Ok, I am not sure if his name, but I'm pretty sure it was Danny. Danny thank u for being so helpful today, and changing out my phone. I've been having issues with my brand new phone for weeks and Danny helped me order a new one , no charge. Activated it and transferred everything. Thank you again. So happy I dealt with him and not a t Mobile operator from India that never picks up read more

Arrogant and rude with crappy customer service. I have avoided this store for the past several years since I bought a T Mobile phone. I ended up purchasing the phone over the phone with T Mobile customer service. Every time I have come back here, including recently they are arrogant and don't want to help. I highly recommend the store in La Canada if you want good customer service and reps who won't lie to you. I came in for a service for my phone that they clearly did not want to perform. They had very bad attitudes. read more

The customer service sucks. They fail to meet the customers' basic needs. I wouldn't recommend this store.

I went there last week to get a new phone. Mine had been getting a bit slow and "it was time". I walked in and it was like the old phone started to circle the drain. The staff at this store were amazingly great. I don't know how they got bad Yelp reviews, every single person was really helpful. They even kept my old phone over night to try and get the data off of it. If I could give more than 5 stars I would. Hat's off to the great young woman who waited on me (I'm at a loss for her name right now), Ricky the store manager and Todd the resident expert. What a great store and what a great team! read more

I came in here and they helped me set up my new iPhone right away making sure all my questions were answered and my phone was all ready to go. Thank you for the great customer service and professionalism. We will definitely be back read more

What a bunch of rude idiots. This location is full of liars please do not go here under any circumstance. My husband decided to shop around for a new cell phone provider to get out of prepaid so first stop was tmobile. We asked the dumb girl FOUR times if we would get unlimited hotspot and she told us 4 times that for $10 more a month we would get unlimited 4G hotspot. One week later my husband got a message he used all his 4G hotspot and would now get slow speeds. After calling customer service they explained to me that unlimited cost $25!! Obviously now its too late to leave the company since i financed my phone. I have never had a problem with tmobile before but the uneducated dumb girl really left a bad taste in my mouth and i wish i didnt come to tmobile in the first place. Please educate your staff not to give misinformation to new clients just to get business. Worst service i have ever received. Wish i could give this location zero stars read more

I've always had great customer service at this location, but today was especially great because of T-Mobile Chris. After looking at my cracked, non-swipable phone and relaying the terms of what insurance does and does not cover, he did a re-set on my phone just to rule out that all was not lost. It was a simple gesture for him, but the re-set offered an enormous sense of relief for me because it meant my LG was still functional and I would not have to buy a new phone on the spot. He also referred me to a phone repair shop nearby and planted the seed for purchasing an LG V40 down the line -- with no pressure. He was courteous, witty, knowledgeable and immediately put me at ease. I left in a joyful mood. Chris made my month! read more

First, I'm the type of person that if I walk in to a business I expect to get a product, pay for it and leave. As long as the employees are not being a dick, I'm good, because I understand there are something that they can and can not do. For that reason, I don't push them and their supervisors for something they can't offer. I went to T-Mobile after having major issues with Boostmobile & HTC which resulted me uploading this video http://www.youtube.com/watch?v=EsufgYQzshc It was only then they started to take it serious, but at that point I had already found T-mobile. I took them over Verizon, AT&T and other carriers since they were able to make unlimited data affordable to me (this was 2 months before they went pre-paid). I walked in the store one night asked about a specific phone. They advised me that phone was discontinued and they didn't have any in the store. Ricky & Donovan noticed I wanted to switch, they advised me they'll be able to find one soon. I told them there isn't a rush as I will be holding on to my Boostmobile phone for another week before I do the transfer. Donovan helped me with the paperwork, advised me of the AAA discount (10%) got everything rolling. Ricky immediately found the phone at another store 30 miles away, he drove off to pick it up. 5 days later, I get a phone call from Donovan who advised me another deposit was required when they were processing the phone, since this didn't show on their systems the first time, he offered a free accessory (luckily that second deposit was an error alert). Went in the next day, paid any remaining balances and picked up the phone. Donovan showed me the new features of ICS (since I was still on Gingerbread), setup my entire phone and worked with me to transfer my original phone number. Was in and out in less than an hour. 2 months later, my phone would keep answering itself. Walked in, saw Ricky, he noticed my motion features had reset. He turned them off again, and 5 minutes later I got a phone call that still answered itself. He put in the paperwork and got me a replacement phone the following morning. Compared to Metro and Boost, they are pretty pricey, but I'm getting speeds of 15mbps down and 4mbps up, compared to Metro and Boost which is only 4 mbps tops. They give the option to purchase a brand new phone (not dumbed down) on an in house payment plan which makes any phone affordable. Haven't had ONE dropped call since. Been advising everybody to switch over, so taking friends there to look at phones. The only negative of the T-mobile store here is that parking lot. It smells bad, but that's due to something out of the stores hands. read more

