I have been to this T-Mobile a couple times but my visit to the store yesterday made it so I will never return to this location again. I believe the guy who "helped" my boyfriend and I was named RJ. He was the rudest customer service representative I have ever dealt with at T-Mobile! He was very condescending and made a very demeaning comment directed at me. I cannot believe T-Mobile would allow an employee to speak to customers this way. In the end, he was very insulting and didn't fix our issue. He just informed us to call 611 for assistance! read more

Racist approach. I know racism is a very sensitive matter and I myself have felt its lashes not only in America but in many other different places and situations around the world. In most cases, I have been tolerant, quiet and passive. However there are situations, specially when it comes to business services, were we should not remained silence. This was the case when I, a man of color, was asked for a picture ID while trying to refill my phone lines paying with my credit card. It was so suspicious that i, the black man, was the only one being asked for a picture ID, no one else was. But what is even worse, after refusing the challenge I went out of the store and asked my wife, a blondy green eyes woman, to complete the transaction. To my surprise, nobody asked her for a picture ID to complete the same transaction. Are they racist? Were they profiling ? That's my dillema. read more

Below 1 star... Yikes to the customer service especially to a "protected class" individual. Some Employees at this location need a training on customer service, perhaps the DM needs to take a notice of this. Thought merging Sprint and T-mobile will bring some freshness to the situation but left the store w disappointment and would never come back. read more

The staff here are so helpful. Shout out to Hiep for being extra on top of things and assisting me while multi tasking with other customers!

I went to this store to have a technical issue with my phone to be addressed. Let me just say that service here is superb! If you have any doubts about being a Tmobile customer, obvioucly you haven't met the best crew in town. They welcome and help you as if you have been going there for years, service is never wanes. They go now just above but over what other Tmobile customer service personel will do. Great place to go if you need technical help with your service phone. Kudos to the leader of the team assigned to this place. It is always a pleasure to do business with people who care. read more

I came in to this T-mobile store because I wanted to switch providers. As soon as we walked in, I was greeted by Bianca. She was very knowledgeable and kind. It seemed like everyone here was very nice! Bianca was able to give us a few different options on both no contract phones and contract phone, the pros and cons of each, etc... Basically, if in the end I do go with T-mobile, I will most definately be going back to this store! read more

Randy was an amazing associate to help me out today, not only was customer satisfaction delivered to its fullest, it exceeded my expectations after the horrible service I received at an Anaheim store. What one store told me I couldn't do, he said otherwise and did it. Highly recommend him when you go to this location as you won't be disappointed. read more

let us wait for half an hour and tell us to call custom service for everything. Useless.

Customer service was over the top. Thank you Rand for all of your hard work and going the extra mile for me... My older device had broke he managed to get it charged wireless so he could get all of the information off of my old device.(Photos included). It was a 2 hour process for him...Thank you everyone there is top notch... read more

Simple, I added a third line. They now charge me $140 per month. The web site says $120. Yes, I showed them the web site. Excuse is fine print, old plan, cant cancel the old plan and move to new promotion and more typical BS. Expect better from the company that advertises itself as the "uncarrier". read more

It been almost 4years I have this location as my priority store to go, just got my Galaxy and I decided to leave a review for all staffs who work hard at this location. Marcus was my salesman and I would like to say thanks to all of you guys. read more

Rand seriously did an amazing helping us out switching over from Verizon. I heard that T-Mobile was offering great specials, so my boyfriend decided to switch and we went in together to see what they could offer him. Rand was so helpful and even stayed an hour after the retail location closed to make sure that we had everything we needed and ported the number over from Verizon (which I've heard could be a grueling process, but here it went smooth!) Will for sure return to this location. They really know what they are doing here. read more

This review is for Matt. Matt is such a sweetheart and was very patient with me even though I was kind of a mess with my issue. He talked through every step and why he was processing the order the way he did which made me feel comfortable and at ease. There were also two other girls (didn't catch their name) that was very helpful as well. Kudos to them, but I think it's a hit or miss of who you get on certain days. read more

