T-Mobile — Local services in West Covina

To say that I’m upset would be an understatement. Back in October of 2023 we decided to switch carriers because as you know everything is going up and getting expensive. So we decided to switch to T-Mobile. We were being “ taken care of “ by the manager Steven. We were told and under the impression that we were getting two promotions at once, which one of the promotions was we were switching carriers and keeping the phones that we have temporarily and then once we finished switching carriers we Traded our phones in. So being under the impression and verbally told multiple times that we would be “getting to double dip “ we thought we were getting a good deal. So from it being October 2023 to now February 2024, basically going on four months now The trade in promotion still haven’t kicked in for our bill and I had been given the runaround by Steven saying that it should be applied by this date and then this date and then another date and that he was manually changing our bill to the correct amount. So when February came around, I noticed that our bill yet again, was still at the incorrect amount and wanted to know the update of what’s going on and why the promotions have not been added to our bill. Little did I know that the manager, Steven no longer there and basically left my situation high and dry. So I had not been hearing anything for a little while with any updates and decided to go in store in person just to find out that he’s no longer than manager anymore. Now for someone who keeps having this issue I constantly felt like I was bugging and having to reach out every single month to have this issue fixed with no permanent resolution. So when I was informed that there was a new manager, Daniel, who at least was very honest with me from the moment, I brought my issue to him, He informed me that the reason why the trade-in promotions have not been applied is because we “took advantage of the switch and keep promotion“ And so that promotion cancels out the trade-in promotion because you can’t double dip. Well, that’s funny because that is the exact words that the previous manager used repeatedly when we were switching carriers, and told about both of these promotions that we were going to be receiving, but the sucky part about it is that if we took advantage of the switch and keep promotion, we already traded our old phones in for new ones so if we should’ve been able to keep those where are they and how do we get them back because this is ridiculous and I wanna know why I was lied to and then my situation just left high and dry as well being told several times over the past four months that this was going to be resolved and that it was a simple “mistake”. I’m very disappointed with my experience so far but the only positive thing that I have to say is that I appreciate the current manager, Daniel ACTUALLY looking into why that promotion was not being added, or applied to our bill, and he at least was honest with me and understanding of my situation so I do appreciate his help but overall, my experience has not started off on...

Poor trained and unqualified employees. I went to this store to ask for help about my phone not to be able to receive phone calls and text messages from another phone. I was talking to a staff named Felisha. She didn't introduce herself or greet customers with her name, but I just looked at her name tag. She tried to install a new SIM card for the phone, but it was not working. Therefore, she asked me to take my phone to the Best Buy store and to ask the computer geeks to fix my phone instead. Plus, she told me that I would have another final solution, it was to buy a new phone. I looked at her, and I had a feeling that I was not able to trust anything she said. Why? She was not friendly and welcoming to customers. Second, she didn't show professional knowledge and behavior to help customers but acting rather rude, and lacking of basic knowledge and logic thinking. Third, she had those super long artificial finger nails, and I was wondering if she was able to touch the right keys on my cell phone with those obstacles. Therefore, I had to ask for her manager or higher knowledge and authority to help me from wasting my time and more money on this issue. When the manager came, , I had to repeat every details and exactly what was wrong with my phone. The manager only took two minutes to fix my phone and she didn't ask me to go to Best Buy store or to buy a new phone! I was very disappointed about the knowledge and service this employee Felisha was providing to me! Do I need to ask for manager every single time when I walk into this T-mobile store? What about other customers who doesn't know how to fight for their rights and to ask for the manager in this store? I certainly will not recommend any customer to come to this specific location for...

This is an edit from 2 years ago. It went from good to bad. One week ago I went into this store to make a payment on my phone and when I asked for a receipt they told me it couldn't be printed out because there was something wrong with their tablet/ system and they couldn't print out a receipt and I would get a text message. I didn't get a text saying I paid my bill and my phone wasn't activated. I had to call customer service and they added credit to my phone. The same thing happened yesterday when I went into their store to make a payment on my tablet. I told them about the problem I had with my phone and the employee just kept saying "uh huh, uh huh". It was like he didn't care. Their tablet/system wasn't working and I didn't get a printout or text message. He gave me a confirmation # and told me if it happened again I could call, but when I called they told me to call customer service. T-mobile has enough money for their system, tablets, or printers to not to be working. I'm not going back to this location and I might change providers. This location needs training on better customer service and they need to fix their system. It's bad...