After getting excellent service from Lauryn a few days before, I went in on Monday evening and stood outside for about 45 minutes - I was the only one "in line". It was a really chilly windy night so finally I went in and asked if I could wait inside. I was told to "Go wait in the corner"! I realized later that the sign says only 15 people in the store at a time, however there were only three customers in the store. While waiting, two employees left to go home and two or three others were in the "back room". Once someone came out to help me, it was fine, but why keep customers outside waiting when there are more than enough employees to help us? read more

Went in to change service from Verizon to T-Mobile it's been over 6 hours and still my number hasn't ported over I'm missing on important phone calls. Opt in for the 2 hr call back and still have resolved. And now I been waiting for over an hour now. If they have that long of a waiting period and all these ppl are calling in I really think it was a VERY VERY bad idea to switch. Don't want to say it but I kinda miss Verizon. read more

We were having a lot of confusion about some recent changes we made to our account online. We made multiple phone calls on our own and just ended up more confused. We went into the store and Lauryn was very helpful and stuck with us until it was figured out- thank you! read more

HORRIBLE.HORRIBLE. HORRIBLE Customer service from BRIAN who I also found out is the store manager, worst attitude and very rude. Then I find out this store isn't even corporate owned which is why they probably hire people like him to manage the store. MISREPRESENTATION OF THE BRAND. Don't worry Brian I made sure to call your corporate manager to let them know about my experience too read more

Wow, so guess what? A manager from T-mobile left me a message on yelp saying that they are sorry and he would like to credit my account for my troubles. The first thing that came to my mind was, is this for real? So I wrote him back asking for a number to call instead of just giving him my cell number. There's lots of scams out there you know. I spoke with him and he credited my account. Wow! Shocked out my panties!!! Way to go T-mobile! Way to keep the customers happy. =) read more

I have walked by this T-Mobile plenty of times before. I have never really had a great experience there. From the overly helpful agents flirting with customers blatantly, to the lack of helpful product information...seems that they lose many of their customers to Walmart for the money making accessories, etc. I walked in there the other day to inquire about a charger for my android phone. They only had one model in stock for $29.99. Bogus! This girl will definitely make the trip to Walmart for this much needed and very common accessory. read more

went to this store for the first time the other day, got my samsung galaxy note 11, it was a sqaure trade warranty replacement since they did not have the original galaxy. a female worker named Chelsea helped me to transfer all my info from my original galaxy to my new note 11. She was tech savvy and very helpful, I really was going to give four stars because when I got home noticed all my messages were deleted, wanted to keep my picture messages and some phone numbers. I cannot fault Chelsea because she is only human and Im sure she cannot remember everything 100 percent, because when I asked her about the transfer I assumed I would get everything. however we as consumers should also do our homework, so remember your messages and also some of the contacts that are not on google or sim, but on the actual phone itself may not transfer over. again Chelsea was helpful I even asked her to delete all the information on my former phone, so when it is sent back there will not be sensitive info on the phone. I am glad that there is a store in mililani to service our town, also this location answers their phone quickly. and the wait time is also very fast. Maybe I went in on a day with a very full staff. I remember the location in aiea in the past you had to wait a long time for someone to answer their phone and it was out of the way for us mililani residents. anyway again thanks tmobile mililani for having this store and thanks to Chelsea for her great expertise. read more

I called T-Mobile at this location to see if they had a specific phone available, girl who answered said they have one available, I ask her to hold it for me, she said we have a "no hold policy." I drove all the way there from Honolulu just to find out they're currently holding it for someone and disregarded their no hold policy. I then ask if they can search to see if other locations may have it , they disappeared and had me wait for another 10min, so I decided to leave. I'm very disappointed with employees at this location! Never again. read more

The first time my boyfriend and I came to this location a few months back he left furious. He usually goes to the t mobile in pearlridge but mililani was a shorter drive. The first time we waited over 40 minutes to transfer his data only to be told "sorry you can come back tomorrow and we can transfer your info for you then". We returned the next day and waited another 20 minutes for the worker to tell us "it'll take another 35 minutes to transfer it you can come back for it" so we came back ONE HOUR later and it still wasn't done. We decided we wouldn't visit this location anymore but because of its convenient location we returned this past weekend. The associate who helped us was extremely rude. She was giving us a hard time so I asked for a manager and although the manager on duty was able to accommodate us, the original associate and her coworker were whispering things and the manager on duty decided not to continue the transaction. Going in was not only a waste of time but the girl workers had no customer service whatsoever. They were not apologetic for not being able to help but continued to gossip amongst one another. My boyfriend and I are now avoiding this location at all costs. The company needs to seriously hire workers with better customer service skills. read more

