Needed to activate my new phone & a guy named Juan helped me. He was super friendly & helped me really fast. He offered me the different options so I can choose the best deal. Now my phone is working perfectly! PS. The starter kit here is cheaper than best buy! read more

Worst service I've ever had. Went in to buy a case, I knew exactly what I wanted when I came in the store. They gave me the case and made me wait 45 minutes until I could just pay and leave. During the wait I was not allowed to sit, because they needed it for "customers". The worst part is I'm still standing here waiting to pay, no one seems to care. Terrible terrible business practices read more

Came to this location last night because my mom lives nearby. Luis was a doll. He helped me transfer two lines, buy two phones and get us all dialed in. He was very courteous and professional. My mom's contacts didn't come through, but that's my fault for not checking it better before I left. I recommend working with him. He also gave us each a rose because it was Mom's Day. On another note, they play the WORST music in there at a high volume. UGH. read more

Went to this location to switch to tmobile and felix was awesome to help me out in setting my account up. Would definitely come back to this location read more

Would give 0 stars if I could. No customer service. Can't do their job that they are paid to do. Send you to online numbers where you have to hold after driving to their location. Marco is useless. read more

I come to this T-Mobile all the time since its so close to home and today I went in and had such excellent customer service with Juan. He was so nice, he greeted me right away and helped me with my screen protector. He got me in and out of the store in less than 15min. Just all around friendly excellent customer service. Definitely suggest going to him when you visit this location. read more

Like other people state, absolute horrible customer service, but the real issue is control, as the uneducated associates want to control customers and their experience. it's obvious that the store manager needs to be fired because he his hiring the wrong people and not training them correctly. This store is an extremely poor representation of the T-mobile company as corporate tries to treat customers like it matters. It sounds silly, but T-mobile gives items away on select Tuesdays. I came in for a towel as did another person. I was greeted with, just wait and after a few minutes, let me put your name on a tablet to be seen. I let them know i was here for the towel, it's app connected, so there is no accountability required, just have me redeem the towel on the app. While I'm discussing it, many solo (not with a customer) associates came in and out of the back room. I asked again, about 7 minutes has passed, for a towel and they wanted to put my name on the waiting list, the same list that a new customer needs to wait for. All this for a free associate, which there was, to go in the back room, which many did, to give me a towel. I asked to speak to the supervisor, the associate went to the back for a few more minutes and came back with the Associate Manager Ricard Tavares. I asked him again for a towel and he wanted to put me on a list. I asked him again, are you sure you want to put me on a list and have me wait for a free towel? He said yes. So I asked him for a business card, because corporate needs to know about poor Customer Service. it took him three minutes to find a business card and give it to me and I left the store. I think T-Mobile is the best, but as they have risen, it's a hight likelihood that they hired incompetent people in this mad rush. They need to bring in a Regional Manager to drain the swamp and clean up this store. This is the type of experience that will make me switch to Sprint, but luckily there are other stores, so I will not be going back. read more

My phone was hacked into and went into T-mobile. Long story short, someone took ownership of my phone number and my full account. Jonathan C. was very professional and reassured me that he would try everything possible to make sure I get my phone up and running. The entire process took a couple hours due to the fact that he had to call but every step of the way, he was there to assist. Great service. read more

Glen was really helpful and friendly as I switched numbers back from AT&T to T-Mobile. I had made the mistake of trying to switch carriers and AT&T hit me with a bunch of extra additional fees to my bill each month. Glen was great at getting my number switched back and easy to talk to. My next phone contract will definitely be with T-Mobile again now. read more

Went in and replaced my little one's phone and had an excellent customer service experience. Every question was answered professionally by Isela and I would recommend this store to anyone and ask for Isela. read more

They are okay to deal with in person here. But don't try calling them; especially on Tuesday's! I think they just unplug their phones for the day! Don't believe me? Call them next Tuesday (unless it's Tuesday already)! read more

If you are a Sprint customer, do NOT go to T-Mobile store on El Toro Road. They will charge you $10 for a sim card. If you go to a sprint store, sim card is free. When I told them them about the sim card being free, they said after the merger, sim card charge is $10 at all T-mobile and Sprint stores, so I bought it. Later in the evening, when I called the Sprint customer support, they told me sim card is free at all Sprint stores even after the merger. Also the customer support reps at this store do not know much about the Samsung phones. read more

I usually don't like going to this location because the customer service lacked badly but I went one more time because the store was bigger than most and i wanted selection on a new phone. I gotta say Nathan was very helpful, answered all my questions, and helped me find exactly what i wanted. Then when my new phone was defective I went back and Nathan helped me to get it replaced with little hassle. Very pleasant experience! Would definitely come back again for other phone issues if customer service like Nathans keeps up :) read more

