I attempted to add a new phone line online while keeping my existing number, and it completely derailed my account. The number ported to the wrong line, and online customer service wasn't able to fix it. Thankfully, I went into the Van Nuys store and the manager, Kelvin, stepped in. He resolved the issue quickly and even followed up the next day when my iMessage wasn't working, resetting my PIN and making sure everything was functioning properly. After this experience, I highly recommend skipping the online system and going straight to the Van Nuys location for reliable, knowledgeable support. read more

I always come to this location whenever I need a new phone or have a problem with my account. I've been a customer for over 10 years, and I've never experienced customer service like I did today. I came in today (Thursday) at around 10:10 a.m. There were two employees working, and both of them seemed unhappy and acted like they didn't want to help anyone. I asked a simple question about my second phone, and they made me feel like I was bothering them. They were unfriendly, impatient, and didn't seem interested in helping at all. This was by far the worst customer service I've ever received at this location. No customer deserves to be treated that way. Unfortunately, I don't remember their names, but I hope management looks into what happened this morning. read more

The last time I went into that location was a nightmare. They were offering a discount on a phone. I wanted to just buy it outright. The young woman told me I had to make two payments on it before I could pay it off. That should have been my clue to leave. Sadly I didn't. She does the paperwork & I get the phone. That's when the horribly long wait started while she tried a bunch of things to move my info from the old phone to the new one. She 'worked' on it for about 2 hours and never made it happen... There were two additional employees present - a manager, and another staff person. The three of them were having a lot of personal conversation. I don't think that any of them were over the age of 22. (I'm being generous.) The only reason I bring up that is because the manager was clueless that part of the conversations was standard HR violation...that 1) NEVER SHOULD HAVE HAPPENED 2) NEVER BEEN SAID IN FRONT OF CUSTOMERS! She asked one of the guys to take over because she had to go buy some medication. She was having a female monthly problem. (She wasn't that delicate.) In the meantime while I had been waiting...forever...I started having a medical issue & had to go. I told her numerous times to stop, that I had to leave. She was either ignoring me or just plain oblivious. (I'm guessing she was oblivious.) Finally I got angry & raised my voice. That got the manager's attention. He came over and stopped her. They packed up my stuff and I left. I was on my way to the ER when I realized that I didn't have my phone, they hadn't put it in the bag!SOOO I had to go back and get it! The whole experience was pretty much a sh-t show. ~~~~~~~~~~~~ When I first started with T-Mobile that was the location I went to & I got great service. That continued for several years. However it has devolved down to this. I won't EVER go back there again. T-Mobile Corp needs to get on the ball. They need to hire managers who can do the job. The managers need to when staff members aren't actually doing their job & wasting customer's time. They need to make sure they provide good, appropriate customer environment. And for Pete's sake have HR train managers & staff about what is and isn't appropriate in the work place. That is, unless T-Mobile likes to be sued. read more

T-Mobile on the phone sucks but thes guys working at this location are professional and kind. We were so upset but they made it light and made me forget that we were waiting for 2 hours. read more

Edgar was very helpful and patient with my warranty device on my second visit he provided great customer service, very welcoming. however my first visit i was assisted by 2 other representatives a male & female who did not want to help me at all with my warranty device, instead they told me to come back the next day. read more

I can here at 11am to upgrade my phone they told me they were out of upgrades and to Cme back after 1 pm and they were getting a new shipment at that time I came back at 4:50 and they told me they they can't help me because they were closed witch they were not them when I confronted them about it they act like they were gonna help me to then again tell me they have no phones they lied to get me out the store because they wanted to close and not help me this is my second time driving here in the rain and I didn't get my Christmas gift for my daughter because they only care about going home Vern or fern was very rude as well read more

This store is an absolute joke. The employees have no idea what they're doing. I paid for iPhone insurance for four years, and after my last upgrade, the phone stopped working properly. They told me it can't be fixed. So what exactly was the point of me paying for insurance all this time? While I was there, another customer had the wrong phone shipped to him -- and they charged him a $75 restocking fee for their own mistake. Ridiculous. I asked one of the workers three times to at least replace the screen on my new phone. He walked around aimlessly for 15 minutes, then told me, "I'm done, I'm going to lunch," and just left. Didn't lift a finger to help. The manager? A total joke. Zero professionalism. The way they treat customers here is gross. Nobody seemed to care. Train your staff. Do better. read more

Great customer service Emily did a great job!!! Especially the manager ALONDRA so helpful and they always have a smile.

