Most stores do the bear minimum but these guys went the extra mile in customer service

This has to be the worse T-Mobile location for so many reasons. The staff is incompetent for starters. I am going to focus this review on my experience with an employee named Joey. The most passive aggressive rude and disrespectful employee I've encountered. How about I had to tell this man 3 times to go to the back and find my phone that he swore up and down was not delivered only to come back out after look 3 with my phone. How about stop being lazy. Then the entire encounter was riddled with a condescending tone and passive aggressive attitude and speech. Making rude comments left and right. The only reason I didn't go all the way off was because I had been waiting 10 days already for my replacement phone and he wreaked of bitchmade tendencies and he would have tried to do something to extend the already horrible experience and process. Next another employee puts my screen protector on completely wrong, bubbles, lifting, crooked so I had to go back again after 10 days waiting and a 4 hour in store experience. Only to encounter Joeys rude ass again. Fire him already. His smug tone and facial expressions are going to get him in a lot of trouble . Overall horrible experience. Not to mention the entire staff was Hispanic in a predominantly black community and rude. I witnessed customer come in while staff sat around and talked/laughed with each other for a good 3-5 minutes before acknowledging customers. I'm not a fan. This is not okay. The team needs new leadership and training and Joey needs to go IMMEDIATELY! read more

The only time I ever had a disconnected phone line in my whole entire life was because of a clerical error... I have had automatic payments set up on this account for 4 years, but I recently updated my payment information and forgot to alert T-Mobile with my new payment information. So although the money was in my account on the day it was due, it was never paid due to an outdated payment card on file. So my line was temporarily disconnected to my dismay. Fortunately, I was able to update my payment information and walla!!! My cell phone is now back on and active. Thank you for your patience and understanding. read more

DO NOT GO TO THIS Location Keep driving the store Manager Freddy is not good at all and need to be coached or demoted. Isaiah is wonderful and should be the store managers as he was able to figure out the problem set fourth so to the instructions of Freddy read more

This store is awesome!  The store manager Marvin & Luz are the best! They fixed a problem for my friend that another T-Mobile store created. My friend went to T-Mobile on sepulveda when she lost her phone and they convinced her to get a new phone with a new phone number even though she had been paying for insurance! When she told me, I felt that they had totally taken advantage of her because she's older & not very tech savvy.  When we went to the store they lied to us and tried to cover their tracks. So we went over to this T-Mobile at Crenshaw near Coliseum and they were so great. Super knowledgeable and helped my friend get her replacement phone and her old number back. They even waved the restocking fee and totally refunded the money she spent on the new phone. All these cell phone providers are basically selling the same stuff, you need to know that you can trust the staff to give you what you need, not trying to hustle you into spending money.  Marvin & Luz are the type of people you can trust! read more

T-Mobile - This location is on Crenshaw between 39th Street and coliseum, store manager Marvin and employee Luz are trustworthy! - Mobile Phones Near Me - Los Angeles, California

Don't give this T-Mobile your business. All the workers here are absolute trash. I rather wait a month to get a phone than come here

Walked in Saturday Morning. Yes. It was busy. About a 30 minute wait. However, Rosemary was the best in assisting us. Me and my family have been loyal Metro pcs account holders but lately, we've been in the market for an affordable phone plan that actually have "trade-in" capabilities. Thanks to Rosemary for explaining in full detail their most recent promotion. Walked out of T mobile with a new family plan. read more

They need to update their business hours on their front door. I'm not understanding why that's so hard for managers to do while managing a public business read more

Had a great experience with Carlos on sunday nite. My old phone bricked, my replacement phone I ordered from Amazon was locked to Verizon. I thought I was screwed and would have to order another one. I went in the store 10min before closing and Carlos totally hooked me up swapped the phone over and I was good to go! read more