We went to this location to upgrade my son's phone, it didn't take long at all...the staff was very friendly and helpful, I would like to say thank you to Karina for a fun afternoon she was too cute and funny.I really like to thank Karina for keeping my information private due to a nosey customer (inside joke). Thank you, My son is a happy camper. Carolyn read more

This T mobile Store has a great source of customer service. They are very helpful and when I need to figure out on any issues on my bill or even upgrading to a new phone, the Employees are very professional and also helpful. Best time is during the morning and late evening. You wouldn't have to deal with much of a large crowd as of the mid day. read more

I went to this location to upgrade my Samsung Galaxy to an iPhone. When I walked in I was immediately helped by one of the employees, Christal. She was able to answer all of my questions that I had about my current family plan and how much everything would cost if I were to get the the iPhone. She was very personable and easy to talk to, and knew her job very well. She even greeted customers as she was still assisting me, but I didn't mind her showing off her great customer service skills! So I did decide to get an iPhone and she was nice enough to transfer all of my contacts and photos from my Galaxy to my iPhone. Im glad I stuck with T-Mobile because they have one of the greatest data plans out there at such a reasonable price! Thanks T-Mobile! read more

Expecting to be handled with ease me & my brother came in to their @ 8am opening to pick up his paid for iPhone6s. Little did I know I would be sitting down & waiting for 30+minutes while I watched 6 employees stand around, zone out the window, look at the rain or just pretend to be keeping busy. I work my butt off at my job & to see such miss use of labor astounds me. Another worker could have easily handled the case but insisting on one of the already" hands full with a mother who doesn't have any clue what she's doing" employee to handle it was just lazy. If it wasn't for the fact that I had a T-Mobile phone I would definitely switch carriers just based on the incompetence of its workers. I hope I never have the pleasure of sitting on this crappy square chair again. read more

POOR CUSTOMER SERVICE, RUDE EMPLOYEES. Because this is not the first time this has happened, I have finally decided to do a review. Aside from poor customer service, I have also experienced many overcharges on my bill & they occur AFTER going to this specific t-mobile store to fix issues. I added insurance to my phone and they ended up charging me for two phones (even though I've been paying for one phone for years) when I went to get that fixed the next billing cycle I was charged for two separate phone plans for ONE phone. Today, none of the employees said "Thank you for stopping by", I initiated the goodbye and thank you and one employee said "yeah thanks" in the most sarcastic tone. I would get it if the store was busy that they were probably overwhelmed HOWEVER there was only one other custor (might've been an employee cus he was just sitting but I couldn't tell) & a total of 3 visible employees. I work in customer service SO I think my rating is fair. read more

I went to the Kipapa location to possibly switch from Verizon to T Mobile if all my research panned out. It did. I made the switch from Verizon to T Mobile, got a new Samsung Galaxy S5, a Samsung Gear S, and some wireless headphones on an unlimited plan for 30 bucks less a month than I was paying at Verizon. And that's just until I finish paying the phone and gear off. After that my monthly payment drops another 40 bucks. I expected this to be kinda stressful, but Zach did a great job of guiding me through the process and answering all my questions. I never felt pressured or rushed or like I was bothering anyone with my questions. Very professional and friendly. I would definitely recommend this location to other people. read more

Went in today to change out my screen protector for 2 phones. Jalissa helped me she was very friendly and nice, changed out my screen protectors fast and had no issues with her looking up my insurance protection plan for my coverage. Always wonderful to go to mililani the workers are very nice always greet you as you walk in and ask you questions to get you help. Nahoku who also helps us alot is always friendly and helpful to both me and my family we always hope he is working, but today although he was not the associated that helped me he still always comes and says hi and ask if everything is okay. Thanks Nahoku for always being nice to all of us...and thanks to Jalissa that helped me today!!! read more

