T-Mobile

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!!!

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.

This t-​mobile experience was terrible. I asked for an iPhone 6s Plus and they gave me an iPhone 6s. I went back to exchange it and they accused me of lying right off the bat. If I knew the 6s plus was out of stock, I wouldn’t have ordered it at all. He then says I need to pay a $ 50 restocking fee just to exchange the phone I did not order in the first place. As he walks away to retrieve the manager, he looks at me and practically yells «well you were on the phone». I was stunned and said «are you calling me a liar?» The manager heard the whole conversation and did absolutely nothing about it. I was not able to exchange the phone and I’ve never had a worse experience at a cell phone company ever before.

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. :)

Such great service. Wish everyone would work with you to make the transition seamless.

T-​mobile is giving out some wonderful deals lately, so the phones and upgraded network service basically sells itself. My experience at this particular retail store was mostly positive upon two visits here, and I wound up purchasing an iPhone 6 and paying off my existing carrier contract. So that was pretty great.
Again, everything here was straightforward until my first months bill from T-​mobile. At some point (can you say commission haha) premium phone protection and upgraded data was thrown in for an additional $ 16.50. Not a huge deal, but the customer service person and I had a good laugh at all the ‘throw-​ins’ you will find unexpectedly when you sign up in the store. But hey, at least T-​mobile has a sense of humor with itself.

EXCELLENT SERVICE!!! I can say this because I have been a T-​Mobil customer for 7years, 4 months and 1 day as of 3÷19÷15. I have seen many changes throughout the years. Most of those changes for the better I might add.
This review may be a little long but it will show you exactly how T-​Mobile is TOPS in Customer service placing us, the customer, as a priority.
What happen?
My son asked me to meet him at T-​Mobile store on Foothill Blvd Pasadena (Son broke his I-​phone 5 screen and wanted to jump to the I-​phone 6). I went to T-​Mobile after a long day’s work not anticipating a long wait. My son and I meet up, walk into the store and a nice gentleman, with a genuine smile, named Lloyd takes my name down. I ask how long the wait might be. Lloyd evaluated the customer’s needs ahead of us and gives us an estimated time. I said we can come back in a few and grab a quick bite next door. Lloyd said yes, of course and that he can send someone over to let us know when we are next. COME ON, THAT «IS» ABOVE NORMAL CUSTOMER SERVICE. I was truly surprised at the quality of attention provided us. Sure enough, we went two doors down and Lloyd came himself to let us know we were next. During the service my son and I have to send back the broken I-​phone 5 and the company who takes those claims became very difficult to deal with. This part of the process was unfortunately «considered horrible customer service».
Resolution:
I MUST SAY T-​MOBILE WENT ABOVE ALL MY IMAGINABLE CUSTOMER SERVICE ATTEMPTS TO RESOLVE THE ISSUE ON THE SPOT. Through NO FAULT of T-​Mobile, the manager assisting us (from the FAIR OAKS /​Colorado Store in Pasadena — on loan) Lizbeth (never caught her last name) was explaining what was going on. She explained the process and put me at ease during the difficult claim process. As this process continued and the claim was not accepted I became agitated. Lizbeth took the call and spoke to the person and when that person gave me the run around Lizbeth took it upon herself to escalate the issue to the phone representative’s supervisor. I had the best customer service and now I seem to be having the worst customer’s service experiences (phone claim). T-​MOBILE WENT ONE MORE LEVEL HIGHER THEN THE EXCELLENT SERVICE I HAD ALREADY EXPERIENCED. Remember Lloyd the person who took my name and came two doors down to notify us we were the next customers? Lloyd is the Regional District Manager and he jumps on the phone attempting to resolve the issue that stalled my «Jump». It is just AMAZING at the QUALITY of CARE PROVIDED us. Look at those key words. Amazing, Quality, Care Provided… Any company that would work that hard to resolve your issues at no fault of their own is a company I will stay with and recommend.
My background: Customer service for about 20 years/​/​Highest level as a QA Company Trainer for customer support and activations/​call center. I know good/​bad customer service. GREAT JOB T-​MOBILE!
Cat ~

Best experience I could have asked for! Walking into the store itself, it was spotless & I was greeted right away with a warm «welcome to t-​mobile». I was assisted right away and all of my concerns about the phone buying process were eased. I was super apprehensive about asking questions, but the rep. assisting me listened to my needs & especially paid attention to my budget. In the end I walked out with a phone & a plan that I never thought I could afford & am extremely happy!

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?

Very bad attitude especially that old lady and young white girl they charge what ever they want horrible！！！

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.

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

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!

Wow, I feel like usually cell phone companies are the most maligned for quality of customer care, but I just had a really great experience here at this t mobile store. Showed up ten minutes before they closed, and as there was a little line, Liz, the manager came out to help. Friendly, knowledgeable (about my esoteric questions about their international plans and switching between plans) and helpful, she got me on the right track before passing me off to Kyle once things calmed down. He figured out the best way to solve my problems, was patient when I switched what phone I wanted half way through the process, and didn’t seem to mind staying after they closed to finish things up — all while having a surreal second store of positive energy. Really just a wonderful experience all around, would very highly recommend both these particular folks and this store in general, totally surpassed my hopes!

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 !!!

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.

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

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

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!

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.