Worst Experience! I hold management accountable for the way this store is run, but the staff must also share in the responsibility. Where is the diversity here? In a community predominantly African American, why is the staff entirely Hispanic? Furthermore, customer service is severely lacking. Instead of assisting community members, the staff seems more focused on chasing and banning them. This store has a serious issue. It's crucial to hire employees who can relate to and serve the community effectively. Thank you, KS, for your assistance during my visit. You went above and beyond to explain the plan and services thoroughly, and you deserve better. I will recommend you to my friends and family for your exceptional service. However, I cannot say the same for the other staff members. If I could speak to management, these are some of the issues I would discuss. They should consider putting you in a leadership role. I felt very comfortable talking to you, and I left feeling that you genuinely care. Overall, this T-Mobile location must stop treating people poorly and hire staff based on merit, possibly including more people of color to better represent the community. We wouldn't want to bring up the issue of racism. read more

I came rn to this store cause I've had service here before and it was good however. Today I wasn't seen and I left extremely disappointed. We arrived and there was a wait which is great, six feet apart. Went inside to register and the security told my partner he can wait inside; which is insane as there where 2 other ppl ahead of us and why would you have someone wait when you have a limit in capacity? As we waited for our turn another couple showed up and they walked inside and just waited inside. And they got helped before us, whats the point of "registering" for you turn when anyone can walk in and no one comes outside to check if others are outside waiting? Needless to say very unsatisfied. read more

Terrible experience today. We needed a sim card change. Walked in and was greeted but never asked what we need help with. Just to go take a seat. Two employees. The guy (Leonardo A.) trying to multi-task and helping multiple clients at the same time. Yet, this woman (Yvonne M.) who greeted us was helping a client with a data transfer. You would think she would at least take a moment to let the transfer do its thing and ask us how she could help anyone else. But no, she clearly used this as an excuse to do the most minimal work. Often glancing at the customers waiting but with complete lack of customer service to try to help anyone. We were just a few feet away from her and no initiative at all, just a look of disdain towards us and people waiting. After finally waiting we get service by Leonardo. My dad approaches Yvonne and tells her, I have a suggestion for you, to basically change her attitude and have a more friendly demeanor and approach to try to help clients. She started to basically raise her own voice back in rebuttal stating that she had a suggestion of her own and that my dad should shut up and she didn't care what he had to say. Through a series of exchange, she clearly became so exasperated to the point of insulting my dad (mind you he is elderly) of his physical appearance. And she began to yell at her own coworker to not service us because she could not stand watching my dad. Saying she was not being discriminatory, in the aftermath of her insults. The audacity and hypocrisy for her to be poorly mannered and deny us as customers the service we had been waiting and weren't trying to bypass anyone. Absolute WORST EMPLOYEE--YVONNE MONTOYA and does not deserve to be working there. Also, LEONARDO who simply folded at his coworkers requests by refusing to service us just when he was about to. This place needs a change of employees. The disrespect is unbelievable to allow employees like her to treat customers the way she did and feel so entitled to still get them kicked out. Tried to asked for a manager but they weren't in today. read more

Every time I've been to this store the employees have been extremely helpful! I was recently on the fence about getting an iPad, and David was informative enough to help me make a decision. One thing I appreciate about T Mobile is their transparency. They always give me options for the situation in question, meaning there are no surprise charges like the ones I experienced with Verizon. read more

The staff at this location was very helpful, professional and courteous..I had a issue with my phone. It just stop working would not turn back on...well of course it was a old phone the life has played its course, I was so glad I had insurance that completely covered the issue, needless to say the rep was able to replace my phone...transfer my information to the new one easy breezy! I was truly grateful...I do a lot of work with my phone, the patient and time this rep took out was amazing. I recommend this location 3829 S Crenshaw, the store is safe, clean, sanitized available ready, most of all social distances. Anyone in this area, and need any phone service or thinking about getting a phone, stop in, the staff really take care of their customers...especially during this pandemic! Thank you very satisfied customer read more

I called to ask about an Apple Watch and I was told that there was a watch in blue, After speaking with an agent on the phone I left from T-Mobile to get over there to grab the watch and just to find out that it wasn't there I am very frustrated and it very big waste of time, And she's back there laughing about it!!!! The man should apologize but it was such a fake apology it was such a big waste of time. read more

I am frustrate at this store they lie I buy cell fhone on sale and was at regular price

Doesn't even deserve one star. Honestly I hate coming to this place their customer service is HORRIBLE. Some people know nothing about about common courtesy. Avoid this place if I have to they make you wait so long just to help you out and make it seem like its your fault. Specially management here no wonder their staff is so rude. So if you want good service avoid this place. read more

