T-Mobile

Thanks to Steve, I had a horrible and unprofessional experience at this store. Today I visited this T –Mobile store, my phone stopped working and I had a 1 year warranty on it. I wanted to exchange it for a new phone, which I was eligible for under my warranty contract. A store associate by the name of Steve told me that I am no longer eligible for a new phone, because it’s been 6 months since I got my phone! Which was a total lie !!! At the same time he tried to forcefully sell me a new phone in exchange for my old phone. He said all I had to pay was $ 100 for taxes, plus an additional extra $ 5 every month, and a «required» $ 10 insurance. What kind of nonsense is this? The tactics was to rip me off, and he wasn’t even trying to hide this fact. I’m sorry, but this defeats the whole purpose of a one –year warranty. Steve said that my one-​year warranty is not valid because it was sold by someone named Vanessa, who no longer works there. This is laughable and unacceptable. I left this store and went to a different T-​Mobile store. My first question at that store was — do I have a one-​year manufacturer’s warranty and they said Yes! From there on, everything went smoothly without any forced sales or nonsense stuff.

Seeing the bad reviews kind of surprised me as every time I’ve been in, they’ve been nice. This last experience started as an ordeal (TMo issue not staff) and finished on a grand note. My phone was crapping out, so I went to get another phone. The reps (IAnna and Danny) were awesome. Despite the week or so long process, thanks to TMo being a pain, they got me a new phone and were amazing through the process. IAnna even stayed late to
help me with data transfers from the old to the new. Thank you !!

very bad service， waiting about 40 min, the clerk lied to me unlimited calling plan need $ 95， i check online and other t mobile store is $ 40

1000% horrible customer service! the store manager melanie was so rude. after they screwed up. i spent 9 hours on a saturday in the store with zero phone service for four days, she dumped me on her employee to resolve my issue! she thought it was more important to go feed her face and stuff her belly with the district manager than to resolve my problem. siskel and ebert thumbs down. i will never return to this store! by pass this franchise store. the corporate office said j.d. the district manager would return my call… nope not yet. weak sauce! store and company sucks! they could give a rats ass!

ooooh my gaawwd. This review is for Oscar who works at the T-​mobile store. All I wanted to say is thank you sooo much for taking your time to deal with me and the scene that was caused by my party of people. I thought the whole situation would only take a minute (HA! not even), but everything worked out in the end. I believe Oscar was very professional, informative (despite my pre-​judgements lol) and handled the situation very nicely and every one was happy in the end. HOWEVER I would have given you guys three stars otherwise cause no offense but I feel like the T-​mobile stores in general are so unhelpful and don’t have much clout to do anything these days besides like sell you overpriced merchandise and help get your sim card going. Everyone who works there is probably anywhere between 17 – 21 but whatever, it made our situation all the more interesting.

I jumped ship from Verizon a few months ago but almost didn’t because every T-​Mo store gave me different answers to my questions and made me think twice.
T-Mobile’s service is great so far but their stores are iffy. This one seems a little better than average but not awe inspiring by any stretch.
If you’re a Verizon customer do not fear the pink but don’t ask any questions you don’t already know the answers to.

Had the most pleasant experience when I walked in and was greeted by Ianna. She looked up my account and was able to do a little detective work after noticing my bill was higher than it should be and lowered my bill and activated a new line for my fiancé. Danny who also works there checked in to ask if I needed help and also waved the fee for my sim card due to the issues that happened prior to me coming their store and wanted to make my experience as painless as possible. I will definitely be back and encourage anyone in the surrounding areas to come to this location. The staff makes it worth it. Thanks again guys!

