Yelp, please add 0-star if possible. The store manager, Sarah, is extremely rude and unprofessional. And doesn't deserve 1-star should be 0-star. We've been paying for T-Mobile's 360-protection for almost a year due to an accident and unintentional reason. My son's phone got damaged, and when we visited the store to inquire about repair or replacement, Sarah turned us down. She suggested going to the Apple Store instead. I decided to go online through T-Mobile and found out that you can open and file a claim. I was really disappointed with the lack of support, customer service, and knowledge I received. Please be warned and avoid doing business with this location at all costs. read more

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At first a worker approach me to take my information and told 2 people was in-front of me, I have been waiting with my family for more than one hour, we decide to ask if they called me before, his answer was we are slow, then I decide to wait at store, 3 employees have been helping 1 family 2 employees. Unacceptable read more

T-Mobile - Two employees to attend one family, ridiculously slow Tmobile - Mobile Phones Near Me - Kapolei, Hawaii

Walked in there and not one person acknowledged me. I just stood there for 5 minutes. Two other customers were being helped. At least tell me that you will be helping me after the other customers. I walked out after 5 minutes. This was on 9/1/24 at 12.50 pm. Seriously . read more

I give this location 5-stars and a "double half-shaka" I walked into this store expecting the standard treatment from a mall based cell provider shop. The store was light, bright and clean. The temperature was very comfortable, not too cold. The atmosphere was upbeat and customers were coming and going. Lots of positive vibes and happy customers at this location. All of the employees that I interacted with were very pleasant, friendly, professional and helpful. "Tim P." went above and beyond to provide stellar customer service and take care of all of my fairly complex requests... (open a new business account, port a line over from Verizon into that new account and then migrate 8 other lines from my personal account into that business account, pay off four phones and then order 4 more) the entire process took a while, but Tim stuck it out and got it done, even working with Verizon to avoid any errors in the line being ported over, and while carefully guiding me along the way to make sure I made the best decisions and captured all of the discounts and credits that were available to me. I am pretty sure he worked right through his lunch to take care of me. In contrast, on this visit to the mall, I also stopped by the Verizon store to get information about business lines. The store was empty - dead - with one sleepy guy working in there - his fingernails were all chewed up, on each and every finger - like down to bleeding kine... was gross. Verizon couldn't help me or themselves, the guy couldn't get his computer to work, I wasted an hour while the little wheel was spinning on his computer... waiting to see if he could get somewhere. Failure. He recommended I call Verizon customer support - they wasted my time for another hour. At one point the guy almost had it done and then asked to put me on hold... the phone started ringing and I suddenly was talking to a new person who knew nothing about what we had been working on for the previous 25 minutes... I got to start over from scratch with a new person, re-explain everything and provide all the required information all over again. Yay for me! In this day and age every cell provider has pretty much the same service, very similar promotions and incentives, especially around new product launches (like right now: iPhone preorder week). The biggest differentiator are the people; this T-Mobile location has some great people. Tim was extremely knowledgeable about all things T-Mobile, both technical and billing. Do yourself a favor and ask for Tim if you visit this location. read more

I want to THANK Timothy at T mobile Kamakana Alii for helping me set up my Auto payment and reset my t-mobile account.Thank you for the EXCELLENT COSTUMER SERVICE.Happy Holidays read more

Been there multiple times. The staff is always friendly and helpful. Scott has helped me on more than one occasion, who is the Manager. Answers all my questions about my phone, bill and upgrades. I appreciate all his help. Even the other members of the staff are very nice. Mahalo read more

We were helped by Bedrock. He was knowledgeable and a problem solver. We appreciated how efficient he was and how he presented different options. When we had picked our units, he processed our two new lines and two new phones quickly. His manager was also quick to support him. We didn't even know she was the manager as she was extremely helpful. T-mobile should take notice, they are doing a good job in this shop. read more

Was helped by Timothy. He was very personable and helpful. I came in with my phone not working and another store had only recommended buying a new phone without looking into other options or fixes. I immediately went to this store and within 30 seconds Timothy fixed my phone. read more

The sales rep just did not seem interested at helping us out at all. Monotone, uninterested, sleepy maybe. We went to the store so my mom could upgrade her phone. They didn't have anything in stock but the basic iPhone models and he even says you'll be lucky finding it at other places. The funny thing was that the sales rep mentioned that we were his 4th customer of the day with one more hour to go, like ok, was that supposed to make us feel bad for you or what. My mom and I still did the upgrade and the worse part was that he asked for both of our ID's with our information on there and still messed up our names. Did he even try? Maybe he was just not having a good day. I should have asked how his day was going and if we bothered him by placing an order with him. I just did not have a good experience at all. read more

It happened again. Another wonderful experience with the gang at this T-Mobile. Got grandson a new phone. He cried tears of joy and thanks. I cried. Our representative cried. We all were a bunch of cry babies. Them good folks there, gotta love em. read more

