T-Mobile

This review is for the t mobile branch inside the promenade mall. I walked in to browse what t mobile services offered because I’ve been hearing some good things about them. well that was a mistake because as soon as I walked in the store with my kids this rep started to harass me saying «so why are you here? Is it because you are not happy with your current carrier? I told him I just walked in and wanted to see if they have different phones than my current carrier (AT&T) he kept asking the same questions like I’m gonna rob the store. The only reason I was not rude to this guy is because I was with my kids. Shame on the employee of this particular branch! You are so desperate to make a sale that you make a car salesman look really tame compared to to yourself! This definitely left me a bad taste when it comes to maybe switching to another carrier!

This is the 2^nd time I’ve been to the store and both times have been awful when it comes to customer service. The only reason I visited this location today was to see of a possible upgrade. I was running short on time but I knew that with 15 min I could ask the right questions to get my answers I needed around upgrading my phone.
As soon as I walked in no one acknowledged us we felt very unsure of where we should sit or stand to be helped next. After 5 minutes of standing in the front of the store we decided to move towards the back of the store to wait. Another 10 minutes passed and still no acknowledgment from anyone. We decided to leave.
If I was management I was ensure that an employee was up front to take a list of people waiting like other wireless stores do or make sure the staff was acknowledging customers who came in. If you can avoid this location do so.

These guys are not actually T-​Mobile, but just a retailer. I recommend you go to the real T-​Mobile store at the Promenade Mall. This particular pseudo-​retailer had rude customer service and made us wait in line even though the store was practically empty. I guess the employees personal conversations were too important for them to help us.

Terrible customer service.
First visit, I upgraded to an IPhone 6, and not even 5 minutes of having the new phone it was scratched up by the employee there.
The lady who helped my dad and I out was nice, her name is Hudia. However, a few things happened. As she was putting on my screen protector, she was having a hard time and even had to redo it a couple times because she said herself there was a piece of hair stuck in it. Then I notice the iPhone was on the countertop and she was moving the iPhone on the hard surface and I wondered if it was scratching the back of the phone. Of course I gave her the benefit of the doubt and didn’t say anything just yet. Once I got the phone I wasn’t satisfied with the way she put on the screen proctor. It had ripples and scratches from the corner of the card she used. Yes they reassured that it was self healing and that it will go away in a couple of days, and if it doesn’t go away just come back and they’ll replace it but come on. the scratches were so apparent. I was like okay then as we walked out, we checked the back of the phone and what do you know. There were scratches on the back and even the camera was scratched up. One of the guys said he can clean it up but after he did the scratches were still there. Finally, after the third time complaining, they replaced the phone and gave a new screen protector that I did myself.
Honestly it was unacceptable service. Like I said, I didn’t even have my phone for 5 minutes and it was already scratched up. We’re paying a lot for this phone and she should have just placed it on the box or have something less prone to scratching underneath instead of just the hard surface.
Second time, I went back to see if I can return a case. One of the guys just had a bad attitude and didn’t seem like he wanted to help.

This store helped me find another store that had my phone in stock for an exchange. I was directed to this store by the Temecula Mall Tmobile with LIES. Mall store didn’t want to do my exchange and sent me to this store just to get rid of me because I wasn’t buying a new phone. This store (thank you Eric) helped me find a store with my phone and ensured me that my phone would be held until I got there. He even called the Mall store (in front of me) to see if they even had my phone in stock in the first place and they did! DO NOT GO TO TMOBILE AT THE TEMECULA MALL.

Their business and work ethic is terrible. They preach «we are an equal opportunity employer «which is just a bunch of BS. If that were true, they would of given me an «opportunity» to interview me for a position. I didn’t get that treatment. They totally threw my resume out the window to hire a young teenager who is a friend of an employee. I never got an interview, just some stupid automated email with them apologizing. makes you wonder how they treat their employees

I had a really good experience with this T-​Mobile store today. I came in to activate a phone from AT&T and found out the phone was locked, to unlock it I was supposed to go to this AT&T website and unlock it myself, but Eric helped me and did it himself, he was patient, polite and friendly. I left happy with my new phone all activated. Great customer service! Thanks Eric!

