The best cell phone experience I have had in the last 10 years. I was dreading going in to a cell phone store because Verizon stores always make me feel like they are selling me a used car. This was an eye opening experience. Erika was the most professional and respectful person I have dealt with in a long time. So glad we switched over... Thanks Erika for the the easy transition. read more

Best Customer service I've ever had! David G. went above and beyond to help me set up my new phone coming from Verizon and made sure all of my promotions were honored on my new bill. I really appreciated his patience by answering all of my questions, as you can imagine changing providers can be very overwhelming. I highly recommend coming to this store and asking for David. read more

After a brutal 3 days of trying to leave ATT and unlock my phone, Erika at T-Mobile was a breath of fresh air. Instead of deafening music, and a lone check-in computer, there was a calm, we-can-help-sit-right-here PERSON. Instead of being asked to slug it out with the menus, Erika took our phones and did everything -- with just an occasional sign-in or credit card from us. We literally just sat there. She did things that ATT would have told me to do. Done in 30 min or less. What a relief! read more

Customer service was non-existent! I walked in on Sunday, May 31st at 5:45 p. m. There were 2 employees (1 male and 1 female) seated at a counter and no customers at all. I told them I was interested in upgrading 2 lines and I wanted to see what the newer phones looked like and how they felt in my hand. The female employee said "All of our phones are locked down so you can't pick them up." The male said " The best way to see how the phone feels is to go to the Apple Store, you can pick the phones up there." I responded that I was not interested in iPhones, that I wanted to look at Samsung and Google phones. He responded that the Google phones were on one side of the store and the Samsung were on the other side. I took a brief look at both phones and left. Neither of the employees even got up while I was there! I'm an older person so they may have figured I wasn't interested in a purchase. For all they knew, I could have been the C. E. O . of the corporation or someone who wanted to make a significant purchase! Regardless of why I was there, the customer service aspect was non existent! This is appalling considering how competitive the cell phone market is. T -Mobile needs to do better! read more

Went in today and we had 2 people in front of us but still only waited about 10 minutes. Sebastian helped us transfer from Verizon to T mobile and walked us through the process. He was extremely helpful and patient. I will come back because of him read more

Went in December 9th around 5pm to have them transfer data from an old phone to a new one. 2 lady employees (and I regret that I did not get their names) were absolutely lovely and so incredibly helpful and patient! There was a blanket give away that day, unbeknownst to me, and there had to be 20-30 people coming and going while we were waiting for our data transfer and these 2 ladies were amazing juggling everything! Top notch customer service! Highly recommend this store!! read more

High Five ! To David, talk about helpful, funny and willing to help. Exceptional service. After going to Moorpark and Simi for changing out imei. No one knew how to help us till we went to T-Mobile in the oaks mall. After 3days of going back and forth with no hope. David knew exactly what the problem was and fixed the issue! So happy he came thru. Thank you so much! read more

The worst store ever! Ever!! Horrible lazy two instances (I don't want to generalize because one time I got a great experience) I have more than 17 lines with tmobile their customer for 10 years and I have been trying to buy an iPhone from them for 3 weeks.. no way to get it because of lazy 2 group of employees on two different occasions. First time I walked in there were 3 employees laughing playing around with no customers, I ask for the iPhone 17pro max and they said download the T-Life app, u can check stock and promotions. I said I don't want to check stock and promos I just want to grab one. They said we don't do that, you have to do it yourself. I said I don't have it and I don't have an account, can you help? Nope.. and they went back to talking and joking. I left called tmobile and told them about the experience but obviously who knows if anyone actually cares Today, after 2 trips to store, I decided to buy it from tmobile phone instead of store, the lady on the phone was amazing, unfortunately, I'm traveling Tuesday and they cannot control when it ships, so she checked stock for me and said they have it. She notated the account. I went to the store to pick it up, again, 3 employees, with one customer this time, so two not doing anything, one of them asked, how can I help you, u said I want the 17pro max, she said we don't have it. I said I just hung up with them outside, can you please check? She said I don't have access to inventory system, you need to down load the tlife app. I said, ok, I'm new, this is my first phone ever, I want to start a new account please, she said you need to use the tlife app. Even though I don't have or own a phone. I said can you please check in the back? She said I don't have access to the back.. I said I were to buy one how do you go get it? Her manager listening to the whole convo and I'm trying to be as polite as one can be when faced with illogical answers and horrible customer service, and the manager said "we have the 256" I said great, can I please get it? The other one responds with, are you trying to start a new account? I said it doesn't matter, can I please get that phone? "You have to go through the process on the tlife app" I haaaaaaate att but I'm going to Verizon store now, and if they are ok moving 17 lines for me, I'm switching today, and if they can't, att is looking great at this point. At least new customers get promos, so win win read more

