Don't let them charge you a BS fee of $10 for a replacement SIM. A SIM card costs TMo about $0.01 and they should replace them for free at the stores. Instead call customer service and they will mail one to you for free. Don't let them charge you a BS $30 activation fee for a new line. They should be happy to get your business and activating lines for free considering they will likely lock you in as a customer for years to come. The store clerks are not very helpful in this situation. Find a carrier that is running a free activation promo. There is nothing special about TMo considering their coverage is the worst out of the major carriers. read more

I came to simply get a new screen protector after mine broke.... keep in mind that these screen protectors are $40 each. The sales rep when buying my phone (a $1300 phone) explained to me that the $40 screen protector could be replaced for free if it happened to shatter (makes sense as $40 for a screen protector is ridiculous, and a nearly 1000% mark up from market value). The new sales rep today had the audacity to tell me that I had to buy a new screen protector at the price $40... I told him it was explained to me that the screen protectors they sold could always be replaced for free (makes sense at a $40 price point). He told me I would have to have paid insurance on the screen protector to get it replaced.... no thank you... I'll just buy the 3 for $10 screen protectors off of Amazon. Horrible customer service for a lifelong customer. read more

Stopped by during my lunch break to add a line for my son. Was immediately greeted and helped. Staff went above and beyond to get me the best plan and phone for my family's needs, and also helped me find a good phone number that's easy for my son to memorize. Was out the door with a new phone fairly quickly. Glad I decided to come to this location today! read more

I loathe getting a new phone but I love a new phone. So I broke down and decided on the XS and headed to this store. Walked in and the guys leaning at the counter just stared at me. It was so weird. Thank goodness for Daniel, he used words and took me to a table to get started. He thoroughly explained the differences in the latest models, confirming my choice. He explained the JUMP program that I didn't even know I was enrolled in, it has a lot of details and I'm more about numbers, not sure they really reconcile, but what are ya gonna do? Gotta have that new phone. We got everything squared away and I walked out with my pretty new phone, a screen protector that has lifetime replacement, a cookbook (???) and a fairly decent quote for my trade in. Not too bad. It was the quickest upgrade trip I've ever had. Thanks, Daniel! read more

Octavio was awesome! He got our family the best deals for our plan. We switched phones around and added an iPad. He was so patient with us and thoroughly explained everything on our bill. Usually I hate going to the phone store and always end up with a bill I did not expect. But thanks to Octavio this experience was great! read more

Bought new phones there yesterday. Nathen was very good. He listened to my complaints, he was vet professional. Acknowledged my issues, and worked with me very carefully, making sure to meet all of my needs. Highly recommend Nathen. Would give 5 stars, just seems awkward that this business would be having trouble with their Wi-FI system, LASTING NEARLY A WEEK SO FAR! But Nathen worried through this perfectly. read more

Amazing customer service and awesome people work here. We were helped by Nathen for almost 3 hours, helping us upgrade and transfer 4 phones for our family. He was quick, kind, and just an awesome sales person to work with. He gave us his honest feedback about his experience with certain products and made sure to stay with us the whole time even though he hadn't had a break/lunch yet. Thanks Nathen! You were awesome! read more

My parents are here visiting and we came here to reactivate their phone and the employees were very helpful, efficient and took care of everything quickly. Great service, clean store, tons of easy parking, while I am not with T Mobile this is a great location to take care of your needs. read more

I was waiting for my turn to come up for help with my phone. I observed an interaction with an employee and a customer and I thought to myself-I hope that guy helps me. He was very kind and patient with the customer he was helping. As Luck would have it, it was my turn and He Was the one who helped me. His name is Albert Hinojosa. He was funny and helpful and so very patient and kind.. He knows his way around my android and I am so grateful for his knowledge. I will ask for him whenever I come in with a question with my phone read more

You guys are awesome! We switched from Verizon to T-Mobile just over a year ago and we couldn't be happier with the cellular service and exceptional customer service we receive. To the guy wearing the pink t-shirt today (everyone else had black shirts) thanks for the quick assist. You guys were busy when I walked in needing immediate attention. You told me how to track a stolen android phone. (I know iPhones but someone had just swiped my husband's new Galaxy phone when we were shopping at a retailer across the street.) We located the phone and convinced the thieves to return it!! Without your help, this wouldn't have happened! THANK YOU!!! read more

