T-Mobile

First, when we walked in, I overheard a conversation between Aija and Janica (what their name badges read– Im skeptical they use their correct names) about how to get credit for a transactions on a purchase. Thinking we are foreigners, I could see something was up from the beginning. We just wanted 2 SIM cards for my granddaughters visiting from a foreign country. Somehow, Janica could not get my AmEx card to take 2 transactions, so, she asked for a second credit card to purchase the 2^nd card. I knew at that point we were being bamboozled, I wasn’t born yesterday! We were in a hurry, so, rushed the whole transaction. No surprise, the 2^nd SIM card never worked, and spent sometime online fixing the situation. Corporate is aware, as I gave them pictures of them, their employee numbers, and everything on the receipt. If you are a foreigner, RUN AWAY! I would never trust this store!

This T-​Mobile store is great! Ayanna and Patrick are wonderful to work with. They are patient and very helpful. They took the time to help me transfer all my items over to a new phone and were so nice and fun to be around while I waited. They made me feel like part of the team. They are not always that crowded, which makes it easy to get in and out in a good amount of time. I look forward to working with Ayanna again!

Went here with my wife to upgrade her phone using the Jump plan we pay monthly for. We asked what we would owe if we were to trade for the iPhone 6 Plus. The rep seem somewhat confused and checked with the manager, who told us we would need to pay an additional $ 108 to upgrade after the credits we’d receive for the trade, etc. We went over this multiple times and then said we’d take the phone. They said they were out and they would have to get it from another store. They would have it for us the following afternoon. So we went home, backed up her phone and wiped it clean planning to turn it in the next day. The following afternoon my wife returned and they didn’t have the phone yet. They promised they’d have it the following day. On the third day they finally had the phone. They went to ring us up and then, after two reps spent 20 plus minutes staring at the screen in befuddlement, they reluctantly told us the manager had been wrong about how the jump plan worked and it would actually be $ 234 to upgrade. We told her if we’d known it was that much, we wouldn’t have started this process in the first place. They offered us a free case. When we said that wouldn’t cut it, they told us they would have their small business rep call us to see if he could fix the situation. Four days later and no call. Terrible customer service and a massive waste of time. We’ll call T-​Mobile corporate to go over the entire situation. Luckily, we were smart enough to get the names of all the reps and manager manager we dealt with along and we wrote down all the numbers they gave us with their explanation of how the credits would be applied. Avoid this store at all costs. We’d been happy with T-​Mobile before this but this makes us question or decision to return to T-​Mobile last year. I’m glad we don’t have a contract at least.

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.

This is the BEST T Mobile store. The staff’s friendly, helpful and they know what they’re doing. Sure they want me to spend more money on a bigger plan but they helped me with my little pre paid account and even let me switch to a monthly account when I traveled out of the country for two months then switched me back to pre paid. They validate parking too.

Simone assisted me when getting my phones and she was the best! I was sick and tired and with Sprints service and phones so I walked in to see other options. Steve greeted me and assisted me right off the bat. No waiting. And then he passed me on to Simone. She was very helpful and knowledgeable about everything. This is far by the best experience I’ve had when purchasing phones and service!

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.

First of all let me start by saying thank god i didnt see any of the previous post from unhappy customers that had visisted in the past. This store was awesome from the moment that i walked in COPLETELY NEW STAFF. All the sales associates greeted me with a smile and were very eager to help me in my time of desparation. I walked up to the counter and was immediatly asked if i needed help i said yes and was greeted by Raymond B. i told him that my hpone was on the blink and that i needed a new one ASAP because i was going out of town that night. He assured me that i would get another one and not to worry. Long story short i walk out Very Happy! i was a customer of another carrier for many years and visited many other locations and never really left feeling like this. Thank You T-​Mobile Main and Marine i appreciate all the help you gave me

This store is a hidden gem near the Venice Boardwalk. I had a really pleasant experience here and I was greeted immediately upon walking in the door. I expected the vibe to be laid-​back considering the area, but they were very professional. Jennifer was especially helpful and she answered my multiple questions. She definitely made the experience of choosing a phone and setting up my plan fast and easy for me. I highly recommend this location, and Jennifer deserves a raise!!!

