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February 2024 by J D
Does not answer phone during biz hours
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December 2023 by Juan Fidel Larrañaga
Hello, the managers did not honor the promotion of iPhone 15's, and would only allow Iphone 14's. Through buyer's remorse, we returned the phones after several visits and calls to 611. Thank you
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December 2023 by Melissa Wilson
Wanted to give a shout out to Max for helping us out this past Sunday. We went in to bring our lines back from at&t and even though it was an extremely frustrating situation he helped us out and was kind and patient throughout the whole process. Great customer service is hard to find so when I see it, I try to give recognition. Thanks Max, we truly appreciate customer service like yours.
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November 2023 by Clarival Alvarado
I came in for a simple device upgrade ; after denying all there free iPads and watchs we finally proceeded with my upgrade ; at the very end of transaction the only guy there with a beard and Indian accent handed me 2 sims cards ; I was confused as I didn’t add lines ; he then said it was a promo and T-Mobile gave me 2 free lines ; I found it very unusual and he couldn’t seem to explain himself ; so I got home and called customer service turns out he changed my plan of 2 lines to a new promo they have of 4 lines for $100 ; after I specified I didn’t want to change anything on my account he still did and did not notify or explain anything to me ; he forced it upon me ; I found out by calling customer service and they explained everything he did ; very unprofessional; they are not free lines as I am paying for them still ; luckily I had 2 other numbers on metro pcs that I ported over to fill those 2 lines in ; if I had not had those 2 I would of been with 2 lines I did not need …. Explain to your customers what you are doing instead of just doing it and not saying anything I know sales is a pressured job but this isn’t the way to do it ; although it turned out to be ok it still should have not been done this way he should of told me about the promo and what it could do for me instead of calling customer service and changing my plan and not telling me until I called myself and found out ; the deal was good but I would of preferred he tell me instead of just doing it ; I lost my free Hulu and I lost my hd streaming
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November 2023 by L Loray
just called with a question about getting a new phone and the guy basically said he couldn't help me, I have to come in. Then said I'm with a customer. I ended with, well, I won't be coming to this store.
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October 2023 by Gary Gutierrez
At first, just for them to get your attention they will offer you all kinds of things including the fix amount you have to pay plus the freebies etc. and yet after your very first billing statement you'll see all this additional charges that were not explained to you when getting a new phone.Totally different when you call customer service versus going to the store to complain about the extra charges. Store staff will not make an effort to explain and be transparent about everything. they will keep going around circles to lure you and believe that everything is correct. Everything's changed at that point versus when you first went to the store for a phone upgrade. What a shame!Call customer service and surely they will work with you and serve you well. I'm totally disappointed with their actions as a customer for 10+ years. Do not go to this store! and I will report them to Better Business Bureau.
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July 2023 by Lourdes Supangan
Very unpleasant and dissatisfied experience! This is the very first and only review I have made in my life. Not the product but the service from Davon. And he is the Manager? He does not represent the T-Mobile I know and been happy with for the past 13 years. First, he provided us a trade-in of $350 for my son’s phone, if we get it fixed. We had the phone fixed and returned to Davon, but now the trade-in is only $250, not $350 as he had initially told us. Per Davon, he misread our plan. No apology. No customer service at all. As I just wanted to get it over with, as we’ve been there for over an hour now and get the phone for my son, we proceeded with the transaction. Davon then said that we get free iPad & free accessories then gave me what my total monthly bill would be. Davon informed me that if sign up for Autopay, I will get a $20 monthly discount on my bill. I signed up. We went home and I got a text from T-Mobile that my monthly discount is only $15.00, not $20 as Davon had told us. By this time, I am already very annoyed at being misinformed twice. I went back to the store to talk to Damon and told him about the text I received from T-Mobile. The text from T-Mobile was wrong and that he had already explained himself and he doesn’t need to explain himself again. Straight from a Manager!
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June 2023 by Emlin Hovsepian
Great customer service! I needed a hotspot device asap and it was past 8pm. This spot was the only store open even past business hours.if you ever stop by thisbplace ask for Max, hes very knowledgeable and quick on his feet.
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June 2023 by Ash Saribekyan
The worst service I got in my lifeProvided me wrong information wasted my time.
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April 2023 by Marleth Martinez
Amazing customer service ! I was very impressed with the service provided. We went in for 1 phone & came out with 2 since he convinced us. Very nice young gentleman helped us out alot! This will now be my go to store . Keep it up guys
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February 2023 by John E.
Omar!!! Thank you for your help and assistance. Very professional and extremely knowledgeable. Had issues getting text messages from T-Mobile system and he was able to get a phone from store add my SIM card to help receive messages. That allowed me to sign into t mobile app. Get my phone going again and he didn't mind staying till a little after 9pm on Saturday to make sure I got things going right. People like Omar make doing business with T-Mobile effortless. Will only continue to do business with their T-Mobile here at the Eagle Rock Mall. Best location ever and not to mention extremely clean and spacious.
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December 2022 by Alejandra Salido
Got in there 10 minutes before closing the guys were super nice and there service was amazing, Cody thanks man we appreciate your work and your customer service!!!
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July 2022 by Mary M.
I went in this afternoon and I needed to change my pin so I could close out an account. The manager (Gustavo) helped me and he was super patient, even though he had to make four different phone calls. Service was great! Would recommend and will be back.
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June 2022 by David M.
I called like three times to see if they had something in stock and hung up! They're horrible!!!!
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March 2022 by Maria M.
Shalinelily whatever associate name it is. Jesus Christ your voice is as miserable as your attitude and face. You likely have a bad day every day! You decide to be miserable everyday! Also You're likely hangry! Or you think you're the Queen of Some country but don't want to work hard for it! Worst customer service! Couldn't help me upgrade with a trade in! On the way home I called 611 and they said the trade in shouldn't be an issue as long as the phone is working, no cracks on the screen, no water damage! My phone met all criteria for trade in! I was waiting for my child to get off school at south Pasadena close to the T-Mobile store. 611 told me to try at the store in south Pasadena. Associate and manager at south Pasadena were able to help me out! Upgraded the phone the same day with them with trade in. 20 mins in and out the store! They transferred all data!