Careless and deficient store associate and arrogant manager. I am a long time prepaid customer. I went to this store to sign up the "simple choice" plan for use overseas, since my kid need to goto Japan for the summer camp. I verified with the store associate this will work in Japan and he said yes. When my kid arrived in Japan the phone did not work! It turned out this "simple choice" prepaid plan is not the "simple choice post paid plan" and does not work in Japan. I have to call the customer service to set up the post paid plan immediately. While the $50 prepaid plan is thrown to water after only a few days of use. I called store about this matter, they told me I have to go to the store to talk to them in person. I went to the store, the lady told me I need to wait and talk to the specific associate who signed me up and he is not in store right now. Even if I talked to him, there is no way to get a refund. I asked her what is the point to wait and talk to him if there is no way for the refund, she can't explain. I then ask to talk to the store manager. The store manager basically says that store associate who helped me has the best knowledge of plans and he would not have made such a mistake. So he implies I am lying? So in summary, 1: store associate was not doing his job, he sold me a plan that does not work for the purpose I went to the store for. 2: They asked to to goto their store to talk about this issue, but there is no solution, waste my time and effort. 3: the store manager basically told me I am lying as his store associate had the best knowledge. Anyway, i am considering to contest the credit card charge, I which I did not do for last 20 years, read more

Horrible customer service. Went to sign up for four lines, was told that the $100 for four lines is no longer offered at the store but its available online. I was told that I can enroll by calling customer service. Mentioned to the rep that if the deal is available online and over the phone, why can't they not honor it in the store? The rep verified with the manager and told told me the same thing. I went to another T-mobile store by my work and they were more than happy to sign me up. If you can, stay away from this store on Culver and Alton. Would not recommend this store to anyone. read more

I have been a customer with TMobile for over 10 years and have visited this store many times over the years and found competent, professional and friendly employees willing to help me with a question or phone related issue. HOWEVER, about two weeks ago I visited the store because the software in my Galaxy smartphone, just two years old, crashed. Initially, I didn't know why my phone continued to vibrate with a black screen. I came into the store and noticed that a whole new crew of employees had replaced all of the friendly, competent, professional ones : (. That was my first red flag. I waited until a young man approached me and asked him what was wrong with my phone. He took it apart, took battery out and put it back in and looked at it and said, "It's rebooting." That was all he said. He didn't say, "Your phone crashed; you need a new one, etc." I had to continue to ask questions to get answers. This guy either didn't know how to communicate with customers or he did not want to communicate with me. Ultimately, I got the answer I needed after playing "20 questions." That was annoying and a waste of valuable time during the work day. Next I was wondering if this guy knew what he was talking about or perhaps uncomfortable with saying he didn't know what was wrong with my phone, so I asked for another opinion. Now, enters another guy, who had a cocky look about him when he approached me. I sensed he wouldn't be much help either. He basically reiterated the same thing and seemed annoyed that I asked for a second opinion from a different employee. I guess this is not allowed in this store now. What happened next is almost surreal. While I was on the phone with the Loyalty Dept., attempting to get a new phone, I noticed guy#1 rolling his eyes, motioning his hands with a red face to guy #2. It was obvious he was angry but I had no idea why. While I continued to talk to the Loyalty Dept. I observed guy #2 saying something to an older female customer that made her very angry and she walked out with a disgusted look on her face. I observed him smile and signal to the other guys. Apparently they were making customers angry and high-fiving each other in victory. I couldn't believe what I was observing. I told the Loyalty Dept. what I was observing in the store. The Loyalty Dept. worked out a deal with the store and confirmed it with guy#2. After my conversation with them and him speaking with him he asked me to walk over to a corner of the store and told me (to my amazement) that I disrespected "one of his guys" and he would not sell me a phone from that store and said I needed to leave now. He was arrogant, full of himself and so wrong with no customer service skills or professional training and poor judgment over my entire visit. It was a complete power play and obviously this "little boy" felt insecure and needed to lay a power trip on somebody to feel important that day. As I asked him why I needed to leave the store he interrupted me and did not provide an answer (obviously, there was no reason). It was all about control and power. I could have argued with him and called the police but I decided I had enough of these unbelievable immature, incompetent and unskilled bozos (so full of themselves) I opted to leave the store without a new phone and no mobile phone to use. I visited a very nice store in Tustin and they were professional and kind and in shock about what happened in the Irvine store. They told me all of the old people were sent to other stores and this was the new crew. These people in the Irvine store (with zero training) are a liability for TMobile. If this is not stopped, I would not be surprised if TMobile is hit with a lawsuit. I was told the District Manager would get to the bottom of the incident. It's been two weeks, and I have yet to hear from "Christina" as promised. The Tustin store did give me a loaner phone at no charge and I'll be returning it to them as soon as I get my new phone and cancel my contract with TMobile. After the humiliation, disrespect and unprofessionalism that I experienced in the Irvine retail store, I am DONE with TMobile. I will gladly pay more with a new provider to get the professionalism, courtesy and help I can count on when things go wrong with my phone or service. For 4 years now, I've heard TMobile say they are working on improving consistent customer service for their customers. Each time I call the Loyalty Dept., I get a different answer. If you call 5 times with the same question, you will get 5 different answers to your problem. It appears that nobody knows what they are doing and there's no protocol. And by the way, if they give you a wrong answer and you act upon it, you pay for their mistake, not them. How's that for customer service? I will not set a foot back in that store again and I suspect if this guy pulls this act on someone else, he could possibly face a lawsuit or end up in an emergency room. read more

