My rating is based upon the customer service we received today from Brian. Brian is very personable, very knowledgeable, and helped us to the best of his abilities. I am still not happy with the T-Mobile experience. and very sorry that we switched from our previous carrier. read more

Ashley was extremely helpful in getting my phone set up for me when mine broke I thought I was gonna loose all my pictures and contacts etc but she was able to transfer everything to my new phone for me and it took about an hour and she was so patient 10 stars just for her! read more

Switched from version because they ripped us off. T-Mobil promised excellent service here in Simi but phones break up or just won't dial out. $100 rebate Sal's person promised was to difficult to figure out on their web site. read more

As someone who works in the customer service industry, I generally have a lot of patience and understanding with fellow customer service reps, but I have NEVER received such horrible service before. I did a trade in for another phone, and ran into issue after issue at both of my visits. At the first visit, I was told I couldn't purchase a phone on an upgrade because I didn't have access as an authorized person on the account, which was fine and I understood that I needed to be added. But instead of them being able to authorize me as I was standing there, they told me it could only be done by phone with customer service. I had to have the primacy account owner who lives across the country and is 2 hours later time-wise, call customer service, wait on the phone for an hour while I stood outside the store, just for the phone rep to tell him he wasn't able to add me as an authorized person on the account either. Then, the phone rep called the store rep to tell him this. It was literally four of us on hold with each other in a phone circle trying to figure out but I was eventually told I was SOL unless I got into the online account (which was the very first mention of this option, an entire hour later). I had it taken care of a minute once I knew I could do this online. I was finally able to have the phone ordered to my home address, and was told to come into the store to trade in the old one when I received the new one. Onto the second visit to return the phone. When I walked in, I was told I was supposed to mail the phone even though I was told to come into the store and that they couldn't help me return in store. I said that I was told to come in and then they said they'd try to do it in store. Thankfully, after me standing there for 30 minutes, they finally were able to do it. Additionally, I had taken a look at the online contract when I received the new phone, and saw I was going to be charged $50 per month for the new phone, though I had explicitly asked the reps 3 times if there would be any extraneous charges on my account and told no each time. I was then told these charges would go away since this was a trade in, BUT even though I was physically handing in my phone at that moment to expect to pay these $50 charges for the next month or two until the trade in was finalized. They did say I should receive credits back for the charges at some point but I still have to pay upfront now for charges I was explicitly told I would not be charged. I was also told only upon asking that I had entered into a 2 year contract without my knowledge, and that if I ever left during the next 2 years I'd owe a balance on the phone. This was the first time I was told this and only upon my asking. I also said at the first interaction that I wanted to pay the remaining $100 balance for the phone and was told I could do it when I brought in the old phone. Then they told me I couldn't and it took two associates to proceed to attempt to figure it out while I stood there for another 20 minutes just for them to tell me after all that time that yet again, all I could do was handle it on the app. I feel like I was totally kept in the dark during this situation. I understand customer service is HARD WORK and they receive abuse by customers all day every day (because I do this work too), and again I am not one to complain but the service I received was legitimately deplorable and considering how much money T-mobile receives from us and us being with Sprint for years and years before the merge I expect so much more. Specifically by Juan and Allen but truly the entire management and training is horrible and I felt like NO ONE knew was was going on. Not the reps in the store or management or on the customer service phone line. I hope I never ever have to go back here and if I ever need to go into a t mobile store again it will not be this one. PLEASE find another store to save yourself from being misinformed and receiving bad service from poorly trained employees, all of which will take up hours of your time. read more

I contacted T-Mobile again. I spoke with a very nice lady named Mercedes. She flat out told me that there is no service in Simi Valley. She suggested that I change to another carrier. This is nuts. They just need to fix their inferior towers and/or network. I remain very unhappy. read more

This place doesn't open at 10am and doesn't have signs on when they're open or if it's closed because of Covid. Someone needs to mange this place better whoever is isn't getting the job done correctly!!! read more

I just purchased a new iPhone 14 pro max. The young man ( sadly I didn't catch his name but he had glasses ) helped us quick. We were in and out. Made the checkout process quick only took 20 minutes read more

This business is terrible, customer service is miserable! Tons of mistakes throughout the long process of simply getting a phone!

