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July 2023 by Rosemarie Haro
All those waiting line to have the help you need T-Mobile's the best place I've been there for 20 years a member customer service is excellent always wanting to help us they go beyond trying to help us at my age I need that help LOL I wouldn't trade T-Mobile for any other phone company
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July 2023 by AP P
Really bad customer service. Inconsistent answers by the staff. Two different answers by the staff. I was able to resolve the issue at an another t-mobile store. Manager is also incompetent. Avoid this store
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June 2023 by EfranKo05
They made a mistake in my plan and I'm stuck paying for it, they said they where gonna fix it and call never did went again just to get same response, just save yourself some problems and go to other t mobile
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March 2023 by Mitts M
Izzy is Awesome!After The T-mobile sent me my insurance phone ; I spent an extra two weeks without any service due to an error they made on my line.During these two weeks without a phone ; I went to a different certified retailer for help; who just pushed my problem a side and blamed the insurance . (montebello)Izzy is the complete opposite of the associate at the Montebello location .Izzy has been the definition of Amazing customer service ! At her Rowland Heights location ; She was Friendly , Patient and extremely Understanding.Taking several hours out of her day on the phone with Tech support and troubleshooting;Izzy went above and beyond in an extremely busy store and made sure I went home with a fully functional phone that night !I can not thank her enough !Thanks Izzy !!!!!!!! :D
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November 2022 by Ricardo Sarabia
I've been a T-mobile customer for a long time. They sold me protection insurance on my previous phone and when I upgraded to a Z fold, I continued with the Protection 360 insurance. The front screen cracked due to a fall, I went to a T-Mobile store to start a claim, but I was told that they don't process any insurance claims in the store. I got the number from them and proceeded to start a claim over the phone. I was given 2 options, phone replacement with a refurbished phone or phone upgrade for a $199.00 deductible plus any applicable tax.I decided to upgrade, but the representative was not able to tell me anything about the upgrade, so I had to go back to the T-Mobile store. At the store, I was told that I only needed to pay the deductible and the tax for the new phone, I thought that it was a pretty good deal, the representative when to get the phone, and when he came back, I asked, if my current contract is going to stay the same, right?He answered "NO", you are going to start all over, $50.00 a month for 36 months, but we are paying what is left off on your current phone. That's not what I wanted to hear, basically i have to pay the full price of the new phone plus tax and the deductible, almost $2000.00 to start all over. T-Mobile was going to pay the half I owe, less than $350.00, yet, I had nothing to show for all the money that I had paid. If they would have given me another credit, I probably would have a new phone now.I JUST WANT MY PHONE REPAIRED and not worry about issues with a refurbished phone. I downloaded the contract and found the terms for a cracked screen. The deductible to fix a crack screen for tier 1 through 6 is $29.00, but it only applies to eligible smartphones, but the contract doesn’t mention which models are eligible for screen replacement. This way, all phones are subject to replacement, therefore you need to pay the high deductible of $199.00, very convenient for their company.At a Samsung repair facility center, the front screen replacement is $149.00. I have paid over $300.00 for insurance on this phone, so far.I've been pretty happy with T-Mobile, the service and support are very good, but this insurance protection is very questionable. ZERO stars for T-Mobile because they are using this insurance company, plus, i'm sure they must be benefitting from each other.
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November 2022 by Lily G
Worst experience ever!!! I don’t know the name of the girl, she is Hispanic, she did a terrible job, we did have to call costumer service to assist us with a job she did not finish, I hope they fire her, they need better costumer service.
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September 2022 by JAMES CHAl
To provide customers with patient, warm and meticulous service. Because my phone has been used for many years, I have forgotten the registration at that time. Mr. Tsai patiently helped me to check for a long time, and finally helped me to solve the problem thoroughly, I am very grateful.
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September 2022 by Dennis Shen
Poor customer service, even told me to call t-mobile while I was in the store, wth.
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August 2022 by David Tuero
People are friendly, and the service usually good. I've been here a bunch of times and they don't mind answering your questions. I only give it 4 stars because when it's busy (usually the weekends) you might end up waiting a long time... I don't know if there's a better system to help them with that? Other than that, I'll keep shopping there.
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August 2022 by mona Lu
Daniel is great. As I came to the office in Rowland Hts I have a lot of questions need to get answer. He patiently explain all situation which most suitable for me. Later he need to attend a zoom meeting he asked his co worker Ray (maybe Manager) assisting to transfer all info to the new devise. Ray is also great. Polite, Patient, Prompt and Helpful. I'm very appreciated and satisfied for their service. I have already refer them to my friend. All in all I will give them 10 scale- extremely like. Thanks.
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August 2022 by Kai Zhang
I was treated very good by Jacky & Chris in the past. But I just had a super bad experience today with Emily since the beginning of the conversation. I understand that everyone can have a bad day, so I tried to be more polite and speak slowly. It didn’t work,and she made me feel I’m not welcome by repeating the same word as a machine to answer my question, then she suddenly turned her back, walked to somewhere else, and left me at the counter. Disrespectful? Discrimination? I don’t know… Hope she was just having a bad day, and she is ok now.
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May 2022 by yessenia perez
Jonathan was of excellent help in our phone purchase and questions we had. Great customer service!
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January 2022 by Tristan Rothchild
Patient, polite
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August 2021 by Frank Li
I went to this store to change my sim card due to 2 of my devices lost, mobile expert Alex helped to change it, I asked if he can help me void the sim card fee, at the beginning he said he can help me to void one then I have to pay for another one, later on he said he can not void anything due to his manager Chris's order, he told me customer service can return the charge back to me if I call them. Of cause they can credit back or easily ship me free sim card, but what I don't understand is why when he could get it done with a single touch but he didn't, and tried to give customer service extra work. Is that because customer or their customer service's time not valuable? The only thing I feel for this store is he was not willing to help at all, he doesn't care what happened to you and none of this is his business to make a you as a customer feel better. That was a "best" cooperate store ever, should not even go there, will never come back again, thanks for making my day worse.
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July 2021 by Wayne T.
I've been at this location a few times, and the workers there are usually able to solve issues with my device. However, I came here during Mother's Day to trade in my old phone and was not informed properly about how much I had to pay. The worker who was handling the trade in device deal did not explain about the monthly payments and how much I was going to have to pay. I traded in my former Samsung Galaxy S9 for a brand new Samsung Galaxy S21 5G. He said that I needed to just pay for the tax and an accessory for my Samsung Galaxy S21 5G as a result of that trade in device deal. There was no mention about how much I was paying monthly for the phone and for how long. Therefore, I want to express my disappointment with how the worker left out some really important details regarding the payment. I only paid for the tax and accessory for my new device while I was there, and it was very inexpensive. Didn't find out today why my phone bill is actually quite expensive until I was informed about my monthly payment for this device. Please be more professional about these things even though there are lots of customers to deal with. I probably would have turned down this deal had I known how much I was paying monthly for next 22 months I'm paying..
