Sprint Store

Top notch service! I walked in and there were 2 gentlemen assisting other customers but I was acknowledged. The manager Tony was very nice and friendly but I received my assistance from Robert who was amazing. Robert was extremely helpful as I had been so frustrated with the CS from Sprint. I called3x and talked to people with no clear answer to my questions and a online chat which was not helpful either. Robert put everything on paper for me, explained my options (no sales pitch) and listened carefully to my needs and what I was comfortable with. He was so professional. Every single thing about the transaction went perfectly and I was on my way. He even called after to confirm something had been corrected since the computer was not able to make the correction at the time. I received print outs and also an email with all confirmations. Robert is the best person I have ever dealt with at a Sprint store before. This is one awesome location with superior customer support and assistance. Thanks Robert, you are the best!

Problems with my Samsung Galaxy S6. Took it in to the store for an evaluation. Mario, the store manager, was very helpful! Great service, courteous, knowledgeable, & friendly.

If we could rate less than one star we would. We had to wait 30 mins for the «tech» to get off her personal call before she would even acknowledge us. The manger was useless and didn’t get his employee off the call. Customer service is NOT their priority!

I Would give this store zero stars if I could. I have been with sprint for 8 years, never any issues. I went in to try and upgrade my phone like I do every 2 years and the girl let me know it would be $ 400 plus installments. I was confused because I’ve always been on a contract. She then informed me I’m month to month and can cancel if I’m not happy. I asked again to make sure it would be no charge to cancel. So I left and got AT&T. Guess who got charged a cancellation fee for breaking her contract ?? Yup. I called customer service. Tony the manager never called me back and when he was contacted by sprint customer service that was trying to help me he just said that an employee would never say that. Horrible service and am currently submitting a complaint to corporate so that they can do a camera review and I can get a refund. Don’t waste your time.

I want to buy a new iPhone 6s Plus. I was in line for a whole hour. When it’s my turn, the guy told me I can’t buy a new phone until the next year. Then I said I want to add in an existing family plan, which my friends are in. He said I can’t add in except I change my phone number. He was very unfriendly and made me feel I deserve all of this. I don’t know what contract did I sign with this company. When I have money and want to buy a new phone, my carrier doesn’t allow me to do that, it makes no sense to me. I am going to switch to another carrier. So obviously, they don’t want my business, then why should I stick with them?

The rep PETER was a amazing sale rep, he took his time and showed me everything i needed to know about the phone. BEST customer service ive ever seen thank you Mr PETER!

Awesome store! I usually absolutely dread going into Sprint stores (long lines, expensive, up-​selling, etc.) but I came in yesterday right after work and they helped me out immediately. Everything they told me was honest and they took really good care of fixing my issues. I was seriously impressed by their customer service and I will definitely be back. Thanks guys!

I really want to give them a horrible rating because of the way this cesar guy was being so unhelpful. He told me the phone i had ordered was flagged as lost or stolen and to check back the next week. When i called he said it still wasnt ready so i called customer service who said the phone was not flagged anymore. I called back and all he said was «you called earlier and i told you it’s still not ready.» When I asked if there was any way for him to check he said no that i would have to check back the next day. So I went in to the store and was helped by Chris. He replaced the sim card and got me my phone right away! If I would have gone to him to begin with i would’ve had my phone 4 days prior! But his excellent customer service made up for where Cesar was lacking. Tried complaining to the manager but to no avail… Only go in here if Chris can help!

Best.sprint.ever. I usually dread having to go to Sprint or deal with Customer Service when something goes wrong with my phone (which isn’t too often), but this location completely changed that!
I had gone to the Harbor/​Baker location yesterday and the guy that helped me seemed like it was such an inconvenience for me to be there, long story short they didn’t have what I needed and so he told me about some other locations to try– this being one of them. I didn’t even know about this location, but I am so glad I know now.
Cesar and I can’t remember the other guys name (sorry) helped me in getting a new phone this morning and they were both SO nice, friendly, patient, and helpful!
Highly recommend this location!

I have been a Sprint customer for over eight years and have had some very frustrating customer service experiences with them. Not the case with this store and the whole staff. I have now visited this store four separate times and have been given customer service above and beyond the norm each time. The appointment times were convenient and almost immediate and the service I received from each staff member once I got to the store was responsive, efficient, pleasant and helpful. Thank you very much for four outstanding customer experiences.

