Erin at T mobile really very very helpful alway happy to serve and goes the extra extra mile to switch from ATT to t- mobile. Which far better then ATT is. The app is a breeze she very good at her job if ever in Honolulu come see Erin at T mobile I was touched they even gave me a bag of goodies even tho she did all that. The phone is super fast I'm glad I switch over. read more

T-Mobile Experience Store - Mobile Phones Near Me - Kapolei, Hawaii

Wow. Terrible customer service. I don't write many reviews but I can't help but to say how awful my 2 minutes of being in the store was. Didn't get the woman's name but I saw it started with an M. Her hair was blocking her name tag. First off she was rude. Acted like we were bothering her the entire time and what really got me was she was more interested in looking at her Apple Watch the entire time. Even answered it while I was in mid convo with her. Terrible service I left & drive to a different T-Mobile. read more

People are helpful, but a bit over the top. The one small couch you sit on while they transfer your data is stained and stinky And my husband and I both got bit 10+ times by something. Pretty sure they have fleas because I never saw any mosquitos flying around. Will likely go to the new T-Mobile store at the mall. read more

Logan is such a sweetheart. She really took the time to explain every aspect of what having a cell phone entails (I was helping a friend who was getting a phone for the first time). Thank you Logan for making his experience an awesome one. read more

Sooo friendly! Thanks for all your hard work! It was a great experience. Answered all questions

I wish I knew the girl's name that was helping me today but she had lovely lash extension and a pretty engagement ring. But she was AMAZING!! Thank you so much!! I got my X MAX PRO. Everyone was EXTRAORDINARY sweet and down to earth. I had a good experience here. I came to this location because waianae location was very rude and gave me the run around. Lied and told me I couldn't trade/jump but Kapolei common location could. Regardless I'm glad I came to this location because I left happy and satisfied. read more

Logan is the bomb! She's super sweet, informational & very knowledgeable about the place she works for and the products they sale. Prior to going T-Mobile I was feeling beyond overwhelmed having to possibly be there for a long time, hear prices I couldn't afford, possibly not find something we wanted, etc. But Logan made my visit sooo simple, quick and stress-free! As soon as we walked in, we were quickly acknowledged by her and got right into what we came to do. She knocked out all 3 requests I had came to the store for. She went above and beyond assisting us. If your ever needing to go T-Mobile, I highly recommend this location and ask for Logan :) read more

Joanna and Jacee is awesome. Best customer service. Go and see them!! Everyone is friendly and knowledgeable, you'll get a good laugh out of them. The store is clean. read more

"I feel like a million bucks." Is exactly how I felt leaving t mobile. If you ever wonder what excellent customer service should be like, this is the exact place to go, especially if you're looking into changing your carrier. I have previously been with AT&T, and due to unnecessary charges to my bill I decided to switch over. With the awesome unlimited data and unlimited text, & calls... I'm very happy with switching over. People think that T MOBILE's service sucks, and I admit that there are some places that don't have service but it's very seldom does that happen. Anyways, great job T MOBILE and awesome customer service! read more

Customer service is Professional, Timely and always make me feel like they're willing to help me.

I bought a new phone from Apple and needed to transfer data from the old to the new. Walked in the store a girl asked if she could help. I told her what I needed she said because of COVID we are doing not contact and said I'll give you a paper and it has all the directions. I went home and it was very confusing I did not understand it. I called another store if they could help me if I came in she said sure. I walked in the store and walked out 5 min later with my phone data transferred! All I had to do was change the SIM card. Why didn't the girl at Kapolei Commons store say that? It wasn't on the paper she gave me. But if I wanted a new phone and new service COVID would be put the door and she would be doing her job. read more

I came here to port a number over from sprint to my plan and Logan helped me. She is the most courteous and helpful person ever!!! She did everything I needed to get done and then some. She even got my old phone unlocked when t mobile said they couldn't. And she's following up with my number port tomorrow cause sprint couldn't do anything right. Haha. But all in all one of the best experiences I had at a cell store ever!!!! read more

It was a awesome experience at Tmobile store because of our helper Joanna. She was sweeter than candy and was lovely to work with...I wanted to give her my business because she sooo deserved it and looks like I am buying two IPHONE XRs because of her excellent customer service. There should be more Joanna's in this world and I'm glad we had her here!!! read more

