Big Thank you and shout out to a guy named Tristan who helped me out tremendously a few weeks ago. Recently upgraded to a new phone, but there were some complications along the way at other T-Mobile stores that had trouble transferring data and activating my line and my data got shut off. Eventually got to a point where after multiple attempts to bringing it back unsuccessfully, I was sent to this Experience store where Tristan was able to resolve the issue! The biggest part though that felt different was how he came across it with being caring and compassionate as I felt his genuine kindness in trying to fix my issues. He demonstrated persistency in finding me a solution, kindness throughout the entire process, and definitely patience as he had to call the main account holder multiple times to get access even though she wasn't picking up, but he stayed consistent and polite throughout the entire time. I don't usually write reviews and I have grown up in the customer service industry my entire life. And I just honestly wanted to mention that this guy Tristan definitely went above to make a positive experience after interacting with multiple other T-Mobile stores that same day without the same effort. Thanks Tristan again and keep doing you. Best , Phil N. read more

I quickly learned that this specific "Experience" store is the only location in the area equipped to help with certain SIM card transfers. However, their helpfulness completely stops there. Yesterday, I drove out to this store yet again to return an item. T-Mobile's online customer service explicitly told me I could return it here. Furthermore, T-Mobile's official website explicitly lists this Experience location under their "participating return locations." Yet, when I walked in, the store staff refused the return and told me they couldn't take items back. When I pointed out what the website and phone reps said, the store employees arrogantly informed me that they were correct, and that the website and the company's own call center agents were wrong. Frustrated, I asked for the closest store that could process my return. They sent me down the road to a standard corporate store. When I arrived at the corporate location and explained the headache I just went through, the employees there were baffled--they told me the Experience store absolutely should have been able to handle my return. So, who am I supposed to believe? Three separate T-Mobile entities (online customer service, the official website, and a local corporate store) or the one "Experience" store? read more

When you walk into a store you want to feel welcome. Summer a sales rep at Tmobile was quick on her feet. She was kind and compassionate. She addresses all my needs and ensured I was helped. You should hire more people like Summer. With AI taking over most of us have forgotten what having excellent customer service means. Summer is the poster for excellent customer service and is a true leader. read more

Big Thank you to Alexis M. For giving us the best service she is a great and helpful person she deserves a raise and moved up to manager position! No one couldn't help us from multiple T-mobile stores and she got the job done! super big appreciation to her ! Thank you once again from me and my wife !! read more

It's a core store vs. a reseller, so there are more services offered here. Location is right off the 10, and parking is plentiful. I've been to the store twice, and got great service both times. Make sure you register to queue up and save your spot. Staff were friendly and helped me both times. read more

Jesus was awesome! I lost my phone, and he went above and beyond to help me find it. He called another T-Mobile store, confirmed they had it, and asked them to hold it until I got there. Thanks to him, I got my phone back! Super friendly, helpful, and great customer service. Thank you, Jesus! read more

I was at this location last week because I had some issues with my phone. I happened to visit on a good day. A member of the T-Mobile event team was there Latroye Wilson. I was so happy that he assisted me. He gave me some excellent advice. I was unaware of some of the great benefits I had been missing out on. He helped me navigate through the T-Life app. In addition, I had mentioned that I had the watch but didnt have it on me. I returned later that day and Latroye was so helpful in assisting me once again. I've always felt this was the best T mobile store. I have nothing but nice things to say and I live the vibe! Thank you read more

Wow service so bad, inpatient. Rap name is Bryan. I was there with my parents help them get new phone. The hole processes was uncomfortable and feel like disrespectful and annoying. read more

Had an awesome experience with SUMMER and thanks Matthew at T mobile.... SIM card what's that!?