Just had my first really good customer service experience in a Sprint store in a very long time! Chris is indeed the man and he helped us right away. He is very competent and knowledgeable and pleasant to work with and we did not have to wait (usually have to take a number and then…). There have been times over the years that I have contemplated getting a new carrier just to get service, but now that I have found this store — all is good in my cell phone universe.

Chris is THE MAN! He saved me from switching services after two bad experiences at two other Sprint locations. Chris epitomizes good customer service by focusing on customer needs as the first priority and achieving the fastest solution to the need. I just left my second trip to sprint to buy another item, and once again, Chris made my day by provided unexpected, amazing customer service. To Chris’ bosses: I’m pretty sure I’m not the first Unilocal reviewer to mention Chris. Just saying, make sure you appreciate his value to ensure employee retainment. It’s not often Sprint gets amazing reviews, let’s be honest. Haha– thanks, Chris!

Let me start by saying that due to ALL of the other sprint stores my brother is no longer a sprint customer, I was not far behind him.
I have been to several other locations and they all tell me what I am trying to do is not available, or they cant do that. I ending up breaking my phone into a million pieces and THIS STORE IS THE ONLY ONE THAT IS COMPETENT, they took care of me and made sure that I left a happy customer! I always find myself coming back to this location since they can take care of what I need without blinking an eye.
Special shout out to Tony the manager, he is a very smart guy, knows the systems and will try everything that he can to make sure your needs are met. Thanks to him, I am still using sprint as my cell phone provider and will stay a Sprint customer.
Also, Imran was extremely helpful and very nice.
:)

I have been to this specific store a few times and everytime my experience has been awesome! Both Chris and Imran have been more than helpful and have gone out of their way to make sure that all my needs were met. This has by far been the best experience at a sprint store than I have ever have. Very impressed and would recommend this store to anyone.

The collection of waiting periods here made the customer service look pretty bad. If you come here, be prepared to wait at least 40 – 50 mins. minimum.
1^st visit: Waited over 50 mins to place a new order on our phones. Unfortunately, they were out of stock on their iPhones 6 and were told to come back when the phones were shipped to the store.
2^nd visit: We rec’v. a call to come & pick up the phones — caller didn’t say who they were. Just said «Your phones are ready» and hung up. So we then head to the store again & waited again for 30 mins before anybody helped us out. Turns out nobody had a clue about our phones when it was our turn to get helped and were told to come back.
I had to do some research on our phones and realized they were sent to another store in Brea.
So then we had to wait another couple days to get them sent to this store. After that, I later figured out that they ordered the wrong phones! (Ugh!) I had to then make some calls to the store in Brea & made them forward the correct phones to the correct store.
3^rd visit: Came in to pick up our phones after waiting over an hour — keep in mind they skipped over me over another customer & made me wait longer.
I do have to say that once I was helped, Joshua did his best to help me out and get me out as soon as possible. I really appreciated that.
4^th visit: I was told to come in again because they had a mixup w/​their paperwork & needed to have me re-​sign my agreement. Walked in & had no greeting or anything. They made me wait 40 mins this time! Walked in at 6:05pm and got helped at 6:45pm. The process to get the paperwork signed took way longer than expected. I ended up leaving the store at 7:45pm.
Overall, I have to say again, this place needs some serious reinforcements when it comes to service. Plus, they seem to be poorly stocked. Either hire some more people and get them trained well.
Unless you have all the time in the world to wait, don’t com here. Plus, they’re not even a Sprint Store. They’re just a preferred dealer. I really tried liking this place, but service here seriously is lacking.
On a plus side, I can’t complain entirely. The manager Chris did agree to pay for our old phones at a much higher price than what was quoted elsewhere and did waive my activation fees, and took care of any upgrade fees that Sprint was trying to charge on my account. Also, once you do get helped, after waiting, the guys do their best to try to help you out. The fact that I had to wait so long and the fact that they had us come back 4 times was the offset of our experience.

Me and my mom came in to get on different phone plans. Chris is the best sales rep!!!

