T-Mobile

If I could give this place a negative star, I would give them negative 3 stars.
We have been coming to this store plenty of times since it’s closer to our place and we had great customer service with a guy named Tuan, who I recommend if you EVER get desperate to go to this Tmobile store. Tuan is very professional, kind, explains everything and also is pretty funny. He was the ONLY reason why I returned. He showed great work ethic and made sure we understood everything before handing us the pen to sign.
The last time i was at this location, I had one of the worse experiences ever. I don’t like to cause a scene nor do I feel the need to make a big deal out of nothing but the manager Albert is a big liar. They held our phones in the back and told us that it’ll be a fee to get them back. We got tricked into our contract and agreed to payments that we had no clue about. Albert kept going back and forth, talking to Amanda who I’m guessing was the main manager. Amanda, I hope you do know that if there is a difficult guest, you would make a manager move to talk to the guest and try to get to the bottom of the situation instead of constantly staring over at me and giving me mean looks because I can do that too. I tried to be very nice and polite but I do NOT appreciate getting yelled at or lied to. How are you going to tell me that it’ll be $ 100 to get back our phones but hand it back to us with NO charge once we call corporate? What happened to «we can’t take back contracts and there’s absolutely nothing for us or you can do to change that.» Or the $ 100 fee? Or was that going to be your pocket change? So unprofessional.
Mike, the sales rep that is NOT friendly, does not smile nor even show that he cares about his job is honestly one of the most rudest employee that I have ever dealt with. How did you guys manage to hire someone who does the completely opposite to welcome guest into the store. I was nice to you, asked you questions to get to the bottom of it and at the end, you tell me that you don’t have time to answer? How disgusting. I would understand that if it was a busy day, but for you just to walk in the back to ignore the situation that you caused was very unprofessional!
I will never recommend this place to anybody. Please tell corporate to check their employees. Give Tuan a raise and make him the manager and take all these people out. I will never come back to this location.

These people should literally get no stars. I am writing this review while still in the store because I am STILL waiting for them to finish helping me. All of the employees are all over the place, socializing instead of being helpful, interrupting each other and walking away mid conversation. ALSO more appalling than the horrible customer service, two young men of different races walked into the store and the person helping us immediately walked toward them while –what I can only assume is the manager– LOUDLY said «watch them» to the other employees behind the desk. Where is the structure here? I feel like this place is being run by a bunch of high schoolers. I’m EXTREMELY disappointed and you’ve lost a customer.

Before anything I must say I want to give our favorite associate 5 STARS and that associate is MIKE!!! Mike is the best!!!
I have NEVER had a problem with T-​Mobile… until I decided to buy an iPhone a week before the release date. I paid for the upgrade and I was told that it would be here within a week, however that was not the case. We had to wait 2 hours for our favorite associate. 2 hours fine, whatever we LOVE Mike so as long as HE helped us, we did not mind waiting for him. Long story short, because our Mike was busy the store manager ended up «helping» us. He rudely said there were not going to be any iphones in stock until 3 – 4 weeks after the release date and that we had to pay an extra $ 50 to get a cheap android and use it until we got the iphone, then return it and get our $ 50 back. I asked Mike if we could get a cheap iphone instead, I wouldnt mind a used iphone 4 as long as it was an iphone since I am more used to IOS. The store manager was basically an a-​hole about it and put us in the position of either we paid for a cheap android or we got nothing. In my opinion I shouldn’t have to pay for something if the mistake wasn’t mine, if T-​Mobile KNEW the iphones were going to be backed up I shouldn’t have to pay for a loner phone. I ended up leaving with nothing and I had to call customer service and they made it up to me but honestly the reason we stayed with T-​Mobile is because of MIKE. MIKE is your guy honestly, I cannot stress this enough. He has ALWAYS been friendly, able to answer our questions, and able to inform us and get us a deal that fits our needs. If it wasn’t for Mike, we would have left T-​Mobile just because of the customer service we received from the store manager. If anything Mike should be the store manager or teach him about the customer service industry, politeness goes a LONG WAY. Thanks Mike for being so damn awesome you can tell that you are passionate about helping others.

I always come to this store because they have an awesome staff who helps me with all my concerns. They are so patient and the management even gave me water to drink without me even asking.
Excellent service I will be back again!

