Ask for Harrison & Azadeh - In Person! After 15+ years with Verizon, I never imagined I would switch carriers. But between recent service interruptions and my daughter's phone finally giving up, I decided it was time to explore options and hopefully lower our monthly bill. I walked into the T-Mobile store at The Shops in Mission Viejo cautiously optimistic -- and I walked out genuinely impressed. I'll be honest: I have high expectations when it comes to customer service. I don't hand out glowing reviews easily. I ask questions, I want clarity, and I expect follow-through. Harrison and Azadeh (Assistant Manager) delivered on all of it. I had a more complicated situation than most -- involving setting up and shipping a phone out of state -- and it required patience and real problem-solving. Both of them handled everything calmly, professionally, and thoroughly. They made sure I understood every step and never made me feel rushed or like I was "just another transaction." What meant the most was the reassurance. After spending time dealing with online and phone customer care, the difference of having capable, attentive people in front of me was night and day. If you're thinking about T-Mobile, do yourself a favor and skip the online route -- go in person and ask for Harrison or Azadeh. It makes all the difference. They turned what could have been a stressful switch into a smooth and surprisingly positive experience. That says a lot. read more

We stopped in to see what options we had as far as upgrading one of our phones. We were assisted by Matthew who was wonderful from start to finish. He let us know all the options we had to choose from. We ended up upgrading for one of the new iPhones. He sat with us to make sure the back up was completed then transferred everything over to the new phone. He also let us know what special plans they had regarding accessories. We were out the door after about an hour. read more

T-Mobile - Mobile Phones Near Me - Mission Viejo, California

This was the easiest experience I've ever had in a phone store! I believe his name was Harrison, I hope I'm correct but he was awesome, very quick and extremely helpful. Will be coming back for all of my phone needs :) read more

Came in here to possibly trade in, I've been a customer for about 8 years now at least and the guy there was right off the bat NOT wanting to help me at all. Walked out and now considering moving plans to a service with better reception (always terrible) and a service that gives upgrades. read more

Great customer service Affordable plans Complimentary streaming on Netflix! Good reception! Far superior to the other 2 big name companies! It's about great reception great customer service and value. read more

Two people working & two doing nothing. Got me checked in, I told them I just need to drop off my old phone since it's a trade in. I waited almost an hour without being helped prior to leaving. The reps were dragging their feet, helping pick out phone cases (come on, let the customer do that so you can actually help people!). I am more than confident they could multitask. I am 9 months pregnant and cannot just sit around and wait when there are no chairs with backs, etc. Not a good experience, and not acceptable. read more

Joseph! ! You saved the day. Thank you for helping with a *not simple* transfer for my elderly father.

I am taking time out of my day to write this review to warn everybody who considers using T-Mobile for their phone service to run in the opposite direction I mean this is the worst service I have ever dealt with in my entire. They are constantly increasing the fees, even though I had a grandfather. That my service fee would not go up.. after three price increases and being charged a nominal fee to call customer support due to unauthorized charges to my account. I switched over to Verizon.. This is where the nightmare escalated to the next dimension. I had an unlocked iPhone that was paid in full that I used when I signed up for T-Mobile. I had a Portlock that was put on my iPhone. I spent three days calling customer service, the port protection hotline with T-Mobile and made six separate trips in store. every time you call T-Mobile, they have to authorize you and require your pin passcode. On the last day trying to resolve my port block on my iPhone. I had provided over four customer service representative with T-Mobile my pin passcode. After being transferred and put on hold for over an hour, I was asked for my pin passcode for the hundredth time and when I provided it, they said it was no longer valid. I asked why is it no longer valid? This issue could not be resolved due to the Portlock restricting me from receiving a verification code. After 3 1/2 days of making numerous trips in store to T-Mobile and talking to over eight customer service I told them politely to cancel my service immediately. I had to go through a whole rigmarole of generating a new pin passcode spending another two hours on the phone with three representatives and they still could not cancel my account and this required the in store to T-Mobile to finally close out my phone contract. On a sidenote, I had to take off from work three days because it was taking me all day for three days to sort out this mess. Eventually, they were able to verify me and close out my account in store to add salt on the wound I was charged for the three weeks remaining in my bill cycle even though my service is no longer active for those of you who continued to read this, I'm going out of my way to explain all of this because this was the absolute worst experience I have ever had dealing with any company for 40 years. It was so stressful and exhausting that I started to develop a twitch in my forehead due to the amount of stress from not getting any sort of resolution. In the end, I lost the phone number that I had for 12 years with all my customers information and I'm being billed for an additional three weeks a phone service that I am not using. T-Mobile for making my life a living hell. I will discourage everyone that I know to avoid using your service. Your customer service representatives overseas are uninformed as to the protocols to resolving issues and overall a complete waste of my time. On top of that every car, I got hard press to buy extended coverage, even though I was adamant that I was canceling my service and had no interest in doing business. read more

