This is located in a shopping center near the mall. I have visited this store yesterday for the first time. I had a great experience at ALL t-mobiles I have visited except for Kahala Mall. Anyways, I came in to refill/pay my monthly bill because I pay prepaid. It was fast & easy & the cashier was really nice! His name was Jeff & assisted me right when I walked into the store so I didn't have to wait. There were other workers there as well & were assisting other customers. It was nice to see workers helping customers. Great job T-Mobile. read more

We went in to make sure we had the military plan. Every time we asked the workers said yes but never went into detail. Today we went in to see option for my moms plan and how to switch over and to also ask again about our military plan. Roisha helped us and she is the best. Every other person we've went to was not as informative as she was. She explained to us step by step of how much our bill was and she even took the time to see other options for us. She didn't make us feel rushed or dumb for not knowing. I will definitely be asking for her next time we go in! read more

Went to go upgrade from my Note 2 to a Note 4 and the service was just awesome from the moment I walked in! Bradley was standing close to the door and as soon as I came in, he was helping me. He is very knowledgeable, helped me make sure I set my new phone up correctly and even spent time talking to my girlfriend in detail about plans cause her family is considering switching over. Afterwards, the manager came over to make sure everything went smoothly and he was super nice as well! We talked story with him for a few minutes and then we were on our way. Overall the service was that good to where I had to write a review on it. I will always return to that specific T-Mobile store. read more

Hubs misplaced his phone which was found by a business he visited earlier in the day. We called the business owner on my phone to see if they recovered it. They said they did, but saw that the screen was cracked. We yelped TMobile and found that Kaneohe had a store in the Kaneohe Bay Shopping Center. We went in and he waited only a few mins before he was assisted. The representative was friendly and efficient. They lost a star because it was so packed in there, and it just felt chaotic. That's it. Other than that, I can deal with it. Lol. read more

The only reason I am still with T-Mobile is because of the unlimited data. I also enjoy the ability to upgrade my phone 3 times a year with the jump plan. There is also the nice t-mobile Tuesdays, which I never win anything. However lately the service has been horrible! I've been getting dropped calls and static in certain areas, mostly Waipahu and Ewa. I also noticed that the data has been getting slow loading videos too. At first I thought it was my phone so I changed my sim card, reset Bluetooth and WiFi settings, and finally factory reset my phone. I was still getting dropped calls so I warranty exchanged my phone. A service rep told me that they were building a new tower in Ewa and that it why the reception had been spotty. I don't know if it's true, but I'm having second thoughts about staying with t-mobile. read more

Julissa provided awesome service in helping me with the process of switching fromATT to TMobile. Because one of our phone lines was in Oregon, needed to be unlocked and end the service contract, it took a while to get service to that phone. I encountered a lot of problems with ATT, and knew that I could text Julissa when things weren't running too smoothly. She always got back to me in a timely manner. I was able to finally get service with her help. She'll be moving to the new location at Ala Moana, so I highly recommend you see her if you need service with T-MOBILE read more

I've been with T-Mobile for about 22 years. In fact they use to be Voice Stream. I digress. I wanted to share an example of why I'm still a happy loyal T-Mobile customer. Today the 22nd of December after getting a new phone, spending hours trying to figure out how to put my new signature lines on my emails, frustrated, I found myself in front of my favorite T-Mobile store. I walked in, then realized it was 3 days before the major holiday. I started to walk out, not wanting to bother them. A young man said "How can we help you? " I told him I had a minor problem, and didn't want to bother them, when they were so busy. Yet "Ash" (the young man) said don't worry it will just take a minute. He immediately took my phone and with-in a half minute he had my phone to the spot I put my signature. I added my information and thanked Ash. I am painfully aware that people often only write about bad experiences. I am still with T-Mobile because I have had many great experience. Ash is the most recent one. Thank you T-Mobile for 22 years of awesome service. Mahalo Ash you made my day. read more

Went into Kaneohe T-Mobile to pay my phone bill, was greeted quickly and profesionally by the store manager was told I have to wait 20 minutes to pay my bill because there was at least 4 people ahead of me. T-Mobile needs to setup a pay center in their stores like Verizon has so customers can walk in pay our bill and get out. Waiting 20 minutes is ridiculous. read more

