T-Mobile — Local services in Arcadia

We were fairly happy Sprint customers. T-Mobile took them over, and we kept getting emails that we needed to update our service with them. The emails stated we would get “free” iPhone 13’s for updating. We went to the T-Mobile store In Arcadia, California around late October 2021. The sales person said they didn’t have any iPhone 13’s, and he would give us iPhone 12’s. No big deal, we thought. So we go home, and immediately notice we had no cellular service. We had service outside our home, in different cities, just not at home. I called them on 11/13/21 about the bad reception. Somebody named “Jean Rose” tried to help me. She put a technician named “Leah” on the line, but she couldn’t help either. Leah said she was putting in a “ticket” to an engineer to fix this issue, and they’d be calling at a specific date and time. Jean said she’d also be calling me back the day after to see how things turned out. No engineer called me, and Jean didn’t call me back either. At this point we decided to find a new provider because our work required good cellular reception. We moved to Mint. Mint canceled T-Mobile for us. About a week later T-Mobile sent us a bill for about $1500. On 2/21/22 I called the number provided by T-Mobile for their billing(?) department. I talked to “Courtney”. I told her exactly what was going on, and she said “let’s see what we can do about getting your phones back” then hung up on me. I have no idea what phones she thought I wanted back. On 3/9/22 I called the number again. I talked to someone named “Jay”, although he sounded like he wasn’t sure what his own name was. I told him we would be willing to send the phones back, and call it even. He agreed to this, and sent me the postage and instructions. I sent the phones to them. They were received on 3/24 by T-Mobile. On 4/11/22 we received a final notice bill for the same amount, about $1500. On 4/13/22 I called their billing number again. I didn’t get the lady’s name, but she was so incredibly rude that I said I had to call back to talk to someone else. She had kids in the background screaming, she was already typing furiously as soon as she answered, and she said “mmhmm” about 30 times in less than 5 minutes. She was either trained to be rude, or she was just completely incompetent, very much like the Courtney person I talked to previously. At this point, I’m considering taking them to court. They have their phones back, in mint condition, and their billing department workers are incompetent. I gave them the chance to fix this, but they didn’t even bother to call me back. They broke our contract by not providing working cellular service. I am not paying for a service I’m not actually getting. BEWARE of T-Mobile. They are not anything like Sprint. And their prices are out of this...

I cannot say enough wonderful things about Stela at T-Mobile wow. From the very first moment we walked in, she greeted us with such warmth, kindness, and genuine care that we immediately felt at ease. My friend is visiting from out of the country and needed a SIM card to stay connected during her time here, and Stela went above and beyond to make the entire process smooth, stress-free, and actually enjoyable.

What really stood out was how patient and attentive she was. Instead of rushing us through, she took her time to explain all the options clearly, making sure my friend understood exactly what plan would best suit her stay. She didn’t just push the most expensive choice—she carefully listened to what my friend needed, asked thoughtful questions, and then recommended the perfect solution that balanced affordability with functionality. It was obvious that her goal wasn’t just to “make a sale,” but to genuinely help.

On top of her professionalism, Stela was incredibly kind. She treated my friend, who is a visitor and doesn’t know the area well, with such empathy and respect. She double-checked that everything was working properly, tested the SIM, and even stayed a little longer to make sure my friend felt confident using it before leaving the store. That level of care is rare these days, and it really made the difference.

It’s clear that Stela is not only knowledgeable but also passionate about helping people. She carries herself with such grace, calmness, and positivity—you can tell she truly loves what she does. She turned what could have been a stressful errand into a seamless, uplifting experience.

Honestly, if I could give more than 5 stars, I would. People like Stela are the reason customers keep coming back. She embodies what outstanding customer service should look like: professional, thoughtful, and deeply human. Thank you, Stela, for making my friend feel so welcome and cared for—you are a true gem at T-Mobile, and we’re so grateful we got...

Would give zero stars if I could. Getting a plan and a phone should have not been this complicated.

I purchased a plan and preordered the iphone16. I was supposed to sign a document that should have arrived instantly, but didn't. Instead of them attempting to get another email sent, they told me I have 3 days to get it and sign. After the second day, I called, they told me that it should have already arrived and to contact the store. The store told me to contact customer support. Customer support then told me to go to the store.

At this point, I switched my cheap plan to their more pricier plan with 5g, but without the phone. So I have a 5g plan, and no 5g phone.

After the 3 days, no help was given, no notice was given, I had to go back to this store to find out whats going on.

NOBODY had an actual answer for me. The asian manager was rude as hell, the person that helped me was dumbfounded and clearly knows something went wrong, but they did not take responsibility for it. I waited 40 minutes just to find out they screwed up, when they could have looked it up within minutes. It's embarrasing that the managers don't jump on issues from a recent customer. Since they did not deliver what was purchased and promised.

For something that should have taken at most 1 week, took 3 weeks. No one claims any responsibility even though it was clear they didn't do what they were supposed to do.

I've had t-mobile in the past, never had an issue when signing up and purchasing a phone. This store gave me the worst experience in my life.

There are plenty of other stores that would be 10 times better, go there instead unless you want to end up with my...