-
March 2024 by Kihui K.
I'm old school so I had to go to the store to get help with a new phone. I got lucky, Manny is amazing, he helped me with all the process, and 1his customer service is awesome.
-
February 2024 by Brooke S.
Just stopped in to get my Apple Watch and Alejandro was super helpful. He explained the different Apple Watches (without being pushy) and I felt very comfortable making the choice on which watch was right for me. Thank you for your great customer service, Alejandro!
-
February 2024 by Ernest M.
Been a customer for over 12 years now. The store was pretty slow during mid day so service was easily accessible. Parking here is a pain usually but i caught a break two blocks down so it was not hard to park. I had some questions about my bill. They answered my questions without problems. This store can get busy, so if I was you make sure you can book an appointment especially at night so you can get a head of the crazyness. Good visit overall.
-
February 2024 by Sam Harb
Great place to buy a phone.
-
February 2024 by Diana Strzalka
I called T-Mobile and I was told I could return my rented cellspot booster box at a store.Two weeks ago when I was near the Burbank California store, I stopped in and double checked about returning it there.The service guy didn’t just say yes. He took my ID, looked up my account and assured me I could drop it off.A week later, yesterday, I brought it in to drop it off. The service guy again took my ID and scanned the device and typed everything in the system. But he couldn’t complete the return.In the end, he said, “nope.” He said I can’t drop it off at the store.Instead, he told me to log in, print out a label and bring it to a UPS store.I said, “nope.”I said I’m leaving it here with you to take care of. I told him I triple checked with T-Mobile and I was told I could drop it off.The service guy said he will not hold it or take care of it. He said he is not taking responsibility for it.I left the box at the store despite his dire warnings that the store will take no responsibility for it.Later, I got a text that this Burbank T-Mobile store is sending it back to my house instead of accommodating me and simply apologizing for the mix up and sending it straight to the T-Mobile return center.Can you believe these men?Did they treat me badly because I’m a woman or because they don’t know better?Later that day, I called T-Mobile to report the incident. At first, the call center person said she would notate the incident on my account.Then I asked her what is she going to do? I asked her if she would reach out to the store, report my complaint and stop them from mailing it back to me. The T-Mobile phone center service clerk agreed to call the store as long as I stay on hold with her. When she finished with the phone call to the store. she told me the store employee will send it to the return center but she admonished me that if anything happens to the product during shipment or if it gets lost, I would be liable for it. How dare she say this to me. That’s crazy.I told her she insulted me and I told her I reject any further liability for the product, according to my rules.How is it possible for a business to write all the rules and the rules only favor or protect the business?Since I am part of the 2-way relationship, I can write my own rules. And I say, T-Mobile told me 3 times that I can drop off the box. I dropped it off. There were 7 or 8 men in the store to take care of this box and send it, if necessary, to another T-Mobile site. Period.Those service guys at the Burbank T-Mobile store didn’t apologize to me for the wrong information. The person on the phone didn’t apologize for the wrong information. They both only admonished me with the statement that I bear all responsibility for the box if it gets lost or damaged.The T-Mobile phone center said I can call the local store and complain to a store manager. You know what’s wrong with that? Too many of the employees are titled “manager” so what good would it do to talk to any of these young men? They’re the ones who made the mistake and they don’t care.In the grand scheme of things, this is a minor incident. But to me, it reflects lack of accountability, lack of respect and basic fairness.
-
February 2024 by LYUDMILA Sarkisyan
I’m very happy to meet Eduard in T mobile store. Professional, knowledgable. Will back again and again.
-
February 2024 by Diana S.
