Luis went above and beyond assisting me in a very complicated situation with my account. He is very professional, but also has a friendly attitude which I appreciated. There were other T-Mobile representatives that were also very helpful. read more

Service here is still great DEPENDING on who helps you. I've been to this location on and off since 2023 and the only time I received sub par service was a few weeks back wanting to pre order the new 18 P-Max for my spouse. Upon entering the store there was no warm welcoming or greeting. I didn't catch a name but we eventually were "assisted" by a a guy in his 30s maybe, fair-skinned shaved head.. Overall, he was polite but his attention to detail and really overall helpfulness was hot garbage. Before him, I never had to log in to the tmobile life app to "help myself," or queue in line. After doing so, we explained that we wanted to pre order the new iPhone and he replied saying everything was pretty much done online or thru the app, so he had us do it on our phones without much help. Although that's fine, when he did help he wasn't very thorough or attentive to what he was explaining. Ex.: He didn't notice that I had opted for an upgraded phone plan during my choice selections and overlooked it when reviewing my order with me. He seemed rushed, inattentive, and could care less about the money I was spending there. Moreover, his female friend working there was also trying to hustle us to sign up for the T-Mobile Visa credit card, toting fairly high percentages of rewards if we used the card there. She seemingly got all b*tt-hurt when I declined. Like no cookie or Scout badge that day from suckering a sale out of me. Well sorry (not sorry) that I thought I had a choice of whether to opt for the card or not. 5% cash back is great and all but it's not like I'm buying phones and accessories every other day at your store like it's groceries or gas, to justify the sign up (and of course subsequent lowering of my credit score due to the credit check for the sign up). I'd avoid this location if those two end up helping you. Everyone else who has assisted myself and my spouse thus far has been nothing short of awesome. Avoid the two careless fair-skinned hispanics BFFs (male & female). They're not there for you, they're there for themselves. read more

Received outstanding service from rep Yatziri. She was attentive and understanding of my needs. You don't see this type of service anymore anywhere. She truly went out of her way that I got my issue resolved. If you are looking for new service please come see her at this location. Thank you Yatziri for your outstanding service!! read more

Amazing service as well as knowledgable crew there... Switched over from my Verizon account and the staff there were both friendly and helpful. They told us what would work well with our needs and didnt try to oversell us on anything we didnt need. Ask for Gabriel... he is amazing! read more

I visited this particular location since it's close to my new home. I was created after waiting for 5m from this you girl from the back table like she was just screaming at the wind. When I was finally approached to state my business, I was treated as a number. No name, they just needed my phone # to check me in. Not even a proper meet and greet. I witnesses a non English speaking customer be told that she couldn't even be checked in because the rep didn't speak any Spanish. I translated for the customer after asking the rep to check her in. Terrible experience and no, I would not recommend them to friends and family. read more