Bad experience! Sir Dwayne, the customer helper wasn't able to renew my simcard plan. Telling me my account was no longer available and other stuff that seems he cant so his job. Also tell me i had to call tmobile by my italian number and solve the problem. Think he never been outside US and he doesnt know i would have not be able to call it! Last i tried asking a new sim card and new number...turned out he could not bc my account under my ID was blocked... Actually i had to go to Honolulu Tmobile store and they did my simple request in 10 minutes with more aloha spirit and knowledge than him. I think he should go to upgrade himself or get an easier job. Bye Dwayne much Aloha read more

Worst customer service ever. I've never written a review before in my life. But the way I saw the employees treat an elderly today just made me do this. Waited for half an hour while the employees were messing around among themselves. It wasn't until one of the older gentlemen stood up and was about to leave before they finally had to snap out of their playful mood and had to start helping out customers. And they are rude as f***. And if you work there, just have some decency to treat your costumers with respect. Don't gaggle-f*** while your customer is waiting right in front of you. If you don't like the pay, just go work somewhere else. I'm sure there are people who will respect the job enough to have tiny bit of consideration toward their customer. Don't act like anyone owes you anything more than what's already been given to you. read more

Completely unsat...... Over an hour waiting period to be served! More people need to be scheduled to handle customer volume.

They offered to bring in something from another store since they were out of stock. Seeing that it would have taken less time for me to drive to other store and get it myself. Guess they didn't want me changing my mind and running away. Overall, they were helpful and knowledgable. One plus that I noticed: they did take the time out to welcome each customer that entered the store even if they were helping someone else at the moment. Reminds me of Japanese eateries - all they need to do is yell " Irasshaimase!" read more

As you all know the Note 7 was recalled, for battery issues. I turned in my phone as instructed by Samsung to this location. I heard from word of mouth that the Note 7 will be back in stores on the 21st. I took the initiative to call the store and ask, KC answered and said shipment is after 12 PM but they don't start handing it out at 4 PM, I called at 3 PM and they WERE SOLD OUT OF BLACK! I was extremely mad, you never guarantee anything in customer service if you are 100% sure! She said that they send text messages to whoever turned in their phone, however, I DIDN'T. You would think they have a list of people who turned in their phone and make them priority.... nope! I decided to go in store and just go with the coral blue (which is pretty nice), waited for an hour and 45 minutes. I would mark lower stars, however, "MALAURIE" was just the best! She really know her stuff! She answered all my questions and concerns in a personable matter, and isn't all "about the sale". I even got a free tablet with the promotion going on! Lots of people called about the Note 7 while assisting me and never once did she "guarantee" them anything. KC take notes! read more

Where do I apply to work in this location? I have tons of experience And currently managing one of Wireless Advocates in Oahu who offer service for Tmobile, Verizon, ATT, Cricket, Sprint and Boost. read more

So my grandpa switched us over from another carrier and the worker Nahoku was helping him out. We got temporary numbers at first and he promised that he would help up switch over all our numbers. We were happy with our new service until we finally got our account numbers from our old carrier and called him to switch our old phone numbers over. Every time we called, he was with a customer and when we finally reached him, he said he would go ahead and call us back before the end of his shift. So we waited. Tell me why it took over a week to get us our old numbers? Every time he refused to call us back or maybe didn't have time, but come on... we gave you our service. You promised us that you'd call back. To have it take over a week and have other sales associates step in to assist us when we trusted him to take care of it was so unprofessional. On the plus side, the other workers there are extremely pleasant. They are always in a good mood and seemed that they love their jobs. Shoutout to the rep that helped us switch over our numbers, I'm sorry I forgot your name but I think it was Kelcie or Chelsea? One of those. Much Mahalos! read more

It's ridiculous how long they keep you waiting just to get a receipt. I've been here for an hour and no service still. They were suppose to be closed 30 mins ago. The girl working tonight has a bitchie stare. She mentions someone's name and it kind of sounded it like mine and all I did was say my name and her attitude was no b I didn't say that. Gees, only reason I'm waiting is because I really need this receipt. Not coming back in here again!! This workers just keep messing around taking their sweet time. read more

