Why all the bad reviews?! I've been to two locations on island and one back on the mainland. This location has THE BEST customer service I've experienced at any store. Ever. We were on the fence about transferring from Verizon to TMobile. We didn't want to sacrifice service for price, but we were happy to sacrifice service for GREAT customer service. We worked with Rhegi, who was patient and personable and kind. I suggest you ask for him while he's still there (or follow him to the new TMobile in Kapolei)! He's the sole reason why we switched carriers! read more

I experienced the worst customer service from T-Mobile for the first time last week. My boyfriend called over 6 locations inquiring about the iPhone 11 and iPhone 11 Max Pro. Nahoku, which was the manager answered and advised my boyfriend that they had just 1 iPhone 11 in black 128gb. We showed up to this location, and mind you it was a far drive for us, and walked in. An employee, a younger male, came up to us and asked us what we wanted, we advised him that we wanted to get the iPhone 11. He said "oh we may or may not have the iPhone 11 in stock." I'm thinking ok great can you assist us or double check if you have it? He stood there and stared at me and my boyfriend. So I said "well can you check if you have it in stock because we called this location to see if it was available before driving here." There was also another female associate, I forgot her name but I knew she was new because she asked someone for help for every question we asked her. The male associate comes back and says "we have 1 more black iPhone 11 in 128gb" and I knew that already because we called. My main thing is, check before you assume what you have in stock. That was our whole point of calling the store and driving there. I said I wanted to get the iPhone 11. The female associate helped us. She told us all the info about the phone and what my plan covers. It took a while for her to figure out if I had to pay any amount or if my plan covers the tax or the phone or something in that sense. Took about almost an hour for her to figure it out and to get the phone started. She offered a screen protector which I got and she put it on the phone as well. I specifically told everyone there that I need all my photos, contacts, apps, and so fourth because my phone was already backed up and all that info is important to me especially for work and personal reasons. They kept saying yes it will be transferred to the new phone no problem. I'm thinking, "great, this should be quick." The last time I got an upgrade the T-Mobile location in Kunia was quick and easy, amazing staff. So I'm waiting for another 30 mins for the girl to set everything up and what the most annoying thing was she kept advising me to put in my passcode and passwords for Apple ID. she told me I'll only have to put it in once and she'll take off the passcode until I got my new phone. I wanna say I put in my passcode over 20x. While this is happening me and my boyfriend met the manager which was Nahoku. He was super friendly and has excellent customer service, it was obvious he was a manager. There was also another female manager her name was Channel I believe. She was around and roaming around the store. They advised us to come back and they will call us when the phone is done transferring all my info into the new phone. Mind you, we were already 2 hours in. We left T-Mobile to look at Ross which is right outside this T-Mobile location. We left for about 30-40 mins and came back because no one called and they were closing in half an hour. We came back at 8:30pm and the female associate who was helping us advised that she'll check up on the phone and it STILL WASN'T READY. Why was it taking so long is my question? When the Kunia location took only 20 mins to process all my info to my phone last time I upgraded? The manager Channel came over and told me, "this never happens to me, I'm not sure why it's taking so long." I'm thinking, "well ok... figure out a solution because I'm almost 3 hours in and my phone isn't ready!" I didn't say much to her because I had a long day at work and just wanted to get home. I thought getting a new phone would make up for such a bad day I was having. But unfortunately not. Channel advised it would take another 20-30 mins to manually insert my photo and videos. I was already so upset at this point because for 1, they close in 30 mins and I don't want to be that customer who's keeping everyone there because I've worked in this environment before. And 2, I wasn't sure if that meant they'd see all my photos, which I am highly uncomfortable with. I asked Channel what my options were and she said I could either keep the phone and back up my new phone to iTunes and from there I could transfer my info to my phone or something. I asked her what if I just kept my old phone and not take the iPhone 11 anymore... at this point I'm so upset and just wanted to leave. I could care less if I got the phone or not. Channel said I could do that as well. I ended up keeping my phone... but what upset me more was that I got no apology for everything that happened. I wasted my time for over 3 hours without a new phone. And I got no explanation why I had to wait so long and why my info was taking forever to transfer when I've done it before in 20 mins with another location. Never going back to this location, I feel like the staff needs to be trained better and try to explain to customers what exactly is going on and not assume we know how everything works. read more

Don't even waste your time coming here. The only good worker here is Logan. I recently got my wife an iPhone 6 and it was acting up (wasn't charging). Got the phone at a kiosk at the NEX. Us thinking, T-mobile is T-mobile wherever you go, so we stopped by this store to see if they can serve us some wonderful customer service. Mr.Logan says the phone is within the time frame to do a straight up trade, all we had to do was go home, get the receipt, come back and do a switcharoo. No problem. But, we decided to take our time, go have lunch, do something else, then go home for the receipt. We come back to the store with receipt in hand, turns out, another associate says we can't do a straight up trade because we got the phone from a third party. Now, I have no clue what goes on in the retail field. but, shouldn't that be one of the first questions you ask a customer in this type of situation? "Where did you get the phone from?" SIMPLE RIGHT? What makes it even more unprofessional, is that the young lady went to double check with her boss who was right there behind a desk, she asks him and he replies to her "What do you think?" as if it's a rhetorical question. It doesn't hurt to double check with the bossman. Bossman, you gotta show some respect to your associates. This location needs to shape up. Save your time and go somewhere else. Mahalo read more