I visit this location to add another line Cesar was so professional make it so easy he did an excellent job I am very happy Thank you again Cesar for outstanding customer service read more

Made a trip to swap out a few sprint SIM cards with T-mobile ones. Staff is knowledgeable and fast. They are the bigger t-mobile stores in the area. read more

Such a horrible experience going here. I have gone to this location two times to start a new plan and keep my phone number. Both times I was "helped" by the same guy, he was extremely rude and didn't listen to anything I had to say. He shut down any potential conversation by cutting me off, saying "We don't do that here, you need to call". So I left and called the t-mobile 611 number and the representative on the phone helped me out got me the new account and told me to go into the store to get my number transferred. So once I got my chip I went to the store to get it all set up and that same guy met me with the same rude message as before "we don't do that here". He shut me down ignored me and basically told me to leave. They made me feel like I was stupid for even going in. Very displeased with the employees at this store, you guys really should hire people who enjoy helping your customers. read more

WOW! I'm shocked to see so many negative comments regarding this T-mobile location in Lake Forest. I came in today with a rather unique service request and I got the most unbelievable customer service by Glen. I live in California and my parents live in Arizona. We were changing providers from pricey Verizon to the reasonable T-mobile. While being in two different locations Glen made it so easy for us to switch plans, and all be on the same plan together. I purchased a new phone and everything went so smoothly and quickly. He was very knowledgeable when I was asking my many questions. My family and I are very happy we made the switch! Also a thank you goes out to Jose from the Paradise Valley location in Arizona. Him and Glen worked together while my parents were at his store in Paradise Valley and I was at the Lake Forest location. Great team work! Glen told me I would receive a text survey but I didn't so I'm giving you 10's down the board on your survey and 5 stars here! Keep up the great work! Thank you for your amazing service! Your new customer, Gina read more

So thankful for this T-Mobile. Teresa and Jesus saved my day! As a business owner, nothing could stress me more than having a non operational phone. I ordered a new iPhone 12 with T-Mobiles jump program and had some activation issues. This T-Mobile staff handled my issues with ease, on a busy day, during covid, and gave me the best customer service experience. Very grateful for this team!! Thank you guys! read more

I went in there to see about replacing the battery on my iPhone SE. The store clerk said they do not do that at this store. Did not let me know where I could go to get it replaced. I thought he was very rude and I was just taking up his time. Will never go there again. read more

Needed a new phone and an employee I would like to give thanks to is Nathen for being very helpful and not trying to sell me anything extra.. The entire staff was friendly and I would definitely return. Thanks read more

I don't know what's going on at this location. I have tried calling multiple times while being hung up on twice. If they answered the phone I was trying to inform them that my wife has authorization to replace her SIM card. Look I understand that you have policy to combat sim swapping. But you can ask for ID and verify it to the names on the account. Or call the account holder to verify set criteria to provide service. This is absurd way to provide service to your paying customers. For future customers, don't come here if you want any service. Because as soon as they deem you unserviceable they will kick you out. Thanks for leaving my wife without a working phone. read more

I really hope the right person reads this because I absolutely need to let everyone know about my amazing experience at this location. I used to have Verizon but after they took advantage of my dad's account and added unnecessary charges for over 6 months, I decided to switch to Tmobile. The hardest part about this is my dad is a Vietnam Veteran who suffers from PTSD, amongst other things and seriously hates change in his life. After months of debate I was seriously so concerned about our visit in. However, it was the best and easiest visit possible all thanks to an amazing employee named Yvette. She was beyond accommodating, even when my dad cried from time to time. She kept asking if he needed anything, like water, or tissues. My dad has had the same phone for years without ever cleaning it and poor Yvette was nice enough to clean it for him (even though I offered numerous times because it was seriously so bad without the case on it). She knew exactly what language to use with my dad to make him feel comfortable with the change and at ease in the store even when he started to cry. She honestly blew my mind. Like someone, anyone, please give this outstanding woman a raise because THIS, this is what it means to go above and beyond in customer service. At the end of our experience, she even hugged my dad goodbye. This broke my heart because my dad doesn't always look so approachable, but she didn't even hesitate. What was probably a small gesture to her was a HUGE gesture for me and my dad. I honestly cannot recommend this store enough and seriously thank Yvette for her time and patience. I wish you the best & seriously thank you so much! The world needs more people like you in it. Blessings, Mandy & Steve read more