Where do I start... Switching to T-Mobile from AT&T is a waste of time and money. If you're looking for reliable phone service and decent customer service look elsewhere. T-mobile charges a $50.00 restocking fee if you switch due to dropped/missed phone calls. In store sales reps will say T-mobile service is comparable to AT&T. This couldn't be farther from the truth. Like everyone else, I'd like to save 40% on my phone svc; however, as the old adage says, you get what you pay for. Avoid paying T-mobile in advance for services not rendered (phone bills, etc). If you do not use any portion of the svc and are due a refund, you will have to fight for it. T-mobile apparently needs every penny they can snag, steal, and borrow. Terrible terrible terrible service... not worth .01 cent. read more

T-mobile carrier freedom plan is a joke. Best case you owe exactly $650 on your device... which means you already spent $600 for you iPhone XS... they pay it off you send the phone to T-Mobile and then T-mobile charges you $750 over 24 months. Congrats you just spent a minimum of 1350 on a 1200 phone and you are tied to a device for another 2 years. Do not fall for their ridiculous carrier freedom, it is more like carrier jail. That was all best case, let's say you only owe $400 on your current device - then you will end up paying $1600 for that phone. Insane! Do the math. T-mobile needs to bring back "get out of the red" read more

Quick with a knowledgeable staff. Couldn't ask for more... except earlier release dates on phones lol

I came here on a Sunday afternoon. They were super busy. I didn't mind so much that they were assisting other customers, it's the lack of urgency and for them on not acknowledging the waiting customers. The look on their faces told me they did not want to be there. They lack the basic knowledge of customer service. People were walking out of the store and they acted as if they didn't care at all. Will go elsewhere from now on. read more

Been trying to get them on the phone for 30 Minutes. They don't feel like answering their Phone. I've tried, so has Customer service. They are Terrible her! read more

We were in the area for other reasons. We found this location thanks to Yelp. I forgot the associates name, but he was nice and not pushy. He listened to what accessories my girlfriend needed. He also informed us about a special, and we walked out with free headphones. read more

We had a great experience at this T-Mobile store. Skylar helped us and was really patient and spent time explaining everything. We switched from another carrier that gave subpar service. We really recommend T-Mobile as we saved money and now have a better plan. We do have the Magenta senior plan and it is great so far. Ask for Skylar if he is there and you won't be disappointed. read more

I just wanted to say that I went into the store and was warmly and happily greeted by Mathew Saavedra. I was looking to put money on my friends acct as she lived out of the Country. He kindly helped me find the right place and helped me get it on Google maps. His customer service skills are outstanding, which is hard to find these days. I definitely am coming back to this store because of him. read more

Mo helped me with a new screen protector! Did a great job and made sure that it was perfectly placed. Fast too-- I'll return to this location when I need to upgrade my phone. read more

Michael was excellent! He helped me cancel my AT&T contract, get a new phone, join my family's plan, and help my father upgrade his plan...all in under an hour! Thanks for the great and professional help, Michael! read more

I took my return to a different T-Mobile,and my return was accepted. Thanks T-Mobile on Redhill & Edinger

I had recently picked up a LG Optimus L9 to replace a cheap Chinese clone and needed to swap SIM cards. I was literally in and out of the store in minutes with no hassle. The new micro SIM was immediately active and I was good to go. read more

Aaron was a great help. I was debating to get an Samsung S6 or Iphone 6s. He showed me the comparison and helped my get my desired phone.