Fantastic Staff. Great Service.
I dropped my Windows phone and received a replacement. I was not able to transfer my data. After a couple of calls to 611, who were helpful but didn;t resolve my issues, I decided to go to the store in Santa Monica. I was greeted right away and helped soon afterwards. Marisela stayed with me while the other staff helped incoming customers. She not only helped me transfer my contacts, she also resolved my internet problem. Thank you Marisela and staff for your help! (and patience!)

I went into T-​Mobile on Main St before Black Friday, to investigate new phone & service options. I was helped by Carolina T, who was knowledgeable, helpful & very patient with me (as I had numerous questions). After scouting for similar plans elsewhere I returned to Carolina; she had been so helpful earlier, and the plans on offer were $ 110 cheaper PER MONTH than Verizon for a not-​as-​good plan (for 3 business lines).
When I went back, Carolina continued to be as helpful as previously. She set up my business plans, set up my phone and even transferred all my contacts for me. She has also followed up to ensure that everything is going as I hoped.
I am thrilled with my new phone (HTC One) and have had no coverage problems so far. Furthermore, with the customer service I received on both my visits, I will happily continue to do business with the team at T-​Mobile on Main St, Santa Monica.

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.

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.

This location has been a great resource for me when I transferred my phone to T-​mobile. The staff was courteous and friendly, and even the store manager took an interest in my needs, showing the best type of plan for my needs. I will be referring my friends and business associates to this store!

To those of you who are scared off by the awful star average for this location (as I would be), I want to start off by informing you that as of February the store has completely new management and staff. While the stories that those below told do sound annoying and inconvenient, I can assure you that everyone I’ve interacted with in more recent days has been above and beyond in terms of service. What a difference a few months make!
I was in a cell phone limbo after being on ATT for 10+ years, and was finally convinced to give T-​Mobile a try by a friend who swears by the service. As soon as I walked in on a Saturday, I was impressed. While most other cell phone stores would have lines of impatient customers waiting to be helped, it was quiet and peaceful in there and the floor manager approached us right away.
From there we were handed over to Marcel, who is one of the most patient, knowledgeable, and friendly mobile phone customer service reps I’ve ever met. He walked us through deciding whether or not to switch from iPhone to Android, how to get the best deal in plans, and broke down every single charge with us.
As expected, when I came home with my new iPhone and tried to seamlessly transfer everything over, I hit a few hurdles. Now while there’s no denying that Apple is super annoying when it comes to this, I have to say that T-​Mobile went out of their way to fix as many of my issues as possible. I stopped in the next day and spoke to the manager Steve, who did his best to help me out but admitted that he wasn’t an iTunes expert, and that I might want to come back in a couple of hours when Marcel came back in. I did as instructed and he jumped right into helping me as soon as he clocked in for his shift. He spent nearly an hour and a half working with me using not only my phone but my laptop, which he has no responsibility to! He even tested out things on his own phone before trying it on mine to make sure he didn’t lose any of my stuff.
Though he couldn’t solve every single problem I had, he did solve all of the ones he had any control over. The rest of it will have to go to the Apple store, which I’m dreading, but I’m more looking forward to going to them with 2 issues instead of about 5!
I’m sure I was a super annoying and high maintenance customer but they rolled with the punches and helped me out every step of the way. These guys are working their asses off and I hope that more customers recognize this and give them some Unilocal love to improve their outdated reputation!

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 Unilocal,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 3^rd 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.

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?

