Idk what it is about this location but everyone here is so friendly and it's so refreshing. Especially when tech and phone issues aren't the most fun to deal with sometimes it's really important to have friendly and engaging staff. Hassan spoke to me for like an hour while we waited for my phone to update and I appreciated it! read more

This review is based off of two visits, one for a phone upgrade and the other to switch to their high speed internet. My phone visit I was helped by a gentleman who was polite ish!! Let's just say the BARE minimum of the definition ( we can leave it at that) once my phone was transferring data which could take up to 20 minutes he left me to help other customers, okay I get it. Never checked back with me, he looked in my direction several times and ignored me , once the data was transferred I got the attention of a female associate who helped me with the final steps, she was friendly I wish I had her from the beginning! I took my phone and accessories and walked out right In front of my salesman and didn't say a word to me. THAT VISIIT was the reason for three stars second one was a 5 star visit! Picking up my Internet package, the female who helped me was so nice answered all my questions and had me in and out in no time . read more

T-Mobile - Mobile Phones Near Me - Phoenix, Arizona

Good luck. Hope you don't have an issue with your bill because they don't care. Not exclusive to this store. It's the entire company.

Today was supposed to be a beautiful moment. I walked into T-Mobile with the intent to surprise my mom -- to treat her, to show her she's loved. I walked out frustrated, disappointed, and honestly heartbroken that what should've been a feel-good memory turned into one of the worst customer experiences I've ever had. T-Mobile -- what happened to you? You used to stand for something. I remember a time when your brand meant care, simplicity, and service. Now it feels like I walked into a retail graveyard staffed by people who either weren't trained... or just didn't care. Daisy, the main rep, seemed completely out of her depth. I genuinely tried to give her grace, but when I -- the customer -- seemed to more about what was going wrong than she did, something's off. The phone wouldn't update due to full memory, and instead of addressing that, she just kept tapping the same button to update an app -- over and over -- like she was waiting for a miracle. It wasn't troubleshooting... it wasn't creative problem solving... It was robotic, vacant, and frankly alarming. She didn't look like she was all there. Then Xavier, aka "X," stepped in -- and somehow made it worse. His contribution? Telling us: "Everyone loses info when they get a new phone." That's your customer support strategy? Disregard, deflect, and disappear? I've transferred form device to device plenty of times and never missed info. Just boils down to how much you want to try and help. And as if to underline how little we mattered, he warned us WiFi would shut off in one minute -- then vanished behind the back room and killed the signal. You know what that communicates? "We don't care. You're not our priority. Good luck out there." T-Mobile: this wasn't just poor service -- it was a masterclass in how to destroy brand loyalty in almost two hours. I didn't just waste time or money today. I lost a moment I'll never get back. And I want someone at the top -- not just support, not just management -- but someone who still remembers what this brand used to be to ask themselves how many other customers are being driven out the door like this. Because if this is your standard now? You've stopped being the "Un-carrier." You've just become another soulless corporation. read more

Minimal is the word I'd use to describe the service provided at this store. T mobile needs to go in and train the young people that work there. I'm not blaming them because they are young. Train them so if they give customers the most basic of service (two or three sentences) more might be needed. This is why I left Verizon. Taking time out of a busy day is necessary. Yes, you might have to wait...that is also ok. But where it goes from there in this location is not. I base this on the last five trips in there. read more

My mom and I had a great experience here. She had a really old iphone and needed a new one. She was able to trade hers in and get into something that she could afford. Linette was awesome. She was friendly, professional and helped us understand the process. read more

Went in here to update my WiFi router. Customer service was poor but I got what I needed. It's not terrible but I'll seek another location next time. I don't like feeling like I'm bothering someone just for doing their job. read more

stay far away from this TMobile location. I went in this week and got a new phone. They said they could sync all of the information messages from my old phone onto my new phone. New phone cost $600 by the way. It took them over five hours to try and sync everything I went back to pick up my phone and they said everything synced over just fine. I get home. I have none of my text messages. Half of my contacts are gone at least eight of my apps were not synced over with the login, information, passwords, etc. Total waste of my time and it is taking me forever to get everything back on. Zero stars. read more

