We went into the Tmobile store in Kapolei. We needed to exchange the UE mega boom speaker that we bought from the store. It was defective. The assistant manager on duty that day was Tyrone. He was the most unhelpful manager we have ever had to deal with. We did not have the receipt and he could not find the invoice on the computer. He pretty much told us "we can't help you." When we asked him if we can speak to a previous manager that was helpful to us before, he said no. He was defensive, condescending and down right rude. He even opened the door to show us out. We finally located the manager who helped us before. His name was Emerald. We located him in the Ka Makaha Alii Tmobile store. He helped us resolve the issue in 10 minutes. And we got our replacement. What a difference. We highly recommend Emerald for all your Tmobile issues because that guy is top-notch and has superb customer service. Tyrone, on the other hand, should never have been placed in the asst manager position to begin with because he is unqualified. No customer service. No helpfulness. Only rudeness, defensiveness, and bad attitude. He needs to be retrained, reprimanded with the pink slip, and closely monitored and placed on the 30 day probation. We will visit that store to verify if there is any evidence of positive changes. His attitude and behavior projects a negative image for the store. He was sharp, quick to judge, and unwilling to listen to what we have to say. Keoni the manager was not much different either. He only defended Tyrone. We went to Tmobile, expecting a good positive experience, and not be treated like a number. We will be following up to see if there has been any corrections made .... to include replacements. If they treated us like that, they probably are treating other customers in the same way. The manager of the store should have an attitude that is more open and friendly and makes the customers feel welcome. We have been customers of T-Mobile for over 15 years. So we have been loyal with this company. And there is no reason we should be treated this way. There was no smile, no greeting, but only sharp words. If there is no correction on this issue and evidence of changes made in attitude and customer service, we will forward this message to corporate management. T-Mobile is a national company. This kind of attitude and behavior is really backyard management. We expect a formal written apology, not just a mere sorry. M/W 123 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

No customer service. People dismiss you. Would not recommend going to this store branch for good service

Not too impressed with these guys. I gave them 2 stars because they were fairly quick, the store was nice and they were quite friendly. In general they're good with solving your phone problems. Nowadays, I feel as though people are always trying to scheme others. This is exactly how I felt today coming in with an iPhone 5s that was once an AT&T phone and worked on the T-mobile network for almost a year. FYI, the network bands are all supported by this phone since it costs less to develop fewer models and have one phone be able to work on different frequencies on a GSM network [this is how phones get roaming charges]. It was locked out of nowhere and I searched prior to my visit my phones IMEI if it was blocked. T-Mobile's website said it was but they kept saying it wasn't and that my phone had a defect. Nice try but this wasn't a good selling point to me. You can't break a phone by putting it on a network with different radio frequency. I ended up solving my own problem by contacting the original carrier. These people are salesmen trying to get to your wallet. So here I am writing a salty review on LTE... read more

Switched my mobi phone to t mobile and I'm never looking back! Met dis guy named keoni and he told me about the phone plans! I got hooked and now my whole family has t mobile too! Boy can that guy keoni talk! But there's never a gay moment wit that guy! 5 stars fo you Glen coco! read more

If I could id give it negative stars! We've been waiting 3 months for our "reimbursement" from switching from sprint to tmobile! An employee said it takes about 3 months until they send our sprint bill to collections and we should get our money to pay our cancellation fees in a month. NOPE! Sprint sent it in a month after and we were left paying $900 outta pocket and still no word from T-Mobile! Yes it says it may take up to 8 weeks and it's already past 8 week. False information from workers makes an angry customer especially since they can't help either and not even apologize for the misunderstandings! read more

Great customer service, friendly, and product knowledge on point. Staff friendly, upbeat, and ready to have you spend your money. Lol. We waited for about 5 minutes before being helped by store Manager Keoni. He was outstanding. Answered all my questions, knowledgeable, and gave quality customer service. Give yourself some time to be in the store. It tends to get busy so make sure you check periodically where you are on the list so you don't get overlooked. It took about an hour start to finish. Jumped to the new iPhone so we had to wait in line so they could transfer data to new phone. Other people waiting too. New jump program allows you to jump 3 times a year, includes insurance, and this is why I've been with T mobile for years. IT'S ALL ABOUT THE CUSTOMER SERVICE. read more

Great customer service form Coco and very professional. Highly recommend. Way better than those thugs at costco who will all out lie to you to sell their junk old phones. read more

Everyone is nice, but they really need to open a register just for payments. We've been waiting 30 minutes & still haven't paid our bill.

A couple of days ago I went to T-Mobile and of course it's Always a pleasure dealing with T-Mobile, I officially own my phone lol thank you to Ian and Ryehe for your help. I LOVE MY T-MOBILE!!! See you in two months read more

For several years I had Sprint service. I had grown sick and tired of the dropped calls and terrible customer service from Sprint. Still, I was reluctant to switch carriers and unsure about upgrading from my IPhone 4. Fortunately, a few days ago I stopped by the Kapolei T-Mobile store. I was warmly greeted and felt welcome as soon as I entered the premises. The T-Mobile customer service worker who assisted was named Coco. Coco took the time to ask and learn exactly what I was looking for in a phone. When I decided on the S4, Coco did a great job transferring my contact information and making sure I understood the basics of my new phone. Instead of rushing me into trading my old phone in as part of the upgrade, Coco helped me out. I ended up keeping my old phone and just dropping Sprint. I had downloaded a lot of music and various apps from Apple store. I've been to other customer service with Sprint and they promised I would not lose data but I did. This time, I finally got really good help! Coco also made sure I got discounts as a military member. She answered every one of my many questions very professionally and even did so with a smile. By the time I walked out of the store, I already knew I had made a great choice. I am very pleased with T-Mobile and with my new Samsung Galaxy S4 phone. I strongly recommend anyone reading this who is tired of Sprint to switch to T-Mobile. If you happen to be near Kapolei that is a great place to buy your next phone! read more