Huge thank you to Rudy and Adriana. Rudy helped my dad troubleshoot his phone and was so so patient. Both ladies were so helpful and kind and helped fix wasn't working. read more

My iphone X stopped working and I had to go to the Apple store yesterday to try and get it working again. Luckily after 1.5 hours they were able to get it back on. After much thought, I decided to upgrade here, since I have my service through Sprint/T-mobile now. Roland helped me get a new phone, and they only had one Iphone 11 left, and luckily it was the purple, my favorite color! I did lose all my 7 years of burned music, but I read way to many others were having issues with the X like me, so new phone it is! I was the only one in the store but the other two employees were nice as well. So far, I am loving the camera, and liking the phone, but its only been one day. Good location in the mall too. read more

I went to get my new phone from this store and transactions went smoothly, but the person who helped me (Danny) was of 0 help at all. He sat there on his phone playing some game, acted like I was being a bother to him, never assisted me in setting up my phone... tbh he didn't even ask. I had to do a bunch of set up thru Tmobiles customer support by phone. I had a older device that needed assistance by a store worker/representative. He never told me what to do with my old phone. Super cold shoulder and as I was leaving I felt like I was a burden for purchasing a new device! Safe to say, ill stay away from that storefront moving forward. read more

T-mobile is terrible now. Long wait at store, more than 30 minutes with 4 customers in store, to get help to find out that promised trade in won't work and now I have to send back phone. If you have grandfather rate, even a couple years old, do not upgrade at store or online. Go to Apple directly for better deal or buy renewed. I wasted 7 hours this week with two visits to store and 4 different phone reps to be told that they basically did a bait and switch offer from retentions. read more

T mobile does not have any decent flip top phones. Many people still like a good flip top phone. T Mobile used to have a rugged Kyocera Extreme phone that was excellent. The rugged Kyocera was the best flip top phone I have ever had. Now T Mobile has one flimsy flip top phone or a free one that hardly works at all... Maybe I will change carriers to get the Kyocera... Oh well... I called T Mobile about this and they cannot help... . read more

T-Mobile - Older Kyocera rugged phone. Sturdy and never broke... Have to go to Verizon to get it. - Mobile Phones Near Me - Thousand Oaks, California

I just need to warn people coming to this location. Make sure you don't leave the store until your new phone is activated and working properly. I bought a new phone here and they sent me home to set it up. I just assumed this is the way it's done nowadays. When I got home, nothing worked. I repeatedly called the Hillcrest store asking for help, and did everything they said to do, but nothing worked. I finally called the T-Mobile customer service line where a woman accidentally moved the wrong line to the new phone. It took me hours to unscramble all the issues. No one who spends over $1,000 on a new phone should be jerked around like this. The store should set it up in store and not take the lazy way out. read more

Carson was amazing. Polite, fast and efficient. T-Mobile is extremely lucky to have him. Great Job! read more

Went to the store to possibly switch from AT&T for cellular and internet. Laura Carpenter was incredible. She helped us get the best possible deal. We will be paying less than we were with new phones and some extra perks like Netflix, Apple TV, and AAA. Laura spent a lot of time getting everything set up for us. So far the service is great in my area and there is a trial period. A++++ to Laura. read more

Even with 4 people working, they are slow. The store is nice and clean and well lit. It just takes so long to get help.

