Sprint Store

Jeff went to get a part on his phone repaired but somehow they managed to mess up the entire phone. Photos that had no back up were gone. They had tried transferring the pics from the messed up phone to a new phone but it didn’t work, the old phone no longer seemed to hold a charge. In the meantime, we are sitting/​wandering ducks in the store. Jeff notices the phone didn’t hold a charge but for whatever reason he didn’t bother to say anything. One of the people asked if I had been helped and I ended up telling them about the phone not holding a charge.
He waited around for about an hour just to basically be told, «Oh sorry about that» AS IF IT’S GOING TO FIX CRAP.
Screw this place! I hope he will never go back to this store.

I came here in April because my old Sprint phone wasnt turning on. I had years of pictures on the phone I wanted recovered, along with phone numbers and addresses. I had bought the phone at the Sprint store in Aiea in 2012. (that store was really good, btw). The woman doing repairs made a cursory examination of my phone and said it couldnt be fixed. She made no effort to recover my information. I had a 2 GB card and it stored some information from my first year out here, but I lost everything after that. But it was the way that she acted: she did not care at all about helping me. I suppose that is their way of selling new phones. More about her later, unfortunately.
So, I signed up for a new phone. A lease. $ 20 a month to lease an S5 (the next week the S6) came out but they didnt tell me that). The salesman was a new guy, but I was patient. He offered all this stuff to me and I denied most of it. He told me I could have a new tablet absolutely ‘free.’ I had to ask him several times to clarify that I did not want my bill to go up at all. He assured me it would not.
At first they began billing me for the tablet data plan. I called Sprint and told them what happened and what I was promised. For several months they deducted the amount from my bill. Then a few months ago they would not. They said I could cancel the plan and pay $ 160 cancellation fee.
Then my phone broke (or I broke it). I took it to this store today. The store was empty, which surprised me being the day after Black Friday. But given their service and my experience, it soon made sense. There were like 8 employees all doing their own thing and while the maintenance woman welcomed me no one actually said, «what can I do for you?» or anything like that. Most of them ignored me.
So I noticed it was the same woman who could not (would not) fix my phone earlier. She said she could not fix this one either without even looking at it. She told me I had to submit it for an insurance claim. I asked if I could recover my pictures, et al. She said no. I said you mean it is all lost? She said yes. So I left. When I got home my friend told me the data could be recovered. So the maintenance woman just didnt want to help me, again.
The people at the Kapolei store have been misleading and far from helpful. They are indifferent and don’t care to actually help customers: they just want to sell you junk. And if you live on the west side or central Oahu, don’t plan on having any service. At work and home I have difficulty even making phone calls. I would not recommend Sprint as a service due to poor signal strength, and if you already have them, take them to Aiea or another store. I am cancelling Sprint in a year and a half when I can get out of this contract. To heck with ‘unlimited’ data. Just not worth it.
UPDATE: Just went to the Sprint insurance website. Since my phone was leased I had to have insurance on it. Just found out that the deductible is $ 200. WTH am I paying insurance for? I could buy a new phone for that. Insane. So I am going to fix the phone myself and then find a new carrier that will pay my cancellation fees and GET ME THE HELL AWAY FROM Sprint. This is what I get for being a loyal customer for 9 yrs.

Kiani helped me get my brand new iPhone 6 plus before my upgrade date! She was so helpful and efficient, I wish that more people in the customer service world had her skills. I hope that the managers at sprint know that they have a gem at their Kapolei location. Kiani was the best customer service I’ve had in a long time. Thank you Kiani for being so amazing! These five stars go to you :)

The service was good but the hype about all the towers for better reception and LTE was a bit much. I was very excited about that and a few months later I realize that my phone isnt as fast as my last carrier, and i only had 3g. All in all the price was unbeatable but its not as fast as i would like it to be. I gave it 3 star because my bill is alot lower than my last.

Be very careful what you get & sign up for at this store. Received the Tab 3 & was being charged $ 15 a month for the service. Well the Tab 3 is not compatible with any college courseware which was the only reason to get the Tab 3. Now since i am returning it after 14 days they want to charge me $ 200. Worst customer service & taking advantage of a customer by not providing the proper service for a customer.

We got lucky, because we didn’t have to wait. Called on Saturday afternoon around
1pm, got there at 2pm. Kiani helped us, right away. Her manager is the one I spoke with earlier and was very helpful also. Kiani was awesome, very knowledgeable, great customer service. We knew we wanted the Iphone 6, and we’re glad we chose it. The Plus IMO is too big and just a blown up 6. Very clean store, organized, would go back again in the future.

If you want to get the best bang for your buck from the best sales reps there, see SCOTT & KYLE. They took the time to show me all my possible options to get the best deal on the smallest budget making me one happy customer!!! They’ve met and exceeded all my needs that I had for a smartphone and i managed to get TWO phones PLUS a Samsung galaxy tab 3 on my small budget!!! Merry Christmas to me and a very merry Christmas to you guys out at Sprint Kapolei!!!

