Worst customer service experience EVER! Sprint was so much better. I've been a Sprint customer for 12 years when at this location and was happy. Walked in today since it's turned to TMobil and it's the worst experience of any phone service provider I've experienced. Say I don't have insurance, when I've never not carried it. So they won't help fix my phone. I've been on hold with customer service for 15 minutes and still waiting with no assistance read more

What a horrible experience at this store . . . The greeter was cool, but the tech in the back "SEAN" was horrible. I had gone to another T-Mobile store and was referred to him. I don't understand why. I've never felt so discriminated. I never talked to the gentlemen but the way he stared at me up and down like if I was some Criminal. Horrible experience . . . He barely looked at my phone and signal the sales associate to tell me He couldn't do anything . . . I pay monthly insurance To be helped when I needed. I didn't ask for anything free . . . If I had to pay, I would of paid. I went to another store on Broadway and 5th! Best experience ever!! They were friendly and helpful. Fixed my phone and even bought me chips n soda read more

Yesterday I went to T mobile in Encino and this young man Lawrence D. assisted me. He was very cool, calm and collected and I was very high energy, a little stressed and just needed things to go as smoothly as possible, in an attempt to have things less stressful for me. Lawrence was able to make that happen. He was efficient, calm through it all and got the job done. We had some obstacles because a number of phones were not available and it seemed things were turning bad. But Lawrence saved the day, found the perfect phone for me at the right price and I ended up purchasing two more items. Lawrence D. was very professional, did not feed into my flustered energy and he was efficient! I left your store happy, satisfied and most importantly, calmed. Good job Lawrence D., I see you! read more

Scammy, scammy, scammy! I called this morning searching for an Apple Watch (40 mm) in space grey for my son. I was VERY specific on what I was looking for and Carlos assured me he had one left and would hold it for me. Before driving down I called again just to make sure and again, he assured me he had the specific size and color. I show up and what do you know, it's the wrong size! Instead of apologizing for the miscommunication, he tries to say maybe I heard wrong. REALLY?!!! I just packed up 3 screaming kids to drive 20 miles, there's no way I heard wrong. Terrible customer service. If I ever had to do business with T-Mobile it definitely won't be this location and it must certainly won't be with CARLOS!! read more

Amazing is all I can say . I was on the phone with sprint for over an hour trusting they helped me. They didn't. Gave me incorrect information- a real nightmare. When I got to the TMobil store was told they didn't do what they said. Amanda greeted me at the store and saw my frustration. She immediately got the manager, Leroy who was so helpful and knowledgeable about everything. He called me down and really cared. I love the store and Leroy. Not only did I not need a new phone but he fixed mine saving me money. And did it sooner than he said. Thank you Leroy. You are the best. Highly recommend the store. read more

Added a new line with Carlos and he was very helpful. Took the time to go over all of my options and went out of his way to help me get the phone number I wanted. Glad I got T-Mobile and not Verizon. Cheers. read more

From the time I walked in to the time I acknowledged my issue involved needing service with a new S23 ULTRA, and an accessories return, the level of professionalism and willingness to assist with that same level of quality Tmobile is known for, deteriorated profusely. It was a "night and day" deviation from typical Tmobile Customer Service. My past three visits to a brick and mortar store, and twice to this location, have been both a disaster, and total waste of my time. I arrived with the intent of transferring my data from my old Note9 to the new Ultra23 and exchanging the case I received from Tmobile Customer Service for a better one....simple right? Not at this proud self proclaimed corporate store! Once it was determined no additional economic transactions were involved, ideals best designed to discourage and itemidate a customer were put into play. The number one thing involved the insinuation that it was necessary to put my identity in question by initiating inappropriate practices not normally employed according to standard and customary procedures displayed by Tmobile Customer Service. All of which was done before clarifying the stores actual position. This review can go on for paragraph after paragraph about the brass, insulting behavior, but my motives are more simplistic. Franchisees, even those who claim to be Corporate Stores, do not share the same customer values. Their policies lean more towards totalitarian capilists behavior, i.e., "if you didn't buy it at this store, call customer service, because that's where your loyalty lies." I have been a Tmobile Customer for over 30 years. Loyalty to nearly a fault. This separation of communication is not what I banked on. For us busy business owners, and any other customers who don't want to frequent stores, this behavior will surely drive us farther away. I vow to never set foot in another brick and mortar, and advise all customers of the same fiber to follow suit, unless there is a major change. read more

