Great customer service! And overall the mobile connection by T-mobile is simple the best. read more

My modem was under guarantee, Had it less than two months. Customer service said go to the store and they should assist, by replacing the modem. Apparently, once again, given an older model, and with no electrical cord. Employees wanted to charge me $75 to purchase a new modem after the old replacement modem wasn't working. there's a difference between T-Mobile and Metro. T-Mobile is what I found out today. read more

The people that work there Don't listen. I explained what I needed done to my account. After over 45 minutes, they tell me something completely opposite of what I had requested will be done to my account. And then they ask me why I'm upset. Because you didn't listen to me from the beginning when I was so precise about what I needed completed. He was texting on his own phone the whole time he's suppose to be attending to me. Their manager was also very rude and even one star is too much for this branch. read more

Bad customer experience. These kids holding an iPad think that they know everything. Not listening to your problem or help you. But try to sell you and giving you the look when you decline their proposal. I lost my iPhone and ID, called 611, ordered a new iPhone 17, they said it's okay to pickup at this store. But when I get there. They gave me the ran around and then cancelled my order. My suggestion: diversify your staff and provide staff appropriate training in customer service. Generally I have good experience with TMobile. read more

Good experience here overall. Lucas was the guy who helped us today. Very kind and patient with us. Didn't pressure us into buying something that we didn't want. I was looking for a cheap iPhone, they had the iPhone 13 and the SE on display, so I wanted to get one of those. Unfortunately they did not have any of those options available. But the staff is pretty straightforward, I really appreciate that! read more

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Walked into the store! Showed the C/S employee my phone I needed help to unlock it. It was set for emergency only. The C/S did not try to help. The employee said he could not help! Some employees do not go out of their way for customers. It's not right how I have to look for that special employee that excells in his C/S. That employee always helps me. All employees should help the consumers! I would not recommend this Lake Forrest store! read more

I came here because of an advertisement I was being promoted and I was denied. I was told come next week until I did only need to be denied once again and told come again next week but this time I am 100% sure that going here would be a waste of time as much as T-Mobile advertisement is nothing but a false advertisement and the workers don't even believe in their own company promotional emails. What could have been done was keep there word when told to come and get it next week rather then just run around the promotion and state it's wrong deny the reason a person even bothered to come for. I would say it's like wasting a person time and still stringing them along for some laughs. read more

Bad company! Be careful when canceling. They will try to charge you for extra months even if you canceled a line properly.

Damien Figueroa is the man. So kind and helpful. I was greeted promptly as soon as I walked into the store. I got a new iPhone with screen protector ad he was able to set it up for me quickly as effortlessly. Thank you! read more

If I could give this location negative stars I would. Until today I had been a customer with T-Mobile since 2020. I came in to pick up a phone upgrade last Sunday. Store was busy and the guy who helped me get my phone was very obviously trying to just get me out the door didn't want to help me set up my phone or anything. He assured me that activating it at home would be easy. It wasn't I had to call T-Mobile because my number wasn't transferring to my new phone took like 1 1/2 hours to finish getting it set up. He also almost lost me my trade in credit because he was supposed to take it when I traded in my phone but I was able to get that resolved. Fast forward to today (5 days later) my new iPhone 16 just shuts off won't charge can't reset it. It's just dead. I go in explained to them what's happening and in the process they bring up I have 2 lines. I only have ever had one line I have 1 device no need for 2 lines the guy that gave me my upgrade opened up a second line on my plan super shady. They tried to convince me it was some part of a promotion for my phone which isn't true it was a simple up grade did it online myself so I would know. Also never authorized him to do this. On top of this there was nothing they could do for me but return my phone. They had zero solutions on how to get me out of there with a working device. Not helpful at all. They also told me that my iPhone 15 pro max had no trade in value with them because there was a line going through my screen. I was fed up with the hold situation luckily I hadn't mailed my phone back yet. I asked them to give key transfer PIN I left that store drove down the street to AT&T they gave me an 800 dollar trade in value for my phone and I left the store with a fully functioning device number transfer over and everything. Even got an iPhone 17 pro max and I'm only paying 80 a month for the device and service. Got way better treatment in 1 day by AT&T then I did by T-Mobile the entire 5 years I was with them. read more

The customer service!!! David Miranda made my whole experience from walking in as a Verizon user and leaving with not only new products, and service but a better understanding of my plan and products. He was very kind, helpful and went above and beyond to guarantee my happiness! I'll be sure to send all my friends and family to him!! read more

This store doesn't tell you that they are charging insurance on your device upfront. Stay away.