Friendly and helpful associates. Im happy to have a sprint store so close to home.

I wouldn’t even give them 1 star… Customer service suck!!! Time to switch carriers!

Got my Note 4 here. Friendly staff and Excellent customer service… will be coming to this Sprint location from now on

DO NOT GET SPRINT! No coverage in 75% of Oahu. You will pay for services that you can’t use due to poor coverage. Save yourself the time and money and go to another carrier.

Absolutely the worst customer service EVER. We «signed in» as soon as we arrived (do they think they’re Apple or something) and we waited over an hour before finally walking out. The guy signing people in was incredibly slow – slow at walking, slow at taking, slow at typing, you get the picture. You would think he was taking a leisure stroll in the park instead of helping to process a room full of customers. There were 3 other employees that were taking way too long with each customer. One lady was with the same customers from the time we got there and was still helping them when we finally walked out! She was obviously flustered and didn’t know how to resolve the problem these people were having. I’m waiting for over an hour and I really want to be helped by someone who doesn’t look like they know what they’re doing… right?! WRONG! Sprint is so lame in general. They have the worst service on this island and good luck trying to get some help on the phone or in person because a long wait is apart of their protocol. Where is the zero or negative star function? They don’t even deserve the single star I had to give in order to write this review. SMH.

Jeff is the Man. He helped me and my mom out and we are very appreciative. She has bought her first smart phone, Galaxy 5. She loves it and bought a Harmon/​Kardon standalone speaker system. Unbelievable.

Awesome customer service! Scott was real nice and explained everything so well. It’s my first time with sprint and I’ve been told that they will be getting major upgrades this year. I’m pretty excited. I rarely give 5 stars but I had a really good experience here :)

The in-​store costumer service gets 5 stars, but sprint’s cell phone coverage is the worst on Island which gets a ¹⁄₅ of a star from me. Sprint keeps promising that they will repair and upgrade its towers but nothing has happen. Do not get sprint! There are much better providers on the island.

This store is awesome. The customer service was excellent. They were so busy but made sure I was taken care of in a reasonable time. They have a huge selection of new phones for a CRAZY cheap deal. I was trippin out when they told me about there new month to month plan. If your looking to change your cell phone carrier I highly recommend you go in and take a look.

Actually 0 stars here. The worst customer service you can imagine. After 4 visits to the store I gave up trying to get a phone for my business. They were not accepting a letter from my bank, a letter from the state of Hawaii or the businesse’s tax id number as proof that the company existed. They wanted a utility bill or a mobile phone bill from me. The company had just been established. Kidding right… was I not trying to get a mobile phone through them? I rather stay with t mobile and enjoy their service which is excellent. Haven’t mentioned that they never contacted me in any way. Every time I had to either go by the store or call them myself. Well done Sprint, way to scare away a new customer.

They just expanded their store & now they have a repair center too! It just finished about a month ago so their still ordering their supplies and parts and soon they will be just like the Pearl Kai store. They still gotta hire more techs too. It will be great especially for people like me, cause I live in Nanakuli when my phone needs to be repaired I don’t have to go all the way to pearl kai now! The lady that helped me today was great & friendly unlike some of the other workers who look like their just having a bad day. She also looked new to the kapolei store cause I never seen her before. I would recommend coming here not as busy now but because they have the repair center once the word gets out they probably would be soon.

I had to come here to get a new phone number. From the outside, it didn’t look like there were too many customers (3 couples), so I though I would be in and out fairly quickly. Wrong. Other Sprint stores I have been to in the mainland have a sign in area or a person standing by the door to check you in and ask what you need help with. They also help to make sure everyone gets helped in the order they came in. This store should consider that.
There were 3 employees working, all of which had the opportunity to greet me, but did not. They all ignored me. Yes, they were all with customers, but at least one of them (especially the one who was 3 feet away from me) could have greeted me and let me know they’d help me in a bit. I think this is so rude and unacceptable. I worked in retail for many years and know that the customer should always be greeted, no matter how busy you are.
So, I waited at one of the check out areas until someone could help me. I stood there for 20 minutes. By this time, the store was filled with customers, none of which had been greeted. The guy that helped me was very nice, efficient, and knowledgeable, so that’s a plus. I was able to change numbers in about 10 minutes.
Will I return to this location? Probably. Again, for me, it’s all about convenience, and this is the most convenient location… I just hope that the service is better next time.

Not gonna lie, I had no idea this place was here until I looked up a nearby location on Unilocal.Had a little confusion finding it, but ultimately, it’s a really nice location.
We came here looking for a new plan and new phones, to potentially switch over. The guy who helped us was knowledgeable, he could give us average costs off the top of his head, was super helpful in finding us discounts to save us the most, and could refer us to phones with our desired apps and then similar ones that had more than just the basics. Overall, super helpful, pretty friendly, and quick service.
If I scrounge up the cash for my cancellation fees, this is where I’m gonna be immediately after, guaranteed.