Cesar was really helpful and fast, didn’t try to force me to buy anything instead he was client focused and was listening to all my issues I had going on with my phone, was patient to solve the issue. He made me feel welcome and like my needs mattered. Cupid to T-Mobile for their exceptional customer service.

Came into the store to get a SIM card since I lost my phone, Cesar helped out over the phone and in store, he listened to what I had going on and he was able to get me up and running by the time I got out of the store with no issues. He wasn’t obnoxiously pushy about trying to get a sale, he used his communication skills and listening skills to make sure I left happy, was back in service. Thank you for the great experience I will tell my friends and family about this location and I will definitely keep bringing my business to T-Mobile.

I had the easiest and best experience at this location yesterday. The two gentleman that worked with me really went above and beyond. They were friendly, knowledgeable and very respectful of my time.

Prior Service Military came in to adjust somethings with my plan. The gentleman who contacted me about promotions for my phone plan was extremely helpful. Found out while making small talk he was prior service as well. He was knowledgeable and able to fix some discrepancies with my plan making it work better for me and was able to answer all my questions. Would 100% recommend others to Tmobile and this particular store again. Thanks

Purchased a timex phone watch last year for our son. The buckle broke and no one has the part to fix it. Nothing, I repeat nothing wrong with the device. I took it in to see what we could do. They stated it was under warranty but because there were a few superficial scratches on the casing they wouldnt support the warranty. They looked again and said there was no damage to the device other then the strap buckle and the screen was perfect. In front of them I scratched the casing with my fingernail and it chipped. I stated that the scratches are an issue with manufacturing not miss use. Still refused to uphold the warranty. Ive been a T-Mobile customer for over 20 years. Strongly considering a new provider.

Horrible customer service, they don’t know what they can actually do for current customers. We were AT&T customers moved over they messed up our account we had a free phone and were were being charged for it. We had been paying off 4 months until we realized it contacted they regarding this and they said they could only offer a bill credit rather than applying the credit toward the bill of the phone. We had to contact customer care and they were able to help, and make proper accommodations! Not even store management could help.

They made no effort to resolve a major issue. I went home called a different store. After telling them the problem they helped to rectify what the problem was.

WORST CUSTOMER SERVICE I EVER RECEIVED ALMOST WORTH CANCELING MY SERVICE BAD NEVER GO TO THIS LOCATION

Friendly and knowledgeable staff.Out of stock on many items. When checking other stores inventory, the other stores say the website isnt accurate.

I purchased a new phone and contacted sprint customer support and was told that I needed to get a new T mobile sim card as my current one was not compatible with my new phone. I was assured by the representative that if I went to the store and told them that I had already talked to customer service they would provide me with the sim card and help me set up my device. Upon arrival I was told that they would not help me even though I had the password and the answer to the security question for the account. Upon returning home from my wasted trip, I contacted customer support again. They were dumbfounded as to why no one helped me and proceeded to mail me the new sim card.

Took really longggg time to get info and Get set up.. Billing extremely difficult to follow..Staff Supper nice which makes up for issues..took several trips in.Dont be in hurry..Great Staff and customer service

I called in advance and asked if they could help me access my daughters T-Mobile account. She is incapacitated at the moment. They said sure but I have to bring the phone down to the store. I said okay what else do I need they said the password and the 4-Digit pin and I said I have those they said okay come on down. When I arrived at the store I walked in there were 5 Associates and 5 customers the manager who was working the door with his tablet checked me in took my name and told me to please wait in the car. I asked how long it would be and he said maybe 10 minutes - Juan the person you talk to on the phone is just wrapping up and I will call you as soon as hes done with his customer. So I went back out to my car and waited. 10 minutes past and then 20 minutes past and then the news on the radio came on so I figured I would wait a little bit longer. But after 43 minutes I decided to go back into the store and Kevin the manager was still there most of the customers had left and the person that was supposed to help me Juan was already on break. So even with logging me into their tablet and taking my phone number they were unable to even call me in on time so I wasted over an hour with drive time and got nothing done. Because they were unable to figure out how to get into the account even though I had the passwords and the PIN numbers. And during my call I actually explained exactly what was going on and what I needed done and they told me sure we can do that come on down to the store. So I rarely give a poor rating but this store definitely dropped the ball.