This T-​Mobile is 4 blocks away from my apartment so of course you will find me here. Not anymore. I bought a new phone a year ago from this location and the girl that helped me out was sooo nice. I’ve been in the store a couple of times since and haven’t seen her.
But today, I went to Tmobile because my phone wasn’t letting me see my visual voicemails & would not sync to my Gmail account.
First off, there were 4 people on staff and not a single person in the store. There were 3 guys and 1 girl and none of them ever smiled. The 1 girl wouldn’t even look up, she would just go back and forth to the back room. Moving on…
The guy that helped me (black dude with diamond studs — wish I got his name but I was too irritated to even make small talk) was a total dick.
It started like this:
ME: «Hey, I can’t check my visual voicemails it gives me an error message and force closes»
DUDE: «Well you dont have any»
ME: «Yes I do, I have 5, I know I do because I’ve gotten missed calls and those people have told me they left voicemails. And, it says there are 5 on the screen but i cant go into the program because it shuts down»
DUDE: «Well I just checked and it says you have none»
ME: «Ok, thats not the point, the point is is that theres an error message and I cant check them so how can Tmobile help resolve this?»
DUDE: «Well just restore it»
ME: So I have to restore my whole phone because of one little issue? Is there a different way?“
DUDE: «Delete some apps»
ME: «I did, I deleted all the new ones already.»
DUDE: «Okay well…»
ME: «Also I cant sync my contacts to my phone its been like that since I got the phone»
DUDE: «So after a year of having the phone, now youre coming in to tell us?»
ME: «Thats not the primary reason why I came in but I thought I’d mention it since Im already here»
DUDE: «Well just restore the phone»
ME: «Okay, I guess I will have to since theres no other way»
He asks for my phone # to input it in the system. I used to live in Salt Lake City so his kind remark is, «Oh Mormon state, huh?»
ME: «Yeah I dont live there anymore but yup»
DUDE: «WELL OBVIOUSLY.»
time goes on…
He asks me to disable my visible keylock so he can restore it so that’s what I did. He tries to restore it and I wait about 10 minutes.
DUDE: «well you didnt disable your SIM card lock»
ME: «well you didnt tell me I had to disable it»
DUDE: «well yeah you were suppose to.»
ME: «uhhh ok i will do that now»
After aimlessly walking around the store while he is chatting to his «homeboy» on his cell phone about fantasy football and how he’s so pissed off so the whole store can hear him, my phone is finally restored & my contacts are synced.
I eagerly leave the store and go home for an hour.
I decided that I wanted to look at some photos. Only to find out, that he took out my SD card so I wasnt able to do anything on the phone!!!
I called him and he recognized me as the girl with the broken phone. I told him that he took out my SD card and never put it back in my phone.
DUDE: I gave it back to you.
ME: You never told me you took it out and I never saw you give me the card back
DUDE: Well I gave it to you, I put it on the counter by your purse.
ME: How am I suppose to know that you placed it there?
((After he looks around for it, I tell him that I will be there in a few minutes))
What a horrible way to spend an hour at Tmobile. I will be going to a different location. I’ve noticed that a bunch of stores on Main St have awful reviews and I think its honestly the lack of customer service people they hire! The person who interviews these Tmobile Reps must be high as a kite.
Get some manners, boy! Or, go home! You make me want to leave Tmobile after being a customer since 2004.

If there was an option for minus stars, this T-​mobile store would get that! I’ve been a T-​mobile customer for years and for the first time, I had some phone problems. Being close to home, I decided to take it to this store to see if they could figure out what happened.
I got there and the explained to the woman (I wish I saw her name, but I was too focused on my phone) the problem with my phone. It wouldn’t switch on! I asked her if she knew what the problem would be and she responded, «well, it IS an old phone so it’s bound to happen).
She right away said she would put in a request for a replacement to be shipped over and was very persistent about it. I explained to her that I did not want a replacement and I wanted to know the problem with my current phone first. She wouldn’t answer my questions (she could have just said that she did not know).
She was insisting that she would put my order for the replacement and seemed annoyed when I told her I wanted to call T-​mobile first to figure out the phone situation.
I finally just thought to myself, «Why am I wasting my time asking her for any phone help?» And asked her to give me my phone and walked out.
T-​Mobile, WHY do you allow INCOMPETENT people to work at your stores?
PS– I went to a different store (Lincoln & Washington) and the very knowledgeable lady there fixed my phone in 10 minutes and reminded me that my phone is NOT that old to have problems.

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.