Went to this location after getting horrible customer service from Tina at the Alakea in downtown. The staff was friendly and very helpful and assured me that the model phone I had (Samsung Galaxy SII) has some glitches like I was experiencing such as shutting off and vibrating constantly. Instead of offering me an exchange for an obviously messed up model like the Alakea sales person, I was able to switch over to iPhone and am so pleased. They made me feel like they were actually trying to help me instead of making me feel stupid :) read more

The employees here are pretty nice and are probably doing the best they can. This tmobile is always packed though...I've never had a wait time of less than 20-30mins to talk with one of the reps. read more

Had to return my Note 7, quick turn around. I saw online to expect more than an hour, we finished in about 30 minutes. I was missing the s-pen but since it is a recall, it was accepted without it. People in the forums were sometimes asked to bring back the original box and other items, it just goes to show this store is fully aware of the recall and what to do. Holden was very friendly and made the whole process easier. Now I'm sporting my new Note 7 and couldn't be happier with it and the service of this t-mobile location. The other representatives in the store were also friendly, I will definitely go back should I need to physically transact with t-mobile. read more

Bad bad customer service. Was there 3 hours just for them to transfer my contacts and pictures.

This T-Mobile was the worst experience of my life. I am not one to go online and write a review but I felt compelled after the horrible service I received from this location under Safeway. First off I had an account with T-Mobile and it was my business line. More than 2 years of networking, marketing, and exchanging my business cards throughout the years has made this phone number extremely important to my business. I cancelled my account because someone stole my phone and i was concerned about the thief snooping through my personal, info, fraudulent purchases, etc. etc. bxefore I cancelled my account the representative ensured me I would be able to keep the same phone number and port it over (transfer it over to a new phone). Once I go to buy a new phone they tell me that they cannot port my number and there is no way I can keep the same previous phone number. At this point I am furious and about to lose it. Not only did they fuck me over but the years of business contacts associated with that phone number were lost. Zero sales leads will be generated from years of networking. After all is said in done they refused to compensate me in any way. I am a business owner and our corporate account is going to be cancelled at the end of the month and I will not do business with T-Mobile for as long as I live. If you are ever in the need of a cell phone DO NOT GO WITH T-MOBILE ESPECIALLY THIS LOCATION. They truly are a company that will flat out lie to you and tell you your not allowed to record them on the phone. Im in no way affiliated with verizon but they are in my opinion the best compared to T-Mobile. Verizon by the way told me that they were baffled why I could not keep my phone number. read more

T-Mobile today was outstanding! 1- I knew today was going to be busy since it was the weekend (Saturday) and because it's the weekend the NEW iPhone 6s was released. 2- I went in the late afternoon, around 445-500 so i knew it would be a little busy. I walked in and was immediately greeted and put on the list. They were packed so i thought it would be a while until i received help. Not even 10 minutes waiting i was helped by Janet. She was nice, accommodating and answered every question i had. I felt bad because she stayed late to help me! She went over every option i could go for my upgrade which was a huge help. Since i had Jump! on my plan, I was able to upgrade. David, the manager, was also a huge help! He reminded Janet of the trade in value, which saved me CHOKE money!! I didn't pay a dime for my new phone (iPhone 6 plus, 64 GB) because of all that! David helped in every way possible! I was super grateful! He was always making jokes and apologizing for the wait, which is excellent customer service. Working in the restaurant industry I know how important customer service is and David and Janet had excellent customer service. In all, I am VERY HAPPY with my service today. This location can get busy but can't help it, they're good. read more

I went to the new T-Mobile Store in Martinez, Ca (Store 468E) and was greeted with so much kindness, Lizzy (Elizabeth) and Sean help me to recover my data and find my ICould account. Thank You very much great store with a great manager and employees. Great customer service. read more