For starters I only have this phone company because my mom put us on it years ago and we have a family plan. I don’t go into T-​Mobile expecting much, because lets face it, a monkey could do this job, however I got the worst service I’ve ever gotten today. I was helped by a lady named Cynthia. First and foremost she was dressed in running shoes and a t-​shirt, she looks like she was heading to the gym. So unprofessional! My phone had water damage so I went in to see what options I had. I have insurance but the cost of insurance deductible is the cost of the phone now so its so pointless. She said I was getting a deal, but obviously she can’t do math She tried to get me to do the Jump to get the iPhone 6, she said it would be cheaper, but she didn’t mention id have to start all over with payments when my phone was already almost paid off. Cynthia was so rude and unprofessional and just trying to make a sale instead of help me. She needs to find her rightful place at McDonald’s !

I had a great experience here switching from AT&T. Not only did I get an even better deal than I expected to get, but both the manager Josh and the sales rep Joanna were extremely helpful. I spent almost two hours in this store because of my literally asking any and every question that came to mind (yes I’m that customer) but Joanna was extremely kind and patient. It was obvious to me that customer service is important to this store — everyone that walked in was immediately greeted and helped. To sum up I got the phone that I wanted and the plan I wanted all without being over-​sold or pressured into anything like I have been before by AT&T and Verizon. On top of it all my service is great. Happy customer indeed.

Be careful when you do business at this store! We had the worst 4 hours of our life dealing with untrained and unprofessional employees and management. My sister went in the store to upgrade her cell phone and her son’s and all she wanted was the new cell phones. However, her English wasn’t proficient, so she asked for a sales associate that speaks Vietnamese. She explained to Mike, the Vietnamese rep, clearly that she just wanted to trade in her phones for the new ones and that she doesn’t want to add more lines because it was just for her and her son. Who knows what he did, then he asked my sister to sign some paperwork, but she didn’t want to sign it because she wanted him to translate what she was signing. He insisted that she signed first and that he would explain later. My sister didn’t think he would do anything to trick her, but she was wrong. He didn’t do anything she wanted. He decided to add to more lines to her plan. My sister got upset and asked him to cancel it because that was not what she wanted. He told her to cancel, she needed to pay for $ 100, if not they were not going to give her her old phones back. Amanda, the manager, was rude and demanded my sister to pay $ 100 and told her that her old phones were now Tmobile property. This is ridiculous. I never heard any company that confiscated people’s phones. I was so upset, I lost my temper and yelled at them for detaining my sisters for 4 hours because they wouldn’t give her her phone back. I called Tmobile and the rep was very kind and wanted to talk to the store manager to see why they are taking advantage of us. At first Albert, anorhet rep, refused to talk to the rep on the phone, then after 10 minutes he changed his mind and wanted to tell her a cover up version of what went down. We were not going to leave unless we get our phones back. Then he decided to void everything and give the phone back. I don’t know why they wanted to waste our time and theirs for something that was easily solved. We will never do business at this store again. Just be careful because sometimes the reps will misinformed you just to close a deal!

Okay so I have the worst luck with phones but in general Tmobile has been good to me. As for this location typically expect to wait because they are busy all of the time. Regardless someone greats you when you walk in and will take your name down along with your purpose for the visit so they can get to you faster. Yesterday I walked in to get a new phone and to upgrade my mom’s phone too. Once it was our turn we were greated by «T» aka Tremel (thank goodness). He had the most patience and kept repeating his slogan «Don’t worry, you’re in hood hands.» My mom more than I put him through a whirlpool of questions and even probably miss his lunch, but regardless he sat with a smile trying to make sure that my mom got all of her pictures into her new phone. It was a process but it got done. He really made the experience painless. Try and go get his service, you wont be disappointed.

Everyone here is bright and friendly.
The shop is very clean and spacious. Doesn’t get too crowded.
Amy, the assistant manager is the best! She can answer any questions needed and help you find the best options for you!
I just went here to upgrade my phone from an HTC One M8 to the Samsung Galaxy S6! It was quick and painless.
Great customer service.
You won’t be disappointed (:

I usually get great service here. I’ve been coming to this location for years and never had a problem till today. I appreciate the sales associate who do proceed to help me. I did not appreciate the service I received from the store manager. She had an attitude and did not wanna help me out. Asked her a couple questions and she gave me an attitude. Her name is Amanda. Poor service. Ima still come here but I will ignore her when I do come next time. Sucks to write a report on I go to a lot. Amanda if you’re reading this, your store manager skills sucks, you need to learn how to manage a store. Your service is worst than Tmobile 4g network nationwide.

