T-Mobile Experience Store — Local services in Pico Rivera

Absolutely one of the worst customer service experiences I’ve ever had at any T-Mobile location. I came in to trade in my phone for an upgrade I had already purchased at this very store. My wallet was recently stolen, but I had a clear photo of my ID and knew my account PIN. The system even pulled up my account and verified the ID visually — everything matched and was under my name.

Despite that, the guy who claimed to be the manager (Jorge — though he wasn’t even wearing a name tag to confirm that) insisted they had to physically scan my ID and shine a blue light on it to prove it was “real.” Seriously? There was absolutely no flexibility, no empathy, and no effort to work with me — just a cold, dismissive attitude. Not even the slightest attempt to offer a solution.

Worse, the reps in the store were just lounging around on benches like they were on break during a 12-hour shift, totally unbothered by customers walking in. Extremely unprofessional. I did my upgrade at this location, and now they’re flat-out refusing to accept the trade-in — not because they can’t, but because they don’t want to do the work.

Avoid this location if you actually expect to be helped. You’ll just walk out frustrated...

My family has worked for this company as well as had an account with them for cell service for over 22 years. We went in a few nights ago and after waiting 30 minutes just to talk to someone about buying new phones, the girl helping us did not understand our questions and the bald fellow I presume to be the manager, took one look at the nickname on the account and then looked at the drivers license and refused use service. He said the license had a different name than the T-Mobile account which would not let him do any transactions with us despite the fact that we explained the name on the account was a nickname (you can set a nickname on the app) and not the actual name for the account. He did not even bother to try to run our information and just told us it wouldn’t work if he did. We explained we were there for 3 new iPhone 15s, accessories, and a new contract so about 3-7 grand for our transaction and he did not care. When I asked him if he didn’t want our money he just said “No” so we went to Verizon next door and got superior service and pricing as well as better coverage. Don’t spend...

Worst customer service ever Was helped by a MANAGER named Amanda. She asked if she could help us. We changed our plan while explaining our plan to her she was on her phone the whole time not only that she never gave us her undivided attention. She asked for my name 3 times then the 3rd time we were asked for our drivers license?? Her answers were short with no eye contact her face was buried in the phone the whole experience. After she competed our upgrade we asked for the Netflix deal and she said she would text us. An hour went by and no text we called twice and Amanda said she would send it which never happened... we drove back to the store and she was still on her phone we literally had to go in person for a quick link for the Netflix which took a couple of seconds. Literally wasted gas and my time for...