Worst customer service from a T-Mobile store, especially from the so-called store manager. Don't come here. My wife and I came here this morning after hearing about complimentary umbrellas being given to T-Mobile customers. Waited in line and was met by someone who claimed to be the store manager. He told me to click "redeem" on the T-Mobile app. I opened and looked through the T-Mobile app on my phone and couldn't find anything. Instead of helping me, he callously told me to go away to find other employees for help and then come back to him when I'm ready. Then he ignored me and proceeded to play cute with 4 or 5 customers behind me, while I was struggling to make sense of what was said. It's actually the "T-Mobile Tuesdays" app and not the "T-Mobile" app, as I was given the wrong information. As the "store manager", he could have easily taken 3 seconds of his precious time to look at my phone to see which app I was struggling with and helped me right away, instead of being condescending and acting high and mighty. Mistreating customers like this, especially from a "store manager" who should set good examples, will surely send T-Mobile on a race to the bottom. You don't care about your customers, and you soon won't have customers to care about. read more

Provided all my requirements for a phone that could port over to Verizon if the T-Mobile service didn't work from my Irvine business (home). The sales person #3996928 LIED and told me the best scenario would be to purchase the phone outright instead of signing a 2-year contract based on my needs. He also told me I had to use the phone for 60 days before it could transfer to Verizon if I needed to do so. On 5/3/15 I purchased a Samsung S 5 for $620.90 so I didn't have to sign a service contract. The phone worked periodically, dropped calls while I was on the phone with customers so went to store on 9/3/15 spoke with Matt, Retail Associate Manager, explaining that I contacted Verizon to port over but was not compatible. The rep lied when he told me, "phone is not locked and can be transferred to Verizon, if necessary". Well the truth is yes, the phone is not locked however the phone can not be used at Verizon because the "frequency" built into the phone is NOT COMPATIBLE with Verizon. Really, why would I pay $620.90 full retail for a phone rather than get it for free with a 2-year contract. Obviously, my requirement was to transfer to Verizon if T-Mobile service didn't work. The rep LIED and Matt supported his deceit! Why did the rep tell me to use the phone for 60 days before transferring to Verizon? HE KNEW about the 14 day return policy! Spoke to Michelle and Donovan from T-Mobile Customer Loyalty - they recommended store to give me a full refund but Matt and his District Manager (they'd never provide me with name nor was I ever contacted) declined the refund. I even asked if they'd replace the Samsung with an iPhone 6 that WOULD be compatible with Verizon. No, they didn't even call me back when they "said" they would. I've now reached out to the Better Business Bureau and will continue the fight! DO NOT GO TO THIS STORE...THEY LIE, ARE HORRIBLE BUSINESS PEOPLE AND BASICALLY DON'T CARE ABOUT CUSTOMER SATISFACTION! I'm an intelligent person, who provided all my requirements for my remote business and they LIED, MISREPRESENTED and HAVE NOT TRIED TO RECTIFY THE ISSUE. BUYER BEWARE OF THIS STORE, SALES REP #3996928 AND MATT, RETAIL ASSOCIATE MANAGER. Extremely unhappy Irvine business client! read more

I usually comes to this store as it's by my house. This is a busy store and usually a bit of wait. I took a star off for that. Once the wait is over, staffs are great. They helped troubleshoot my phone and took care of problems quickly. Plenty of parking since it's in a big shopping plaza. Its located close to Target and by a Bank of America. read more

Horrible customer service. We came in 3 times and we didn't get our questions answered and the lady was unknowledgeable. She didn't know her products well. Unfortunately we had to use the same lady three times. Pricing was not a good deal. 3 of us came in after we got our service and phones from a different T-Mobile store and tried to transfer our phone book and she couldn't do it on any of them! Ended up going to another store and got it done. We only went to this one so many times because it was closer to our house. We will never go back to this store. Plenty of stores to pick from. They need to train their employees better! read more

Another bad experience. First time here they wanted to charge me for a SIM card after customer service told it would be free and no problems. Second time empty promises from the manager ty. Assured everyone there iPhone 6 would be here launch day. Tickets were handed out and I don not receive a call until today. I come to the store there a a few customers in the store and no priority was given to the individuals who were at the store on launch day for the iPhone 6. On launch day one of the reps also mentioned there would be no wait for customers who previously waited in line on the launch day. Guess what it's been 20 mins I'm still waiting. read more