Live in Mission Viejo. Before I switched to TMobile, I asked about coverage for my home address! They promised great coverage! Showed me the map showing strong coverage in Mission Viejo near Oso Parkway and Marguerite! For past 5 years, dropped calls and tons of statice while I am at HOME. Five years later, after I've spent at least 5 hours of trouble shooting, making phone calls, and writing to FCC, they admit they have bad coverage for location of my home. That sounds like false advertising to me! read more

Absolutely amazing service from the manager Pam with associates Sara and Amir all of them are awesome. Always professional and helpful they make it bad for all other locations as they set the bar so high. Always a pleasure to see them . read more

My husband and I went into the store for replace our phones in the end of the Lease. We had terrible experiences from the previous time replacement at RSM store 18 months ago. Kat B. was helping us and we told her we had really bad experiences before and hoping to have better service this time. Kat B. was very attentive and knowledgeable, first she checked our records and found better deal for us. She had very throughly conversation contacted the customer services and actually helping us changed our old plans to more affordable plans. Kat B. deserved be the employee of the month in Mission Viejo store and her excellence helping customer shall be rewarded. Big thanks to Kat B. read more

I had called ahead and spoke to Vince, letting him know I would be there to purchase a phone and when I showed up he didn't even have the decency to come out of the back. Instead I had to work with one of the sales reps on the floor and it took quite some time. When I finally did get the phone, I have no idea what the sales rep did to my account but our family plan was so screwed up. It took me until 2 o'clock in the morning to work it out with customer support online. The sales people at this location really have no idea what they are doing. read more

Wow this place ... where do I start. My husband and I walked in at 5.. they close at 6 I believe on Sundays but they literally treated us as if they closed at 4. They said "we may not be able to help you due to Covid we will have you set your phone up at home. What! ? They had three people working and a couple getting a phone so I was unsure why it was explained to us that way. It was actually the store manager who assisted taking our info down... that being said I have never been treated that way at T-Mobile ever! I don't understand... my husband and I were both wanting to get new phones and not do a trade in. Guess that store needs no sales. Best of luck to you Lou. read more

These people don't want to work. When I walked in Chris was in the back on his phone and when I told him I wanted to switch to the iPhone 14 they were trying to tell me there were these extra fees that I had to pay because I was leasing the phone which was totally incorrect. I will only go to the El Toro store from now on because this store is awful! Everyone has always been helpful at the El Toro store. When I went there they told me the only "fees" would be the prorated amount for my rental phone before I switch to the new phone and turn in the device which is exactly what I was told when I got the rental in July. No wonder the El Toro store is always busy and this one had no one inside the store, where was the manager? These people are either poorly trained or really didn't want to work! read more

Went to the T-Mobile in The Shops of Mission Viejo to activate a new phone. The associate Walter was helpful and efficient. Great service and I'm very Thankful! I had to take the time to give some gratitude read more

Mario at this location made all my problems disappear .. great personality, very friendly and explained all my questions thoroughly. He made all the transition of getting my new Samsung galaxy note ultra very easy and fast. Also helped me with my screen protector replacement so quickly.. so love the service and Mario definitely the guy read more

The guys that work here are absolute pricks and zero help. Went upstairs to Apple and got immediate help. Save yourself the trouble and avoid. read more

Walked in to get help on upgrading my current note 9 to a 10 and adding a second biz line. It was a bit confusing as my current note 9 needed insur to replace it as any slight damage isn't acceptable. Raphael Pena & Azadeh Motlagh divided and conquered. One helped me charge and erase my old phone, print a label for its return to insur and another helped with the upgrade. Highly recommend both. They went above and beyond and well...this is why I TMobile. The customer service is bar none. Kudos also to the rep over the phone who made it all happen and swung me the best deals. #tmobilefor25years read more