THIS REVIEW IS SOLELY FOR THIS TMOBILE STORE… Came to t mobile to get my two older sons some phone lines, we were helped out by cristina, she was very nice and gave us all of the information we needed all the way down to the nitty gritty of how our bill plus phone payments works, she really knows her stuff and made our visut to THIS t mobile store a breeze, we went in last night 3÷11÷2015 around 830pm, yes I know it was almost closing time but with a very busy schedule like mine and my husband’s it’s hard to get out during the day like normal people do lol, cristina was very warm and welcoming even though we were last minute customers, which we know everyone hates, but she welcomed us, gave us a browse of the phones and the eligible upgrades for data and also recommended that since we were adding two Iines to our already existing account that we should get the 4 lines for $ 100 plan that way our bill would be way cheaper and we would get more than we had initially thought, which in my mind was a great idea on her part, she also recommended that since the phones were for my boys aged 9 and 11 that some silicone phone cases would be great also screen protector so I figured what the heck throw them in. needless to say and no need to ramble on, we were in at around 830 and out befor they closed, cristina made the visit quick and painless so if your looking for someone to help you out visit this branch and look for cristina, she is your go to girl for everything tmobile. Tmobile, please be aware that you need more employees like cristina who are in my mind a god send compared to what I’ve dealt with in the phone company world. keep it up cristina!!!

Great workers !!, great customer service !!
Just bought iphone 6 plus, Dulce took care of me ‚
She gave me recommendation for screen protector and case, very helpful. It’s fast and great experience .
Definitely will be back to this store next time

My review is solely for this particular store and its associates, not T-​Mobile in general. I think a lot of the low ratings are due to the failure to distinguish between these two categories.
Had to switch over recently from another carrier, and this is the store we handled it at. All of the people I’ve dealt with at this store are pretty friendly and helpful compared to other stores I’ve been to, for any carrier. Anything with phone companies is a headache, from contracts to plans to activating devices, but one employee, Vanessa, made it bearable for us and explained everything in detail, breaking it all down and suggesting the best options based on our budget. She actually knew the procedures and products she was talking about and didn’t put pressure anything.
Now, T-​Mobile as company may be questionable (we’ll have to see how their service plays out), but Vanessa was always willing to help us out. She’s gone out of her way to help us out when looking up information on a specific issue and has the right patient demeanor to deal with customers. I feel bad that people yell at for mistakes made by their invisible colleagues and useless «Customer Care» associates on the phone lines who just send you in circles and take no accountability for never really addressing your problem, but I guess it’s part of their job and they take it well here. There’s only so much they can do. I haven’t dealt with any management directly, but I know they took care of some stuff like rebate documents to make things easier for us.
The only down side is that if there’s a line you may have to wait a while. That’s probably because they’re being thorough with the other customers. But at least there are a couple of benches for you to sit on.

We just got a new iPhone 6! The staff is very helpful Alan helped us out on and out on 10 minutes. The manager Steve and Valerie were very helpful with accessories and information. I highly recommend going to this store. BEST IN TOWN!

Went to tmobile to ask a few questions about the plan my kids are on, TAYLOR was a real big help. He answered all our questions and gave us great customer service! Walked out of the store with a new phone, Thanks for all your help Taylor:)

Best t-​mobile store I’ve been to!
Everyone is friendly and helpful.
Vanessa was amazing, has helped us perfectly and quickly every time!

