Amazing customer service! Last week, I came in to preorder the iPhone 18, and Oscar walked us through the entire process. He made everything quick and easy and was extremely helpful with any questions we had. Once I received my phone, I came back in, and Steph approached us right away. She was so helpful and assisted my boyfriend and I with transferring all of our data to our new phones. Both Oscar and Steph were incredibly welcoming, friendly, and had such awesome attitudes. They made the whole experience easy and stress-free! Thank you again, Oscar and Steph! read more

Don't come here for T-mobile Tuesday items. They aren't an actual T-mobile store but an authorized dealer so they don't get the free items. They must be tired of hearing about it because when you ask, they get super defensive and start making up things like saying "it's illegal for us to put up a sign saying we don't have __ today" read more

The T-Mobile store by Washington and lake has the most disgusting staff I've ever seen! I'm going to put this disgusting guys "employee" picture. He shouldn't even be working with this company and as I have been reading all the reviews it seems like this place has the worst customer service as I have experienced! I asked for his name he covered his badge so I cannot see his name on the badge so obviously they know themselves that they are disservice to the company! read more

T-Mobile Authorized Retailer - An employer who's a detriment to a business that he should be cleaning sewers! - Mobile Phones Near Me - Pasadena, California

Thieves!!! This guy kept pushing items on us when we went to get our daughter a phone. We kept saying no until he was finally just saying, "you can have this tracker for free." Took it and left so he'd stop bugging us. Looked at my bill when we activated the new phone line. Guess what had a $10/month charge? The tracker. Also cost $5 month for the purchase. Came back to return it 15 days later and he wouldn't take it since it was outside the 14 day window. Told him to cancel the line, said he did. Line kept "reactivating" somehow and now I've paid some $200-300 dollars for a free item I never wanted in the first place. These guys belong in the lowest rungs of hades. Don't buy anything here and assume you've walked away with a square deal. They're a retailer. Not an ACTUAL T-mobile store. Once you've paid them, they could care less about you or your plan. read more

I went to upgrade my phone because my device was old and damaged. I replaced the phone with a newer version of that phone, and also got a tablet they had on promotion. Next thing I know, I see my autopay showing over $300 per month. I called the customer care line and was informed that two additional phone lines, without actual phones, were added at $40 each. I thought it must be fraud, because I didn't add additional lines. I just replaced a phone and bought a tablet on promotion. They told me all I had to pay was sales tax. Mind you, the new tablet also got a phone line, which is normal, so that isn't an issue. After going back and forth with them claiming it wasn't fraud. Seriously, someone would like to pay for an additional phone line for $40 vs paying $9 a month for a cheap phone, on the line they already have? Be careful with their "promotions" since it may involve unnecessary charges and phantom phones. read more

I came in to buy a phone & pay in full. I waited over 30mins but the person helping me kept saying they cant get in the cage bc of the timer. 8 mins then 10 more mins but he kept telling me to just buy it through the app then he can get it when it opens but I couldn't trust I wouldn't be there another half hr. I didn't even need them to activate it. I just wanted to buy it & do it all myself. Absolutely annoying. So I left. read more