I had a pre-paid account with $50 in it which an employee of the store converted to family plan. In the process the money from the pre-paid plan disappeared. The manager told me to come back in 6 months for a refund of some kind. 6 Month later I was told to bring the original pre-paid card so they can check its data. Imagine if that worked. Another thing about T-Mobile - if you lose the SIM card you are currently using, you cannot activate a spare (again from T-Mobile, I have a few). You have to go to the store to get a new one, and waste 1 hour just so they can collect $10 for the new card activation. Not cool. Also, if you decide to temporarily deactivate a line from the family plan (I was out of the country for 9 months, and decided to save some money) - they charge you for the deactivation in such a way that it makes it pointless. read more

They got a new Manager her name is Claire and she is the BEST! Top notch service! Iv been to many T-Mobile stores and I have been to this store before she was here iv seen bad service. But now She has changed everything. I gave this place 5 stars because once u walk in you get help right away. This place has the best employees & Manager! If you need any T-Mobile needs go straight here. read more

I really do not know, why this company has so many horrible review, but recently i found out that Yelp actually takes out the good review when vendors do not pay their dues:( i do not know....I have been in this store twice...last visit was yesterday i have to change my phone, it was a veryyy veryyy ease done process, all i didi just sign the papers, the guy was so nice he put my protection screen made sure i had no bump on that, i was really impressed, he did more then I thought he should:) very helpful, quick, no stupid questions asked, no extra sale-offers... read more

Chris was awesome! Knowledgeable, enthusiastic and super nice. Thanks for your help. Was able to diagnose and fix iPhone 7 issue free!

When i see the comments i sad yes its kind of true about some workers but there is one person who is helping all the costumers nicely. His name is Rubik next time just ask for him and trust me u will be happy read more

ATTENTION T MOBILE CUSTOMERS !! I walked into this location on January 31st, around 10 to 11 AM. There was one employee and a "manager" I went in with $150 cash to put towards my bill... well let's say the bill never posted and I never received my electronic receipt text message that the employee told me I would get!! Now I am going back and fourth with the store and Tmobile and nothing is getting resolved both this location and Tmobile are practically calling me liar and saying I never went in the store and paid anything, so either the employee didn't make my payment when I provided my number and he pocketed my money or I don't know what he did with it. Let me describe you this thief.. he is a male bald, light skinned skinny little fella, so be careful at this location with cash and always request an actual printed copy to ensure the employee is doing their job right or else you will end up in the same position as me. I guess we will have to wait and see what happens and mind you, this is a location I have been to many times and have even had conversation with manager Claire, but this place will scam you ! read more

Staff at this T-Mobile store are the worse. They are not professional, liers, and do not give you all the information you need when signing a contract with them. They have wiehheld information about their Free Tablet from me and I think for other people as well. When they offer me the FREE Tablet, I was not informed that a $10.00 monthly charge will added to my bill and that the total amount (according to them) of the Tablet, will be added to the account as well. They never mentioned about either of those costs and when I discovered them, I called and was lied again by their customer service people about the cost. I would like to know if anyone else has been misinformed about those costs as I would like to file a class action suit against them. Not only about their FREE Tablets, but for their Insurance. M read more

The staff have no idea what they are selling or what they are doing. When we went there to change our carrier, as T-mobile had a promotion, the sales person told us that T-mobile will take care of the old carrier and pay the termination fee. he also changed our plan, sold us an additional line for no charge (buy 2 get 3rd line free). They got my almost new iphone6 in exchange of an iPhone7, and told us that we were going to receive a credit for $650.00 in 6-8 weeks which we can use to pay off the phone. NONE of the above have been taken care of. When we called customer service, they apologized and told us that they are sorry as the store gave us wrong info. The credit received was $450.00 and CS believes it's lower than what we were told cuz we were not approved for $650. ( I am sorry but I did not apply or request a Credit card) Why are they paying people, taking all the costs and maintenance if the staff cannot take care of walk-in customers. I FEEL Sorry for myself for trusting people like you T-Mobile guys. Please educate your staff, spend some money and time on their training. have some ethics. read more

This Tmobile was awesome!!!! My wife, daughter, and I all came into this Tmobile 10 minutes before they closed and Instead of being treated as pests we were greeted as guests. Todd was helping us with our sale and he went above and beyond to take good care of us. We were there for an hour and he never once rushed us or was impatient with us. Even with our 3 1/2 year running a muck. Todd's service was impressive and I highly recommend this location. read more

