Excellent customer service received on 9/1 and 9/2! I went in for different reasons and yesterday for sales, and Alvaro gave me exceptional and professional customer service both days! I am so happy we now have this T-mobile Experience store for all our customer concerns, sales, etc.! With our team of experts! A shout out to Enrique, Taj, Victor and Raquel! Everyone was busy but made sure to keep us updated and offered a bottle of water while waiting. Thank you! Once again, special Kudos and thanks to Alvaro! Added note: i want to also give a shout out and Kudos to Jaquelin who I spoke with today 9/4 and was very helpful and excellent customer service too! read more

I really dislike writing negative reviews as I know that most employees try really hard to take care of clients professionally. If there were a way to make this zero I would...but Eddie, one of the gentlemen working at the store, saved the day. Went to the store with a damaged phone. 800 number assured me that, given the damage, I could trade it in and upgrade...she also promised to document our conversation and that representation. She did not. Upon my arrival at the store and discussion with the very professional and helpful associate, he consulted with the manager ... who refused to accept the trade in. I spent the next 45 minutes talking (once again) to the 800 number, who took care of the manager's inappropriate and incorrect refusal, and documented it according to T-Mobile's written policy...and then waiting my turn to talk to Eddie again. IMPORTANT: the store is MASSIVELY understaffed -- it appeared that people were waiting for 30-45 minutes for the privilege of talking to someone. While he was a star and took care of me like a pro, the broader functioning of this store is embarrassing and should be categorically unacceptable to their headquarters. The manager's failure to adhere to policy was beyond astonishing. It should not take -- literally -- nearly three hours and a wrestling match to get a phone upgrade to which one is entitled and which one has been promised. I'll add as a note to T-Mobile that I have gotten the runaround at this location before, and virtually every time I have gone to a retail location to complete a transaction. Sigh. One star. Do not recommend. Consider your choice to go to this location very, very carefully.... Do it online if you can. Horrible experience. Worst of all worlds, in that I DID ultimately receive what I should have...but am still sufficiently furious to slam them online. read more

Terrible service. Was told that someone was going to be with us numerous times and waited over an hour to talk to someone. Everyone who came into the store before us were already helped and had already left. read more

Customer service here is AA++ "I want to give a big shoutout to the incredibly helpful staff who assisted me on 10/1/24. I had purchased an iPhone 16 Pro Max online and brought it in for help with the transfer and a few other questions. Even though I arrived at 7pm, knowing they were closing at 8pm, they stayed late to make sure everything was taken care of. By the time I left, my phone was up and running perfectly. I'm always impressed by how helpful and accommodating they are every time I visit!" First time it was Anthony , yesterday was Reno and Umar. There was another guy who was helping another customer but was fantastic how he was interacting with other customers. A****. read more

Thank you Mohammad. We came experiencing Data Drop issues with my mom's phone. He gave options we could take to improve and transfer the an old service plan. He did all the troubleshooting he could as we found out that there were complaints already with the phone type and service. He made sure to explain what we had to do as we were instead in trading in my mom's phones. read more

T-Mobile Experience Store - Mobile Phones Near Me - Niles, Illinois

The manager on duty, Stephanie was beyond rude. This rep, Ethan was trying to be helpful and was going to his supervisor for help but her customer service skills or lack there of were a disgusting representation for T-Mobile. She spoke over and simply kept saying they could not offer what customer service offered although they are a corporate location. She definitely needs some retraining, especially with so many retail locations closing and layoffs happening. She needs to be the first to go. Ethan, with some training, has the potential to be a manager. read more

Can you give 0 stars. Absolutely the WORSE customer service around. I was hacked. After spending an hour the previous night, I was told to go into a store by Corporate Customer service. Well, these idiots told me that they couldn't help and that I needed to call corporate customer service. She was not willing to listen to me at the store. Being hacked is not a great, and they should have gone out of their way to fix the issue. Saw them laughing when I left. Absolutely appalled. Time to write a review in the store that did help me. read more

I went to the Golf office today in order to get a transfer code so I could get a better carrier and they refused to give me the code and told me to go find it on line. I went to the office in Randhurst and they gave it to me. This golf office is the reason I left T Mobile. A bunch of rude jerks work there. read more

I called the Niles store to see if they could unlock the screen on my Samsung Galaxy. The woman told me that neither T-Mobile or Samsung could fix it without a hard reset that would remove all my data. She said I could do that myself. I asked if there was anyone she could recommend to fix it. She said it was unfixable. I called another T-Mobile store and someone else said they couldn't fix it because it was a liability Issue. I continued searching for a solution and found that Samsung had a quick and easy online fix. They are a waste of time. read more