I have nothing to say about this particular store, but T-mobile as a whole is the worst phone company I've ever dealt with. I had a two a year contract with them and the whole time I had them, I barely ever had any signal, my calls dropped consistently and the internet was super slow. I stayed in the barracks in Texas and I had to sit on the window sill just for people to hear me or go and stand outside in the heat just to have a conversation. Not to mention the blackberry I had was defected. I would charge my phone 100% and it would jump from a full green bar to the yellow bar that's letting you know your phone is about to die within two hours. I spent $40 on a new battery for the phone and it continued to do the same thing. When I called T-mobile to let them know that the phone was defected, they had the audacity to tell me that I'd have to pay for a whole new phone even though I had insurance. As soon as my contract ended, I paid my last bill and informed T-mobile that I no longer wanted their services, they tried to talk me into keeping the line but I told them I just didn't want or need it and that I was moving to Verizon. Here it is, 2 years later and I receive a call from a collection agency saying that T-mobile had sent them a bill that I supposedly neglected to pay.I asked for the date of the bill and it was accrued 2 months after my contract had ended and I had stopped using the phone. I called T-mobile to ask them about it and the representative nonchalantly told me there was nothing she could do and that I had to pay the bill if I wanted the collection off my credit report. I'm so furious. T-mobile is the most corrupt, phone company ever. Their bills are too high for the crappy services they provide, they tact on charges for things you never used, which 90% of the people who have them won't even notice, and if you have a problem, you have to pay them in order to get the problem fixed. I'm so glad I got rid of them. If you're looking for a phone company STAY AWAY FROM T-MOBILE!! I promise you those two years will be the worst you've ever experienced with a phone. read more

Meerkats at T-Mobile Mililani are DA BOMB,and i recommend you go there is you want GREAT SERVICE and the BEST CREW with all the info you need to make the right decission on your next phone... read more

Super helpful staff equals excellent customer service. Went in 3 times in the last 9 months and came away pleased with the service. MAHALO Karina :-) read more

Do not shop in this store....they lie to make a sale! Buyer beware!!!! - and this is from a 14yr tmobile customer! read more

Needed a adapter .. went to MILILANI .. mind you I only wanted to purchase this adapter for my uncles iPhone for $30 and I was told I had to wait 1 hr .. WTH .. I didn't need to purchase a phone .. didn't need to have a phone repaired but they wanted me to wait 1 hr .. guess after speaking loud in the store for me to be heard someone decided to help me purchase the adapter .. THEN .. something went wrong with my uncles iPhone .. couldn't make a call nor when someone called his phone it went to voicemail .. well went back to MILILANI and again was told we had yo wait 1 hr again .. kk .. that was fine BUT only to see while waiting I noticed there was 7 employees at this store .. seen 3 of the with 1 elderly man setting up his phone .. then seen another 2 employees helping 1 man purchase a phone .. really ??? .. now mind you beside myself there was only a couple waiting .. does this picture of the 5 employees helping 2 customers seem wrong ??? .. it only makes me think that these employees are not educated enough to be one on one with the customer .. oh .. let me not forgot about how many of the employees was in the back of the store doing nothing !!!! to make it short .. my uncles SIM card in the new phone was not activated and it took that person less than 30 minutes to fix the problem !!!!!! Guess these employees think that people have a whole of time to spend standing waiting around while they make themselves look BUSY !!!! .. I was not given the option of leaving NO STAR !!!!! read more

T-Mobile is awesome over there. Friendly people especially Christal who was very helpful and really cool! They know their stuff and was fairly quick in upgrading phones. Thumbs up! read more

This store was awesome!!! I went just for information preparing to switch over from a provider that I can only whisper............. Anyway the customer service was amazing on a scale of 1 to 10 I'll give it a 10!!! Shout out to Shawntee, she's very professional and knows her products. Thank you for allowing me to hold the heavy weight champions belt. The BELT is legit!!!!! This place is truly the people's #1 T-Mobile store here period. I recommend it, while your at it request to hoist the belt. MAHALO read more

Just want to say Kahea helped me and my boyfriend get new phones she was the bomb. We came in just looking at what it would cost to upgrade and we both left with new phones that we love. She was so fast and super helpful. She even ended up saving me money on my phone bill. She was easy to talk to and knowledgeable about everything. The whole store was great but she was the best! read more

