I didn't think someone could do worse than a cable company, but T-Mobile and this store managed to do just that. During my recent visit, I encountered a disinterested employee, another employee playing on his phone, and chaotic business records. As I left, the store manager asked if I was happy with the service. When I voiced my frustration, he looked down at his phone. I'm relieved that I no longer have to deal with this disaster of a phone company. read more

Came in yesterday and there was a huge line not moving (one of their employees hadn't shown up) and came back today when they are supposed to open (11am) and there is no one here. Is anyone going to open this store today? read more

Ed and Leroy were very helpful, as well as kind. All of my questions were answered and I felt a good communication. Highly recommend going to this location. read more

Terrible store. The staff never seem to know what they're doing something that should take 2 minutes ends up taking 25 because they're confused or stuck on hold. Incompetent service, I won't be coming back. read more

Initially, it's 3 pm and I lost my phone and needed a new one. I call my mom on my laptop and she calls customer service to help me after 2 hours waiting on the line for them to pick up. Just so that they can tell her to go to the store and add my name to her business account so that I can get a new phone. So now it's 5 pm, I figured I can go to the store to see a t mobile employee to help me. I went that closed at 6 I arrived at 5:30 the store no other customers and 3 employees doing nothing. I sat down with an old lady who is guiding my mom on how to add my name to her business account. She asks for my drivers liscense, my name, my phone number, and a whole bunch of other information. She tells my mom the only way to add me to the business account was to do it through an app. So she downloaded the app, signed in and didn't have the option to add any person to her business account. The t mobile employee suddenly gets confused and says has to call customer service to add my name. Even though the whole reason why I'm store is because my mom waited hours before on the line with the non existent customer service that told me to go to the store. So she calls again and it says the wait time is 30 minutes for a customer service employee to call her back. The store closes in about 20 minutes and the lazy t mobile employee at the store who's probably been on her phone doing nothing all day says that I need to leave if the customer service doesn't pick up before the store closes. Even though I'm sat down with her at a table and my mom on the line with customer service. So now the store closes and she kicks me out even though there's like less than 10 minutes left on the line for customer service to pick up. (Customer service never picked up) My mom is now in the process of switching providers because t mobile really doesn't know what they are doing Please do not choose t mobile as your provider unless you hate your life. read more

Rochelle is a rockstar! EXTREMELY helpful! Saved me a bunch of money off my AT&T phone bill plus a FREE iPhone 16 and FREE VR headset for my son! HIGHLY RECOMMEND THIS STORE! read more

Hours say open, the store is closed. Last week I totally got slammed and moved to T-Mobile, not aware of what really was being done, got stuck with a new phone, had to spend money when they said I wouldn't and it would cost less, the battery on the new iPhone 12 I got is already dead at 10:42am after being at 100% at 8:00am and with limited use, and now they're closed during business hours. Negative 5 stars for me. Update Jan 10, 2022z Still, after months now with TMobile...it's been as horrible as a service as you could imagine. Customer Service=F- Phone Service=F If you live in Venice or SM, reception for T-Mobile 5g, 4g, and LT are all horrible. The phone works half the time, internet loads like dial up, and half your calls don't even go through and fail. read more

See all

I needed a new 5G home internet and had been on waitlist for a long time. I stopped by the T-Mobile store on Main and Marine. I was lucky to have Ed Smith helped me several times. He recognized and remember me every time and was super helpful. He was polite, patient, knowledgeable on all products and services, proactive, and efficient. He gave me various viable options and explained the pros and cons of each one, and always had the customer's interest in mind. After he found out that my plan was available, he spent about 30 minutes going through all steps to make it easier for me to take it home and plug and play. Ed is by far the best Mobile Expert I have dealt with after visiting several T-Mobile and Verizon. He is a model employee. read more

I came in bent out of shape after haggling with Verizon to collect my receipt to initiate a rebate at T mobile. Ed, my in person rep was extremely helpful and after struggling for nearly 2 months I finally got it processed! Ed saved me over $600 and now I'm going to upgrade to a iPhone 16. read more

Tmobile bring back customer service representatives who live in America. Tmobile has the worst customer everrrrrrrrr. Their customer service representatives are all over the place. They don't speak proper English which is honestly pathetic. The customer service are all over the globe sometimes the you get some one from Africa, other times the Philippines and other countries. This is the worst company ever. read more

Fast, wonderful customer service. The store is clean and lovely and all the people who work there were friendly. Andrew helped me with my phone and he was warm, patient, and knowledgeable. (T Mobile you have a real gem in this employee!) A+ experience read more