I went in to this store about a week ago wondering what advantage I would have to getting a contract instead of the prepaid that I have now. I've been with T-Mobile for almost a year now and am happy with the service. I spoke with a sales associate by the name of Holden P. He proceeded to tell me how with the contract I will get much faster speeds and that my binge on feature doesn't work with the simple choice prepaid. Only with the contract. I thought this was funny because I swear when I signed up for it that it was on there. But when we checked my account it wasn't on the plan details. Now I have the $95 unlimited plan but I was thinking of downgrading because I don't feel like I use that much data. So he proceeded to sell me the $80 plan or even the $65 and he said I'll save money. Those with the prepaid know you can buy the card and pay the Hawaii 4.712% sales tax. Well what he didn't mention until I asked about it was that the contract has about a 15% tax on the bill. So I'll be paying more that way. But he reiterated that I'll get the binge on and much faster speeds and all that. Not to mention that I had a $25 credit currently on my account that he said I would lose but it was still a good idea that I switch now. I told him I'd think about it. I mean who throws away $25? I call T-Mobile customer service and tech support only to find out that everything this guy told me was bullshit. Same speeds. I do have binge on in my contract. And it would be cheaper for me to keep the prepaid. I used to sell mobile phones in California so I know how the commission system works. He told me anything and everything he could to sell me a contract JUST SO HE COULD MAKE A COMMISSION. I knew salesmen like that back when I sold phones and I despised them. Making money at the customers expense. No integrity or pride in himself as a representative of the company striving to give the customer what is best for them. Only greed. I'm not saying that this T-Mobile store is bad although his conduct does reflect on the management. But everyone else there seemed very nice and helpful the other times I went in there. Whatever you do. If you talk to HOLDEN P. Ask for another associate. He doesn't have your best interest as a customer in mind. All he sees is dollar signs $$$$ and will tell you anything he can to sell you. He really needs to go through a major sales and ethics training to keep his job because if I was his manager it would be that or I'd fire him. read more

This location decided to take away their payment kiosk- too bad especially if you don't want to wait.

The customer service here is HORRIBLE!!! I've been a T-Mobile customer for over 5 years and have had bad experiences with the reps over the phone in the past but never have I ever been treated like a fool in person! I had lost my phone and paid the deductible through Asurion (insurance company that T-mobile uses) to get another one. I needed the phone ASAP as my job requires one so I couldn't wait another 2 days for it to arrive. I spoke with a rep that advised me to pick up a loaner phone from a T-mobile store. I went down to this particular store and waited almost 45 min to be seen. Finally at the register, loaner phone in box and the rep says my total is $50. I ask why and he says it's the deposit. I'm a little upset cause this was not mentioned at all by the rep on the phone earlier and not even explained before ringing me up. I reluctantly agreed and when he gave me the total it was $20 more than expected. I asked him why, yet again and he said that I had to buy a SIM card. WHAAAaaaa??? This threw me to the roof! WTF?! I just spent over $150 for a "refurbished' phone which wasn't sent when it was supposed to be sent, I'm paying for a loaner "FLIP" phone and on top of that getting charged for a sim card! I never even knew you had to pay for one. I went to other shops before and had no problem getting a sim card for my mother, who's sim card had gotten wet or even for myself when, for some odd reason it wasn't reading anymore. By this time I was asking to speak with a manager. I asked if we were able to talk outside, I was clearly upset and didn't want to start yelling in front of everyone if it came down to it. I really wished I did stay inside and caused a big scene cause this guy (Robert or Ryan or whatever... should have been a**hole) was heartless. He even smirked while my eyes filled with tears. Okay, so maybe i was a little over dramatic about it. Having worked 12 days straight, 10 hour shifts plus traveling in traffic from Ewa to Waikiki roundtrip, and only seeing my 2 year old sleeping at night can drive most mother's to have a bit of a breakdown. AND it was the holidays. This guy had no sympathy... he topped the list of grinches. I even explained why I was so stressed out. What it really comes down to is that I just felt like I was being taken advantaged of. No warning to what I was getting charged with until the total came out and I asked. No service AT ALL. read more

Got me a new phone! Friendly service. Because my phone took a while to transfer they stayed 30m past their closing just for me

Lhened is our fave! Always very helpful, friendly and willing to go the extra mile for ensure awesome customer service!