The staff at this location are very helpful, knowledgeable, and will make the cell phone buying experience efficient and easy. I highly recommend visiting this store if you're looking to switch or are a current T-Mobile customer. Justin and the manager, Jesus were professional and their expertise made for a pleasant experience. read more

Horrible store. One of the female reps is very rude. I will not be back and will spread the word read more

Great customer service! I had Verizon for years and in the recent week service was non existent. Verizon told me that it was down in Thousand Oaks and there was no estimate as to when it would be fixed. I rely on cell phone service for work, so this was unacceptable. My fiancé has T-mobile so we walked in to ask about putting me on his plan. They helped us with no wait and had the transfer done in 15 minutes. And they paid off the remainder of my iPhone balance! Super happy with my decision to switch to T-mobile, just wish I would have done it sooner! read more

Worst experience of my life today. First- let me say that Chris from this store is great and goes above and beyond. We switched over to T Mobile from Verizon with Chris a few days ago, but he had to special order our phones so had to go back into the store today to have the numbers ported over from our old phones to new. That's where the nightmare begins. I was first met by an extremely unhappy and dismissive 4-person staff- no other customers in the store, so I figure they'd be happy to help me. I said I got my new phone, but would possibly want to upgrade to an even better one, and immediately every single one of the staff today (Saturday, Sep. 12th, 2020) told me they couldn't help me and that I'd have to call T Mobile customer service to do that. Specifically Daniel was completely unaccommodating and said he could not help me and that maybe someone else gave me a better deal but he wouldn't. He also laughed at me. Seriously. Someone working in customer service who laughs at the customers in front of their faces. That's rich. I then said fine, I'll keep the phone I have, could you help me switch my old phone to this new phone (port over the numbers)? And Laura promptly said no, that I'd have to do it at home myself. Essentially all 4 employees in the store ganged up on me and told me they couldn't help me, seemingly out of laziness because they certainly weren't doing anything else. It was only after I called the T Mobile customer service line WHILE STILL IN THE STORE and put customer service on speaker phone to these damn store employees that they began helping me because I made a complaint specifically about this awful store. Chris is the only saving grace of this store. Shame on Laura and Daniel and the two other women there today. Jerks. read more

T-Mobile - God awful unhelpful 4 employees not helping me- the only customer. - Mobile Phones Near Me - Thousand Oaks, California

I came this evening to redeem T-Mobile Tuesday gifts. From how this customer service girl treated me, I sure didn't feel I was "getting thanked" by T-Mobile and will be sure to avoid this store by all means. read more

I went in, I wanted to buy two new iPhones cash for my wife and I, and this girl walked up to me and asked if I wanted to be apart of a guest list and I said "no thank you-" then she started to interrupt me and say "ok. So you don't want to be helped then. Have a nice day." And walked away from me. Confused by the abrupt dismissal, I asked if she was doing ok and if maybe she's having a bad day and she said "no. Are you having a bad day?" I just walked out. She said she was a manager but I'm not sure who accidentally promoted this person. I will not be doing business with T-Mobile and I am going to buy my phones from Verizon. read more

Staff was very patient with my lack of tech knowledge. Did a great job of setting up my phone.

Stopped by this store on my out from a meeting to inquire about upgrading my phone. I helped by Korina, she was very helpful and provided me more insight on the services competitors have for existing customers and need less to say, it made more sense to keep my service with T-Mobile than to switch to Verizon. She did ask questions about what the competitors are offering and was able to draw the main differences between both carriers. Though I didn't get to make my transaction in store, I'm grateful for Korina's honesty and transparency. read more

Went there today for an Apple Watch and received AWESOME customer service. Lori a took very good care of me!! This will definetly be my go to store for everything related to T Mobile!! read more

The store manager, Humon, has no clue what deals he makes to whom nor has a clue the company he works for, offers corporate discounts. This guy and team cost me $125 per line and that was on 5 ported lines. Before I knew this existed, I was offered a discount on sims. Calling back in to see what he could do to help me for his ignorance, he wouldn't even honor that previous deal. For those interested in corporate discounts without having to enter this poorly informed store, call 844-786-2964 and mention code PRKSAW18. HAPPY SAVINGS read more

went there yesterday and had such a great experience! Great customer service! Abel was so helpful and did much more then he needed to. I had some issues backing up my phone to my laptop and since no one was even trying to help me at the Apple store, I went to T-Mobile for help. He took time to help me and made sure everything was on my new phone, before leaving the store! Thank you Abel, couldn't have done it without you read more

