I have reported Mirza M. the store manager to corporate. If I could give 0 stars, I would. Family has lived in the neighborhood for years & we have been long term T-mobile users & have always came here due to the convenience, but we never needed a manager assistance till now. I had my brand new IPhone 17 Pro max stolen, in which I went to the store to purchase same exact phone & while there, there was the assistant manager there & I did explain to her what happened, in which she had remorse. I did tell her I do have hope local authorities will find it. They did! I came back to the store numerous times in attempts to return it. Corporate notified me I can return it because situation is unique & while I went, Mirza exact words is that cooperate doesn't know what happens in Retail stores. She gave no attempts to help & Corporate said it is unheard of. Now I have a brand new Iphone 17 pro max with no use. Unprofessional location! read more

Very slow service and a clear lack of employees at this T-Mobile location. I came in just to make a quick payment, which should normally take a few minutes, but it ended up taking close to an hour before I was helped. There seemed to be very little staff available, which made the wait much longer than it should have been. During the visit, one employee came across as rude and had an attitude while assisting customers. Customer service felt dismissive rather than welcoming. Waiting that long for such a basic transaction was frustrating, especially when the interaction itself only took a moment once it finally happened. A store like this should have enough staff available to handle simple things like payments without long delays. Better staffing and a more professional approach to customers would really improve the experience for people who come in just trying to take care of something quick. read more

waited over an hour then they had new customer came In so they started helping them. still waited 20 mins later with no assistance so I left

Extremely rude staff. Hector was very direspectful in his tone when speaking to both me and my wife. I had to clarify multiple times what I was saying, but he kept interrupting me to tell me otherwise. My wife was also trying to explain her father is heavily disabled and could not come in or talk to customer service and he more or less responded with "I don't care." read more

sandra has poor empathy with the customers and a sales person is a must. Kerry was rude and he supposed to be the manager he said what's going on with attitude instead of introducing himself as a manger. His excuse was I was not talking to you, I was talking to her that was out of topic and disrespectful. I never asked for a manager and he interrupted a conversation with that kind of question? What an awful situation. Employee are in need or customer service. Such a sour experience for a Sunday morning . read more

Last month my wife & I went to the T-Mobile store @ 2737 N Elston Ave. & Logan Blvd to get our daughter a new phone for birthday. She knew what she wanted so it was big you know how they tell have to wait a little bit to get the phone because the vault is a timer which I think it's B.S.!! but I digress. So of course in the mean time while we're for waiting for "the vault to open" he trying to push on a protection/insurance plan we tole him right away no. So then he trying to sell accessories again we told him no. So finally he gets the phone he does what he has to do transfer the info from one phone to the other. While he's doing that he's still trying extra money off of us after we told him no but that SOB was like shaddy car salesman and started telling about the Jump program that if we get the Otterbox which of course helps protect the phone we qualified for the Jump program and we can trade the phone at anytime no additional fee. So we got the otterbox and he wouldn't let us use the money we got for the old phone towards the otterbox that had to be credited to the account we had no choice. So when I get bill and look at it a $15 for one year protection plan. So that POS conned me but I will filling a complaint with BBB & Illinois Attorney General for consumer fraud. Too bad I do not have his business card because supposedly he had run out I can't remember his damn name. I will be going to that crooked store and file a compliant with his manger which most likely take his side. Be cautious when they try to push on accessories don't do it you always get cheaper somewhere else and look at your bill and when they do you wrong file a complaint with the store, and any and all government agencies that do the consumer wrong. read more

My review is a little different because I didn't end up going with T-Mobile, BUT my experience at this location was great so I wanted to give them a shout out. I was looking for a new provider before heading on a 4 month international trip. Josh at this location was super helpful - we talked about their coverage and he was not pushy at all. It was unclear if I could get through the 4 months abroad without getting cut off, and Josh did due diligence and checked with fellow employees and called a help line. In this line of business, I think it's rare to find someone who invests in your needs knowing that their company (and in turn their commission) my not be the best fit. I also applaud all of the various support people that I spoke with during my decision process for their candor about the limitations to their "unlimited" international plan instead of getting me into a tough situation while abroad. If I ever need a new plan when I am back in the states, I will be coming to talk to Josh! read more

T-Mobile store located on Touhy Ave in Niles just lost all of my phone contacts and photos while in the process of working on my phone. Stay clear. Just moved to another carrier. read more

