Z3 but then the reality of my budget set in. I chose to send my phone in for a warranty replacement and expressed to Tre and Marissa how elated I was by their stellar customer service. They more than surpassed my expectations. These are the people that deliver and stand by T-Mobile’s company culture of excellent customer service!
After processing the warranty, Marissa promptly offered me a loaner phone, which I hadn’t even considered. Again, I was immensely impressed by her anticipation of my needs. I accepted and she then excused herself leaving Tre to help me finish the process.
Tre let me know my phone would be received by Tuesday (I went in on a Saturday) and he apologized it couldn’t arrive sooner. I replied that there was certainly no need for apology in this case. He and Marissa were super amazing and I was nothing but thankful. I left Beretania in awe of their great customer service and attention to detail.
Unfortunately, this positive experience only helped to highlight the audacity and disrespectful level of service provided by the Market City location. I was absolutely right about them. They were empowered with the ability to help me but they simply couldn’t have cared less. They refused to do the right thing. These are the people that poison a company’s culture and will overtime kill it, if left unchecked.
I want to commend all of the associates at Beretania, not only those who helped me directly but also those who through the course of business shot me a smile, nod, etc. The vibe of positivity is amazing and can only be attributed to exceptional appreciation to Marissa. She clearly leads by doing and with an immense level of grace and care that radiates through every facet of her store.
I am so happy I decided to visit T-​Mobile Beretania and will continue to visit their location for all business I have with T-​Mobile. I’m already looking forward to upgrading with JUMP! as soon as the situation permits. 5 stars across the board!!!

DO NOT GO TO THIS T-​MOBILE.
We returned last night to check on my husband’s telephone order and found out that the female T-​Mobile worker assisting him three weeks ago NEVER FINISHED the order even though she told my husband that the phone would come in three days.
I’m completely disgusted by their service.
Moreover, they move like turtles. VERY SLOW SERVICE.

One star. That’s all the «manager» earned from me today.
Went in to have my phone unlocked so that I could use a different SIM card while traveling abroad for work. The manager told me to call customer care, and then wait up to a week to have the unlock code emailed to me. Either that, or to go to a third-​party and pay to have it unlocked, which would likely be instant. Option 1 would not work for me (being that I was traveling the next day), and option 2 sounded shady/​uncertain.
I asked how a third party could unlock the phone instantly, when it takes days (or up to a week) for T-​mobile (who sold me the phone!) to give me the unlock code. He said he «didn’t actually know what the third-​party would do» to the phone, but that they could get the code and unlock it faster. I then asked if he, as an official T-​mobile representative, was referring me to an unknown third-​party to have them perform some «unknown» activity on my phone. He said yes, and then asked me if I was «having a hard time wrapping my head around it.» Are you kidding me?
I asked to speak to the store manager, and it ended up being him. His name is Josh. Josh needs more customer care and/​or professional development before continuing as a store manager. I’m all for young people climbing the ranks and earning more responsibility, but I have no idea how he made it to be a store manager.
He offered no apology throughout the entire ordeal, and seemed eager to get me out of the store, being that I was discontent with his customer service and that there were lots of other customers milling about. Like others have said in reviews of this store, beware, and you’re probably better off getting customer service online or at another location.

Negative star!!!
Because the customer service was really bad and the waiting line system was so awful they dont have any waiting number tickets or something there were one person had to check up with walk in customers while she was helping me (customer) and she keeping saying NO to my questions and she couldnt focus to customer I wasted my precious time!!! dont go here if your time is precious