This is late but went to Tmobile to get a new phone. I was helped by Coco and she helped me get a good plan and a great phone. Great service and very nice. read more

just got home after "15 minutes" turned into 40 minutes of waiting. Renee (one of the Managers at this location) lacked basic customer service skills. And this isn't me being salty. My sister and I were very polite when she asked if she could help another customer before us (even though we had been waiting 15 minutes already). We agreed because she said it would be fast and that she would help us right after. However after she finished with that customer she looked at my sister and I and then proceeded to the room at the back of the store. She never came back out. So I had to ask another salesman to help. Randy was wonderful, but how did Renee become a manager if she lacks basic customer service etiquette? She should have told us that she wasn't coming back instead of us having to wait another 10 minutes in order to get the hint. She should have assigned us to another salesman if she had to go on break or leave. This type of service gives a bad impression. If that's the type of employee that gets hired/promoted to manager, T-Mobile seriously needs to rethink their process. That was disappointing to say the LEAST. read more

usually my experiences at t mobile are amazing, but not this time. my boyfriends phone isn't charging so we took it into t mobile kapolei to have it looked at. the guy who helped us, he didn't even tell us his name but he had a piece of his hair dyed white and part of his eyebrow as well, was rude beyond belief. he wouldn't make eye contact and he gave off that attitude that he was annoyed to help us. he was going into my boyfriends phone and into his personal things, I don't understand how that helps figure out why it wasn't charging. so my bf told him it only charges on one charger and whenever we try to use any other charger or the brand new one that came with the phone it doesn't work. he brushed it off and tried to update his phone like that was going to make everything better. his great solution was that the charger was a dud and gave us no way to fix the problem. lesson learned, I'll go to the kunia location like usual where they can do more than play around with my phone. read more

Usually I do not like stepping foot in mobile stores because they're ALWAYS busy. And this visit was no exception. I went with intentions of jumping on my friends account. We walked in and signed in. We had to wait, I would say 10 minutes for someone to get to us. Which was no issue since I was on the phone with AT&T anyway. Finally Aiden assisted us. I told him that I was interested in making the switch and that I wanted the iphone 6s. Now, usually have anxiety with sales people because if I have my mind set on something, I don't want someone trying to sell me extra crap that I don't need. But! Aiden was wonderful. He went right to checking my friend's account. Then we find out if I do jump on his account, I would have to put about $500 down. WHAT, there was no way I was gonna spend that much money on a phone today. So Aiden suggests that we see if I could open my own account meaning they would have to run my credit. Not gonna lie, I hesitated because your girl got some student loan payments. But we tried anyway and I found out that I qualified and could get the phone I wanted with $0 down! The process after that was smooth, Aiden helped me port my contacts over and all that good stuff. I would totally recommend seeing him, he really looks out for your best interest and not just trying to make a sell on you. Thanks man! read more

If i could choose zero stars, I would. I went in to buy a replacement phone on a prepaid line and Reyn managed to fraudulently transfer my acct to postpaid and then cancel my entire acct for my business line. Now I have no active business phone number, the number thats associated with all my business purposes and merchandise. Being that I have a previous balance with an old tmobile acct, which is why I prefer prepaid, he can only suggest I pay the $1500 on the old acct to restore my number to a new postpaid line. If this is not the biggest bs I've ever experienced with a mobile phone company ever. All i wanted was my phone number to be restored to my original sim card and he had no way of doing that for me. insists that i continue turning in documentation for this fraudulent postpaid acct that i keep insisting i DONT WANT in order to get my number back. in the mean time, im losing business, losing money because my business number is "not in service". i am still in limbo atm. furious with this store. they also have not offered to compensate me for any loss revenue in any way. not even free months service. Nothing. and one last thing, they know nothing about phones. i purchased 7 phones from them and they could not give me any information on the specks of ANY phone in their store. they advised me to google it. further more, these are reps that have been there for years and they are technologically clueless. completely incompetent. i've managed multiple stores in the cellphone industry for 8 years and this is the worst service I have ever experienced. management needs to get their sh*t together and train these reps. unacceptable. read more

(9/20/2013) i walked right in, greeted with hi welcome to t-mobile. and was help right away, from this guy but i cant remember his name, haha bad memory but i do remember faces, anyways as he was doing, what he need to do, to help me get my phone, one of his co-worker's (kelsy) came by, and said "hey, i remember you from the last time you came, i was the one who help you check your credit," and i said "yup that was me" so back to that guy that was helping me, 30mins pasted for some unknow reason he could not get the job done? but i did not mind, all i wanted was to get the phone i wanted. so the next thing i knew (kelsy) came to me and said "ill be helping you now" & i was okay with that, so she got done with it faster then i thought, she's very nice and friendly, talked about a few things like about the phone, vine & some funny videos, when she heard my ringtons, anyways came down to payment, and they needed a credit card, so i pasted her the card, nexthing i knew it did not work, so i was getting a little bit upset, because all i knew is that i wanted that new phone, so i tryed another card, and that one fail too, so i was thinking to my self, FML FML lol real talk, i then went to a 3rd card, but i had no money in that one, so i told her that i had to leave to reload, it at the local walmart, and i told her if you dont mind , that i would have to leave to get it reloaded, and i that if i could come right back. blah blah i hate typeing, so ill get to the point, KELSY is the one you want if you need help a t-mobile, kapolei....... read more