I had an unbelievable experience here today. My Galaxy S10 caused my phone cable to light on fire from overheating while I was driving. I explained this situation to the clerk who told the boss sitting behind the plexiglass and he said that they ran some tests and determined there was nothing wrong with the phone, it was "probably a bad cable". I asked them to replace the cable and I was told that they don't exchange cables even though the one I got from them caught on fire while I was driving. This "replacement policy is a lie, if what I experienced doesn't qualify then what does? I've been in sales all my life and if one of my customers had this experience with something I sold them, I'd replace it just based on good business practices. The manager behind the plexiglass who ran the "tests" didn't even come out to try to calm the mildly tense situation they created by their lousy service. The cherry on the top of the lousy service: 2 calls to customer service, never returned my calls after I opted for the callback. I'm switching carriers this weekend. Shoppers, you've been warned: DO NOT COME HERE UNLESS YOU WANT THIS TYPE OF SERVICE. read more

I needed help with a much older phone that I was replacing and Kevin was extremely helpful right off the bat. He knew exactly what I needed and when a few hiccups got in the way he had all the tools handy and a great attitude to help get the job done. I had an excellent experience at this store and am very glad I went to this one. read more

Great store. Wonderful service. Terrific manager. Kevin goes out of his way to help and make sure you are taken care of properly. Been there three times about things we couldnt figure out and he took the time and patience to help us. read more

I've always preferred this location above all others (while it was sprint) because of the repair center, large inventory and the fact that they were one of the few authorized sprint locations. But now (&since they made the switch to T-Mobile) I can honestly say they're my favorite location because OF THE STAFF! The manager Leroy is the shit! He went over and beyond for us to help reverse something that would have normally been irreversible. It wasn't even about the money as much as the principal, and he understood completely. We've been with Sprint for 22years now and something like that just isn't common in today's world. He didn't even make me re explain myself to multiple people; the store manager Kevin wasn't in at the time, so he emailed him with the issue and got back to me. Kevin was also really understanding and relatable. I feel like T-Mobile just brought a whole new vibe all together. Even another team member Mars took the initiative to ask me about my service (since the merge) and suggested that I exchange my SIM card from sprint to T-Mobile to get better coverage -for FREE. He did it in a few minutes while helping with another transaction. THEY ALL WENT ABOVE AND BEYOND! So rare #bestlocation read more

Writing a review thanks to the excellent customer service from Arturo. My brother and I went to another T-Mobile store on the same street earlier that day only to have the new plan we were looking at explained terribly and instead of getting one of the phones, that we had insurance on fixed, they were encouraging us to just trade it in. Thankfully we trusted our gut and went to the store up the street where we were helped by Arturo who took his time explain the details and allowed us to get the screen fix in order to take advantage of a $830 credit deal toward a new phone. I have not always had the greatest experience with cell phone carrier stores, but this time it was different. In the future this is the only store I would go back to as I felt they were putting our best interest first over just trying to make a sale. Really appreciated Arturo's help and hope he is there the next time i need assistance. read more

I will ONLY go to this T Mobile store from here on out! My boyfriend and I are endlessly grateful to Leroy the General Manager, Crystal, Areli, Ryan, and the genius, brilliant Ben the Technician! I called around looking for a store near the Encino area because I used to go to the Sprint stores in North Hollywood and never had any great experiences there. I love the Encino area and decided to call around there to see if they could help us out. My boyfriend's phone was an absolute mess, broken but still sort of working so i figured I'd give it a shot to see if someone could help. From the first initial call I knew this was the place to go. I asked to speak to the General Manager because that's what I do and Leroy got on the phone and patiently asked me some questions to see what would be possible for us. He took his time answering all of my questions. Keep in mind he was done for the day and still took the time to help me out and not rush me off the phone. Seriously never had this experience at any other phone store EVER! Leroy was a professional and actually cares about the customers. He told me to come in the next day so we did. Areli greeted us kindly at the door and we only had to wait less than 3-5 minutes before Leroy came out to assist us. This store was pristine clean and had calming energy. Great location and parking was easy. Leroy, Crystal and Areli took our phone and inspected it. They couldn't promise it would work again but they said they would really try and see what they could do! I had a great feeling and knew it would work after leaving it at the store with them. I thought we would have to leave the phone for a few days because of the condition it was in... I mean it was REALLY busted up... It took a couple of hours and a phone call that day and our phone was fixed! We couldn't believe it was salvaged! Ben the technician is a master genius in his field! I was in shock how new it looked and couldn't believe he got it working again. It was better than before and he was able to save all of our info/pics etc. that was on the phone even though it looked like it was never going to work again! We were SO lucky! I will travel to this store only because of the attention to detail and level of care that this store provides. I am a perfectionist, very detailed and an extreme empath. I knew right away this was the place to go and I was right! Thank you, thank you, thank you to everyone that works here! You saved the day and we will be back very soon for my phone. This store should train all of the other stores because of their level of great quality customer service and care! I will recommend this particular store to everyone I know and don't know! And will be moving about 3 ish hours away and will come back here if I need anything for my phone. Not kidding. Thank you guys! read more