T-Mobile

The worst store you could go to. No responsibility or professionalism.
I went in the store and the first thing I noticed was the loud cussing rap music.
Everybody in there looked like they were on drugs.
These people are liars and will do anything to get your money. The store manager doesn’t even know his own product and will just go along with whatever the employees say to get your money.
Gilberto and the manager lied to me to charge me $ 40 for 2 SIM cards they gave me and then said they would make a note for T-​Mobile to give me credit for the money. After calling T-​Mobile to get the said credit T-​Mobile told me that wasn’t a SIM Card charge it was an activation fee charged by the store and said they couldn’t give me credit for that because they don’t charge activation fees, they do it for free!!!
Gilberto also said that the money left on my prepaid service would also be credited to me by T-​Mobile since I was switching to post-​paid. More lies.
I tried calling the store a few times but they’d just pass the ball around or put me on hold until I’d hang up.
Don’t deal with these crooks!!!

This store is bull shit! The store closes at 9pm but for some fucking reason they think they can close the store early like wtf it’s 8:18 and I’m outside the store just trying to pay my phone and they tell me they’re closed like wtf kind of bull shit is this.
This is just one of the things that piss me off about this store.

the WORST customer service ever!!! so I come in at 10a and they are unable to help me with the needs bc there are only 2 people here? I’m the only one in the store. the associate denies me right away just bc I called «loaner» phone something else… pfft! this store is pathetic!

Under new management and new staff, awesome experience! I will definitely come back! Free parking, water and most importantly they offer you with open arms!

First of all this store DOES NOT even deserve one star!
Second DONT let the fake smiles on the employee faces fool you! THEY DO NOT KNOW WHAT THEY ARE DOING! INCLUDING MANAGEMENT!
Third once they sign you up and get your money they DO NOT feel the need to give you good customer service!
Fourth good luck on even waiting for an associate to assist you because it ALWAYS takes an hour or more!
In the beginning of all this I was switching from one carrier to the other (ditched and switched) and was told that all I needed to do was bring in my last bill due from my old provider to carry onto my new plan with T-​Mobile.
Since multiple associates in the store didn’t know what they were doing the «manager» Brandon came over and kept reassuring me NOT to contact my old provider ever again, knowing the troubles of having to pay for my last carrier. INSISTING that he will be taking care of the issue when switching over, turns out he did nothing nor did he explain the process when giving me the receipts after my two transactions. (Should of been my first clue!) When I kept trying to get ANY information on how I was going to get reimbursed, when I first signed over to T-​Mobile, he just kept interrupting & insisting that all he needed was my last bill from my old carrier on paper.
So a week goes by and I returned with the paperwork in hand and he is nowhere to be found. So I kindly asked the other employees working that day when he will be back & nothing. I then left once again UNSATISFIED because they didn’t have any answers to my questions. Another week rolls by after calling the store multiple times TRYING to figure out how to get reimbursed and NONE of them could give be a straight answer! One person said I have to go onto a website to sign up, another said to download some fax app and then another person said I did have to contact my old provider and pay?
My hands are now up in the air concerned because I spent an entire MONTH trying to figure out how to get this straightened out before my bill goes to collections. So instead of going to work I waited outside BEFORE opening hours to be able to get this straightened out for good. I then talked to Jackie who loves talking about her little red Z out in the parking lot. I asked straight out while pointing at my paperwork as to what I needed to do to fix my issue. She then proceeded to walk away with my paperwork asking not one but THREE other people in the store. Now knowing she has no clue what she’s doing I then asked if there’s someone who knows what they are doing and what time they will be here. She then told me she was going to TEXT «Richard» at 10:15am because he was «suppose» to be there at 12:30pm that day.
Upon returning to the store around 12:37, just to give him some extra time, I then asked Jackie if he was there. «No» she says. I then walked across the street to the bank. Spent about 20min putting in money because eventually I knew that at the end of the day I’m going to have to pay the 500 bill from my old carrier cause I didn’t want it going to collections. I then retuned to T-​Mobile. Do you think Richard is there? Of course not. I then left frustrated once again to my old carrier just to take care of the bill in full. It is now 1:15 in the afternoon and I thought to myself he has to be there by now. Is he though? NO! I then asked Jackie what’s going on and she says that I missed him at 1:00pm. I then proceeded on asking her why she let him leave knowing that I’ve been waiting for someone since 9:00am that morning! And she had the nerve to tell me that he DID NOT KNOW that he was suppose to be there! Are you kidding me!?! At this point I’m livid! I told her she had wasted my entire day of not going to work, wasting gas and even more money that I don’t even have! So she then rolls her eyes while she’s texting someone on the phone telling me, «well then you can just talk to my manager.»
Manager? What manager? The one that put me in this situation? Yea right! …I gave up and left.
So just an FYI !!!
If they do reimburse you it HAS to be within a timeframe. Not only that it takes up to 6 to 8 weeks to get the actual reimbursement card from A DIFFERENT establishment. And in my case you cannot use the Visa card to pay your credit card off that you had to use to pay off your last bill from your old provider because I didn’t have $ 500 laying around in cash! So not only are you out the money you are owed but paying your old provider on time will be impossible! It’s a SCAM! Also, T-​Mobile is UNABLE to fax or copy anything in the store nor do you need to fax any information AT ALL! when I called T-​Mobile service over the phone they said It has to be MAILED to some place out in TX! Get your facts straight T-​Mobile! I’m done hearing different stories from everyone! Don’t PROMISE to provide a service your UNABLE to provide!
I’m DONE!