Emily is the best!!!! I usually go to the Mililani store but decided to stop here. She was super friendly and made me feel comfortable!!! And no wait AT ALL!!!! read more

Excellent customer service provided by Jazmine! She helped my senior citizen uncle to transfer his phone service from Verizon to T-Mobile. Verizon was charging him $60 a month, and T-Mobile charges him $20 a month! What a savings! He doesn't use the phone much, and $20 is reasonable for someone who hardly uses his phone. He also got to keep his phone number which he had for over 20 years! Jazmine was patient, friendly, and professional. My uncle has the beginning stages of dementia so he couldn't remember his PIN number from Verizon which was needed by T Mobile to transfer the account. Jazmine patiently waited while we were on the phone trying to reset a new PIN for him. Once we were given a new PIN, Jazmine worked her magic and did the transferring with efficiency. I enjoyed her great attitude and also called one of the T Mobile Store managers (Logan) to commend her for her service. read more

I will agree to the past reviews mentioned, customer service in this store does need some work. When I first walked into the store I was greeted with open arms. they all in harmony sang "hi welcome to T-Mobile!"....yet my complaint about this is even with this wonderful welcoming...it took maybe 2-3 minutes for someone to actually talk to me about my visit. Granted, the store was slightly busy, but I couldn't help but notice a manager (I would assume since he was hovering over some representative with his phone) just stare at me like I wasn't suppose to be in there. But that's pretty pish posh compared to other services I got else-where. I think what really bothers me about it is from the moment I walked in the door I felt welcomed. Then in a matter of minutes felt unwanted by a blank stare to the face. I would recommend being a little more attentive t-mobile. But anyways, i was finally addressed after an awkward stare down by this tiny spunky girl named Gina. She's a pretty upbeat girl you can't miss her. She approaches me and warmingly asks what brings me into the store today. Off the bat i didn't know if that was her putting up this act or was this really how she treats her customers. But working with her further she definitely is all around a loving individual. Further more, I explained my situation with my current carrier and told her I'm not ready to switch just yet. Just gathering information for me and family of 5. In most cases in a field of sales, if you don't plan on buying or doing business with the person/company, there immediate reaction is to brush you off and move on to the next potential client. Not Gina. She brought me over to her computer and and ran some numbers for me. Told me about current offers going on and gave me a good insight on how my life could be with T-Mobile. Keep in mind, I have been with Verizon for 7 years now, and I'm no fan of change. But she explained the process of switching over and almost made it sound too good to be true. Which in my case is a good thing. The easier the better. Afterwards, she walked me over to the phones. She explained the whole no contract, monthly payments thing T-Mobile has going on. It was easy for me to interpret what she wanted to get across where as in the past, I would be dragged around in circles. After the presentation of the phones she mentioned a credit check. I politely declined and told her I don't want to commit just yet and she understood. Gave me her card with her name on it and stars. (which if you ever work with her, you can even tell how she presents her personality threw her business card which I chuckled about.) the visit all together took about a total of 20-30 minutes. I would have to say, the biggest thing that stood out the most with this representative is how she wasn't trying to sell me on anything. Which I enjoyed. Though I understand being in this line of work that is what you need to do to maintain business, but she didn't need to. She sold T-Mobile threw her presence and her level of knowledge for this company, which is hard to find now and days in representatives all over the world. Definitely not knocking off all the other reps in the store, let alone in any other location. Just my experience with her personally was definitely one to yelp about. Anyways, I'm rating this location 4 out of 5 stars strictly based on the service Gina has provided for me. She has a great personality and is very relatable to her customers. I will be going to her at the end of February when my contract is up to work with her again. I highly recommend her service. read more

VERY UPSET CUSTOMER! Don't even bother shopping at this T-mobile go to ANY other one WORST t-mobile in HI!! Been here 4 times already!! Manager said he would call me back to follow up, he never did!! THEY HAVE NO PRODUCT KNOWLEDGE AND GIVE U THE RUN AROUND NEVER HELPING U TO FIX UR PROBLEMS!!! TERRIBLE SERVICE!! Never going back to this t mobile worst service I've ever gotten from a cell phone company!! read more

Went to this location yesterday afternoon. I walked up to the counter and there were 2 workers preoccupied with a phone. There was no customer there so I don't know whose phone they were looking at. I stood at the counter waiting to be helped but they ignored me. I walked away but all the other workers were busy with customers. So I went back to the counter and they continued to ignore me. Finally another worker came out from a back room and she helped me. She was friendly and helpful. But those other two workers need to be retrained in how to give good customer service. It's obvious that it's not their number one priority when they're at work. read more

I was having billing issues over and exchange had a hard time using the T Mobile 611 information help hotline I had to go to the T-Mobile in Pearlridge and the lady Kim help me Resolve my problem by listening to me and understand where I'm coming from she was able to resolve this issue really appreciate it a lot thank you read more

