TLDR: Kevin, Ruben, & Meg set the standard to be beat in customer service and professionalism. After being with them for 30 years for cellular, I had decided months ago to leave AT&T. I went in late on a Friday afternoon on a beautiful day, thinking it'd be quick and easy. It was not quick. It was, however, exceptional. I was greeted immediately by Ruben, who let me know from the get that it'd be about 20 minutes before someone could sit with me. He asked what I was in for and got me on the list. He looped back prepping me for what I needed so I could be ready when it was time. I logged into my ATT account and took screenshots of my statements, account, and plan details. Kevin was the guy assigned to work with me. I was clear about what I wanted, he was clear about T-Mobiles offering, and we were off to a good start. But then, we were met with challenges at every step of the way. AT&T did not make it easy for me to transfer. From getting the release PIN to porting the account over, we ran into hiccups and delays. Throughout the ENTIRE process Kevin was calm, patient, and unphased. A true professional. Ruben stopped in from time to time to check on us both as we progressed. I was astounded by Ruben's attentiveness on the floor, checking in with customers in progress as well as those walking in the door, consistently until his shift ended. They had a full house, and no one sat for more than two minutes without a hello. In the final stretch, I asked Kevin when his shift was up, He assured me we'd be done before the top of the hour. Turned out, AT&T had given me an account number that did not match on the back end in order to port the number over to the new carrier. We took it straight off of my invoice, it failed, Kevin and I contacted AT&T via the app to confirm, they confirmed, Kevin had to escalate up through T-Mobile to three-way patch a conversation with AT&T to get the correct account number - which was not, by the way, the account number I had on my invoice OR in the app. (SHADY!) All to say, Kevin's patience and professionalism all the way through our THREE HOURS together was unwavering. I walked in nervous about a carrier switch, I walked out converted to T-Mobile without one single regret. On the way out, I was able to thank Meg who was on the floor and had supported us through the entire fiasco. Wow, T-Mobile, if Kevin, Ruben, & Meg represent the quality you offer in service, they are bar none. Thank you to the T-Mobile Santa Monica team for one hell of a first experience with a new carrier that has me never looking back. read more

T-Mobile Experience Store - Mobile Phones Near Me - Santa Monica, California

The staff here are very helpful. One time my phone just turned off and I couldn't restart it. I walked in and within 5 minutes the staff showed me how to restart it, if the usual way didn't work. I also downloaded the T-Life app and on Tuesdays they have deals, which are fun! I have received a tote bag, umbrella, blanket, etc. The staff are also very patient when there are issues with my phone, or when my front glass has cracked. Fortunately for me, I have insurance, so the staff guided me on how to make an appointment with an affiliate local repair shop. Thank you T Mobile! read more

06/13/2025 Hoping to turn this Friday the 13th into a lucky one. I came to this location after stopping at two others with no luck. As soon as I walk in through the door, I see Cesar pop up to greet me. Asked me how he could help. I really think work gets in the way of my Yelp fun and told him I would like to see if he had any more of the Tuesday giveaway items. He did not even flinch and asked me how many would I like to get. That took me back for a second but I asked for three. One for my sister, my brother, and best friend. For all the backyard BBQ and get togethers. This is going to be a useful tool with a bottle opener on the other end. Thanks Cesar for a great conversation and your leadership. read more

T-Mobile Experience Store - Logo Spatula - Mobile Phones Near Me - Santa Monica, California

Every time I come here they are so patient, genuine and sweet about helping you achieve whatever it is you are in the store inquiring about!

This place is far from a store with competent employees. Not one person in here wants to do their job or perform customer service. They insist that you download the T-Life app or they will not help you then they sit there and they guide you through the app instead of actually getting on their little sales computer And assisting. I did not get the name of the female that worked there with the curly dark hair, but she seems as though she has better places to be than in a store while she rolls her eyes as you ask questions about the iPhone 17 the guy with the thick glasses seems like he could've been OK, but he spoke so fast like he was in a rush to get me out of the store when I was asking questions about getting a new phone and operating. This place should be shut down. It's useless. read more

Cesar G, he helped us a lot about my aunt problems that another branch massed her up. He gave us the information, explained and answered the questions with patience. Thank you. read more