Pathetic go the other way as fast as you can./The sales guy said he would be with me in a minute not a customer was in the store and he had his finger about knuckledeep inside his nose while he was talking to me I decided that I was in the wrong place, good luck

Tremel Lang did an amazing job he’s a great asset to your store. Great customer service very friendly guy.

Never have I felt more alienated in a store. Talking to the customer with hands on your hips and saying «well I’ll sell it to you even though it’s not going to work» is just plain ridiculous. How is it possible that the customer has more knowledge after researching a product for a week. I know how the device I want works and if you are going to talk me out of spending $ 400 at your store, thank you. I’ll just go and spend my money elsewhere. Whoever runs this store needs to get fired and someone with actual customer service skills needs to come in a train the staff.

Seriously. so. slow! I kinda feel bad saying this, but how long does it take to set up two newly purchased phones and transfer information from previous SD cards in an empty store? About an hour and a half. Good luck if you’re on a time crunch. :s

I thought Verizon had to have the worst customer service in the industry, then I switched over to T-​Mobile and learn how truly awful customer service can be.
I signed up for service at this store and asked very simple, direct questions regarding how much I would be charged, and I was given very simple, direct answers. It turns out I was lied to, and I am paying much more than I was told. The issue was cleared up at the Lemon Grove location (props to that store, they gave me the only positive experience I have ever had with T-​Mobile) and they clearly explained all of the hidden charges I was told didn’t exist when I signed up for service.
Right now I am exploring my options and will be canceling my t-​mobile service within the next two weeks.
Hell, I may even go back to Verizon.

Let me just say that the manager on duty «Maryln» gave me the worst service ever. I just walked out of T-​Mobile more frustrated than I was when I went in. When I explained what was wrong which in a nutshell was I was not happy with the phone I had purchased a week ago and wanted to change it. When I was explaining my complaint to the manager her responses all seemed very rude and as if everything was my fault. She did not seem professional or like a manager at all. She lied to me by telling me that I absolutely needed my contact paperwork in order to exchange my phone. I confirmed that with another T-​Mobile store and was told that in fact that was not absolutely necessary but preferred. The manager also said and I quote «Plus I forgot the codes to override the restocking fee anyways so I won’t be able for help you» then she totally changes her story and says that only another manager had access to those codes. Hmmm… sounds like total BS to me. Being that I have been a loyal customer for T-​Mobile for many years you would think a little more customer service would be given, but now a days it is absolutely hopeless! If you need help… Hmmm GOOD LUCK with that…

This location has very very poor customer service. It appears that they only want to make money. As a loyal customer who has been with them for several years, they do not have any loyalty. They do not try to work with you when it com’s to an upgrade. The manager and assistant store manager (the ones I’ve seen in action), are dismissive. They show no interest in being honest. They just want to suck you into deals that they know is a raw deal for the customer and they do not explain what kind of deal you are getting into until you look at you bill and find out you’ve been screwed and on top of that you’re trapped in a two year contract. Would I recommend this location? Absolutely not! Would I recommend T-​Mobile? I think they need a lot of changes done to there company and they need to learn and teach their associates about good customer service and customer loyalty. This site makes you rate the store with 1 – 5 stars before you can post, so I marked one star but I give this location a 0.

I went in and looked around. I was looking for a phone and intended to do the $ 50.00 a month with no contract. I saw the new Samsung Galaxy. I knew I had to have it. It was about $ 600 with tax. First Mike helped me and then Lee. They were both very knowledgeable. I decided to get the 2 year contract because the phone was expensive and I wanted insurance. They told me I have 30 days to try the regular service. If I want to do a $ 50.00 a month, without a contract, I will be able to as long as I do it within the 30 days. They also asked me were I worked. Depending where you work, you may be eligible for a discount. I was lucky and recieved 15% off. I had a lot of questions to ask before I bought the phone. They were very patient. Great customer service.