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I've visited this location a few times this past year and Kelii has always been helpful when he's working, but lately I've been "assisted" by women who don't even listen to what I'm saying and interrupt me by saying I need to call customer service. I would list their names but honestly the interaction with them was so quick and rude that I didn't even catch a glimpse at their name tag. If it weren't for Kelii I probably would've switched to another carrier entirely. But I don't think I'll ever visit this location again unless he's working /: really disappointing that the service isn't the same throughout the store. Edit because I forgot to add this information in: one of the last times I came in the woman who greeted me lied to my face and told me I needed to approve a COR once my primary account holder "started the process" and told me to just come back once that finishes. Made me wait for customer service only to be told that I didn't need to do anything? read more

I went in on a Thursday to add a line from another carrier and get a new device. Employee says that I can't open another line with the plan I have and that I would have to open a new plan that's 3x more than what I'm paying. I said no, there should be a way to add another line. Why all of a sudden I can't add a line. I then proceeded to call customer service instead. Was on the line with CSR for almost an hour only to tell me that I will need to go in the store to process the transfer and that all the notes needed to resolve my issue is in the account and keep the plan I have. I then proceeded back to T-mobile and told them the rep said everything should be in the notes and all I have to do it transfer the line over and the plan should not change. Employee tell me sorry, they still can't process it with my plan. The supervisor then says it looks like there's a specific way I need process this but give him 5 days to try and process it. He will call me back. 5 days passed and I didn't get a call. I call their store and apparently he's not working and will be in the following day. The following day goes by and still no call back. 7 days had passed since my visit and I call in the afternoon to speak with the manager and the girl employee tells me "oh he should be calling you soon and that she left him and email about it". Still no call back. I call around 6pm, girl employee says he's with a customer and to give him 5mins to call me back. It's now 8:50pm and no call back. I call store once more and the girl employee answers again and I ask for manager and she says to give her 2 seconds. It's now 9pm and I have been waiting on the phone for 22mins. Mind you store closes at 9pm. No one picks up the line and it seems everyone went home and left me on the line waiting. I have never ever been treated with such poor customer service and to make me wait on the phone and forget about me as you all left for the day. That is what really ticked me off. So now, I will have to make a complaint with their district manager or someone higher up to deal with their incompetence and beyond poor customer service. Never ever going back to this location and will never recommend to anyone. read more

T-Mobile - Mobile Phones Near Me - Kapolei, Hawaii

It's been 2 months since I switched from Verizon to T-Mobile. The old saying is you get what you pay for. T-Mobile has been good so far. In some areas I noticed that T-Mobile works a little better than Verizon. However, Kamakana Alii mall you get little to NO service with T-Mobile. Weather I'm in a restaurant or Ólino I don't get any service. My device is an iPhone XS Max 512 running the latest software. So far Kamakana Alii and north shore side has little to no service. I hope with the progression of 5G this gets better. Thank Goodness my work phone is with Verizon where I have service. read more

I am sorry to say but i was assisted by a very incompetent sales rep., tyler. Very terrible service! I was going to order iphone12 pro max. Decided to cancel my order and leave. The person wasn't able to answer my questions, no recommendations, advises or anything. Seems like the person doesn't like his job. Smh read more

By far, my best experience at this tmobile location. Although this store is dead center in the mall, it wasn't too busy on a Saturday afternoon. Employees weren't pushy like I've experienced in other stores. I simply wanted a screen protector and I was able to make a quick and easy purchase. The worker helping me offered to put it on for me, and she did an excellent job - no bubbles, no dust, very clean. It took her about 15 minutes, but I didn't mind waiting, knowing she was putting in quality work. Of all the times I've had a tmobile worker apply a screen protector, she definitely was the best. She was also very knowledgeable, advising me to keep my phone case off for several hours to allow the screen protector to set and to apply heat whenever possible to remove air bubbles. Overall, the best experience I've had thus far. -J read more

Had a great experience coming here! Me and my boyfriend always prefer this location due to their great customer service and feeling welcomed at all times. We had the pleasure of having Summer as our sales associate. She was really cool to talk to and also got the job done quick! Thanks Ka Makana Alii branch! Aloha, -Nathalie&Brad read more

We are in the T-mobile located at La Manama Ali'i in Kapolei. We were greeted by their manager, Kala, and he directed us to a sales representative, Raynbow. Excellent greeting time and wonderful customer service experience. Very professional and extremely friendly. They need to train the staff at the T-mobile located in the Pearlridge Mall. Mahalo for gr8 and courteous service Raynbow and Kayla! Five stars! read more

