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October 2023 by Stephanie S.
Was helped by Timothy. He was very personable and helpful. I came in with my phone not working and another store had only recommended buying a new phone without looking into other options or fixes. I immediately went to this store and within 30 seconds Timothy fixed my phone.
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September 2023 by Javan P.
I give this location 5-stars and a "double half-shaka" I walked into this store expecting the standard treatment from a mall based cell provider shop. The store was light, bright and clean. The temperature was very comfortable, not too cold. The atmosphere was upbeat and customers were coming and going. Lots of positive vibes and happy customers at this location. All of the employees that I interacted with were very pleasant, friendly, professional and helpful. "Tim P." went above and beyond to provide stellar customer service and take care of all of my fairly complex requests... (open a new business account, port a line over from Verizon into that new account and then migrate 8 other lines from my personal account into that business account, pay off four phones and then order 4 more) the entire process took a while, but Tim stuck it out and got it done, even working with Verizon to avoid any errors in the line being ported over, and while carefully guiding me along the way to make sure I made the best decisions and captured all of the discounts and credits that were available to me. I am pretty sure he worked right through his lunch to take care of me. In contrast, on this visit to the mall, I also stopped by the Verizon store to get information about business lines. The store was empty - dead - with one sleepy guy working in there - his fingernails were all chewed up, on each and every finger - like down to bleeding kine... was gross. Verizon couldn't help me or themselves, the guy couldn't get his computer to work, I wasted an hour while the little wheel was spinning on his computer... waiting to see if he could get somewhere. Failure. He recommended I call Verizon customer support - they wasted my time for another hour. At one point the guy almost had it done and then asked to put me on hold... the phone started ringing and I suddenly was talking to a new person who knew nothing about what we had been working on for the previous 25 minutes... I got to start over from scratch with a new person, re-explain everything and provide all the required information all over again. Yay for me! In this day and age every cell provider has pretty much the same service, very similar promotions and incentives, especially around new product launches (like right now: iPhone preorder week). The biggest differentiator are the people; this T-Mobile location has some great people. Tim was extremely knowledgeable about all things T-Mobile, both technical and billing. Do yourself a favor and ask for Tim if you visit this location.
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September 2023 by Angelica Guerrero
My mom hates going here because the workers are always so rude. She went to upgrade her phone and they made it seem like she was bothering them even though there was no one on the store. So she left and went to Waianae T-Mobile and they gave her great service. Wish she could have gotten it taken care of at the first location!
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August 2023 by Raechel Averett
T-Mobile is great. Staff is very knowledgeable and nice. The coverage is great on the island.
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July 2023 by Waii Brown
Timothy & Kelii were the best mobile experts I have received help from at T-Mobile for years. I walked in 30 mins before closing and I didn’t feel rushed or an inconvenience. They were so kind, patient and very helpful with my situation and was able to assist me the best they could. Although I didn’t get the resolution I wanted, they were able to provide me a temporary alternative. So thank you so much Timothy & Kelii ??
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May 2023 by Jennifer Candelora
I was just there but I forget their names. I think Tim and Dennis! Anyway they were super helpful. Came straight to the incoming customers. Super patient and respectful. 100 stars!!
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April 2023 by Blasyn V.
I went in on a Thursday to add a line from another carrier and get a new device. Employee says that I can't open another line with the plan I have and that I would have to open a new plan that's 3x more than what I'm paying. I said no, there should be a way to add another line. Why all of a sudden I can't add a line. I then proceeded to call customer service instead. Was on the line with CSR for almost an hour only to tell me that I will need to go in the store to process the transfer and that all the notes needed to resolve my issue is in the account and keep the plan I have. I then proceeded back to T-mobile and told them the rep said everything should be in the notes and all I have to do it transfer the line over and the plan should not change. Employee tell me sorry, they still can't process it with my plan. The supervisor then says it looks like there's a specific way I need process this but give him 5 days to try and process it. He will call me back. 5 days passed and I didn't get a call. I call their store and apparently he's not working and will be in the following day. The following day goes by and still no call back. 7 days had passed since my visit and I call in the afternoon to speak with the manager and the girl employee tells me "oh he should be calling you soon and that she left him and email about it". Still no call back. I call around 6pm, girl employee says he's with a customer and to give him 5mins to call me back. It's now 8:50pm and no call back. I call store once more and the girl employee answers again and I ask for manager and she says to give her 2 seconds. It's now 9pm and I have been waiting on the phone for 22mins. Mind you store closes at 9pm. No one picks up the line and it seems everyone went home and left me on the line waiting. I have never ever been treated with such poor customer service and to make me wait on the phone and forget about me as you all left for the day. That is what really ticked me off. So now, I will have to make a complaint with their district manager or someone higher up to deal with their incompetence and beyond poor customer service. Never ever going back to this location and will never recommend to anyone.
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March 2023 by Mike Ingle
The staff was absolutely fantastic. They helped so much on my personal and business account.They made sure to take care of me all the way through.Much ❤️ & I am bringing them an oatmeal infused coffee next time I'm in the area.
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March 2023 by Harold Bray
WHEN PURCHASING INSURANCE FOR YOUR DEVICES/CASES,ETC,ETC. BE SURE TO ASK ABOUT WHAT TO DO WHEN YOUR PHONE GOES OBSOLETE NEXT YEAR AS FAR AS OBTAINING SIMPLE THINGS LIKE SCREEN PROTECTORS OR PHONE CASES FROM OTTERBOX.BIG RUN AROUNDS IF YOU DONT KNOW!
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February 2023 by destiny smith
Timothy was very friendly, professional & helped me fix my phone within 5 minutes. He answered all my questions and made sure that my phone was perfectly working before exiting the store! I loved his service!
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February 2023 by Emily Sula
Excellent customer service
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December 2022 by Cindy R.
At first a worker approach me to take my information and told 2 people was in-front of me, I have been waiting with my family for more than one hour, we decide to ask if they called me before, his answer was we are slow, then I decide to wait at store, 3 employees have been helping 1 family 2 employees. Unacceptable
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September 2022 by Maile C.
I've visited this location a few times this past year and Kelii has always been helpful when he's working, but lately I've been "assisted" by women who don't even listen to what I'm saying and interrupt me by saying I need to call customer service. I would list their names but honestly the interaction with them was so quick and rude that I didn't even catch a glimpse at their name tag. If it weren't for Kelii I probably would've switched to another carrier entirely. But I don't think I'll ever visit this location again unless he's working /: really disappointing that the service isn't the same throughout the store.Edit because I forgot to add this information in: one of the last times I came in the woman who greeted me lied to my face and told me I needed to approve a COR once my primary account holder "started the process" and told me to just come back once that finishes. Made me wait for customer service only to be told that I didn't need to do anything?
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September 2022 by Harriet Iaela
Great Customer Service! The Representative knows his Sales! Thank you! for helping my Sister and her Daughters.
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July 2022 by Jules G.
Staff stands around and isn't very helpful. Inventory isn't stocked unless its the current new devices and they do not actually know the products. Doesn't properly access accounts, noticed that while talking to the staff and is very quick to write down personal info on a sticky note to be used..I guess instead of the computer that's right there..
