Mason doesn't work at T-Mobile. T-Mobile works for Mason My wife and I walked in on a Saturday with two goals: switch carriers, get two new phones, and leave before our parking ran out. Simple enough, right? Wrong. Nothing about this experience was simple. It was SPECTACULAR. Mason is the Sales Manager. You will know this immediately because the energy in the room shifts when he starts moving. And Mason is always moving. I told him we were in a hurry. He didn't slow down. He sped UP. Like a man who has been waiting for someone to say that. A time limit is not a problem for Mason. It is a setting. This man recites plan tier differentials, IMEI numbers, and carrier unlock requirements from memory, like someone who sleeps with T-Mobile policy manual under his pillow. He pulled up our account, cross-referenced our trade-in values, calculated our promo eligibility. He powered through carrier transfers, plan comparisons, trade-in values, and promotional stacking with the focused aggression of a man who views a time constraint as a personal challenge. He did not need to look anything up. He is the lookup. And look...he said some things. The kind of things HR would describe as "a conversation" and Mason would describe as "Tuesday." It was like being served by Dwight Schrute if Dwight had been given a sales quota and absolutely zero filter. I told him this. He did not take offense; he took notes. Now, full disclosure: this location has a history. People in the reviews will tell you about it. Long waits, confused reps, promises that evaporated the moment you walked out the door. That was before Mason took over. Mason is aware of this reputation and has decided to personally destroy it, one transaction at a time. The era of bad T-Mobile experiences at this location is over. Mason closed that chapter. Now, do we have our phones yet? No. We have to go back. But here's the thing...we're excited to go back. We walked out of a T-Mobile store on a Friday looking forward to returning. That is a man bending reality with sheer force of personality. If Mason sold timeshares, you'd own four of them. If Mason ran your company, you'd be retired in Cabo. If Mason built rockets, Elon would send him a LinkedIn request. If Mason made cars, they would fly, and he would have already sold you the insurance. We'll be back for those phones. Mason is a LEGEND. read more

RUDE and lying employee. Asked for a manager. He would not give me his/her name or tell me what time they would be in the store. I asked for the rude employees name - he would not give that to me either. I took his photo and he told me he was calling security and that he "would not serve me in this store if I took his photo." I called TMobile Customer Care from the store. I was told the employee should have given my my replacement phone (which I already put my Apple ID into), and I explained the employee refused. The rep then called the store and the employee finally answered. Only to tell her wanted to speak to her supervisor and then he hung up on her. I watched him do it and recorded the entire interaction. The rep came back on the phone with me and apologized and said this service was unacceptable and that employee was out of line. The employee then picked up the phone in front of all of the other customers in the store and "called" the shopping center security to come to the store. I put "called" in quotes because I was in the store for a good 10 minutes later and no security came. If you're the manager or owner of this store, please reach out to me. This employee is a disgrace to your business. read more

T-Mobile - Mobile Phones Near Me - Irvine, California

I literally just went to that store to get me a new iPhone 17 and that guy who attended me was so rude I run my credit and my girlfriend run her credit and he was on the phone on the speaker with other costumers around , Not only that but we also asked about the 17 pro max price and rolled his eyes and made a bad face and answering us saying that it's not worth it with that said he was pretty much rushing us even I pay my phone in full cash when I asked to for my recieve he say I was gonna get it by email when I asked for an actual recieve and the end I ended up taking the new phone without bag and no recommendation for any phone protection and screen protection he didn't even offer me that I felt so disrespectful because there was others costumers around and for me that was discrimination and all that happended I feel like returned the phone back and I don't even know my phone new number because I asked him what was gonna be my number and the answer I got was my new number will be once I turn on the phone !!!! What kind of costumer service is that when I am spending my money on you guys !!!!! At least I should recieve respect !!!! read more

I came in to activate new service at this location and was greatly dissatisfied with the outcome. First off, the phones that were being delivered were sent to the address on my drivers license, even after confirming my current address. Who uses the address on a drivers license to begin with anyways? Ask and confirm before you enter those details into your system. Next, I was told that if I purchased something in store, I would get activation fees discounted from 35 to 10 dollars, so I did of course. Sounded like a great bargain. But what do you know, activation costs are a standard 10 dollars everywhere else. They made my account into a business account when I don't own any business, or did not request to make one. The pain is that with a business account, you have to constantly get redirected to a business number instead of the normal tmobile account reps. Also, the free apple tv wasn't the same with a business account. Super shady. The guy helping me didn't seem very informed as the girl he was working with had to constantly answer questions for him. I ended up cancelling all services with tmobile here and over the phone and went to another store with MUCH MUCH better customer service, knowledge, and integrity. Do yourself a favor and go to a different store. read more

