Spoke to three different service reps over trading in my old phone for a new one. After going through the whole long tedious process of switching from metro to T-Mobile with a promise of trading in my old phone for a new one, the manager Rudy Lopez decided at the very end that I can't have a new phone because the screen had a small crack on it. This was AFTER I was told I could trade it in despite the crack. He dismissed me and my father and refused to find out who we spoke to about the matter that promised us we could trade and told us to call customer service and just leave. How does a manager go to say that we should talk to customer service?? Guy should be fired for that, the don't know what their doing and they can't be on the same page. Different opinions every time I'm done going there, waste of time read more

Location is inside the mall. I went in to get a new screen protector. I was assisted by an associate named Cindy when I walked in who was professional, helpful and kind. Cindy removed and installed my screen protector with no issues. She also clarified some much needed information in regard to my insurance coverage that I have which is very much appreciated. The store was clean and the associates were available when needed. The store had different phone cases, Apple Watch straps and phones on display. The store was easy to locate as well after using the map. read more

Walked in and was greeted by Arlene. Great customer service! She made things very smooth and easy. She explained every plan and promotion they had going on. Any questions, I definitely recommend going to her. read more

Bad customer service. Every time I went I would get different information from the reps.

I walked in on a busy Saturday and was immediately greeted by Drea. Although I originally signed up with T-Mobile at a different location and was dealing with several issues on my line, Drea took the time to listen, apologize (even though it wasn't her fault), and resolved everything quickly and efficiently. Her customer service was absolutely phenomenal. On top of that, she helped me get signed up for WiFi and clearly explained every step moving forward. She was thorough, patient, and incredibly helpful throughout the entire experience! read more

My mom came in to make a payment via cash and she said it was the worst customer service experience she's ever encountered this is the reason why I'm leaving this review. She wanted to make a payment via cash and she had to wait damn near almost an hour for her to do it. When she asked if someone can assist her after 40 min of waiting a guy (who wasn't wearing a name tag) told her why not make it online ? First of all why not do your job and handle the transaction instead of being a smart ass telling someone to do it online when it's obviously easier for them do it in store. My mom is a senior its difficult for her to do certain things especially when it comes to online payments. She said she was treated very poorly from the entire staff nobody seemed as if they wanted to at least try to help. This was around 1130 am on november 12th 2025 - I hope everyone at this location gets an audit from corporate . I hope they send secret shoppers here to see how rude and unhelpful these so called workers of theirs are read more

They need to train their employees on how to correctly give customer's information. Their staff just wasted over an hour of my time due to wrong directions that they gave me. I'm here to pick up a phone from them. And they will not let me because I am not the account holder. Even tho it's my phone number, my name, and I have my ID they still wouldn't let me. The guy specifically said, that only 3 names were on the account so only one of those three people can come and pick it up or that they have to call to add me to the account. I had my mom call during her work time to put me on the account. Mind you I had waited to initially be helped. Then had to leave and come back and wait again after she called. They said they didn't see it so I've been just waiting. I had mentioned multiple times that my mom is the one that called. She called a second time. After waiting longer, I got a confirmation text letting me know I've been added to the account. They still will not give me my phone. My fathers name is on the account, as the primary, the staff said he needs to be the one to call. So why did they tell me when I first talked to them that one of the three people need to call? They should have just said it had to be father to begin with. They had my account in front of them. Smh at this point I've been waiting and trying to get my phone for over an hour. And they said that one of the three people could call to add me. So we were given incorrect information. Not only wasting my time, and both my parents time. They need to train their staff better. It's not just that they couldn't give it to me, I get that. But the run around , the waiting over and over again to be assisted again and again was frustrating and just to be given bad information. Updating my review because Daniel made it a lot better. He helped me the 4th time and stood with me the entire time. Didn't make me wait anymore or assist anyone he gave me and my phone his undivided attention. He was understanding about the situation and why my parents and I were frustrated and over all he made the ending experience better. So thank you Daniel, for helping. read more