I jumped from At&t 3 or 4 months ago and so much disappointed to the problems I’ve had because of their staff at Tmobile Van Nuys 91 401.
First, they photocopied my ID without giving it back to me. I was at home when I learned about it but they didn’t give me a call… so I went back and the guy was laughing and told me that he was about to call me. Really?
Second, I encouraged my nephew to join me 2 mos ago. Waiting for about 5 hours just to get a line was a pain in the ass. Third, my nephew decided to upgrade his phone a month ago. We waited from 4pm till 9:30pm just to get the phone… standing by the counter. The staff told us that we have to wait like 48 hrs to get his phone activated. It was not activated after 3 days so we had to go back… terrible!
Fourth, they messed up my plan/​account and I have no internet for 7 days… I had to file on leave at work just to visit their office. Problem solved when they corrected something on the computer.
Fifth, T-​mobile hacking incident. I nearly jumped to Verizon but I said wait… give them another chance. Daaangg!
Today, I decided to upgrade my unlocked iphone 6 plus from At&t by visiting the same office. Staff named Vanessa told me that I can’t upgrade my phone since I still have to wait 6 months to qualify or PAY THE AMOUNT OF $ 231.00 so I could trade in my current phone. I was so disappointed since I was not informed about it when I switched to their network. I checked my account when I got home today and the result: I am very much qualified to upgrade to iphone 6S plus for $ 292.48 without having to wait for 6 months. To be shipped by Nov 3, 2015. Now, what do I need to do? Do I really need to go back to their office to avail it or jump to another network? I just don’t wanna do it online and just pay in cash because of the hacking incident. Wake up T-​mobile!
Sent from my iPad

These guys are very helpful and energetic– really helped me out on a very complicated situation and didn’t complain at all about it, instead they stuck with me and got it done! A++++ :D
Ianna and Melissa are superstars

I’ve been in MANY T-​Mobile stores around the valley because we have several accts w them, but TODAY I received the Best Customer Care in the Sherman Oaks store by Phillip!!! He gave me his undivided attention & treated me as a «friend» rather than «just another customer or number»…You all know what I mean when you’ve been waiting for awhile & finally hear
«NEXT»!!! Not with Phillip, he’s knowledgeable, fast, friendly & efficient, and there were other customers in the store!!! I will always come to this Sherman Oaks location because of Phillip & I will contact his stores District Manager, so the other T-​Mobile stores can learn how to treat customers with knowledge & great service!!! I would love to give Phillip 5 of my own stars because Unilocal only allows 5, but you truly deserve 10 STARS & thanks for making my experience of purchasing another iPhone 6 so enjoyable!!! Thanks George for hiring Phillip, you need more staff like him

My sister broke her phone yesterday, so we decided to come here and get her a new phone and it was the longest time I’ve ever spent in a t-​mobile store. I would not have minded if everything went smoothly, but I felt like there were too many mistakes to ignore.
Firat, let me start by saying that Melissa B. was really helpful in trying to do the upgrade. While processing the payment it did not finish and she ended up having to call it in. The mistake was that she tried to process the insurance claim on the computer instead of calling it in. It’s unfortunate that she did not know the proper procedure, but I was understanding when we had to wait for the whole thing to go through. The payment had to end up being processed differently, so I’m hoping that I don’t get charged the deductible later, but that’s a different story.
It mostly took forever since she tried to process the insurance claim, and then charge the new phone at the same time.
Since we waited in the store for over 2 hours trying to fix this with customer service over the phone in store, I decided to check into Unilocal.I then noticed that there was a free accessory offer. That would have been really cool if I could have actually used it. I showed it to the seller, melissa, and she said I could use it but didn’t know how to process it. She then asked someone else in charge, george, and he said he had never seen it, and it was probably from corporate. I proceeded to show him that it was specifically from this store and he said he would call a manager because there wasn’t one on site. He came back and simply stated I couldn’t use it. It makes no sense to have a check in offer and then follow through. Having the free accessory would have been convenient as my sister got a new iPhone after so many years with androids and needed new accessories.
My service in the store was sub-​par, so I don’t think I’ll be coming back here any to me soon.