I would rate this outlet poorly because they have very bad queue management. I have never been attended before I have waited for an hour. On couple of occasions I have seen that they called people who came after me despite maintaining a register to manage the queue. When questioned they give some shallow excuses. read more

I usually go to the location on Jamboree, but I came here last minute to get a new phone a couple weeks ago and was pleasantly surprised by the service. Rand was exceptionally helpful in getting my new phone set up and taking care of the insurance claim on one of my other devices. It was much more painless than I expected, and Rand was a fun guy to talk to. read more

Love this place, excellence service. I only come here for phone SIM card, data transfer. They really taking of me.

I've been experiencing some really unreliable service with AT&T and called this store to inquire about T-mobile service and what it would cost to try it out. Patrick, who answered the phone, was very professional, clear with his descriptions, and offered me a solution that would have me avoid having to pay a large restocking fee if I decided to cancel the service. When I've called other mobile service stores in the past, I've always had to deal with impatient, rude, or otherwise confusing descriptions. I was thoroughly impressed. read more

I left Verizon for T Mob because i heard of the special they had going, I went in and Daniel (Dan) helped me and he was awesome, he was super nice and informational and pointed me in the right direction on which phone would be best for me! Now i am super odd and change phones all the time so their no contract was a great thing for me.... now 2 days after, i went back to the Aliso Viejo Location ( not good) and changed my phone From the LG G2 to the Xperia Sony... now a week and half after that i went back to the Irvine location and decided i wanted to change AGAIN... I know weird.. I ended up working with Dan again and wanted to change to a different phone but he assured me that the phone wouldn't have been the best choice for me so long story short after and hour of me going back and forth between 3 phones he convinced me to go back to the G2 which made me realize i should have never gotten ride of it! Dan is great work with him :] read more

Daniel helped me a few weeks ago in switching out a new sim card for my iphone. Easy, quick, and effective. Shout out to him for being a great worker, that man deserves a raise! read more

If I could give zero I would to the employees of this store. Very disappointed as a new customer. 5 employees standing there doing nothing, playing on their phones and not willing to help me. The manager was not present. On a Friday afternoon. I was also very disappointed when I was switching over. Again on a weekend and the manager was not present. So the employees don't work properly at the store. Called another t mobile store for help and they were willing to help. read more

This store has knowledgable people and a larger selection of cases than most. I was in and out much quicker than any of the other locations I've visited. read more

Really bad store, worst customer service. Employees and managers are not helpful at all. Lying on contracts and then don't keep their promises. Had to get Tmobile department involved to solve my problem with the store. It took me about 10 min on the phone to solve it while I had to make a few trips to the store with no success. If you need something you better go to another store. read more

Awesome, super competent and patient employees here. I usually struggle to get things done right with t mobile through the phone or Even at other stores but they go above and beyond here! read more

Horrible, because I have been with T-Mobile for 12 years and because I paid cash for my phone back in July and did not keep my receipt they would not help with a phone they sold me, however they take my money for the insurance on the phones, that sucks. It is the Samsung J7, does not hold a charge, constantly flipping back and forth to different apps and Dan, the doofus that works there, was like speaking with a dummy, he gives you that look, the deer in the headlights look, you know the one. I had to call the samsung warranty dept and they told me to go to a T-Mobile store, I said, I am there and they tried to get somewhat of a little help. I also have a phone with A T & T, I pay a little more but I get service on my IPHONE in areas like my HOUSE where t mobile sucks, and at the river where again T-mobile sucks. You truly get what you pay for!!!! kudos to A T & T. Make sure you save your receipts if you buy a phone at a T-Mobile store and pay cash, they do not post it in the system. read more