My family and I visited this local store, on Sunday, July 13, with the primary goal of upgrading my son's phone from an iPhone 12 to an iPhone 16 Pro. We chose this store specifically because it had the model and color my son wanted available for in-store pickup. We arrived at approximately 5:00 PM, and the store was noticeably busy. Although no associates greeted us upon entry--which we were fine with--we began browsing and waited to be assisted. While looking at the display phones, I picked one up, which triggered the alarm. An associate named Bryan turned it off. Since he was not assisting any customers at the time, I asked if he could help us with our upgrade. He agreed and asked how he could assist. I explained that we wanted to upgrade one of the phones on my account. Bryan then told us the upgrade could be done through the T-Mobile app (T-Mobile Life), and asked me to open it on my phone. He proceeded to take over the process directly from my device. I also confirmed with him that the $300 promotional credit was still valid, and he confirmed that it was. The transaction moved very quickly. Bryan showed us the tax and installment payment but provided no detailed explanation of the charges or any potential changes. After we completed payment, he handed us the new phone. I asked if we should turn in the old phone right away, and he said no, that I would receive instructions via email on how to return it within 30 days. Later that evening, when I had time to review everything at home, I realized that my Simple Choice plan had been changed to Experience More--without my knowledge or consent. Because of this plan change, the promotional credit applied was not $300 but $830, which caught me off guard. However, I do not want to change to a new plan (which would have cost $140 more per month), as the new plan does not suit my family's needs. I felt incredibly upset and misled by the way the process was handled. Fortunately, when I called Customer Service, a representative was able to help me reverse (or stop) the plan change and correct the promotional credit on the new phone. I also found out from the phone rep that we could have returned the old phone at the store. Why did Bryan said no, well, the only explanation I can think of is that he is lazy. Now, I really think that he did what he did intentionally and we will never return to this store if we need any upgrades in the future. read more

I was helped by a young woman named Adria, she was totally awesome! Helpful and informative above and beyond. She provided the best service I have ever experienced in my almost twenty years of being with T-Mobile. I give her a solid 10 out of 10, if I could give her higher, I definitely would. SHE DESERVES A RAISE!! read more

Just wen to this store setting up my new T-Mobile account. Matthew is really patient and helpful! Thank you!

Needed internet service and the customer service was excellent the moment we walked in the door. Worked with both Fernie and Minh. They went out of their way assisting with explaining the plans, setting up our internet box, the T-Life App and making sure we were fully setup, along with a discount!! HIGHLY recommend them... read more

T-Mobile Experience Store - Fernie and Minh providing their excellent service!! - Mobile Phones Near Me - Rosemead, California

See all

we went rosemead Tmobile on oct 15 wednesday around 5:40 pm . JAMES helps us at this day. excellent customer service very helpful, patient Thank you so much for your help. read more

Service was great! Staff was very helpful and attentive. Quickly got what I needed, and was assisted wonderfully by Jesus!

I really need to let you know about the service I experienced today. I was left waiting for over half an hour, even though I was clearly on the list, and nobody came over to help me. At one point one of your staff even saw me and still ignored me which felt very disrespectful Wendy and Bryan were standing around chatting with each other instead of helping customers, and another gentleman was there too but also did nothing. It honestly felt like I was invisible, and as a customer, that's the last thing anyone should feel. I don't usually complain, but this was really frustrating and disappointing. Time wasted like this could be more useful. I hope this is addressed, because being ignored like that is not okay in any way. read more

Jesus assisted me with my pickup order and made the experience go as smoothly as possible! I'll be returning to this location for future purchases. read more

Shout out to a store employee named Mathew Salazar for exceptional service. My mom and sister we're assisted by Mathew in a purchase of a new phone. He was patient, informative and kind in helping them navigate what can be a confusing process. Thank you, your service was very much appreciated. read more

We came in because TMobile over the phone wasn't helpful. Doug got us checked in right away. We didn't have to wait too long. Doug was able to help us. This is definitely the location to go to! read more

Thank you Summer for going above and beyond for my family and I! We will definitely be coming back to this store when it is time for an upgrade! read more

Terrible customer service. The lady with the bad lip filler should learn more compassion. So I lost my phone, when I tried to log in online, it wouldn't let me because I had to verify with a code being sent to my phone, which how am I going to do when the phone is loss. So it said to go in person . I go in person, I explain I lost my phone with my pop socket with my IDs. The lady was like there's nothing I can do for you. Because I didn't have my ID , which I had already explained was loss too. She didn't give me any other options, just sent me away with a there's nothing I can do for you. read more

This place was incredibly when lame! The girl helping me disappeared for nearly 15 minutes while we were getting my new set up no explanation nothing, she Didn't set up my phone right...She didn't do hardly anything.All she could go on and on about was.Give her a 15 star rating.When T-Mobile contacts me about the great service.She gave me.. she even sold me the wrong chord for my phone... She told me the phone I was getting was not free with the new customer service ( for being a new customer). She said I'd have to pay taxes on the phone. She never told me that my plan would include monthly taxes. Just a mess. I will never deal with these people again. read more

If there is a negative star I would give this place negative stars!!!! Never pick up the phone and they are pushy trying to make sales when you in person. Do not appreciate it. Thanks read more

They don't even care about you when you walk in. I stand there nearly 15-20 mins and no one helps me at all. They just stand in a group to chat. read more

My Honey and I pre-ordered the Galaxy S24 Ultra! Our T-Mobile Associate Lauren Banh was EXTREMELY Patient and Helpful! She explained the entire process to us and made sure we understood everything! Lauren was very knowledgeable about the phones plus being very friendly! read more