This review is long overdue I had a terrible experience here with a lying individual who sold me a phone and lied to me about every single part of the contract detail I went back very angry when I received my bill because it was entirely different from what I had initially been sold. I had asked the original kid who sold me the phone for everything he told me in writing and he gave me a paper that didn't end up being the contract, so it didn't mean anything when I went back to ask why there was a discrepancy Needless to say the day I went back the kid was not there, and there was a girl working who was very helpful. Unfortunately the manager on duty was a young overweight ass with colored eyes, and he was the only one who could help me. The girl straight up told me "my manager is being a dick, I'm sorry. He can help you but he doesn't want to." I could see that little pussy who wouldn't even look at me smirking in the back. So I called customer service while standing in the store, and I explained how the manager was being extremely rude and not helpful. Long story short, my mother went to this same store recently and the way they treated her was absolutely abhorrent. Upon her first visit, she brought a phone that was having technical difficulties to be looked at. The unprofessional, clueless employees toyed with the phone and caused more damage. They told her the phone was dead, because they turned it into an unusable black screen, to charge and come back. She left, allowed the phone to charge, and seeing that it was black screen and not charging, decided they would just return the new, defective phone, case and screen protector. Knowing there is a restocking fee, she was prepared to pay this upon returning the phone. When she went back, the man said they could have possibly waived the restock fee but only if there was a manager onsite, conveniently there was no manager onsite that day. (BS). He explained that if she wanted to wait until Monday for a manager to come in, she could come back. A manager ended up coming over, he didn't introduce himself as the manager, but she knew from coming in previously he was a manager, and looked into what the restocking fee would be. He lied and said there would not only be a restocking fee for the phone, but also for the accessories. So she asked if she could get a breakdown of the restocking fee for each item since customer service had only mentioned the restocking fee for the phone, not the accessories. He walked away from her and let the other guy know that they would only be receiving an $8 refund of their $118 expenditures. Of course she was shocked by the amount and asked for a breakdown. They refused to give her one, and the guy said "if you don't like it, you can go somewhere else." Then she decided with their behavior and lack of customer service that she would leave, as she was gathering her items he started pushing the items at her. Then when she was walking away he was yelling at her. My mother is a kind, patient woman. I on the other hand am not. When they were treating me like garbage I did speak my mind. My mom on the other hand walked away and did not allow their behavior to upset her. But still, being kind, patient, and tolerant of their absolutely atrocious behavior. The man was yelling at her, YELLING AT HER AS SHE WALKED AWAY. What kind of psychopath, lying, people are working at this store? And from both our experiences, clearly it is trickling down from the top. In both instances, management has not only been rude, unhelpful, unprofessional, and pussies because they hide in the back or by not presenting themselves as managers, they allow the employees to be rude, unhelpful, unprofessional. This store is absolutely detestable and their behavior and staff are absolutely repulsive. AVOID THIS STORE AT ALL COSTS. Like the plague. Seriously. Two entirely different encounters with the same experience. I truly wish the best for all but in this particular case I hope this store gets closed down. These people are terrible terrible terrible. read more

Customer service. Three employees helping one customer while three other customers are waiting for 20 minutes or more for assistance or purchases read more

The man with scabs on his face was yelling and verbally assaulting costumer that was walking away from him!! This is a 3rd party store. They sold a phone brand new that was defective, a week later camera was not working. We took the phone back and they tried to fix the camera on the phone, but instead they gave the phone back even MORE damaged (not able to charge and totally drained battery). We left and next, we used the warranty to return it. After a day and realizing we would be without a phone for 4 days, we decided that we would just get another phone elsewhere. When we went back to get the refund (after cancelling the warranty through T Mobile on a phone call this morning), they said they could only refund $8. The employees got increasingly escalated and suddenly said "we aren't doing business with you!". As the customer (us) walked away they KEPT shouting and making verbally assaulting remarks towards their back as they were leaving already! SCARY AND DANGEROUS. You don't know if these employees could do something else if they continue to shout at someone who is trying to leave. Not professional, very immature and frankly embarrassing for them. Lot's of stress and pressure for our family, considering phones are an important part of daily life read more

So I came to Tmobile to open a business line and Richard and Daniel helped me right away they were fast and let me know about my options without trying to upsell me ! Verizon said I had no business credit which I know is a lie I have. 76 business credit score. Tmobile said I could get 15 lines but I only needed 2 ! THANKU DANIEL and RICHARD they are very knowledgeable about Tmobile products and helped me pick a plan that was just right for my business ! read more

T-Mobile Authorized Retailer - Daniel main man at Tmobile - Mobile Phones Near Me - Pasadena, California

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Came in to get a replacement screen and got attitude instead. (Mind you there's not a single customer in sight). This guy with a funky looking haircut and patchy beard took off my privacy screen before checking inventory and said "HUH" 20x as if he was under the influence of the green herb. When I asked why did he took off my screen before checking inventory, he said it was "TOO BAD, OH WELL" and his sidekick that wears 100 layers of makeup inserted herself into the conversation trying to be a know it all. Worst experience at a T-Mobile store. Don't bother coming here. Please go to the GLENDALE LOCATION WILL TAKE CARE OF YOU! p.s. if i could rate this store a 0 stars rating i most definitely hit that button 1,000 times! read more

What a horrible time at this place. Nothing wrong with employees in particular but the system on which the store runs is absolutely ridiculous leaving people waiting in long ass lines just to buy a simple item. People who work here just seem to leisurely walk around the store not concerning themselves too much with work or the people that could've been helped in the meantime. Fucking stupid. read more