Unfortunately bad experience. I need a new phone and bring my old as a trade in....Was three times in store, representative Junior asked all my info, photo/scanned my ID, checked my account and plan, and confirmed the price for my used phone.... When I was ready to pay he recognized that my plan does not support this amount of $ for my used phone. Really? Three visits to recognize that you should see in my first visit after checking my t-mobile plan... ABSOLUTELY unprofessional seller. read more

I visited this location on Wednesday to get assistance as my account was charged $220.00 for a non-return fee despite returning both gateway modems in store to this location. The representative Antonio assured me that there is nothing to worry about as this happens due to a disconnect between the store, the warehouse, and customer service. He informed me the Manager Jason would call me on Thursday to fix the error. I called the store on Thursday and was told Jason was in a management meeting from 8 am - 4 pm and would not be calling even though I was promised a phone call by Antonio. I spoke to another manager Lexi, who seemed helpful but was unable to help assist. I was then promised to receive a call from Jason on Saturday. Long story short, the manager Jason NEVER called. The staff just tell you what you want to hear so you no longer bother them and provide unfulfilled promises such as call backs. Lexi was the only individual that actually did call back as promised to try to help assist. Thankfully after filling several complaints online with too T-mobile executives and with the BBB I was able to get the issue resolved. It's sad and disheartening that staff only care about a pay check and not actually helping customers when it's the companies error that was made. I've been with Sprint/T-mobile for over 20 years however after this experience I am considering canceling my account and going with a different service. I highly discourage anyone to go to this location for assistance! read more

F*CK OFF T-MOBILE. YOU GUYS ARE THE WORST!!!! I canceled my account over a month ago and yet I'm still getting billed $61.60 for an account I no longer have. I have talked to two representatives and been into your stupid store and I'm still not getting anywhere. I have returned my device. I don't have it and yet there is no solution other than to dispute this transaction with my bank. I've been in touch with someone named Mike and someone named J and they both told me that my account was canceled. And yet it's not. Now I called because I can't login because I am no longer a f*cking customer. The stupid rep can't find my account because I don't have the original phone number to your crappy WiFi. Good riddance read more

if they don't see your name in their system they will turn you away. i called customer support and they told me to go to another store. they should've been able to call their support lines and helped me out since all I needed was a screen protector and had insurance. I DO NOT recommend this place, get the GM if you need to. read more

Shoutout to Brandon at T-Mobile for helping me with my phone in less than 30 mins after being on the phone with customer service for 5+ hours! read more

I had placed on order on the T-Mobile site for a phone for pickup at another store. That store cancelled the order because they didn't have it in stock. I called 611 and a gentleman with T-mobile tried to locate another store in the area with the phone. They called this store, the Camelback location, and a lady confirmed the phone was in stock. I tried to place the order online and the T-mobile site stated the store did not have it in stock. I called the store and spoke to the same lady and explained to her that my son was on his way to pick up the phone. She confirmed that the phone was in stock. Guess what, when he got there a few minutes later, the phone was not in stock and so they proceeded with the upsell on a phone that cost $300 more. read more

Ordered phone for son's gift. The order was never processed. I'm sure he'll be sad he doesn't get a gift on the special day. Thank you T-Mobile for failing to execute and then not offering to do anything to help correct it. read more

MANNY is awesome! I am on a family plan and my phone happened to get cracked when I dropped it and then the speaker went haywire and those I called could only hear me on speaker. My very amazing boss bought me a new iPhone from Walmart and it was very confusing as to if my current plan could be used with the new phone and if so, what was the best way to do it myself. The people of Walmart had said I needed a separate plan thru the service provider, but the service provider happened to be my current provider (T-Mobile!!). So after googling and hearing so much feedback that differed, I decided to just call a local store and ask. Manny answered the phone and understood immediately what I was asking and provided me with instructions of how I could do this myself! Obviously I know to change the SIM card, backup my old phone, but I didn't know that for iPhones I had to do an extra step in order to have everything transferred. He explained it all very easily, and after much wasted time asking others, I finally had the CORRECT instructions. Manny didn't get anything out of this. He just provided patience and stellar customer assistance. Also, prior to being on my family plan, I paid almost double with Verizon for years. I was scared to transfer to T-Mobile, but besides some spotty areas, everything has been great! Thanks T-Mobile and THANK YOU MANNY!!! read more

T-Mobile - Switching over my old phone with T-Mobile service to a new store bought iPhone while being able to keep my current plan! - Mobile Phones Near Me - Phoenix, Arizona

