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March 2024 by Sarah Fredericks
I believe it was David helping me upgrade to a new iPhone 15 on March 17th in the early evening. He was very helpful getting me set up until he didn't set up my cellular connection. I asked before I left if I should do anything to get my phone number to work on the new iPhone. He said follow the directions and I should be all set. I don't have the QR code and had to call to get assistance. I've now spent an hour trying to get it set up. It's a big inconvenience. (Sarah Pittman)
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March 2024 by Theodore Roosevelt Deckard Jr.
I went back to this Tmobile this past wek and once again was assited by Julio. I was able to get the Samsung S24 plus for a reasonable price. The reason that I had to pay was due to the fact, that there was another line which has the S23 that I am still paying on. However Julio was upfront with the situation and was able to get the deal done. By the way the S24 plus is worth it. And besides that in less than six months the S23 will be paid for and my bill will drop significantly and the S 24 plus will be literally be paid for as well. Julio was very professional and pleasant. He was able to assist me in paying the payment arrangement that was set up. The only thing I would recommend to have an payment machine, so that you can make an payment without checking in with a customer representative. Or waive the five dollar fee. Especially if you are a veteran. Or have them ask a customer. Other than that only had to wait five minutes, which was very good.
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February 2024 by Inge Wang
Nico great service today , thanks
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February 2024 by Diep Le
We switched to T-mobile from Verizon. Even though it took us half a day to get everything done, the staff service was great. The new installation was done professionally and as promised. We saved about 25% of our bill. Wished I had done the switcheroo earlier. Thank you to Joanna. She was very patient with us. She even helped us when we got back home. Joana definitely deserves a promotion and a raise. I would recommend this place.
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January 2024 by Yan Zhong
We went T mobile 6 times over past 2 weeks and called 3 times on the night of 1/13 to get my phone activated. I still not able to activate my phone. I visited T mobile in UTC and PHR village. Their website doesn’t update my information on time leading to delay in my access to my account and activating my phone. We have been paying T mobile since Dec 2023. It’s ridiculous experiences. Over the past 12 hour, I have no phone service on my phone. I tried to file a complaint via 611 but no one literally take the complaints
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July 2023 by Rayana U.
David was so helpful! I really appreciate how he took the time to help me, he was super nice and friendly and good energy. Thank you David!
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May 2023 by Binu Sreedharan
best T store I am suggesting in UTC area. amazing staff experience
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May 2023 by Karin C.
Visited twice and David on the second visit helped me unlock my phone in minutes. Really appreciate David and his kind, friendly knowledgeable service.
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May 2023 by Alex H.
Tristan is the man. He helped my friend and I get situated after his phone got stolen and made the process easy to understand and gave us the best advice. Definitely one of the best cell phone sales reps I've ever spoke to. I'd recommend him and his team to anyone in the area. Thanks again T.
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April 2023 by K
Visited twice and David on the second visit helped me unlock my phone in minutes. Really appreciate David and his kind, friendly knowledgeable service.
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March 2023 by J J
Absolutely terrible service. Warning!!! Do not ever get a new phone from here and try to do a trade in.NiCO - the representative that assisted me. I tried to trade in my phone for a new one. Spent more than an hour in store and the whole thing. She assured me everything was done and that i will receive my new phone in the mail and then i just have to ship my old one. Well, that is a complete LIE. I got my new phone but for some reason they didnt do the trade in and i will have to pay for this phone in full. Tmobile gave me the run around. I talked to multiple agents and everyone had something different to say. In the end, they told me that all i could do is return the phone completely and wait in the mail for a new one. Mind you, ive already transferred everything to this new phone before i knew all this mess up. They would not even give any kind of compensation for all of this. Oh wait, they told me they will be waving my restocking fee for returning the phone that i didnt wanna return in the first place but now am forced to in order to get my trade in. So generous of them to wave that.This is just absolutely terrible customer service. So youve been warned, do not go to this store for a trade in. Unless you wanna have a horrible time.Update(30 min later): Oh wait! I spoke too soon. I decided i dont want the trade in and all the trouble this has brought me so i just wanted to return the phone.SANDY - store manager. The one who generously said they will not charge me restocking fee for the return has taken her word back and said she will not be waving it after all, since im not doing a trade in anymore and just wanted to return.Every step of this transaction was a LIE. For every agent that i talked to, ita a different process. Never again.