T-Mobile - Mobile Phones Near Me - West Covina, California

See all

I came in here to get my iPhone screen protector replaced and ended up taking advantage of one of the promotions available to get a new Apple Watch. Gabriel helped me with my needs today and I just want to say he's an exceptional employee and was extremely patient with me . He gave me options for all the promotions available and I just had to come give a review. Thank you so much Gabriel. read more

my cousin needed a prepaid tmobile plan so i brought her at this branch. our attendand's name is Cindy. she was very knowledgeable and she was fast. in 20minutes our transaction was done. very good service, nice and clean place. read more

I have been a T-Mobile customer for over 20 years, and they never disappoint. if there's ever an issue with the bill or clarification of the charges, you can get a specialized concierge to go over the invoice with you! I will continue with t mobile. read more

The 2 representatives who helped us are courteous and nice even in the midst of a busy night and they were almost closing.

We visited this store to explore a cellphone plan for my son and me, and (David S.)provided us with excellent assistance. He patiently explained our options, including our plan and trade-in choices, and made sure we understood everything. Not only that, but he also followed up with us afterward and helped me order the pink iPhone 16 I wanted. His customer service was outstanding--I wish more representatives were like him! He truly deserves a raise or get Promoted for his exceptional work, is not a lot of his kind. read more

What's the point of the representatives coming up to you to ask your name and put you on a waitlist to speak to them again in a few minutes if they're just going to take people who walked in after you first ???? The service is trash. Waited over 30min yo talk to someone while watching two or three people get service before my husband and I. They should really reconsider the way they greet and handle customers. read more

just upgraded my data plan and traded in 3 phones. Anthony and Arlene was very helpful. Anthony was very informative and patient. He was attentive to every question we had, and we had a bunch and would double check every information for us. He also was very honest with the pricing and what fees we would incur, and a very happy presence. If you're going to T-mobile in the mall for any reason whether a plan or devices I highly suggest to ask for Anthony to help you. read more

Joseph was super helpful, knowledgeable and overall great at his job. Definitely coming back.

Eric is the greatest customer service representative I have ever worked with when it comes to Mobile service. My entire family has switched from another service to T-Mobile and have purchased countless items from him because of his level of excellence. He goes above and beyond to assist all customers regardless of commission or not. Ask for him and he'll guarantee excellence and all questions answered. I make the drive to only work with him. I saw one of the head guys of T-Mobile feature him on Twitter because of his devotion to the veterans. As long as he's with T-Mobile, I'll remain a customer. read more

Since I have T-Mobile service, I come to this store when I need to buy anything or have an issue with my phone. This T-Mobile store is great. They have all the features you need for your phone. Even the actual phone service if you want to switch. Unfortunately, one employee can leave a bad taste in your mouth for lack of service. I was staring at the wall, trying to figure out which charger to buy when on of the employees just walked right in front of me like i was invisible to brag something from the wall. Without saying anything, or excusing herself. Extremely rude! read more

The customer service was great. All the employees were really nice and extra helpful. For sure the type of location that I recommend anyone to. read more

This is the absolute worst phone service store I've ever been to, not even just t mobile store. All the workers had a raggedy attitude and gave me a hard time with my situation. I literally drove 10 min to another store and was helped right away. Don't even bother going here. read more

Decent store, but they will definitely try to upsell you and tell you that you need accessory to phones that you really don't need. I honestly didn't appreciate the borderline deceptive upsells. read more

Recently located and net service suffering at home. Walked into the store on a whim suggestion from the wife. Didn't know this type of service existed. She was correct, picked up abox and it works well where we live though our cell net service suffers. Guys there set up everything for us happily as we chatted about cycling and other things. Cool guys! Avoiding the high price of Verizon net, very happy. We did ditch Verizon a couple years back after 20 plus years as a customer with no discounts or breaks. Our t mobile service with cell phones was set up in Montclair couple years back saving us $80 a month switching over. Can't beat that and oh yeah, one of our galaxy phones was free. T mobile has earned our bidness! read more