This is starting off rocky! I hate these stores and there's always a fool who sees people waiting and he/ she walks up to a rep and start rapping... and the rep engages and gets his needs met. URGH! Then there's the rep who looks up AFTER you walk in and cheerfully says, "Welcome In! Well put you on our wait list. It'll be about 20 minutes. " Yet, I was greeted like, 'And you're here for?' LAWD! We'll see, how this will turn out. I'm going to be patient. If course, I got an email to switch to the T Mobile experience which you can't take car off on the phone. Urgg!!!!! read more

Although I have moved out of the neighborhood a number of years ago, I still consider this location "my store" as I have always gotten excellent service there and have always been treated with kindness and respect every time I am in the store. Shadi is my guy and has been for many years and because of him, I go out of my way to go to this location. He's the absolute best. However this post isn't so much about him as it is about Danny - "assistant store manager." I needed a phone charger so I stopped in the store on October 18th to get one and Danny helped me. I told him I needed three things - the charger, an explanation as to why my phone bill changed and to see Shadi. He helped me with my first two requests and then literally refused to go in the back and get Shadi "because he was at lunch" so I could say hi to him. Danny flat out said no he wouldn't do it when in reality - it wasn't his call to make. He could have easily been kind to an old woman like myself and gone in the back to ask Shadi if he wanted to come out and say hi. The reason I wanted to see Shadi was because as I said, he's "my guy" who has helped me for many years and the last time I saw him, I was literally on my death bed. I was a very sick woman on oxygen waiting to have a lung transplant. Thankfully I did receive one and am doing 100% better. All I wanted to do was say a quick hello and show Shadi how well I was doing. I was really upset when I left the store. I couldn't believe Danny wouldn't do that for me. As I was leaving, I told him customer service goes a long way as does kindness. read more

We all remain connected in many ways and for most of us through cell phones. And most of us end up upgrading our phones or the dreaded switching service providers which is what I faced recently. Many years ago when my Daughter had just graduated high school she asked me to join her service to lower her rates and I just paid the bill for both of us up until she was married. But I remained on that duel plan for several years and decided to make some changes. That's where Shadi Bushara at T-Mobile comes in. My busy Daughter was required to be present as we shut down one plan and I got a new phone and plan. Shadi moved me through this somewhat arduous process with great ease. I do appreciate it read more

Keep an eye on your phone and don't let them take it out of your sight without your permission. I had a sketchy situation occur and have learned my lesson when dealing with t-mobile stores to be adamant about them not taking your phone out of your sight. read more

Big thanks to Luis & Cameron for the great service & help getting me switched over from Metro to T-Mobile. The process was easy & they took care of every detail. I would definitely recommend this location for anyone looking to go with T-Mobile. Thanks again guys!!! read more

I came in for information regarding using my phone in Africa. Devon went beyond helpfulness in not only providing the answering, but he maximized capability of my phone, expanded my knowledge of the phone's capabilities, and got me the credit on my acct. for switching to pre to post pay. He made me feel like I was only customer in store. I have found that in this particular store customer service is always excellent. read more

I have been trying to switch to T-mobile from ATT. Started a conversation on July 15 and after 2.5 hours told the salesman that I needed to continue this at another time which he replied that he would call me in the morning...never happened!! Then on July 18 I called back and spoke with Customer Service who said the same thing and again..Never happened. I guess that T-Mobile doesn't want our business so I'm sticking with ATT read more

I would like to personally Thank Danny Rosales for his assistance at T mobile #8495. I also would like to give Mayo Soto the Thanks they both deserve for showing me patients, excellent customer service and taking their time with me. Not everyone has that good manners. read more

A great tech at t mobile Mayo Soto Helped us with new phones A great company hires smart helpful people like Mayo. read more

This location seems to hire for customer-service skills and great personalities. I recently went to upgrade a phone which I was dreading since my experience with other companies has been less than great. I hadn't upgraded my phone in a while. This was the fastest, most exceptional in-store experience ever. The in-store sales rep, Mayo, had amazing patience and such a positive attitude. He explained all the many (somewhat confusing) options clearly so I felt good about the decision I made. My phone was upgraded and ready to go in a short time while I was waiting. No painful hanging around forever in the store or coming back. In the meantime, Mayo showed me the new features of my new phone - which were significant since I hadn't upgraded in a while. I came away with an excellent impression of TMobile and the people it employs. I'll feel good about my auto-pay each month because of my positive in-store experience. read more