This store has some of the worst customer service I've ever had from a carrier, and it stems from the managers down. All of my interactions with store staff have ranged from useless or inept at best, to snarky and hostile and this was from a pissy store manager who failed to do a basic task for her job! My wife and I recently purchased a Samsung Galaxy S8, and at the time, the store manager processed the sale, and nearly forgot to issue is our paperwork and receipt.. which we considered just a mild oversight. After cracking the screen we discovered the manager who processed the sale failed to update the device info for the insurance, so that when we tried to enter a claim for replacement, it was rejected four times by the third party claims processor. When we went back to the store, the staff did the absolute minimum to help and didn't even bother to apologize for the error. In fact the manager just stood there while I complained to the staff. We finally had to take matters into our own hands, and 3 customer reps, 2 supervisors and four hours later, we were able to resolve this on the phone. The excuse we were given by the store staff was that these things are handled by a third party and that we needed to "be nice" and maneuver around what was clearly T-Mobile's error ourselves, which we barely managed to do, despite numerous call drops from T-Mobile's customer service department. If anything I'd say we managed to verify the claim in spite of T-Mobile's unrepentant ineptitude. My wife and I have been loyal T-Mobile subscribers for nearly 20 years and have never experienced such lackluster service top to bottom from T-Mobile store staff and their customer service team. We understand that these claims are handled by a third party, so while they are not beholden to serve us,but as your direct customers, T-Mobile bears the responsibility of representing us to their contractor, when T-Mobile maintains all the necessary info to validate our claim, and especially in cases such as these where T-Mobile store staff are directly involved in causing confusion and misinformation due to their own negligence. The entire handling of this affair by the T-Mobile store manager and its employees is unacceptable and it is within the interest pic T-Mobile to investigate this matter further. read more

Worst Customer service ever Woman with dreadlocks must have them tied to tight on her head Sold me phone came back 2 days later and they could not unlock the phone told me it was tough luck for me? Called Customer service they directed me to RSM where they were very nice and replaced my phone DO NOT BUY PHONE AT THIS LOCATION THEY ARE HORRIBLE read more

customer service is ass. don't come here. they be lying just so they don't have to help you. this location should be closed. waste of my time. read more

So the deal is all set up and then no phone in stock. Maybe they should of checked to see if phone was in stock first. Waste of time and had to go to another lousy TMobile store a few miles away. Ended up going to Best Buy and finally getting it done. Wasted my Saturday at TMobile stores. read more

Erick went above and beyond to get me the best deal for my new iPad. His customer service was exceptional! Also, the woman who greeted me at the door tonight was super friendly and warm. Thanks, team! read more

We've never had good service here. We decided to get new phones and went here to get them, we had service with them for 4 years. My Hubs asked an employee what kind of deals they had for existing customers. He blew us off. Said we don't have anything for you. Wow. Just wow. Needless to say we went to Sprint. read more

I switched to T-mobile more than a year ago, and regret it. And when you need help, you can't even get help through their support line. So, today I was forced to go to a store. Here I was helped by Francisco, who did manage fix the problem of no network, but ignored my complaints that this was a reoccurring problem. And to top all that was a complete a $$ about it. (Please forgive my language, but there is no word more appropriate for this fellow.) If I can talk my family into it, I'm switching carriers. I certainly won't be coming to this location again. read more

Russell did an amazing job in assisting me today! He went over the top and guided me through every single thing that needed to be handled. He answered all my questions and completed all the tasks I asked him to do. He is very knowledgeable, informative, friendly, and professional. I felt very welcomed when I walked into the T-Mobile store. If I ever need any assistance, I will always drive to this location and will continue to tell all my friends to switch over T-Mobile because you guys have great customer service and are the absolute best!! Thank you read more

I've been going to this particular store for about 10 years. Each time I am more impressed with the great service. Today Nathen completely went above and beyond to make my customer service experience outstandingly! I think he is the manager at the store, but certainly sets the expectations for all the employees there. I upgraded my phone to the latest iPhone 13. I pre-ordered it about a week back and received confirmation that it had shipped and that I could take the next steps to ship back my old phone which I was getting some credit for. When I initially pre-order the phone, I didn't understand that t-Mobile does not take the old phones back into the store. Nathen said he had requested that corporate do this to no avail. Instead he took all the steps upon himself to get a box for me package up my old phone and even print out and afix the label to it, so all I had to do was take it to the post office, drop it off and get a receipt for the shipment. Nathen didn't have to do any of this, but he is so customer focused that it just came naturally for him. What a fine young man and what a great example of a stellar employee. read more