If I can give this place a 0 rating I would. I went there for simple phone exchange and it turned out to be the worst customer service experience ever in my life. After being told to go to this store for a simple insurance claim exchange. Things went south very quickly. First of all I was never greeted or welcomed by any employee at the store. I used my phone to log in and wait in line. After an 1:30 minute wait my name was finally called. Told the rep Mickey I was there for an insurance claim exchange because my phone battery kept dying and my phone would keep disconnecting.. Mickey took 1 minute to look at my phone and denied me of any exchange because my phone was scratched. As I informed him that I was told to come here and exchange the phone because of its mechanical issues. Mickey quickly made the decision that my phone was damaged and he would not accept by this time they are about to close. Mickey said he has to have a supervisor override any damage and he couldn't do anything. I was getting upset and asked Mickey to call his supervisor one of his colleagues over heard me and decided to step in the other colleague claimed he was a supervisor and I told him what Mikey said he needed from a supervisor.. after explaining everything to the other colleague he lied and said he was as a floor manager not supervisor so he couldn't do anything either.. instead of trying to help.. their solution was to have me call customer support and talk to them... I asked Mickey and his colleagues to make the call they said they couldn't call.. at this point I was irate. I asked both reps why did I have to call customer support as I'm not an employee there.. shouldn't T-Mobile reps call for their customers ?? They said no it's not their job... at that point I was upset and not going to leave the store with out a resolution. Mikey continued to be curt and rude laughing at me and my situation while I am on the phone with customer service. Things just got worse.. another colleague stepped in his name was Gabriel Jaime I explained my situation to him and he said he was supervisor as well.. which was a lie he was just floor manager.. Gabriel than proceeded to sit there with smirk on his face and condescending tone telling me that they won't take my phone or can't help and asked if I would like to buy a new phone instead... at this point I was ready to explode. I tried to keep my cool.. the store was closed but there were reps helping other customers still.. meanwhile I'm still on hold with customer support.. because none of the reps could make the call for me.. Gabriel Jaime proceeded to act nonchalantly and the was giving me time limit to leave the store and threatened to end the call I've been on hold for almost over an hour with that he would end the call.. I told Gabriel that I just want to get the customer service rep on the line so they can call my cell phone and I can leave... Gabriel than proceeded to threaten me by calling the police and saying they will have to force me out the store. Gabriel than proceeded to get upset and tried to intimidate me by continuing to stare at me as if he wanted to fight me. I asked Gabriel why he was staring at me so hard and he said I was in his space and that I was looking at him... Gabriel literally walked up to my and invaded my personal space.. as I was explaining to Gabriel I just wanted to get the customer service rep to answer the phone so they can call my cell and I can leave.. he continued to try to intimidating me by staring and said he was gonna call the cops... by this time it's almost 10pm.. the moment Gabriel stepped away from me customer support finally picked up the call and they were able to help me... I've never been disrespected like this before in my life and Gabriel is lucky that I didn't escalate anything there at the store and things didn't get worse... Anyways buy beware don't go to this store visit the store off Central in Chino Ca they are way more helpful! read more

Alc is the best! Very knowledgeable and customer friendly. Definitely the best customer service I ever received recently. read more

This was by far the worst customer service I've ever experienced. The employees were extremely rude, and during the interaction I was called a wetback gorilla which was completely unacceptable. After that, I lost my temper and the situation escalated to the point where I wanted to fight the employees. No customer should ever be treated with that level of disrespect. I hope management looks into this and addresses how customers are treated. read more

Worst service ever. An hour wait for a screen protector replacement and I didn't get my screen protector replaced. In the middle of helping me the associate stoped three times. To check people in. Stopped to go chat with the other three associates about nothing, just joking around. Then replaced my screen protector, messed it up and had to redo it but before that. He took a phone call and was on it for about 10 min, not working on my phone, when I decided to just leave. I worked a 10 hour day, drove an hour and a half in traffic, just to deal with this crap. I should have Ben in and out in 15 to 20 min. Not close to an hour. read more

The workers here are amazing. They've always been kind and helpful. I've always loved T-Mobile service I do have one complaint recently my husband's phones have been STOLEN luckily We got insurance on the phones unfortunately when my husband tried to submit the claims on 3 separate occasions each time took a minimum of 2 to 3 hours he was told that there's nothing that they could do and to call there hotline the first thing that they asked was the model number to the phones that had been STOLEN . We do not have possession of the phones to give them that information the second thing they asked was for verification code to be sent to the phones that were STOLEN again we do not have possession of the phones to give them the information either we bought these insurance's to protect our devices My husband's phones have been missing now for three weeks The only thing left for us to do is to go to a T-Mobile store to see if they could fix thisunfortunately through this entire ordeal my husband has been in the hospital so we have to wait until he's discharged which could take another three days now we're continuing to pay for two phones they cannot be replaced and for services that are no longer being used by us your workers are wonderful but your insurance is useless spending 2 to 3 hours on a hospital line to access insurance that we paid for just to be told that there is NOTHING that can be done is maddening read more

Eddie provided excellent service and was very thorough with his assistance. He made the process of getting a new phone and transferring the old info effortless, so I didn't have to bother with any of it. I give this spot five stars based on Eddie's outstanding customer service. read more

Normally I am not a big fan of going to the phone store but my experience with Oscar completely changed my mind. He greeted with a smile and a willingness to help. He handled my issue so quick and efficient. Great all around service and I appreciated his work ethic. read more