I have been a customer for approximately 16 years. I have for several years had problems to log on the web site. I always have to call customer service in order to view my account. I tried to log on today and after I fill in the info it then tells me "Page not found. Sorry, we can't find the page you requested. +Please use your browser's "back" button or try another link from this page" I keep doing this but still the same results. Anytime I call for service on my account it is another nightmare. Either I wait forever or if I try to schedule a call back it says the first available is like at 1 am. If I am lucky enough after a very long wait to talk to someone and then try to logon while on the phone I can usually get on the site. The only good thing is that I have all the phone services I need for less than $25 a month. read more

Many thanks to Shadi for taking the time to answer my many questions over the phone regarding using an existing T-Mob SIM (from a cheap feature-phone) in a new smartphone, but with no data plan. (Pay-as-you-go only.) The cherry on top was Mayo setting up a new Moto G6 for me on a gray, rainy Dec 31, adding a new SIM (set to my T-Mob number), and going above and beyond in terms of courtesy and service. These fellows seem to also have a good understanding of the concept of customer retention and they get bonus points for no pushy upsell! Grade: A+ read more

Unfortunately the T-Mobile phone service was TERRIBLE. Dropped calls, poor reception, etc. Had to switch back to Verizon - costs more but it WORKS! read more

This is a great T-mobile store!! Amazing customer service,personable,honest. They resolve any issues and give great advice! Erica is amazing. Thank you for being so helpful! read more

Wow this place sucks. Switched from AT&T (and lost my grandfathered in unlimited data) to T-Mobile and went here for help. Because they didn't know what they were talking about, I had to return 3 more time to get things working. -signed me up for a pre-paid month to month plan when they said I couldn't do the monthly plan that I wanted. (Even though it was on the website that I could). When I got the fixed with T-Mobile direct- they didn't want to refund me the entire month since I was on the plan for less than 24 hours. So trip 1 to get reversed. - SIM card I had said would work for wifi calling. It didn't. So trip 2 for new SIM card. - phone I had (iphone5), they said would work for wifi calling. It doesn't. 5c,5s and 6 do. So had to go back to get a signal booster. Trip 3. And now the best part. They ring me up incorrectly so they refunded the signal booster and sold it to me a second time. I got a text message saying I was returning a signal booster and had to mail it back to T-Mobile. When I brought this up to the manager his name is Dan, they all assured me that I would have zero problems and they would just sell me the same signal booster again and everything would work out. Now months later after multiple calls to the store and T-Mobile, I'm getting charged for the signal booster and it's deactivated so I won't even work, and it's all because they messed up and triggered the system to thinking that I wanted to return it. I was worried this would happen and brought it up to him but they assured me everything would be fine now I'm paying almost $400 and I have a signal booster that's not working and I've spent over 12 hours on the phone with T-Mobile direct trying to get this fixed so if you don't want to get screwed over, and to the point where you want to stand in the middle of the freeway to fix this problem stay away from the store. But that's just my advice take it with a grain of salt. read more

I walked into this store today. Jan 10th 2018. I had my 13 year old dog with me. She was on a leash and she's very well behaved. I gave the guy at the door my name so that one of the TWO people working could help me when they were finished with other customers. As I was giving him my name, a woman (one of only two working) made a snarky remark that I could tell was directed toward me, but I since I was speaking, I couldn't hear what she said. So, I asked the man: "When I walked into the store what did that woman say?" He replied: "She said, I didn't know we allowed dogs in this store, I think I'll bring mine in with me too" I wish I had gotten her name before I walked out. But I am sure that Corporate will have no problem finding out who she is. (my next letter will be to T-Mobile's Corporate Offices) I stood there for a minute or two and thought... #1. Is this a place that you want to do business with? #2. Do you want that woman to "assist you"? (& by assist, I mean help me by having me sign a binding contract to give T-Mobile thousands of dollars over the next 2+ years?) This was my answer: I went down the street to VERIZON & I was greeted at the door by a woman who was kind & gracious. Despite being busy I didn't have to wait to be helped. What was I thinking going into T-Mobile to begin with? Don't waste your time, sooner or later you'll be sorry you did! read more