Karlyn was super helpful. I broke my phone and she tried a ton of different ways to try to fix it. She tried to update the software too. She even helped me set up a military friendly plan when I didn't realize I hadn't already been set up for it while we waited. Nothing worked but she informed me I had insurance and helped me file a claim. Now I get a brand new phone expedited before I leave for the mainland this week! Thanks :) read more

Was helped by Tyrone and Joshua at first. Had to come back and was given 1000% wonderful customer service from Dwayne. She was so helpful in trying to accommodate me in answering my questions to upgrade and/or jump. She stayed on the phone for a long time with the insurance to try and make the transition easier for me. She took her time in applying my cover screen perfectly and explained everything thoroughly. She was very knowledgable, friendly, and most importantly gave amazing customer service!!! read more

This place sucks!! I spend so much money here & they can't put a damn screen protector on my phone?!? Don't go here, their customer service skills suck!! Always a long ass wait too. The girl who helped me was very rude!! Please work on customer service skills!!! read more

Ive been to this location 3 times and each time the workers greeted me, fixed my phone or gave me warranty for a new phone. Their service is quick and there is almost no wait. Plus the location is convenient. I gave them only 4 stars because even though they help me they seem to have a cocky attitude about it. But hey they still greet me and help, plus it beats waiting 40 minutes at the kahala location. read more

Really bad customer service. Nobody acknowledges you. And when they are free, they dont help you at all.

Customer service here is always awesome but because it's such a small store you might have to wait a little while. They have a good system of checking people in and they've always followed up with us in a fairly timely manner. Each time we've been here everyone has been very knowledgable and friendly. read more

Really great customer service from representative CUE. He knows his job and very great at customer service skills. Also he is a great person to go to for questions about your tmobile bill and or accessories. Also ROSE AND JOSHUA WERE great as well. I recommend this store to everyone switching over to the best network in the world. read more

I switched to Sprint. The store staff were awesome but their technical support and billing gave me such a hard time. read more

Came here to switch from Sprint to T-Mobile. At the end of the day, yes, we were able to switch, but had to deal with unknowledgeable employees and a weird response from this guy who looked like he might be the manager. I was talking to a woman and said not all of the lines on our current plan can be here to switch over but I spoke to someone on the phone and they said that's fine. Then the manager guy was like "no you cant do that, they all need to be here." And I had to say well thats gonna be impossible because one of us is in California, but they can just go to the store to get their own SIM card. And again the man said "no you can't, they need to be in the store and use the SIM cards we provide." Of course this is bullshit, so I said no, the person in California can go to a store and do it themselves. The dude was flustered and stated "well they won't have service! They need a SIM card when you change plans" and I'm like yes I know this, so does the person in Cali, they are completely fine with no service until they go get a SIM at a local store. And finally the man said "okay well if they're okay with not having service until they do that then yes you can make the switch today" like dude, haha we know how phones work, we're not idiots, we've all got replacement or new SIM cards multiple times before, this isn't hard to do by yourself. Also I wanted to switch the account over to my name so that I can apply my first responder discount, for some reason the woman helping us said sorry it will have to stay in the current owners name until you call T-mobile yourself and switch over on the phone...wtf, how is that not possible in a store? I asked her to explain why this isn't possible in the store and after throwing out some random reasons she didn't clarify anything. Whatever, I did it on the phone when I got home and the person on the line was shocked to hear that the store couldn't do that for me in person. We also didn't receive anything on paper or email saying we switched to T-mobile all the woman said was "you're good" and started walking away, we asked her if that was it and she said yes and kept walking. Weird employees down there lol, felt like purgatory a bit, low energy and sad. I doubt they're treated good and they clearly don't have much knowledge about how their company works. read more

Aaron help me today he is helpful but my only complain is the place it gets really hot in there , all of their customer are sweating and looks grumpy. There's no blinds in the glass windows.. Both worker and customer are exposed In the son and heat.. Management should/ must do something about it! I feel sorry for the imployees... And loyal customers... read more