I want to send a special thanks to Matt White the Retail Associate Manager for his outstanding customer service , his patience and professionalism, he went above and beyond . Boualem read more

These guys are horrible! They lie to you! $70 is NOT $70! Til they add up all the extras they don't tell you about. Signed up for auto pay and they debited my account. Then they ask for $159!!! Then they deny everything they promised and the manager, Luis gets "offended" if you complain because he works so had. Has a fragile ego. Does not belong in a service industry. We had no service for 4 days.!!!!!! Then when you call the 611, no one can see your information and you have to go into the store. They can't see that I paid, and told me to bring my bank account statement in to a store to prove I paid. You can't make this stuff up. Then Luis tells me to call corporate. So, I did. Filed a formal complaint with Nashville but I'm not holding my breath. T Mobile will probably mysteriously lose record that I called. These guys are STAY away!! Third rate company. If you can't stay away, avoid 2737 Elston! Make sure you talk really soft and sweet to Luis. He gets offended easily and will whine and lecture you about how hard he works. He'll throw a tantrum and still won't take care of you. He can't handle unhappy customers because of his fragile ego. He'll give you his cellphone but when gets upset. read more

This is my only go to tmobile store ....manager Luis is always helpful. Today Joshua was extremely helpful with my senior mother changing from sprint to tmobile, I've been with you guys for 13yrs and happy to have with you guys. Thanks for being so helpful and now we have an even better plan and upgraded her phone. Were both very happy, thanks again! read more

Just went in for information and the woman there was totally worthless. I knew more than she did and she had an attitude and wasn't at all helpful it was like pulling teeth to get information out of her. Sorry I bothered. read more

I was so impressed by the stellar service that I received today from Marco at this location. He was insanely patient with me with the million questions I had and solved some complex challenges to help me get the devices that I wanted. He advised me on multiple promos that ended up saving me quite a bit of money. I am not used to getting this wonderful level of customer service elsewhere. Thank you, Marco C. and T Mobile on Elston! 'A refreshingly positive experience! read more

I went to this t mobile on Friday evening to ad a line and purchase a phone . Well the whole process took almost two hrs. We choose a phone so the associate needs to go in the safe to see if they have it , he also says the it takes 10 minutes fir the safe to open because it has a timer. We waited 15 minutes he comes out and he brings the phone but it's the wrong color so we need to wait another 10 minutes for the timer on this safe . While we wait I decided to get the I watch so he comes back I asked do u have this I watch he goes back and says u know we need to wait 10 minutes. Well when we were ready to finally make the purchased he them goes over the contract and the warranty and we immediately said we don't want the warranty he keeps pushing us to buy this warranty and I said no , apparently another associate though the we didn't understand English and she started explaining it to us and I didn't not appreciated. After we settle the warranty his iPad couldn't scan the phone barcode after 5 tries . He just apologized and said sorry it's not scanning so we left . On Saturday morning I received a tx from t mobile saying thanks for opening a new line I immediately called t mobile and explain what happened. Well I end up going to a t mobile by my job in Niles to start the whole process again and I got great service there read more

5 stars for T-Mobile? Whaaaaaat? I've been here twice. The first time I walked in looking lost. My phone had been acting up and I wasn't sure if it was the battery, the charger or both. Turns out it was the charging port on my phone, but since I didn't have insurance, I was about to be screwed. That is, until one of the nice gentlemen here suggested something. He had to call over another employee to help him get past a few things, but I was able to order a replacement phone and only had to pay the $20 fee. Heyooo! I ended up having to come back, because even though the charging port was part of the problem, the charger(s) I had were still causing problems. This time when I came in there were a few people being helped, so I found what I needed on my own and as I'm trying to figure out what to buy, someone came up to help me. They pay attention to the order people walk in, they approach you without attitude and they aren't pushy in any way. The parking lot here is horrendous, but it's worth it solely because the employees are so helpful and so nice. This is definitely my (new) preferred location. read more

Quick in and out, layout is the same as the other store, and when I asked questions they were promptly answered.