I've been to several T-Mobile stores for questions regarding plans and service. Many weren't good until I found this location. I've never had T-Mobile until I went here a month ago as I wanted to get it for my mom. I purchased the $15 dollar plan. The service is outstanding. The rep who helped me out, her name is Issy. She got my mom on the T-Mobile plan within fifteen minutes. Issy is friendly and helpful. She answered all my questions. I felt safe inside. They explained the rules when I entered regarding wearing masks and social distancing. I prefer this T-Mobile Location. Issy is a great rep. I recommend her. read more

spent almost an hour in the store returning product that is brand-new, never been open. was told need to pay restocking fee (even if its brand-new). after disputing and explained I tried to cancelled before product was shipped, contacted customer care and was told I can return to store with no mention about restocking fee, the store manager agree to credit back the restocking fee to account. Checked account next day and credit never got applied. also, notice the line associated with the device was not cancelled either. The whole situation end up getting resolved by customer care which my husband reached out via twitter @TMobileHelp. Luckily we reached a great customer care who follows up on the account and took care of everything. The whole store experience is very unpleasant. When you are purchasing or adding service, they are great to you. But when you trying to return/cancel service, nothing is done correctly. This is not the way they should be taking care of their customers. If you ever thinking about buying device from t-mobile store, you better make sure you are not planning to return it. Even thought you have buyers remorse time that allows you to return the device but they charges $40 restocking fee automatically. T-mobile service is great, Love the t-mobile tuesday app but store experience is very unpleasant. read more

Javier at Simi Valley location is amazing!! He goes over and beyond to help his customers!! Thank you for everything you did to make the transition to T-mobile go so smoothly!! read more

I went in yesterday because a Can't connect to server message kept showing up on my phone. Byron helped me. He was outstanding and went above and beyond to help me resolve my issue. Through it all he was patient, kind and extremely professional. I feel so much better knowing he is there if I ever have any other issues. Thank you Byron read more

Left a good review now it's making a 360. Switched here from Verizon and while back. Let me tell you this. WORST mistake of my life!! Their service is absolutely shit in Simi Valley. Their online customer service is worthless. If you need to adjust a payment arrangement if you're broke and need a few more days added, they simply won't do it and say all kinds of weird shit on the phone and still charge your bank even means throwing your account into the negatives. They don't care about you or your phone. I was also lied to. They told me they do in store repairs when they DON'T! You have to go to the Apple Store for that. Keep that in mind. They just sit around and collect a check. I'm stuck with a supper shitty iPhone 12 64GB that's slow as hell and still have a few bucks lefts to pay it off. As soon as I'm done paying it off I'm definitely making a switch! T-Mobil is the worst cell company on the face of planet Earth!!! They need to be shut down! If you're looking to make a switch do your self a favor and look at other options. Not here!! Save your self the headaches. Not worth it. Fuck you T-mobile read more

I have been coming to this location for years. I've had a mixture of experiences but the majority were fine. More recently I came in to buy a new phone (upgrade technically) and it was an easy process. A couple things they can do to be better: 1. Acknowledge new people that come in. Often times the reps are busy helping people, so anyone who comes in just stands around in the middle of the store waiting to be greeted and/or helped. They don't bother to look up and say "hi, we'll be with you shortly" etc. 2. Discuss the products people are interested in buying (or in my case, do buy). I got through the entire process of upgrading my phone and was ready to leave before the rep even thought to ask if I had questions on the device or show me how it works/what's new. Luckily I'm tech savvy but I did have a question or two. 3. Tell what comes with the devices (earphones, chargers, etc ). I did find out that this is actually a corporate location where majority of the rest are franchisee owned. Interesting to know. I would expect more from a corporate store. Overall this store is ok. Nothing spectacular. Gets the job done. read more

Manny helped me with my upgrade from an iPhone 6 to the iPhone 11 today. He was patient, polite and incredibly knowledgeable. The whole process was quick and simple. He also took the extra time to show me how to transfer all my content into the new phone (the touch screen on my iPhone 6 was broken) which complicated the process but Manny knew exactly how to troubleshoot that issue. Thank you Simi Valley team! Great location (located on Cochran) and amazing staff. read more