I came in to your store to upgrade to an HTC One S a couple of weeks ago. The young lady who assisted me was very kind, but ended up being a complete imbecile. When I arrived home that evening and tried to connect to the internet via my new phone, I kept receiving this message: "This phone is not compatible with your plan. Please upgrade your plan." While at your store, I specifically asked your employee if I would continue to pay the $30/month I was already paying with my Windows phone if I switched over to the Android market w/ the HTC One S. She said yes, nothing will change, my plan will stay the same & my bill will stay the same. WRONG! Since I live in Aiea, I ended up going to the Waimalu T-Mobile with my problem a couple of days later, only to find out that my plan needed to be upgraded and that I would be paying about $43/month. The nice man at Waimalu, Matthew, was very helpful in resolving this problem and even expressed his concern over your employee who is feeding customers wrong information. This experience was so disappointing. Be ashamed of yourselves for the lack of training provided for your employees. Sad. read more

Sent in today and worked with Dawn. Wonderful. Really appreciated all her patience and help. I had written a previous bad review but I have to admit I was wrong. Tmobile has the best plans and I had service in Italy. For no extra. I am a happy camper. read more

T-Mobile employees are very accommodating and helpful. However the wait line is very, very slow. I am very happy with my phone.

Overall real happy with them, they ha e started a bunch of new plans and finally got the iPhone! We switched all our phones and are now getting a better deal than before! They were accommodating and helpful, especially PB, Finn and Jessica, all of them were a big help! Glad I changed! read more

Shittiest customer service ever and you'll probably have to wait over 20-30 min to get helped

I like T-Mobile overall, but the wait time at the store is ridiculous. Went in to buy a square register card reader. Sat for 20 minutes just waiting to check out. If I Didn't Need It I would have gone somewhere else, but I was on a time crunch. They may want to dedicate 1 of the 4 registers for quick purchases. They were nice though read more

Went in to upgrade my phone and everyone was very accommodating. There was constantly an employee checking to see if I had been helped, letting me know that I'd be helped soon and apologizing for any amount of time that I had to wait. Great team that I will happily visit again! read more

Finally got husband to change over to Tmobile family plan saving a ton of money. Great service from Carol-Lynn.

first & foremost they had shitty ass customer service. walked in yesterday to get 4 lines of apple iPhone 6s and walked out with shit. due to their unpleasant, ignorance and arrogant ass we decided not to purchase anything.. the girl who helped us was like "ohh its going to be $$$$ as if we had none. I told her "thats why I work to make money" she was SO unprofessional. SHE MADE ME FEEL LIKE I WAS A BROKE ASS BITCH. I should teach them some customer service, NOONE greeted us AT ALL as we walked in, we were in before yesterday and they still never greet us unreal. they suck ballz big tyme... NEXT, THING I DID WAS TAKE MY MONEY AND SPEND IT AT BOOST MOBILE, WHERE THEIR IS A NO CONTRACT BOUGHT OUT MY IPHONE 6S SO, NOW WE ARE A HAPPY CAMPER. "YA YOU" read more

Awesome service! The staff know their stuff! After hours on the customer service phone, I decided to give up and just go in. The in store staff fixed it all up in 5 min! Clarified my concerns, switched the appropriate numbers and fixed sim card issue. They are super T! read more

I've been a customer of team-mobile for about 17 years. The reason is the service center in Kaneohe. Hands down these reps care about you and your phone and want to make you happy. My personal favorite representative is Bradley. He knows everything about my phone. I'm so pleased with how he explains things to me and fixes my phone whenever I need help. Great company, great employees, great service. What more can you ask for? read more

I have been to this T-Mobile in the past and was always satisfied. Today however I came across an argumentative sales rep***761 She told me the 2 phones I was buying had no FACETIME. I knew that only Apples have FaceTime and she was selling me an Android. She might have said, it has video chat but she didn't. When I immediately drove 40 minutes back to the store because I didn't want the video chat she argued rudely with me that I said FaceTime and wouldn't refund me anything because she said it was a promotional offer. I hadn't even put the SIM cards in yet. She needs a class in customer service. I am considering leaving TMobile and I will NEVER go back to this store. read more

I have nothing but good words for the people at this location. I only know the first names, Andrew, Deron, and the best magician of all...Mailah. She, in my opinion, not only does her job, but goes over and above the call of duty. I recently lost my phone and she did everything know to science to help me recover my information. Everytime I go back with a question, she cheerfully answers and shows this old man how to do what she does. I highly recommend not only her, but everyone at this T-Mobile. read more

I am a long time T-Mobile customer. Going back to the 90s. I've never had any issues with my devices or with the 611 customer service. The only store near is this one located across the street from Windward Mall. As it is the only official outlet on the windward side it can sometimes be quite busy and the waiting times are affected as such. The staff seem fairly knowledgeable about devices and service but sometimes it's difficult to get answers about certain things concerning accounts. Nothing major really but it should be noted that going to this store during busy hours will include a wait and some of your questions may be better answered online. read more