I had a great interaction with representative Peekay (Sorry if I misspelled)! I had just came back from the Apple store trying to get my damaged phone repaired. I waited for two hours at the Apple store only to be misinformed. I left without getting my phone fixed and frusturated for my time being wasted. I had 20 minutes left before the T-Mobile store closed and Peekay, informed me right away of what the next step should be for me to get my phone repaired. He helped me file a claim through my insurance. And voila! withing 10 minutes I arranged my appointment to get my phone fixed with $0 deductible! I was very satisfied. Thank you so much for being attentive and for the quick and easy service. I appreciate it. read more

Employee sold us on a mobile hotspot back in February and the device would suck up all the juice within a few days despite confirming no other devices besides the one I was using was connected. My tablet usage (which was the only device connected to the T-Mobile hotspot) was always under 1gb usage during each billing period but the hotspot somehow claimed 5GB used and it would provide a reduced speed for the rest of the billing cycle. (Yes, the hotspot was password protected and no other devices other than the tablet were connected.) The 'reduced speed' is virtually unusable so I called customer service each time at the start of the new billing cycle to troubleshoot. After the fourth month, I decided to return it as I wasn't getting the results I had hoped. Store manager tells me they wont take it back unless I pay for the device since it's been over 3 months. Ok, so I get three tries to troubleshoot and then have to buy the device? Doesn't really seem like a fair policy. The store manager wasn't mean or rude but the policy and the service from T-Mobile are unfair. I ended up paying for the device that I returned hence the one star review. Hope other people can learn from this experience and go elsewhere with their business. This company surely doesn't deserve it. read more

My experience with T-Mobile in store representative, William, was beyond satisfied. He was very knowledgeable of the promotions and account information, very informative and with great attitude and customer service. I've have had T-mobile for 17 years and he is the BEST & ONLY valuable member of t-Mobile that I admire his work ethic. He deserves a promotion and RAISE. Thank you William for your help and guidance. read more

I wish that I can give this place negative star ratings. I walked in and wasn't greeted by a single person. I understand being busy and not being able to help me immediately but to walk in and not having a single person acknowledge my existence until 10-15 minutes of just standing in the middle of the store is ridiculous. When I finally was helped, the person I spoke to was insanely unhelpful and didn't listen to a single word I said. I literally walked out. Absolutely insane. These people work on getting commission and this is the disrespectful unhelpful attitude I get. Literally told me to go to Best Buy instead of doing the absolute most to help me here. Wild. AVOID AT ALL COSTS. read more

Such an amazing experience. My wife and I have been with a different phone carrier since the late 1990's we been having problems with our reception for quite sometime now, which was never resolved We decided to try another carrier and stopped by T mobile on Van nuys and also a competitor. We were greeted by Ellie ,She is amazing, she listed to our needs and made great suggestions. Took her time to explain everything to us and help us set up all of our new equipment even after she was off . We highly recommend Ellie And T-mobile. We are super happy with the service and the price . read more

The worse customer service ever!!! Dec 22,2023 5pm. Walk in she just looks at me (girl behind counter says nothing) guy comes from back looks at me then says "you need help"? I was told by customer service they had the watch he said it's gone and never even offered to check another store. SMH. These people are new. Manager needs to manage better. I WILL KOT BE BACK. read more

T-Mobile Authorized Retailer - This is the worker - Mobile Phones Near Me - Sherman Oaks, California

Bait and Switch! Beware!!! Alandra the manager, refuses to remedy even when people in their store tell you that it is not only possible but easy, she will not approve the fix. read more

STAY AWAY! Worst costumer service. Manager her name is Alandra refused to give us any credits for a faulty Sim card that they sold us the prior day. All they said is that our phone is broken, even after we tried 3 different phones and all of them didn't work because of the bad Sim card. All they care about is stealing people's money. STAY AWAY FROM THAT STORE! read more

Shemar W. at Sherman Oaks T-Mobile provided exceptional service by attentively listening to my concerns, responding with patience and resolving issues efficiently. I was completely impressed with his professionalism and customer service. read more