Nicole was great. She was patient and walked us through the process of transferring my service over from another company. Friendly and amazing service from this location. Raya was also very helpful. And the phone deals were amazing! read more

Terrible experience as an international student. I originally asked for a simple prepaid plan of $50/month with one line. Instead, this UCI T-Mobile store misled me multiple times. They switched me to a postpaid plan without my consent, added a second line I never requested (a watch line), and charged me over $100 every month. Every time I asked why the charges were so high, the staff gave confusing explanations, taking advantage of the fact that my English is not perfect. This location is right in front of campus, and they clearly prey on students who don't know all the details. The treatment I received was unprofessional and unfair. Later, I contacted T-Mobile customer service directly, and they confirmed I should only have one prepaid line -- the extra line and overcharges came from this store. If you are a student or new customer, avoid this store at all costs. Go to another official T-Mobile location or contact T-Mobile online instead. This place will waste your money and your time. read more

Avoid this location at all costs. Lazy customer service reps don't want to do anything to help. I came into the store asking why my credit has not been sent to me after switching to a different carrier. It's been like seven months since I switched. He said, "You have to call customer service." When I asked, "Can you call?" His response was "Why should I call for you?" Um because you were happy as hell to sign me up. The least you could do is call into customer service while there's not another soul in the fucking store. read more

I would give this location ZERO stars if I could. I visited the UCI T-Mobile store to take advantage of a promotion offering a free phone for switching from AT&T. The number I wanted to transfer belongs to my company, but the staff were unable to complete the transfer during my visit. Since they couldn't process it and didn't give me a phone, I reasonably assumed no contract had been initiated. To my surprise, the store submitted a contract anyway, and I've been charged over $100 per month--without receiving the promised phone or functioning service. When I went back to the store to resolve the issue, the manager refused to help and told me to call T-Mobile customer service myself. She also told me I was no longer welcome at the store. That is how you loose customers. After spending hours on the phone with customer service, I finally began to address the issue. This entire experience was incredibly frustrating and a complete failure in customer service. read more

Terrible Experience - T-Mobile at UCI Shopping Center Never Wants to Help I've had enough of this T-Mobile store. Every time I come here, something goes wrong. This isn't just a one-time bad experience -- it's a pattern. They never want to help, and I always leave feeling frustrated and dismissed. Most recently, I came in because I have insurance on my phone and needed a replacement. The man in the wheelchair was the one who "helped" me -- and by helped, I mean he looked at my account for two seconds and said, "You have a payment arrangement, I can't help you." That was it. No explanation. No effort. He simply didn't care. He acted like I was bothering him just by being there. The moment I walked out of the store, I called T-Mobile at 611 to double-check. And guess what? They told me I absolutely could use my insurance and transferred me to Assurant right away to get the process started. So clearly, I was given false information -- or worse, I was just brushed off by someone who couldn't be bothered to help. This is exactly why I'm done with this store. Do not waste your time coming here. Call T-Mobile directly or go to a different location. The people working at this store don't want to help you and clearly don't care about customer service. read more

The customer service here is good overall. They do try to answer your questions and take time to help you. However, what they told me initially and the bill does not match. They over promise so more likely for you to sign up but the bill ends up more expensive then they told you. I personally prefer more transparency. read more

I have had issues with everything with T-Mobile so far, then I come to the store and I'm clearly upset with everything, Raya then has clearly someone in training help me out, so it's not his fault but having someone who is clearly training, try help me was just the cherry on the top. She clearly had more experience and she leaves the room and lets him handle calling a third party to help. They are saying my device is not on record which makes ZERO sense. I've had this machine for over a year and I moved and am just trying to return the device. Should have stayed with Verizon. I've now spent over 4 hours trying to return my internet device... I have to stay in the store while they try to figure it out when it's not my fault nobody knows what they are doing. read more

Went here to redeem my T-Mobile Tuesdays deal and it is so easy! You just download the app on your phone and once you click on "redeem" you have 5 minutes to use it. This was my first time using it thanks to other yelpers that have told me about it, Craig and Laura. I can't believe I didn't know about this before. There are other deals on the same day so be sure you check all of them. You can even view what you will get for the following week after Tuesdays so you can get a sneak preview. Such a nice perk!!! read more

T-Mobile - T-mobile Tuesday - Mobile Phones Near Me - Irvine, California

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I was told with the protective 360 insurance I can get free replacement screen protectors & when I went in to get it replaced I was told I couldn't do it even though I pay for the insurance every month. read more