Fast, friendly, and human service (they make mistakes also), but they're quick to correct them and do all they can to fix it. They don't BS nor try to sell you. Got my HTCs (HD2, G2), Samsung (GS4) from here, and been very happy with both. read more

Never have i ever felt more IGNORED in my whole entire life after entering a retail store. Even Carls jr. greets you when you walk in the door...i walked into the store looked around at all the phones for about 20 minutes, there were 2 gentlemen at the register and apperently 1 salesman talking to a customer, but no one ever said "ill be right with you" or "how may we help you"...Worst TMOBILE RETAIL STORE EVER!!! i walked in because i was interested in there new $49.99 deal, but its crappy customer service like this that makes me happy to realize that VERIZON WILL ALWAYS MAKE ME FEEL WELCOMED. they are worth my money, even if they are twice as expensive. p.s. im only giving this 1 star because yelp won't allow 0 stars... read more

This is an awesome T-Mobile store. There is never a wait and the sales associates are super helpful. I came a few months back when I was having various issues and they straightened it all out. Today, I came in for a general question about my bill and the sales associate, Nicole, took a look into my plan and told me that she would definitely be able to save me some money. My monthly bill is $208 for 3 lines and now I only pay $124 for more data on all 3 lines! Mind....blown! :D Just so you now know, T-Mobile has gotten rid of contracts so no need to worry about that anymore. To get a new phone just pay the down payment and you get to pay off the phone monthly. If you have a plan that is from before March 2013, stop by any T-Mobile store and switch to the newer plans and start saving money! read more

Andrea is extremely rude avoid doing any business with this representative. She snapped at us while we were patiently waiting for our phone to sync. She did not give us a chance to ask before she turns around and snaps that the phone is not ready. No chance for a reply or to even ask in the first place. read more

I brought two T-Mobile sim cards that I had purchased from T-Mobile.com to this particular store to activate two high speed internet lines. I was charged for two sim card starter kits. When I inquired about that, the service representative said it is required as part of activation. Very well. By this time the sim cards I brought in had been activated so I asked to have two new sim cards that I was apparently paying for to be given to me and the service representative refused. We argued for several minutes and I gave up. read more

Service is terrible. Walked in am was never greeted. Stood there for 10 min before I was asked what I needed. I told the employee I was there to pay a bill hd then put my name on a board and said he'll be right with me. 5 min later I still had my money in my hand and walked out. read more

My phone was stolen so I came in to replace it & they gave me a phone number to call and said have a good day. The store was empty they weren't busy at all, I just don't understand how I'm supposed to call this number to get my phone WITH NO PHONE. I also don't understand why they didn't offer to call for me since they literally weren't busy at all. Just poor customer service. read more

MMS text messaging not working with switch to T Mobile!! I have a Samsung Galaxy S7 and recently changed mobile carriers from Verizon to T-Mobile. I indicated I did not want to buy a new phone and was reassured by the salesperson that my S7 (purchased from Verizon) will be fully functional with the switch from Verizon to T mobile. It turns out that I am no longer able to receive or send MMS text messages (texts which includes pics, videos) or be in group chats, regardless of what messenger app I am using. I have spoken to three different T-Mobile tech support personnel who all immediately commented that the problem is a common issue when using the phone from another carrier. Not being able to send and receive MMS messages and not being able to use Mobile hot spot are apparently the most common problems when switching carriers and keeping your phone. They have tried changing settings without success and said there is nothing they can do. The store salesperson never mentioned that this would be a problem - so I guess either she was hiding that fact so she can make the sale, or she was ignorant of the problem. When I called and asked her about it she simply claimed "most" phones should be fine, which is far different then the repeated assurances she provided me during the sale. Her solution was to have me buy a new phone (no surprise there!) T-Mobile either needs to be upfront about these issues and not mislead their customers, or train their salesperson better so that they are not ignorant of the issues that can arise. Of course, having to deal with worse signal quality now only makes things worse. Seriously considering switching back to Verizon. I doubt T mobile will be refunding the activation fees they charged when I made the switch. Very unhappy with T Mobile! read more