This store sucks, if I could give negative stars I would. We walk in to this store to upgrade a phone for my granddaughter. I was told I had to do it on an app and they could NOT do it in the store???? The service person took my phone with the app and was not able to order phone to deliver to my granddaughter address ... so she changed my billing address! I told her to forget it and I would just do it online. Now I cannot change my billing address back. After I ordered phone ( it would take up to a week), my granddaughter's phone stopped working. Somehow they locked the sim of her present phone and could not get it unlocked. So I went back to store and basically he (different person) was useless. Went home again and called the 800 number and got them to swap sims to get her phone working again, and change my address back. I have been with T-Mobile over twenty years ... with the customer service I have in the last week I won't see another year added. When you get better service on the phone then in person, something is really really really wrong. read more

Bryan was excellent! The chino hills store is amazing they helped us with our insurance claim since the eastvale store was unwilling to help us.. read more

I've been going to this T-Mobile for years with my family and i've always loved it. The best worker (that has helped me) was Brian. But, I went in today to get a new screen protector with my friend (she also goes to this location) and we were checked in with Derrick. Derrick was absolutely disgusting. My friend was trying to get her new screen protector and Derrick was rolling his eyes. My friend was asking about information on her bill and Derrick said "I mean.. it's not that serious but i'll look for someone who can talk to you about it" then walked away. Why work with customers if you can't handle a question or two? Why do you have to be so rude.. quit if it's that serious? read more

I would like to thank Eddie for helping me with my phone upgrades. He helped me from start to finish seamlessly and made everything easy to understand. Not sure if he is the manager or not, but he is impressive guy. I recommend to book an appointment with him and no one else. read more

Shoutout to Oscar, managing a whole family upgrade, adding a new line, trade in devices, shipping to multiple addresses, email changing and knowing all the policies in one visit. Great experience he really knows his stuff! read more

Excellent service; my go to T-Mobile store. Rabeeh helped me pick out a new iPhone, and Katherine assisted in taking care of account issues and a new iwatch and digits line. Friendly, attentive and professional. Thank You! read more

This is one of the worst fucking T-Mobiles on this earth and they are so fucking lazy and so fucking lazy. Literally the worst I've ever seen and they make you wait and wait and do not care about you at all. I fucking hate this T-Mobile and I can't wait to move out of Chino Hills so I never need to go to this T-Mobile ever again. read more

OMG!! Came in to return a modem, waited 45min for someone to Not help me. It didn't matter if I had the modem or not, as long as my account was closed. While I waited there was a lady there with a crying baby waiting for the man behind the counter , that was waiting for the computer to load and print this woman's paperwork for her new phone... Waiting for nothing....there were 4 guys there.......Goodluck people,like at the airport bring some Patience. read more

The best T-Mobile location and assistance! Samantha, Derrick, the store manager, and all the staff here helped me with the new iPhone 16 Pro professionally. From placing an order, to installing accessories, to returning and exchanging, I might have requested too much, but all the staff assisted me every time I came in. Unlike the other T-Mobile location in Garden Grove, they did not accept my request for an exchange and did not help with installing new accessories. I never went back there after just one visit. read more

Came in for a new sim card because my mom lost hers while traveling abroad. The whole process was quick and easy. Guy who helped me, Jesus, was professional, fast and super friendly :) read more

I was having trouble in switching a number to a different account and the store clerk told me they cant do it here in person. However, Bryan walked me through the steps and even took time to call the customer service rep to do the switch on their store for us. It was smooth sailing from that point on. Really appreciated the customer service here particularly Bryan. read more

It's a great service . Katherine and Jesus were so helpful for our concern of converting our physical sim to an eSIM. They were so helpful even in getting the new case and screen protector for my new iPhone. Great . read more

Had a great experience at the T-Mobile Chino Hills location with cell phone expert Scott. He was patient, helpful, and made thoughtful recommendations based on my needs--like internet use and the idea of having an extra phone. nothing sales about it. just education and suggestion based on my lifestyle. Grateful for his guidance and professionalism. Now what are you waiting for, go see Scott! read more

Eddie is the man. Went in to trade in my phone and he gave me some amazing advice. Funny guy too.