They took my ID to log into my account. After I was done and left, they kept my account open and let someone else buy airpods under my account. They signed a signature that was NOT my name with a credit card that was NOT mine and now my account gets a recurring charge for airpods I never bought! They knew they made a mistake but could not fix it! They said it was another manager and he quit. SO WHAT! The customer service verified the error and said the store had to fix their problem. They did not. They told me to file a fraud case with corporate since they allowed someone else to use my account and they charged the cost to my account! What?! I did that and the fraud case got DENIED because this stupid store had an "authorized signature" that was NOT authorized sign for this equipment! Now we have to file an appeal AND keep paying each month for equipment we did not buy! They are the ONLY store that deserves to be burnt down by the fire! Unfortunately all the good people suffered but this place didn't. This store sucks! We will switch providers if this does not resolve and file other complaints. Wish this could be a zero! read more

I was scammed here by Bob. I bought a tablet and he sent me a sync up tracker- told me it was free yet I still am being charged for this device and have never used it. I called t mobile and they said to keep it and I would not be charged for it. Yet I still am being charged for this device I have never even used. Do not trust t mobile read more

Fraudulent customer service. I asked change my phone number and they wanted to charge from me

After being with AT&T over 23 I decided to switch to T mobile , thinking it be better customer service. So when into pasadena store only to find the staff with more interested in talking to each other, than to help customers. It was a very simple phone switch, which turned into a hour, and being passed from person to person. Also T mobile quoted me one price on the phone only to find out was going to be $80 more. I was totally bamboozled into their plan so disappointed. Stay with AT&T if you are with them read more

This store is a franchise and all they care about are SALES. Don't waste your time. The customer service is terrible! I went in to activate a new phone and was greeted with annoyance. Two female employees were having a loud conversation and every other word was F!+#K!! The manager was laughing with them. Then there was a customer on the phone and the same two females were making fun of the customer and were extremely rude. If you need *help* at a T Mobile store go to the one in South Pasadena, on Huntington Drive. They are GREAT!!!! read more

Best store in pasdena ca. They are the nice and helpful people. They are very helpful to everybody that come in to the store. I will tell all of my friends about this store read more

Amazing customer service! Yesterday my husband and I went into the store ready to upgrade our phones. From the beginning we were received with a warm and friendly welcome! Everyone was very attentive. There we had the pleasure to meet the manager Victor. Victor made this transition so smoothly for us and answered all my questions. I will definitely be coming back to this T-Mobile. Thank you! read more

This is for Esmeralda (not sure how to spell it right) for her patience with my bill issue today! Really appreciated her help getting to the bottom of my bill discrepancy and communication with the not so polite manager on duty to help me get my bill corrected. Not sure who the manager on duty was but he was not helpful and rude unfortunately but she was excellent! read more

Best T-Mobile in Pasadena by far. I have used multiple T-Mobile in Pasadena but I can say with 100% sure that this branch is the best representation. The assistant manager Bobban and Jasmine helped myself and my family to get situated and took the time to explain all the details for all the questions that we had. The team was always happy to help and even when we forgot one of the products at the store they put it to the side for us to pick it up without issues the next day. Props for maintaining and being a wonderful example of culture. read more

My trouble with T-Mobile began when they up-ed my internet to 5G. It pixelated and turned off my TV. For several months they said they were fixing the problem, but they continued charging full price even though I couldn't use it. I even suspended the service and they still charged me full price. I canceled. For the past 4 months I have had to call because they have overcharged me about $40 a month. This month I was told it was fixed, but I was still overcharged about $40 through automatic billing. They would not refund my money, only give me a credit on next month. I don't intend to still be their customer next month. So I have lost my $40. But it is worth it to me not to have these hassles ever month, even though the people I have dealt with have usually been very nice. read more

My experiences with T-mobile in person and also over the phone leaving me greatly disappointed. After speaking with several members of T mobile's customer service reps, i am convinced that their employees' attitude mirrored that of its mgmt's. Buyers beware! Do not deal with T mobile if you want a company that's a straight shooter and honest in their dealings with their customers, former or current ones. They sold me a phone sneakily in the store. then over the phone, one of the reps still reiterated the free phone rhetorics that got me into thinking that i received a free phone. it's not free if u have to pay for the phone to get out of the unlimited plan due to poor reception. prior to that about a month into the plan, my phone was lost. The replacement arrived with bubbles on the screen. Interestingly the employee that helped me set up the replacement phone never said a word about the bubbles on the screen which i thought were just the screen protector i had for all the phones i ever owned, inexperienced with the flip phone and how it worked. sadly, when i called the insurance company that sent the defected replacement phone, they did nothing to explain but to transfer me back to the t mobile as a solution for a different phone. i have always used cheap androids and they worked just fine. In fact my moto g pure which cost me $100, still works while this replacement rarely used and already fell apart. Lesson learned: buyers beware of all the mirages, hidden languages to sell u things u don't need...be sure to not get a flip phone b/c of the screen. i read some reviews on the flip phones and didn't heed the reviewers' gripes on those screens...what an expensive lesson!!!!!!!!!!!! and in general...DO NOT DEAL WITH T MOBILE or buy from them...that's my advice. read more