I will never do business with t-mobile ever again can't wait to switch back to AT&T only reason is AT&T has better everything from the workers to the reception that AT&T provides. I'm surprised I was so convinced to switch only cause my good friend that just started working at t-mobile told me about all the hook ups I can get and how it's gonna be better then AT&T. Well look where it got me no where. Thanx a lot friend that is no longer a friend. Overall AT&T is better for your buck $$$$$ here on Oahu. You have a pleasant day. :) read more

Went in trying to figure out if something was wrong w my fitbit or my phone ... Sony helped me and really went out of his way to help me fix the problem and not just tell me "it's not your phone" ... I was about to purchase another fitbit but since they have excellent customer service it saved me alot of money :) Thank u again Sony and other employees that helped! read more

This review is toward customer service. There is almost ALWAYS a wait at this location, and tonight was no different. Went in for a few reasons, but walked out super satisfied despite having to wait what seemed a long time when there were only 2 people ahead of us in the queue. Karlyn was super helpful and even tried to save us a few bucks on the way our plan is set up. She really went above the normal friendly service, even though we ended up just paying our bill and not making any changes to our plan or phones-- enough so that I actually did a review (which is a rarity)! Just wanted to give her some positive feedback for the awesome service provided tonight! read more

Jialexy is amazing! Thank you for going above and beyond the call of duty! Excellent service, outstanding expertise and wonderful rates (especially for travelers!) read more

This store is the training hub for t-Mobile I think. They are constantly training new hires and there is no consistency with the employees. They got rid of the bill payment machine. When I asked why,I was answered with a "it never worked" it did break down often, but for the times it was working it helped alot! Now you go there and it's at LEAST a twenty minute wait automatic. They get the job done,but that's it. I'd be willing to go farther for better service. Josh the manager has been there for a while, he used to be more cheerful.now he looks stressed all the time,and it shows. They used to always greet with a nice "welcome to t mobile" not anymore. Change is necessary. read more

I had an amazing experience there yesterday with assistants from Reyn! He was very friendly and very helpful, my sister and I had a long conversation with him about upgrading my phone on the JUMP program and it was so easy! He was a really cool person and an amazing working who needs to be recognized! Thank you Tmobile. read more

Thanks for all your employees here r Beratania Store very awesome n Friendly service Best Service out there their a Team-Mobile Mahalo, Kimi read more

I was assisted by David at Tmobile on Beretania this morning & with being helpful, I thank you David for my cellphone. Great customer Rep! Problem solved hopefully! Mahalo read more

I've been over billed every month for almost a year every month I go through the same problem with billing and it takes hours on the phone with t mobile customer service every month explaining the same thing over and over I wish I never went with T-Mobile it's been a nightmare read more

I wouldn't recommend going to this location. Customer service is TERRIBLE. Came to this location to get new phones since we are on the JUMP program. We looked around to see what phone to get next and other accessories as we waited for a rep to become available. No one came to tend to us to see if we needed any help whatsoever. But the 2 parties that came in after us were assisted. It's aggravating. We were told before that this location was horrible but never thought for it to be true. My preferred location is the Ala Kea. They're a much better staff. read more

I just went in to upgrade my phone. There were several customers being helped at the counter and other areas of the store. Customer service is non existent. I left and went to the Kahala Mall store, what a difference two guys there and they acknowledge you when you walk in the line was orderly and you know where to wait when you walk in. Both guys were very friendly and helpful read more

