T-Mobile Experience Store — Local services in Menifee

Be Cautious of Trade-In Promos

I’ve been a loyal T-Mobile customer for over 10 years, and this experience at the Menifee store has made me seriously question staying with them.

In April, I called T-Mobile customer service and was told I qualified for a loyalty trade-in offer — $830 toward a new phone in any condition, with no need to add a line. This wasn’t some general nationwide promotion; it was a targeted offer specifically for long-term customers like me.

When I went to the Menifee store to use this offer, the rep flat-out denied its existence. He incorrectly told me I had to add a line (which customer service confirmed was NOT true). Frustrated, I left without trading in.

Fast forward to this week — I called T-Mobile again, and they reassured me that my plan is eligible and the offer still applies. The rep even stayed on the phone while I placed the order through the app for in-store pickup. I picked up the new phone, activated it at home, and returned later to drop off my old iPhone 14 Pro (which had a cracked screen — irrelevant, since the promotion was for any condition).

Here’s where it gets shady: The store employee changed my trade-in promotion without telling me. Instead of honoring the $830 offer (RMA ending in 9083), he created a new one (RMA ending in 3766), claiming “display issues” — as if the condition even mattered under the promo. He never said a word while I stood right there — just handed me a receipt.

What I actually received was only $580 in credits and a one-time $250 credit. This was not the deal I agreed to, and I never authorized the switch.

I spent over 2 hours on the phone with T-Mobile support, and they confirmed that the store rep acted unethically. They acknowledged that the store changed my promo without my consent and that the issue was entirely on the store’s side.

This is the second time since March that the Menifee store has botched a trade-in promo for me. Between misinformation, shady practices, and the general lack of training, it’s clear this store is a mess.

The rep involved this time has an ID ending in 563, and the transaction number is 2949 — in case anyone at T-Mobile actually cares.

T-Mobile needs to hold this location accountable. Customers shouldn’t have to fight this hard to get what they were promised. I spent over 2 hours on the phone getting it back to the original promotion I...

I have had one bad experience after another with all of the employees, the customer service, and the actual phone service. I switched plans 4 months ago from Verizon to save money. I’ve ended up spending triple the amount I would have spent because of all the screw ups and mistakes made by employees. We got the plan on a buy one iPhone get 1 free deal, plus $500 in accessories. It took several months and multiple visits to the store to finally get reimbursed the 500. In addition, it was a 2600 credit card that we opened for this reimbursement, NOT a gift card as we were told. We have yet to be sent a bill in any form (text, email, mail, etc.) explaining our payments or telling us when to pay. As such, our bill is always late since we don’t know to pay until our service is shut off. This has happened every month since March. We have to physically go to the store and pay all the late fees and “re-service” fees. They refuse to waive these fees as “no one in the office has that capability.” In addition, we’ve set up auto pay twice in the store with an employee for a discount and to avoid this situation but every month they say we never set it up. We’ve cancelled insurance on the devices, yet are still getting charged for 1 device that supposedly never cancelled. We finally got fed up and demanded they remove all these extra fees last night. They wouldn’t and were particularly rude to us. No apologies, no explanation, nothing. They basically spoke to us in a condescending tone even after we scrolled through our emails with them to prove we’ve never received anything. We were just told that it was our fault as the customer and we had to pay all the extra fees to get our service turned on again. I have never been so disappointed and infuriated with a company. We will be paying off our phone with a credit card tonight and going back to Verizon tomorrow. I will never use Sprint again and will actively express their terrible service and quality of product to anyone who is contemplating using them. I cannot say enough to adequately express how awful our experience was over the past 4 months. Lesson learned! If a deal seems too good to...

Very professionally treated very friendly associate Moises. I have 5G internet n I had to exchange the router as per T-Mobile Technician . I walked in and in a moment a lady with a Pink Shirt greeted me and ask me the purpose of my visit n made a note on her iPad and ask me wait for someone to come and assist as the place was packed with people and associates were busy helping. So I found a place to sit next to this young man and was just checking things on my phone and a gentleman approach this young man assisted him and was very polite with the kid n his dad n they left and it was my turn n Moises came to me and ask me to go to his table and immediately check what I was there for and walk me to wait so he could get a new router for me. Now while I was waiting another associate came and ask to assist but I told him Moises is helping me and here comes Moises with the new equipment ask for my ID process everything while having a friendly conversation activate my equipment with my phone in the mean time I was watching that lady in pink shirt so I asked Moises if she was the store manager Maria and he said yes. Well I was watching the entire store yes it c was packed but everybody was with c an associate and some had to wait and Maria the Manager was following up with her team and customers to make sure everyone is assisted. It’s true sometimes there is a long wait but patience is the key. I have been to this store may be 6 months ago but today was special Moises treated me like I belong to T-Mobile and it was an excellent Customer Service and Support I felt really special the way Moises assisted me and answer all my questions very efficient and very friendly personality. I would suggest customers to ask for Moises and I am sure other team members are as good. And I would like to give a + to the manager Maria as I did see her following up with customers kudos to this location God Bless them all Ince Again thank you Moises You Zmade my Day God Bless You...