Josue David Amaya misquoted me. And when I returned to fix the issue, he acted smug and tried to gaslight me into thinking he didn't. His true character was revealed as, in the middle of speaking to me during my second visit, he started helping someone else. The other customer said, "Are you done with him?" (referring to me), and Josue replied, "Don't worry about it. That's nothing." What disrespectful, disingenuous "customer service." Stay away. read more

Big thank you to Gabriel for helping me out with upgrading our phones. He made the process very easy and accommodating. Explained everything thoroughly and was very professional.Thank you! read more

Initially I had contacted customer service telephonically. I was given an appointment to come in person inside the store. When I arrived I was asked by sales representative Jessica what I needed. I explained what I needed and not customer friendly advised I needed to call customer service on the phone. She asked for my identification and did not say please or friendly. I have a business account with T-Mobile and have always had a good experience with their staff, unfortunately not with Jessica. Customer service is important and definitely people's skills to be in this type of business. The other day I was helped by Carmen different experience. She was helpful and professional. read more

Vanessa had great customer service. She needs a raise . She smiled and was very helpful. Keep up the good work. I'll be back.

Getting a new phone line or phone can be stressful but I will be back to this T-Mobile store because of the professionalism and courtesy of Mark - the associate that helped me. I went to four different T-Mobile stores with specific questions regarding setting up a new account and applicable promotions. Each one told me something different. However, Mark took the time to explain the promotions and made me feel comfortable with my purchase. Truthfully, I was one conversation away from going to Verizon. Go to this store and ask for Mark. read more

I am informed T-Mobile support is in the Philippines. I escalated the issue with my line and no service, rep said someone would calle back. Problem persists and no call back. I'm deleting the number as Tmobile cannot resolve their own technical issues. Why pay for a line that has no service at all? read more

After 8 years of sticking it out with AT&T, I finally found a deal to switch over that I was compelled to take. I went in the store and first spoke to Luis, the manager, who was nothing but professional and respectful to me. He explained what they currently offer and how the process would work should I decide to switch. When I went back to the store after discussing it with my family, I received exceptional customer service from Steven. He guided us each step of the way and took cues from when we were overwhelmed with information, or when we needed clarification. He went out of his way to make sure we got our phones unlocked so we could transfer them over. Me and family could not be more pleased with his professionalism and character. Both guys are great assets to Tmobile and while I don't know if service used to be bad here, I know that it's exceptional now. I would recommend them to anybody. read more

This was the worst ripoff! They took my Iphone 7 as trade-in for a new Iphone 13 and sold me a bunch of extra stuff. The phone cover was $40 for just one. It cracked within two months & they wouldn't replace it. I got three for $8 from Amazon! Their service was awful & people could not hear me many times. I went into the T-Mobile store 3 times & called customer service several times. They did nothing! Finally I got so annoyed with the service being so unreliable, I canceled & went back to Verizon wireless! No service problems now. Also, they kept my old phone & denied the $400 credit. I had to pay full price for everything before I could leave this terrible company. Don't fall for the "free" I phone promo! It's a scam. read more

Came in on a Wednesday afternoon to a decently busy store. Two employees were busy helping customers while another employee Jorge stood on his iPad walking around the store not talking to anyone. I was told it would be a 10-15 minute wait which would have been fine had each employee been working, but literally watching Jorge stare at nothing the whole time was a little ridiculous lol He eventually talked to one other person but then went back to staring lol Such an interesting experience. read more

Francis was very helpful and was able to get me started on my brand new phone. I recommend her to any one that has questions with iPhones she's very knowledgeable read more