We had a really good experience with this store. We went there with 2 kids and were in a hurry. Ceasar helped us. He was a very sharp and knowledgeable person. He was very quick in his job. Very impressed by his work. Will definitely go to this store from now on. read more

Felix is always very helpful to me every time I go to this location. I've been going to this Tmobile for 8 years now only because the staff knows me there. Everyone tries to give you the best deal each time so you are able to cut coast and save money. I normally have Felix wait on me which is great for me. Very knowledgeable and willing to answer any questions I might have no matter how busy they are at that time. read more

Felipe Salgado does not know what he is doing at the Lake Forest store he told me that if you don't pay on the phone monthly and you pay it all at once that your 1 year warranty is no good went in circles with him for an hour and asked to talk to his manager Anna Aguirre and she told me that has nothing to do with it. But could not tell me why they are not honoring my warranty. They just wanted me to buy a new phone. He told me to send it back to Samsung. They are very uneducated and ignorant about there phones and there policies. So we left and called T-Mobile to find out the problem and she is sending us a new phone to that store and we can pick it up in a few days. Just want everybody to know that Felipe Salgado and the manager Anna Aguirre have no clue what they are doing. Bad customer service at this store will only go there 1 more time to pick up my phone and don't recommend going to this store to anyone. read more

Never go here, they're rude. if you need any help with your device or questions about anything other than buying something. They will make you wait forever or pretend they don't know anything. read more

Place very disorganized in communication, they told me to sign in and that they would text me when my turn is up, never was I told that I they would call my name. Waited a hr in the car for nothing. Thanks t mobile read more

My friend and I decided to switch to T-Mobile. We were very happy with everyone we worked with... the manager who greeted us as we entered the store, Alan,was phenomenal explaining the deal and getting our phones syncing! And Estefani was very helpful syncing my phone and watch. Y'all are awesome! Thanks! read more

Try to deal with service conection problems,but the only thing I could get,was a number of customers service of tmobile. Which didn't do smth special what couldn't do the representative at the store,so I not be able to wait twice at the store and at the phone after to have chance to deal with my problem read more

Been there twice in the last year, and every time had to eventually drive across to Laguna Hills Mall store to get things done. El Toro store wanted to charge 20$ for swapping my micro sim to nano sim - and it's 2016 :) read more

My wife and I came on Saturday 9/10/16. She wanted to preorder iPhone 7+ jet black with the trade in deal that Tmobile offer. The guy that were helping us, Felix, said we couldn't preorder it because it was out of stock until end of November. We know from Apple website said the same thing, but why can't we preorder now and receive it on November? Felix still insist that we can't do that. So, we go home and call tmobile customer service. It turns out we can preorder it now and get the shipment on November. We should have call tmobile customer service instead of wasting time going to tmobile store. It's poor management that the employee doesn't know what he can do to their customer. He doesn't even ask his manager to confirm that we can preorder it or not. read more

We came here with a tricky request that we weren't sure how to handle. All the staff and especially Glen was incredibly attentive and took his time to help us through to come up with a solution that fits our best interest. read more

Giovanny was amazing! He ran a bunch of tests to figure out what was wrong with my phone and fixed it right away! He showed me options for phone cases and screen protectors and even put them on for me! He have me his card in case I need anything else. This location is far from my house but would return here because of his awesome service! Thank you. read more

I know that Android devices are not perfect, but the service at this location is. Nice people who have helped me so many times. Today my phone was totally crapping and Evelyn helped me get a replacement. The last time around a guy helped me save about $50 a month. It's amazing to actually be happy with a phone company, but I am. Thanks T-mobile! read more

Really bad customer service. Purchased a new phone at a different location. 10 hours later there was a defect on the screen. We came to this location for help and the girl with bird tattoos on her arms was not helpful and very rude. We left within 5 minutes. We didn't want the stress from this situation and went to another store. What happened to good old fashioned customer service? read more

T-Mobile as a whole - not particular store. Made biggest mistake by leaving Verizon for this crap known as T-Mobile. New phone stopped working after 1 month and they want $20 for an exchange. I expected my phone to last longer than 1 month. They pushed the JUMP / insurance at additional $10 month which I declined because I thought the phone would last longer than 1 month. Now I'm tied into a phone that doesn't work for 2 years. Thanks for nothing T-Mobile. Can't wait for you to get bought out by a carrier that cares about their customers. read more