Yesterday I finally went to the NA MAKANA ALII MALL with my auntie to really see how it was. While walking around I felt like I was in the Outlet I stop by the T-Mobile store to see if I could get some help in getting rid of the Calendar holidays list I had on my IPhone 8Plus. Stood in line and no sign saying you have to go in to list your name until someone before me told me that ok no problem. Went inside the store spoke to a man took my name & # waited out side til it was time. It was hot it was around 11:00 so now we wait 11:20 finally a lady with glasses as for my name so we went in she ask what she could do for me. I told her that I need help to figure out how to get rid of the Holidays calendars that are no US calendar list her first inpressation was I don't think there is a way. I told her that Apple did it for me before and since I was by a T-Mobile I stop for help and she got on her pad and did research and said that there was no way in completing this task. I ask her how long she been working for T-Mobile she said 4years I was suprise I ask her to ask her supervisor who was right next to her she ignore what I was saying she even had a audacity to show me what she found on her pad that say nothing. At this time I really felt T-Mobile was a let down. How can they sell the IPhone's if they do not know how to fix them or be able to guide customers with problem I finally told her she did not know her job and we left. Got home and call Apple support within 2 mins my problem was solve and that lady at the T-mobile store didn't know jack shit What a waste. I hope their corporate office reads this because their tech in house is something useless. I you guys don't nkow your products don't sell it. read more

Loved the service at this place! BRAND EXPERIENCE I really like T-Mobiles branding- the pink really pop next to the black and white creating a serious punch face "look at me feeling". The employees definitely helped to ramp up this feeling as they all had very unique looks that capitalized on their personalities. CUSTOMER SERVICE Superb! From start to end the store reps were helpful, patient, informative and friendly in their presentation. My particular sales reps Kanoe and a second girl (her name tag was covered so I'm not too sure) were just the best. They cracked jokes, rolled with the punches, gave personal insight and were understanding when we had to wait an extra 30 minutes because my bank declined my card. I think they are to great reps and you should definitely spot them out if you have the opportunity. PRICING I won't really review this as phones and accessories are industry standard but the plans though- gold. I can't explain it myself but you should check out their site. OVERALL Great! If you're looking to switch to T-Mobile or are currently with T-Mobile but are looking to upgrade or accessorize this is definitely the store that you want to stop by. read more

Came to this location after bad experiences at the Ewa Beach store. Tyler helped me get my parents new phones. The process was fast and easy. I was in and out in less than 30 minutes. I highly recommend coming to this location the staff was friendlier and seemed more professional. read more

Visited this location 3 different times trying to start a new plan. All three times I was sent away to call customer service to do the exact same thing. Only one of the three associates were actually helpful. He started the process for us, informed us about everything that needed to be done, and told us to just call them and come back. Upon coming back and saying that I needed to start a new plan I was told I needed to call the customer support. Didn't even say what I needed to ask the customer support for. I then told the girl that I had already called the number earlier today because I had just come in and the guy started the process for our plan on his device, we just couldn't transfer one of our numbers over because it wasn't released yet. He was very professional, used his resources, tried to get our plan started, and then pointed us in the right direction. This girl on the other hand didn't look anything up, didn't even ask for a phone number for the account. Just immediately stopped me and said "you have to call customer service, then I can get your phones ordered." If you end up coming to this store, Kelii was an amazing representative and I would highly recommend seeing him as he actually tried to help us understood exactly what we needed to do right off the bat. read more

Zach was so amazing he was so helpful and friendly. We were inquiring about my husband's phone not working and he said no problem let's get this taken care of. Bery pleasant. It was my best trip I've had with a phone store ever and I have been to many. Thank you Zack so much for all of your help we will be back. Mahalo read more

Had to replace another phone s9+ I was the only customer there , so while they were transferring my stuff to the new phone , I was looking around and even though one guy was doing my phone the other 4 was so so busy texting not my idea of good customer service read more

Although their system was down, it was still an amazing experience. Initially, I thought of leaving but the sales associate was so welcoming and allowed me to look around to suffice my needs. I would recommend this location to anyone. Super happy with my purchase of 2 new phones. read more

Great experience at this store today. Long story short, I had trouble with my phone. I tried using online and phone in T-mobile resources first, but they couldn't fix the problem. Went into the Ka makana Ali'i location and was helped by Summer. She was very patient and went through every possible scenario. Just when it looked like I was going to have to buy a new phone, she fixed it! When its time to upgrade my phone Summer is definitely my girl! read more

Went to the T Mobile store at Ka Makana Alii. the Sales Rep that helped us was good and knowledgeable. We signed up for the 55+plan and was told the activation fee charged would be credited back to us, however, the manager that day was too busy to take care of it for us, and would do so later. No Action Had been taken, so I emailed the sales rep who responded that it was going to be credited on our bill. Well our first bill in December did not have the credit and neither did our credit card. So I sent another email and was told it was going to be taken care of. Well needless to say it wasnt so I sent another email,because they don't answer the store's phone when I called several times. Today I went on the T Mobile site and had the best customer service from Karl, who greatly assisted and had our current bill credited for the full amount of the activation fee. It's too bad the store didn't take care of this. The manager of the store needs to be talked to regarding this. This is poor customer relations. read more

worst Tmobile in the world , waited 2 hours , 4 staff 2 customers 3 staff helping 1 customer . While I waited 2 hours . dont waste your time in this garbage store . Staff is a nightmare. read more

From beginning to end there was miscommunication between the employees. They could use a course on communication. I will do my very best to avoid going to this store! read more