Been to a lot of T-Mobile store. But I would say this would be my favorite one. They're all friendly and funny. The one who helped me earlier named Thomas, he was helping me on getting a new phone. He's funny and he helped me a lot. I mean everyone that works there can help me too, but I enjoyed his company and how he helped and stuffs. He's funny and very energetic and super friendly. read more

Please train your employees better so that they don't misrepresent. I used both Sprint and Verizon, so far T-Mobile is the worst of these companies. Very disappointed I ever walked into this store. T-Mobile will make it sound like your getting a great deal until you get your bill. All the things they promised turn out to be false. Don't get fooled like me, go to another carrier. read more

One of my favorite stores...hard for disabled or elderly to get to or from. Decent selection and dedicated staff just hindered by long wait times. read more

Justin was great!! From the moment I walked in until the very end (1-1/2 later). Traded in my old phone for an upgrade. He explained my options clearly. Patiently waited while I decided what color phone to get. VERY patiently indulged me in trying on different cases because I wanted to see how it would actually look on. Explained how my new phone worked (I'm not tech savvy). I'm glad I decided to come here instead of the Kunia branch, which is closer to home. read more

Ewa beach tmobile has been below par..been getting jerked around so went to this location. Reyn was a HUGE help. Took the time to listen to what was going on...even took the time to figure out what was wrong with my phone and saved me some money in the process. Will only go to this location for future business. Thanks again reyn, my family and I thank you for your help read more

Having been with Verizon for the past 8 years, switching to another carrier was DEFINITELY a scary jump, but I'm SO glad I did it! For YEARS, I struggled with HORRID customer service from the Hawaii Verizon reps. One night....I had had enough. I switched to T-Mobile and have not regretted it since. I walked in to the T-Mobile location in Kapolei and was immediately and WARMLY welcomed by Jamila. I had NEVER received this type of welcome from any rep at the Kapolei Verizon store, only 5 doors down from the T-Mobile location. Jamila then spent a good chunk of time familiarizing me with the new phone I had selected and (with great enthusiasm), recommended apps I might like based off my interests and phone usage. Her enthusiasm got me interested in learning my phone and I must say, I LOVE my Galaxy SIII! However, two days ago, my SIII stopped taking a charge and, as a result, died. I took it in to T-Mobile and was helped immediately by Chloey (even though they were packed, she still treated me as if I was the only person in the store) I expressed my great level of stress at needing to be in contact with people, due to my upcoming move to the mainland. She and the manager tested my phone and found no neglect, narrowing it down to a defect with my charging portal. The manager on duty switched batteries with me, so that I could have a fully charged battery and instead, took my dead battery! I was so grateful! Chloey then went on to tell me my phone was on back order and that meant she would have no clue as to when I would receive it. She went on to say that I should call customer care, so they could expedite it for me, but to not take an alternate device as a replacement because I can't go back to my SIII once they send the new device. She was so sympathetic and attentive. I left T-Mobile that day in a better mood than when I entered.....I honestly can't remember that EVER happening with Verizon! Today, I went back into the store, where I was immediately greeted and helped by Yaman. He took my phone to the manager who then proceeded to switch batteries with me...AGAIN! I was so thankful that while I wait for my replacement phone, they are giving me an alternate way of keeping my communication open, instead of instantly resorting to a basic phone. I can honestly say I am so happy I switched from Verizon, where I was just a number, to T-Mobile, where I feel my business is genuinely appreciated. :) read more

Worst customer service ever. I had an issue with my phone, employee looked irritated and told me he couldn't help me with that and to call technical support. I have the new phone that does not have a removable battery or memory stick and haven't been able to transfer my videos and photos to my mac despite connecting them using a USB. Anyway, employee did not take effort to understand situation, come up with solution or take effort to try to explain how to transfer files. After telling him I did attempt to transfer with a USB but it wasn't working, he rolled his eyes. As someone who has worked in customer service and is usually patient, this was terrible service. read more