This location is fantastic I had the privilege of being waited on by Gabby. She made the transition from Verizon to T-Mobile, such a pleasant experience. We bought three phones and all accessories. All our questions about our new phones or professionally answered. If you want somebody with product knowledge and knows how to handle a customer see Gabby. Also a big shout out to Lou the manager he was there for us also. read more

Horrible horrible horrible. Service sucks. Sales reps suck. Just switched to att after 4 trips to this store to see how to get our service to work. Awful read more

Josh is very friendly and professional. He's awesome! He took care of my issues and answered all of my questions.

I tried and tried to pay my girlfriend's bill online. I know her phone number but it kept telling me that it wasn't on file. I tried to use the chat feature but no answer. I even tried on Facebook Messenger. Can't wait to get her to change to carriers. Thanks but no thanks. read more

We were T-Mobile customers for 2+ years and just switched back to Verizon due to the spotty T-Mobile service where we live. I must say that they make leaving them a royal pain in the but. If you are keeping your number there is a 72 hour wait to have your number released. We have now passed 72 hours and are still waiting because of numerous errors on their part. They unlocked two of our phones but failed to unlock the third. The confirmation emails giving updates were never received because four different people at T-Mobile on four different occasions were unable to properly input our email address which they should have already had. I have spent about five hours on the phone with them this week trying to leave them. I have never dealt with more incompetent people in my life. I would rather go without a cell phone then do business with T-Mobile! read more

Unqualified representatives, everything takes alot of time, frustrated. After second time I couldn't get answers to simple question, I wrote this review. read more

Great experience at this store migrating my parents from annoying ATT to our T-Mobile family plan. Gabby and Moamen assisted and they made it smooth and easy. All employees here appeared positive and happy to assist anyone that walked into their store. Highly recommend. read more

I had a wonderful shopping experience at the T-Mobile Store in the Mission Viejo Mall. I was greeted immediately by a very friendly man and the wait time was minimal. The store had a great selection of phones to choose from and a very knowledgeable employee named Patrick Hernandez helped me with my purchase. All in all, I recommend this store for any of your phone needs. read more

Very disappointed with this place. I went in December to sign up with them so I can get a new phone and my husband but they didn't have the phone I wanted and my husband wasn't with me but I signed up anyway. Our phones are pretty old and we both need new phones. They told me to come back after signing to get my phone. It was December so the place was always packed. I thought I can go back after new year so I can get my new phones. Surprisingly when I went back they told me that the deal was over and I could no longer get the deal for that time and the trade in. I'm so mad and my connection with T-Mobile is very bad. Every time I make a call the person I'm talking to can't hear me. If I'm home I have to turn the WiFi off to be able to hear me and when I'm outside it's hard to make a call. What a terrible service. The store lied to me and one of the employee there is very unfriendly. He acted that you're bothering him when you ask him and don't have time for your questions. Someone told me to call bbb to get help about the lied deal I got. read more

I took my girlfriend to this T-Mobile location yesterday to upgrade her old iPhone to the new iPhone 11. Although we got there literally five minutes before closing (on a Saturday night), the girl helping us out Andromeda, not only was very friendly and professional, she also stayed working 25 minutes longer than she had to just to set up the new phone for us. Thank you Andromeda, I hope you receive a proper acknowledgement by your managers for going the extra miles to help us, and providing a pleasant experience for us! read more

I called this store and a sales guy named RUSSELL picked up. From the start, he wasn't very pleasant and came across as he never wanted to be at work today. I called to ask on the ad they have online as it wasn't very clear. He responded by saying "I don't know and I can't help you as store is very busy?" REALLY?!!! I was going to transfer services for my company. You guys just lucked out! POOR CUSTOMER SERVICE! I hope the person you are helping with is worth losing my business. I didn't ask you to drop what you are doing as I'm sure it wouldn't take you more than a minute to explain. T-Mobile, you may want to render training to these high school kids! read more

The service at this T-Mobile is great. They were super helpful and service was fast. I recommend anybody going here. Moojan was great and made sure my boyfriends plan was successfully changed. He got a new phone set up in no time, not too busy for a holiday weekend. Thank you! read more