We were greeted promptly and placed on their list shortly after. I was there to get my warrantied screen protector replaced but after a quick look in back was told they didnt have them in stock. When I suggested they check with other stores rather than having it shipped to me, the system showed they did in fact have them in store. After another trip to their stock room, the rep came back and replaced my cracked screen protector. I asked when the store had reopened as T-Mobiles 800 number stated that all of the stores were closed to which he replied that they actually never closed during the lockdown and I could have seen that on their website. Their display models were not under the identifying signage. So I asked about the new Google Pixel 4 which I wanted to see. I was told he could look for one if I wanted to see it. I figured they werent too interested in a sale so we left. I get things are rough right now but isnt customer service still a priority?!?

Good service

Came in looking for a new phone. Andy and his manager Jacob were awesome. Jacob was so friendly, and I really appreciated that he gave us space to check things out on our own. He checked back with us to answer questions and really gave us honest answers. We were well taken care of here and left happy with a new galaxy s10

Fast friendly service.

We switched from PureTalkUSA to TMobile and worked with Juan. He was great with outstanding customer service. The switch went very smoothly and I recommend the TMobile store in Round Lake.

The employee was great. Very knowledgeable and friendly

Everyone there was super helpful and put thought and effort into helping me. Even though I just came in for a warranty screen protection replacement. S/O to there staff.

Love TMoble they treat me with dignity n respect n they know what there r doing each one of them thanks TMoble...10 stars I give them not 5 10....they deserve it

This location has a whole new set of employees. The sales rep Brandon is unprofessional and does not know his product. After questioning to purchase new merchandise he told me to go to another phone company. He stated I was crazy and wanted free phones. Free never came out if my mouth. I simply asked what deals did they have. He continued to yell at me in front of his manager. So I will absolutely take my business accounts to another more professionaland customer friendly cell phone company. Sadly the manager did nothing to rectify the situation. Condoning his pathetic employees behavior. I will never give this location my business again. They really need to bring the old crew back. They were professional and new there product. They really made sure you were satisfied and taken care. There the only reason I kept coming back and buying phones. This store desperately needs customer service training and proper product training. Buyers beware. Find a better location. I guess the employees are a true reflection of there management.

Lawrence was amazing ! I went in having a bad day because I broke my phone and he made it all better ! He was knowledgeable on the differences between the phones and gave me all my options, he didnt come off as trying to sell me anything! I ended up leaving with the phone I wanted, the best case, and even an additional Apple Watch. T Mobile hires nothing but the best employees

Awesome phone service

Walked in didnt get greeted. 2 other customers showed and they were taken care of before myself.

Great customer service walked in was greeted right away. Came from another store that day but this store was great friendly staff and I have three kids so it was quick and easy got our new phones and everything was easy I am sorry I don’t remember his name but the guy who helped us was great thanks again I will drive the extra 20 minuets to this location

Manager went up and beyond to help me out, switched from Verizon after several rude employees TMobile is amazing!

Very Professional, quick and knows their stuff!! Store always looks nice and clean and the staff is amazing!!!! Keep up the great customer service!!!!! Store Manager John and his 2 new managers Joey and T hands down the absolute best of the best!!!

Good service. Gets busy around 4pm. Staff tries their best to make it painless. Customer service can be a bit$&. Give em some slack.

Andy was very friendly and helpful. Thank you.

Super clean,very professional store great customer service and was greeted right away an put-on the waiting list right then an there.Lawrence the employee at the round lake IL t-mobile helped me out today to get my new IPhone he was very nice and professional an lead me in the right path I absolutely love my iPhone he was quick an it was easy for him to get my new phone going I give Lawrence 10 stars for being a very helpful and polite young man....keep up the good work👍🏻

Wonderful place to deal with. Hector is THE BEST. KNOWS HIS JOB AND A GREAT PERSON. Thank you for everything.

Really nice t-mobile

Aleks was super helpful in switching me to T-Mobile from Sprint. He had well educated answers for all of my questions and I feel like he genuinely cared about saving me money on my plan. Make sure you talk to him!

The were very helpful with what i need. It just took them a pretty long time too get to helping me as 1 of the sports was just sitting talking to a girl friend that had came in.. after awhile i walked up and she then helped me.

