T-Mobile

"I’m not usually the type to leave a review but I honestly walked away very upset after my interaction with an employee today. Mainly because I was made out to be problematic and met with some attitude from them. I came in with a question about a transferring of phones that had gone wrong for my grandmother. I work here in the mall right next door to this store, so I figured I’d pop in to only ask how we would fix it. I’m going to give this girl the benefit of the doubt that she was inexperienced and say maybe she genuinely didn’t understand my question. But each time I tried to make it clearer I was met with the same response and a rise in attitude. She became frustrated and said It was the original stores mistake and she (brea) wouldn’t be able to do anything to fix it. When I pointed out we were having trouble understanding each other she cut the conversation and retrieved an assistant manager. This really rubbed me the wrong way because I felt like she thought I was being problematic and didn’t want to deal with me anymore. After pointing the assistant manger to me she didn’t bother to stick around to hear what they had to say (resolution to the problem) and sat back down at the back of the store. The assistant manager had no issue understanding my question and was able to tell me it was as simple as logging out of the Apple ID and logging in to the correct one. And if that didn’t work to contact apple. I wasn’t asking this location to fix the problem at that moment but was asking if it was possible for TMobile the company to help fix it since they set up the phone in the first place. This was an in theory question and the first employee refused to even try to answer because she (brea) did not set up the phone a different store did. I work in retail I know that is not an appropriate answer that’s why I kept trying to find a real one. The mistake of another store reflects on the entire company, so if I come in with a question I expect the person to at least try and give me a solution not pass the blame elsewhere. This review does not reflect every member on the team. I was greeted instantly by the other team members and the assistant manager was very helpful in finding a solution for me. It was just the one girl who I would hope speaks to other “difficult” customers with more respect. Nonetheless get a crash course in what it means to work in customer service. If it was my grandmother treated this way I’d be horrified. The only correct way she handled this situation was retrieving management because I wasn’t getting a satisfactory answer, but it was the way she did that I found disrespectful."

"Great customer service, came in a few days ago to request a copy of a purchase receipt for a phone purchased in March of 2019. Staff wasn't certain they could go further then 24 months, however after taking the time a sales associate and manager were able to locate the receipt. I honestly didn't even realize how long ago was the purchase. I appreciate their patience and customer service."

"Very rude! No one bothered to greet me and when the young hispanic lady became available she totally ignored me and walked to the back."

"We prefer this corporate T-Mobile store to the franchises that are even closer to our home in Fullerton. We like it because service is quick and they're very professional. The last visit required help with a home wireless internet SD card. It didn't take long to get this done and in and out of there in a shorter time than it took to park on a easy day and walk through the stores to find a T-Mobile shop."

"The associate who helped us, Marcus, was kind and empathetic to our frustrating day trying to fix my mom's phone. He was able to get what we needed handled in a fast and efficient manner so we could get on with our vacation to Disneyland!"