Everyone we had contact with here was friendly and helpful. I'd been locked out of my iPhone and Apple replaced my "mother board," and needed to have my phone number added back on (I couldn't remember my 6-digit PIN). Was thinking we were going to have to talk to customer service, but AUSTIN took care of everything for me...everything. My brain wasn't braining (disconcerting how lost I was without my phone), and he couldn't have been kinder! Calmly handled it all and made sure all was working before we left. Austin is a gem! read more

BEWARE! This store will slam you into applying for a credit card! I came into to simply buy a new SIM card I had lost. I had a question about my bill. After looking at my bill, I realized there was not an issue and understood why the bill was hire than I thought. Sean, the manager, told me he wanted to check to see if I could earn some savings. He told me to open my T-Life account. Shame on me, I stupidly did it. He started pushing buttons in my account and said, "I can save you a lot of money. I just need to verify that the Social Security number we have on file is correct." STUPIDLY, I gave it to him, though I knew it was a BAD idea. Next thing you know, Sean is showing me that I will save me money by using the T-Mobile credit card for autopay. HE SLAMMED ME RIGHT UNDER MY NOSE. He applied for a credit card without my permission! I was shocked and told him how dare he (I may have dropped an F bomb). He said, "This doesn't affect your credit." Lifelock contacted me immediately asking if I had applied for a T-Mobile Capital One credit card. So, um, Sean you're dead wrong. Turns out, he is being instructed by corporate to do this. I am contacting an attorney. BEWARE!! read more

Miserably slow, understaffed, needs upgrading and needs more employees. Some are awesome and helpful.

Amber helped us -- she was amazing! Extremely knowledgable and was so patient with my family while we were being indecisive about which phone to upgrade to. The phone was out of stock so she also helped find which other locations we could pick up from day of. read more

Shout out to GABRIEL. I went in to upgrade my phone and Gabriel assisted me from beginning to end. He was super helpful, knowledgeable, and patient. Give him a bonus asap! read more

Extremely helpful. We came from a prior location where they unfortunately couldn't solve our problem. Ben gave us different helpful options to choose from for our problem. He was patient and was eager to help us and solve it for us. Which we did! Thank you so much Ben! Definitely will continue to come to this location when needed! read more

Austin helped me out and he was the best! Very knowledgeable and super helpful. Was fast and efficient! Would definitely recommend coming to him with any phone problems :) read more

T-Mobile - Mobile Phones Near Me - Pasadena, California

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I had a situation come up shortly after switching to T-Mobile, and while it was frustrating at first, the team at this location ultimately took the time to help me and make things right. The associates who assisted me -- Amber and Didier -- were professional, patient, and willing to work with me until we found a solution. I really appreciated that they didn't rush me and made me feel heard as a new customer. By the end of my visit, I felt valued and supported, which made a big difference. Thank you to both of you for turning a stressful moment into a positive experience. I'm grateful for the help and the care you showed. read more

