Walked for help and did not receive an acknowledgement for over 30 minutes They do not care about customers a lot. In the 20 years I've been a customer this is the worst experience read more

I have been a customer for 4 years almost 5 and I have never encountered bad customer service. I was interested in a new phone although i was running into issues online , They were lazy and just said to order online and they had it in stock . I went to rosemead they helped me through their ipad because they noticed the troubles i ran into. read more

Rigo was very helpful and gave excellent service, everyone is very helpful! Will be going back!

Sara Kimberly Edwin i'm giving your store five stars for the excellent most supreme customer service by Edwin Sara and Kimberly. I appreciate you guys helping me out five stars across the board. I'm recommending friends and family and whoever reads this excellent customer service they took care of me I got a little emotional. They hooked me up with Water. This is my store according to Sara never go anywhere else. This is my store. read more

I absolutely recommend everyone in getting a phone from this T-Mobile store. I came in so exited to see what they have going on and I got treated with so much care and respect. The man who helped me was Jose Campos. He not just helped me in getting a phone but as well had me coming back for more deals they have. Everything was fast and fair. Come to this store ! And ask for JOSE CAMPOS!!! read more

Went in needing some help and Melissa was transparent and well spoken! I would recommend her to anyone who needs a new plan or needs an upgrade. read more

If I were able to provide a lower rating, believe me I would. I have never had such a terrible customer service experience as the one I just had. I was helping my mother-in-law and her son call T-Mobile about simple questions regarding recent new charges, and was met with avoidance and the run-around from the customer rep (Rie) and supervisor (Louise). First, I want to state that I understand the need to be mindful and careful of fraud. However, my mother-in-law asked for my support since she is mostly Vietnamese speaking, and did not feel comfortable calling in about the charges. Knowing I would need an account holder on the line, I asked my brother-in-law to make the call with me to help verify the account. While on the call with Rie, she had us verify the account, to which my brother-in-law was not immediately prepared with the code. We were still able to provide the code, but the service rep then proceeded to explain that the code should have been updated to a "6-digit" code. We explained that we were not aware of this new change and asked if we could update it now, to which we were explained we couldn't and had to be done by the account holder on the bill, my mother-in-law. I explained that she was not comfortable and that is why were calling on behalf of her, along with my brother-in-law who is also an account holder. The service rep, Rie stressed that she couldn't do anything more and suggested we go to a store in person. At this point, I asked for a supervisor to explain the situation, since it seemed unreasonable to ask us for a 6-digit code, when we the account holders weren't even aware of the new requirement. The rep had us on the line waiting for almost 30 min before we transferred to the supervisor, Louise. Before Rie transferred us, she still discouraged us from taking the call, stressing that the supervisor would also need to verify the account with an account holder. I explained that since my brother-in-law was on the line with me, and an account holder, there should be no issue. Rie agreed and proceeded to transfer us, but not before verifying who I was and my relation to the account holder. I want to clarify that I am a case manager (for work) and have made several of these calls on behalf of my clients at work. The supervisor Louise, verified our reason for calling and expressed that the service rep had informed him of the situation. We stressed that we simply had questions about recent charges, but were having trouble verifying the account, which was now part of the reason for speaking to a supervisor. The supervisor, alike the service rep Rie, repeated that they could not verify the account and was asking my mother-in-law to call directly or visit a store with identification. I again stressed that my mother-in-law is mostly Vietnamese speaking, elderly, and does not feel comfortable. I also stressed that since my brother-in-law was on account as an account holder, they should be able to assist us. I further stressed that it was unreasonable for them to ask us for an updated 6-digit code, when we weren't event informed of these new updates, and asked for support with the update on the phone. Louise, the supervisor continued to repeat that he could not give any further assistance until we verified the account under the new terms. I challenged this requirement, explaining that I have repeatedly helped other clients (from work) with updates and questions about their T-Mobile account, while using the usual 4-digit code. I asked for a response, but realized the supervisor had ended the call. Now I am here writing to insist that T-mobile improve their customer service, especially if it is from a supervisor, to avoid these situations in the future. This experience has left me with the impression that they didn't care about the situation, and now my mother-in-law still has the new charges on her bill, that we were unable to clarify. If this call was done by mother-in-law herself, I can guarantee she wouldn't have understood the process or the code, since it is my brother-in-law that helps her manage the account. I hope this message reaches experienced T-Mobile customer service to work on their interactions with clients and basic etiquette, to not hang up on customers after making them wait for 30 minutes. read more