I called T-Mobile and I was told I could return my rented cellspot booster box at a store. Two weeks ago when I was near the Burbank California store, I stopped in and double checked about returning it there. The service guy didn't just say yes. He took my ID, looked up my account and assured me I could drop it off. A week later, yesterday, I brought it in to drop it off. The service guy again took my ID and scanned the device and typed everything in the system. But he couldn't complete the return. In the end, he said, "nope." He said I can't drop it off at the store. Instead, he told me to log in, print out a label and bring it to a UPS store. I said, "nope." I said I'm leaving it here with you to take care of. I told him I triple checked with T-Mobile and I was told I could drop it off. The service guy said he will not hold it or take care of it. He said he is not taking responsibility for it. I left the box at the store despite his dire warnings that the store will take no responsibility for it. Later, I got a text that this Burbank T-Mobile store is sending it back to my house instead of accommodating me and simply apologizing for the mix up and sending it straight to the T-Mobile return center. Can you believe these men? Did they treat me badly because I'm a woman or because they don't know better? Later that day, I called T-Mobile to report the incident. At first, the call center person said she would notate the incident on my account. Then I asked her what is she going to do? I asked her if she would reach out to the store, report my complaint and stop them from mailing it back to me. The T-Mobile phone center service clerk agreed to call the store as long as I stay on hold with her. When she finished with the phone call to the store. she told me the store employee will send it to the return center but she admonished me that if anything happens to the product during shipment or if it gets lost, I would be liable for it. How dare she say this to me. That's crazy. I told her she insulted me and I told her I reject any further liability for the product, according to my rules. How is it possible for a business to write all the rules and the rules only favor or protect the business? Since I am part of the 2-way relationship, I can write my own rules. And I say, T-Mobile told me 3 times that I can drop off the box. I dropped it off. There were 7 or 8 men in the store to take care of this box and send it, if necessary, to another T-Mobile site. Period. Those service guys at the Burbank T-Mobile store didn't apologize to me for the wrong information. The person on the phone didn't apologize for the wrong information. They both only admonished me with the statement that I bear all responsibility for the box if it gets lost or damaged. The T-Mobile phone center said I can call the local store and complain to a store manager. You know what's wrong with that? Too many of the employees are titled "manager" so what good would it do to talk to any of these young men? They're the ones who made the mistake and they don't care. In the grand scheme of things, this is a minor incident. But to me, it reflects lack of accountability, lack of respect and basic fairness.
-
January 2024 by Angela K.
I came in to get upgrades for two iPhones to the new Iphone 15. Arin was a big help. He was not only knowledgeale but very honest about what we needed. He took his time to patiently explain all of the ins and outs about the deal for the upgrades, and helped us save money! The store was really busy but everyone at the store was very nice and helpful. I highly recommend anyone needing help to go to this store.
-
January 2024 by Jessi K.
I'm using t-mobil 5 years, It's good experience today, Joey is the best ever! He knows well plans, deals and policy, so helpful and i got new line safely.
-
December 2023 by Christie Mccarthy
I WISH I COULD GIVE THIS STORE 0 STARS! DO NOT GO HERE! BEWARE.My fiancé & I came here mid - late September because I had told my fiance that T Mobile had a deal for a “free new iPhone 15 with a new line” & we went in to inquire. We found out while we were there, he was still paying off his phone with AT&T & we told ART the sales rep that we needed a few minutes to go NEXT DOOR to AT&T to see if it even made sense to pay off the phone & switch to T Mobile. Art, with his SLIMY “friendly charisma” was like, “Oh, before you go, let me start the process on making you an account so when you come back all we have to do is process the payment & you’ll be out of here! :)” So then, we filled out his tablet & my fiancé headed over to AT&T & I stayed at T Mobile because I didnt feel like going over there.While my fiancé was at AT&T Art got WILDLY inappropriate. He started asking me questions that began as friendly conversation & moved into FULL ON CREEPER TERRITORY.He began: “What do you do for work?”Me: “Social media”Art: “What KIND ;) of ‘social media’???”Me: “Comedy & modeling”Art: “Can I see ;)??????!!!!!”Me: “Uh.. you don’t want to it’s cringey.”