Ok. I need to vent. In March, I met this one very dismissive rep at the Ala Moana store. Instead of giving me a text of when it will be my turn, he said he can't do anything about it. I found him to be very dismissive and treated me like a second class citizen. In the previous interactions, the T-Mobile workers were decent. But this one took the cake. Did not offer any suggestions like texting me of when my turn will be next, he dismissed me, a loyal customer. The very next day, I called T-Mobile to complain about this issue. I told them that I usually get decent service at that location. However, with this one rep did not help me and lacked the customer service skill to work with the public. Sorry to see T-Mobile resorting to hiring people who lack the know how of handling customer service issues. read more

Hi I was helped by Chelsy at T-Mobile at Ala Moana. She was first of all super helpful and very amazing, if you get her she will make sure you're taken care of. She helped answer all of my questions for starting a line and getting a new phone, if I could give her a raise for her help I would, she went above and beyond, will for sure remain a loyal customer after this. read more

I've had t-mobile service for more than 7 years and even though their service is ok I still stayed with them. Now, years later I needed to upgrade to a newer phone and so I ordered one through them (May and Cameron) which included an adaptor for the charger and almost a month later I still do not have my adaptor that I paid $49.99 for. I got the phone though but no adaptor. Thanks T-mobile for losing a package I paid for and never received. You've been awfully helpful and to the manager that told me not to come later than 4:30 pm because he wanted to leave at 5 pm you've been great! read more

Wonderful customer service from Mei/ Wai (i think that was her name). I walked in for my scheduled appointment and told her what I came in for. I asked questions and she was able to answer them for me quickly without any assurance from anyone. She made the process go by so quickly and easy. Came to the store with my daughter to upgrade my moms phone. I asked her about payments and pro rate amount/ billing statements, and she went into detail with the numbers, which is great, as that is my language. While waiting for the phone to transfer from old to new phone, I asked her about other phones and accessories for the new phone. She took all the accessories for the new phone and displayed it in front of me, smart way of having customers purchase. I only purchased the screen protector (removes blue light), and great thing since insurance was purchased for the phone screen protector is that it's replaceable without charge, unlimited, when damaged. Definitely, will come back as I found a rep that my mom could work with if she had questions about her account. Thank you! read more

Do yourself a favor, don't ever go to this store. They a bunch of lying beeches. They received a replacement phone I ordered and when I went to pick it up, the guy that helped us was a down right lying ahole. Came at me with an attitude from the get go and then never told us that he deemed the phone damaged and that's why we couldn't get the replacement. He made sure he put that in the notes tho. Dude has real issues. Must be low self esteem. Don't worry dude, we still getting our replacement, no thanks to you. They had enough people standing around collecting a paycheck but very little customers going in, that says everything. Can't see they making much money for t-mobile, such a waste of store space. Good luck with your store, you'll need it. read more

absolutely phenomenal customer service very nice people i would for sure recommend this place!

I visited this store to upgrade my iPhone X to the 14 Pro. Because my phone was an older model, the process took up most of the day and there were a lot of steps involved. Jaci assisted my family and I throughout the day and was so knowledgeable and efficient. The process was frustrating for my family at certain points, and she was extremely courteous and helpful with everyone. I am really impressed with how she made a long, tedious process less stressful for everyone involved. She made sure all of our questions were answered, and ensured that all of my data was transferred exactingly. T-mobile has an amazing asset in Jaci! If you are looking to get anything done with your phone, visit this location. They will walk you through the entire process with care and efficiency. read more

T-Mobile's rates are soooo much better than AT&T's! We been loyal Hon Cell, AT&T, Cingular, AT&T customers...it was a bit uncomfortable to switch over but we are so glad that we did. During our promo, we got the following: Trade in on our IPhone 8's ($700!) Free third line Unlimited text, talk and data Free usage in Japan Netflix free AT&T+ for a year And great service from Baylen! Highly recommend Baylen. Follow up is awesome. Convenient with email communication and clear with what can and cannot be done. He's an Androider but is familiar with the iPhone platform. Thank you!!!!! read more