The team at the T-Mobile store in the Mission Viejo Mall is simply FANTASTIC!! Such a pleasant experience! I was greeted by the Store Manager who asked me to wait just one moment while he helped the person ahead of me. Just a minute or so later, I was greeted by Candice. Wow...what a gem with a great personality! Talk about service and support! Candice spent nearly an hour with me going over plan options and trying to port a FreedomPop number. She was consistently patient and understanding with my questions. She made me feel that she was there to assist me no matter how long it took. At no time, did I feel hurried or that she was wanting to get to the next customer. It was like being with a family member. We did not complete the process while I was there due to a FreedomPop issue, but she followed up and we communicated via text message over the next few days. She did not falter in any of her commitments. She really went above and beyond and should be highly commended for her efforts. Massimo, the Store Manager sets a great tone for the store. He has a great personality and is very friendly, He is empathetic and listens to concerns. He developed a very fair resolution to help me move from the pre-paid service I signed up less than 24-hours prior to the T-Mobile One option. The team at this store is knowledgeable, friendly and really goes out of their way to ensure a pleasant consumer experience. If you need to switch to T-Mobile or need great solutions to a current plan, do not hesitate to drop by. If you get Candice as your T-Mobile advocate, you can be sure you will be treated like family. Thank you Candice...Great job!! read more

There's only 2 people working at the store. I took me an hour waiting in the store for assistance

1)This store only employs salesman. Not cashiers. So if you want to stop in and make a purchase you'll have to wait in line for a salesman while all the people ahead of you contemplate their plans and options and phone choices. No cashier available. 2 hours is what I was quoted as a wait time, thankfully a sweet couple offered their spot to me. My transaction took 1 minute. 2)I was charged $40 more than the price displayed on the wall for a phone purchase because I'm not a t-mobile customer. EVEN THOUGH I WAS BUYING IT FOR A FRIEND WHO IS A T-MOBILE CUSTOMER. I'm not talking about the buy a plan get a special discounted phone price. Just the advertised pay up front price of the phone. $40 EXTRA. 3)When my friend (the t-mobile customer) went in the next day to set up her new phone and asked if she could return the $226 purchase and buy it back herself (as a T-Mobile customer, to avoid the LAME additional $40 fee) they said it would be a $50 re-stock fee! Seriously, it wasn't even gonna be re-stocked AND it took them 1 minute to grab the phone from the back the day prior when I bought it!! What's the $50 for?? I'm an understanding person who is pro-business not pro-entitled-customer. I own a small business. But this was a serious joke of policy both on staffing and on procedure. I didn't buy online because I wanted to be sure it was a new phone and t-mobile compatible. Wanted to give a nice gift to a hard-working deserving person. But t-mobile you failed at customer service 3 times and I'm super disappointed. *first time I've ever felt strongly enough about something to yelp review* read more

I went to this location yesterday, because my Verizon contract was ending the next month and I was interested in switching to T-Mobile. I was at The Shops anyway, so I decided to ask some questions. As soon as I mentioned my contract was ending, I was directed to a sales associate by the name of Joanna. She hurriedly started doing paperwork, already signing me up for T-Mobile before I could even ask my first question. My biggest reluctance in switching to T-Mobile before my contact ended was the termination fee Verizon would charge. I stated as much. Joanna said she had a chart, and that the termination fee would be $50. Okay, not so bad. I could swing that. Joanna asked what data plan I wanted, and I said the cheapest possible. She also asked if I wanted T-Mobile's silly JUMP! program, and I said no. Through all this, she was ringing up my sale faster than I think I've ever seen a sales associate do, which I originally attributed to hyper-competence. After I left and started looking at my T-Mobile account, I saw that Joanna signed me up for the 3GB data plan, NOT the free 1GB data plan -- the cheapest one, which I wanted. She also signed me up for the JUMP! program, even though I stated I didn't want it. Finally, I spoke with Verizon, and it turns out my termination fee is going to be a whopping $150, not the $50 I was originally told. I realize, looking back on the sale, that Joanna wasn't fast due to hyper-competence -- she was going fast because she was hustling me. I get it. There's a sales quota to meet and a commission structure on top of that. I used to work the nightmarish hell that is retail. However, while I've encountered pushy salespeople and incompetent salespeople, I can't remember the last time I encountered a salesperson who actively swindled me. I won't be coming back to this location, and I can't in good conscience recommend this location to anyone else. read more