Horrible customer service!!! Was told if we jumped got the more expensive phones the rep would get our bill around the same price. now a month later our bill is $46 more! Called customer service nothing they can do so now we r stuck in a stupid contract with over $1800 in phone due. So now we are paying way more for shitty service can't even get phone calls in my house without wifi being on read more

When you come to the store for any service, they habitually tell you "wait for 10 minutes" without even understanding what you need. I needed to pick up my phone box that I forgot last time. This is something you'd think takes a minute to find and grab. I wait for 15 minutes before asking couple other reps and eventually they tell me they can''t find my box and they might have tossed it. Unbelievable level of service. I am going to make it a point to speak to the store manager to talk specifically about this in detail in person but I wanted to share my experience. read more

I went into the store and asked if they would help me charge my phone because it had gone dead and I didn't have my charger. They promptly accommodated me then one of the sales persons realized that my screen had just froze an educated me how to adjust that. The whole stores employees were helpful and sympathetic. Donna read more

Deonna is AWESOME! She went above and beyond to help me! She knew what she's talking about and if she doesn't have the answer, she took the time to research it! read more

Getting a somehow complicated case worked out here and being helped by rep Nicole C. It's a lengthy process (over 2 hours including wait time), but Nicole was professional, efficient, and knows exactly what she's doing. She even provides discount on my first bill for the long time that they let me wait, which was totally not her fault. read more

Cory is so helpful!!! I had an insurance situation that was handled the wrong way by a different TMobile location. I came into this location for help and Cory went above and beyond to check my plan and offer me the best assistance possible. He also assisted me in setting up my new device and provided me all the information I needed to fix my situation. Thanks Cory, your awesome. read more

I've always had a really good experience at this store. I am usually helped out by Jason, but others have been good to me too. I have two phones and change them often, which can feel like a pain in the butt, but the staff here have always made the transition easy. Definitely my store of choice. read more

I have been to many T-Mobile stores and never have I ever gotten better customer service. Deonna is incredible! She went out of her way to help me as if it was her own. Can't thank her enough. read more

Awesome T-Mobile shop and Haley was excellent. She took great care of what I needed and did everything what I wanted in just 10 minutes.

Was there yesterday to add a line and was helped by a guy name Chris. Friendly and good service. We had tons of question and everything was answered We were out with our new line in no time. read more

This place is the worst T-Mobile location!!! I bought a phone and returned it within the allowed time ....they charged me $50 restocking fee which I said okay and then the company tried to charge me for the full price of the phone. I called and talked to Asst. David countless times in a span of 3 months and he said he would take care of it. Luckily I kept the return receipt. I was a T-Mobile customer for about 12 years. The manager Tye was supposed to call me back but never did. This location made me change to another carrier. I would rate this place a zero star if I could. read more

Was really starting to lose hope in T-Mobile until I came in and was helped recently by Dave. He knew his stuff and helped me fix my phone/network issues. Showed me all the latest phones and how I could save money monthly with different plans. All that with no pressure whatsoever. All my questions were answered in an extremely professional manner and thanks to him, I will be renewing my contract with T-Mobile. read more

Domingo was just awesome!! I had previously gone to the Alton store and got shit service. Arrived here annoyed and truly just ready to leave T-Mobile. Thanks to Domingos support and great customer service he took care of what I needed and sent me on my way. read more

Nice employee named Kurtis helped me pick out a new phone about two weeks ago. He was really patient and was more than happy to answer all my questions. The whole time he waited patiently when I was getting payment details from my dad and he was cool the whole time. Really good crew and service here, 5/5 stars for sure. read more

Was helped by Chris, he was very helpful and my wife and I were excited about the switch, however, somehow he screwed up the order of my iPhone 5s and two weeks later I still don't have it. Talked with Tmobile customer service, there is nothing they can do. Starting to wish I never switched carriers. read more

Was never greated when we came in. The guy who helped us never introduced himself and was chomping his gum like a cow and had altitude! Not a lot of choices when it came to cases. Maybe 4 different cases at the most. Will NEVER EVER go to this one again! read more