Store hours posted on the window say 9pm Google maps says 9pm closing Sprint/T-Mobile online and customer service reps also say 9pm closing time. They choose to close early and don't give a fuck that people drive from surrounding areas. Don't come here. read more

DO NOT COME TO THIS LOCATION! You will be WAITING for HOURS for ANYTHING no matter big or small. The staff isn't really mean, THEY JUST DONT KNOW HOW TO DO THE JOB. Running back and forth on tablets, calling 1800 numbers for help, these guys really need to be re trained on EVERYTHING. Ive been there for different things and EACH THING: 1. Took WAAAAAY LONGER than it should have. 2. Was not done correctly I have gotten more done with the 1800 numbers AT HOME then at this store. AVOID! AVOID!!! AVOID!!!!!! If you make the mistake of walking into this store, I hope you brought a good book and a lunch! read more

Went to buy an iPhone 14 they didn't have what I wanted in stock they tried up sell me( the curly haired fkr.") Told them I'd wait til they had it in stock. Few weeks later I'm checking my bill and the employee changed my plan. Went back and someone else said it's too late to change. So I had to call 611(customer service) and after hassle the reinstated my former plan. AVOID THIS STORE AVOID THIS STORE AVOID THIS STORE. CHECK YOUR BILL YOU WILL SEE FEES THEY DONT MENTION read more

Victor Sanchez, manager is first class. He is knowledgeable, quick, efficient and kind. He is great with clients and extremely patient with employees and clients and a tremendous asset for Tmobile. He multi tasks, keeps his sense of humor and never panics. A real pleasure to deal with Victor. read more

Called to see if they had the new iPhone in stock because the website said they did and was placed on a 15 minute hold. I called on another phone after the first person didn't know they had them to find out the last one was miraculously being sold even though the t mobile website says they have multiple in stock. read more

Really bad trained employees. These people don't even know what they are doing and are there for a paycheck. They love to help each other out since neither one of them know what they are doing. You could hear them bickering and whispering help me out or I don't know what's wrong with this. Every time. They don't know the reason why my bill escalated to almost 80 bucks. All they care about is giving you bad misinformation and to make sales. Was scammed and they have so many hidden fees! read more

This is probably been the worst experience I have ever had with a cellular company. My father has been with T-Mobile since before it was T-Mobile and it was Sprint. He recently passed away in September and I had to transfer everything over and be become the owner of this account, we got rid of his line and had the two remaining lines converted to my name. Recently, my sister's phone was damaged and we went into the Pasadena location to see about getting her a new phone mind you she has had this phone since 2019 2018, the representative that we worked with or thought we were working with was the probably the most rude individual I have ever encountered. I tried to find out what kind of deals or plans were available. She was not helpful had no helpful advice or anything when I was asking questions. She was very evasive. But she was very concerned with another set of people that one of the other store employees was assisting. Became irritated and left after going out to the car and regrouping. I came back in to complete my transaction. When we got the new phone after having to pay the bill and try to figure out what the most cost-effective plan would be she did not give any assistance and trying to set up the new phone. She didn't say what she had done to the new phone how to transfer information to the new phone she gave nothing. what I am going to do is once I get this phone completely set up and make sure that my sister is able to retrieve all of her information from the cloud is to take my business to Verizon or AT&T where I can have the customer service that I pay for. I have never in my entire 59 years experience such rude behavior and I'm not sure if it's because I'm English-speaking and not another person in that place speaking English. They spoke English, but they were more comfortable assisting the other people that came in the store that were not English-speaking as well. The beauty of it is they didn't understand. I understand Spanish very well, so I knew it was being said behind my back or to my face. If I could find the managers number or the owner of that location, I for sure would give them a piece of my mind not that that's gonna do anything, but it will give me some satisfaction. You are in a neighborhood of mixed cultures and races. My suggestion is that you have your staff take a racial sensitivity course. read more