First off man this company is such a fraud like no bs lets honest here hidden fees fraud as well did not recommend this to anyone unless you wanna get money pinch. I'm telling you from experience man I been a costumer for this company since 2020 just until these couple of years I've been having some issues. Until one I decided to add babymama to line because I wanted to surprise her for Christmas so I ended up getting an iPhone 17 pro max right & before anyone else says well it's gonna be expensive of course but let me tell you my phone line was only 45$ right cause I paid off my phone i talked to customer service they told me we'll keep it at 45 right at t mobile and I said okay then so i decided okay my phone is 45 no problem let surpise my babymama with a new phone so there I waited in line the guy busy people standing I get it so when it came to me I told the guy I want this phone I wanna do a down payment Im adding my girl to the line so anyways he told me I got you free sim card and totally including my girls & including mines so the guy told I can connect free SIM card to any device so I say cool sweet okay anyways i got approved & the guy directed me where to get the phone , everything went good and once I was gonna leave the store so the guy decided hide the second SIM card from me and he thought I wasn't gonna notice which I did but I was mostly excited to get my girls instead so I left and I told myself well hopefully the second sim card that he personally told me that's free that I don't charge for it so I left and I waited and saw my bill $257.59 blown my fucken mind only to finance one fucken phone and my regular bill regular bill I also checked to see if the free SIM card didn't get charge and yup find to come out they charge me the fucken SIM card 10$ a month which I thought it was free but I guess there's no such thing as free in this fucken company only fraud & Scams I will not put my money back into this fraud company no more. read more

associate Bryan T, is an excellent representative of customer service, very patient and knowledgeable about servicing customer needs.

I got a horrible experience with one of the salespeople in that store! Long story short: when I came to the store on Black Friday to check possible good deals I've been offered a replacement of my paid-off Samsung 21 ultra with the new Samsung 22 Plus and trade-in value of $800 !!! In addition, I got a smart watch with a monthly payment of $5 for 24 months and free earplugs! Now guess what I found in my next bill ? Total mess : traid-in value of my pnone $400 !!! Smart watch around $900 and earplugs- full price, no free gifts ! I spent hours talking with a few different T-mobile reps but problem still not resolved! Stay away from this store ! Sale person ID #132 and name is Katie ( if I'm not wrong) read more

I tried to return the TV and on the receipt I guess it says there's a 15 day return policy for most things. When I called, nobody told me this they told me I didn't have to have the original box just the receipt and an ID. They do nothing but lie. One associate told me that every Best Buy store has different policies that's a lie Horrible place read more

T-Mobile Authorized Retailer - No - Mobile Phones Near Me - Sherman Oaks, California

Terrible services this location. I had a problem with my screen protector and need some team member at the store order the new one for me because i went the other location(North hollywood) They did help me and accident oreder for me the wrong one. So i started my story and told them that i had an insurance. They checked and said i don't have an insurance! I said no i had it for 2 years and show them on my phone. They don't even look it and keep say the same thing. I show them the paper. They look seem dont understand and untrained to work here without any knowledge. Finally they said i have to go back the same store that they did order for me! That so unprofessional to answer the client with that. Just wasted my time to come this location. The people work at here should training more to work at T-mobile. I don't reccomend if you have a problem you will come back with the same problem and wasted your time to come here. Finally i did go back the same location that. They just re-order for me again and said sorry for me ( They just do it on the ipad and so easy) . read more

T-Mobile Authorized Retailer - I came with the raining day witout people in the store and they are not helping me. - Mobile Phones Near Me - Sherman Oaks, California

Brian was fantastic! Super knowledgeable, helpful and kind. He set up four lines for me, and my husband and kids. I really appreciated his attention to detail and his relaxed attitude. Highly erccomend buying a phone and setting up service with him. read more

TERRIBLE customer service. I walked in and wasn't greeted. Stood there for 5 minutes and was ignored until I started walking around and then someone asked if I needed help. Definitely won't be coming back. read more

After replacing my Apple Watch, I came directly from the Apple store with replacement in hand. This location that sells Apple Watches and has chargers for their displays, didn't even have a temporary Apple Watch charger available for me to just get my watch cellular reactivated to my Business account. No offers to open up any of the shelf items or to even try looking in the back or even asking any of the three other associates if anyone had something. read more

I had an outstanding experience at T-Mobile today while setting up my new iPhone and trading in my old phone. Tevin, the representative who assisted me, was incredibly helpful and went above and beyond to ensure a seamless process. Not only did Tevin efficiently set up my new device, but he also multitasked effortlessly, assisting other customers and handling phone calls while I waited. A big shoutout to Tevin and the T-Mobile team for making my visit such a positive experience! I highly recommend this location. read more