Great Customer Service by Craig who helped me upgrade mine and my son's iPhones. I bypassed the T-Mobile store near my home to come to this store as it is a larger location, has parking (validation), and friendly service. My son goes to college in Northern California and he's been having problems with his iPhone 11. Since I couldn't get up there, I flew him home for the weekend so we could up grade our phones and take care of some other things. We walked in and started looking at the iPhones. Craig walked over and greeted us. I told him that we need new phones. He asked us what we wanted. I told him we wanted the regular 13. He asked us what color we wanted. We've always gotten black or grey. So we got a little adventurous. I picked green and my son chose blue. Craig went and got the phones and started the process. He took his time and was patient, in-spite of having problems with the tablet he was using, he remained calm. He asked us if we needed any accessories. We needed screen protectors and cases. I told him I knew he didn't have the cases we wanted. I had called the day earlier and knew that they did not have any Otterboxes. A lot of people think they are too bulky and cost too much! My son or I have NEVER broken an iPhone with them, and they are very durable. Worth the cost! They had screen protectors and we also got the new electrical outlet plugs that go with the new cords. Apple no longer provides both the cord and plugs anymore. It is an extra 20 bucks a piece for the plug. You can still use the old version, but this is supposed to charge your phone faster. Craig finished all the changes for both phones and we needed approximately 30 minutes for all of our information to transfer to the new phone. We took a walk on Main Street to pass the time. When we arrived back our phones were ready and Craig was nice enough to put the screen protectors on them. NICE! Happy I came here and I love my new phone. It was worth the 9 mile drive. Craig delivered on providing GREAT customer service. Thank You Craig! read more

Really bad costumer service. Transfer my phone lines to other numbers after I repeated and requested my same numbers. Had to spend a half day transferring then wait a whole day to clean up having to go to their store to clean up their mess with an unfriendly employee. Never again! read more

I received good service when I went to this location to get a Data-only SIM card. No real complaints, the team member was knowledgable and did his best to get me in and out quickly. Place was clean and COVID friendly. read more

Took about 45 mins to get my chip updated. The staffs are super friendly and the store was very clean and covid friendly read more

T-Mobile - Mobile Phones Near Me - Santa Monica, California

I've been a T-Mobile customer for 22 years and have been going to the T-Mobile store #100, at 3110 Main Street, Santa Monica, for many years. The other day I went to the store to pickup a replacement phone, ordered from the T-Mobile call center. My phone was broken and I was told that they would send the replacement cell to this store, for my pick-up. The manager, I think his name was Ray, was the rudest person I have ever dealt with at T-Mobile. I asked to speak to his Manager - he called her - Mayra Garciatarin - who refused to talk to me, but told them to give me her email. I emailed her and never got a reply. The store manager was arrogant, hostile and told me he wouldn't give me the replacement phone because I didn't get his permission to exchange my broken one - covered by insurance. The situation went from bad to worse and I left - called T-Mobile customer service. A nice guy named Roy, in Colorado Springs, immediately understood the issue and had a replacement cell sent to me, overnight. T-Mobile has aways been a good company to deal with, but my experience at this store, with this store manager, Ray, I think, and then with his NO RESPONSE Regional manager, Mayra, has made me consider switching to another carrier. The store manager really needs customer service training and I was surprised that he was so incompetent. That was, until I had NO RESPONSE from his boss, Mayra. I believe they should both be replaced with properly trained, smarter, nicer people. These 2 give T-Mobile a very bad reputation - read more

Kenny was excellent. He helped me transfer my data over to my new phone. Kenny was also very knowledgeable and friendly! The whole staff was really nice and they enjoyed each other! Rudy also was very helpful! read more

This was very unexpected but great experience at T-Mobile. Ali, Nick, and most of all Frank were super helpful. Frank helped modify my family plan by adding one of my Canadian shipmates on and I swear I've never seen my mate so happy by the service he received at the store, the service he can get with T-Mobile, and the cost of the actual plan itself. Being worldwide travelers in the cruise ship industry we all really appreciate an international plan like the one T-mobile offers. Many thanks to the dedicated employees in this store like these guys that make international communication much easier than before. Keep up the great work and thanks again for being so accommodating and answering every question we had with excellent customer service. read more

Tmobile store...everyone here is amazing!!! Starting off with Ed s. Key holder and Arturo second key holder...wowww five stars service!! I have been coming to this location since Patrick de Souza amazing store mgr help me....today I did not get a phone but i received great customer service from Ed...see Ed tell him you read yelp!! Peace !! read more