Overall, great customer interaction, friendly staff, unreliable service and questionable accountability with the T-mobile rep named Ben. I went to sign up for T-mobile because a friend recommended T-mobile as a convenient mobile service for international travel. I was convinced and went to the Old Town Pasadena location. I was met with the rep Ben, who was notably very friendly, and seemed very helpful. Initially, he was very helpful, walked me through my phone transfer process, helped me set my phone up including helping my mom and sister with their set up over the phone. This all seemed 5-star up front, I was definitely impressed by the initial service and I'm sure you would likely fall for the same tactics, or it could have been me being too naïve subsequently during the rest of the interaction. He recommended that I add a 5th line for a discount, and a "protection" plan for my phone, and he stated that "it is better than apple care". I told him I have my Amex card to cover my phone and he stated that this "T-mobile" coverage would offer more than the AppleCare + Amex Platinum coverage, so I ended up getting it. Additionally, he lauded the fact that each member of the family plan would get a $200 gift card from T-mobile that can be used at T-mobile shop or online any time as long as we stayed customers. Up until this point, everything was going really well, or so I thought. After I got home and did some research, the first unfortunate realization was that the T-mobile protection plan Ben had convinced me to get was in fact not better than apple care + amex platinum benefits, contrary to what he claimed. I decided then that I would call him the subsequent week when I had more time during the work day and when he's working in order to cancel the 5th line along with the protection plan. However, when I called him, he told me that he would appreciate it if I could stay on the protection plan and keep the 5th line for 2 months since he would benefit from the referral, or something to that extent, and did not want me to cancel. I didn't expect this push-back and so my "introverted" side didn't want to confront him about it at that time, so I told him "fine, I'll wait until end of next month". Fast forward, I was able to cancel it but ended up paying a total of over $40 for 2 months of service I didn't need for "his benefit". What was more troubling to my realization later on was the fact that he either lied about the gift cards or he didn't know what he was talking about at the time he was advertising it to me. The gift cards were not sent to each family member on the plan, it was only sent to me, and when I inquired about it, apparently it was only a one-time $200 gift card to the primary account holder. Although $200 to each member was probably too good to be true anyway, the fact that he told me each person would get $200 gift card was by principle dishonest or lacking accountability in what he was advertising. Furthermore, I had held off on purchasing anything from the T-mobile store because I took him on his word that the gift card had no expiration date...however, when I tried to use it 9 months later, it said that the gift card had expired 8 months into the plan. This was again, another deviation from what I was informed. Overall, great first impression, great in-person customer service up front, but my experience has proven to me that trusting customer service agents at this T-mobile (if not all phone companies) is fraught with risks. My experience has certainly reinforced the fact that we cannot believe what a representative says and need to verify and re-verify information that we get from sales reps since they don't seem to have much accountability and certainly knows how to fabricate information to convince someone to spend more to benefit their bottom line. Take-away lesson for you all: figure out what you want before you go to the store. If you didn't want it in your research, you don't need it when they try to sell it to you. It is highly unlikely that they'll sell you something that's truly beneficial to you; it's really for their bottomline. I believe this to be true of all sales people nowadays. I will certainly learn from this experience. (Also, use your benefits early; even if they say it will not expire, it probably will.) To explain my star rating, 1 star for good initial impression, 1 star for efficiency setting my phone up, 1 star for clean and comfortable environment, minus 1 star for lack of accountability and sales tactics, and minus 1 star for lying about the gift card. At the end of the day, trustworthiness and accountability are important qualities for loyal customer base. read more

Austin was extremely helpful to me and my dad! He was super kind and patient. Thank you Austin!

Ben is awesome! We went in tonight I buy a new iPhone and we were thrilled to see Ben who helped us move over to T Mobile two years ago. This guy is awesome! We loved working with him last time and this time he was just as awesome! Excellent service. He knew what he was doing, got us what we needed, was friendly and patient as we debated which phone to get. It is so nice working with happy people that like their job and know what they're doing! He's amazing! read more

Amazing experience ! Big thanks to manager Sean. He helped me and my family take advantage of promotions we found online. Super friendly staff and accommodating . Keep it up read more

I've been a Verizon customer for 23 years and it took a lot to make me leave but poor service in my neighborhood and constant overcharges finally pushed me over the edge. Ben was so incredibly helpful and patient while I made the switch to T-Mobile. He offered to assist me about 10 seconds after I walked through the door. We had a bit of a difficult time setting things up at first but he helped me navigate an incredibly annoying situation and then get my phone set up to still have my old phone number and switch to t-mobile service. I considered upgrading to a new phone but when I decided to wait and really appreciated Ben wasn't pushy at all about getting a new phone. He was so helpful and easy to work with! I'll be back to this location when I decide to upgrade eventually. I'm thankful this store is still here.. I tried to go to a t-mobile in Eagle Rock and both locations were closed! read more

Worst customer service ever!!! There was like 7 people waiting for service for more than 45+ mins and employees like Sean and Cindy along with another girl were just walking around with their tablets acting confused. They are extremely unprofessional and had to leave after waiting for an hour. I even stepped out for a bathroom break took like 20 mins and I still had to wait more before leaving. ALL I NEEDED WAS A SCREEN PROTECTOR read more

Caesar, Was very efficient and patient with me. He resolved the issue I was having with my Galaxy. read more

This place is terrible. Customer service sucks so bad I waited 2 hours for them just to get to me. All personnel were so slow on assisting customers! read more

