T-Mobile, Kaneohe HI

Blake was incredibly helpful and patient with me, can not say enough about the great customer service

I would give 0 stars if I could.

Visited this T-Mobile (5) times in the last (3) days and talked to (5) different employees in hopes of getting ANY assistance. Did not get what I needed at all. Did not get listened to, asked questions about what I need or want, or have my situation resolved in any way, shape, or form by a single employee at this location.

The only 2 tolerable employees were women. Every man I spoke to except one did not know the words "I'm sorry for the inconvenience" or "unfortunately we are not able to accommodate that request. "

They have 0 customer service skills and are EXTREMELY rude. They make you feel stupid, like you the customer are supposed to know more than them, the employee. They were even rude to the T-Mobile Customer Service agent on the phone in front of me, stating things like, and I quote, "I'm not going to do that with MY credentials, but you can do that with your own. " They speak like catty women, it's honestly embarrassing to see your employees arguing with each other. Fix that. They conduct themselves like they do not want to find a solution and they are NOT sorry if they can't help you. They literally do not give a damn. LOL

All I wanted was a new phone. All I wanted was to give them $1,100 and sign a 2-year contract to pay them money, but they WOULD NOT listen to what I wanted.

So I had to drive to Ala Moana to get a new phone. Which was SO EASY! I didn't have any employee tell me I need to go do XYZ, they just helped me. Why isn't Kaneohe like this?

Got my new phone and didn't deal with any men hitting their midlife crises 10 years too early. Amazing! Love my new iPhone 15 Pro and I'm SOOOOOOO glad I didn't spend my money at the Kaneohe T-Mobile.

I will absolutely never go here in my life again even if it is to prevent me from dying.

Very bad and ignorant staff named Ivan. I have been told from one of the online customer service agent to go to closest T-mobile store and return the phone. She will leave a note on the account. This guy Ivan came to me and asked what he can help with. I explained that I have been told to come to a store to return a phone. With no hesitation and asking the reason why I have been told that and who I spoke and details, he says that I cannot return after 14 days. I told him again, customer service agent online told me that I can and she will leave a note on the account for the store staff to see and review. He shakes his head and says, “I don’t know who told you that, but we don’t accept return after 14 days”. He asks me what the note says. I said that I don’t know and I asked him if he can access my account and see the note himself. I am trying to access my account now and I requested a different staff to assist me. So ignorant and he just doesn’t want to listen to me. The tone he speaks to me sounds very rude.

Joshua at T-mobile store in Kaneohe is awesome! On 9/16/2023, Joshua provided total quality customer service applying expertise in tech field to my T-mobile account. Accordingly, Josh warrants a 5-star rating. Kudos and many mahalo to Joshua for exemplary service.

A few complications in regards to phone compatibility, but the manager Erin, and her assistant Emily sorted it all out. Mahalo to you both

EXTREMELY DISAPPOINTING that NEW policy for in store PAYMENTS are NOW $5 charge! THE individual who helped me said it started on the 19th July…YOU will have to pay on line/App FOR THOSE CUSTOMERS WHO do not want to download App or PAY on-line! WILL BE LOOKING ELSEWHERE for cell phone services!

I wish I could stop all services with TMobile. They screwed me over just as much as Sprint did. Went to seek help from the sales reps at the Kaneohe Bay Shopping Center only to have been screwed some more with unkept promises.

Ask for Tom!

Tom greeted us immediately and wasted no time in helping us. We were looking to upgrade to two new phones: switching from an Android model to an iPhone and upgrading a second iPhone.

Tom looked at our plan and found a better overall package that cut fifty dollars off of our bill. I really appreciated his honesty when he agreed on my opinion to get an iPhone 12 over a 13 or 14 as it met all my needs at a cheaper price and he didn't try and bamboozle us. He applied screen protectors to both phones with zero flaws and explained our bill thoroughly. All of this was while making casual and engaging side conversation with us instead of awkward silence or upselling. Would definitely seek out for all future transactions! His badge said he was an expert in mobile services and I believe it.

Might as well rename it Tom-Mobile!

Justin C.was extremely helpful and was able to give me great advice to resolve the issues I was having with my phone plan. He deserves a raise without a doubt!

My phone wasn't charging. I thought I needed a new phone (admittedly, it is 6 years old and has been dropped once). Turns out, however, that I just needed a proper type-c to type-c cable.

These guys saved me $1000. Thanks.

Amazing staff in this store! They took care of our switch from Verizon and when we had issues with some of the promotions, they were quick to find solutions and help us out! Would give 6/5 stars if possible.

Justin handled our plan change and complicated carrier switch superbly. Competent and fast service.

Assisted at the Kaneohe store by Ivan and had excellent customer service. He is professional and represents T-Mobile well.