I left my phone on top of a car the other day (dumb, I know), that then drove away with it. I was in freak-out mode thinking I was going to lose all of my photos and contacts, but decided to call T-Mobile to see of there was a way to find out where it was, when I wasn't sure if I had the locator turned on or not. I called this location, and the guy who answered was super helpful. He explained to me how to locate my phone using Google, and I was able to track it down where it fell off the car. Though my screen is smashed, at my own stupidity, I am thankful for the help I received in finding it, it still works! read more

I've used T-Mobile then switched to AT&T thinking it would save us money with our company discount. However after being with AT&T for over 2 years we noticed the prices wee climbing and we weren't getting much for the cost. We saw the promotion for the unlimited data and free Samsung Galaxy S7 phones so we decided to head down. Immediately as we walked in we were greeted and placed in line and assured we would be helped soon. We waited no longer than 10 minutes even though there were 2 parties ahead of us. Our agent, Dawn, greeted us. She helped us with switching over and told us all about the specials. Dawn was incredibly patient and kind as we had to go over several hurdles to get our previous plan taken care of. She even stayed way past her shift to make sure that we got everything. The customer service is amazing here and I'm so glad we switched over. Not only did we save a lot of money but also gained way better service. Dawn spent a lot of time on the phone trying to get us all of our goodies and making sure everything went smoothly. I would totally ask for her when I need some assistance and recommend her for anyone heading there. Although I know all of the staff are awesome there though. Thank you for making our switch great. I think we will stay with T-Mobile for a long time. read more

Horrible service! Absolutely hate t mobile- switched over from AT&T because I heard good stuff about them. Switching over was so smooth so it was off to a great start, I got the iphone 6 plus and husband got the galaxy s6. Bought cases to protect the phones. 3 weeks later my husbands galaxy just stops working out of nowhere and the screen goes completely black. Went back to the store to get a new one and the guy said all he can do it order a new one which will take 5 days to come in the mail. Checked the order status and it wont be in for another 3 weeks!!! Called tmobile kaneohe to explain that my husband needs his phone for work and what can they do for me, and the representative named Michelle cuts me off mid sentence saying shes with another customer, I tell her give the phone to someone who can help me and she says no one is available. So my husband drives there from laie and they tell me I have to talk to the people that they ordered the phones from and explain the situation so I dont get charged! Seriously the worst customer service ever! Its all good until there's a problem with the phone and they give you the round about and dont want to help! Plan on canceling my service!!! read more

Had a great shopping experiernce at the Kaneohe T-Mobile today. I was expecting there to be a long wait as when I pass by there always seems to have a lot of people in the store. Nevertheless I went around 4 pm and was accomodated immediately. When I first entered the store, there was a nice gentleman who greeted me to ask what sort of assistance I needed. He was very pleasant and opened doors for customers when he could. The sales associate that assisted me was very knowledgable but couldv'e done a little better in explaining current promotions on data plans. read more

Most of the workers there especially the lady store manager has no customer sevice skills no aloha make you wait for 45 min.

I went to t mobile to have a phone activated, the customer service rep was Clark, he was so efficient and friendly. I am extremely impressed by his knowledge and accuracy. All the employees must go to his customer service classes. Clark is an exceptional employee . He deserves a big raise. Good job Clark! read more

Horrible customer service. My girlfriend bought a new phone and was told by the receptionist that the receipt was in the bag. After leaving the store we couldn't find the receipt and therefore could not reconcile the all of the charges. We returned to the store and were told to wait (30 minutes) only to be told that they didn't have time to log into her account and check. Rediculous! (Thanks Sandy...) read more

If anyone knows what he's talking about, It's Ryan G. He helped my family get out of our old phones and upgrade into the new Galaxy!!! He even saved us a good $400!!! Talk about customer service!!!!! He's the reason why we're still in T-Mobile! There needs to be more people like him!!!!! read more

I went to ask a question about the operation of my I Phone. I received a glare from female employee who initantly greeted me at the door, whom was congregating with three other male employees, who were doing absolutely nothing. I asked this female employee, as a request, if she could step away, but within their store, from her male co-workers, so that I may ask her my question of the operation of my I Phone in, with some degree, of privacy. This female employee again glared at me and refused too help me, instead, she commanded that one of her subordinates answer me question. When I asked this female employee, if they where any problems with herself helping me with my question, she replied, there where no problems what so ever, but refused too help me, all the while, glaring at me with hatred. People, who posses any sense of integrity, please boycott this T-Mobile Store! I found out today, that the customer service of the T-Mobile Store located at Kaneohe Bay Shopping Center, basically sucks. T-Mobile needs to send in their upper management to teach their front line employees some manners and courtesy to "their bill paying account holders". I whole heartily recommend all account holders in good standing and future account holders boycott T-Mobile. What ever happened to the saying in the service industries, "That The Customer Is Always Right"? And, also, "I am not the enemy, I am your Paying Customer"? read more

