My girlfriend and I came in to switch our plan, upgrade to a new phone, and apply her work discounts -- and Derek made the entire process smooth, stress-free, and honestly enjoyable. He was incredibly patient, kind, and knowledgeable, even while answering my 100+ questions and gracefully handling my girlfriend's sassiness . Derek never rushed us, explained everything clearly, and made sure we understood our options so we could make the best decision. He went above and beyond to get us set up on the right plan with the right discounts, and you can tell he genuinely cares about helping people, not just making a sale. Because of him, we'll only work with Derek from now on and will absolutely recommend him to friends and family. If you're thinking about switching plans or upgrading, ask for Derek -- you won't regret it. read more

Derek was our guy who helped us he Did a great Job and his help was much appreciated.

I had an excellent experience at T-Mobile, all thanks to Derrick. He spent almost 3 hours helping me switch my entire account over, upgrade my phone, and make sure my work discount was properly added to my new plan. Derrick was incredibly patient, knowledgeable, and thorough throughout the entire process. He explained everything clearly, answered all my questions, and never made me feel rushed--even with how detailed everything was. I left feeling confident that everything was done correctly. Customer service like this truly stands out. Huge thank you to Derrick for going above and beyond--I highly recommend asking for him if you need help! read more

Uneducated, unprofessional and lazy. I drove 30 minutes to this store because customers service assured me I could get a new internet modem at this store. The yung woman at the store wouldn't be bothered to help me find a solution then she proceeded to lie the customer service on the phone and said they had no modems in stock. I had to drive to tolleson to a different store and they resolved the situation in 5 minutes flat. The rep at this store checked the pebble creek store inventory and they had 17 modems in stock. Corporate needs to reevaluate the people working at the 15465 W. McDowell rd location. read more

We had gone to another store before this one and thank god we came to this one. We walked in and right away Ariana helped us and let us know she had two phones in stock and it would be no problem to keep the same numbers. (Previous place said they didn't have stock and needed new phone lines). We were in and out in less than 30 minutes with two new phones and her and the manager were so helpful and kind the entire time. Thank you Ariana. You made our day!!!!!! You went above and beyond. read more

We went to a different T Mobile place before and it was awful. We came here and the moment we walked through the door we were greeted and had our names taken. Didn't even wait long even though it was busy and they helped all of our problems within 15 minutes. Definitely coming back here. read more

"Meh" customer support. This is clearly a sales center. Also, don't come here if you have existing problems. They are super understaffed, so be prepared to wait half an hour for a simple "no, we can't help you" answer. Parents and I came here twice, once for trade-in and once to resolve account lockout issues. Two Trade in phones were rejected by the manager of the store. She claimed that that LDI, liquid damage indicator wasn't found through her inspections. She made the claim without any effort to receive a second option. Luckily before giving up, I did some research that shows that certain iPhone models are much harder to inspect. So I took my parents phone to another T-Mobile location on a different day to receive a second option from another store in Gilbert. They were able to check, and double check the LDI for me for both phones. Turns out this manager was just not trained. It's unfortunate that we wasted our time here. The manager on weekend duty seems to answer questions while clearly multi tasking, which is just rude customer service. She was very quick at dismissing issues and was very fast in her speech. If you're ESL, which my parents are, this type of service is inconsiderate, especially for someone at the management level. I'm appalled by the lack of flexibility and lack of willingness to go the extra mile". The manager was quick to dodge blame and point blame back to T-Mobile's other service centers and their disconnecting policies. This happens, but usually there's an effort made to remediate issues, but not in this situation. These are the types of interactions that make people leave. So much for "dedicated customer support" for top tier customers. ‍ read more

Worker who "helped" me was rolling her eyes the whole time. And somehow expected me to know how to do, what I needed help with? The reason I took time to come to the store. And the end, I was like Is there anything else you need from me, are we done?" and then another eye roll with a "duh" look Very rude and idk if they allow this type of behavior from their employees. No customer service here, drive somewhere else. read more

Came in when it opened on a Sunday and received fast and easy service. I want to shout out Gus for helping me upgrade to a new phone while being transparent and friendly. Gus was extremely knowledgeable about T-Mobile and its products. Highly recommend going into store to get the best possible customer care. read more

