T-Mobile Authorized Retailer — Local services in Cerritos

We went to T-Mobile to see if we could save money on our family’s mobile plan since my son’s hand-me-down iPhone 6 had completely died and we needed to get him a new phone. It was the perfect opportunity to shop around for a new plan and try to take advantage of some of the iPhone 8 BOGO offers out there. We had heard great things about T-Mobile from a family member, so we decided to visit our local T-Mobile store. We were initially assisted by Daniel, the assistant manager who was very knowledgeable and not pushy at all. He explained all of the different offers that we were eligible for and how to maximize our savings. Based on all the information Daniel gave us, we decided that the change from Verizon to T-Mobile would be the right move to save us money on our monthly wireless bill while giving us 3new phones, paying off my husband’s iPhone 7 Plus, and free Netflix. It was about 7:20 pm and in order to get everything switched over, we had to run over to the Verizon store at the other end of the Towne Center to finish paying off the $124 left on my daughter’s phone so we could turn it in and qualify for the BOGO offer. When we returned, Daniel was on his way out, but he had already briefed the other associate, Karina on what needed to be done. She pleasantly took over where Daniel left off and proceeded to activate 4 lines, and set up 3 new phones. She was extremely helpful and patient. It took quite some time to get all of our transactions completed, make sure that all of the special offers were applied, and that all phones were working appropriately. By this time it was about 10 minutes to closing, and my daughter who thought she had backed up all of her contacts, her 959 photos, and 53 videos to iCloud, realized she hadn’t turned it on - ever. Because we were turning in her phone to get the BOGO offer, we had to figure out the quickest way to transfer everything over to the new phone. Karina helped out by downloading an app that would transfer it over. We had an approximate transfer time of 48 minutes about 5 minutes before closing. I was mortified and felt horrible for Karina and her closing buddy, Marco who had to spend their Saturday night with a family of 6. They assured us that it was fine and never made us feel bad or rushed. Marco even opened up some chairs for us to sit down and offered to help us set up our free Netflix account while we were waiting for the transfer of my daughter’s pictures. They continued to make us feel welcome by carrying on pleasant conversation. Finally, it was 9:45 and everything was complete. We left feeling great about the change in carrier and the excellent customer service...

If I can give 0 stars... this place would get negative 0 stars. Very bad service at this store. I've already complained to corporate regarding this store to be reviewed. This is first time I'm giving bad review. Experience here was unacceptable. I was here to exchange my phone that was ordered thru warranty. They went in the back and supposingly spoke to manager and to get the replacement phone. The girl who was working with me came back out and said we can't replace your phone right now because my manager has to look at your phone. She said there maybe something wrong and phone has to be in perfect condition. I told her the phone is good condition except for the internal problem that's why there was a phone sent to this store for replacement. She told me I have to come back have manager look at it first. She said manager is gone for the day. I find it odd she said that because Hector had told her speak to manager about the replacement phone. So what has she been doing in the back the whole time? Prior to coming to this store, I went to T-Mobile Store in Downey and they checked my phone and they were the ones to order me a replacement phone. I just told them I will pick up at this Cerritos location since it's close to my house. So this is the reason why I came to this store was to get my replacement phone that was sent. So besides my matter with my phone, my boyfriend was addressing his issue with his Samsung phone with HECTOR. Issue was the loss of speaker after getting off plane. He had recently bought the phone and was just addressing the issue with HECTOR. Hector on the other hand, kept being on his phone texting in front of us and brushed us off and telling my boyfriend he should talk to Samsung since it's a Samsung phone. Hector didn't bother checking my boyfriend phone nor did he even go on computer to check. Hector stayed on his phone texting. My boyfriend addressed Hector and said is there something more important to do on your phone than be helping customers. Hector then said he wasn't helping us it was the girl. The girl was attending to my phone in the back. Hector was the only one on the floor while the girl was in the back. So of course Hector was the only one attending to my boyfriend. Hector believes he did nothing wrong. This attitude on both employees and customer service is very unacceptable. There is more to this but I'll just say, This store lost our business. Soon as I left store I called T-Mobile to speak...

On Monday, Oct 10, tmobile announced the recall of Note 7. We called customer servic3 and was advised to go to a store. Hence, that day at around 7:30, we went to the tmobile store in CERRITOS TOWNE CENTER. I was attended by an associate named 'MILLIE'. Without the customary welcome greeting, she asked us of our purpose. Upon knowing that we wanted to return the Note 7, she declined to service us. She said that she cannot accept a Note 7 return as they have been told not to accept returns. I informed her that we previously spoke with Customer service prior to going to the store. She said that customer service has a different rule from retàil store operations. I said that i will return the Note 7 nonetheles as i would not want an exploding device in my hand. She said that she will not accept it and if i return it , she will charge me for restocking fee. I asked her to call tmobile customer service but again refused to do so as she said that she is not supposed to do that. She was rude, unaccommodating, arrogant, aggressive and refused to deliver customer service. This is not the first time i,'ve heard about the store personnel's reputation for being anti-client service. Presupposing that she really does not know what to do with Note 7 returns then she could have been more polite, tactful and helpful.

To make matters worse for the CERRITOS store, when i went to another Tmobile store in South st, the person who attended to us knew what to do already with the return. Associate was very accommodating, sweet and professioal. Her name is ERIN and I want to commend her.

I have called customer service ànd reported MILLIE' s behavior. I will make sure that she gets reported to her manager, regional manager and the corporate office.

This is just part 1 of my encounter with that store' s personnel. I had another one today and this time, this involved an associate named 'Dulce'.

Please do NOT BUY from this store. Please dile and report all incidents to TMOBILE...