I was looking forward to getting the iPhone 5 and had many questions so I called and I believe her name was Chloey that answered. She was very helpful in answering my many questions I had.she was also very friendly and patient with me. I felt that she was very honest and informative with her answers! The next day I went in and had more questions about the iPhone before making my final decision and I was greeted by all the staff and a girl named kelsy I think helped me. she helped me by answering all other questions I had that I didn't ask the day before. She also was very patient especially when it came to getting a case for my iPhone 5 that I finally got. I give the kapolei t-mobile 5 stars for their great customer service! Thanks to Chloey and kelsy :) read more

Took my dad in to look for a wireless plan for data only. He streams from a remote area (off the grid) not only did T-mobile have the best rates,compared to the other 3 providers I checked out..costumer service was excellent!! Aidan helped me figure out what was best for our needs. I'm especially impressed by their package which allows me to stream my favorites such as YouTube ,Netflix and Pandora to name a few,without using up my data!! Kudos to that :) I'm gonna switch to T-mobile because I'm spending $$$ a month with my provider that I have been with for 10+ years. These guys are stepping it up! Thanks to the awesome staff , I will be putting the news out about where to go, especially this location! read more

If you ever wondered what excellent customer service should look like, please step into the T-mobile store at Kapolei (Attn: Sprint Kapolei ... you should really take some pointers from these guys). My husband and I were on the hunt to finding a cell phone provider that could meet our family's growing appetite for data because our current plan wasn't cutting it (we can thank the kiddos for that). We decided to check out the competitors to see what they were offering and if they could beat our current plan. Our first stop was at Sprint Kapolei. We waited forever and when we finally got to see a representative, it was a waste of our time. Talk about unprofessional looking, lack of character, just a blah representative who just did not seem interested in our business, but who looked like he was ready to go home. All his quotes were written on what seemed like bevy of post- it notes with no labels...if this guy were in my math class, I would've flunked him for not showing his work. Not happy with any of the options or the customer service we got, we decided to bag the blah guy and drive on over to Tmobile. Fearful that we would be treated the same way we were treated at Sprint, we were very hesitant to go, but as soon as we opened the glass door to tmobile, a young gentleman was right there greeting us with a smile and a friendly handshake.... I swear I thought I heard the angels sing "laaaaaaaaa" as a beam of light shone around the fella. We told him our situation and immediately he brought out his handy dandy clipboard, worksheet, and worked his magic by showing us where we could save and how we could adjust the plan if in the future we decided our plan still needed tweaking. He not only brought down our monthly cost, but added more data. He had us sold right then and there. But, it didn't stop just there. It was closing time and we were the last customers in the store. We were apologetic that we were holding the workers back from going home, but all the gents in the store said not to worry and never ever made us feel like they wanted us to hurry up and go home. In a way, I was glad we were the last customers because it proved to me that they were even more friendly after hours. While we were waiting for data to transfer from our old phone to the new phone, we got to speak personally with our representative. How they treat you after hours can be very revealing and I can honestly say, my husband and I came away impressed with the tmobile crew. We got to see them clean-up -- even to the point of cleaning the windows both inside and outside of the store, sweeping, and helping each other tightening up the store for the next day. This crew seems very unassuming at first, but after watching their interactions with the customers, I knew that we were in good hands. It is not very often where I walk into an establishment and come away thinking.... dang, that was excellent customer service. But, yesterday, I did. I personally want to thank the Tmobile crew who worked last night in not only meeting my expectations, but exceeding them. I would tell all my friends to switch over and head down to the Tmobile store in Kapolei where the crew has definitely got their act and skills together. A big mahalo to Justin! read more

Very disappointed. I walked in to pay a bill and they put me on a waiting list. So I waited and waited, then someone comes through the door and I think the guy name was Justin he asks the person what can he do for her. She was there for the same reason I was and he helped her out right away!! WHAT??? WHY IS THERE A WAITING LIST??? I was there before HER!! You guys need to get your priorities straight! Or else you are going to lose customers! read more

If you use tmobile and live near or up the mountain in makakilo...forget about service. Calls drop constantly or the caller can only hear every third syllable. So you are forced to come down the hill to return phone messages. Frustrating for both parties. For 6 months I thought it was my phone. I switched out phones, wifi routers everything....its tge service. Tmobile please fix your darn service in makakilo!! read more

My last trip to t-mobile was pretty terrible. The sales associates couldn't answer any technical questions about the phones I was considering. They eventually resorted to pulling up the spec page on their website and having me read it myself. They seemed to know nothing more than whatever information was printed on the display cards next to their phones. I won't be coming back to this store for any help. read more

Thanks a bunch to Emerald. He helped me transfer all my pics, contacts, and texts to my note 4 from my note 3. Very friendly!!!!