The customer service I received today from my T-Mobile sales representative Arturo was awesome. He explained all my options, offered knowledgeable advise and helped me make some challenging decisions. Thank you for the time with me today. I really appreciate it. read more

I showed up on a Saturday before Christmas to have an old Phone transferred to a New Phone on my T-Mobile Account. The Store Manager, Andrew Yoon , gave this 69 year old all the Service a 69 year old needed. Thank you. I am a Musician and I travel to Europe T Mobile has always been there for me. read more

The store is embarrassing. I went in to see if they could help me with a SIM card issue which i even called to see if they were able to do, which they said they could. Well I get to the store and they all basically were clueless about anything. Saying we dont know how to do anything and i would have to go to Apple,which was fail number one. But the big issue with them is that I know that sprint and T-Mobile have merged and I knew I needed to get it done by a certain date, which i wanted to confirm with them as they ARE EMPLOYEES of the company. They told me don't worry not till JUNE. Well today my phone is not working and they have stolen MY TIME. Worst store and worst customer service. Now i am seriously considering Verizon despite being a sprint customer since 1999. Go anywhere BUT HERE. read more

This morning, I woke up to find my phone was less than 2% in battery level and couldn't hold a charge to allow me to access my screen. Fast-forward to later in the day, I walked into this Venice/Santa Monica T-Mobile store and I was immediately greeted by Hector, who saved the day! I realized it was my cable that needed to be replaced, or so I thought, as we all know Apple chargers and equipment needs replacing. Today, I was proved wrong. After his recommendation of a more durable charging cable, I went to test it there in the store and it still wouldn't work. So here comes Hector and he said, "let me take a closer look at it." So I handed him my phone and he made magic happen. He is like the official phone doctor for this place. He took a microscope and saw the problem: a heavy build-up of dust! He removed it and then fine-tuned the mess by cleaning it with a high-pressure dust remover spray. Afterwards, I reconnected the new (and now old) phone cables, and voila! It works! So, I really didn't need to buy a new cable after all, but because of Hector's "going-the-extra-mile" in customer care, I ended up with two great things: 1) a cleaner phone, and 2) a charging cable that is miles ahead of the Apple Charger due to durability and convenience with the longer 4-foot cord! Because of Hector, I'm going to bring my future business to this T-Mobile location. Thanks again, Hector! 5-stars all the way! read more

WORST CUSTOMER SERVICE EVER. UNPROFESSIONAL AND AGGRESSIVE MANAGER. STAY AWAY. We went to exchange a warranty phone from this store, and the manager (Raymond Bravo) was the worst part of T.mobile. He did his best to give us hard time in exchanging a phone that was already sent to us from Tmobile. The phone is not working, and Tmobile is ware of that, but he made up a story that the phone needs to be fixed before the exchange. I can't believe that a person with such mentality Tmobile trusted to grant him a management position. Tmboile is exchanging the phone because it is not working and we paid insurance for that. So, how am I going to fix the phone and pay more money somewhere else to get it replaced at T.mobile. The weird thing is that the previous day, we were in the same location twenty minutes before they close, and they other crew member saw the phone and was about to exchange it with no problems, but because of the short time to exchange files, he recommended coming back the following day. Neither we or any of our neighbors and friends will EVER visit that location anymore till Tmobile replaces that unprofessional manager. It is all about customer service when they choose to put such a fool in such position. read more

I stopped by the Santa Monica-Main Street branch the other day to ask about the speed of T-Mobile's 5G service in the area compared to Verizon (my current provider). I told the bearded store manager that I'm currently getting over 1,000 mbps download speeds with Verizon on my iPhone 12 Pro, and he refused to believe me, even after I showed him live Ookla Speedtest results. He tried to dismiss me by saying the download speed numbers were not local but from a Verizon tower in downtown Los Angeles, which is not true at all! In fact, it was an outright lie. I then showed him the Verizon 5G coverage map indicating that 5G Ultra Wideband is currently available in parts of Santa Monica and Venice, including the Main Street location of the T-Mobile store. He still stubbornly insisted that my results were phony. So I asked him to show me T-Mobile's 5G speeds in the store location and he refused, claiming that speed tests are inaccurate! Clearly, he was embarrassed to admit that T-Mobile's 5G speeds are inferior to Verizon's. He couldn't have been more arrogant or rude. read more