Great service and convenient location! I received great and kind service from Jailin Martinez at this store location in the heart of Old Pasadena. She not only helped me with all my questions, but offered me a free water bottle after the fire storm. Thanks again! read more

Couldn't be any worse. After being there for over an hour neither Cesar nor Jailin could figure out how to transfer data from my old cell to a new one. Isn't that a basic part of their job? And they didn't even try to contact a supervisor (who wasn't on site) or tech support to help me. Tomorrow, I transfer to a new carrier because clearly after over a decade of being a customer, I mean nothing to T-Mobile. Maybe they'll think differently when they learn that our statewide organization has an account with T-Mobile with hundreds of phone lines. Well, we do until tomorrow when I change that plan too. read more

Manager, Sean, amazing. There's no location in San Gabriel or San Fernando valley that can compete with this store. Team was excellent. Ask T-Mobile Chris, nothing but hustlers, here. I recommend this store over any store in the vicinity at 5 to 10 mile. read more

Ben continues to be a support and helpful, beyond the online chat service!! Thank you for your honest advice and continued service. We appreciate talking to a person! read more

man they helped me with a problem even apple couldn't do and the person that helped me name was Cesar.

Service has gotten worse by the month. Everything could be improved, but the billing is the most obvious area. Independent auditor needed. read more

Sandra and the other guy with eye glasses ( unfortunately I forgot his name ) were very helpful. Not only they were so friendly n helped me w better option for my plan n they were sincere. I went to other t mobile store n the service was awful. For ex: like other branch I asked if there is a plan that I can lower my plan rate. They said none at all but on the website itself there are other options. I went to Colorado branch cos I couldn't decide what's better for me , Sandra n her colleagues were so helpful n gave me options. I highly recommended this branch if anyone needs help w their plan. In my opinion great service makes great company. Thank you Colorado t mobile branch . read more

They don't close at 8pm! Total garbage service. I stood outside at 7:25pm and the doors were locked and not even the security guard would come and greet me with why they locked the doors early. This was unacceptable! read more

Amber is nice, and she helped me to fix my issue quickly and simply. The service improved . read more

T-Mobile - Mobile Phones Near Me - Pasadena, California

The guy in charge shouldn't be in charge. Poor service installed my protective screen like a total rookie didn't take his time and didn't want to attend me now I gotta go to another T-Mobile so they can hopefully do a better job read more

T-Mobile - iPhone 15 - Mobile Phones Near Me - Pasadena, California

The service at this T-Mobile location is extremely disappointing. The staff deliberately waste your time, taking long breaks in the back while customers wait. Even when they see you standing there, they don't seem to care. I've been waiting for one hour with no help in sight. The manager is just as bad, hiding in the back with the rest of the staff and showing no concern for the poor ratings or customer frustration. read more

Manager Sean was trying to upsell me a warranty on my phone. I denied it. I left my phone out of my sight for one second in the employee and manager possession while speaking with my family, and suddenly my phone has a crack on the screen that was not present before. It appears as though someone dug their thumbnail in the corner. Sean whispers something to the female employee, and they say the phone is no longer worth the original amount and the only way they'd accept it is if I upgrade to the NEXT plan. I had gone to the Apple Store down the block only 15 minutes beforehand and my phone was deemed to be in perfect condition. Awful customer service and attempts to manipulate customers into purchasing warranties. I immediately left as I wouldn't trust my items in their possession. I feel like even the employee was ashamed of her own manager, she was trying to be helpful, but unfortunately the manager only cares about upselling people and increasing profits (they earn commission) after agreeing on a deal. read more

Yes, there is 10 employees at the moment working at the T-Mobile on Colorado out here in Pasadena California and I just wanted to report there's literally only two of them young ladies working. The rest of the employees are lodging in the back hanging out there is a lobby full of people that are not getting any type of assistance and it's rude. We've been here for over an hour. Employees are allowed to take breaks, but they are not serving the customers at all whatsoever I will make a remark. Ashley has been very gracious, extremely helpful And that is about the only person that has been assisting us. We've been here for an hour. It is March 8th and it is now 5:37pmZero stars will never be returning again and I will be reaching out to corporate to complain! read more