*Me starting to look physically uncomfortable*Art: “That’s okay.. ;) I’m just curious! Can I look???”*Art begins to pick up my phone**I take it back & unlock it myself*“It’s just like weird trends I don’t know”& I pulled up my TikTok account- to which he IMMEDIATELY grabbed my account phone & started scrolling through my account saying“Niiiiice… ;) Niiiiiiice.. Niiiiiiiiiiiiiiiice” under his breath smirking.I quickly grabbed my phone back & I was like “Ok umm.. I’m gonna go check on my fiancé next door. It’s taking too long.”& I thanked him & scurried off because I was SO UNCOMFORTABLE.*BEING A WOMAN IN A PUBLIC SPACE IS SO HARD TO NAVIGATE & im SURE I could have done more to deter him, but I have issues with confrontation & I didn’t want to cause a scene in the middle of the store- ESPECIALLY if I thought he was helping my FIANCÉ with a deal on a device.*Turns out, when I got to AT&T the guy was telling my fiancé that he took advantage of an upgrade deal less than a year ago, & if he were to cancel his AT&T plan that day, & pay off the phone, that credit would be void & he’d end up having to pay off the FULL PRICE remainder of the phone (instead of the $3 per month he was paying it off).We went back to T Mobile to let Art know & he seemed to “handle it well.” We asked him, “Is there anything we need to do to cancel that account he started?”Art replied, “No, but we don’t do cancelations in store anyway. But you don’t have to do anything!” :)We were like: “Are you sure..?”& Art replied, “Yeah! You guys are good to go! But, if you want to make sure, you can call T Mobile’s customer service line to check!” *He wrote down a phone number on a piece of paper* & handed it to us. His buddies (fellow store reps) nodded their heads smiling & played along.We thanked him for his time & left.We walked out the door & we dialed the number.. IT WAS THE AT&T CUSTOMER SERVICE CANCELATION LINE!!!!!!!!!!WHAT. A. TROLL!!!!!!!!!! Whatever. We let it go. We accepted we had been trolled. We didn’t go back in because we just thought it was a “harmless” prank - other than when we was making me uncomfortable. We let it go.2 MONTHS LATER, we get a letter in the mail FROM COLLECTIONS!!!!!!!! SAYING WE OWED $200 ON THE LINE ART OPENED FOR US THAT DAY. ARE YOU KIDDING ME?????? WE NEVER USED THE LINE BECAUSE WE DIDNT KNOW IT EXISTED.To make an even longer story short, it’s been a BACK & FORTH FOR WEEKS NOW between going in person to the NORTH HOLLYWOOD STORE (because I’ll NEVER return here) & calling customer service having to explain this story over & over again. It’s been a HEADACHE to say the LEAST.ALL because an employee was BUTT HURT we didn’t end up buying his phone so he decided to scheme to get his commission SOMEHOW.HOW MANY PEOPLE HAS HE DONE THIS TO??? HOW MANY PEO
-
December 2023 by Christie A.
I WISH I COULD GIVE THIS STORE 0 STARS! DO NOT GO HERE! BEWARE. My fiancé & I came here mid - late September because I had told my fiance that T Mobile had a deal for a "free new iPhone 15 with a new line" & we went in to inquire. We found out while we were there, he was still paying off his phone with AT&T & we told ART the sales rep that we needed a few minutes to go NEXT DOOR to AT&T to see if it even made sense to pay off the phone & switch to T Mobile. Art, with his SLIMY "friendly charisma" was like, "Oh, before you go, let me start the process on making you an account so when you come back all we have to do is process the payment & you'll be out of here! :)" So then, we filled out his tablet & my fiancé headed over to AT&T & I stayed at T Mobile because I didnt feel like going over there. While my fiancé was at AT&T Art got WILDLY inappropriate. He started asking me questions that began as friendly conversation & moved into FULL ON CREEPER TERRITORY. He began: "What do you do for work?" Me: "Social media" Art: "What KIND ;) of 'social media'???" Me: "Comedy & modeling" Art: "Can I see ;)??????!!!!!" Me: "Uh.. you don't want to it's cringey." *Me starting to look physically uncomfortable* Art: "That's okay.. ;) I'm just curious! Can I look???" *Art begins to pick up my phone* *I take it back & unlock it myself* "It's just like weird trends I don't know" & I pulled up my TikTok account- to which he IMMEDIATELY grabbed my account phone & started scrolling through my account saying "Niiiiice... ;) Niiiiiiice.. Niiiiiiiiiiiiiiiice" under his breath smirking. I quickly grabbed my phone back & I was like "Ok umm.. I'm gonna go check on my fiancé next door. It's taking too long." & I thanked him & scurried off because I was SO UNCOMFORTABLE. *BEING A WOMAN IN A PUBLIC SPACE IS SO HARD TO NAVIGATE & im SURE I could have done more to deter him, but I have issues with confrontation & I didn't want to cause a scene in the middle of the store- ESPECIALLY if I thought he was helping my FIANCÉ with a deal on a device.