Before we start I want to let everyone know that I am in my 20s. I've never felt like such a boomer before having to come into store to have a T-Mobile rep help me reset my phone. I walked in and Nick instantly put my name on the list. In less than 5 mins he was helping me and explained to me how the new iPhone 14 has a different power cycle/reboot process. It's no longer volume up and power (cries). I learned a thing today and felt real old having to go into store to turn on my phone LOL. Thank you Nick, hate you Apple! read more

Everything. Zero "awareness" by ALL employees of customers in store. Sign you in, tell you 10 minutes, and 30 minutes later still oblivious of you. read more

Really bad service here，waitting around one hour and nobody came to help but let some other customer do cut in . bad service read more

Scott was amazing--so patient and knowledgeable. I would keep coming to him for all future TMob/Apple phone needs.

I switched and guess what, after the first month, I was paying the same I paid with Verizon. A total bate and switch. Month one is low, then they tag you with all the extra charge the second month and you save nothing. And, it is a pain to change services. Don't waste your time. Negotiate with your current provider. read more

Wrote a review for the T-Mobile survey but forgot to attach it to Yelp as well. TLDR; Ignore the negative reviews this store has the best customer service. Stewart, Rabbie, and Tony were exceptional at their jobs. They deserve all the praise and a raise!!!! My mom and I recently purchased two phones at T-Mobile, and I can't say enough good things about the customer service we received. From the moment we walked into the store, the team was welcoming, attentive, and genuinely eager to help. Not only did they make the entire buying process smooth and hassle-free, but they went above and beyond with assisting us in transferring data from our old phones to the new ones. Stewart, Tony, and Rabbie were very patient and persistent with helping with the process. It can be a bit intimidating when getting a new phone but they made sure everything was transferred perfectly. We've visited many phone stores over the years, but this T-Mobile location has the best customer service we've ever experienced. I would highly recommend them to anyone. Thank you so much once again to Stewart, Tony, and Rabbie!! Please give them a raise!!!!!! read more

Samantha provided great customer service. She was patient, helpful, and friendly, and she is bilingual! Very happy with the level of service she provided. read more

I don't write reviews often but when I do it's because of an exceptional experience. My wife's phone suddenly broke, and she was in need of a phone right away. She went to T-Mobile and was assisted by Stewart McKay who is the reason why I'm writing this review. Stewart was kind enough to call me while I was at work and guided my wife and I step-by-step to a very good deal. He literally went out of his way to get us the best deal possible that my wife didn't even know was an option for us. If you are ever going into a T-Mobile store visit this one and ask for Stewart. Hopefully he hasn't been promoted by the time you get there because I'm sure it's only a matter of time. read more

I went in yesterday to upgrade me and my fiancés phones as she was leaving ATnT and adding her line to my account. I had a million and one questions but SAMANTHA answered all of them without hesitation. She went above and beyond by reaching out to customer service for me as a previous tmobile store made a mistake that was costing me $$ on my bill and got that cleared out . I wasnt even aware of that. Awesome service! Give that woman a raise! read more

Rarely have to go into the T-Mobile store, so maybe this is how this particular store does business. Multiple people "helping" one customer. By helping, I mean shooting the breeze, speaking about nothing related to anything business related. I stood around for 15 minutes and wasn't even acknowledged. Very disappointing as all I needed was a screen protector replacement. read more

Just had a horrible experience at this particular T-Mobile, I was placed on the back burner twice so the manager could lie to someone else. First he said he did not have the phone in question, he did not bother to look right away. He did not take my name or bother to hand me to another representative. They even quoted me a higher amount than my previous trip to the Brea mall location. They need to make this a self serve location the stars would go up significantly. read more

Went to get the Apple Watch Ultra 2. Called ahead of time to see the availability and I was told they have it on stock. Went there in about 10 minutes and wasted to 45 minutes to find out that they don't. Horrible experience. read more

Hot mess poor customer service. Visited the store twice to complete an exchange. Customer service reps lazy and tired looking.

Want to give a huge kudos to Alex Torres! She's amazing with details & took the time to review everything. I originally went to the TMobile near my home but got lukewarm service. Stopped by this location near work during lunch time & walked out with 2 bags (phones & home internet). Bonus: got cute tumbler since it's TMobile Tuesday! Thank you Alex for the great customer service! read more

T-Mobile - Mobile Phones Near Me - Chino Hills, California