Spent 1400 dollars on two phones on our four line long-time account. The next morning one of the phones (iphone 5s) was having issues, battery life down to 30% by noon, with barely any use. At first was told the restocking fee will be waived, the next day the manager, Jose Navarro, runs some diagnostic on the phone and tells me there is no problem and there will be a restocking fee. He tells me, maybe I didn't charge the phone fully, like I am an idiot or something. Now I am stuck with either a defective new phone, or a restocking fee. Should have purchased online instead. Try to look for a different store. read more

I went in for a new phone and couldn't decide between a Galaxy S6 or the Note 5. I asked some questions but their employee VAN (I want to make sure you know his name) had no clue about the differences between the two. He then told me that I have 14 days to try out the phone and if I don't like it just switch for the other one. OK, then I will try the S6. What I found out from another T-Mobile store is that I do have 14 days but if I want to switch I would have to pay a $50 restocking fee. So VAN was telling me a half truth. After that I was going through the purchase and VAN told me to choose a case for my new phone. I told him that I didn't know that it came with a case and he said that I gt a wireless charger, case and screen protector all included. What I found out after is that this whole bundle is option and not included, he added it into the monthly cost, an extra $7 a month. If it wasn't for the amazing service from the Burbank store and them telling me the truth I wouldn't have known any of this. The Burbank store even went as far as getting me the district managers information so I can file a complaint and I'm submitting this to the BBB. Be on the look out for VAN's resume being sent out soon. read more

T-Mobile as a whole is probably the worst carrier out there. Switched about 6 months ago because of the better deals, and was supposed to reimbursed about $800 since MAY. AFTER trying to fix "issues" (initial mistake on the day of switching to T-Mobile) 6 months later i spent ALL DAY (today) ON black friday trying to resolve the issue. going in and out of the store from 10 am to 7:50 pm only to learn that there was more paperwork needed. Headed back to verizon to get paper work. Ended up switching back because of the new incredible DEAL verizon gave me. A fraction of the price of TMOBILE, with more devices and better connection. Came back to give paper work and I'm suddenly not eligible for my reimbursement because i switched back. NOT ELIGBLE FOR THE $800 THAT THEY OWED ME IN MAY 2016. COULDN'T RESOLVE THE ISSUE BECAUSE OF THE MISTAKES MADE BY the T-MOBILE REPS AND FAILING TO HANDLE THE ISSUE WHEN IT WAS PRESENTED TO THEM ON TIME MULTIPLE TIMES. Glad i switched back to Verizon with even better prices! read more

My iPhone had a defective T-mobile SIM card. As soon as they place a new sim, the iPhone worked fine. But they charged $15 + tax to replace their own defective SIM card! Other T-mobile stores would give a replacement sim for Free since their sim was defective. Terrible Store!! Do yourself a favor, if you see it, keep driving! read more

A friend went in to activate a line on my account and when called for authorization, Sales Rep. #4506756 said that he could "Save me 50 bucks". After specifically telling the sales rep that I am only authorizing the activation of a new line on the account, he went ahead and changed the plan for all lines on my account from the "Simple Choice Family Plan", to the "T-Mobile One Plan." and told my friend 'saved you 50 bucks'. After having already spent 6 hours on the phone with T-Mobile support, which led to the reason a new line was being added to my account, this sales rep could have understood why I would decline such an offer if any proper communication regarding customer accounts between retail stores and customer support existed; which does not, as I've been informed. read more

Had a great experience here. Claire was very helpful and nice. See her she will get you taken care of.

Went to store to resolve on-going over charge issues with billing. The agent in store was less than helpful and informed me that billing issues are not discussed in store and I would have to call in. I explained that other stores had helped me with billing issues during the previous month when phone support failed. I had explained to the manager how frustrating and tedious a process it is to go through layers of "help support" until you can finally get to someone at the managerial level. The average phone support call has averaged up to two hours. Agreements are reached, but then not implemented. Even though I've taken names of people spoken to, I'm then told the person listed doesn't exist, or that no notes were put into the system. This location was less than helpful. read more

I first went there with hope in my heart that they were offering me a good plan and a fair deal. That went south quickly, as I had to fight my overbilling issues every single month. I paid a ton of money to get out of the plan and go on a prepaid plan. That became an issue when the person setting that up accidentally ran my credit card through twice and couldn't figure out how to reverse it. This went on for awhile. Needed a new phone and they offered me a better deal with a plan. Stupidly, I took it and the next week they were advertising NO PLAN. It was hell getting out of that situation, but I did. It took a week to get our phone numbers back - they gave us temporary ones that showed us in another state! When we established the amount I would be billed on auto pay each month, I thought FINALLY, I will not have to battle with them. Here it is 11:26 pm on Sunday night and i get an automatic text saying I authorized a charge for $265.00. No explanation, but it was from T-mobile. It's not even my billing cycle. Now, I will have to go to the store and waste more time with these people. It's not entirely the La Crescenta branch fault (not so sure), but T-mobile has got to be more disappointing than any phone service in town. In 2 years, I have not had one month where it went smoothly. Not one. Even if I move to Verizon or Sprint and it costs more, it's got to be worth it. read more