* Turns out, when I got to AT&T the guy was telling my fiancé that he took advantage of an upgrade deal less than a year ago, & if he were to cancel his AT&T plan that day, & pay off the phone, that credit would be void & he'd end up having to pay off the FULL PRICE remainder of the phone (instead of the $3 per month he was paying it off). We went back to T Mobile to let Art know & he seemed to "handle it well." We asked him, "Is there anything we need to do to cancel that account he started?" Art replied, "No, but we don't do cancelations in store anyway. But you don't have to do anything!" :) We were like: "Are you sure..?" & Art replied, "Yeah! You guys are good to go! But, if you want to make sure, you can call T Mobile's customer service line to check!" *He wrote down a phone number on a piece of paper* & handed it to us. His buddies (fellow store reps) nodded their heads smiling & played along. We thanked him for his time & left. We walked out the door & we dialed the number.. IT WAS THE AT&T CUSTOMER SERVICE CANCELATION LINE!!!!!!!!!! WHAT. A. TROLL!!!!!!!!!! Whatever. We let it go. We accepted we had been trolled. We didn't go back in because we just thought it was a "harmless" prank - other than when we was making me uncomfortable. We let it go. 2 MONTHS LATER, we get a letter in the mail FROM COLLECTIONS!!!!!!!! SAYING WE OWED $200 ON THE LINE ART OPENED FOR US THAT DAY. ARE YOU KIDDING ME?????? WE NEVER USED THE LINE BECAUSE WE DIDNT KNOW IT EXISTED. To make an even longer story short, it's been a BACK & FORTH FOR WEEKS NOW between going in person to the NORTH HOLLYWOOD STORE (because I'll NE
-
November 2023 by Luis M.
Art Sent me to collections this is a scam 100% I never opened a account and they claimed that I did!!! Called customer services and opened a case against this individual!!!! They are trying to charge me $200.00 for a account I never opened!!!!
-
November 2023 by James Asprer
I did not see a single smile from any of their employees and was not even greeted warmly when I entered.Manny, the manager, was very rude. I spoke to him about an issue I had called tech support about the night before, and they told me I needed to go to a store to get help. Before asking to talk to him, another agent in the store had told me there wasn't anything they could do to help me.I was visibly frustrated with the issue while I was talking to him since I was told on the phone that there shouldn't be any issues when I went to the store to ask for help, but not once was I rude to him. I explained to him what happened and how they told me to go to a store as the next step in resolving the issue. Then i asked if there was any way that he could please help me. He spoke very condescendingly to me and kept repeating that it was an issue that tech support should have been able to address through the phone without any problems and that he couldn't understand why they didn't. He kept insisting that there wasn't anything he could do. At the very end of the conversation, he finally gave a possible solution, then turned his back on me without a word, walked to the back office, and shut the door. I wasn't sure if I was waiting on anything or if he was done because he didn't say anything. He just left me there.Such a waste of time and effort visiting this store and not being able to get help for services I'm paying for! I will never return to this store again. Don't waste your time with them.
-
October 2023 by M T.
My T-Mobile phone died out and I took it to this T-Mobile. My phone was old and needed to be upgraded. The sales person suggested a phone and the purchase was made. He helped me transfer data from the old phone to the new phone. Since my husband had the same brand of phone he came in and had traded his phone on for a new phone. When all was done, we took our phones and the boxes they. came in and left. Once we got home we needed to charge our phones. When I found the cable, I plugged tried to plug it in but it didn't fit. My husband's cable did fit, so I used his to charge my phone. The next day, I took the took my phone box and cable back to this outlet and showed them the cable. It wasn't the same salesman. Two sales clerks said it couldn't be the cable that was in the box. Now, it's not the cable that disturbed me. The treatment by the two clerks was demeaning. As they spoke to me, one of them rolled his eyes as though I was lying. They both then acted more rude but I eventually I got another cable replacement. Never again at this T-Mobile.
-
October 2023 by Lizzie G.
just want to give a huge shoutout to Maui and Joey! they were so helpful and helped me regain access to my eSIM after i accidentally deleted it. they knew what the issue was and fixed everything in under 30 minutes. literally angels sent from heaven. if you go to this location just know you're in good hands! efficient workers and great customer service.