Callers are having a hard time reaching me. Took my phone to this store and was attended by Manny Valle ( Mobile Expert) . He checked my phone and did some test and it turns out that i have a bad sim card as i had my sim card for many many years. Manny Valle is very helpful and was very knowledgeable with T mobile products and services. I have experienced excellent customer service ! Will definitely go back to this store to upgrade my device. read more

This T-Mobile store was the nearest location to my home but thank goodness! We switched from AT&T to T-Mobile last weekend and WOW, very impressive service and knowledgeable friendly people you have at this store! The woman that assisted us was Laura and she was awesome during this process. We have four lines and completely different needs for each phone. She was patient and kind and made it as easy and smooth as possible! I love how much money we will save and loved her personalized service. I highly recommend asking for her when you come in. This is another reason we left AT&T. They have nowhere near this kind of service or value. YOU HAVE CUSTOMERS FOR LIFE!! read more

Just wanted to thank all of the employees at the Sycamore Village location, especially the manager Jorge, who went above and beyond to help me in a difficult situation. They met my needs in a professional and extremely efficient manner. I highly recommend this T Mobile branch!! read more

I went to get a new case for my iPhone 13 last night around 6pm there were few people maybe 6 customers. 2 were in the booth already with the representatives. Here came another receptionist a big guy I ask if I could just pay for the case and he responded to me rudely like there are other customers ahead of you I said even if I'll just buy this I'm thinking like I'm just a retail store because I don't need anything to ask about my account he said yes you have to go in the line I said ok then can you put me in the list he yes and it will take more than 2 hrs. I was so disappointed and frustrated the way he treated me that I'm a not a loyal customer of T-Mobile for almost 20 years. I left and went to Target it's even cheaper and quick over there. read more

I bought 4 new iPhones at this location, supposedly buy 1 get 1 free special. After I realized I was getting charged full, I contacted T mobile to find out the employee lied. I was informed it's too late and nothing can be done. Disappointing. I recommend to never walk into this location, instead buy direct with T Mobile. Unfortunately some employees will lie to get commission. read more

So if I based my experience in the store off of the Mgr Rigo.....it was a colossal FAIL!! I signed in to be waited on, as did two people after me. Rigo came out of the back, proceeded to help the guy who came in AFTER me. I said Excuse me!!! I was here first!! "Oh well..you want to add a phone to your acct, this guy wont take me as long to wait on"...i dont care HOW long it takes you to wait on me...I was 1st!!! I am seriously considering changing carriers, depends on if the District Mgr calls me back or not read more

I do not recommend that anyone use Tmoble's insurance policy. I have been a loyal customer for almost 4 years now and before that my parents used Tmoble, In the past we have had no problem with insurance on phones and were able to get replacements. Unfortunately their policy has changed of the years. Assurant not only gave me a defective phone, but also made me sit on hold through 4 different phone calls to get this issue resolved. If you get a phone form Assurant through the insurance double check and make sure it is not defective. Also DO NOT follow the directions they give you on what to do when it is defective. It claims you can go to the Tmoble store but this is FALSE. It also does not give instructions on how to turn off "Find my phone" app if you phone is completely dead (you can do this through icloud.com - hopefully this helps someone). Though keep in mind that many of the people on the phone were nice, friendly, knew enough to send me to someone else. Some notably nice people were Doug and Fernando. I appreciated their patience with me even though I started crying in frustration on Fernando. read more

Employees need to work on customer service. Please acknowledge a customer. Eye contact and a simple, "Hello, someone will be right with you" would be polite. Don't gossip in front of the customers. If you are on break/lunch or do not want to assist a customer please leave the sales area. You guys look lazy hanging around not offering to help anyone especially when there are more employees than customers. Geez, what the heck happened? I remember coming here a few times in the past to buy a phone or accessory and the customer service was so much better. read more

thank you bryon at t-mobil on cochran!!! you hooked it up for me and i'm so grateful for your patience and knowledge with this company to help me feel same again when it comes to cell phone plans and bills!!! any of you out there with at&t or verizon...consider the switch...and talk to bryon at t-mobil!! yhanks again buddy! happy new year!!! read more