This review is specific to this location and does not have to do with the cell reception or call center help line provided by T-Mobile. This location is inside the mission mall and is always packed. Came in here with my dad to get him a new (updated) cell phone that he would be able to handle. They had a lot of employees (maybe 7ish). Moojan assisted us and she was great! She knew all the updated plans that they had available and offered some deals that fit his needs. In addition, she said that were were paying for data that we weren't getting, so she upgraded two of the lines to extra data for FREE. read more

I'm very happy with the service I received at this location along with my cellular service! Tristan really knows his stuff. He helped me port my number over from H2O, answered technical questions about device compatibility, answered my questions about their international calling and texting plan, adding another person on my line, setting up APN settings on my phone, and even answered questions about how paying my bill on time would affect my credit score. Thank you Tristan!!!!!! read more

I wanted to write a review about the incredible customer service that Anythony provided to myself and my family the weekend before Christmas. I came in with a request for adding four lines (moving all of them off of AT&T and onto TMO) and there were a few big hurdles to overcome: 1. I was on a promo plan that didn't allow me to add new lines. I had recently changed my plan, but the change wasn't going to take affect until the 29th. 2. We had one person who's phone was still locked on ATT because she needed to pay it off. 3. We had to trade in one of the three phones, but two of the people with us wanted to keep their old ones. Anthony called the customer service line and talked with them for over 30 minutes trying to get the plan changed moved to that day so that we could add the line. He even called back multiple times to get it figured out because if we had to wait until the 29th, we wouldn't have been able to take advantage of the current promo of turning in your phone for a new one. He then helped walk us through the process of unlocking the phones who wanted to keep theirs and ensuring that we had the right information (account number, pin, etc) that we needed to properly port all of the numbers over. Finally, he worked with us to find the phone model that we wanted for the trade in. The Mission Viejo store was out of stock in the black iPhone XS, so he called around to other stores to find one in stock for us and asked them to hold it. When ATT told us that it would take 48 hours to unlock the phone that needed to be paid off, he gave me his cell number and told me to text him - even if he wasn't working - when the phone was finally unlocked so we could port it over. When the number was finally released (today), he was able to immediately port the number over. He walked us through every step in the process and spent almost 3 hours getting everything sorted out ofr us. He was extremely patient, kind, and knowledable and it was an absolute pleasure to work with him. Transferring carriers is generally very stressful but Anthony helped make the process way easier. Anthony rocks! read more

New place, new apartment, new cell phone. The choices seemed daunting until I heard about T-Mobile's free calls to five people thing. Maybe one day I will fill in all five of those spots. For now, three is good enough. I have to give T-Mobile a lot of credit for making the five-person calling circle thing sound cool in their commercials. They could have gone with "If five friends sounds like a lot to you, choose T-Mobile" or "T-Mobile, the network for loners" and I still would have come here first. I guess there's a reason I didn't go into advertising. read more

FAIL! T-Mobile in Mission Viejo Mall: They used to have an incredible manager there but she apparently was promoted..she always solved issues for me and gave excellent customer service on a consistent basis. BUT now her replacement, I forget his name, is so caustic and rude...it is UNBELIEVABLE THAT HE GETS AWAY WITH HOW RUDE AND ABRASIVE HE IS! He always turns situations around and makes it about himself...he never resolves anything and just yells and becomes ANGRY...just makes the situation worse! T Mobile service is already HORRIBLE ENOUGH..this guy is like gasoline on a fire! He doesn't know how to handle customers! I NEED TO REPLACE T Mobile with a provider that can provide the services I pay for and who cares about me as a customer! HORRIBLE SERVICE! HORRIBLE CUSTOMER SUPPORT! GO ANYWHERE OTHER THAN T MOBILE AND THEIR STORE IN MISSION VIEJO MALL! NIGHTMARE! read more

Anthony is the best!! He is very helpful and let me use the store phone to contact my family when I my phone broke. I highly recommend him for all of your T-Mobile needs!!! #theBEST read more