Nemo is rude and very unhelpful. It looks like he doesn't want to be at his job and definitely not there to help but to tell you there is nothing he can do for everything. Giving no alternative solutions to the problems at hand. read more

tl,dr: Got me everything I needed straightforward and efficiently! Likes: + Staff is friendly, responsive, and helpful, both by phone and in person. + I was struggling with my SIM situation on the REVVL V+, but staff member Jorge was able to help me through and through. He was straightforward, easy to talk to, answered all my questions, and helped me to the best of his ability. Thank you so much! + This location is not busy (others have a 30-45min wait). Likely someone'll be able to help you right away or you just have to wait ~5min. This was around noon. + On Tuesday, I was able to pick up the freebie real fast. No wait or hassle. Gripes: - Pretty crowded parking. Stay vigilant of numerous pedestrians and fast cars. - When you first activate your phone's new SIM, you have to wait ~15min (possibly a few hours) for the service to fully process. At first I couldn't hear anything when I tried making a call. It would've been helpful if somewhere we are told that full SIM activation requires some time, so please be patient. read more

Great service, new manager is running the place quite smoothly!!! Thank you so much for helping my family out

great customer care, explained everything to me came from Verizon, Verizon had poor cell service in oc as of recently plus their not so good customer service, I'm glad I switched and got the pixel 10 pro XL. read more

Been going to this store since 2018. Today my husband and I had a really really really bad customer service. The manager name "Jackson" was really rude and unprofessional. My husband and I have protection 360 with T-mobile means T-Mobile's most comprehensive insurance plan covers device malfunctions, accidental damage (including cracked screens and water damage), loss and theft. As I told you before we never had this problem!! But today when he came in to change his screen protector, Jackson said "OH YOU DONT HAVE THE PROTECTION 360" which is he lied. My husband then called the customer service representative to make sure he still has the protection. But Jackson "The manager" kept saying that "OH YOU DONT HAVE IT, AND I CANT GIVE YOU A NEW ONE FOR FREE" and he tried to give my husband the crappy one for 60ish $ ! The point is, DONT GO HERE! especially avoid JACKSON "the manager". read more

I would give thus place a -5 if I could. Dear UCI students, please know that these people are vampires taking advantage of your vulnerability when you arrive fresh to UCI. They show you that they are the best and more importantly the nicest. What they wouldn't tell you is that they are just there to sell more and more and make huge profit on your back. You could definitely go outside of campus and get much better prices. But the worst part is that once you have a problem, you're on your own: call customer service, it's not us, we can't help you, we're busy... that's all you'll get from them. If you wanna verify what I'm writing, go there and watch the number of unsatisfied customers that comes to complain everyday shame on you taking advantage of new students read more

Came in hoping for a new iPhone tonight and left empty handed but NOT disappointed in the slightest because Raya was sooooo helpful!! So bright, so sweet, she'll look out for you! Thanks Raya! :) read more

Sunday evening after a emergency where I lost my phone, Justin Mathew's and Isabelle saved me. I will save you the details but they have earned a customer for life. Life savers for sure!!! read more

This review is for Justin, the manager at this tmobile store. Justin provided excellent customer service when I came in to switch over from verizon. At the time, he was the only employee working at the store and gave me and other customers a reasonable expectation for how long to wait before being helped. He went above and beyond in helping me out and I wouldn't hesitate to be back again for my phone service. Give Justin a raise! read more

The customer service at this store is great. Raya helped us and she was SO patient and friendly. I switched over from verizon and got a new phone, so the entire process took a while but the staff made the experience totally painless. The manager (Jackson?) was also super helpful throughout the process. I was pleasantly surprised by how easy everything was which has not been my experience with phone companies in the past! read more

Jae is amazing manager! He is super nice, friendly, helpful! We always come back to this store to be helped by him for all of our T-Mobile business account needs. read more

I have come to this store several times but today I was sadly lied to all for them to try and get a sale. The last I worked with lied to be about the activation fee and the restocking fee. Now I will not trust a representative from this store and you should always call 611 and check everything out to get the real story read more

Extremely rude workers here. Right off the bat started to make snarky remarks and your employee Mason thought that he knew everything, claiming that my trade in would be worth $50, went to another Tmobile and they didn't give me any trouble AND I got $1300 off of my new Samsung S24 Ultra. Definitely go somewhere else where you'll be treated with more respect. read more

Worst customer service. I brought my brand new S22 Ultra to the store for the Sim card replacement. The customer representative Heidi literally shoved the pin into the Sim card hole, flipped the phone upside down, and smacked it down on the table. Of course the pin broke and got stuck inside the Sim card hole. Manager Jorge had to go to the Target to purchase a plier to take it out... of my brand new phone. If she don't want to work then don't work instead of giving customers attitude read more

Absolutely ridiculous that they out a sing saying on 10 min break and I been waiting for more than 10 minute outside the door and they are still out on break! Called and then was told she is in 30 min break and I just have to wait! They should be specific what time they will be back instead of making customer waiting! Poor customer service !! Will never return to this location! read more