I woke up and my phone had decided that was the day it was going to die. So in a rather annoyed mood I went to T-Mobile to get my new phone. Jazz & Imani helped me throughout my visit and I could not have asked for better customer service. Jazz went through every option for me to upgrade my phone, change my plan to one that would allow the upgrade at a more affordable price and walked me through all the additional upgrades on my new plan. When we finally decided the best option for me she had to go to lunch and Imani took over. Imani made sure that the transfer from my old phone to my new phone went through seamlessly. While we waited she was so nice and engaging. We talked about our lives as moms of toddlers. I wish needing to go to T-Mobile was something I needed to do more often just so I'd have a reason to go back to this store. Jazz & Imani helped to make my bad luck morning into a really smooth transition with smiles and really excellent customer service and support. read more

Scarlett was unbelievably helpful and made upgrading my phone the most pleasant experience. She's extremely well versed and educated in what she does and I am so happy I was paired with her for this process! read more

Alexander vega most knowledgeable and helpful,kind person. Highly recommend him. Thank you so much for your help! read more

I went into T-Mobile to switch out my old phone for a warranty replacement. I dread these type of things because you never can be sure if all of your information will transfer over. Not to mention, my phone is a hot mess with pictures, screenshots, videos, documents, downloads and files EVERYWHERE, including places I had no idea that stuff could go! Cesar M. was beyond helpful! Not only did he take on my disorganized nightmare with a positive attitude, he patiently explained everything to me so that I would know where to find things and how to better store things in the future. He even downloaded alot of my stuff onto my laptop, and essentially gave me a lesson on how to use my phone. All of this is not even within his job description! And believe me, he did so much more! I'm talking HOURS of assistance (I had to go back twice bc that's how much stuff I had on my phone). I walked away so happy. Trust me when I say that most cell phone experts are NOT "experts" but Cesar M. is the real deal!!! Go see him, tell him I sent you, and PLEASE offer a tip because he deserves it. read more

horrible customer service, provided me a screen protector that is on warranty. The store no longer carries it for my phone when I purchased it this year... when I called to complain a young man at the store answered with a nasty attitude and continued to speak over me. I asked to be transferred to a supervisor and the young man continued to " transfer " me to Mel who was in fact not working the store today. When I called the store back to ask the young man's name to leave a complaint after being on a fake hold for 30min I was met with another man with terrible customer service. I would suggest to any and everyone a different location and maybe even a different provider. read more

I love this store! Cesar Garcia is just AWESOME and SO helpful. Amazingly kind and professional ~ five stars ~ highly recommend! :) read more

Thank you thank you thank you, Ernie Soto! His business card states "Mobile Expert" and he really is! We had three exhausting and frustrating days of phone calls with T-Mobile trying to establish service and port our phone numbers, so we finally decided to make an appointment and go to the store in person. They had a line of customers but we didn't wait long at all. Ernie efficiently ported our numbers and was patient, professional and very helpful (placing our SIM cards, our phone cases) throughout the entire process. His manager, Ozzy was very friendly and helpful as well! Thanks for running a friendly, helpful team at TMobile. read more

T-Mobile Experience Store - Sanitize your phone while you wait. - Mobile Phones Near Me - Santa Monica, California

Edwin & Ruben were super helpful in helping me switch from credo mobile to T-Mobile. They were great and they answered all of my question.

Horrible service from Cesar at this location. I wasn't even in there for 5 min and I walked out crying out of frustration from the worst customer service I have ever experienced. Cesar is the worst customer representative worker I have ever met there. He should find another job because customer service is not his specialty. He was super rude to me and provided no assistance at all. I had explained that I would like to purchase a new iPhone on my family account of over 10+ years and he remarked that I was not on the verification process with attitude multiple times. When I ensured that I had been on the account for years and that my father had drove to a T-Mobile location yesterday to make sure I was, he turned his tablet and gave me attitude again about how I wasn't on the account. I won't argue and I understand if I'm not listed on the account. So what's the solution? None because he didn't tell me. He just kept rudely stating that I wasn't on the family account. I was there with my boyfriend so he was able to to finally get a response after I had walked out from his disrespect towards me. Awful person, awful attitude. Horrible customer service from Cesar. I will say I was greeted by a nice lady upon entering which was the only nice part of the experience. read more

I posted a review a year ago. Honestly, most of the staff don't know what they're doing. Along with a terrible attitude. One guy (I forget his name) was so rude and arrogant you'd think he invented the Apple Store. Now I'm overseas and I go to great Apple Stores in Chengdu, China. BBW. This store is a joke!!! read more