Stopped by to check out the phones. I was attended 3 different times by 3 different people until they found someone to help me and they were all so rude and in such a negative mood. Thankfully the last person to be able to assist me was Erick. He was so kind and very patient when deciding what phone I was looking for. The girls that were trying to "help" were being so rude implying I couldn't check out things if I wasn't going to buy it. I am not going to steal lol. I'm glad the employee Erick whom I was waiting for was very generous and let me look at the things like phone cases. read more

T-Mobile - Mobile Phones Near Me - El Monte, California

RUDE WORKER!! I came in with my mom to talk to a worker about a few line on our plan. My mom was about to ask a worker if the guys that first helped us open our account was here and the fat girl with bangs and glasses ignored her when she passed right next to her i know she heard my mom because she subtly looked our way and made a face and continued to walk away. we have been part of t-mobile for years and this is the first time we have ever had an issue with a worker if she doesnt want to help out or work here i dont know why she does or why she has to be rude. Id didnt see her name tag but I came in at 1:50 on December 22,2024 read more

Well, for starters, I was having a quite crummy day, which is not the word I wanted to use, but there you are. And so I just had to write this review to say thank you thank you thank you to Melissa, who took all the time in the world that was needed to explain the different models available the different plans and what the fees are and answer all my questions. every employee everywhere could take lessons from Melissa, which is a testament to great manager at at the El Monte T-Mobile location. Keep up the fantastic service and great product availability folks. We really appreciate it especially at this very stressful time of the year. Happy holidays, T-Mobile and thank you thank you!! read more

Awesome and above excellent customer service. The place was booming with business and every customer that entered the building was acknowledged and greeted. I came in with an issue that could have been easly been taken care of online and instead of telling me that and moving on Paula made sure I knew how to do it and walked me throgh what needed to be done. She maintained respect and patience on a fast paced hectic Saturday afternoon. I will definitely recommend everyone I know use that store over others. Thanks again for the great service. read more

Came in and the place was completely empty! First time I have been in a T-Mobile Store without customers. Theres 2 employees in china he store. I ask the first one if I can upgrade my I phone 11 to a 12 so I can get a better reception. He insisted to keep my 11 because he said 5g is really bad. I told him J wanna upgrade anyways. He then told me to go to the other employee to do it. I go to the other employee and he said I need $530 to get the Iphone I want. I'm not sure what kinda racket they are doing. Either they don't get commission on an upgrade or they are pretty darn lazy. No wonder the store was empty. I just finished with T-Mobile in Rosemead. Very Crowded and had to wait for 20 min. Very good service and very accommodating. They said 5g was definitely better. Upgrade was not a problem. I just had to pay tax and I was good to go. I am very confused right now. read more

It was bit busy and I had overheard a lady upset that she had to wait because of a waiting list that she wasn't told about. I decided to ask the gentlemen in the front if there was a waiting list and how do I get in it. After 20 minutes of thinking I was on the waiting list I am approached by a different employee asking me if I was on the wait list. I explained to him that I was and gave him my name , he then tells me that he would add me to the list and I would need to wait 20+ minutes more because two people whom arrived later than me were before me. After telling him I gave my name and should be on the list I was told I wasn't. I wasted 20+ minutes I was not about to wait more. I went to VERIZON a huge difference in customer service. Will not consider T-Mobile in the future !!! read more

To the team at T-Mobile on Main Street thank you guys krystal Eric Jessica you guys are great great patience great customer service through and through this is the shortest time I spent in T-Mobile compared to the others customer service with everybody is extremely excellent polite friendly clean environment and special shots goes out to krystal for helping me out I was frustrated I was annoyed but she hooked me up thank you krystal keep up the great work I can't appreciate it even more keep up the great job guys im giving you guys 5 stars thank you read more

I went to buy a phone when I was ready to pay it was like $100. 00 more . I asked why and the sales person said it was the taxes . He never told me it was $35 for just buying the phone there and failed to mention that he was charging for the extra for the charger !!! I think it was cuz my husband was speaking Spanish so he thought we were dumb or something read more

Steve is the man! Thanks for all your help! Professional, friendly and I recommend to anyone for their wireless needs! Thanks again !

They put you on a waiting list that they don't follow and keep you waiting 45 mins to just talk to someone. I hated my experience here.