Kaneohe People******* READ THIS****** READ THIS********READ THIS********** Service this past Sunday 10/25/15 left something to desire in aspects of Customer Service. It was apparent upon walking in, that there was frustration by the 10+ people waiting in line after signing in. When my time came up I was greeted kindly, explained my situation and the female technician/agent looked down at her watch and phone to check the time and took a deep breath knowing that the store was closing in 5 minutes. I waited patiently for precisely 43 minutes without rush because it was a priority for me to obtain a new phone. I was told I could go look at what phone I wanted, I asked if there were any specials to participate in and instead of saying "Yes" or "No" I got a sideways smirk and a shoulder shrug, followed by "maybe in a few months". I proceeded to the phone selections, briefly read what was available and returned to the counter I was being assisted at, I waited as the tech was texting on her phone, when she was done I asked about a particular phone, and I was told they were out of that phone, when I asked then (to save time) "which phones are available or on hand" I was told to just let them know what phone I wanted and they could tell me if it was available.. to me this serves as a few things, poor customer service, bad floor practice as the non-available phones could have had a note or a sign saying "currently out of stock" or "not available", and lastly this appeared to be a shady tactic used for me to choose another phone instead of the one I wanted, maybe they get a bonus for pushing a certain phone, i assume. If she knew It was unavailable why didn't she tell me that before sending me over to the phone selection. I've been in Kaneohe my whole life, I have come to this store a few times, and have had mediocre experiences but none that made me feel like I was wasting their time and needed to hurry up and get out of the store, and that's exactly how I felt. To add salt to the wound, she tried to "Coach me up" about the online process, and I could check back on the phone I wanted as they should get a shipment in on Monday or Tuesday, When I asked if I could pay for the phone and pick it up then, It was a no, which I can understand, when I asked If I come back on wednesday to buy the phone and if they would hold it for me, I was told that she wasn't sure when the shipment was coming....really??? The real reason this is not sitting well with me is that I've been a T-mobile customer for over 16 years, there have been little if any major discrepancies I've experienced as a customer until now. So, T-mobile Kaneohe, i would recommend you use visual aid's or notes when products aren't available, let your service agents know that common courtesy goes a long way, even if customers are in the store past the hour it closes, especially if a customer waits 40+ mintues just to speak with an agent. Coach up your employees on shipping/ordering processes, (come to think of it I asked if I could order the phone I wanted and I was told it would take 9-10 business days to get in, which is why hearing the phones would be in Monday or Tuesday disturbed me because I was like why didn't she just say that, anyway she told me I could order the phone online). This visit to your store in Kaneohe today did not impress, and left me wanting... left me rethinking my business with your company... very sad day.... read more

I've been a customer for 13+ years. Since starting, I now pay for 4 lines, 3 with insurance. On January 29 I went in to check my son's phone ($7/month insurance). Was told that we had to pay 12 dollars to get a battery. Offered a $50 loaner phone, but declined. I felt the $84 a year in insurance should've covered that. They told me that I could expect the phone by that same Friday. Not. Got it the following Friday, February 7. Ended up not being the problem. Went back to the store. Then I was told that I had to pay shipping to get a replacement phone. Did that. Rep in store said to expect it by the 14th. No phone. Called 611 and new rep says phone in transit (19 of February ). Called again and they said being delivered on the 21. Called again. Rep says UPS closed on the weekend, expect delivery on the 24. Called last night and today. Still no delivery. Spoke to an account spec. He then asked me for my password, that I didn't use since I gave it. He said he couldn't help me. Wheres the consistency? All the other reps used some other info. No help. Tmobile sucks. No way to treat long time customers. Ended up hanging up feeling frustrated. read more

Service to my phone got cut off for no reason yesterday except for a mistake on their part. They said it was non-payment of installation plan but I dont have an installation plan, my phone is fully paid for and I'm never late with my bill. I don't have a land line and had to drive in to this store to get it fixed. They fixed it but didn't explain what happened (I found out via chat with tech support later about the non-payment). No one at this store even apologized for the mistake and just acted like "too bad for you". read more