I went into the T-Mobile store on Main St. in Santa Monica to move from Verizon to them and to buy a new phone. First, I was promised a rebate on a monthly plan, then when I agreed to sign up it vanished and was not available. Then, the representative helping me began speaking with her "assistant manager", whose name plate read "Marvin". He did not even look at or acknowledge me (a new customer coming over from another company!), and took over the sign up. He either did not answer my questions or gave monosyllabic answers: yes/no. He gave me NO information about my new phone not how to set it up or use it, the monthly plan I was getting, or any information. When I asked, he told me to go online. After I signed the contract, he did manage to tell me to "have a nice day". This is a person dealing with the public and the "face" of T-Mobile for new customers. Either poor training by hiring personnel, or maybe the company just doesn't care. read more

Came in yesterday last minute on my break too change planes and services and Jose helped me out he was super informative and quick. He helped me right away and the process was made simple and everyone else in the store was helpful as well. Usually these experiences in the past are not the best but yesterday changed that for me. Now I have better service and a new phone that I love! read more

This is now the only location I'll go to for anything I need. They always go above and beyond and the staff is friendly. I've read the other bad reviews on Yelp, and I'm not sure why everyone had a bad experience, but I never have to wait in line, they move quickly, they're patient and really helpful. They never hassle me or make me false promises. The store manager is great too! He even follows up on things for me. I have probably had to go to the store about 6 times in the last couple of months, and every time everybody has been great. The first time I went to switch out my phone and it took over 30min to transfer my over 3,000 contacts in my phone, and not once did they make me feel like I was bothering them or taking up too much of their time. I went years ago to get my first smart phone and they gave me a great deal. More recently I've gone in because I broke my cell phone, and they helped me pick out a good replacement phone, then it was stolen and I had to go in for a loaner, then my newish phone broke and they've helped me take care of everything!!! I've been to the other stores in LA. The one on Wilshire and Barrington is the worst store EVER!!! Sucks balls is how I was going to originally describe it, but that seemed immature...I've also been to the one near 3rd st., which is a little hit or miss on customer service. This location however, has always been good to me. The only reason I've gone to the other T-mobile stores is because they're closer, but I always regret it. read more

An extra star cuz they weren't like really mean or anything and i did leave in about a half hour. Unfortunately I left without what I came in for. I just wanted to change my $50 phone plan into an $80 family plan without data. The manager was perfectly helpful but the girl he handed me off to was ... less engaged. After repeatedly asking me what I wanted her to do, she told me she had set me up with the family plan, and handed me the new sim card. I went back to the office and tried out the sim; try to dial a number and a voice goes "you have tried to use a feature that has been disabled." ugh. So I called customer service, who was pretty shocked that the chick from the store had kept my $50 phone plan and added a $80 data-only plan, which is pretty fishy and pretty much the complement of what i asked for. Customer service was really helpful though and got my plan straightened out post-haste. So I'm glad they sold me a SIM cuz I need it tonight, but the fact that they really messed up my plan first could have been a real problem. read more

LOVE THESE GUYS! Had the best service at this store! As soon as I walked in someone greeted me. Asked me if I needed help or I needed new service. I talked to them about what I needed and everyone that helped me was very courteous and helpful. They answered my questions without fail and even sustained patience with me while I battered them about different things I didn't understand. Can't believe this store only has two stars, they're awesome! Special thanks to Steve, he was a really great help. As well as Jenny who helped me understand my contract. read more

I went into this store because I wanted to buy a new phone, and while I thought I knew which one (Samsung Galaxy S4), I wanted to try it out first. Both salespeople were helping other customers, so I looked around but only found a dummy model on the wall (sticker over screen, doesn't power up, can't be used). I browsed phones and accessories for about 10 minutes until a salesperson was free. This is when she told me (in a polite, friendly way) that they don't have an actual, working model for customers to try out. Wait...I'm supposed to buy a $600 smartphone without even seeing how the operating system works, how it types, etc.? That makes sense... Eventually, she told me she could open one from a box to show me how it looks, but that she couldn't power it up unless I was buying it. What is the point of that? I ordered the phone online and got a free bluetooth headset with it. I also ordered a case for the phone, and will probably buy more accessories, but not at this store. T-Mobile told me it's up to each store what they carry for demos. What a stupid policy not to have functional models available. read more

This company is so damn crooked. Don't get me started. Do yourself a favor and go anywhere but T-Mobile. They have double billed me numerous Xs. They have charged me hundreds of dollars more then I was quoted. I have spent hours and hours and hours on the phone w them. I have taken names and employee numbers only to be transferred to their customer loyalty department to go through hell. Get out while u can or do t use this company!!!!!!? read more