I'm not sure how this is rated 4. I've just been there and I've never been to any T-Mobile customer center like this. They are usually friendly and helpful in proposing alternative options. Here if you just get a very brief answer. Means you should had studied all plans, options, opportunities...etc before you come here. Otherwise you can't get any info. I'm not sure if it's because night and they may need to go home. But honestly I've not seen such a service at any other T-Mobile center. I was thinking of the new competitive upgrade from Verizon, but honestly now after the way we were treated here, I'm definitely driving now to a Verizon shop, seems T-Mobile have enough customs :-) read more

Worst costumer service. The Manager Justin is the rudest person in the California i ever seen. Walked in to buy 2 Apple Watch new series, brought 2 boxes of watch and I checked them , then asking to explain about the 20$ fee for watch service, she took watches from me, and when I asked why you did, Said : if you don't want service i can give you the watch, and when I asked why you took watches , Said : cause some people like you come to store and rubbing them WHAAAAATTTT THE LANGUAGE, and i was like OMG , and didn't apologize and said Get out and call anyone you want !!!!!!! I was driving from anaheim to Irvine because i had a good experience before when I bought my new IPhone from this store!!!! Will never back read more

Love this location, new management, new reps, new remodeled store. Tmobiles 5g is really working well in the area. Only wireless carrier that cares about its customers. Ask for Sal the manager, very personable guy read more

Been coming to this store to replace my screen protector with protection 360 for years. Sometimes there are hiccups in the system but the manager of the store has always helped me get my service in the end. This time I go in to replace my cracked screen protector and they said it didn't show up in the system, and that if they give me a screen protector it will have to come out of their paycheck. I asked for the manager because I've been a customer at T-Mobile for 16 years and never had a problem getting service. The manager comes out looks at my screen protector says they don't sell that one and that I didn't buy it at that store. He also said that if he were to give me one it would have to come out of his paycheck. Why did I pay for an overpriced screen protector through this store if they are just gonna accuse me of lying about it and not offer the service that I clearly payed for. Manager was really rude I will not be coming back to this store ever again despite living right across the street for 10 years. The fact that employees are afraid to give service for fear of having their paychecks tampered with on a system that can't even keep track of my damn screen protector replacements is a damn shame. Get your shit together. read more

10/10 service it's a must store you won't get any other better service than this I really appreciate Nemesio he was an outstanding staff and makes the T-Mobile experience valuable and friendly he always checked on us if we needed any more help and helped us the best of his ability and he was a fantastic help. read more

Heidi Tello really helped my husband and I while we were trying to get my phone transferred from my previous works carrier to T-Mobile. She was patient, kind, and helped us get everything transferred despite issues from the previous carrier. Thank you Heidi! read more

Genesis was so kind and helpful, I called 10 days ago and she way she talked over the phone had me go to sign up with them, and when I went there today, I wasn't the easiest customer because of my account situation, and Genesis was very patient with me and helped me like it is her own problem, I believe this is the type of customer service each business owner needs to have, read more

I just wanted to thank Justin for helping me with my upgrade. The migration from Sprint to T-Mobile hasn't been the easiest, especially with upgrades. He answered all of my questions and helped me find the best phone/plan for my needs. The entire staff was welcoming as well (shoutout to Sal also). The music and store atmosphere is also spot on! read more

I had the worst experience with this store. Saturday night I went there and it took over an hour to determine they were unable to upgrade my sprint phone to T-Mobile. Sunday morning I returned and I was there for over two hours and they were still unable to upgrade my phone to a T-Mobile phone. I called the manager of the location and he hung up on me. I think that the staff here aside from management, is generally concerned, but they are understaffed, and not equipped to handle rudimentary tasks. I have never in my entire life Had a customer service manager hang up on me. read more

Justin of store 4465worked with me on transferring my cell phone from Sprint to T-Mobile. Justin was awesome! very professional .. very patient.. super competent. I am very satisfied with the service by Justin. Thank you so much Justin. read more

These 5 stars are 100% because of the customer service given by Genesis. She has helped me all 3 times I have come in. She never rushes me, is always smiling (behind her mask of course), doesn't stop until all of our needs are met. I have been in for a new phone once, a new phone for my daughter, and now adding a line for my son. She never tried to rush us out. Thank you Genesis. read more

I spoke with Heidi today who seemed to have little to no knowledge on upgrading a device or giving us a home kit to transfer our sprint chip to T-Mobile. Not only was she uninformed but incredibly rude and dismissive. I'd suggest for anyone to go to another T-Mobile store if they don't want to have to explain the process 15x times to only receive incorrect information. read more