Customer service is pretty good here and they always answer all my questions. Last visit we had took us only about ten minutes to upgrade to a new phone. I rarely do have to visit here, usually only when I have a problem. The staff is pretty patient with explaining options and policies. Most of the time its pretty quick to speak to someone. I think once during holiday season they got slammed and it was 45 minutes but that expected. The processes have always been pretty painless for me. read more

Friendly and helpful staff. I called to get a free Halloween basket with light up handle. Had to make sure this store still had some in stock because another T-Mobile store didn't have any left. Awesome free perks for being a T-Mobile customer! This T-Mobile is located on the 3rd floor but interestingly, parking is on the 4th floor to be able to walk across. Located on the Nordstrom side of Ala Moana Center. read more

Went in looking to trade in my iPhone 12 Pro Max to 14 Pro Max. Got on the wait list and waited for my turn. A female employee helped us, told her about wanting to trade in, looking for a 14 Pro Max, and see if my current 12 has been paid off. She first told us that they do NOT have 14 Pro Max in 512gb or 1TB. To answer my trade in questions, she asked if my phone is in good condition and asked to see it. She took my phone, took off my case, then proceeded to TAKE OFF my screen protector without asking. First of all, they don't have want I want in stock, why was it necessary to look at my phone and take off my screen protector? If I can't get a new phone today, I have to keep using my current phone. Second, ask before you take off my screen protector?? It's not a phone case where you can put it back on? Once it's off it's off! Ask please. I understand that you have to look at my phone to make sure it's in good condition to trade in but that's not a problem for now, you don't have what I want so don't take off my screen protector. I know it's just a screen protector, it doesn't cost much but if I put on a new one and get a new phone within a week or two that's such a waste! Didn't get her name because I did not get irritated until I got my phone back and confirmed T-Mobile does not have what I want in stock. I walked out shocked. Ended up ordering from Apple. read more

I came in for the Tuesdays free gift and I got myself a beautiful barbecue spatula. Going to be ready for summer barbecue. I tried the other location on Beretania Street but they're all out. They recommended Alamoana shopping center. Luckily they had some left. read more

T-Mobile Experience Store - Lots of pink. - Mobile Phones Near Me - Honolulu, Hawaii

Pretty ridiculous that they are limiting the customers to one per party when there's only one other customer and 4 sales people. Guess that's why it's better to spend your time in the Apple store. Thumbs down for COVID 19 policy. read more

Terrible service. Went to the store as per the 611 suggestion to have some issues troubleshooted. The lady didn't even try to do anything but she just told me that my J7 Samsung is known for these type of issues and I should just buy a new phone. Very disappointed read more

We walked in asking about a wifi router. My fiancé said he wanted a portable one and the customer service person helping us (KERRI) kept pushing for us to get home router. We couldn't hear her speaking because of the very loud music and mask they had on. We said we couldn't hear the music is loud thats why we asked to repeat. She said I don't think the music is loud and asked her coworker next to her if the music was loud and the coworker raised her hands like "I'm not getting into this" so to us it looked like she does this often trying to start issues or attitude with customers. We said we want the router with 30 gigs and she said to her coworker "he wants the cheapest one." We asked questions and smart ass remarks. She didn't start being nice to us until he mentioned his job title and changed her attitude, not by much. Never have been treated like this before from this company. Saying things like we asked if credit would be ran on a prepaid router she said nope you could be a john doe if you wanted and laughed. We left and won't be a customer any longer. read more

If I could give 0 stars - that would sum up my experience at the Ala Moana location. I had the unfortunate timing of dealing with the same person on 2 different days. Customer service seemed good initially but it all went downhill fast. "T" put on a $45 screen protector for my phone. After walking out of the store, I noticed a "not supposed to be there" sheen where the fingerprint reader was...needless to say, it stopped reading my finger print. I went back 2 days later and he was at the door. He mumbled with a co-worker when I asked if it could be fixed. He said he'll replace it. He came back with a different brand of screen protector saying he was out of the brand that was on my phone ( was it really? - I have reasons for saying this because I already caught him in a lie after my first dealing with him). Then he proceeds to tell me that I have to pay for the new phone cover - another $45 in 2 days because it is a different brand. Mind you, none of this was due to anything I did! He didn't clean it right in the first place and left moisture under the protector. He said If I didn't want to do that, I can go to another T-Mobile and they could replace it with the same type of protector I have and they could do an even exchange/replacement. That did not sound right. But I went to another T-Mobile who apologized for the horrible experience because "T" should have known that's not how it works - you can't go and dump your customer on another location to take the loss of your mistake! Never going back there. There were other things that I can say but I will leave it at that. I will tell more to customer service. read more

