I had an extremely disappointing experience with T-Mobile in Mokena, Illinois. From the beginning, this has been a nightmare. The salesperson assured me my monthly plan would be $261, but after signing up, my bill turned out to be over $400 per month. This was never clearly explained, and I feel completely misled. On top of that, I was promised that T-Mobile would pay off my phones from AT&T as part of the switch. It has now been over a month, and nothing has been paid. I've followed up multiple times with no resolution. To make matters worse, the manager was very rude and dismissive when I tried to get answers. Instead of helping fix the situation, I was made to feel like I was the problem. I switched expecting better service and transparency, and instead I've gotten misinformation, delays, and poor customer service. I would strongly caution others to get everything in writing and double-check their bills before signing anything here. read more

Two people for one customer? I would not recommend this location. No acknowledgment of waiting. Two benches for waiting. Already full when we arrived. Bad customer service. read more

Worst tmobile store EVER! Terrible customer service especially the "manager" lady with black hair. I went in with more than an hour till close and she refused to help me even though they were open for another hour. She said she didn't want to stay late and to go to another store. Worst store ever! read more

Thank you to Martha and John at the T-Mobile in Mokena, IL for their great customer service. My husband and I went in to switch our service to T-Mobile as well as purchase a new phone. Martha and John greeted us warmly and once we were cued up they adeptly explained the various plans and services offered. Once we made a decision, both Martha and John worked together to ensure that our order was complete. We were impressed with their professionalism, and the way they managed to juggle other customers as well. It was a busy morning but they seemed to take it all in stride. read more

If I could rate them negative stars I would. We have been customers for 20 years and have been going back and forth for a month about our plan being changed without our approval. Between the location staff & T-Mobile customer service, everyone is claiming our plan is reverted back to the original plan yet none of our 8 phones on the plan have been updated & so not receive the unlimited data we have been paying for. We also paid for a new phone in cash ($800) so we did not have an equipment charge on 10/26/2024. They do not have a record of our $800 purchase in store or in our plan so we are being billed a $34 monthly equipment charge for 24 months for a phone we paid for!! Absolutely ridiculous and 0 resolution read more

I recommend this store front location! Manger Daniel and Associate Kim were so nice and helpful when I visit the store to do a trade for another phone. Go see DANIEL & KIM their really good employees. read more

Extremely understaffed location, new iPhones dropped today and this poor girl is working by herself, to the point that she's politely directing people walking in to a close location that has more staff, which I'm sure means she's missing out on commissions! Not going to rate T-Mobile itself here... just this location. read more

Their rates are much cheaper than ATT but because of their incompetence, my wife was unable to use her phone for 2 daywhen we switched service. Very nice people to talk to but they have no idea what they are doing. Update - 2 months later and still trying to fix my account. The plan I signed up for is still not reflected on my account. The area manager promised to credit my account for $100 because of how badly they screwed this up but that hasn't happened either. If you want to sign up for T-mobile, save yourself a lot of trouble and avoid this store. read more

Oh boy! I don't know where to start here... I've been a T-Mobile customer for 14 YEARS but this facility has the WORST reps working there. Unfortunately I still did business there dropping big $$$. Make sure you read all the fine print and get things in writing if promised by those uneducated T-Mobile reps..Since I upgraded to I phones with better service. I lost my school employee discount which the rep said I would not lose which was 12%. hey, everything counts when trying to save $. I called Corporate 3 different times with 3 different answers with one rep giving me a credit 1 x do to me switching plans . She stated to me that it was possibly over looked) so Corporate is no different then the small shops! After MANY phone calls and complaints by me they offered me my OLD slow plan back with with my BRAND NEW I phone 8's??!! Ugh yeah NO state of the art phones with a 2010 plan? Terrible, terrible customer service but the people at the New Lenox facility need WAY more training.. read more

Penny is fantastic. She answered all questions and was the major reason we switched from AT&T to T-Mobil. She is a great asset to your company and a great worker!!! read more

Had to get my things uploaded from my old phone to my new one. Stopped there on my way home from work, to save time. HA HA HA. Now.. mind you... I wasn't having all my apps switched over. NO photos.... basically just my contacts and a few things here and there. I figured it would take awhile and had no problem waiting. The person helping me suggested I could wait in my car if I'd like and he would come get me when it was done. I had been there almost 1.5 hours @ this point, and I believe we were @ 9%. Went and got a snack, sat in my car, and he came and told me they had to close promptly @ 6 and didn't want me waiting more time and it not be done. OK... that was fine. Took my phone over to T-Mobile in Munster. Done.... DONE.... completely done... in 30minutes???? I live right by Munster T-mobile but thought I could save time with Mokena since it was right on my way home. NEVER again! And BTW... ole girl with her low cut shirt @ Mokena... cover up!!!! Us women come in there too and your chest is not the first thing we want to see hanging out! read more

I have been to this location a few times. I highly recommend Brian Luckritz, I first met him at another location and was lucky enough that he transferred closer to where I moved. Customer service-wise, Brian is unbelievable, he really does make sure you're satisfied before you leave. I am a huge fan of my HTC One M8 and will return to that location next time a wireless need arises. read more

Horrible customer service . Lost a phone and the 2 "reps" in the store offered zero help . No other customers in the store on a Sunday afternoon read more