**ATTENTION** i understand there are some people that had good experience and others that didn't but i feel that my experience here is one of a kind that everyone should at least take a look at before spending their money at this T-mobile location. i was coming in to check out the t mobile plans, i used to be a t mobile customer but i moved to at&t because at&t wasn't as a great as i thought. so now im thinking about going back to tmobile and wanted to check out the plans as soon as i came in, a tall dude greeted me and signed me in, he had a great attitude, and about 15 mins later this short stubby fat girl came to respond to me. i asked her what sort of plans t mobile has and if if they were adjustable, she gave me this huge "SIGH" and then she rolled her eyes. i was like ....... i apologised and asked why she is asking me these questions? and i told her i was just interested in what sort of plans you guys have and if i can modify it. she totally ignored what i said and started asking me more personal questions (i dont know if this is a process of manipulating customers to sign up for something?) but she started to ask me how much i make per year, my social security, what kind of phone i have, what do i do on my phone, why do i want the S4? i felt like i was being interrogated. i told her i just want to know if the plans are available and then she gave me attitude and started asking questions about what sort of phones my family has and credit is she trying to see if i'm balling rich or broke? or is she trying to manipulate me to buy some something? cause her attitude was pissing me off and she wouldn't answer my simple questions which made me more frustrated. she consistently rolled her eyes, sighed at me, and gave me this look like i'm an idiot. (what did i do?!) the short fat stubby asian girl also had a guy shadowing her, he definitely should not follow her example because i intend to write a serious note to her supervisor in the future, and if her supervisor is a joke like her, i will take it very seriously contact T-mobile's management until i'm satisfied. anyways, i figured out the plan on my own by reading the brochures and coming back when that fat idiot girl wasn't working. T mobile is still good company, but DO NOT BUY from south beretania T mobile (the one in safeway, to be exact). DO NOT BUY from them, you are only giving them your commission and they do not care or feel any responsibility for you. They do not deserve your money. and if that fat short asian girl reads this (i'm sorry that i have to describe you, but I didn't get your name that day), it's time you show a little more respect to your customers and responsibility over your job otherwise just quit and go flip burgers. read more

This store is ridiculous. There are very young people running this store... Which isn't too bad, but when they all look like they do not know which direction to take to manage the customers, crowds, etc, its ridiculous!!! There are 2 representatives helping ONE customer on an issue, 1 guy walking around in circles LOOKING busy! When a customer is complaining, not ONE person stepped up as a leader to apologize of give feedback for the frustration. A girl at the counter did apologize, but no manager presence no supervisor, etc. They need a better system of direction, training and customer service. This store is ridiculous. No wonder I pay more for Verizon. At least they have a systematic way of signing in and helping customers!!! read more

walked in and only 1 employee in sight for 10 waiting customers. after about 3 minutes another one appears trying to sign people in. and 2 additional follow. ended up leaving since i didn't want to wait around for an answer to a simple question. read more

Hi I hope this doesn't sound like an advertisement but I truly want to say I am really glad I signed up with the T-Mobile service in your buying phones through them because their service is so excellent I've gone to the Pearlridge and Beretania TMobile and they're both very excellent but I live near to Beretania so this is about the third fourth time I have to come in once every two months that I have a question and how to do something and they never show any irritation or impatience with us older generation who learn in a different way w/ instruction manuals who are not used to buttons but we like accurate instructions on how to do things just say it once the actual way we don't like to play with buttons and so I come in with two things I usually want to know how to do and they're very accommodating is very busy today is Sunday 3:15 what is it October 6th and manager had to explain this time five things I wanted to do and he's so patient even the manager he answered all of them without any impatience thank you very much tmobile for excellent employees just excellent read more

Walked in to find out why the camera wasn't working on my old S4 .....and walked out with an S7. I was helped by Tre who was very patient and friendly. I can be a bit indecisive when making big purchases so I had a lot of questions and concerns about upgrading. Tre really took the time to explain the different benefits of each phone I was considering. Great customer service!! read more

worst customer service ever from t-mobile! female workers are rude & they stare at their customers with attitude. i reported them to corporate because it was that bad. very disrespectful! if you dont like your job then you should start looking else where! read more

The store is really small and the line (when I went) was long. I waited like an hour after signing in with a rep. The reps all seemed really nice. Another annoying thing is that their alarm on one phone kept going off. It went off, they turned it off, a few mins later it went off again, it did that like 10+ times. There is seating, but only like 4 stools, so most of the time you have to stand in the already small, tight space and wait to be called. The store just feels really cramped. read more