I would give zero stars if I could. I am mot complaining about the employees at this location. The problem is it is the worst service I ever had!!!! Dropped calls, no service when need it. Customer Service on phone was terrible. read more

This T-Mobile store in the Oaks Mall in Thousand Oaks has the ABSOLUTE WORSE CUSTOMER SERVICE . Here was my experience : 1. Walked into store as my phone has literally no volume and can not hear when incoming or outgoing calls. My phone drops calls constantly. I was helped by Karina. She inspected my phone and said she sees a small scratch but not an issue and she will exchange phone . She told me once it ships I will receive a text message alert and I will receive a 2nd text alert once the phone arrives at the store. I received both messages. Karina was very sweet. 2. Last night my husband and I went into the store to exchange my phone. Karina was not working. I was approached by a kid name Abel who has a chip on his shoulder and should not be in customer service role. He looked at my phone and said, "there is a small scratch and he was not exchanging the phone that was promised by Karina". My husband told him that Karina did the phone inspection , and pointed out that there was a small scratch but not an issue and approved the exchange. I told Abel my phone was delivered here and we are here to pick it up via the text alert received. Abel looked at another salesman name Bryce and told Abel not to give us the phone . We were promised the exchange and both Abel and Bryce were unprofessional and not helpful . 3. We asked Abel if he can check if Katrina was working tomorrow and what her hours were? We also asked him for the store manager's name. Abel was very smug and said, "No" I won't give you her hours. My husband looked at Bryce and said, " What is the problem "? Bryce did go into his phone and told us Karina's work schedule. We left the store very upset! Terrible Customer Service and terrible attitude problem. 4. Today I went back into the store and " attempted" to talk to Karina who inspected and ordered the phone. Bryce and Abel both butted in and told her not to give me the phone . I told them, that this transaction was dealt with and I received notification to pick the phone up for exchange and it was none of their business. Bryce was obnoxious and smiling saying , you are not getting the phone ! I asked to speak to the store manager and I was told that he was in the hospital and that Bryce was in charge of the store. Bryce should not be in charge of anything that has to do with customer service ! 5. I left the store and called 611 customer care and spoke to Taylor. Taylor told me that the inspection was done and phone ordered and she would put a formal complaint in on both Abel and Bryce and Katrina. Taylor told me to go back into the store and only speak to Karina and pick up my phone. So I went into the store and once again Bryce butted into my conversation with Katrina. Katrina said , " we'll she can't remember there being a scratch"? I told Karina that she just told a whopper lie to please Bryce . I reminded Karina that she was the one who pointed the small scratch out to ME! And she confirmed the exchange by saying it was not a problem cause it was so small !!! Very, Very Aggravating! I had Taylor from customer care on loud speaker listen to all this banter back and forth! While this conversation was going on , Bryce who alleges he was in charge of the store, LEFT to go get a pizza and walked back into the store with his pizza in hand. Who in their right mind would leave this guy in charge of anything?? 6. I again left the store and spoke with Taylor who had me speak to her supervisor name Roy. Roy gave me his word he will submit a formal complaint regarding this entire customer service Disastrous failure! 7, Roy is handling the problem with the Thousand Oaks store and is making sure I receive the phone I was promised for exchange ! I highly recommend the following: STAY AWAY FROM THE T-MOBILE Thousand Oaks store! And if you do go into this store DO NOT work with Bryce, Abel or Katrina! Terrible !!!!! read more

So I went in to this store today to get my iPhone 6. I got there around 7:15am they open at 8am today for the release of the iPhone. There was about 8 people or so in front of me. At about 10 till 8am They came out giving water, Gatorade and even fresh doughnuts! I was surprised on how nice and professional they were. The manager I forgot his name but he was very knowledgeable about everything. Everything went great and smooth and I got my iPhone 6 64gb :D So thanks again to the tmobile team here at the oaks! You guys rock! :) read more