Definitely by far the best experience I have ever had at a T-Mobile store. The representatives are efficient and willing to help. I visited a store in Frankfort and in New Lenox and will never return there. The manager is so helpful and knowledgeable. She is so willing to help. I believe Mariela is her name. When visiting the location she definitely puts your interest before anything else. She is kind and has so much knowledge. Her staff is just wonderful. Thank you for all of your help. I love that I can walk in and my issues will be handled. read more

Horrible customer service, the employees (including the justin beiber haircut wannabe) have absolutely no knowledge of any of the promotions. Not to mention they try to get you to buy the most expensive phones in the store. Any phone under $300 is out of stock apparently. I'm reporting them to BBB because they're using the bait-and-switch method. I even asked for the district managers phone number and they claimed they didn't have it. read more

Let's see. I came here and the piece of paper taped to the door said, "back in 20 minutes" Now I have been a T Mobile customer since time began. 3000 minutes each month that I have never even come close to. I have never had a problem other than I tried to get a new phone online and they they had nothing for being a loyal customer. That is why I went to the store. The second time I walked in there was one person helping two couples. There was no acknowledgement of me even being there. Even though they were talking amongst themselves and he was just leaning against the counter. After 10 minutes they told him to help me as I just stood there in shock at the lack of mental capacity this kid had. Without missing a beat I asked for my account number. He did not ask me any questions. Other than, I need to see your license. I took my number and walked over to AT&T. Thanks for the great customer service! read more

Been to this t-mobile store a few times and I believe the manager usually helps me. The first time I went in there to sign up my first smart phone I ever had, an unlocked Iphone, he treated me like I was an idiot. Been there a couple more times and the guy is unfriendly and not welcoming. Will take my business elsewhere from now on. read more

I went in to fix my bill that Tmobile wouldn't do over the phone. They had to call them too and straightened it out. They were as helpful as they could be. read more

Went to this location to get my phone switched over from Sprint. My wife has had T-Mobile for a long time with no issues, and their prices are much more reasonable than Sprint. Was helped by Brian. Was very informative, helpful and patient. Was happy with the experience at the store. Not 5 stars just because there were a lot of people who came in after me that ended up waiting a long time to be helped because only 2 workers on hand and the process of switching over my phone/get a new one took a little over an hour. So maybe could use a staff member extra. read more

I went to this T-Mobile to purchase a new phone was told if you buy on accessory you got one free. Told them I didn't want Jump received my bill Jump was added and I was billed for both accessories. Don't trust what they say read more

Worst employees (including manager) I have ever dealt with. Zero knowledge on T-Mobile processes (such as billing, credit checks, promotions, you name it) and even less when it comes to friendly service. No pleasant anything, not even a smile. These people will not put forth any extra effort for you or your business. I'm trying not to judge T-Mobile for the incompetent employees of one store but if this store is indicative of all T-Mobile employees I will be going back to AT&T. Good luck to any who go there looking for a positive experience...you will be disappointed. read more

This place has real problems. I came in here when the galaxy note came out because I really wanted it. there was a 19 yo girl working , she did not understand a thing I was trying to tell her. In the back was a 20 yo girl loudly talking about the party last night, apparently Jesus had driven Maria home and they were all drunk. I was trying to get a phone but I had to tfer my contacts to the new phone. They had not a remote clue what I was asking for. She said I'll get the manager, who turned out to be the girl yelling into the phone about last night's party. So I drove all the way to the mall in Hometown (20 min) and fortunately they were experts there and took care of it. This place has real problems. read more

I bought a 600 dollar phone that couldnt hold a charge.So a few weeks later had to pay a 20 dollar warranty fee. Three months later they billed my Tmobile account an almost 600 restocking fee! I have been a loyal customer for 8 years and tmobile refuses to remove the charge ---stating they cant because its a retail store(.But they can put the charges on with no problem.) After hours of trying to reason with this store and tmobile ---i cancelled my account.This retail store is trying to rip people off tmobile doesnt seem to care.Beware of this store.I have heard many nightmare stories from very dissatisfied customers.They are notorious for adding insurance fees and other fees to your bill without your consent or knowledge.Check your bill after leaving this store. I refuse to pay twice for a phone! Something is going on that isnt right at this store. I now have ATT and couldnt be happier.They have geat customer service. read more

This is the worst store that I have ever dealt with. I have worked with 3 managers in this store and each of them was worse than the other. I should have known better with my first experience of transferring my phone carrier from Sprint to T Mobile. This process took over 4 hours and was done incorrectly. I had to return to the store on 3 separate occasions to straighten out my bill. This was with the first manager that I dealt with. The second incident was when I brought a phone in the we were having difficulty with. The manager fixed my issue with the phone and proceed to offer my head phones for all three of my children informing me that these were a T Mobile promotion item and I would not be charged for these. Needless to say these items were placed on my bill. I returned to the store to find that this manager convienently quite right after this encounter. It was apparent to me the this was a complete lie. I know am dealing with the 3rd manager of the store Virginia. I have made 6 phone calls to her in order to have the charges for the above mentioned head phones taken off my bill. With each contact she assured me that these charges would be credited against my account. To this day I still have not been given the credit. I am now going to reach out to the district manager Desire Berria but am not hopeful that my account issues will be resolved. As result of this unsatisfactory experience I have now dropped T Mobile as my carrier and freely share the poor experience with anyone that I can in order to deter them from contracting mobile services with this company. This does not even deserve a one start rating. Horrible!!!!!!! read more