Tip: best to go in the evenings, not during the busiest hours around lunchtime. We found the service here to be helpful and polite, and the guy took time to make sure we understood all of the different options. read more

It's too bad the store on Madera is closed. I've been to tmobile on Cochran twice and they didn't know what they were doing. First time was a couple of years ago and they gave me wrong information. I went to Madera and they fixed the problem. Yesterday I went to the Cochran location because Madera is now closed and again they didn't know what they were doing. Took my phone to u break I fix and they fixed the problem. This tmobile location is a big disappointment. read more

Alex and Alan gave me really good service this morning I'm 71 years old and they made it simple for me to use my phone I would highly recommend T-Mobile especially out here and Simi Valley on Cochran. read more

I went in to get a new phone. My current was the note 3 lmao, still running strong just old, so I wanted to stay true to it and get the 9. We went in and was told, they hadn't gotten confirmation from insurance that the last phone returned in the past was actually returned. So I had to leave empty handed, but miguel kindly offered to check on it for us and when we came in we were taken care of as quick as humanly possible, I'm very happy with my experience and props to miguel his energy was so chill, keep that guy around read more

This review for Jess! Thanks for ur helping and it kindness! The store by itself is nice and the staffs re pretty fast and helpful! Thanks read more

I have been with T-mobile for about 2 years and no complaints about anything. But I have to say something about some service that went above and beyond. I have a plan that I prepay for and own my own phones, and I found out by calling the service center that my phone wouldn't go international. I spoke with Chris Hayes and Matt Schafer, and they figured out a way to get it to work for me and my family. They spent about 40 minutes trying different options and got it done for me. I even received a phone call from Matt the next day following up and confirming that I have international now. Great service from these two, and this is why I stay with T-mobile :) read more

The Girl who Greeted me I use that with displeasure, was rude too busy texting to care if I was there. was rude with her comments not a good experience. lucky there are other stores... read more

Became a first time T-Mobile customer today.was with a competitor for many years.walked into this store with my girlfriend (long time T-Mobile customer) looking to finance the new iPhone 12 pro Max and possibly a Apple Watch (never had one) the store was busy but we were still greeted as we entered.Always nice to be acknowledged instead of ignored.we were asked how we could be helped and then were given a time frame of when we could be helped.we patiently waited our turn.We were helped by Manny Valle he was very knowledgeable,courteous and kind.he answered all the questions I had,explained the plan breakdowns,financing questions and how my billing cycle would work.Among many other things.was very patient and professional.I ended up getting a 12 max phone a case,charger and a SE watch.they were out of stock on the watch I wanted but he is having one shipped to my home.he explained to me how to set it up and left a business card if I had any questions and even let me know what days he was available the following week if I wanted to come in.overall the store had a very friendly well trained staff and I would highly recommend this location. read more

T-Mobile is a disorganized company. Stay away. This has nothing to do with any store employees. I've always had great friendly service at the stores. The company itself is a mess. I switched to ATT because of discounted cell and home internet service. So I ported my 3 lines and went to the T-Mobile store where they told me I must call in and cancel or wait for the bill in the mail. So I waited for the bill and called in to pay it. Once you port your phone number over there is no longer a way to log in and pay. As far as I could tell their system doesn't also key to an email address like all the other bills I pay. I got a conformation number and the CSR name when I paid. Explicitly asked "We're good now and my account is closed and I owe no balance?" "Yes" . Then a bill shows up stating I have a balance? WTF? I call in and the first person can't explain so they send me to the "dispute a charge" cesspool where I offer my story and associated conformation number. I get a few different scenarios thrown at me all of which are just excuses for a poorly executed customer service and accounting system. Stay away from T-Mobile, with this type of accounting you have to babysit every bill and every charge on it. Who knows what other mistakes they are making that end up costing the customer additional money in the end. read more