T-Mobile - Mobile Phones Near Me - Pasadena, California

Came to an empty store to inquire about their plans. One employee busy playing with her phone. The other employee eventually asked if i need help. I asked if he could show me the plans. He asked twice if i wanted prepaid or postpaid to which i said i don't know yet, please show me both ? He then said i could go online to check them. When i passed by 15min later i can see that Douglas is still playing on his phone rather than helping clients. read more

They really do not know what they are doing, or they simply do not want to do their job. I got T-Mobile home internet from this store, the rep told us that we can return the equipment to any T-Mobile store if we decide to not use it any more. I tried to drop off the equipment at another store, I was refused and told that I need to return it to the original location, so I came back to this store to return it, the rep completely changed his story and told me I have to cancel online and return it via the mail, they are not able to accept the equipment whatsoever when it was clearly said on the website that option 1 is to return in store!!!This is such a waste of time, some basic training please T-Mobile! read more

T-Mobile - Mobile Phones Near Me - Pasadena, California

This is the best place to get every thing squared away with a transition to T-mobile. After spending TWENTY hours on the phone with T-mobile customer service (mostly overseas) who were generally nice, but very spotty in their ability to get anything done, I tried going to a non-company store in my hometown...no bueno. On the advice of a US customer service person, I headed to this store and Ingrid was so amazing, my husband and I have decided to adopt her! She went WAY over and beyond to make sure that our multiple phone upgrades, (two to out of state kids), line porting, multiple promotions, etc were all properly handled and we got every benefit and credit available. Sean also helped with the out of state phone upgrades, which was compounded by the time difference. Finally, Joshua was kind to handle to phone trade ins. For all the many hours I have spent to make this transition, I'm happy to say that this team made me a happy customer! read more

Terrible customer service in Old Town Pasadena. 80 E. Colorado. When I arrived there was no one in the store except for one customer who was being served, and two other representatives for the company doodling around on devices. I walked in and was ignored except a greeting from the guy who was actually serving the customer. One of the guys who initially ignored me decided to sign me in after I waited for help. Then I waited some more. He did not wait on me until another client came in, but he signed them in first. Then he decided to help me . I asked for an iPhone 11 and a senior plan, and he says they may have one in the back. He tells me the plan is $50. I replied that the website says it's $40. Then he back walks it with a bunch of bullsht. Saying he'd have to check my ID, I'd have to pay for the phone up front, and he'd have to do a credit check. What woman wants to lie about being old? And do I look indigent? I really cannot stand being ignored, upsold, and treated like a liar, so I decided not to go with T-Mobile. That child needs to learn some manners. read more

They have a really good customer service. They always give me the best deals at the store. Thank you T-mobile and all their workers.

Breanna is a gem! So courteous, professional, and helpful! I was dreading going in to the store based on previous experience with Sprint stores and was pleasantly surprised by Brianna's kindness and care. Thank you for making our experience so nice, Breanna! P.S. The greeter who took my name was also courteous - I appreciated his professional attitude. read more

Worse people ever went in about my phone being damaged got told I'm covered after they inspected my phone when I went to pick up my replacement they're like sorry not covered want insurance I was they told me it was covered all I got was sorry maybe buys new one then it might be covered but want insurance... Why do they hire kids that still that's just left high school not knowing what they doing .. read more

Everyone in this store is attentive. Shout out to Didier. He's an expert and was very helpful. He went the extra mile to assist me. Thank you Didier. You're the best. I appreciate your time to assist me with my new phone. read more

In shopping around for new cell service, I checked out this t-mobile store since friends recommended this carrier. Didier was extremely polite and knowledgeable as he explained the various plans and deals. I was especially pleased at how Didier was able to resolve a problem with my phone's e-mail app that my present carrier could not figure out. As a result, I'm switching to t-mobile when my current service expires next week. read more

I'm grateful to Ingrid for her help with my T-Mobile Business account that needed a change. She listened and helped me communicate with the business office. She and her manager went out of their way to make corrections and share options. Their patience and caring made this my "Home Store". Feeling very grateful read more

Marco was fabulous!! So appreciate his help and knowledge Lynda Sullivan read more