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March 2023 by Maya Lawson
Worst customer service ever in a T-Mobile store. Sandy, the manager, is very rude with customers. If you need to go to a T-Mobile store, don't go to UTC, look for another store where you will probably find a better manager than her. That's what I did and had my problem solved so easily after experiencing her customer disservice. Sandy needs training on how to deal with customers, specially the long ones.
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March 2023 by Google user
Worst customer service ever in a T-Mobile store. Sandy, the manager, is very rude with customers. If you need to go to a T-Mobile store, don't go to UTC, look for another store where you will probably find a better manager than her. That's what I did and had my problem solved so easily after experiencing her customer disservice. Sandy needs training on how to deal with customers, specially the long ones.
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February 2023 by Dena A.
Absolutely terrible service. Warning!!! Do not ever get a new phone from here and try to do a trade in.NiCO - Was the representative that assisted me. I tried to trade in my phone for a new one. Spent more than an hour in store and did the whole thing. She assured me everything was done and that i will receive my new phone in the mail and then i just have to ship my old one. Well, that is a complete LIE.I got my new phone but for some reason they didnt do the trade in and i will have to pay for this phone in full. Tmobile customer service gave me the run around as well. I talked to multiple agents and everyone had something different to say. One of them instructed me to go back to the same store so they could reprocess everything and hand over the old phone to them as the trade in phone. I had to drive 30 mins away to the SAME tomobile la jolla utc store i purchased from even though they have so many! When I got there, they told me that all i could do is return the phone completely and wait in the mail for a new one. Mind you, ive already transferred everything to this new phone before i knew all this, bought a case, etc.Now, listen to this logic...i was told i had to return the s23 and wait for a new one and THEN do the trade in. Mind you, i already had the S23 they shipped me and they couldnt just reprocess everything and take the old phone as a trade in all in one transaction? Nope, guess that is too logical. They would rather, you start all over again, literally. Even when they dropped the ball!!!They would not even give any kind of compensation for all of this. Oh wait, they told me they will be waving my restocking fee for returning the phone that i didnt want to return in the first place but now am forced to, in order to get my trade in credit. So generous of them to wave that. So I decided i dont want the trade in and all the trouble this has brought me so i just wanted to return the phone. SANDY - store manager. The one who generously said they will not charge me restocking fee for the return has taken her word back and said she will not be waving it after all, since im not doing a purchase anymore and just wanted to return. $70 restocking fee that I didn't even know about (no one said anything) since I returned the phone within the 14 day period and now have to pay!!!! Btw, both Sandy and Nico left while I was with tmobile customer service elevating the issue. You would think a manager would wait and resolve the issue or mitigate, but nope, I had to make the return with some other agent who didn't know much about it. Stellar customer service management!This is just absolutely terrible customer service. So you've been warned, do not go to this store for a new phone purchase/trade in. Unless you wanna have a horrible experience.Every step of this transaction was a LIE. For every agent that i talked to, its a different process. Never again. Save yourself and go somewhere where staff actually know how to process transactions and won't falsify or withhold information for a sale!
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February 2023 by Kimberly McCown
No greeting or welcome upon entering the store, not very cohesive teamwork/communication from the staff, long wait times, had to wait 10 extra minutes just for their safe to open to check if a certain phone was there, not much knowledge from the staff on how to assist long-time Sprint customers that merged over to T-Mobile, no good deals offered like what Sprint had. T-Mobile is impersonal and cold to its customers. I miss Sprint!
