Deshawn is knowledgeable, kind, efficient and patient. Upgrading my old, broken phone went smoothly. Highly recommend!

excellent customer service!!! professional staff!! best carrier ever!!! should have been with them sooner!!!say goodbye to spectrum, at&t,verizon!!! all you need is: t-mobile!!! read more

incredibly poor customer service and communication. I called the store prior and spoke to shayla who explicitly confirmed that a pin OR being added as an authorized use would allow me to acces the line I needed to make changes too. upon arrival at the store- Shaya was incredibly rude, dismissive, and denied telling me that a PIN number would access my account. These phone calls are recorded, and as management I would recommend reviewing the phone call made on 10/9/25 at approximately 11am- to review that shayla communicated policy poorly. The poor commnication is one understandable factor, but the blantant lack of accountability and respect in store was unacceptable and reflective of an associate who clearly needs more training- this is a great oppeetunity to learn. I ended up getting exactly what I needed done online, and I will never return to this location again. I'd recommend working with anyone in the store aside from shayla- they all seemed to move with a lot more curtesy and professionalism. read more

The staff at the front desk so nice and absolutely helpful!!! Thank you for going above and beyond for the two of us today (from the visiting Bay Area and Oahu folks) we appreciate u guys so much!!! read more

I always receive excellent customer service at this TMobile. All of their employees are so nice and helpful like Shayla and James. They answer all of my questions and know their stuff. They treat all customers professionally and efficiently. No complaints. They have a great team. Keep up the great work. read more

Meh . I have appreciated t mobile as a carrier for years ; including friendly customer service . Today's visit to the Kahului location was just ...odd . As in ; the advertisement of a promo wound up feeling like a bait and switch . 2:30 pm . I enter . Ask an employee about the phone upgrade promo . She takes some info ; and tells me i am eligible. (iPhone 14 for $1k waived with an old phone and only taxes plus about $100 down ). I realize I don't have time to complete the transaction due to an eye appointment; thank her ; and leave . 5pm . I return post eye appointment . Get a different employee. She starts the upgrade process ; including having me pay off the balance on my current phone . After that money trades hands she drops the bomb . "Oh the new phone will be $400 or 500 down ". Me "- what ? The first person told me something different" . She starts to give reasons . Some which may have been legit . But at that point ; I am just feeling grossly misled . Icky . Like a bait and switch . (Like why did I pay off my old phone to find out I cannot even get the promo- no- eww ). At which point I cancel the whole upgrade and leave . I would recommend working with them online or at a different store location . Or just getting your phone battery changed for $150 at the "I cell " store around the corner . Used to love you , t mobile . Today left me feeling like a date with unwanted groping hands . The good news ? My phone is now paid off and all your competitors are right next door . read more

Switched from Verizon to T-Mobile due to Verizon service issues here on the island. Disappointed with the customer service at this branch, both in terms of being misled as to services we were choosing and then an unwillingness to right their wrongs once called on it. Really disappointed with T-Mobile as a whole as the result of our experience at this store. read more

I have never given a bad online review before, but unfortunately feel forced into letting people know how business is conducted at T-Mobile here. My wife and I went in to sign up for new service and phones. We were told they were running a promotion giving away a free late edition Google watch. I politely declined saying I wouldn't use it. The saleswoman continued to push that it was free and I might as well take it. So I said fine. We then went over an itemized list of what our new monthly bill would be. It included the phone numbers, phones, etc that we agreed upon. The total came out to around $150 a month. Fast forward a month and we have a pro-rated bill for $140. Everything seems fine. By month 2, our bill had increased to $175. More than we agreed upon. We find they tacked on, without informing us, a monthly service fee and extra watch phone line, specifically for the watch we were told cost nothing extra, and wasnt discussed in the itemized breakdown in store. This wasnt caught in the first months bill due to the pro-rate. After informing them of this, we were told we'd receive a call back to discuss possible reimbursement. No call was received, so we went back into the store where we were told there was nothing they can do and we would have to pay for the watch we said we didnt want, in full, to cancel the extra monthly fees we never agreed to or were informed of. Duping customers, intentionally or unintentionally, into purchasing a nearly $200 late model product we explicitly said we didn't want and wouldn't use is not the right way to do business. The proper move would be to admit the mistake and fix the issue to ensure a proper customer relationship for years to come. You just end up losing all that income from possible future recommendations to your service over the cost of a watch. read more

My phone never got the towers when I landed. Made my way here and Shane graciously assisted me with resetting my network. Up and running in less than 2 mins. Very skilled and awesome employees! read more

Shitty customer service. Agents with attitude. If you live in Hawaii don't utilize this service.