I waited hours because they messed up on my imei number trade in then they messed up on mytrade indevice for the gb so i had to have the store manager fix the issue then my promotion was unactive bc he messed up on my serial number. They first told me i didnt need a device fo trade in for add a line promotion and get the iPhone xr then they told me i needed a device to do the promotion i do not recommend this store at all i recommend seeing erik at Mundelein hes fast and knows what hes doing.

I purchased a Galaxy S 7 edge gold from them. Then the screen cracked and they want to replace it with a silver galaxy s7. Its funny because they charged me the most for the the gold one and it was the s7 edge.$175 dollars replacement fee. I pay $10 bucks a month for the stupid insurance and they sent me a different cell twice. really Please dont shop there!.

Customer service

What a joke of a store. I just switched over to this carrier and I am regretting it more and more everyday and it has only been three days.I purchased two brand new Galaxy Note 8s on 8/9/18, all was fine for the first 48 hours. After the 48 hours I got a large cluster of dead/stuck pixels on my brand new flagship device. Tmobile refuses to replace the device since the store manager said You probably just dropped the device and internally broke it what? Do you understand what a dead pixel is? I am now going back and forth with Samsung representatives trying to get this mess figured out. Samsung says that there is a 14 day window to replace the device but tmobile is saying there is nothing they will do unless I pay a $175 fee. Im about to return my devices and charge back my credit cards.8/13/18 updateI guess if you have issues you need to take them to Facebook. The support over there helped me out very quickly and at no cost to me. Makes me wonder why this location is so greedy and jumped to conclusions.

They are very friendly and helpful. They give you alot of information and they help each other.

Not all rude ..but once they sell you phone they dont help as much

Very helpful each time we visit.

Great help from Britany there - these retail locations are ALWAYS busy but she took her time with me and really helped, and did not make me feel rushed. Keep up the great work!

Use to love this store. lately the honorable employees have left and the commission chasers have taken over.i went in to the store looking to upgrade from my s6 edge to a lg g5i was advised by the clerk to not get the g5 because it sucks and i should go with the V10 instead.i thought to my self ok, youre the professional, you know what youre talking about. wrong. i have had noting but issues with this phone. im sitting here typing this on my computer because my phone is basically a paper weight.so why didnt the store fix this issue? because the return policy has expired. so i am basically stuck with a phone i hate unless i pay for half of it and then i can get a new one.so, after these experinces i decided to call tmobile customer service. i sat on the phone with them for hours trying to fix my bill because every time i would go in an associate would tell me i am eligible for a promotion and again because i trusted them i said oh ok.turns out i was being overcharged.anyway i would not recommend this store to anyone until the customer service improves.

Awesome great customer service at the store ! Very helpful know there products

My plan includes unlimited 4G LTE data, calls, and messages. However it seems that my Internet slows down after a couple weeks. I use no more than 12 GB a month and I live relatively close to their broadband tower. I dont understand why the signal would become weak, perhaps there are over users?

Ask for Liz, GREAT energy, GREAT customer service. She sings from the heart.

We just went in to look. Someone asked if we needed help. We said we did not and were left alone to compare.

Very helpful, lots of Knowledge of product, I love there service ☆☆☆☆☆

One Word -- unprofessionalism ... I truly believe the staff need some training, how to deal with customer... & customer service ..

Nice big store with a several employees about.

Some chubby dude with a beard tried helping me but pretty did nothing.

Really bad service they cant even help out the costumer in setting up the voice-mail I just dont know how theyre still in business I had another service provider and I dont remember having this hard time setting up my voice-mail I regret getting this phone and service on t-mobile, I wish I never change from my previous provider.

Always knowledgeable staff.

Very helpful staff

Long lines, but great service.

Poor service given the runaround

Very pushy.

The reality was very poorly attended I came to pay an inter plan and first of all a young man who speaks Spanish because I asked for a person to speak Spanish, he spoke loudly to put me where my feet were marked, reality had not fixed me but I felt his attitude of bad attention a way like my payment didnt matter until I told them to take a table outside to pay better because they dont have good customer service inside the store I think Ill withdraw from being a Tmovile customer