Went in to upgrade from an iPhone5 to Iphone6. Worked with Marcin (spelling?). He was super helpful and knowledgeable, great to deal with. They were out of stock on the iPhone6, but he ordered one for me to be delivered to my house the next day. I got an email the next morning with a tracking number that said the phone would arrive about a week later instead of that day. I tried to check with UPS, but their tracking number didn't work (it was a UPS problem, not a T-Mobile problem). I called T-Mobile's main help #. The rep was super helpful and even called UPS to try to check status. But UPS said the tracking number was not yet in their system, that it sometimes takes a day or more. I tried the website UPS website again, still no luck. I then called the Store and Marson said he would get one from another store for me that evening or the next morning if needed (even though it was UPS that caused the problem and was unable to help me). And the end, it arrived to days after order just before I went to the store. A rep from T-Mobile called me back to check in and make sure the phone arrived, and help me through the whole set up process in detail which took quite a while. They were very helpful and professional and I love T-Mobile! So glad that AT&T wasn't able to get their grubby hands on T-Mobile! (They tried to buy T-Mobile but were not able to. Thank God!) read more

Angel B is the best! He literally made our transfer from sprint to T-Mobile easier then it is in reality ! It is very hard to find representatives who know their job and he really is a pro! I am very thankful he took care of us and helped us doing the whole procedure it took us more then an hour but i'm sure that without him it would of take us days! read more

My name is Mike, I'm a new customer with T-Mobile and I wanted to express my extreme dissatisfaction with the service I received at store #9500 located at 2737 N. Elston Ave. Chicago, IL 60647. I entered your store this morning, 6/10/19 to inquire about the setup of my new phone. I purchased my phone yesterday, 6/9/19 but the services weren't fully activated. I was greeted by Angel B. and he proceeded to ask me what he could help me with. I explained the difficulties I was experiencing and he asked for my phone number and the name of the primary account holder. I gave him the number, and told him that the primary account holder is Ebony Hawkins (my fiancé) but my name is Mike Brown. He asked me for my I.D. and I told him I'm not Ebony but it's my phone. He informed me, rudely, that he couldn't access the account without the primary account holder present. I told him I'd get my name added to the account immediately. I asked for access to the store wi-fi so that I could contact Ebony and get my name added as an authorized user but he refused, stating that "the store wi-fi isn't public." I asked if I could use it considering I'm a new customer, he replied "the wi-fi is for data transfers only." I attempted to find a wi-fi connection for 10 minutes and even tried to access the internet with a display device in the store before finally asking him to please let me use the wi-fi one last time so that I could get this resolved and my phone activated as soon as possible. At this point, he finally offers to allow me to use the store phone to call her, but states he didn't originally offer because "I thought you were going to call customer service and pretend to be Ebony." I was appalled by his accusation that I would waste my time attempting to impersonate a woman just to finish getting my phone activated, which should have been done correctly at the point of sale but that's another store's mistake. However, the accusation and assumption that I was attempting to commit some type of fraud was extremely offensive. I've had accounts with other carriers and never been accused of fraud or impersonation, even when I wasn't the primary account holder. After asking Ebony to call customer support, I waited about 10 minutes before I was greeted by another agent who had just arrived for his shift. He immediately looked up my account, asked for my I.D., then finalized the activation on my device without a problem. Round of applause for his swift service that saved me cancelling my account and returning the phone entirely. After I left the store, I learned from Ebony that customer support had stated that my name was listed as an authorized user throughout this entire ordeal. Upon realizing that my name was listed on the account and Angel B. knew that all along, I was extremely upset due to the amount of time wasted and decided to return to retrieve Angel's name. When I returned to the store, Angel yelled at me saying it's my fault for not giving him my I.D. If you read above, I told him my name and the name of the primary account holder and he replied that he couldn't provide me any service without her present. I asked how to go about filing a complaint and Angel claimed there is "no store manager". Thankfully, the other associate also supplied me with your business card. Nobody deserves to be spoken to rudely, yelled at, or accused of attempted fraud/impersonation. I'm not sure how you retain customers but I'm very upset to have started my relationship with T-Mobile so poorly. Please reply as soon as possible via email with a resolution by the end of the week. Regards, Mike Brown Sales Account Executive read more

Just wanted to follow up I sent my old phone to the T-Mobile warranty they said the phone was was not abused by my son and gave him a brand new phone just goes to show the bad service at this location read more

Friendly service but everytime I go it takes at least an hour. So I purposely get there right at 10am when they open. Not once have I gone at 10am and they open on time at least 3 times I have to wait in the parking lot until someone strolls in. Today it was 10:30am and still not open. Complete waist of time when I have a very busy schedule. Guess after 5 years I'll have to find a new store that the employees show up on time. Being on time seems pretty basic to me. read more