T-Mobile Experience Store - Mobile Phones Near Me - Simi Valley, California

Sadly, I thought I'd be here writing my first "good experience" at a phone store. ANY phone store. Over the last 25+ years, it's always been torture. (I was an early adopter.) There's always the pain of waiting and waiting until someone "helps" you and they begin to mislead you. I recently went in with my son and wife who honestly thought we would get 2 iPhones and a new line (for my kid) without denting our bill. I knew that was nonsense and quickly unraveled that when I went into the store. Anyways....back to our current story: I went in 2 days ago to trade in my old Samsung S7 for the latest greatest iPhone. It sickened me to spend that much, but, for various reasons (like I keep a phone for average of 6+ years), I went BACK into an iPhone. (My first smart phone was an iPhone.) As usual, I did wait, but I was quickly placed on a waiting list. And, within 15 minutes I had a sales guy. Super nice. Answered most of my questions about the change to an iPhone. "Yes. EVERYTHING will transfer!! All of the APPs. Everything. It will even appear on the phone laid out as it was on the Samsung." Well, that was my biggest concern. My "World" is controlled through my phone. It is the NEXUS of communications and controlled devices around my home. Of course, the small hiccup at that moment was, I was NOT AUTHORIZED to make changes on the account "in the store." My wife and I have been with Sprint/T-Mobile for over 20 years! But, She was the "main" person and needed to authorize me. Of course I couldn't reach her when I was at the store. BUTTT, I later authorized myself at home by simply going into my online account. WHY didn't the sales guy tell me (or know) that!? I didn't need my wife (who's very busy) to deal with this at all. Regardless, I returned to the store on day 2 and asked for my very nice sales guy. The $1300 purchase went smoothly. I was thinking: "Wow first decent experience ever. Of course, that was at the "buying a $1300 device stage. Now came time for the swift, easy, flawless transfer. "Come back in an hour." Okay, fine. I came back in 90 minutes. Now I'm dealing with the the first "tech." Tech: "Well, it's gonna take 4 hours." The store was now closing in less than an hour. I chose to leave it over night. 'came in the next morning for my swift, quick "pick up" of my new phone. Firstly, they opened the doors earlier than 10am (posted opening time) so several people "got in." Okay. But one might think they could easily ask "What do ya need" or I could get a word in edgewise to say "Hey, I'm just here to grab my phone." Eventually, the mgr, who was tied up helping someone figure out how to use face recognition, was made aware of my situation. Mgr: "Oh, that phone is still transferring." What? It's been over 14 hours. I said that I could have been told that 15 minutes earlier, but they ignored me. That all became superfluous anyways when a new/different tech came in late, then "helped me." Tech: "The transfer failed. You're transferring from an Anrdroid phone to an iPhone. It's problematic." (Thank God this is telecommunications and not teteportation!) So, now, I told him that the "speech he just gave" is in stark contrast to what the sales guy told me. "Oh, the transfers will be seamless/flawless" to "Good luck, you might get some of your contacts." WTF? I told him I feel like I'm now in NY when I asked to go to LA. So, at that point, everything unraveled. If you have actually read this far, your only take away might be: "You cannot easily transfer from Android to Apple or vice-versa.) After hemming and hawing, I asked just to please get my contacts transferred and my text messages. He went in the back room for 5 minutes, came back and said "Well, it transferred some of them. I can't tell if it missed some. Why don't you take a look?" Seriously. I have no idea who all of my contacts are. Regardless, I scrolled around, and my "current" top ten were in there...at least my wife and son made the finals. So now, swallowing the hard pill of knowing I would need to 'hand' download and install the dozens of APPs, I just wanted to know what steps I needed to "get started" on the phone. Is there a button to press to roll into all the major set-ups: face recog, iCloud, whatever.... I had seen that "request" earlier while opening the phone. Unfortunately, he did not know how to initiate that process. Then, I asked how/where do you set up my/the email so that the phone will get my email? OMG, the TECH did not know where to do that on the phone. After fumbling around through menu after menu, he did find the "point of entry," but now I figured I sadly knew more about HOW to set-up the POP/IMAP connection than he did. This SHOULD NOT be the case! I'm nearly 60. He's a tech working in the store. I specifically went to the store so that THEY could do all this stuff. 'should be easy for them. Not so. Had this been a pet store they would've been happy to sell me the puppy but sent me home with kitty litter for dog chow! :( read more

They had the phone I wanted and customer service was great! They answered all my questions and concerns. Overall great experience.