This is the second time I was lied to regarding a service since it's been couple of years I thought maybe it won't happen. I got a device which I was told it's going to be free and I will be charged $20 a month plus tax for the services. When I received my bill I was charged $87 which didn't make sense, called customer service to see why. I was told they no longer had the promotion that I was promised so I was advised to return the product and since it was a mistake on their end I should be able to make the return even though it's over the 14 day trial period. I went back couple of days ago and I was told the manager was not there that day and should be able to help me out when he is here. So I go back again and explain the situation to the manager and he refused to take the product back even though I was lied to when I signed up and I didn't even use the equipment. Only reason was late because I didn't know about the charges till I got billed. Stay away from this location. read more

Erik is the best , very friendly great service very fast help me about phone and T mobile

Called ahead and they gave me a price over the phone and when I got there they give me an entirely different price. Why did I drive out then? Why can't you guys give accurate prices and say one thing then switch the price on me? Don't bother going to these liars. read more

Very sketchy people with back door deals and preying on elders and the inexperienced. I went to upgrade my phone because I had a free upgrade. Because they do not make any money on upgrades the guy told me I needed to buy AirPods in order to get the phone. I said that's not true. I contacted T-Mobile and they did not say that he immediately took the phone away and said go to another place then he was very rude. Very unprofessional kept calling me, bro and the way you try to solicit sales was without asking me by telling me let's go pick out your charger or which AirPods do you want go to a T-Mobile store do not go to one of these authorized T-Mobile retail stores save yourself money and do not get scammed. This place needs an investigation. They scam you and there is some strange backdoor deals that go on I seen a guy come in asking for something. I forgot what it was and the guy let him back into the back room and when he walked out, he nodded to the front desk and continue to leave. I don't know what you would call that. read more

Great service from Jessica! Was able to save $100 each month by switching to T-Mobile!

I walked in today to this store looking to upgrade my phone, despite the store not being busy no one greeted, said hi or asked me to wait. The two workers just awkwardly looked as they "kept" busy on their phone and with another client. I stood to see if any of them offer to help but they looked very unhelpful, weird energy indeed so I left. read more

I am a deaf person and on March 25, 2023, I lost my phone in my car. Not being able to hear my phone was hard to find since I couldn't hear the ringer. I went into this T-Mobile store to purchase a new phone since I thought I lost my phone. Went home kept searching one last time with a light in my car and found the phone the next morning. I returned the device and all attachments the next day with the same two salespeople that sold me the phone. I paid them $70.00 cancelation fee and returned the device and all equipment. Lord and behold, I am now receiving a bill for $196.00 from a collection company. They said I didn't return the phone to T-Mobile. Someone at T-Mobile who works there stole the phone that I returned, and now I am in the collection and will have to pay the $196.00. Buyers beware....Dishonest people at this workplace... read more

After switching over from Verizon to T-Mobile, the sale associate Nadia made it super simple and easy Essentially what I was paying for Verizon for 3 lines I now have a cellular iPad with internet on the go for my kiddo, the sync for the car so I can locate it and also a dog tag to locate my pet Don't need but still cheaper than what I used to pay! read more

Yelp should give us the choice to leave zero star. I come here often, because it's so close to my house. Unfortunately, their customer service is hit or miss, but that is pretty much expected everywhere nowadays. Sadly, lately this place has seen an abrupt deterioration of basic customer care and ethiquette. I got here today and the place was not open yet. I waited in my car and got in @10:04am. There were 3 associates and one customer looking at the cellphones on display. When I approached the associate closest to the door, he gave me attitude saying he's helping someone else. Sorry, but obviously I didn't know, so save me the attitude. I looked at the other two associates, but they were busy chitchatting to notice me. So I waited further. Then I went back to my car for few minutes to get my I.D. and came back. Waited little more, finally one of the two at the farthest station, made eye contact with me, so I approached them. When my t-mobile phone updates, I get frozen screen with Chinese characters. Last time, I brought the phone in and the store associate helped me without issue. Today, the lady seemed new, so when she saw the screen, she showed it to her more experienced co-worker and he told her, he hasn't seen such a thing before. So, she told me "what did you do, we don't know what this is." I politely told her "I didn't do anything."Every time "I get software updates, this is what happens." That last time, "you guys were able to fix it." This time again, I had attempted to restart the phone, which inevitably caused to screen to freeze. Finally she was able to restart it. She just put the phone back on the counter, and told me with a condescending tone to "restart it next time," quite rudely. Lady I had attempted the same thing many times, before coming to you. Anyhow, all these took place, while the two were chatting about her resume and previous work experience. It leaves a bitter taste in one's mouth. I would never want to return to this place, or recommend it to my friends. I hope someone takes notice and fixes this ugly situation. I payover $260 each month to T-Mobile, you can't even hire decent people with basic customer care skills? Shame on you! read more