I would like to thank Brenda for her wonderful customer service and her willingness to get my problem resolved She was extremely helpful read more

This is my 3rd time coming in. It's a pretty well informed staff for a busy location. I walked in and one of the staff members quickly jotted my name down on the list - depending on who's before you, I waited maybe 5-15 mins. For a quick SIM card switch it takes 5 mins. If you are setting up for a new Apple Watch - maybe 25-45 mins depending. They were so nice, even if they were suppose to have their lunch break - they made sure I was finished & satisfied. You can tell that their team gets along and it shows. I had help from Cesar, Monica and Eva. They were quick to walk me through the process each time I came in. Thank you so much! read more

Friend and I stopped in today to pick up a second T-Mobile home internet router. We actually both switched our phone service to T-Mobile 4 1/2 years ago at the store on the 3rd St. Promenade. We had a knowledgeable rep back then and it was a good experience all around. Today we discovered that the 3rd St. location had closed but luckily our former advisor named Miguel Olmedo was at this location on Wilshire. I would highly recommend if you are in the market for anything mobile phone, Apple or home internet that you ask for Miguel! The store is not as large as the former 3rd St. location but it seems very well organized and fully staffed. read more

I love this location. Most feel the parking is sketchy but you just need to be informed of where to park. There's a public parking space the next building over and you can park there 90 minutes free or meter street parking Miguel was a great assistant for my services read more

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Mo was incredible! Patient, knowledgeable, extremely helpful for transferring data from another provider. He simply is phenomenal. Every staff member takes customer service to the max. For personal attention, courtesy and expertise this is the go to location read more

Self-claimed Sales manager "Dalmontle" (he wears gold-framed glasses) was giving us a horrible attitude and customer service. Who is training all this people!? They are just lazy and don't want to work with their customers! Shame read more

I was at this branch today. I was greeted very loud and nicely when I stepped in. The person that helped me, Jazmine C., was unbelievably helpful so patient and so knowledgeable and so professional. She was in a great mood and she made me to comfortable and she gave me advises that were good for me and made me extremely comfortable. I really left with a smile on my face and very happy with this company. Jazmine is an asset to this company. read more

Sales guy by the name B. Perkin lied just to get the sale or didn't know what he was talking about. Either way, it's not good. I walked in to order the S23 Ultra 1T, and he told me I was in luck. There was a promo offering a free upgrade to the 1T if I ordered the 512. I proceeded with the order, and I received the 512 in the mail. I go back to the store, and it's closed for remodel. I went to the one on 3rd street, and they told me the 1T was not an option, so I had to return the S23 512 with no new phone ordered. Andrew there gets 5 Stars. If there was a Samsung promotion online (outside of T Mobile), there's a chance I missed it because of the time wasted by B. Perkin. Very disappointing. read more

Jazmine made upgrading my iphone experience seamless and efficient! She had extensive knowledge in all of my questions regarding which phone was best suitable for me and was very genuine. I will definitely return because of my experience at this location with her! read more

After spending almost 4 hours at the Apple Store, I walked into this T-Mobile location to get a new iPhone and I'm extremely satisfied with the excellent customer service provided to me by Cesar. He even stayed with me an hour after the store closed to help me set up my phone properly. Highly recommend! read more

Thanks to the representative named Monica! She thoroughly explained my upgrade options! Been a T-Mobile customer for years and the customer service is great! read more

Tried with T-Mobile all day online and in store clearly their systems are terrible and no one working in store. Terrible experience

George the manager is rude and unhelpful. After having me wait for an hour he told me I have to call T-Mobile to open a business account. When I called T-Mobile - they told me I had to open the account in the store. He looked at me and sad keep calling T-Mobile until You he t a different answer bc I can't help you. He made no attempt to call T-Mobile himself or help me in any kind of way. read more

Excellent, staff is helpful and efficient. I was taken care of and on my way very quickly.