I walked into this business at 6:20 I was told there would be a 20 minute wait to be seen and I asked if I would have a problem doing my business knowing that they're closing at 7 o'clock. May, one of the managers, assured me that I'd be fine and I could take care of everything I needed to do whether they were closed or not so she asked me to wait. I sat for 40 minutes and at 7:10 I was called up to be seen. That's when I was told they couldn't help me because they were closed. Now mind you they watched me sit there for 40 minutes patiently waiting. So I asked was it because they COULDN'T do it as in "the machines were down for the night" and I was told that they COULD do it but they WOULDN'T do it because they were closed. So this is what bothers me....May, one of the managers, knew that when she asked me to wait. Horrible service. Why would you ask a customer who is coming in to pay an $800+ bill and buy two new iPhones to sit for 40 minutes knowing you won't help them even though you could. I even offered to pay them for their time because I live far away. If I'd been told that after seven they don't help customers I wouldn't have sat and waited for 40 minutes. Again horrible service. read more

There was a wait and everything on my account was so screwed up from when I was on the phone working with an agent last week that I was in the store working with Melvin for about an hour. Nothing was completely fixed but, Melvin the store manager, assured me he would call to follow up with me. I am thankful that he looked at my bill and removed the T-Mobile TV that had been inadvertently set up by my husband and he credited the 2 month charges back to my account. Even though nothing was really fixed this was the nicest and most helpful T-Mobile store Ive been in. Melvin was really great and was super aware of the needs of everyone in the store. His attitude was great and I would give him personally 5 stars. Unfortunately he works for a company that screws up constantly. Right now Im giving 4stars but since I have to wait for a follow up to see if my issue is resolved this review will be continued. read more

I came into the store to cancel a phone line. They asked me to leave and call 611 instead. I don't understand why they can't help me in person. I am constantly put on hold whenever I call T-mobile due to large amounts of callers. I'm sure all of those callers were just redirected to call 611 too. read more

I've been to 3 different locations for T-Mobile, but this location had rude customer service representatives and worst experience ever. The representative didn't take time to explain things and process payment. The representative was impatient in waiting for the new phone to get set up and receive a text message from tmobile for confirmation. I didn't like how he slided the phone to us and told us just waiting for the text confirmation(His way of asking to leave because he was looking at his watch and we got in 30mins before they close), instead of kindly handing it. When I go to other tmobile, it doesn't matter how long the process will be, they will wait and kindly help us making sure everything is set up and ready to go before we leave the store. Greetings when leaving this location would be much appreciated. Received nothing but a bad experience and I will never return to this store. read more

Rushed over there cause they told me they closed at 9pm. I got there at 8:49pm and knocked on the door, they had 2 workers and 1 customer. They saw me, but didn't acknowledge me...until the customers finished and they opened the door at 9:03pm. They said, "we're closed!" So many things wrong here! Don't tell someone you close at 9pm when you lock the doors at 8:50pm and won't let them in! I wanted to upgrade to the new iPhone. But I'll do my business else where now... read more

I was a former T-Mobile customer, I switch to another carrier for 3 years (sucky coverage and costumer service) and just this past week after work I went back to T-Mobile for my cellphone needs. My husband and I walked in around 6 PM and we were greeted in assisted by a lovely lady by the name Amber. She was extremely helpful, we brought in our newest iPhones, she worked out a good deal for us, helped us keep the same phone number and handled the transition smoothly and quickly. She made sure that all my questions were answered, she offered us a lot of different accessories and suggested other products that at the moment we were not interested but if we ever need help we know that we would like to go back to her. We never felt pushed or pressured to buy anything. Overall the customer service was excellent thats to Amber, she has a lot of experience and very knowledgeable. We are thrilled to be back with T-Mobile and use or cellphone overseas, doing lots of traveling coming up and per our past experience, T Mobile has the best international rooming coverages. I used my phone in Canada, Mexico, Japan, Germany, London, France, Prague along with other European countries and is just like using your phone here in the US. We highly recommend Amber R. and the whole Ala Moana T Mobile team read more