Within 30 days I was at the T-Mobile store. When I first bought my Nokia phone two years ago, I was stuck on an AT&T contract though my phone didn't do 3G without T-Mo. So the day my contract was up, I got me a T-Mo account. I visited on a Thursday night with Slava. He was kind, patient and fun to work with. He knew I had an unlocked phone and taunted me with a new 4G phone that hadn't even been released. But I felt I was talking to a fellow geek, not a salesperson. He told me that he had to fix something on my account and would call the next day. And he did. That sealed it for me: someone did what they said they would do and went out of their way to do it. That's good stuff. Out the door I had my new SIM card and a bill $40 less per month than at AT&T. So it was no surprise when it was time for my partner's new phone we went back a month later on Sunday at 2p when Slava was working to get her new phone. After visiting the other stores and AT&T not willing to do a nice deal for a 7-year customer, we were only to happy to give Magenta a try. She walked out with a new phone without hassle. The only weird thing was the Visa rebate card promo everyone seems to run. You need a pretty hefty data package to get the rebate, but that would still cost more than $70 over the life of the contract. So you pay more for the phone but save money. If I had one compaint: there aren't many live phones or at least it seems that way. Ask at the back counter for help. Nevertheless, when it's time for my new phone (hopefully later this year) you know where I'll be! read more

I was just at the store, i had questions about my phone plan. Lady was rude and couldnt help me navigate my phone plan because she "Is from sprint not tmbile"..? read more

I'm giving this place A terrible review because they have three people working and they had a long line I've been here for the past hour and there are still three people Ahead of me. Everyone is really friendly but they should have more help specially during the evening hours. The customers are annoyed. read more

I worked for T-Mobile in many different facets for over 4 years. I take a lot of pride I was a part of the launch of the network in Chicago and have had a phone with them since. This store is the reason i am switching service providers. I'm not basing this on a one time occurrence, but numerous experiences over the time since it's been open. The employees have no idea the product they are selling. When you ask for comparisons between phones you might as well speak Sanskrit based on the answer they give. When coming to pay my bill I have never had anything, but rude service. I go to the store on Milwaukee and Damen and they hear the same thing from customers about that same store. Here's a tip everyone.....don't bother getting a loaner phone. Drive across the street to Target, buy the $20 prepaid phone and throw your sim card in it and BAM...you're gold. read more

Hector was fantastic today... I walked in to check on iphone costs for an upgrade for myself and my husband. Hector took me through them and then, when the store didn't have the inventory we needed, he called T-Mobile's flagship store to get them. But there were none left there either... Instead of stopping, Hector stepped up again and worked out a purchase with Apple directly, even though there was no gain for him. Great service! read more

I have been with t-mobile for 6 years now and I love the service.....It works international, I cannot tell how many times I have gone out of the country and with friends or family who have other carriers cannot get service that they were promised and end up using my phone. Just last year I was in Italy, Ireland and Paris and I had fantastic service everytime.... I recently stopped by this store and upgraded my phone and after 2 nights of tryng to figure out the "bluetooth" for this phone I was unable to hook it up and went back into this store to have on of the most helpfull sales persons I have ever met... He took his time and showed me what I was doing wrong. Yes this store is brand new and I love t-mobile service I just hope that this location will last with the service .!!! read more

Best customer service! Came in with my parents so they can get a new phone. Arturo was a great help. Not only did he know the products well but also helped my parents in Spanish which made it a lot easier for them. Arturo had a lot of patience and we appreciated his help! Thanks!! read more

