T-Mobile, Pasadena CA

I had a negative experience with the sales reps at this store. They appeared solely interested in making money and did not offer any assistance when I went in with a malfunctioning phone. They immediately claimed there were no promotions, without even checking my account. Every customer received the same excuse from them. However, I contacted T-Mobile directly, and they apologized and informed me that they always have promotions available for free mobile upgrades and accessories. I strongly advise against visiting this store, as their practices seem dishonest.

This review is for T-Mobile's garbage "policies" and customer service in general and the fallout from my experience with this store in particular.

1 year ago, I tried switching to T-Mobile, but within days, I realized the service wasn't optimal in my home and so I returned to the store to cancel. Recently, I realized that I'm still being charged $10/month- apparently the sales associate from this store failed to cancel my watch service when he assisted me.

Given that this was an error on T-Mobile's part AND that I haven't used T-Mobile's service since the day I canceled, I thought it would be relatively straight-forward to refund the $100-ish in charges. Ha.

Calling T-Mobile customer service, they first said it was impossible to refund me at all, then they said if they could refund me, it would only be to credit my account which is worthless to me since I'm not a T-Mobile customer. They also bizarrely warned me that requesting the refund might negatively impact my credit score?

After a lot of back and forth and pushing back, the agent put me on a long hold during which time he apparently moved mountains, fought dragons and petitioned the right lobbyists to help re-write T-Mobile's constitution because lo and behold, he said that actually, he could offer a refund. But only for half the amount I'd been charged- more than that would be *literally* impossible. Hm, okay, I've heard that line before.

I'm so upset with T-Mobile, but they've worn me down. I guess I'm taking this fraction of a refund for their mistake and feeling lucky that I was given anything at all. You've won the battle, T-Mobile, but was this $50 really worth enduring my wrath for the rest of my days on this earth?

Cesar was incredibly patient and informative. He explained very well our plan and what came with it, and was successfully able to upgrade my phone.

T.mobile is well know by good service and quality shops! It was big time disappointing to experience such a service when I went there as many people were waiting in heat and humidity something was wrong and is not healthy that pushed me to run away after 30 minutes of waiting

Rude liars, that take all day to get things done, and has no extensive knowledge of any of their devices. Wanna say racist and definitely no very professional. Wouldn't recommend to a long time tmobile customer.

The young lady. Jailin was amazing. Very good. I. Have only good things to say about her. Thank you for helping me troubleshoot.

Took two hours to set up a previous sprint program which paid for my annual classic AAA Annual membership. Still is not completely set up. Very sloppy/incompetent

Marcos helped me out today (80 E colorado) He has a lot of knowledge in terms of the business. That made me feel very comfortable and I wasn't rushed off. VERY PERSOBABLE. I'll be returning to him. I don't leave reviews but I know/understand hard work and passion when I see it.thaNkyou so much for everything!

I want to thank Douglas fir helping me out with my problem and hearing me out. Douglas is the best employee

Went in just to look around, Douglas L. Helped me get a pair of watches and kept me at the same price point. This guy is awesome go see him if you need help.

I was help out today by Ashley she was super helpful came in with a problem and left our the store super excited

Manager just standing playing with phone knowing nothing about the promo, giving wrong info to customers promo is not available when the promotion is written in T MOBILE OFFICIAL SITE. AND AVAILABLE TO ALL OTHER STORES. Thanks a lot!

I really love the place, got great service from Ben! He changed my plan to the latest plan Go5g plus and I’m loving it!

Thank you very much for the assistance and support be it online or in person. Last in person visit was with T Mobil staff Joshua at 80 E. Colorado Blvd Pasadena CA

I come to this location because it's the closest to home. I only ever come to pay my phone bill and every time they have me waiting 20 to 40 minutes for 1 minute of their time. And now they skip me to attend someone that has already left. At this point I believe to be attentional because this type of stuff happens every time I come in. They like discriminate against me here that is a FACT. The manager does not help I've tried resolving this behavior. They know their behavior is attentional or why would they apologize for making wait for something soo simple. 5 Employees 2 customer and I get skipped by the manager themselves.

I had a not so grat experience at this T/Mobile on Colorado blvd in old town Pasadena. I was very surprised I was lied to and they really treated me as if T-Mobile didn’t want my business.
I entered the store at about half hour before closing as I was rushing from the gym to catch the store before it closed. One of the reps said she would help me and I was happy I didn’t have to wait as t-mobile stores are usually packed with customers. I explained to the rep that I was a loyal t-mobile customer for over 12 years, but I left for spectrum wireless, because at the time I was told they had better coverage in my new neighborhood.
Î informed the rep that I was willing to pay T-Mobile what I was paying before which $90 a month for 2 lines. The rep told me the cheapest plan they currently have was $150 for two lines, and told me I had an old grandfather plan, I am not sure if her comment was an insult as a male rep who was standing there observing our conversation looked at her, and they both smile in a sarcastic way.
I let the store and went home, and decided to look on the t-mobile website and there it was, I saw the Essentials plan for $90 for two line, unlimited talk, text and internet.
I am not sure why this rep lied to me, but it is what it is.
I hope the store manager, and store owner reads this review, and understands that some employees on there staff is perhaps costing them business, and income.
Who know who else they are mistreating and telling stone cold lies ro. SMH

They are liars really disappointing …. These people … they not respect the prices they don’t give you any promotions

Even though this is an official store, not an authorized retailer, they couldn't help with any of my three account issues. They only directed me to call phone support or go to the store at which I signed up for the account, which isn't convenient.

There was also a homeless person in the store sort of camping out. There was no security to safely remove the person. Everyone was just acting like they weren't there.

I was in need of a charger cable no problem The shop let me charge my phone. I was completely out of power.

This is the best place to get every thing squared away with a transition to T-mobile. After spending TWENTY hours on the phone with T-mobile customer service (mostly overseas) who were generally nice, but very spotty in their ability to get anything done, I tried going to a non-company store in my hometown…no bueno. On the advice of a US customer service person, I headed to this store and Ingrid was so amazing, my husband and I have decided to adopt her! She went WAY over and beyond to make sure that our multiple phone
upgrades, (two to out of state kids), line porting, multiple promotions, etc were all properly handled and we got every benefit and credit available. Sean also helped with the out of state phone upgrades, which was compounded by the time difference. Finally, Joshua was kind to handle to phone trade ins. For all the many hours I have spent to make this transition, I’m happy to say that this team made me a happy customer!