I began a contract at the La Crescenta TMobile store. I was told that my bill would be a certain amount, which I agreed to. My bill was always at least $20.00 more. Finally I paid over $400.00 to get my 2 phones out of the contract because it was such a problem. I went to a prepaid plan on an auto pay system that they boast about. I have had to spend no less than 1/2 hour (usually more) every single month because the auto pay thing is screwed up. They put money twice on one phone rather than paying each phone. No one - NO ONE has been able to straighten it out. Using one phone for work, I have now missed 3 client's calls and am furious. Additionally, the money that was added to the wrong (already paid) number cannot be re-imbursed or used for credit towards the next month's bill because they aren't 'set up' to do that. It's frightening and I kick myself for allowing them access to my account - now I have to go to battle every month to just deal with something that is advertised as being so simple. Buyer beware! read more

I have had the worst experience for the third time at this location! I have been going to this T-mobile store for years and have always had a good experience until today. Today, i went in to get assistance with getting a new iphone and was having trouble logging out of the "Find my Iphone" app on my phone and the man that was assisting me, Van Lam, was so rude it ruined my experience. He kept telling me that i had to move from the desk so he could assist other customers while i sorted out my problem of logging out of find my iphone when there were no customers to be helped. I asked him to be patient with me since i didn't know how to use this feature at all and i kept asking him to assist me and he kept telling me to log in from a computer at home and logout that way. His information was all wrong there was no way of doing it from the computer and could only be done from the iphone itself and when i told him that he was rude and said told me he could not help me anymore. RUDE. Then another employee named Karapet Boyajyan quickly came to assist me and was able to give me the best customer service i have ever received and was able to solve the issue! He was very patient with me and was able to assist me with all my questions and concerns i had regarding my options with my phone. T-mobile managers Claire and Frank (I called and Van Lam gave me these names) should really re-evaluate this employee and his customer service because he was very stand offish and rude. I will not go back to this location if this rude man continues to work there. read more

I place the blame for my experience squarely on the management of this store. I've been to this location before and I was prepared to wait and to not have a staff member acknowledge me and say "we will be with you in a moment" because that has been my experience previously. My phone was giving me trouble. Couldn't open my gallery or take photos. Now, I just paid this phone off a few months ago so it's not that old so my expectation was that someone would help me trouble shoot the issue. Instead, what I got was a young male (dark complexion, dark hair) who actually ROLLED his eyes at me as I walked up, who didn't even LOOK at my phone to help me and who told me that my phone was OLD, that there was NOTHING he could do for me and that I NEEDED TO BUY A NEW PHONE! T-mobile, I feel like you are scamming people by being dishonest? Makes me wonder what agency might be interested in your tactics to defraud people? I left the store without any help whatsoever and believe me.....I will NEVER spend a penny in this place again. I had more success by contacting the help line. With google and the help line I was able to figure out how to save my precious photos, my recently deceased mother's voice messages and set my phone back to factory standards. I challenge the manager of this store to respond to this. If no response then I warn everyone to avoid this business. read more

My name is jai jain, I'm a senior at cvhs. I think the Asian manager? Well that guy is the worst employee. I went to get a new iPhone for myself with my family, and when we went last time (my brother and my mom got it two weeks ago) they gave us the deal for the new iPhone 6 without having to trade in phones since we've been customers for 14 years. And they said we can get the deal again. Even then just in case I brought in my old perfectly working in new condition black berry to trade in just in case. So at first the Asian dude makes us wait, and strings us along. Then I was like you know what this isn't worth it I'll just trade the phone in. And then he says the phone is water damaged. I got so angry. Because I just bought that phone 10 months ago I'd say. And it had no water damage. I keep very good care of my phones. So the only possible solution I could think of for it being water damaged is that tmobile sold me a supposedly new blackberry when it was actually used and had water damage. So I wasn't able to get the new phone. He kept saying you can pay the full price. How does he expect me to pay the full price? I'm a senior in high school, I have college applications and three ap classes. I also play a sport that takes up my time. I have no money.and my parents aren't rich. To be honest I hope his superior sees this so he could get fired for discriminating against me and my family for being Indian. This man should be fired. And I'm sorry for my crude actions, but if I had driven that day, I would've stayed outside and waited for him to get out and I would've confronted him. However my dad forced me to go home. read more