I went in today to get a new screen protector for myself and i was assisted by nadia and she was a wonderful sales rep. I even got a new apple watch that day without my bill changing drastically and she was very sweet. I'm very happy with my new watch. Thank you nadia. she was a doll! read more

My brother and mom went to this location for a new phone just yesterday (7/12/22). The employee working refused to sell them anything? It's as absurd as it sounds. Her claim to every inquiry and question asked was "Yeah, sorry, we don't have that". My brother even asked if there was any phone in the store at all that he could purchase and her response was "Sorry, we don't have that either". What????? My mom mentioned they inquired about more and more expensive phones to see if the "associate" would bite and help them. NOPE. Again, it's as insane as it sounds. She clearly did not want to be working, did not give a f*ck, and was basically useless. I work in customer service, so I get having a crappy or off day. But this seemed outrageous and quite frankly, idiotic. They ended up going to the T-mobile location down the block and were assisted professionally there. read more

Horrible customer service. Made a phone call to the store, to ask if they received the iPhone 11 in purple. One of the managers, Joseph was very rude and impulsive with his response. He stated he can't tell me. This is after the release. I had already been working with two amazing employees. I wish not to mention their names. We'd been in touch, they knew our situation, and they called us to update us on it a few times. Unfortunately they were not there that day. Joseph, yelled on the phone, became aggressive, and told me to come to the store then. So I did. Sat there for 45 minutes, as the second person in line at the register. He spent those 45 minutes backing up and restoring 3 other customer phones, at the register. Only two staff and 4 others waiting for service to include myself with a total of 7 people on the store. I got to the register and addressed him, very monotone in "Hey. You made me come to the store. For something you could've answered on the phone, I'm now losing my time and money, I run big businesses , and had to come here.." he quickly interrupted and stated that "he did answer my question and if I was working with the other two employees, then go talk to them, but they're not here". I warned him that if he kept raising his voice or yelling at me (he's very flamboyant), that I would have no choice but to tell back and this would be a problem. He responded very loudly and sarcastically "so let it be a problem then. You know what?? Remove yourself! You can remove yourself from the store. Next in line please!" Let's just say things took a left turn. A shouting match happened, and exchange of cursing and yelling. I told him that what he didn't know was, I know his executive VP of customer care, that we also have millions in stock in the company, I'm also in a deal with the company, and that now with a phone call his job was on the line. He threatens to call police and his DM. I told him that his DM can call me directly Bc he already knows who I am. JOSEPH, called parking lot security and the police after making a comment "if I wasn't at work I'd step the fk outside right now" and told THEM that he was being physically threatened, and that he felt he would have to defend himself, and that he was now being taken out of character and to send help" lmao! In the background I screamed "I threaten your job, never you! They can come, I'll wait! Yes, you have an irate and angry customer in here!" No one was being harmed, there were no weapons, no one was physically threatened but me, and it didn't require LAPD which by the sound of the call, they weren't coming anyway. Lol I did speak to the district manager later to find a resolution. He was great, and did however request respectfully that I not return to that store. read more

Laziest customer service reps I've ever seen. So unprofessional, unkind and unhelpful! Especially Faisal. Seems like he utterly hates his job and takes it out on the customers with his rude attitude. I left in utter disbelief at how he treated me. read more

This is my regular T-mobile store & the employees are usually good at this location, however, this visit I bought a new phone & Nadia was the sales person who was transferring my WHOLE LIFE from my old phone to my new phone. It is a nerve-wracking experience!!! NADIA couldn't have given 2 shits about the delicate process or what a big deal it is/can be. She was doing something on my old phone & it shouldn't have taken that long at all, but she didn't let me know what she was doing/how long of a time it was taking/etc--my phone had timed out & was just doing nothing. She had also just helped another customer switch from an old to a new phone. She didn't get as lucky as I did, because all of her stuff did NOT go through & so the other customer was still there when I got to leave. I got to leave because another sales person helped finish the process. I was SO GLAD when the other employee came over to help me!!! read more