At first we purchased a phone for my wife on a different store (Van Nuys & Victory), they messed up with my phone switching numbers which got me real mad — to avoid my bad temper, we went to this shop instead and what a difference on a customer service. Extremely friendly and efficient.
Earlier this week I noticed the phone I wanted had a special promotion, so I decided upgrading mine as well — I returned and again… another great experience. When I was asked about caller ID I made a mistake and gave my legal name instead of my artistic name, so I returned the other day — different staff — same level of friendly experience.
Thank you Danny!

I had went in today because my phone was broken and i really needed help getting started with a new one and i had no idea about any of the new phones and how they worked. George and Phillip were a great help and they made my experience at this store a great one. By far the best service i have ever recieved a tmobile store. I will definitely be coming back to this location.

I just «jumped» to the new iPhone 6 but it was a very difficult experience. T-​Mobile and/​or their insurance company have very strict rules and I was beyond disappointed when I found out all the requirements to trade in a phone. (NOTE — Make sure you ask ALL questions about insurance, deductibles and trade in/​buy back policies because they did not explain this to me when I purchased the insurance and jump program!!!) Corporate kept deferring me to the insurance company and the insurance company kept deferring me back to corporate. I was shocked at how I was being treated, ESPECIALLY since I’ve been a loyal T-​Mobile customer for over 12 years!
This all changed when I went into this T-​Mobile store. Palmer and Samy were super helpful and helped me in all the ways that corporate did not. Palmer even gave me a SIM for my iPad with free service for a month or two so that I can try out their service for my tablet. They are really friendly and they truly care about their customers. I would have left T-​Mobile and switched carriers if it hadn’t been for Palmer and Samy. Make sure you go to this location and ask for the two of them! :)

This is by far the best tmobile store that I have ever been to the customer service is excellent. I cannot complain about any type of issues it was a wonderful experience and I’m very thankful that my daughter was able to locate this store so that we can go and get her an upgrade thank you t mobile team I appreciate your customer service.

Right when I came in I was greeted by Mimi, a sales rep. I highly recommend her. She was very friendly and answered all my questions. Also, she made me feel very comfortable there. It was the best customer service I have ever received than other t-​mobile stores!

Best customer service experience I’ve had in my entire life… PERIOD!
No seriously you guys, this store has to be one of the greatest most friendliest upbeat to be in. Their customer service has always been 100% courteous. Everytime I’ve came to this store and had a problem with my phone they’ve always helped me, especially by two employees who always are great, an Indian girl and philippian girl who are always so sweet. The manager Palmer is also really great guy and easy on the eyes and even gave me 1 month of free data for my new Samsung Tablet and a discount on a Beats by Dr. Dre headphones.
It really confuses me when I see these negative reviews, a lot of the people who write negative reviews on this place don’t even realize that they mean to write about the Sherman Oaks Galleria, (note: this is not the same location). I also realize for those who feel like they did have a negative experienced in this store is completely based on self-​entitlement and inability to wait patiently.
There was a time I came into this store and Palmer was helping a female customer when a guy who was apparently waited for like 30 minutes was getting upset because he didn’t get the service he wanted, Palmer tried everything he could, he told him «Thank you for waiting patiently, I will be with you in a short moment» and offered this guy for a cup water then the guy said «This is the worst store ever, this is terrible customer service!» For the anyone who has to wait and gets impatient, your not getting bad service it’s just you have to wait.
Anyway I recommend this place to anyone, make sure you ask about the promotions they always have good ones.

Great customer service. Palmer helped me out with an issue i had been dealing with for 3 months with phone customer service and he took care of my issue within 5 minutes. He was really nice. Awesome employee!

Really really slow service and bad customer service, employees are non attentive of the customers and their needs. Some of the staff are rude, specially a Latino guy with a mustache and a tall heavyset white guy.
Would not recommend this store to anyone.

I am so pissed! I was overcharged by $ 200 for text messaging when my text messaging is unlimited. I came into this store and they were so unhelpful. I came in and the lady that was assisting me kept telling me that I did not have unlimited when I have been having it for 2 years. I had to call the company and talk on the phone with them for 2 hours until they fixed it for me. So upset.