Worst location ever, always messing up on bill payments. The 4th time it happened here. I'd rather go to another location that doesn't mess up. By the way...they don't do refunds (even if it is their mistake). Same day transaction, should be able to get a refund! read more

T-Mobile needs to require drug testing! I went to T-Mobile looking to upgrade my phone. The first rep to greet me was the one standing in the way back of the store even though there were 5 other reps including a manager standing right in the front having social hour. Kelsey helped me and she was amazing. I had a lot of questions about the new phones available and she was happy to answer everything. At the end of the transaction she gave me a free wifi router and thanked me for being a loyal T-Mobile customer. It was during the transaction that made me sick to my stomach.... Her manager whose nametag said "Andrea" was too busy socializing with her other employees to do her job. I guess the reps need to ask Andrea to get a phone but when kelsey asked she needed to finish her conversation and texting before being bothered to grab my phone. Also the reps were talking about drugs! They were talking about getting high and the different drugs that they take! This is disgusting! Do they not know when it is appropriate to be talking about their social lives? Kelsey was literally the only person working the entire time I was there. Kelsey was very nice but I will never be going back to that T-Mobile again! read more

I came in to T-mobile to get a new plan and phone with my girlfriend. We were not sure what deals they had to offer and a little confused on what to get, but an associate by the name of Logan definitely helped us out. He let us know what all of the special deals, and what were our best options. he was very patient with us throughout the whole process. He was very welcoming and friendly, and honestly was one of the best customer service i have ever gotten. There was a problem that happened where we needed to call customer care so we could change our plan, but he wrote down every step and made something that could have been very complicated, very simple. after we got some lunch and came back Logan was welcoming and helped us from there. He helped us select phones and even all the accessories with them. I'm not sure how the other associates are, but Logan was very helpful. I will come here for all my phone needs. read more

Pearlridge needs a new store manager who's for the customers but no all she wants to do is cover for them when her worker did 2 mistakes. Chanel you need to be replaced !!!! Customer service is great only if your buying stuffs they have nooooo problem to help, but once there's an issue they can't help no more. We came in brought 2 iPads and told them about our tablet how it doesn't turn on at all, so the worker looked at our tablet and gave us the okay we can get a replacement. We didn't hear anything back, no notifications so I came in the second time, explaining that I'm suppose to get a replacement. They looked at the notes under my account saying there's nothing stating were getting a replacement. Mind you I have my kids with me and they made me wait over an hour to see what customer service says about it. They said it's fine we can get the replacement. Now we're coming back for the third time and said we can't get it because our tablet has water damage. This is the same tablet that got okay the first time. I made sure to put it away when we got home where my kids can't touch it. So terrible all they said was sorry . Gas ain't free. It's not our fault we got the okay first... not our fault that it wasn't even noted in our account. Don't even want to get anything else with them. On Christmas Eve too . read more

My mother and I went back today in order to trade in my supposedly "leased" phone and upgrade. However, it was stated that my line was no longer on JumpStart because of an employee (believe it was Bryson) who advice that we pay the remaining tax. I'm still confused how my plan went from jumpstart to owning the phone when my intention was not to own it. My mom and I went that day just to pay the bills but we leave to pay even more and more over a period of time. Yes it makes sense to pay for the phone now but 7 months ago, I did NOT want to pay for an extended period. We specifically DESIRED to be on the lease. It furies me to know that he did not clarify nor state that it will result into an extended period. It does not make sense to do such behavior/actions when it increases the commodity coming out of our pockets. I advised that instead of trying to make commission, please do what's best for the customer. Additionally, next time please state and make it clear to your customers why we are paying. Yeah it's "tax" for the phone but it was TAX TO EXTEND IT. Correct me if I'm wrong. I am still trying to grasp how this could have happened because the explanations are not stated in a simple matter for the customer to understand. Please step into our shoes because we are not quite sure how the company works. Thus, next time please be clear of your intent. Have a nice day to the remaining employees who tried to help us today. I appreciate it! read more

By far the WORST T-Mobile store on island. Been to this location a hand full of times and every single time, they were extremely rude and not able to help, at all. Save yourself the hassle and go to a different location. These people discriminate, totally rude to my sister and I. When my sister changed her mind on a screen protector, the worker gave us ATTITUDE AND WAS QUESTIONING US. And then when we were walking out, they were mocking us and making snide remarks. NEVER, EVER AGAIN! read more

I would like to take the time to share the good quality of customer service I received when I took my phone in that was giving me problem's and when I arrived right away I was noticed when I walked into the pearlridge branch Jordan helped my wife and I and made sure we were taken cared of. Knowing my phone had problems took the steps they needed to take it was with in the 14 day return policy and little did we know they didn't have the black Samsung note 8 they asked if gray was ok and did so not to mention couldn't exchange the old screen protector but Jordan manages to get it off the other and onto the new Samsung note 8 not to long later every thing was done and ready to pick up and take home thank you manager micah for teaching your crew (Jordan) did nothing but help me with every thing that needed to be taken cared of I defiantly will be going back to this t mobile thats located in pearlridge pearl city Hawaii thank you read more