Let me start by saying that I think T-mobile is the best mobile network in the country for anyone that travels in and out and that I had gone to this store a multitude of times before having this wretched experience. This was the only store that I would frequent for anything mobile. Shadi had helped me out a lot, was a nice guy and was very knowledgeable. Upon returning home from a trip (where I had gotten my phone stolen overseas), I went here immediately for help. The young lady that helped me was kind and since both of our families were from the same place in Mexico, we got along great. I asked for her advice on what to do since I wasn't due for a JUMP until February and I got back home in November. She said that I could make an insurance claim and have a phone sent to my house and then JUMP it in Feb. (For those who don't know, JUMP is the T-mobile insurance plan and, in this case, JUMP is the act of upgrading without a contract). I was sick of that phone and I really wanted an immediate solution (to have a phone on the spot since I hadn't had one for a few days by then), so she suggested getting a new phone right there and then and then making the insurance claim in February to make the JUMP. I agreed and left the store feeling happy. I went back in February and they denied my claim because my phone had gotten stolen a few months prior and was not reported during the allotted claim filing period. You have got to be effen kidding me. I said, "Look guys, I am not trying to shoot myself in the foot here! Why would i try to sabotage myself?! There is clearly a miscommunication!" They said they would talk to said associate and would contact me to fix the problem. A manager was there and even he had said that it wasn't fair for me to have to pay for two phones because of someone's bad advice. Guess what? I got a phone call and was told that I will be stuck paying for two phones because that young lady (that provided me with incorrect information), had denied that she ever told me this. I will never go back to this location. I have told people to steer clear. I now go to the location on 7th ave and McDowell where Joaquin as been wicked helpful. I am not happy that I am stuck paying for two iPhones. Not one bit. Especially since I just lost one of my jobs. read more

Jarvon, you were pretty badass. I am a large pain in the butt (I know this). But you were patient, helpful and funny. A+.

I went to your t-mobile store on 20th st. and highland trying to order a iPhone 12 pro.I went to several t-mobile stores and they tried to get it ordered and when they hit a snag after a half hour they just gave up and sent me to another store.Thank god they sent me to the T-Mobile stare on highland and 20th! Mayo Soto is the representative who assisted me. He was amazing! We keep hitting snags but he was relentless with the idea that somehow he was going to stick it through and he did.Ramiro Sanchez was the one who came up with the solution to buy the phone from my phone and we did that but when we tried to finish and pay the phone it asked for a code to unlock the phone and I about gave up but they didn't. I think Ramiro Sanchez somehow was able to find a way to get a code to unlock phone and finally allow me to purchase the iPhone 12pro!! Cameron Limberg the manager also helped both of them to brainstorm and together see this through so I could finally complete the transaction. The entire time trying to get my phone took almost 2 hours I just moved to Phoenix and in that 3 months I have never seen any store out here that comes anywhere close to the team work to finish and complete the extremely tough stuff and them endured last Friday.What these 3 individuals did for me that day I have not found in any retailer out here!! I'm a customer for life and I've already told my friends and family about my experience and they thought it was amazing too. If I were the owner of this store I would definitely want to make sure all 3 stayed there for a long time because what I experienced last Friday was incredible!! Jeff Lorenger thanks again read more

David and Ely r. We went to the store to buy a new phone; A young lady her name is ADARI help us very well: She went to our account and recommended a diferent plan that was better for our family., at the end we get a new phone and a extra phone line for less money that we were already paying. ADARI was very attentive and helped transfer all my info from old phone to new one and explained very detail of our new plan and function of my new phone. Best custumber service we've had a T-Mobile; we are a long time Customer. read more

This is by far the best T-Mobile store to go to. Shadi has been the associate that has helped me for the past few times I've gone. He does an excellent job and is so nice! Wonderful customer service. read more

I was getting a phone for my mom who is not good with technology. The employees who helped us were very patient and took the time to teach my mom how to use the phone. Great experience. read more

The team members at this store are always so helpful whether I need a new protective case, help with contacts/phone questions or other products! Carlos helped me on my last visit and did a great job! I liked how I was immediately greeted when I entered the store, someone came right up to see what I wanted/needed and put me with the right person. I was in and out of the store in less than 5 minutes with the item I needed! read more

All I can say is WOW! I've called this location several times over the past week and reached a representative only once! I've called close to 20 times! They never pick up and if they do, they hang up right away! Poor customer service! Ridiculous! read more