DO NOT buy any accessories from this store!! Why would you buy something 3 times more expensive than online when the quality is not even better and there is no customer service!! I purchased a car charger and it's not working anymore. I returned it to the store and they didn't do anything about it since its purchased more than 30 days ago. read more

I went there today 9/2/2017 Russell, R. And Carlo.They are awesome, help us out so much explain everything and saved us money. My wife and I are very happy n satisfied with service and product If I can give them more than five stars I would..highly recommend read more

Always my go to Tmobile store. Russel greeted me with a welcoming smile and wasn't hesitant in assisting me. Nathen was extremely helpful when I was looking to have my warranty claimed. I can tell he enjoys where he works and that he works hard as well. He was able to entertain me while I was waiting for my phone to restore. Employees like them give Tmobile a good name and definitely need a promotion. Will be coming back soon! read more

I've had a number of issues with my phone @ T- Mobile, but, Jesus at the El Toro Store is amazing. He has helped me a few times and he is the most knowledgeable, courteous, efficient, helpful, resourceful and overall best T-Mobile employee I have ever run across. He is also, in general, the best in the field I have ever encountered! Thanks a million, Jesus!! read more

This review is not intended for this particular store..this is for T Mobil as a whole... AWFUL service!!!! Customer service, phone service, expediency..you name it. I've been trying to switch from Verizon (who was FANTASTIC, btw, although a bit pricey) to T Mobil for TWO+ months...they were giving my husband and I a great rate for two phones, etc, etc...in two months I've barely been able to make phone calls, I rarely have more than 1 bar, and they still haven't managed to port my number over.. WTH? Isn't this what they do???? Manage specialize in cell phone service??? We have spent WELL over 80 hours on the phone with them trying to get this resolved..oh, and here's two other fun things: when your call drops multiple times because of the crappy service, you get to start ALL over with the next person...and even BETTER: we've still been getting charged for service we don't have!!!!!! Moral of the story: if looking to switch cell companies, call Sesame Street on your toddlers phone, at least you'll hear Elmo on the other end and you'll probably still get better service even if he reappears the same 4 phrases... Btw, I wouldn't even give them one star but I couldn't post without it... read more

The worst service ever. They're nice to you when they want to sell you a new phone or sign you up . They're horrible with the existing customers, they work on a commission. AVOID this location!!!!! read more

Customer service is horrendous. Stood there for almost an hour waiting for someone to help us and the employees helped other customers who came in after we did. When we were finally helped, the guy told us there was nothing he could do about my broken phone, (no water damage, not broken from being dropped, just kept restarting itself and wouldn't let me do anything.) I've had tmobile help me out plenty of times by offering a free loaner phone til a new replacement came in. This guy was rude and wanted to usher us out of the store. Not happy that now, I don't have a phone for work purposes, and was treated like crap by the employees there. Would give zero stars if allowed to. read more

Employee Alan had told me when I bought my iPhone 6 2 weeks ago that the 6s wasent in stock and told me to just get the 6 and he'll switch it out for the 6s for no additional charge. I go in today to exchange it and he tells me that i have to pay another down payment of $192. This company is fucking fraud I'm going to sell this phone and switch to Verizon I'd recommend the same for anyone else. read more

Yvette gave me very generous help at this store. I wanted to upgrade to an iphone 5 and she just went above and beyond my expectations. She saved me $60/month on my family plan and even had a $150 one-time upgrade charge waived. Very refreshing to receive this kind of tailored service. Thanks T-Mobile =] read more

This location is full of uneducated employees. No customer service and always too busy to deal with my issues. They told me I needed to do a system upgrade which ruined my phone and then they refused to call the right people to address it. I had to have my mother board changed to fix my problem. Heaven forbid they try to make good. I will never step foot in this dump ever again. read more

Today was a good day for me because I met Eliseo at the T-Mobile store in Lake Forest California. he was very helpful and definitely very patient with me as I ask a million questions. the bottom line is that I walked out with my new telephone everything synced from the old phone and he helped me pair the phone to my car. I was very impressed with his demeanor , his attention to detail and definitely his patience and knowledge of the phones. read more

It's kind of pathetic you launch a new phone for the Galaxy Note 4 and you have no cases no accessories well you've got the screen protector but what do you do I'd like to protect my phone from drops can't seem to find it at the Samsung store either in the mission mall read more

We came in this afternoon looking to open up a single line plan. Luis A was great and helped us figure out the various offers and the best option. Very pleased with Luis' service, and would definitely recommend T Mobile and Luis to any friends who are looking to make the switch off of their Verizon family plans! The process was quick and easy, and Luis was knowledgeable and friendly. read more