I visited the store last week because I had an issue with my new phone after going through an epic nightmare losing it. When I walked in, I was greeted by about four outstanding T-Mobile reps ready to help. Without any hesitation, they were there to help me out and with great attitudes! Thanks to T-Mobile and their great team for the help! You guys rock. read more

No costumer service: Michelle is helpful and genuine with costumers, however the manager is rude and had no resolution while encouraging her employees to attack costumers. Go to another T-Mobile as I did and it was a completely different experience they provided possible resolutions w/ compassion. While our experience was horrible, with a better manager, Michelle could be a good asset to the T-Mobile brand. Also: the back looks like a murder scene. Caution tape, trash bag walls, cruel manager hiding. Creepy. read more

Laziest manager I have seen thus far. Waits around texting friends on her phone while people are waiting. Don't come to the store trust me read more

T-Mobile - Shame texting people is more important than helping customers - Mobile Phones Near Me - Santa Monica, California

An amazing store with amazing service! Arturo M help me upgrade and fix a few things on my plan with no hassle and pure patience. After 4 years of having a block on my phone, he was the one who knew how to get rid of it with a little help from the manager. He was very efficient and knew his material very well. Let's just say, I walked out there the happiest you could be, walking out of a T-Mobile! read more

The service representatives are under trained and try are extremely apologetic (because going in to the store is damn near useless when you get the same experience online). I felt like I was speaking to the FAQ-section of the site (verbatim) and the tone was almost patronizing, when I make it clear that I understand her slow handbook spill. My experience is that I went to the store twice, and walked out twice. I'm a primed lead looking to switch providers. TAKE MY MONEY!!!! On my first visit, I had worked a situation to get the phone shipped to store, and the buy-back would happen from store. I had this information reconfirmed when calling the day after, and then the day after that, went in to sign up. Apparently, I was wrong, and it was completely MY misunderstanding (I swear, I'm not an idiot). The tone of voice changed completely when the representative did not confirm with her manager that this could be done. I step-by-step described the customer experience that I was expecting the first day (doing everything through store, no downtime, port the number over). I didn't mind returning to the store a week later to get everything set up and finished. I'm simply told that the liability of shipping a phone lies solely on the customer, and not the carrier. Seriously? Who makes that policy? Anyhow, this store wasted two of my evenings. If you're simply looking to go out of your way to have someone else navigate the t-mobile site (which you can do), and make your purchase for you, you'll likely be fine. Just realize that your phone ships to your home address, and you must ship your old phone from your home address as well.... I'm not really sure what they do in store. read more

T-mobile customer service is pretty awful in general but this location takes disregard for its customers to a whole new level. Not sure who is lying to me but I have t-mobile phone support directly contradicting the store manager at this store and I've double checked. What is one meant to do when one part of T-Mobile tells you the other part is lying? read more

Oh T-Mobile. I've been with this carrier for almost 5 years and this is the closest location to my home. The customer service here lacks too many things. For starters, I recently visited this location in hopes of getting a new phone. There were so many options, so I asked the rep for some help in trying to decide and basically he said that they were almost all the same and not much difference...I was so confused because then they should all be the same price. Oh guy! I was so ready to make a purchase but he was no help that I left empty-handed. I even told him I might change carriers and he just said to go to another company and give them my current # if I was interested in keeping it. Hmm, I might do just that! I guess they do not care about losing current customers. No wonder we are now doing most of our business transactions over the internet because a real sales rep is no help. I ended up checking out their phone prices online and they were much lower than those at the store. I will def avoid going here. read more

First let me point out this location is 1 block walking distance from the beach bordering the coastal towns of Venice Beach and Santa Monica. That said -STAFF your location accordingly especially ON the weekends. If your people cannot handle more than a customer at once. Staff accordingly.This branch from what I observed have lots of tourists (for obvious reasons) that require domestic service set-up. This is not your typical suburbia T-Mobile outlet.SO guys put more people on especially IF someone just wishes to pay his phone bill !! Don't make that person wait for almost 15 mins like myself on a Friday and so I left. Subsequently ON Sat early evening it was the same thing !!! So learn to either MULTI- TASK or get help. OR .Let me EXPLAIN . ASK the arriving customer how I can help you IF it's something THAT takes less than I MINUTE like paying a bill tell the EXISTING customer you'll be right back !! That's all plain and simple !! Don't spend time looking at a a screen endlessly waiting for something. SO yeah Shaun and Wendi (I'm calling you out) get your act together and put a "spring" in your step !!! Learn to MULTI- TASK !!! read more