I came to this location last night with my husband and purchased an iPad, a google home with screen, a new iPhone X and two I-watches. I currently have an I-watch series 1 in rose gold and was looking to upgrade to the new series 4 watch. I was disappointed to see that the new I-watch 4 series had changed the tone of their rose gold coloring since the series 1 watch. I told the gentleman helping us I did not like the new rose gold color and would therefore get an I-watch 3 series instead of the I-watch 4 series so I could stick with the older rose gold color. I was very clear with him that was the only reason I was not getting the series 4 watch. Imagine my frustration when I got home and opened my box to see that the I-watch three also had the rose gold coloring I did not like. I was sold exactly what I told them I did not like. I returned to the store today to exchange it for another color and was informed I would have to pay $50 for a restocking fee. I get why they charge restocking fees, but I did not change my mind on the purchase, I was sold something I told the sales guy, who should know about the product, I did not like. I feel as if I'm having to pay for his lack of knowledge on the product. He also told me last night that by buying the 3 series I would need to buy all new bands to fit that watch since my series 1 bands would not fit. This is also incorrect as I am able to use all of my series 1 watch bands on either the series 3 or 4. It seems to me T-Mobile needs to make sure their sales people are informed better on the product they are selling. If he would've sat down and watched the 5 minute YouTube video I did this morning he would've learned the differences very easily. I will be returning the Google home screen that I bought last night to cover my $50 restocking fee. read more

I went in around 11am and service was non-existent. The person at the desk was just chatting away with a customer unaware if the. 5 people waiting for service. Also... All display phones are non-functional so checking local coverage is pretty much not happening. I might stay with AT&T. read more

Horrible customer service was in there for a half hour and both people working didn't acknowledge me then tried to take someone else before me. Didn't care that there was nothing they could do to help me either. Totally flippant attitude. Adding to this review I was able to call the store on Madera and they walked me through the problem I was having over the phone in 2 minutes. Brandon was awesome (Madera store) read more

I'm giving this location three stars because I've had good and bad customer service. Today, and I'm assuming during any big holiday deals, I was put on a waiting list and spent 20-30 minutes in order to speak with an employee about an upgrade. I DO NOT recommend Connie. She was pushy, asked me how old I was and why I was still on a family plan, and tried to push phone plans on me. There are others there that are more personable and aren't all about getting a fat commission. Take my advice if you want a far better deal and practically no wait and go to Target. They honor sale prices for the next 30 days with receipt so if the price drops you get a refund and my Samsung galaxy III cost $200 less at Target than at T-Mobile! read more

these are sales - commission driven zombies-- i walked in being a family client for over 4 years with a family plan -- and told a dark haired barely awake female and said i need anew phone and i dont know much because i am old-- she looked at and pointed to phones- i went there - she disappeared- then a few minutes of looking i see her again and signal she says she is busy - i was looking at the cheap phone- then i saw 2 different men and sked them - well when you transfer data you only age about 30% had to do i do it - i asked about base phone that was better than mine - told me price but was interested - tut store had 2 people when i went upon opening adn now there were 8 -- they ignored me - i left and wen to northridge store near best buy and old sears- and lazyboy -- a female greeted me and asked my name for wait list - after a few minutes i was waited on - and i found a phone with a young latina - she said the account was not in my name i gave her my family member on the plan and she had to call him- and left a message- he called back in 10 minutes-meanwhile she waited on somebody else instead of getting the phone ready etc- i was there 2.5 hours of a 30 minutes job - she "transferred my data in 10 minutes and said there 27 pics- i had 500- 600 on there - sorry that it - good bye - beat it --- terrible attitudes at both stores and care less attitude unless you want luxury phone and where i volunteer i told a young lady t-mobile could not transfer my pics- she did it in 10 minutes- these are sales people - greedy- not accustomed to service just sales first - me first not you -that is my impression read more