Im gonna start off by saying that I have had some REALLY bad experiences at this store. And we came here last week because they were the closest location that was still open AND had the iPhone 8. I was hesitant because of our previous experiences but I was like what the hell we already discussed leaving T-Mobile and voted against it so let's just get through it. When we got there, they were semi busy. I was a little encouraged because Eric helped me find the iPhone over the phone. I went in a few hours later and we were greeted by several employees. Moises approached us with a tablet and asked us what we were in for. We ended up buying two phones. It had been a REALLY long time since we upgraded and Moises was very helpful in the process. We had some issues with our account and he tried his best to accommodate us. He even offered some advice on how to fix it afterwards since the actual customer service people were almost no help. He explained how to do data transfer on my dads phone, how the insurance switches over, and a few other things here or there that we had questions on. I appreciate Moises' time and efforts! We will def be back to purchase phones and accessories from him. Thank you again! read more

Went in today for an upgrade . Nice clean location . Fast service. Wanna say thanks again to Carmen who helped answer all the questions I had! You made my experience so pleasant and easy , someone give this girl a raise lol read more

HORRIBLE EXPERIENCE! Jessica was the worse. Had an attitude from the beginning, had to call her out on it and had to have the manager step in and "help us". Everyone there is just there for the sale, if its any other issue than a sale for them, they seem not to care or act as if they cant do anything at the store. I had to go to the El Monte location where they completely were able to help me out and provide amazing customer service! read more

Ryan was an extravagant worker. Me and my sister were stumped on what to do with the issues we had with our account and he helped us quickly and efficiently. He deserves a raise for his hard work and positive attitude. read more

Once I was a loyal customer but unfortunately I had six members of my family passed away within 4 years had problem playing they said they would help me they end up deducting money off my debit card I didn't have the means of paying so I had to pay the bank and pay these greedy people from T-Mobile to keep my service on after I explain my situation they said they would help and they still took the money out of the bank so T-Mobile kiss my ass your ounce loyal customer read more

Stopped by the store today to upgrade my S9 to the new S10. Jasmin was there to help me every step of the way. They didn't have the white...but she showed me the blue one and I liked the "Frozen" look it had to it. She was more than patient with me when we had to start all over because I wanted to change something from the original transaction. She was also patient when my android pay app didnt want to work. And she transferred ALL of my stuff from the old phone to the new one...I didnt have to do anything but wait. Great customer service on her part and on the guy who sat and kept me company while I waited on the data transfer. read more

Service was awful and was forced into buying into insurance even though I repeatedly said NO. I went into the store to get 2 new lines. Immediately, the rep started the paperwork without explaining any options; I had to ask about the plans. Boy was the rep pushing the insurance on the phone even though I repeatedly said NO. After all was done and he presented me with the contract, I notice a $20 insurance fee was added to the contract and I asked him about the insurance I said NO to. He said, oh, you can cancel it later. I said, no, remove it now. Seeing I was getting irritated, he said OK, I'll take it off. Beware anyone getting new lines with in this store. This store is pushing hard on insurance and won't take a NO for an answer. read more

Went into the store today to purchase a new iPhone 8 plus. We had a major problem with the 611 customer service rep for giving us false information before going into the store. Patty came in and she tried so hard to fix the problem! Eric and patty helped us get the phone and fixed the problem that we encountered. We got the new phone we wanted and left with the phone. Eric helped us transfer the information from one phone to the other. We appreciate it ! Thanks patty and Eric! read more

I went to this store to see the cellphones they had & to also get more information about the service & all., Mr Victor Lopez, is the agent that assisted me, he was very helpful friendly & professional, I cannot complain he made everything easy for me to get the devices I needed for me & my family, if you need to go to this store for any reason I highly recommend you to go to him Victor Lopez, when it comes to the cellphones & the service so far this is been my first month with this company & I haven't had any issues, as a metro pcs ex customer I see the difference, just think about this u get what you pay for, I pay just a bit more but I have a way nicer phone galaxy edge 6 as well as my family the service is great, so far I like it, read more