T-​Mobile on Winchester and Ynez: land of the can’t-do attitude. Customer Care (a term that should be used loosely) informed me that I could return a signal booster to any corporate store so I mistakenly took it to this one. The girl I was with looked confused and asked one of the guys if she could do that. He replied quite emphatically that the answer was no. Then coconferred with two other guys. They all confidently informed me that they couldn’t do anything. Meanwhile, the girl got on the phone to find out. Another guy passed and whaddya know… he showed her how to do it.
Feel bad because the customer next to me was also getting the «here’s what we can’t do for you» shpeal. I get that you make money off selling phones and not doing customer service stuff, but like it or not, that’s part of your job description. If you can’t step up to the task, step down; there are plenty in need of work that would take the job for which you hold so much disdain and do it with smile on their face. @Tmobile

If you’d like to get your account all screwed up and end up traveling to another store after endless back and forth unanswered questions by a girl of the name of Valerie btw (you suck) since you never returned my call and the store denied you after trying to get a hold of you after 1hour and a half of waiting to hear from you and her manager Steve renteria whom after realizing how screwed up the account was he advised for me to wait until a week after and miss out on the benefits of having the phone ordered while the pre-​order your phone promotion was going on, I regret going here !! Finally ended up in another store in SD who fixed all the mistakes this tenrec ulna store made the manager should move aside and let someone who knows what they are doing do the right thing, even after we thought we where in the clear the store we went to told us that we where not informed on what we needed to do when returning back our old phones since we where jump customers and by not turning off certain features it would have voided our jump service I blame the management since they are the ones whom hire them. With that said I will find my worst enemy’s or someone that I would really dislike and some how lead them here
so that they can make their life miserable

Got great service here from a manager who was able to resolve our issue, and even improve our business plan to lower our bill. He took care of us after we had problems at the Lake Elsinore location.

We went today to switch my aunts number from Verizon to T-​mobile. They were experiencing some technical issues and even though we had to wait and came across some issues, we still got a phone and they were very professional and apologetic to us. Nothing was their fault at all but we greatly appreciated everything they did and recommend them %100! Thanks Steven!

I love this store! The store is set up perfectly and the customer service is outstanding. There is always parking close to the store.
They offer deals on accessories. I bought 2 accessories for our iPhones and got the 3^rd one free.
Their prices are competitive and with Tmobile buying out your contract you cannot go wrong. Also you don’t have to worry about a 2 year contract.
They offer a loaner for a week at no charge so you can try out their service and know what you’re getting into. I cannot wait for the iPhone 6 to come out.
Bryan and Steve are great and no reason to go to another store.

I don’t know if this is a company store or not, and I don’t particularly care. I couldn’t get a problem solved by going through 5 different channels to get «the company» to fix a problem I had. THIS STORE, and Steve R. specifically listened to my concern and decided it was more important to fix a tiny issue than it was to make me feel like an idiot or lose a customer for life.
I spent, no joke, over 4 hours (between 5 different days) trying to solve a problem regarding a refund on an account that couldn’t be used the way it was intended. At that point, it wasn’t about the money. The customer service was spotty at best online and on phone with Tmobile on my case, but the customer service given by Steve (the manager) was spot on!
I expected to rant and yell. Instead I was pleasantly surprised when Steve diffused a hot situation without drama. He refunded a menial amount of money and took care of a customer that never even produced a dollar of revenue for the store. It’s this type of service and support that I used to love when I had service with T-​Mobile. It’s this type of service that is lacking in MOST of the telecom stores.
I can’t say enough good things about the way Steve handled the situation. He just didn’t care to make me feel dumb or flex his muscle on me regarding restocking fees and other stuff. I get the feeling this guy really does take his job seriously and he cares about the reputation his store and the brand they represent is putting out there.
I don’t give praise easily (see my other reviews for proof of that in most cases). This manager deserves it. Additionally, there are other star employees at this location. Sure, occasionally you get the green/​rookie kid, but if you have a legitimate concern or question, that can and will take care of you.

Summary: I recently had the pleasure of shopping for a new phone at this clean and well organized store. This one did have constant traffic, but nothing they couldn’t handle.
This Location: I just wish it wasn’t on the corner of Ynez and Winchester, hard to get in and out with constant traffic especially when the 15 highway is less than a block away.
Staff: Steve took the time to go over all the plan and phone details with me to make sure I got exactly what I wanted, AND he insist on setting everything up so that I don’t have to deal with the hassle later.
Overall: Traffic wise was a minor setback but I would rather be stuck in traffic than deal with Tmobile inside Promenade Mall.