Unfortunately after having a phone stolen , filing a claim and having it approved they still said they could not help us. Our phone was covered by insurance and will be shipped to us, after we receive it they are unable or incompetent enough to say they can not retrieve our contacts . Now I know this can be done . They were rude and dismissive of our situation . The customer service at this location is horrible and the knowledge level is about a 2 ... all they can do is sell phones and exaggerate the compensation for switching carriers , we are still waiting for our $200.00 per line to switch from Verizon last year . Horrible company read more

It's the best carrier that I've had since cell phones came out. The staff is always knowledgeable of all their products.

came in and switched from Verizon for terrible charges and they helped me out fast answered all my questions left me with no doubts read more

This is place is a joke. Absolutely the worst! They all looked at me when I walked in, no one said squat to me, I waited for over 30 minutes and nothing, I mean nothing. No help of any kind, or adding my name to a list, absolutely nothing. Unbelievable. read more

Terrible Store. Went in to see about switching plans from Verizon and all the Rep did was blatantly lie about how much all it was going to cost, Talked us into a new phone and watches that were going to be covered for only $82 a month. We repeatedly asked her to confirm the amount and she said yes, (7 times) Came home to a $200 dollar bill, Of course they would not answer the phone. Called generic T mobile customer support and they said it wasn't possible to get this deal. Returned the watches and still have a bill for $130 which is much more than we were paying with Verizon. No way to get our old phone back so we are stuck with it. Im so mad that I let myself get scammed. RUN from this store!!! Off to report to the BBB... these scams need to be stopped! read more

Waited a half hour, there was one other person in front of me and when I asked I was told they'd be with me soon. When I asked about an appointment I was told they don't take appointments. I wouldn't recommend this store for service of ANY kind. read more

Came in to pick up my new phone. Three people being helped with two waiting. Four more people came in. Still waiting. Two people left. 30 minutes later, no movement at all. Not even a thanks for waiting from staff. Finally just left. Guess I'll pick up my new phone some other time. read more

Terrible service and terrible communication between online support and store support. Called about our home internet not working and talked to the home internet tech support and was told to come to this store to replace my device, I asked if I needed the box before hand and she said no we do not need the box to exchange it. Came in to the store and the lady before me was told she can't return her home internet without a box and the lady was rude about it. I told her I had an exchange from online tech support and she said it didn't matter still needed the box. Then I wasn't able to take the new home internet home because we had a payment plan set up with T-mobile and it was okayed to pay on the 5th. But no couldn't take it home without a payment. Terrible service. Terrible customer experience. read more

I needed to get my Nana a new phone after a lot of frustration from attempting to use a phone she couldn't figure out. Isabel was incredibly helpful and recommended an easy-to-use alternative that was within our price range. I was in and out in no time and felt like I was being helped by a friend. I'll definitely be coming back and requesting her for my future visits. read more

Since cell phones became the norm I have had service with Verizon, AT&T, Sprint, and now T-Mobile. Unless something goes drastically wrong after the merger between T-Mobile and Sprint, I will Team T-Mobile forever. Let me explain: For the first time in 10 years or more, I do not have a bad customer service experience over the phone. Why? Because my plan never changes, not one cent. There has never been an issue in two years since I switched to T-Mobile. I LOVE that my bill never changes, and that it's a good deal, AND, that the service is just as good as Verizon's. Yes, I do have a very few dead spots, but guess what, they are the exact same ones I had with Verizon. In short, T-Mobile has given me my life back as far as not having to call customer service every month and argue about my bill/service---It's saved me time and my blood pressure has been back to normal for two years. read more

Purchased a phone not all that long ago the screen went black. Took it in to McDowell location and they said they could not fix it he would have to bring it to CPR phone repair.we have the insurance on the phone. However you don't get reimbursed until after you fix the phone. Which is not explained when you purchase it. So he bought another phone because he needed a phone for work purposes. And brought the damaged phone to CPR they fixed it within a matter of seconds!! So he immediately went back to T-Mobile to return the phone he just purchased explain to them how quickly they fixed his phone. T-Mobile would not take the phone back without a $75 restocking fee. This was really inappropriate! The incompetency of the T-Mobile worker obviously didn't know how to fix it nor did she check to see if anyone else knew what was going on with it. So instead they sell a new phone and less than a half hour later would not take it back. That's terrible customer service for a long time customer! read more

Matt was Very helpful and patient with us. My husband and I were very indecisive and he guided us through the plans that were offered and helped us figure out what we needed. read more

