I don't expect to get great service from cell phone stores from previous experience but I gotta say I was not only surprised, but shocked at how well I was taken care of by all of the employees switching my phone from AT&T to T-Mobile. Mariah was pleasant, helpful, friendly, and made the whole process painless and easy. Praise where praise is due! read more

They hype up the WiFi 5G gateway kit and it was pretty bad. The main issue is that they fail to tell you that you will get a bill generated MiD trial period that you have to pay , but will get reimbursed when returning the equipment on time. I ended up having a bill make it through to a collection agency because They fail to give you the full information, even from the manager. No On T-Mobile ! read more

Coming to this T-mobile location was my biggest mistake! Sales people, besides Jose , don't really care about me as loyal customer with 10+ family account with 3 lines. It sounds like T-mobile don't need me anymore! It was my worst experience with T-mobile ever ! Stay away- very unprofessional! read more

T-Mobile - My new Samsung watch ! This location it's my worst ever experience with T-mobile. Very unprofessional! - Mobile Phones Near Me - Sherman Oaks, California

Garbage company!! I came in paid cash and got my phone approved for trade in. I mailed it in and they claimed it was damaged even though their rep approved the condition of the phone and they're trying to charge me full price read more

I got a brand new galaxy S21+ here (July '21) and the staff was super friendly and patient. I was bummed they didn't have the S21+ with 128 GB, only the 64GB, but the associate helping me took the time to explain to me that there is a phone shortage due to the pandemic and that they don't get informed of when restock happens. Regardless, I am happy that I got a new phone and I didn't have to wait in a long line. I would definitely come back to this location. read more

I went in there this morning for a screen protector replacement. The woman didn't check the correct area to see what screen protector I had covered. She just went into my account and looked if I had insurance. But didn't ask for my ID to verify it was me and was looking into my account without permission. I've gone to previous location and they go through a link an input my number to verify what screen protectors I had. After asking her to order it for me she stated only corporate locations can mail it to you. I let her know that I've done it before at a retailer and her coworker Steve jumped in and said only corporate stores do it. No urgency to help or assist. When we walked in there was a woman on the phone being assisted by customer service and we can over hear her asking about features. The rep in store had her call customer service to help with that I'm sure that she would have been able to add features. This location seems to be under trained and unmotivated. Instead of asking me questions to better offer me solutions I felt they did everything to walk me and not interact with me. Please show your staff how to properly engage with guest and assist them in some motivation so that they can be better at their job and are happy in their environment. The culture of the store was immediately felt when entering and it wasn't pleasant. read more

I came in here on 12/12/22 at 7pm and the sales associates (multiple) lied and gave me false information trying to get me to add another line that was not needed. I went in to buy a Samsung watch for my son who already has a T-Mobile acct. They told me the watch will only work if I add another line for $10 a month. They LIED!! You do not need another phone line to have a watch. It connects via Bluetooth or Wi-Fi. I ended up buying the watch somewhere else. I will never go back in that store again and seriously considering changing my phone carrier now. read more

I went to T-Mobile to purchase a phone today at 2:45 PM on Feb 20, 2023. The man infront of the store was just constantly flirting and hitting on with the costumer asking her personal questions. As we wait the man in the back was actually helping the other customer and he did tell us he will get to me as soon as possible. Crazy how the guy furthest from us greeted us but the one closest to us didn't. I left exactly at 3:15 since we weren't getting help and there was ONLY 2 people in store lmao crazyy. To the guy working infront this isn't a bar we're to pick up females. Do your job man. read more

I was at another store with great great customer service unfortunately they dint have what I needed so I call the this store to make sure they had it they said yes so I came to this location for a easy swap and they gave me the bs that they couldn't do it because I should of return it to previous store I was wtf so I call customer service on my phone and they said 100% they could of swap it when rep asked to speak to the manager they declined to speak to the rep to help because there "policy " we can't talk to them. I was wtf so simple even the rep told them they cannot refuse a simple swap. Most stupidest people ever don't even come here worst experience ever read more

I had the most incredible experience first with Eric with my iPhone SE (temporary phone) and then with Kevin with my iPhone 12. Kevin went way beyond, he stayed an hour after closing hours to make sure the upgrades were completed and tall the data transferred from the iPhone SE to iPhone 12. In addition, it was pouring when I was leaving and he gave me T-Mobile umbrella soil would not get drenched!!! Excellent Customer Service!!!! read more

I have been to this location a couple of times and this last time I received amazing service from Fernando. My husband and I went to get our phones set up with the TMobile service as we were previously sprint customers. He was friendly and knowledgeable with our concerns. read more