Should be giving zero stars. Bought a screen protector from these guys on March 15, 2016. It was pretty late do the girl who put the screen protector on my Samsung Galaxy s7 did not put on the front screen very well. She said if you don't like it I could come back and get another one. So I tried to come back several times and every time they always said that they ran out and should be getting some on the next Friday or Monday and that they would call me back when they get it in. Guess what? No call backs at all. Even talked to the manager a couple times. Even went in to see if they got more but nope. They kept telling me they will get more but they never did. Did not even try to fix my screen protector. It is already May 3, 2016 and no calls from them what so ever. Probably just gonna leave it how it is even if it partially coming off. Not very good customer service. If they knew they weren't going to get the product in again, they should have just said so instead of lying to customers to keep their hopes up. Probably won't ever go back there. read more

To be honest, the wait for this place takes forever! But the service is good. I really wish the wait isnt that long because this store would be really good. They should jus work a little faster maybe? Idk cause i like the service here. The people is nice. read more

Switched over from AT&T to T-Mobile and the staff at T-Mobile were great. April was the one who helped me from start to finish & she was great. Very knowledgeable. The entire process from beginning to end, including transferring my info from my old phone to the new one took about 1 1/2 hours. The vibe at the store was so up beat & everybody working there seemed like they were working on a caffeine high. I also received a signal booster free of charge for use in my home. Highly recommend this location. read more

Overall, I had to give T-Mobile one less star because none of the stores had the phone I wanted in stock (iPhone 7 plus, silver 256g). We desperately needed to switch over to T-Mobile because of their unlimited data (we went over our data by A LOT on our old service). The first T-Mobile store we went to took forever to switch us over and gave my boyfriend the wrong color iPhone, which he just kept because we probably will upgrade when the new iPhone comes out. He didn't notice until after we left the store because he had to get the account number for our old carrier. We went to this location the next day because they had an iPhone 7 plus 256g, and I didn't want to wait for a "special order" for the color I wanted because I was over our old carrier. The store manager, Vernon, was very friendly and extremely helpful and made everything so easy for us. I wish we had gone to this location first because then we would have had a better start with T-Mobile. We will definitely go back to see Vernon in the future! read more

My most recent experience with T-Mobile was absolutely awful! My current phone will not charge. I've called customer service twice. The first time they couldn't help me because they were upgrading their computer systems. The second time I called they told me they'd send me a replacement phone in a week and a half!!! When I told them that was unacceptable, they then told me that if I paid $19.99 they'd get me the phone by the following week. Ummm...NO! So I went into the T-Mobile store in Mililani Shopping Center. While the woman I spoke with was nice, she also couldn't help. She told me I could pay $50 for a loaner phone until my replacement came in. Or I could upgrade early and extend my contract for another two years. Or I could Buy a new phone outright. When I asked about the loaner phone until the replacement came in, she told me there was an additional $20 fee to get the replacement because I didn't have the extended warranty and they JUST changed their policy a few days earlier. So I asked about cancelling my service with them. That'll cost me $200.00. I guarantee I WILL be cancelling my service with T-Mobile as soon as possible. $200.00 fee or not. I have been with them for well over 10 years, and this is how they reward my loyalty? They have lost me, and they can be assured I will tell ALL my friends and family never to start services with them. (An Update: The Manager of the Mililani Shopping Center Store emailed me--after I had already cancelled my service--telling me he could waive certain fees. While he was VERY courteous in his email, and while his staff at the store were also very courteous and nice, I am still very unhappy with T-Mobile as a service provider. I know the Mililani Store is just following company policy, and they are not at fault at all in this entire experience.) read more

I went to TMobile to get upgrades on both my phone and my son's it was a great experience. We were helped by Malaune she was just awesome, knowledgeable on all the services products and accessories. No pressure she explained everything throughly and answered all our question. A very pleasant experience! Love this TMobile store won't go anywhere else. read more

This review is specifically for Tyler. My husband came in on Saturday to pay his bill. He then inquired about a new phone for myself. Tyler was so informative, knowledgeable, patient, quick, and super friendly. He exceeded our expectations. Absolutely the best experience we've had. & we have been with T-Mobile for 15 years now. I believe Tyler would make a great manager one day. As a former manager myself, he is the type of employee we keep and promote, immediately. read more

Dwayne is awesome and super helpful. I felt like I was talking to an old friend! He was super patient with me when I was asking so many questions and it made me feel super comfortable since I get a little shy talking to sales associates (people in general). Thank you, Dwayne! read more