T-Mobile — Local services in Laguna Niguel

This T-Mobile store is the equivalent of a shady used car lot. My issues go way back to spring 2019; I came in with a friend to start a joint account, Guillermo "Gizmo" and his manager helped us. We were offered plans and told "new account, new phone number, free phone" so I did just that. Friend ported over his current number to T-Mobile, I started with a new number with an Iphone XR. After all said and done, Gizmo and his manager tell me, "don't worry about seeing a charge of $35 for the XR for the first month, it will correct itself and show as a credit for the following bill cycle and no charge after that. First bill cycle went down like they said, then the following bill there was the $35 charge and how many months/balance I still owed. I call T-Mobile customer support, they say you have to go into the brick and mortar location- do that. Store front, "no, thats handled with CS" Call FROM THE STORE, each rep is saying it's the others problem. I get the district managers number, she never returned my 3 calls with voicemails. I have a transcribed voicemail from a Manager named Brian saying I can have a $600 credit back for the inconvenience/misunderstanding. Has that ever happened? Nope. I called him back, texted him-never a response either. Sent that to corporate as well..... The only resolve after two years of back and forth, finger pointing from both corporate and this location, calls that we never returned , was a $200 bill credit OR the option to trade in my XR for $400 so I can give TMobile an additional $600plus for an upgraded iphone and start that whole cycle again. Basically, I totally feel like a "bait & switch" was pulled on me. I didn't need a phone number, the whole reason I got a new number was to avoid having to pay off an Iphone for 24 months. The Iphone I had at the time was fine and was paid off, I didn't even need a new phone. Why didn't I just return the XR and use my old phone? TMobile required I trade it in. Now that my XR is paid off, I cannot give this company...

This last weekend, LG phones were going through a major software issue. My mother (who's roughly 70 years old) went into this Tmobile with her phone, and told the salesclerk her phone wouldn't send/receive calls. She only really uses her phone for photos and texting/calling and was concerned about losing her pictures. She asked for an android phone. The salesclerk Jake decided that the best upgrade for her was an IPHONE 13. Not only that, but he sold her a case, a cover, and a WALL ADAPTER because she "needed to be able to charge her phone". He also didn't set up her iCloud correctly, and she had no idea how to use this phone. She spent most of the evening crying after when she realized it wasn't the phone she needed and how HIGH the price tag was for something she didn't need. It took two days to deal with this mess and other clerks at another store where everyone was extremely helpful. I'm extremely disappointed in this store and the other store managers/workers were shocked that anyone would recommend an iPhone to someone who came in telling them she's only ever used an android. Very thankful there are HONEST workers at the Tmobile in Aliso. Jake should be ashamed of himself. The store manager is away from this site, I recommend staying away until...

I went to the Laguna Niguel store on Friday 7/29 in order to buy a new phone. The old phone was a cheap $99 phone a few years ago and I wanted to compare it to the newer phones. I was only looking for an entry level phone and the salesman Jonathan was an absolute WASTE OF TIME! He walked from the counter to the wall to point out the 2 entry level models that they carry and then walked back to the counter. I asked him a question he walked back to the wall and pointed to the small description and said read it! This went on for a few minutes. He would walk from the counter, poorly answer a question, and walk back to the counter and ignore me. Finally I left after I told him that he was a terrible salesman. I then went to Costco in Dana Point. Anthony, an independent salesman, working a kiosk helped me. I bought a new phone for $139.99 and I am very satisfied. I will NEVER go back to T-mobile for anything other than to pay my bill! Jonathan at Laguna Niguel T-Mobile is a typical minimum wager employee that couldn't care less...