Stay away from this T-mobile. Stay away from T-mobile too. The representative in the store lied to us about a Black Friday deal. When we checked our bill we were being charged for items that the representative told us were going to be included. When I went back to the store to try and get the situation resolved the manager told me that everything needed to be addressed via their customer service line. When we called the customer service line the representative on the phone told us that we needed to handle the issue in the store. When we went back to the store, the manager came up with every excuse from the sales representative being overwhelmed on Black Friday, the sales representative was new and didn't know what she was doing. The manager said he couldn't do anything about taking care of the issues. We were lucky that someone else from T-mobile corporate came by and tried to help. At the end of the interaction another representative in the store repeatedly cut me off when I tried to ask about service fees. Out of frustration we returned the hardware and walked out and ended up trying to get answers from someone else on T-mobile's customer service line. Forget T-mobile. They are lava hot garbage when it comes to customer service or honesty about deals they are offering. Do yourself a favor and go anywhere else. read more

if I could give the store minus stars I would. They are not very helpful and are very rude. I came in with a problem from the nationwwide outage and they messed up my phone even worse. I had to go to a different store after dealing with them.STAY AWAY !!!! read more

Read the reviews and stay away from this location. And if you do decide to make a mistake and purchase anything from this store make sure to check your account online . the way they do it is they will charge items to your t-mobile account without your knowledge. And do not expect any response back from mangers or owners when you catch them comit fraud. read more

the workers are always chatting & have an attitude about your questions. don't waste your time coming here. it really doesn't hurt anyone to do their job read more

I really try to go to this location to pick up a replacement phone. When I arrived I was mad at the front door by the store manager. I showed him my email and when he read what kind of phone it was in look on his face was one of Discussed. I have an iPhone 8 and he told me that they only had iPhone 14s at store. when I continued to try to show him my order number he brushed it off and said that he knew what was going on his store and that he had nothing for me especially not a iPhone 8. They really know how to make people feel lower than dirt at this location and this is the second time I've had this problem with the same store manager this happened Saturday evening and honestly it's still giving me an uncomfortable feeling even nowI do not recommend going to this location read more

I bought the iPhone few years ago last year Visit paid off and request for unlocking phone. They told us your phone is unlocked until yesterday I was in the store they said not unlock. I called customer service but no one help us To this moment. read more

Be aware of a big scam going on this T-Mobile store managed by store manager, and executed by their active sales associate guy his name: Diego. He went thru my account and found couple of offers going on to upgrade my multiple devices including 2 phones and ipads, and iwatch, and more. The offered seemed too promising! We finalized the deal, and I left the store happy with all multiple new devices. A month after though after receiving the first new bill I found out what in reality has happened. A roughly $250 jump in my regular monthly bill! WTH! Reached out to the guy via phone and didn't get any good answer. I stopped by at store then, and caught him after two rounds and going. He said it's been computer 's errors to add protection plans to every single device that I had been offered and received. An over $200 additional payment each month. I asked to cancel those and give me a refund for the month that I had been charged already. After 30 mins of wasting my time he mentioned that it's been already adjusted and I won't receive any more unwanted protection plan on 5 new devices. He said he has to talk to his manager to process the refund for the mistake though. He mentioned to wait for his call within 24 hrs for confirmation. Another one week and I didn't hear back from him. Called his # and no answer. Went back to store again, he said he is still working with manager on that! Another week after, and I received the second round of new monthly bill of exceeding $300 with all 5 unwanted protection plans/device insurances still in place! Went back to the store for the 3rd time in a row. Just BS answers and playing with words PLUS seeing TWO more customers in store having the very same issue of triple billing, and returning to store for their issue to get resolved! Ended up to call service provider's customer service and after hearing my story they said this is unfortunately not the first case with this store... They processed the refund and removed the stupid protection plans to get rid of monthly huge payments. Be very careful with this store, and this guy Diego on what they bill you for since apparently they are doing that to too many customers... read more

Received exceptional service from Kevin! He was so patient and dealt with customer service on my behalf to make sure I received the best experience possible. Thank you for your great service team at fashion square!!! read more

I entered today along the lines of 2pm with intent of getting a New iPhone and some AirPods or wireless beats and possibly an iPad and there was one rep helping out some clients. While I understand when you're understaffed and busy with people there is no way you'd be able to help me out. But being there 2-5 min walking through your store with no acknowledgement of a hello or be right with you or welcome or anything is absolutely ridiculous. I manage sales people as well and if my rep did that he'd be gone but hey what do I know. read more

I can't believe they pay the people there to sit around on their phones and act like they just could really care less that you were there. I saw 5 people working, one person was helping people the others were just taking up space and the WORST customer service. There was literally none. I am so sad that it comes to this. read more

I've never had an experience quite like the one I had at this location. I was told 100% incorrect information by one of the associates which resulted in me paying an absolute ton to get my screen fixed. I was told my phone was insured and there would be a charge of $30.00 to fix the screen. The bill ended up being $147.00 because of this misinformation. And the worst part is, when I returned to the store, the manager was absolutely hostile about my request to please help me sort this out. I've legitimately never had worse service than I did at this location. Never in my life. It was honestly so bad that I'm contacting corporate about these two employees and changing carriers. Unbelievable. Do not go here. read more

I went in right before Christmas and bought the iPhone 12pro and they said they had a promotion when you buy that it came with a new case and screen protector... Yea right they think there slick and people won't notice that they add in to payment plans! They want to boost there sales without been straight up with you! Horrible!!!! Read everything before you walk out of there! read more