Cari is always pleasant and helpful. She always answers our questions and has a lot of patience for my daughters. I've had T-Mobile for 13 years and love their customer service which I appreciate. She's always helped us and will wait for her to be available. read more

Dannie helped me a lot. Was very friendly and patient. I had a mix up in my account and so he figured it out patiently. I had to come back for an iPhone matter, Dannie was there too.. Same dannie. Helpful and patient. I have to say that Tim was the one who made it all very easy and fast. Tim is a manager.. Very nice one with a great young energy. Highly recommended store! Very clean and organized. Small with what ever you need! read more

I had absolutely the worst customer service care ever. I had gone to the Oaks Mall Tmobile store, the customer service girl didn't even know how to answer a simple question about getting a new SIM card. And she  kept asking if I wanted a new account, in which I told her we already had one we just need a new SIM card. After 30 minutes of going back-and-forth trying to explain it to her in layman's terms I asked for the manager. Then since the manager needed to talk to the main person on my account, I had him call my mom and was on the phone for another 30 minutes and she explained the same thing I did which was we need a new SIM card. After being in the store for almost an hour, and having guests waiting for me at my home, I was talking about the military saying I was still stuck at T-Mobile , the manager was ease dropping on my phone conversation and interrupting me telling me he didnt want people like me in "his" store. I mention that they make a big promotion in commercials about being Very helpful and accommodating to military people and service. But I said it didn't seem like the case because they were extremely rude to me especially after I said that we were military that's why we, the whole family, switched over to the T-Mobile service. Then that manager asked me to leave his store and I should drive all the way to another store 6-7 miles away and they can help me. I was extremely distraught of being treated so badly just because I said we were a military family I feel extremely discriminated against and T-Mobile store. The regional manager should really replace the people at this T-Mobile store at the Oaks Mall.   This was the worst experience I've ever had, I  also had my children with me and I had to leave the store crying in tears.  I was so embarrassed from how the manager treated me I front of other people, and extremely hurt by his discriminatory way he treated me. :(  Well I guess now I'm switching carriers to #VirginMobile. #tmobile Sincerely,  A very disappointing customer. read more

I had a very easy visit to this location, purchasing a new phone can be super stressful and take awhile. This location was clean, quick and helpful. I would drive out of my way for the customer service this location has to offer. read more

My new company made me switch to an Android and I thought I may not survive the transition! Luckily, I visited this T-Mobile store and Bryon helped me. He saved my life, my new job, and my sanity by showing me the benefits of the Android. He was SUCH a HUGE HELP! His knowledge, patience, and time he took to help me made such an impact. Thank you Bryon and thank you T-Mobile for having a Bryon/genius at your store. Great experience! read more

Loved the service and the employees who assisted me in my search for the right phone for me.

What a huge mistake went into the store last week and was helped my Korina . Very sweet young lady and I'm not sure if it's listening skills or she pressured to help sell and taught to lie. All the yes's that she told us turned out to be false . She actually put us on the wrong rate plan. Charged us $25.00 activation charge which she never told us about. She said the phones where zero down and nothing out of pocket . That was $200 bucks that we weren't told . Freedom choice plan ( they pay off Att contract ) was another lie Korina told us . I have a $925.00 att bill and Kronia said I would get reimbursement. I got $197.00 . Not sure if she lies or if she doesn't understand what she's selling . Her manager Gracie is useless . Gracie wanted us to buy the insurance and when we said no she wanted nothing to do with us . Called Gracie twice and she is rude laughs at the situation. You have been warned STAY AWAY from these liars read more

Go to this store, the employees are soooo awesome especially Ben Torres. Was so kind and patient with all my questions. I have never had better experience in a store at Tmovile than this fine service! Thank you so much for everything tonight. I appreciate it and will definitely be back read more

Very professional T-Mobile store. I ordered my latest phone, the IPhone 7, in this store. Nice and knowledgeable personnel. Later on I dropped by just to ask a couple of questions, no problem, they solved the issue in 5 minutes. Highly recommended! read more