EXTREMELY unhelpful when I walked into the shop to return a trade-in phone. Jonathan - your people skills need work

Came in here to add one line and after a month when i got my bill it went up double because the line added was set to premium and there was a promotional that time when we went on get one line and one free line but the sales person didn't told me and I called the customer service about the line and was told that it's active and being used. So apparently the sales person used the line. The manager doesn't know what she's doing. She (Aylin) needs to be customer person as she acting like we are doing her a favor. Either you will get hacked on this store and will steal lines and information. Wont recommend coming here, be careful with sales people here!!! read more

Tim. Show up a few minutes before they open. The store quickly became busy. Even though it was busy, the staff took the time to support. My parents were both seniors. We were very appreciative of your patience and knowledge. I hope to set up a new phone. I highly recommend the store. read more

I recently visited this T-Mobile location. Jonathan was very helpful. He answered all of my questions. There is ample parking.

horrible service. All the employees that were there this last sunday were treating customers horribly. I called 30 min before coming in to see of they had the phone I was looking to purchase. The girl said yes. We got there, I asked the gentleman if they had it. he rudly told me he was with another customer. we waited 20 min for a girl to come out and talk to us. I asked her if they had the phone and if i spoke with her she said no she didnt speak to me. everyone there pretty much ignored us. after waiting all that time, one if the girls said they dont have it. no one admitted to talking to me on the phone. no one wanted to help us and we left. read more

Thank you Karem and Mohamed You helped me a lot I am thankful to helped me today about my case read more

I think her name is Karen.- condescending and unprofessional. Never coming back. A little kindness goes a long way Karen.

Manager doesn't know what network the company is using! As a manager of a phone business you should know the network and the products you're selling! Also having an attitude because you were called out on not being knowledgeable means that you are the one who need to do some research, not me! I will not be shopping at your store and who knows I may even switch carriers because of you! Remember your last words with a sarcastic voice and then hanging up on me. Your store earned this one star and and a complaint to corporate! Good Luck, click! One more thing, I've been a Sprint customer for 20 plus years! read more

Sandra at this same store helped us out in a jam in a big way on 8/7/21 . I got my wife's I -phone locked -disabled trying to install a Ticketmaster app on her phone to retrieve an E-Ticket for a show in a few hours . Apple could not unlock it and we did not remember to 6 digit code. set years ago. Time for a new phone anyway. Sandra got her the right phone and took the time to walk us through the complicated set up, keeping the same number and all her contacts which i didn't think we would be able to do because of the locked/disabled phone . The staff at this store is fantastic and very friendly , Everyone in there is great . Sandra is very technically savvy. She got everything up and running for us and with the new phone and even got my wife a new plan that saves her like 30 bucks monthly. I cannot say enough about Sandra and the staff at this store. read more

Had to go back again the time for new phone for wife. Everyone working here is so courteous and knows products well. Great place for good customer service. read more

Good managers and leaders make a difference. They train and motivate staff and set expectations. Had a good experience initially about a year ago, but the service has degraded. Different staff give you different direction. I had purchased insurance and the screen cracked. The first time I went in, the person addressed the claim on their tablet. There is a repair store in the same building, just dropped off my phone and picked it up in a couple of days. Second time it happened, they gave a number to call and I spent 30 min on the phone. Went to return a wireless router that could not get a decent signal. Waited in their store for 35 min, only for them to tell me to call 611 and bring back the bar code. I spend 25 min on the phone and get the bar code. Go back to store, wait 45 min, give the person the bar code and she says she does not need it. It took her 2 min, to process it. I waited 45 min. read more

My mom has a prepaid phone plan with T-Mobile. She has been using my dad's old smartphone and hates it. So I gave her my old iPhone 4s that was unlocked to use. We've been meaning to get her SIM card switched because they are different sizes but all the stores have been telling us it's a $10 charge. Today I called a different location and they said it's now $15. I came in because regardless of the price, we still need a new SIM card. Borjan was eager to help, quick and didn't charge me a cent. Great customer service and the other workers were friendly too (: read more

I am shockingly surprised that my first Yelp 5-Star rating is going to a cell phone chain. I happened to visit the T-mobile store during their "All Smartphones Free" promotion. There was a line within the store and 6 employees trying to handle the customer load. They did a great job of acknowledging the long wait by glancing over and smiling at your rather than avoid eye contact. Specifically, the manager, Eric, will go out of his way to make certain you are thoroughly satisfied with your purchase. He will actually show you ways in which you can save money on your plan by noticing trends in your usage habits. He is devoted to making your experience as transparent as possible. I would go out of my way to come to this particular T-mobile store for any and all of my cellular needs (except accessories cuz those are definitely cheaper online). read more