I placed an order and was texted it was ready for pick up. I headed to this location and was helped right away but was told I had to wait 10 minutes because of the phone being in a safe. Cindy was very respectful but the wait was longer than I expected, more like 30 minutes. I'm sure their priority is to make a sale. I highly recommend to ship your order to your home if you place an order online and don't want to deal with crazy traffic and waiting times. Learned lesson, but overall a decent experience. read more

I didn't need an appointment and the workers were all friendly and helpful. I signed up for service and it was quick and pain free. I had trouble porting my # to T-Mobile but that's the other carrier's fault, long story. Parking is tricky since the lot is tiny. Other than that his is a convenient location and easy to find. Thank you George for all your help. read more

My wife & I decided to order our new phones the other day. Omar is our contact & rep that assisted us with our order. Previously we were with Sprint & is now T-Mobile. Our wait time was under 15 mins. Omar is very knowledgeable & knew the answers we had regarding our Sprint contract. As with any new company, Omar researched & checked our best options. He even gave us great tips regarding warranty coverage & lease vs purchase options. Our choice of phones wasn't in stock; he ordered them & we pre-purchased our accessories (screen protectors & phone covers). Both my wife & I were very satisfied with the overall service this store offers. Note, that they're also a service center. In our case, warranty would cover majority of our issues. Our transaction & overall experience went as smoothly & WE are both happy with the great customer service that they have. All the staff worked coordinated & in synch with the whole experience. We are excited & eagerly awaiting our new phones... Omar is our current contact person. He is a very positive & knowledgeable rep for the company. This young man provides answers upon request of his patrons. Please bring some patience with you bc wait time varies. As in any transaction you achieve good results with great work ethics. And this folks have it! Thank You read more

This is a formal complaint towards the T-mobile store in Rosemead California. The staff there gave me false information about the promotions of opening a new phone lines, gave false dates as to how i can claim the promotions and completely lied about when the promotions could be claimed. I have been a customer with Tmobile for years and have always been waiting to take advantage of time where i would need to add new phone lines to my plan and to take advantage of any promotions. That day finally came. So I went there to add two new lines to my plan. ERIK was the Tmobile employee who helped me that day. I informed him that I wish to add two new lines and wanted to know if there was any promotion that had a high value trade in. Unfortunately there was no promotion that he could find at first so I told him that I would rather wait until there was a promotion since there was no urgency in adding new lines today. He then told me I could add them today, and that i would have 30 days to claim the promotions after adding the new lines. I then decided since I have 30 days to claim promotions even after adding the phone lines to my plan i agreed to add the 2 lines. He then found and showed me a promotion where if I trade in a eligible phone I can get 830$ towards a new iPhone but i would need to bring in the iPhone at the same time. I asked Erik if i can bring it in tomorrow and he said yes. From this point of my story all the information i was given by this Tmobile employee was super wrong and incorrect. I came back the next day with a iphone to trade in so that i could take advantage of the promotion that ERIK told me. The person that helped me that day(Jezzel i believe) informed me that the promotion i was told ONLY APPLIED if you PORT a new line over into your current plan. I was annoyed and told her what ERIK told me. There was nothing she could do, AND she also updated that I actually had only 14 days to take advantage of any promotions after adding a new line. Completely different from what ERIK said of 30 days. I left the store feeling very annoyed but thought that maybe a new promotion will come up where I don't have to port any lines before my 14 days that JEZZEL informed me. It is now 5 days from when I added those 2 lines. I looked at my Tmobile APP and saw that the promotion that i have been waiting for is available and i can now take advantage of. AGAIN, i get to the store and ISRAEL helped me. I then find out then that the promotion only applies if you add a new line today so the lines that i added 5 days ago don't qualify for this new promotion. I was furious. I asked to file a formal complaint to the store manager(Louis) and was told they will do something about ERIK. Sadly the store manager says there was nothing else that could be done to fix this. I am not satisfied. I explained to ISRAEL the only intention of adding lines was so i can take advantage of any Tmobile promotions. If i was told the correct information I would have just waited to add these 2 new lines. It is very unfair, misleading and complete false advertisement with how i was informed. I had no urgency to add these 2 new lines that day. I would have just waited, but once ERIK said that i had "30" days to take advantage of any promotions after opening those 2 new lines, and that there was a trade in available, is when i agreed to open the lines. I was completely misinformed from the start and later to find at the end the truth that this is false advertisement, misleading and all lies from the start. I thank Israel the Tmobile rep who listened to me and even he agrees that if he was told the same information i was told he would have made the same mistake. I want ERICK and this Tmobile store held accountable for their actions and that they provide me with the promotions that are available at this time as they are the ones who messed up by giving their customers false information and false advertisement about how these promotions work read more