Came in to simply buy an updated version of my Samsung phone, but when I got home, I was unable to update customized settings on the new phone. When changing default settings, after providing username and password, a CODE was sent to a device --- in this case, the code was being sent to my OLD phone (Galaxy S8), which I no longer have!! When I returned to T-Mobile store for help, they said they couldn't fix the problem; said it is a Samsung issue. Suggested not changing default settings. Also said that IF they could get the "Samsung Account" to work, I would probably have to pay $25/month for the "service." Asked another guy at the store to help and he fixed the problem. He was able to get to a screen that provides the option to CHANGE DEVICE WHERE CODE CAN BE SENT. So when I got home, I changed the device to my cell phone number and it WORKED --- FULL FUNCTIONALITY. Part of the confusion with the first guy is that he didn't know about a "Samsung Account" and how it is FREE and it is linked to Gmail accounts and passwords. I understand how challenging it must be to troubleshoot, I would be a total failure, but when dealing with customers, "experts" should be honest and try to do their best to help. It's not acceptable to tell a customer with a brand new phone to just keep default settings because they don't know how to fix a problem. Why not check the web, ask another expert? They should maintain a troubleshooting blog on issues/solutions to better assist customers. LOVE my new phone now that it has FULL functionality! read more

Our T-Mobile internet failed to work due to a defective gateway device yesterday. The customer service rep told us to go to the nearest store so they can replace the device. T mobile branch along N Lake Ave, Pasadena. The representative (Andres) asked me to pay $35 for the item and so I did.. but he refused to give the item to me. Instead he closed my account and added a new line which I did not authorize. This was definitely "FRAUDULENT". I called T-Mobile customer service to report it and as he was talking to the complaint department he refused to admit what he did and hung up. I asked for His manager/Supervisor but he also refused to let me TALK to him. This guy ANDRES is rude and they're scamming the customers. T-Mobile customers - avoid this branch! That's the advice of their own customer service to me! - Nits b DeCastro read more

I came into this T-Mobil and received excellent service from Ray. I wanted to file a claim for a broken screen with my insurance, and Ray could have told me to call the 800 number and handle on my own, but he helped me throughout the whole process. His great service didn't stop there. He also looked up how many years I've been a customer of T-Mobile and explained that deal I could advantage of, saving me $40 per month. And, he also told me about how I could take advantage of a lifetime Netflix discount as a T-Mobile customer. So basically, I walked in just to find out about how to submit an insurance claim, and I walked out with a $49 per month savings and my claim submitted. Thank you Ray!! read more

Dannie was really helpful and straightforward. she answered all our questions. she got us set up with no problems. she even saved us some money. The other staff were very friendly and helpful as well. definitely the best experience at T-Mobile today :) read more

Victor and Edward are so professional and patient. They have been amazingly helpful and especially good with explanations to people who aren't tech savvy! This is the place to go for phones and tech. read more

Store manager's a dick. Super rude with zero customer service skills whatsoever. Way to lead by example, sir. And other employee in there annoyingly chews his gum like a cow while "helping" you with his condescending tone. Never seen a group of employees in such dire need of basic interpersonal skills and training. read more

I came in today to get my phone upgraded. I'm not going to lie, it was a long wait. But! Even though I waited a really long time today, I can't blame any of the workers at this T-Mobile. There were just so many customers lining up to be assisted, and initially, there were only two people working. It was insane. (It's not the employees' fault that they're understaffed!) However, these two (Chris and Taylor) did a solid job helping each person that came in through that door. I commend Chris in particular! He was amazing. I rarely see a customer service person be so upbeat, polite and efficient the same way Chris was. He was like an Efficiency Snowstorm: helping people with their phones and questions here, greeting and apologizing for the long wait to people entering the store, entertaining the customers he was assisting (my dude's got jokes), rushing to the backroom to get stock, remembering people's names, and even empathizing with an old lady who got her phone stolen. He was pretty much consistently helping out four people at the same time. It was exhilarating watching him in action. He is quite possibly one of the best customer service persons I've ever met. 10/10 would recommend read more

Love this T-mobile location- always the best customer service- my husband and I have been coming here for years- they are always helpful and nice-especially Bob- assistant manager- he is very nice and helpful- read more

I walked in to make changes on my phone plan and buy accessories. I walked in, there are two people waiting on a bench. Two associates are helping one customer while the other associate was on the phone. I stood there for about 10 minutes, no acknowledgment, whatsoever. This was 4/8/2023 at 11:50am. read more

I had some issues at first coming into the store. HOWEVER, the staff there were super sweet and Patient! I went in today, Sunday and it was SUPER busy! Line out the door! Very long wait times but not because the employees were slow at all. I saw all three employees, at the time, interact with many different customers and they were all good and kept there cool at all times. I was there for about an hour working on my account. So I saw many customers come in and out. Amanda was very nice, patient and friendly. Customer service really makes a difference when dealing with issues. Cudos to all y'all, keep it up read more