I went to this location yesterday to purchase an iPhone, oh boy this place is super friendly, helpful and very accommodating staff. The moment you walk in to the store, first thing you will get is a very warm "hello". I want to thank Steven for helping me out last night. You are amazing and your entire crew. Thank you read more

I just made the switch to T-mobile! I love how the plans and fees are structured....there are no hidden fees or extra charges. Taxes already included and you literally pay for the phone and the plan that's it. The plan also comes with 3G Hot spot too which is awesome if you are on the go or when you travel and need hotspot for internet and emails. Customer service here is great and David Sargent is really helpful. He explained everything and answered all of my questions. He was not pushy at all and just took the time to listen. He also made sure to help port my phone number over from my previous carrier. He also explained other possible options or add ons that are available. For the value and what T-mobile has to offer I really feel this is a great carrier to go with. read more

I thought Tmobile would have better customer service that ATT, so 2 weeks ago I tried to switch over. I was tired of being overcharged and thought Tmobile might be a better fit, as so many people I know prefer them over ATT for their "good customer service" I 10000% REGRET that choice! I would rather over pay for phone service that have to deal with Tmobile "customer service" standards and staff. I have 3 phone lines for multiple businesses, and after 2 weeks of 3am texts and phone calls as they kept trying to port over a number, and having the texts and calls about 5 times a day, I thought I was going to loose my mind. I literally made over 50 calls between the two carriers, and the Tmobile staff, the person who signed me up for service and returning call to arbitrary numbers for Tmobile, only to repeat myself, literally 50 times in the last two weeks. Tonight at 8pm, my last number transferred over TO REPLACE THE WRONG PHONE NUMBER!!!!!!!!!!!! Tmobile messed up, disconnected one of my business lines. When I called in, I was kept on the phone for over an hour until I finally reached a supervisor who DENIED me speaking to a supervisor, and their supervisor and then told me my number was gone and at the earliest they couldn't try to help until tomorrow. Mind you I had a business call at 9:30 and missed it because the number was disconnected. Missing that call, cost me a $10,000 contract. Tmobile, thank you for that. To top this off, Tmobile switched all the phone numbers to different phones, and when I asked them to correct the problem, the first supervisor said she had done it. Then she transferred me to another supervisor (Kevin) who said it couldn't be fixed and I had to take out my SIM cards and replace them. I don't have a pin to do this, so all my phones are messed up until the morning. HOW IS THIS EVEN REMOTELY GOOD CUSTOMER SERVICE? When I ask to speak to a supervisor I'm told I can't. When you do something wrong you can't fix it, but you have no problem charging me for something I can't use? Why is it ok, to lie to customers and cheat them? TMOBILE, you are the worst! As a whole I am so disgusted at your dishonesty and at your lack of integrity. If I could give you a negative 100 score I would. You should be ashamed of how horrible your customer service is, and how dishonest your company morals are. read more

//Review After switching around to different T-mobile stores, I have found myself sticking to the Ala Moana branch for quite some time after my bad experience at the Market City branch. Every time I walk in, any available representative is attentive to address your needs as soon as you walk in. Even on days when it is busy, they at least have a representative that walks around to check people in for the next available sales representative and notifies the customer how long their wait might be. The representatives at this branch are very professional and really know how to make the customer feel comfortable. They do not try to push sales of other items in the store too much on you, and they focus conversations with just the customer. The representative that I was with -which I did not catch her name bad of me- worked very fast and throughout the process she would make sure every important information was correct so that I do not end up possibly having troubles after leaving the store. In times of wait such as when they help you transfer the data to a new phone, they enjoy sparking conversations to get to know you as the customer better which really helps the customer feel valued. I definitely had a good laugh or two with the sales representative each visit and always left the store with a smile after. If any of the representatives sees this review, please keep up the good attitude and great work! //In Summary The representatives in this branch work fast and efficiently and are professional in how they handle customers. I would highly recommend this branch especially since it is conveniently located at the mall so you can do some quick shopping/dining before or after. read more