Val helped me today, she was so sweet and patient, definitely went above and beyond to help with the issues I was having. After spending all day the day before on the phone trying to get those same issues taken care of, it was a huge relief to get someone who really knew what she was doing and made sure I left with everything working properly again. Thank you so much, Val read more

Lost a potential customer today by total lack of customer service. Called and it took a long time to get past the automated system. Once the automated system finally announced it was connecting me over to the store for a team member to assist, the line rang and rang and no one bothered to answer. Again an auto message comes on saying no is available and then just hangs up on you. If this is how t-mobile customers get ignored, guess I won't consider switching over to t-mobile after all! read more

My experience with T-Mobile is amazing each time walk in or call for questions regarding purchases. The Mobile Expert, Damien Figueroa has been gracious, kind and takes his time to make sure I understand things, He's amazing!!! read more

The long hair manager is VERY RUDE!! The place is crowded but it's a given being the only T-Mobile in Lake Forest. Instead of apologizing for not logging me in, she was giving me tons of excuses of why she forgot. However I finally had Octavio helped me and he was SUPER HELPFUL and cordial. read more

I had so many issues with fixing my account on my own. David M. took the time to sit with me and get everything in order. I would have been so frustrated to handle this alone. It took well over an hour, but I left feel accomplished and like I had someone listening to me. My new phone is amazing and I would definitely recommend this location, I particularly David for his amazing customer service and patience. read more

Just left tmobile! Abel was extremely patient with us- my husband had a cracked screen and wanted an upgrade- we first visited the rsm store and wow they were rude and told us no promotions for cracked screens (he didn't even want to look at our account!- we had to ask him too look) and go to Apple Store for Bargain. Umm nooo so we left and went to El Toro- Maria hooked us up with Abel and he found a promotion for us and we even got a new watch as well- was not planning on that one! My husband didn't recall his passwords- Abel was sooo very patient and walked him through everything- thank you Abel!! read more

My phone was old and having problems, so I came to this T Mobil location this morning and Carly assisted me today. I can't say enough, how wonderful she was, extremely knowledgeable, helped me to buy a phone within my budget..She made sure everything was transferred right and all. She made my day!! I Love my new phone so much, especially the camera!! I'm all about pictures and videos..And I took beautiful ones of my dogs just now. I recommend her highly for your T Mobil needs!!! Also, Yvette and Janice are awesome too! Your in excellent hands at this T Mobil store location! read more

This T-Mobile is what I consider to be one of their most efficient and pleasant locations as it is usually busy due to the great customer service, no-pressure, and knowledgeable employees. We were helped by Maria and we were in - and - out within a few minutes. She was very kind and managed the flow of clients very well as there was a lot of people in the door! (Reminded me of what a phone launch looks like but the new iPhone launched like a year ago!) this is my go-to spot for any and all of my phone needs if they can't be done on the app or via customer service. Thank you El Toro team! read more

Worst customer service I ever had! I went last night to ask to trade my phone, the guy was rude. He don't even greet the customer or client.

What a fantastic helpful store Holly is the best above and beyond on reconnecting my xr,. read more

Damien was the best guy to assist us. He was quick to greet and beyond knowledgeable. We wanted to upgrade our phone but it had been a few years since we had and had no idea what the current options were and financially how expensive it would be. He was very informative with our options and broke down what was the best deal for our financial standing and family. He made the experience an overall great and trusting experience. We will stay with T-Mobile because of the service he provides. read more

Staff was very helpful and answered all my questions! Will be coming back in the future. Great visit!

I have been meaning to review this location for a while now and my most recent visit was the final push I needed. My dad and I switched to T-Mobile in 2016 so this has been our go-to location ever since, and every visit we've had here has been great! Every customer service rep that we've dealt with is extremely helpful and goes above and beyond! Whether it be a question about our phone bill, upgrading phones, or simply going in for a freebie on a T-Mobile Tuesday, we are always treated with respect and like we are truly valued as customers. I especially appreciate that they're always super helpful and patient with my parents, who aren't very tech-savvy. Most recently I went in to upgrade my phone and was helped out by Octavio who was very patient and helpful throughout the whole process. He walked me through everything he was doing, answered any question I had, and made sure I understood everything he was doing. The whole process took almost 2 hrs, which I didn't mind, I know upgrading phones can be a lengthy process. One of the other service reps even joked with me about how long it was taking lol Again, no complaints from us, every visit has been great thus far so I hope that never changes. read more