Out of 3 problems I had, no e of them could be solved as Diego did not wven try and told me right away it is very difficult to do but made me wait for his availability while he was on a phone. Ridiculous service, no experience with customers. I won't be coming back. read more

By far the best experience I've had with a phone carrier. Lourdes was my sales representative and she was very sweet and knowledgeable. Brian the manager was awesome too! I would definitely recommend going to this specific T-Mobile for anyone looking to get help on their current T-Mobile phone or looking to switch to a new phone carrier. read more

I will only go to this store from now on. I made the mistake of going to another. These people who work here are always helpful and know what they are doing. when I have a problem I go there. You want good service go here. read more

The picture of this location is incorrect. This location is on Golf Rd, next to Chipotle and in front of Wal-Mart. T-Mobile was (still is?) running a 4 lines for $100 promotion that was perfect for people in my family but I was worried about porting over 4 numbers from Verizon all at once. I had a very difficult time years ago with the process so I was expecting the worst. Thankfully, with the help of the knowledgeable staff, everything went smoothly! They were really patient with me and were happy to answer all my questions. I unintentionally threw them a curveball by trying to port over a Google Voice number and they even handled that really well, even though that was their first time doing it. Everyone seemed to be on the same page and no one was confused on the details of the plan and what my charges would be. I was convinced there would be hidden fees but the representative assured me there were none and showed me a breakdown of the charges to expect. I received my first bill last week with no surprises. T-mobile's coverage has improved dramatically in my area and if it wasn't for my unlimited data plan on Verizon I would switch over and I would go to this store to do it. I highly recommend this store if you're looking to switch to T-mobile read more

It's always a pleasure coming into this location. They have honest employees with great customer service. More than likely they'll be able to answer every question you throw at them If they don't know the answer they will personally call customer service (which happens to always go through a bit quicker at stores) and make sure they get the answer. Great location! read more

If you expect hospitality, friendly staff and professional service. I recommend you NOT COME HERE. Staff seem bothered and aggressive. Came into purchase a SIM card that I was paying for, I broke my phone and shortly after losted the sim. I did inquire about a new phone also! And when he asked what phone I wanted I told him and he brought it out. Not only did he not inform me that the gigabyte was only 64 but had an attitude when I didn't want the phone.( because without my permission took the phone out and put a screen protector on )And he also tried and made it seem like Tmoblie didn't sell iPhones with bigger storage. I ask at the end of my transaction because It all seem so rushed. I could understand if your in rush to go home at the end of day! But it only 3:00pm. When I informed him I would like the SIM card still he ignored me. Totally the worst customer service ever! Worst part was it was only me!!!! No other customers read more

I hate the people that work at this store. I have been a t mobile customer for a while now and have never gotten any help from this store. Geo in particular has been one of the least helpful employees. I have gone in on several occasions for different problems with my phone and multiple times he has told me I have to call, but when I do call in to T-mobile they say that I should go into the store because my phone needs to physically been looked at. The other big problem I have with this store is when I went to trade in my phone I was told a shipping label would be emailed to me but never received it so I called the customer service and they gave me an address (which was wrong) I sent in my phone and never got credit so I gave the customer service again and the address given to me was wrong but the person helping me was suppose to print me out a shipping label that night. Because of these incidents I go out of my way to go to a better t-mobile, one with employees that WILL do their job. read more

I had to write a review for this store, too bad I forgot the guys name who helped me. Right when I walked into the store I was greeted and helped right away not only was the guy helpful but he made conversation and told me everything I need to know. He was very friendly and very helpful I will make sure to make this the only T-Mobile store I ever go to. read more

While the people are nice some are scammers I was told the tablet sale was 150 turns out that was a like I am paying over 400 for it the guy also told me because I had been with t mobile for so long I qualify for 200 worth of product (if it sounds to good to be true it probably is) turns out the stuff is added to you monthly bill I will never buy another thing out that store you can everything of ebay for far less read more

I tried to fix my phone by calling customer service. The technician was rude. Hey, if I knew how to troubleshoot my phone I wouldn't ask stupid questions or call for help. Anyway, I brought my phone into this T-Mobile store. Justin replaced the sim card, adjusted my settings and was charming through the entire process. Then he told me "no charge". What more can you ask for? read more