This is by far the worse. Four associates talking story in the center. Never greeted, I'm literally sitting here waiting. I catch eye contact with a few of them and immediately, they turn away. I might as well go online and deal with a chat screen or call and speak with someone in a different country via phone. Ridiculous... read more

My experiences at T-Mobile stores in the past have all been generally pleasant and this one was just as well. We've been loyal T-mobile customers for a long time and have been overall very pleased with our plan and service. My husband and I were running errands around the mall, and noticed this brand new store finally open so we went in to inquire about getting a phone upgrade as we were having issues with our current phones (HTC One S). I don't remember her name (the T-mobile representative) that helped us but we were impressed with her and how she interacted with us. She was able to answer almost every question we had and gave us a variety of options to choose from. So after going in with a mind set on only inquiring about phones, we each actually walked out with a brand new phone. T-Mobile does not do contracts anymore so there's no free phone incentive; you just pay the tax now and incur the payment of the phone on your monthly phone bill. Service was fast, staff was friendly, I only knocked down one star because they were lacking in the accessories department. read more

Great customer service! As soon as we walked in May assisted us. Not long of a wait at all either after she signed us in. We had a slight issue with our iPhone that not even Apple could diagnose. We actually back tracked going to Apple first because we got the whole phone replaced as well as screen protector which we just got 4 days before visiting. But May saved the day by helping us activate the phone, gave us another brand new screen protector, AND solved the issue! We were very grateful to have her help us there. read more

Rude customer service from beginning to end. I was unfortunately assigned Alex as my worker. Her tone was demeaning and her expression was just angered for the entire transaction. As soon as it was my turn, Alex had yelled at me to "come here" rather than coming to me to greet me or even calling for the next customer. She then points at me to "stay here!" as she walks to the back and comes back to again yell at me on "what I wanted today?" I told her I wanted to upgrade my phone to the newest iPhone 12, and she points to the aisle of iphones and yells at me to go pick one. I told her I wanted something that is as big as my iPhone 8 max and she told me "we don't have anything like that here," only to find out that the iPhone 12 pro max was available. She points to the phone and goes "HERE, HERE, HERE" and tells me to pick it up and go through the phone to check the features. As soon as I picked up the phone, the alarm goes off. She starts to laugh right in front of me and leaves me alone to go to the back room to laugh with another employee. It was not until their supervisor had come out to turn off the alarm that she came back out. At this point, I was humiliated and frustrated but all I came for was to change my phone and I had waited an hour before being serviced and other employees were busy so I could not change my worker. I told her I wanted the phone in gold and she returns to the back and came back 20 MINUTES LATER. She yells at me "Where is your ID?!" rather than just asking me "can I please see your ID." She then pulls my ID from me and slams it on the table. She asks if I needed any accessories for my phone and I told her I needed a case and a screen protector. She walks away from me and grabs her own choice of case and screen protector. I followed her as I wanted to see the choices as well but she turns around and yells at me to "GO BACK!" From there, I told her I did not need her service or lack thereof and left the store. I had waited an hour to finally get service and this is what I had to deal with? You would think with all the commission they're getting, they would be better trained in customer service. read more

So this was the last time. I can't believe this ala moana store t-mobile is so stupid and rude. I wish I could give it a 0 star review. 3 times already. My fault for trying again to get better service with another employee. So let me tell you. 1) I asked a guy in tmobile about reception in Kauai. He said absolutely no reception. I asked about wifi if it would work. He said no. Went to another store and guess what... got a yes that it will for sure work. 2) asked about trade on. Was told that it was one price. But online another price. Gave attitude that they will honor it. But his demeanor and attitude was shity. 3) went in for a trade again. And no surprise... the girl didnt know what she was talking about. Explaining everything in such a confusing way. Now here is this. We knew how the trade works because we went in just 2 days ago and did the trade with a pearl highlands store. read more

night before went to kiosk and they recommend we cm tmw at ala moana shopping center .waited in line for half hour .only to find out she was very rude.as soon as we get there she wants us to stand on feet to keep distance and funny when shes showing me the phone shes standing right next to me and touching my phone .when explaining the plan shes using my drivers liscense as a pointer and tapping the table like we kids. read more