They don’t know how to finish them customer, I’m waiting here more than 30 min to just pay my bill! Are you serious

To Whom it may concern,
I’m writing this letter to bring awareness to T-Mobile’s customer service department .
I recently visited a independent T-​Mobile store 8244 Van Nuys CA Panoram city where I was initially going to pay for my bill. I asked the representative for my total amount due for all three of my lines, at this time she informed me that my bill was $ 527. Now this was a little shocking to me being as that my normal monthly bill is around $ 250 so you can understand the confusion. I asked the representative why it was almost double my usual bill, and she quickly said «I don’t know, that’s just the total maybe it’s because your late on your past bill. Sorry, our system doesn’t let us see beyond that.»
That’s when I quickly got on my bank account summary on my phone and proceeded to show her that I had in fact made my last months bill at that exact store. And that’s when I was told to call customer service. Just like that she acted as if it was no longer in her power to help me with my issue.
Completely baffled as to why I now had to call Customer Service to inquire about my balance being that I was already at a store standing I front of a live «Customer Service Rep» I proceeded with my call.
Funny how employes are quick to say that they can’t help with an issue and quickly play the (I just work here card) to avoid dealing with customer issues. I mean if your employees aren’t representing you T-​mobile. Then who is?
After two minutes of waiting on the line a representative quickly verified me and asked me what he could help me with. I told him that all I needed to know was «why is my balance significantly higher this month ?»
Five minutes later he tells me it’s because my June payment wasn’t paid in full. Again I pull up my account summary and confirm that I indeed made that payment. Now I’m questioning if the stores where I make my payments are even crediting my account.
After verifying that those payments were in fact made I’m now being transferred over to a «billing specialist.» Twenty minutes past and I now know why I owe five hundred dollars. Both my payments ;
October and November were put together. Simple as that.
I was now in utter shock that this young lady at the store couldn’t tell me that both my payments were being charged. All that confusion, frustration, and time spent on the phone could of all been easily avoided if she had just taken the time to look into my account a bit more thoroughly and ask me some questions.
It seems as if your employees see no importance in customer service and how the overall experience can affect the perception of not only the store but the company. I am a consumer that is very keen on how valuable and appreciated I feel to a company by the type of service I receive. In a market where customers can do relatively anything online rather than going to a store, it’s crucial that when they do come to a store they leave at ease with they’re service instead of irritated and confused.
I hope that this letter will be an eye opener to the importance of the type of customer service and experience your company reflects.
Sincerely ‚
Jennifer Contreras
This store needs T-mobile’s corporate attention
Sent from my iPhone

I had great experience at this T-​mobile store. I came here to activate my factory unlocked phone and one of the customer service representative (Staece) helped me with getting the right SIM card and adjusting the mobile network to 4G LTE. The whole process took 15 minutes and there was no waiting in line!
Tip: Free parking lot at the back of the store

Came here to discuss the new promotions they have. They got pretty busy but the gentleman, Richard, who was helping us was able to get a few easy customers out of the way quickly and keep everyone happy. Parking lot entrance is off of Roscoe.

Great services, the people there very helpful.

Joseph was very helpful and went out of his way to provide service that exceeded our expectations. He made the 1 hour wait actually painless and worth while.