Do not go to this store. Today who ever was working including the "manager" Lexi Contreras was skipping anyone who wasn't a potential sales call and they weren't even apologetic about it, they did it in front of your face. Even the couples that they skipped me for b/c I had a billing general question, even said, please take him. She rep still wouldn't under the lame excuse that their system was down. When I told her, my question is to verify a billing question that another employee had said and didn't require going into the system, she said, sorry I can't help you. Go to the store on 211 estrella parkway. Guy there was totally professional and told me my issue doesn't involve billing or any tmobile office, just a regular customer service call. I did, and got my answer once home and all clarified. read more

Steve Leon gave me one of the best customer services I've ever received!! I asked him a ton of questions but he was extremely patient, helpful, and friendly throughout the entire process :) I can honestly say this store is exceeding above and beyond customer satisfaction. read more

I completely agree with another review on this page. They completely have false advertising about trading in your phone from Verizon or others and will give you up to $650 on your bill to cover. It's COMPLETELY false. They somehow finagle and falsify things so you end up getting $127 on a $339 bill because your in store purchases add up to all the amount they will give you for your phone. (They gave me $185 on my IPhone 6 Plus, which is ridiculous) I feel completely fleeced and lie to and very unhappy with this experience. read more

I am with Verizon right now, and I have been with Verizon since 2014. Today I went into a T-Mobile and ask them about transferring from Verizon to T-Mobile and about their get out of red. It seems they don't want my business so I'll stay with Verizon or look into AT&T. I have tried calling them about it before I went in. The guy on the phone was very rude to me so I decided not to deal with him. I went into the store and the same thing, I guess they just don't want my business so I will just move on. read more

Epic failure! Walked in to get a second line on my T-Mobile account. This store was the closest to me at the time I went shopping. Two T-Mobile people working with other customers. I started looking around at the smartphones while waiting. Picture this: I'm 6-ft, 4-in, 300+ pounds wearing a white dress shirt, neck tie in 95-degree weather. My ninja invisibility skills come up lacking when I'm dressed like this. So...I'm looking at the phones along one of the side displays and hear the ding of the front door as someone walked in promptly followed by "May I help you?" I turn around ready to ask my question...and the T-Mobile clerk was talking to the woman who just walked in. I had been waiting about 15 minutes when this happened. Will I get a T-Mobile phone? Yup. I've been their customer since the 1990s when they were still VoiceStream. Will I be back to this location? No way...Never...Nope Never screw with my time or my money. read more

James was absolutely awesome to work with! Super personable and patient with the transfer of our two lines from At&t. It is well worth the extra drive to go to one of the corporate stores, rather than the authorized retailers! Will definitely pass-up the closer locations to make it over to this one! read more

Okay, so I went back and they did honor my offer this time. I have to say the person that helped me this time (I think it was Matt) was very helpful and answered all my questions and got my phone set-up/transferred. read more

I went here after a terrible experience at a different T-Mobile store and Tony (pretty sure that was his name, I should have written it down) was very helpful and friendly. Got my 2 new phones, no pushy upselling for insurance or extras. Quick, friendly and helpful. Exactly what I wanted. I wish the t-mobile network coverage was this good. haha read more

Tony is amazing! After 3 failed trips to the Cotton location resulting in about 3 hours, Tony at the Estrella was able to fix my issue with awesome customer service in a matter of minutes . Thank you Tony! read more

The crew at this store is always so helpful! My mom and dad (seniors) are on my phone plan. I live out of state and can't always help them over the phone. Every time my mom has an issue she comes and they help her with her phone without any question. Most recently my dad's phone, which was older than dirt, had issues and we upgraded him to an new older phone of mine. Once again the store staff were super friendly and helpful and made sure we were happy before we left the store. I am glad they are there to help my parents when I can't be. read more

Never buy from Tmobile, They do false promotion advertise for iphone 7 trade in and later do not honor the promotion. A very bad business, they do deserve a $500Million lawsuit. read more

Great customer service and everyone in the store greets me once I step in the door. I won't go anywhere else

These guys here at this location are nice. They help you out and they seem to have extra people working there. I remember back in the day it was a long wait. I am glad that they put a small seating area over by the windows but I do think that they should put more. Not everyone that goes in needs a phone. They just come in with the people that need one. Oh and kids need a place to sit. I notice that people do have to bring their kids and those kids just know that T mobile means boring... This is my favorite location though. This location is so much better than the one on Cotton Lane. Oh and parking sucks. read more

Worst cellphone coverage and customer service ever. I will not for as long as I can help it use T-Mobile services. Trying to unlock a phone that you purchase from T-Mobile is a joke. read more