Very few times have I complained regarding merchants. It seems T-Mobile is experiencing BANKRUPTCY challenges. In December I ordered new cellular service. Two days later I canceled as the result of T-Mobile's inability to serve my area. I was promised by their local office and corporate office to receive a full refund within 10 days. After multiple follow-ups I feel they are stonewalling. Apparently my only alternative in 2015 is social media and perhaps small claims court read more

Slow service, I had to wait 20 minutes for the woman behind the counter for a diagnostic that never happened. She then told me to go to another store. I am now thinking switching to t-mobile was the worst idea I have ever had. My phone has had nothing hut issues and the customer service at t-mobile is in a serious decline. Do not recommend this pathetic store. read more

Edwin was on top of it and took care of everything. He was also just a good person to talk to. All in all, great place and great service.

I am rating customer service at this particular location (Jamboree/Irvine in Irvine). We went in for a very simple question and were not received very well by Tye, the manager. He was nonchalant and it ticked my husband off who told Tye : "I could take my business somewhere else". Tye shrugged his shoulders and walked away. I don't think you should be treating a 14 years loyal customer or anyone that way. I was shocked because in 14 years this was my first bad customer service experience. Ten minutes later, we walked into T-Mobile on (Alton/culver Irvine) and were received very differently by Tyler, the manager and our issue was resolved quickly and to our satisfaction. Thank you Tyler for the wonderful customer service we have come to expect of T-Mobile. Tye needs some training in customer service before becoming store manager. read more

horrible customer service. I went in to get pricing on a new phone and the lady helping me out answered a personal phone call in the middle of our conversation. Then I asked her a simple question about my current line and she told me to call customer service. read more

This store has worse service especially the associated manager David Saavedra who recognized the issue but don't want to take the product back because he was comparing the product with burger that it like you ate the burger and want to return after one byte. Terrible thinking and customer service. Please be careful with the service. Hope you don't regret. read more

Josh is very friendly guy , he always helps me, he is one of the best in the T Mobil in Irvine .

I hate all phone providers. I hate getting a new phone. Now that we've established that...this place is great! As painless an experience as I've ever had, and they worked with me to get the right phone + plan. No complaints. read more

My boyfriend and I went in last night! We were fortunate to have been helped by Chris! He was extremely knowledgeable, super helpful and got the job all done while I got to simply stand there ;) he explained everything thoroughly, took care of my trade in, my ETF, and transfers all my pics and contacts. A experience that sometimes is not so Fun... went smooth as butter and was pretty enjoyable! You have a Customer service professional in Chris!!! I appreciate the time he took w/ us. read more

The manager here is just awful! Rude and condescending little Asian man. I've been a T-Mobile customer for 4 years but as soon as my phone is paid off I'm switching carriers. I would rather pay a little more and not have to deal with terrible customer service. read more

I had a terrible experience, I hate even having to give 1 star to this place. My boyfriend and I went into the store this weekend to cancel our TMobile plan because we do not have service at home or at work. We were using the month-to-month plan and had signed up for this to avoid a 2 year contract. It was explained to us upon purchasing the plan that if we wanted to cancel at any time, all we would have to do is bring our phones back since we were paying for them on a month-to-month basis and they would not be paid off if we canceled in under 2 years. When we went into the store to cancel and return our phones, the manager Tye was very rude and said we could only return the phones within 14 days. This was not explained to us when we signed up for the plan and bought our phones. In speaking to Tye we said that there had obviously been a misunderstanding at the time of purchase but that we were told all we had to do was return the phones. He didn't believe us and said there was no way we had been told wrong information. He said we owed the balance of the phones and was unwilling to help us in any way. We asked to call customer service at which point they told us a decision about returning the phones had to made at the store level. Again Tye was very rude and said he could not help us. When we asked to speak to his manager, he refused to give us her information and said she did not handle public issues. Overall, I am disgusted by the service we received this weekend! I now have a giant bill to pay off that was not explained to me properly in the original purchase of the contact. Beware: not only does TMobile have terrible coverage in the Southern California area, they also have terrible customer service! read more