Thank you Krystal ! You were extremely knowledgeable and helpful ! You made my phone appointment experience the best experience I have had yet. Thank you for taking the time to hear my concerns and troubleshoot with me. You were able to assist me and solve all my concerns. I would give Krystal more stars if Yelp allowed me too! read more

Thank you for helping me today Christina..and really taking your time to focus on me..

Tonight tonight I came to this t-mobile store at main street and tyler avenue to buy a prepaid simcard. The money I already paid and the men staff told me that it was good to go that made me believe the simcard is good and available to be used. i wanted to make sure it is not going to be a forever lasting procession to set up and get it ready to use because i am not very familiar with dealing with complicated process. I asked him to help me change the old simcard i had into the new one that I just bought and then I was strongerly believe that it would work. Bu t after I leave the store walking to my house I regcognized that the simcard is still needed more step to get ready to work, I tried to call my friend by the new number and there was an automatic voice responding keept asking me question and asked me to wait for it to transfer to get me help. It really pissed me off because I believe that is not reasonably at all for t-mobile to take that much time and patience from me to provide me the service that I deserve to be served. I came back to the store and they already closed store which is right base on their schedule, but I think there should be some change in there polices about emergency serving when their customers get in trouble with the service and the mistake is not belong to customers. So, it mean I believe the staff still had have to be responsibility to help me out even it was over 20 minuets since they closed the store. read more

T-Mobile - T-mobile wireless store - Mobile Phones Near Me - El Monte, California

Went in today thinking that my phone was broken. Cristina greeted us as soon as we walked in and offered her assistance. Turned out my phone just needed to be cleaned. Saved us lots of money!! She was friendly and very professional! We will be back in the future!! Thanks, Cristina!! read more

Worst service ever!! Especially from the associate Sara!! Get a better attitude lady or better get another job

Went in yesterday evening to purchase a new phone. Had to wait 2 hours before being helped., there was an employee with a customer laughing and singing while we were waiting to be helped. I approached an employee her name amid Sara to tell her that people were being helped before me and she said that if I didn't like it I could leave. Worst customer service ever! These employees give a bad reputation to T-Mobile . read more

Krystal made my experience at this location! She was very attentive and knew exactly what she was talking about. I was switching from another carrier, and she answered all my questions, impeccably! If you are thinking about switching to T-Mobile, I definitely recommend this location! Don't forget to ask for Krystal! read more

Worst t mobile ever. The customer service is horrendous! Especially coming from a corporate store! I went in to buy a phone and the store manager (Jessica) was completely rude. She was quick to take my sale and didn't explain anything on the agreement. No monthly, no nothing. MY name was even misspelled on the agreement that she handed me. Her sale was SLOPPY. As a leader at a corporate store, there should be expectations that need to be met. She told me if I had questions to call customer care, I had questions about my insurance p360 screen protector. Didn't want to help me and she flicked my phone at me that was on the table and said "call customer care to help you." I used to work for t mobile, and hearing that from a STORE MANAGER, shows no leadership or accountability. She told me there's nothing she can do and I told her customer care is a 40 min long wait, I asked her to help me as a manager I thought she would, I literally had to argue with her to call and once I demanded to call herself put her "token code and passcode" in to get to customer care quicker she finally budged and helped. And when she did she put one of the reps to help me. So she takes the sale that she won't get commission for, that could've helped a rep, but when it comes down to ACTUALLY WORK.... you're too lazy to do it? I mean she did explain she worked at sprint for 9 years so that explains her customer service. Explains why she's so miserable and why sprint went out of business. I hope corporate or a district manager sees this and takes ACTION IMMEDIATELY. Because this is very unacceptable. Especially with reps walking around with no name tags, accessories loose on the pegs and laid ON TOP of the pegs, and personal information was left on devices. If I was an auditor this store would've been docked VERY BADLY. read more

Moises the manager and staff have no customer service skills . Went in there a few weeks ago to pay off my devises to lower my bill they gave me a price when I got my bill it was still 100.00 more then what they said. When I went to talk with Moises about the bill he was very arrogant and cocky and was open to assisting me. I have had many issues with sprint / t mobile organization throughout the years on misleading information. Would love to find a different carrier at this point read more

I am so grateful for the assistance and service that Krystal and team provided, she was very professional and knowledgeable. She walked me through the process step by step to have my phone repaired/replaced. She made me feel assured that I was going to get the help I needed, and she delivered. Thank you so much Krystal! read more