Recently visited the same store at 3008 Wilshire on January 3, 2025, and spoke with Alberto, who assisted with the purchase of a phone he recommended as an upgrade or better phone than the one I had selected, therefore I accepted his recommendation and made the purchase. However, a day after the purchase, the phone automatically upgraded and each time thereafter, I tried to dial out, the phone would automatically open the wallet app on the phone, and after a few days later, even noticed both the USB and Ethernet ports had changed to a shadowy grayish color, and subsequent to that other privacy concerns were being exposed, and after having dealt with the privacy concerns for an extended period of time, I became concerned about whether or not my personal info such as passwords would be safe, and returned to a local store for answers but was informed that the upgrades were automatic and had to occur, but when I questioned the changes that had occurred that could potentially compromise my private information the rep had nothing further to say. Therefore, I returned to the Wilshire store and met with the only rep who informed me that there were no better androids and that they were all the same, upon him having repeated this information, I asked for a return since I was yet within the 14 days according to policy, however, he refused, and fraudulently cited that it was the 15th day, because from January 3, 2025 through January 17th, 2025, equals 15 days. And when I asked how so, or in what world? He responded by saying that the 14 days included January 3, 2025. And I said of course, that's how it's 14 days. Nevertheless he refused, and vehemently opposed refunding the purchase even when Metropcs managers called to speak with him regarding the matter! Also, later learned that he charged me for insurance without my knowledge! Additionally, he gave information to Corporate that no longer exists! So none of the $125 that was invested in a phone that I cannot safely use or store private information was returned! read more

I had the pleasure of working with Jazmine at T-Mobile on 4th and Wilshire who was an absolute gem, friendly and very knowledgable on all products and services, without being pushy. Jazmine is certainly a T-Mobile expert and was very patient and spent 3 hours with my mom and I upgrading my mom's old iPhone to a new iPhone and ensured all her data transferred successfully, answered various questions and set my mom up for success with a new device and learning all the new features. I would highly recommend seeking out Jazmine for all your T-mobile needs -- she is the best!!! read more

Thank you so much Brenda for taking such good care of me and my friend! You were very helpful and so kind. Thanks so much again

Mo from T mobile was a huge help on helping me secure and set up my brand new iphone 15 pro max. We showed up half an hour before closing and Mo still took very good care of us and made purchasing a phone smooth, quick and easy. Thank you Mo. read more

Just before Memorial Day 2023, I went to the T-Mobile store on 4th Street and Wilshire Blvd, in Santa Monica, CA, after an independent operator in Westwood, Los Angeles, messed up with my cell phone by introducing software I did not need and transferring my T-Mobile account to his own sim-based enterprise. Eva, the T-Mobile specialist who helped me, was kind, concerned, and professional. She moved me back to T-Mobile, deleted all the nefarious stuff that the independent operator had installed on my cellphone, and explained in layman terms what I needed to do with my cellphone to meet my communication needs. Brendan, the office manager, also provided useful and clearly expressed advice. In conclusion, I had a highly positive and efficient experience in the T-Mobile store on 4th Street and Wilshire Blvd, in Santa Monica, CA. Thank you, Eva and Brendan, and thank you, T-Mobile enterprise! You clearly deserve the top rating that other users and myself have given you! Happy Memorial Day, 2023! Georgiana read more

The clerk was able to upgrade my iPhone, but didn't not seem to happy to help out. I think he was just about to leave before I came because he kept looking at his watch and sighing. Parking is a little rough and you are able to make an appointment before you come in. I recommend doing that just in case because it can get busy. read more

Audi, replaced my sms and now my phone doesn't work. I don't get another phone until tomorrow! They sent me home as a senior without a useable phone after they broke it!! Offered to buy a new phone or wait 24 hrs! Terrible service!! read more

Hours of operation are listen as 9 am- 8pm M-F( listen online website and door). It is currently Monday at 9:23 am and the metal gaurds are still down and completely dark behind them. Don't count on this location if you need to hit it fast at opening. Cash Deposit truck showed up and nobody answered while he knocked. 23 minutes might not seem like a big deal. However, based on past experience, most retail shops take around 40 minutes to open. So even if a manager arrives by 920am, the store would not be ready to deal with customers until almost 10 am. I'm guessing. read more

T-Mobile Experience Store - Mobile Phones Near Me - Santa Monica, California

Elisa my Mobile expert was extremely knowledgeable and very helpful! She answered all of my questions professionally and quickly! She helped me with setting up a flip phone for my Mom and transfered all the contacts and photos!!! read more

Went in trying to upgrade my phone 25 minutes before closing time. Just to get the response of it can't be done since they're "about to close." They close at 8pm and couldn't take care of an upgrade within the time frame. No other option give even after saying the gentleman had the worst customer service. I just walked out since they didn't want the business. read more