Beyond excellent customer service from Emerald. From being a recent customer from Verizon, would highly recommend the switch. Very personable group. Every Verizon store I've been in, they just make me want to run out and leave. Here they make you feel comfortable and like we've been friends forever. Great store, great people. read more

Just replaced all family phones at T-Mobile in the new Kapolei Commons shopping center. Kelsey helped us and she was fantastic. She explained all of the different plan options, transferred all data from the old phones to the new phones and she answered any and all questions we had. Awesome job Kelsey. read more

I had damaged my phone and needed a replacement, Zach was very helpful in getting me all set and transferring all my apps, contact and pictures from one phone to another. He also put on my new screen protector cause I'm total rubbish at putting those things on myself. read more

I have been a customer with T-Mobile for 10+ years. I recently moved back to Hawaii and was having issues with my Galaxy Note 4. Justine was so helpful! She helped me with the entire process of receiving a replacement phone. Once I received my replacement she also helped me transfer all my contacts and pictures. Great customer Service! read more

Went in at 10:00am on 06/30 and was greeted right away by zac , wanted to upgrade my galaxy s6 and he advise me of all my option , he even thanked me for being a loyal customer for 15 yrs!! he went out of his way to tranfer all my contact, pix, videos etc. As i was waiting i notice he acknowledge everyone i mean every customer that came in their door im in the customer service so i know good customer service when i see it! went too lunch came back and my son decided he wanted to upgrade his phone also no problem boom all done!! they also have a special with upgrading you get $250 to spend on any accessories which was nice. Mahalo Zac for you great customer service and taking care of me and my son !! Aloha read more

They are great .. Chassidy helped us with our issues. Now we're good and going .. Thanks T-Mobile Kapolei.

Great customer service at this location! They spent a lot of time helping us and setting up our new phones. They were great at applying discounts and saving us money on our monthly plan. We had 4 different sales associates helping us and each one delivered A+++ service. I would recommend this location to anyone looking for a new phone plan or existing T-Mobile customers. read more

Best thing was switching mobile carrier from Verizon to T-Mobile. We've been with Verizon for over 5 years prior to the switch and we were a little worried. The transition went really well. The sales person really made sure we were comfortable with the process walking us through the fine print in its entirety. We highly recommend Kapolei T-Mobile for their professionalism and aloha!! read more

I went into TMobile on Monday November 2. Very pleased with the service. Much much better experience from the last time I went there. Thank you Zack for helping us for 2 hours that we were there. He's very helpful, explained very well about our plans, added 2 lines & help us with jumping to another phone. Next time you need help I recommend to talk or be helped by Zack. read more

Thank you Thomas for being so nice and understanding! I was about to lash out at everyone at the store because of my horrible experience after last night visit, when I ended up with no communication for a day. And it may seem like not a long time, but when your family is half a world away it does matter. So thank you once again for being so understanding and polite, fixed my problem in no time, great service! Happy holidays!! read more

I would like to make a shout out to Kalcee R. For the great customer service and knowledge. She helped we with some problems I was having with my phone for as long as I have had it. For over a year I had been coming to T-Mobile workers and trying to resolve my problem with no luck. Thanks again Kalcee R. For the help. read more

For Thomas Dupa. Thomas had really helped me and husband to get new phones from T-Mobile and made me save money. He even went above and got me and husband affordable monthly price for me, my son and my husband. At Verizon we only had 2 lines but Thomas got us out with 4 lines and with the same price we pay at Verizon. Really happy and satisfied. To all other t-mobile people and customer. If you speak Tagalog and like good customer service. Thomas is someone you should ask to help you. read more

Great customer service and friendly staff. Went to upgrade my phone and Keoni was a big help. I walked out with a new iPhone, iPad mini and speakers. Super happy! read more