I came into the store asking for some information on S23 plus this girl with like red orange hair, and pink arylic nails did not help or give me enough information. She stayed quite throughout my whole time with her. I came in replacing my screen protector and s23 plus information. She did not help she just said certain amount it was, did not look into my account throughly. I had to go to another tmobile to ask same question and luckily it was different response and answer. I do not know that girl name. She did not have a nametag but that was my experience today read more

The Tmobile expert Lauren was very nice, patient, knowledgeable and thorough. She took her time to go over different plan options while trying to find the best promotions for me. I'd highly recommend coming into this store location and seeking assistance from Lauren. read more

I had a problem with my phone. It would not make calls nor messages unless it was on WIFI. I went to this store an Emilin ( I believe that is her name) she helped me an spent almost two hours trying to fix my phone. At the end, I decided to upgrade to a new phone abs left happy. I for sure will be coming to this store for anything I need cellphone related. read more

Lauren is the hardest worker at this store period. She deserves a raise because I see her doing work outside her pay grade. Her manager should definitely recognize her hard work. In fact, I have never even met the manager at this store. If you ever need to activate new lines for phones or get any good deals on Ipads and watches please look for her. As well as the tmobile home internet, that thing is amazing and it is so easy and simple to use :) She's super nice and really patient. She knows the promotions as if it's on the back of her hand!! She is definitely the store representative to go to. I would come back just to look for her ! read more

I got the run around from T-Mobile stores because I have a Sprint account. After the 5th store I called Sprint and they made a appointment for me at this store. I waited for only a few minutes outside and Eric came out to assist me. I needed a phone for Christmas and online was not able to deliver the phone until February. I picked out a phone and with the assistance of Daronnika had my phone ready pretty quickly. They also changed my phone to the T-Mobile network. Overall, I had a really great experience here at this store which I normally have a pretty bad one. I recommend that you make a appointment first since the store is busy and with Covid you will be waiting outside. read more

Lauren is exceptionally great! She knows all the best deals and got me and my wife a new iPhone 15 pro max ! I'm super happy with my experience and can't wait to send her more referrals. Thank you so much for all you do! Great hard work and the company is lucky to have an amazing employee like her. read more

These 5 stars are for Debbie... I'm very grateful with Debbie. This girl really helped me out. There were charges in my account that were wrong. I was getting bills of $350, per month even for a sync up drive that never worked and I returned. Sometimes store managers care only about numbers and quotas...numbers, numbers and just numbers. They teach the wrong philosophy of sales to their teams. I think the number one core value to teach in sales is integrity. I came to this store too many times and I kept getting those big bills monthly until I met Debbie. She was patient on the phone with customer service and corrected about 5 issues that there were in my account. I'm staying with T-mobile because of Debbie. Otherwise... I would quit now...! So these 5 stars are for Debbie...! This girl will fix your problems and leave you with a big smile on your face. Thank you Debbie! Happy customer read more

Came in at 5pm on a Monday. There were quite a few people in there, but the staff still greeted me nicely, put my name on a list and kept me updated about the wait. Jon was super helpful! He sanitized the desk before It was my turn... loved that! I had a tricky situation of trying to cancel a line. He called customer service and waited with me while they went through the technical stuff. He was friendly and informative. He assured me I could come back in in a couple days to make sure everything turns out okay. Much better service than other T-Mobile's I've been to. read more

Getting help from T-Mobile store is not the easiest task. Today I got really lucky, got Lauren to help me setting up my Wi-Fi for home. She was 10 on helpfulness, 10 on knowledgeable, 10 on friendliness. I have to write this review before I leave the parking lot. Never had such a wonderful experience from T Mobile before. Good Job Lauren and thank you. read more

I came in here to help my mom open a new phone plan and Kevin C. was very helpful in guiding me through the process. He gave us an exact breakdown of how much we needed to pay to get the phone lines started. We came in here on a Friday evening and Kevin C. approached us with great customer service. He was very polite and helpful in explaining the different kinds of line. read more

Their customer service skills are poor. Please have these people trained better. I took my mom over there to get some help with her phone and a young lady refused to help her. Saying something to the effect of "Im not allowed to help you with your phone, because I'm not allowed to see your personal files"? My mom got the feeling that she was just blowing her off. Shame on you T-Mobile Rosemead. This is the first time that you've fallen flat on your face. Please get some customer friendly people. read more