What a terrific store. I visited this morning and was greeted by Christian, a true professional and outstanding individual. I explained the problems I was having with my phone which was baffling to me and he attempted to resolve the problem and even brought in fellow team members yet my old phone would not cooperate. During the time he spent on the phone we chatted about family and his time serving our country in the middle east. A blessing. This is what America needs more of, yes while providing me the utmost in stellar customer service Christian and I discussed the core of family and American values and shared the love we should all have for one another. Thanks for your service Christian and for setting up my new phone and attempting surgery on my old one...lol I am very pleased to see T mobile hiring such amazing people to deal with issues and sell their product. I am a happy customer for many years and it is experiences such as this that keeps my family and I coming back. Thank you Christian and fellow associates at the TMOBILE store on El Toro in Lake Forest, CA... read more

Brought in my 8 month old phone with a defective screen. This phone has never once been dropped or otherwise damaged, but the salesman instantly said I had damaged it and wouldn't hear anything else. Now I'm stuck paying insurance deductible for a defect that should be covered by warranty. There is seriously not one single scratch on the phone but my defective screen is "damaged" and thus my fault. Who wants to be accused of damaging their defective phone? If that's you, shop here. read more

Pleasantly surprised with this store and the staff, very quick and reasonable wait times, and helpful staff considering other t moblie stores i've gone to! read more

I was SCAMMED at this location. I was told we could trade-in a phone we just paid off for a new phone and it would cost $45.00 with their promotion they had going. All we needed to do was fix the crack in the screen on the old phone. That unfortunately cost $230. We then took back the repaired phone they were giving us $600 credit for. While in the store we got the new phone with the $45.00 promotion - I was told their "printer was down" so I couldn't get a receipt. Next billing cycle, turns out the credit for the old phone was $45.00 and they charged me $600 for the new phone. The sales person bait and switched on me. Worst part is this "promotion" also made my monthly rate go up. I called T-Mobile and they can't help me. I'll have to go in person to talk to the Manager. Apparently not all stores are run by T-Mobile, they can be a franchise. Just BEWARE of this location. read more

Absolutely the worst customer service ever Liars. They do not know there own products Run as fast as you can to Verizon. Big difference Transfered my 4 lines. Very nice and helpful The phones are exactly the same or if you want you can get an I phome read more

Employees are extremely rude. Went in twice and had really bad experiences with employees that just seemed mad and bossy. Do better t-mobile and sprint. Also, they told us our phone was good to go and still have to go back for a third time because it's not. So frustrated. read more

Horrible customer service They are very rude. Manager is an idiot. Very informative on their products read more

I've had exceptional service from Holly and Nathan at this location. Both were engaging, knowledgeable, and friendly. Avoid Felix at all costs. He's a bit full of himself, and I found him abrasive and arrogant. If you find the right associate to help you, I can guarantee your experience will be pleasant and that you will continue to enjoy being a T-Mobile customer. read more

A tmobile add got my attention on Instagram, telling business they can port to tmobile, and get 3 months of free service, free phones for each number ported,and also $100.00 for each number ported, to make the story short,I asked them to try their service first,before transferring, they said it's free to do that ,absolutely, I had tested one of the eight sim card that they sent me,for just half a day And I said it is acceptable service,but the did not have the phone they promised, so I declined,now they have sent me a bill for $471.35 ,even though after they promised me full credit they are giving me 10 days to pay,or goes to collection agencies, I'm going to contact fcc,puc,whomever tomorrow I have all the emails to prove it,don't fall into their tricks of free testing,free service etc ,by the way this was through Instagram ad Thanks for your time. read more

Great deal on getting SE IPhone for daughter. Salesman said hey I can put a clear screen protector on for you. I figured yeah maybe $15 tops. Try $40. Are you kidding me? Do not order anything from this store accessories wise. Unreal. Just warning everyone to check prices upfront as I got screwed. Not cool T-Mobil. read more

I had an issue and was sent to this store from another location. Korina the manager gave me exceptional customer service and resolved the problem I was having. Highly recommend this location! read more

Another short and superb visit to resolve a pressing iPhone issue for me. Within about 1.5 minutes the staffer did what needed to be done , regarding photo storage and storage strength in general . My wife and I left w smiles. That was about 1:00pm today! read more

This is the only helpful T-Mobile store. The workers are all friendly and really knowledgeable! I will never go to another store again because I always have an awful experience everywhere else. Enrique helped me get my new iPhone 14 Pro ordered and explained the process of returning my rental perfectly. He actually knew what he was talking about. Thank you Enrique. read more

I was checked in at this location. They grabbed my # to call and reach out in case I stepped out. The representative never called. I showed up 20 mins after checking in. They gave me an estimated time of 40mins to an hour. I come back everyone that walked in after me was being helped. Never got the call. They pride themselves on their customer service and failed to show it today. read more

There was a bit of a wait but it was a Saturday afternoon. I needed to get a screen protector for my new iPhone. Anthony was terrific. Had to go back again Monday morning to return my old phone for trade in. Got Anthony again, terrific again. read more