Hey Folks - DO NOT SHOP HERE UNLESS YOU HAVE A RIDE. I mean it. Unless you have $250.00 to spare, and a ride. Been a patron at this store for years. Yes parking is tight, yes it is the city, etc., but today with my infant daughter, this store brought humanity to a new low. I hate to sound like the critic who goes after a restaurant for their service, but this truly warrants a warning to all shoppers out there. The monster who runs the shopping center ("Kelly" something?) and parking lot has major karma coming to her. She has a henchman (yikes) who patrols the lot with a walkie-talkie, and the minute you walk off property, he calls the tow company, "Rendered Services Inc." (who drives back and forth between Logan Blvd and Diversey waiting for this call) to nab you and tow your vehicle. Today I grabbed a kids sandwich from Panera on Elston, specifically so she wouldn't make any noise in the store, interrupting the other patrons. I walked back to my spot and it was towed. Being that it was less than 5-10 minutes and that I had items to return to the store, I knew that the staff would help to ensure the car was returned. Not a chance. I was reminded of the "towing policy" with a condescending head tilt from a few employees, and was told by the manager that he was "very, very sorry". I'm sure he was. Behind me, waiting on an uber, was another couple that were caught off guard with almost the same story - waiting to get to an impound lot. Luckily a kind mother named Megan offered me a ride - with car seat - 25 minutes north to the joke of an impound lot. $250 later, and behind another mother and daughter who were nabbed by the same company, I waited in the cold for the same sweetheart to shout "ID NOW!" who had hung up on me 30 minutes ago. This is very concerning. Ive lived in the city for many years now and havent seen this kind of predatory towing - give me a break its a yuppie shopping mall. This is a warning - do not shop here, do not take any risks in this parking lot. Kids or not, people do not have compassion for your situation. I feel so fortunate that a complete stranger took a chance on me, I will pay it forward. And I will never, ever shop here again. The cheap furniture, GNC, and crappy chipotle just arent worth $250. read more

Had to buy a new phone. For a normal person would take a few minutes to decide but not me. Thankfully I had the pleasure of dealing with a very patient store associate Sheyllis who did her best to answer all my queries and concerns. Very good experience and would recommend this location to friends and family. read more

I came into this store 07/14/12 at about 6 PM. My contract expired a few months ago and I had been contemplating switching providers for numerous reasons. I've been a T-mobile customer for about 8 years so switching providers is not something I take lightly. However, before making such decision I wanted to meet with an associate to determine if switching providers was in my best interest. As we walked into the store, we were not greeted. At first, I didn't think it was a big deal because there were only two associates and two clients. As we looked at the phones for several minutes, we walked around hoping somebody would acknowledge us but that was not the case. Eventually, one of the associates walked past us and did not say a word and walked into the back room. How dare you treat your customers like that! You've just lost another customer. read more

This location has awesome employees,miss Gertruda has been very helpful for us,we purchased iPhone 7 it's been a pleasure to do business with. read more

We waited for a hour no-one acknowledge us or even looked our way. Wanted to buy a new phone as a birthday present we missed our movie and wasted our time. Sad experience. read more

Went into this location with a friend who was buying a new phone & needed some help. We went in 30 mins before close, & we received some of THE BEST customer service either of us have ever had at a wireless service store. We called ahead to make sure they had the phone she wanted, and Funsho grabbed her exactly what she needed the moment we arrived & was so nice & helpful the whole time -- even after their closing time. Another employee who whose shift was over even lent a hand to figure out something with her malfunctioning old phone. Huge props to this location. read more

I love this specific T-Mobile store. They always are there for help when I am in need. Always helping me make sure my phone is working as it is supposed to be. Not like the other companies that charge just to look at it. GO T-Mobile!! read more

i dont know where to start. I am so pissed!!!!!!!!!!!!! This t mobile is crap. so i switched over from sprint and i regret it. i really cant say i how feel because i write an essay. Funsho doesnt know what the hell hes talking about and the other mexican dude there with long hair. Marcin told me wrong information as well. I called t mobile and they told me a different story and that i am actually eligible for the refer a friend. Anyway if you have problems call tmobile and dont go to this store. You will wait forever...................and get nothing accomplished,.. These people are uninformed and its sad that tmobile doesnt have a better training program. Dont tell someone something that is not true and screw them over.horrible horrible,,avoid this place !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

Like any t mobile store, it gets busy as the day goes on, but the staff is helpful, and inform you of when peek times are if in need of extra attention. This location is better than most at helping to change plans as needs change, and take the time to explain what you may or may not need. read more

Bought a camera and SIM cards there. The guys were helpful, but we had to wait a bit as there were other customers ahead, asking a ton of stupid questions. The price was $20 more at the cash desk but they corrected it after showing them the listed price. All went fast and the guys were ok, despite the fact it was almost closing time. read more

The lady that helped me was great. It was smooth operating and like the no contract/commitment plans.

I usually don't go to this store, but I was next door at Home Goods two days ago and dropped by. I had a minor problem, and the nice salesman did me a favor that saved me $20 and about an hour or two of time. Thank you for the great service. read more