Ugh, I've been sitting here for 40 minutes, FORTY MINUTES! And no one has helped me yet. Wtf?! I'm so annoyed, this is ridiculous. All I want to do is unlock my old phone so I can give it to my uncle. They said they just need to email me something. Shouldn't be too hard to do, so why am I still waiting after 40 minutes for someone to help me. Either hire more staff or be honest about how long it really takes. Actually, do both. This is unprofessional to keep a customer waiting this long. read more

Great customer service. Nathan was very helpful and made the visit short and easy. Treated very nicely by all the workers. Great place and visit all together!! read more

They were really trying to sign me up for 4 lines but I don't have four people to sign up, only two. So, I get my first bill and it shows 4 lines. What? After 30 mins on the phone, problem solved. They must get commission per line. Ugh. A bigger problem is when you call T-Mobile customer service, there is so much background noise that you can't hear the rep. Really? A PHONE company can't solve this problem. read more

So today for some random reason all 6 of my phone lines got canceled. I called customer care and Spoke to 3 different people and they all told me they could not help that I had to go into a T-Mobile store. So I went after work and Cesar helped me out. He called Customer care and they kept giving him the run around as well but he did not give up and finally was able to speak to someone that was able to restore all 6 of my phone lines with out having to redo a new account and would have cost me about $2,999 to do being that I would have had to pay the remainder of my phones balances from the account that was randomly closed. Thank you Cesar for going above and beyond. read more

Erick did great job with helping me, he shows excellent Customer service and is very knowledgeabl, thank you Erick

Can to get my girlfriend a new phone because she broke her old one and also get my refund for switching over from sprint. The guy was more than happy to sell her a new phone but told me to call 611 for my refund. Thanks for all your help and great customer service -_- couldn't even get his name All it says on the receipt is sales rep #3518713 read more

I am very grateful to Luis for attending my concerns he even helped me by lowering my monthly payment and gave me great tips on how to use my phone . I will gladly recommend this store to my friends . Thanks Luis for your professionalism read more

Went there to check why one of my phone #"s hadn't xfered over. The person who assisted me was helpful & stated in 2 hrs the # would be xfered. Then I asked him a question regarding how I retrieve my voicemail, his answer was the same way you did with your other phone. I found that funny.... How did he know what type of phone I had before if I didn't purchase my new phone at that location? Found him to be rude do to the fact I wasn't purchasing anything. He couldn't take the extra time to walk me through the steps. Would have been nice if he went that extra mile. Yes! I figured out how to set up & retrieve my voicemail today. It is now Friday & the # still hasn't xfered. read more

Came in looking to get new service and was helped out by the manager Teresa & representative Yvette. Both were extremely knowledgeable, patient, and kind. Happy we made the switch and will going back to this location read more

Marco @ the El Toro T-Mobile was very exceptional this morning. We came in to get upgrades to our phones that we had from Sprint. He was extremely through and made us feel like we were always part of the T-Mobile family. I really appreciate how their whole team from Management to the techs they all work together to make everyone feel appreciated. Thanks again. read more

On October 11th 2014 I walked into this store to inquire signing up with T-Mobile. I spoke to Luis. I made an apointment with him for 11:00 AM the next day. I walked in the next day, and he decided not to show up for work on time! So when I walked in in on October 12th I ordered my Space Grey iPhone 6 Plus 128 GB with T-Mobile. On that day they told me in store, THAT WOULD BE THIS STORE!!!! I would have my phone by October 31st. I then get an email that said November 8th. Then another email that said November 24th. Then another email that said December 8th. Finally today I received another email that said December 22nd!!!! My brother ordered his phone (THE SAME EXACT ONE) after I did with Verizon. He already has his!!! I called T-Mobile and told them, I am to have my phone in my hands by December 1st, 2014 or I will contact, and make a complaint with the Better Business Bureau, as well as terminate my service with T-Mobile read more

Yvette Neri. I went to this store few times for some issues i had, first time i lost my Phon and secend time I had to replace my Phon, each time (Yvette)was helping me, she is very professional and knowledgeable and kind. I'm totally satisfied, thank you so much Yvette read more