This store saved the day for our business account! I was leaving the mall and decided to just go in and see what they had to offer because I had to get out of our Sprint deal. We were unhappy with our service at Sprint, but didn't have a solution. The night I walked in the store was minutes from closing, but the young lady, Karla, waited on me and took her time trying to find an account solution to switch us over. Unfortunately, the main office was closed, but she promised to work on some ideas. The next day, I received a text from her with a money saving idea. I came back to the store and she worked until we had better phones, better rates and big smiles!!! Karla thought of ideas I had never considered. She successfully switched our account. She' follows up with me weekly to see if all is working okay. I can actually contact an employee!!! We now have tablets and phones to fit our needs. As a result of doing a lot of business on my phone, she had me switch to the Galaxy Note and it IS THE BEST for opening business files, sending emails and more. T-mobile we haven't dropped a call yet. Your store manage and employees are all the best. Don't be fooled by the mall location. Don't write off the Crenshaw location! The staff are working to take care of their clients. Go see Karla!!! She is a forward thinker. Our church business account is all the better because of her tenacity and drive. For many, customer service is a dying art BUT not here! Love you guys!!! Pastors Darryl & Theresa Ordell Hallel Chapel read more

Yikes i like T-Mobile but their customer service on the phone and at stores are not the best.. :( it's rare that you get good customer service with them. Other than that it's ok. read more

**BEWARE OF THESE CROOKS*** **READ COMPLETELY** I went into this Tmobile store looking to upgrade to an iPhone 6s. The sales associate by the name of Edith encouraged me to trade in the phone I had at the time. I agreed to the amount Tmobile was offering for my device. When the trade-in process was complete, She proceeded to tell me that the trade-in credit HAD TO be spent on Tmobile phone accessories or towards other Tmobile products. She then quickly began to try talking me into buying an expensive tempered glass screen protector for the iPhone. I kindly asked Edith if the trade-in credit could simply be transferred over as Bill credit because I didn't want to buy any of their overpriced accessories. Her answer to me was, "That's the thing about doing trade-ins. You have to spend the money they give you on accessories or we can't take your device." She then continued to offer me the tempered glass screen protector along with a protective case. This was really odd to me. I couldn't believe that the only option I had was to spend the entire amount on accessories. So I figured maybe Edith wasn't understanding what I was asking and I rephrased my question and asked again. She then told me she was sure it couldn't be done but would ask another one of her co-workers for a definite answer. She turned to a male sales associate who was at the workstation next to her. He responded saying that I could not apply the trade-in balance as Bill credit and could only spend it on their In-store accessories and products. At this point, hearing another Tmobile sales associate confirm and reinforce the policy Edith had just created, I felt I really had no other option. I asked Edith if buying One accessory was enough to satisfy the trade-in "requirement" (which was really her requirement). She said that was fine. Feeling as if my hands were tied behind my back, I gave in. Edith kept pushing for the tempered glass screen protector. It almost seemed as if she wanted it more than I did. I asked her what it was priced at and she said it was 50 something odd dollars....for a screen protector? I don't think so. This isn't my first smart phone or iPhone and I've never cracked a screen using a $7.99 screen protector. I asked what the cheapest accessory available was and she directed me to their line of gel covers. Again, overpriced but at this point I was done. I purchased a $43 gel cover. I went home feeling uneasy about whole the situation. I decided to call Tmobile customer care and asked what the policy was when trading in a phone. I explained my situation and customer care informed me there was no such policy in place stating the customer MUST spend the phone credit on accessories. They said it was an option BUT not the only option. I went back a couple hours later, Edith's shift had ended, but more importantly, I was able to return the gel cover and had the money transferred as Bill credit. I took the time to write this long review because I'm more than sure I am not the first person they do this to. They will continue to conduct business this way so watch out! They lie and rely on each other to keep the lie going to make the customer feel they have no other options. It is honestly saddening to see the leaps and lengths they're willing to take in order to possibly make commission money. If there are any Tmobile customers who don't have the means to visit a different Tmobile store and must go to this one, I advise you to be on your tippy-toes here. Be skeptical and when things seem to be untrue, ask for a manager or call customer care yourself and make sure you're being told the truth. Hope my review helps! read more