Don't waste your time here. In fact, don't waste your time on T-mobile at all. It was one of the worst decision ever switching from AT&T. I've had numerous problems with T-mobile (Eg. Double charging me, Screwing up my insurance) and they haven't helped at all. The lady who helped us at this store CANNOT handle irate customers. Is that what they trained you to do? To talk over customers, raise your voice and not hear them out first? Also, if my customer service skills taught me right... when a customer tells you "she wants to terminate her plan" (out of frustration) don't you try your best to make that customer stay and not just say Ok?? Customer retention hello? But of course, they probably don't care since they make all that money. They don't care about their customers. everyone that has helped me with my issues over the years (over the phone, chat and in person) had told me different things as a solution. The inconsistency is REAL. They can lie to you- that's why you gotta read the fine print and or else, you're screwed. read more

Don't know why Sprint is even an option now a days. Shout out to the plug Ezra for hooking me up with my iPhone 7+. Go check him out when you plan on switching up. IG: @visualsbybrandon read more

I went to the T-Mobile store at Ala Moana to transfer my service from AT&T to T-Mobile. I met with Nico who was one of the most knowledgeable, friendly, professional and helpful mobile customer service individuals I have ever met. All plan details were carefully explained and he was able to tell me exactly what my monthly charges would be (information I found impossible to accurately get from AT&T). Nico also surprised me with what I thought were extraordinary deals for individuals transferring service from another carrier to T-Mobile. The deals were also 'stackable', meaning I was able to take advantage of several promotions at the same time - e.g., them paying off the balances I owe on my phones ($1300!), rebates for transferring lines over ($400!), discount on a new iPhone 12 Pro Max ($700!), set up charges waived, etc. Nico made sure I was aware of and took advantage of every possible promotion that I was eligible for. I'm not easily impressed, but in this case I was astonished. I think T-Mobile is going all out to corner the market. Nico took care of switching the account (which included 4 phone lines and two other devices) and porting over the numbers from AT&T to T-Mobile. The process was seamless. In sum, I don't work for T-Mobile and personally don't know anyone who does (except for the excellent service I received from Nico) but I certainly believe they are the place to go for mobile service. read more

Jenny was amazing to my husband and I. But we were there for 5 hours AT LEAST! Partially our doing. But 3 stars because they didn't have black in the xs Max for my husband nor did they have gold in the Apple Watch for myself. So we're forced to have to go back and test our luck again. Called yesterday and they said they didn't have the gold in my watch or black in my husbands as of then but that they get shipments in everyday and to call the next day which is today. So, great customer service poor stock. read more

Great service! Had everyone que via name and only let in a few customers at a time, wipe everything well between each customer. Nice lady was taking names and was very attentive and continually checking the waiting customers to apologize for the wait (which was not even long.) I brought my T-Mobile phone and surfed the internet in the nice Hawaiian weather, as it's a nice mix of shady and sunny around their store and pretty quiet due to the location. Overall great experience! read more

May helped us during our visit. She is pleasant and accommodating from beginning to end. She answers ALL of your questions. She also volunteers valuable information she thinks you might need to know. In general the store has so many great deals as well. Two different staffed as me if I needed assistance as well, in a non pushy way. We were at the store for about 2 hours. They were so patient with us. Best experience with a walk in cell phone company ever. Also May is very honest! I expect all the staff are forthcoming. And it's worth mentioning, we didn't spend very much money here (you don't have to!) but we received service as if we were dropping a grand (you can if want to, they have all the latest devices). read more

I was on vacation and needed to replace my iPhone. Cristaline, Nico, and Anthony worked really hard to make sure I got one quickly and helped me back up my photos. They were very patient with me and my situation. Although sitting in t-mobile on vacation isn't ideal, they really made it as smooth as possible. read more

I recently upgraded my android phone at this location. Thomas was the associate who helped me. His knowledge and professionalism were impeccable as well as his personality and demeanor. There were a few bumps along the way in the transfer from my old phone to the new one but with some research, Thomas was able to ensure that the transfer was seamless. Thank you Thomas for a very pleasant experience!! read more