Went to T Mobile to pay my phone bill. Appreciate that there were multiple staff members there. I was helped right away by Eric who provided excellent service. He answered all of my questions and made it very easy to get my business done with his positive attitude. Super satisfied! read more

I was helped as soon as I walked in by the manager Kevin. I told him I was there for a billing issue that I've spent hours trying to resolve at a store I originally signed up in. Kevin apologized for all the inconvenience I experienced and ensure that he will fix the issue. He got on the phone and after about 15 mins, told me everything was taken care of! I don't understand why this wasn't done at the other store to begin with!!! He went above and beyond and took the time to review my account to make sure I was on the right plan for my needs. I was so pleased with the experience that I end up switching two lines from Verizon! I have lots of customer service experience and manage people for a living. He was the perfect depiction of professionalism. He was eager to help and turned a bad situation to a positive one. This will definitely be my new T-Mobile store! Go see Kevin and his team for your wireless needs! I left a happy customer!!!! Definitely 5 star service!!! read more

Went in the other day and was instantly approached by Steven. His attitude and personality made me feel comfortable. I told him my problem, asked if I could upgrade and get a new phone and immediately said yes. He made it happen. Great experience. I was in and out of there happy in less than 30 minutes. The entire staff was great, but I definitely recommend seeing Steven! read more

Something was happening to my iPhone and I needed my questions answered. I went to this location and the one guy that helped me seemed to lack the knowledge. They tried to convince me that I dropped it, sat on it, or it was water damaged (the Apple Store checked it out and it had nothing to do with any of that, my phone was just having some sort of internal problem, which was not my fault). On top of all that, I caught the guy talking about me and giggling to a fellow co worker! Very rude and disrespectful! This guy is a perfect example of HORRIBLE customer service!! read more

Edith is the #2best besides Andre, I bought my mom an iphone6 for her birthday at 67. Love customer service here.

JASMINE!!!!!!!! Ask for her she's is by far the sweetest person there and she was extremely nice to me and my toddler and she got to the point and got me out of there in less that an hour !!! I am big and so picky when it comes to customer service and she provided excellent customer service !!!! read more

Please don't borrow any phone from these People! I went in on Oct 14 2015 to finally upgrade my phone and change my phone company since I had boost. The only reason why I changed was because I wanted the iPhone 6s Plus in rose gold. My husband and I went there and joined Tmobile. Sarah, was very helpful. She told us that at the time the iPhone's where out of stock because of the high demand. She then said we can borrow an 6 plus and we could bring it back when they shipped our new phones to hour home. She told us to bring the phones to the store. About a month or so we received our new phones on Nov 6, 2015 and my husband and I decided to take the phones borrowed phones the very next day. RC the manager told us that we had to ship the phones back but they didn't give us any instructions on how to do that on the beginning. Sara then said to him that she told us to bring it here. BIG Mistake! The Manager told us the phones were in PERFECT condition. And took the phones to the back room. Then we paid our bill and left. The next month I notice that my phone bill was over 300 and I was confused and shocked. I called and they said that I was still paying for the phones they let me borrow on top of that the phones that we ordered. Point is they had me going back and forth for over 3 months! Went to this store countless of times. RC acted as he didn't remember me and made me feel as I was lying. He was rude and unprofessional. He will have other sales associates "help" me and he avoided the situation when he knew the problem was with him because he got the phones. He couldn't give me a receipt because he lost the phones and didn't put in the system that the phones where returned. Point is I cried, I was frustrated, and overwhelmed. I had to go to the BIG HEADS and they ended up helping me and found the phones. They will literally told me to come on Christmas Eve to talk to their DSM. I got out of work early and to my surprise he wasn't even in the schedule. Their employees remembered when I returned the phones and even told RC and he just ignored. This situation could've been resolved, but they chose not too. So now I'm here....DONT TRUST THEM! read more

Great employees that work at this store! Keep up the good work! They sold me my Samsung G5 on 3.28.15.

Allison and Diana were amazingly helpful and sweet! Thanks ladies