The guys over at this sprint store are top notch especially Chris who took an extra amount of time to resolve a very frustrating issue that I had with an insurance phone that I returned but was being charged an additional $ 550 on top of the $ 200 deductible. Chris waited for an hour to get through to the right department and resolved a very frustrating experience for me as well as saving me the $ 550 right at Christmas. Thank you Chris. .
Tory Thompson

Why the bad review:
1. Sprints network is terrible nation wide and in Newport. Apparently there is a tower which needs to be fixed in Newport Beach & the city is lagging on letting sprint in to fix it. The store reps know this, but fail to mention commonly known network woes to prospective customers.
2. Great customer Svc when signing up, poor customer Svc dealing with issues.
Return issue: Had my phone & case for 15 days and needed to return it due to network connectivity issues (I would have returned it sooner but was out of town on a family er where I had 0 sprint connection). Store would not allow the return, not even the 40.00 case I purchased two days prior on an exchange. Apparently the local store needs the 850.00 more than I do.
Poor communication: Had to repeatedly call store reps to try to get things done & then was constantly told they were dealing with other «customers» as if I wasn’t one. I never received a call back from the district manager, upon leaving a voice message. There was one competent employee in the store so I pretty much had to do everything through one person.
3. Billing errors. I received a bill for 1400.00 for 15 days of inadequate Svc. Corporate has promised to fix the error. We shall see.
Lessons:
1. You get what you pay for. If dropped calls, a poor network, slow internet speeds, inability to multitask, and terrible customer service are ok w/​you, go with sprint and save 30.00. However, if you require a good nation wide network, decent data speeds, and a network that can hold a voice connection w/​in miles of your local area, ante up for Att or Verizon.
2. Do business with a corporate store even if the reseller offers you gold to buy from them. They may be «nice», but they can’t get things done on the backend like the corp store can, have less accountability in Cust care & support, and can’t make exceptions on returns due to poor or inadequate Svc issues.

As far as customer service goes, this is by far the best Sprint store I’ve ever visited! I recently got a new phone and Ulysses helped me out. He was very knowledgeable, patient and thorough. I’m really happy with my purchasing decision/​experience and appreciate all his help. I’ve also been to this store several times prior to my purchase, and have always, always, had the same pleasant experience. All the guys who work here are very nice and patient. They really take their time to resolve your issues and help you out.

Christopher helped us out over the weekend and he was great. I am not a fan of any of the cellphone providers, and value my free time very highly, so I went in with a bad attitude. 15 minutes into helping us, I could tell he was really doing his best to make us happy and take care of our needs. We left completely satisfied and taken care of!

Simply a Great store to have in the Newport-​Mesa area ! Ulysses, one of their sales reps. is VERY knowledgeable and patient with all my questions, I bought my Galaxy S5 on line and he set it up for me and showed me some extra tricks that I could use on it, then a few days later I was dropping calls, GPS wasn’t working right (I really need it in my business) and he fixed the problem shortly ! STOKED !

A few months back, my Evo Shift 4G was experiencing issues with the power button. It would not work at all, which poses a problem for obvious reasons if/​when your phone should lose battery power. I had a great young man’s assistance, Nicholas was his name, and a replacement phone in my hands in about a week or so.
Fast forward to about a month ago, this phone’s earpiece that you would use to traditionally talk on your telephone just stopped working so I take the phone to this shop again. Upon many hours of waiting and watching, it was determined by an African-​American gentleman (cannot remember his name) that this could not be repaired and a replacement phone would be ordered. He promised to call once it arrived. (I wanted Nicholas’ assistance to begin with, however my issue was not important enough for him to return my calls or messages to him directly at the store, so now I am convinced they all lack any desire for customers’ satisfaction.)
A MONTH LATER, I finally get someone there on the phone to ask what the hell happened. I was met with the following answers: «We don’t replace phones here.» «We had it and tried to call you.» (No, they didn’t.) «After it sat on the shelf so long, we sent it back.» (Um, WHAT?!) «We will get you another one.»
So, the following day, the employee I spoke to tells me I will not be getting my phone’s replacement, but a Motorola Admiral. This phone was released after mine and has a couple better specs going for it, so I thought cool, no problem. He promises it will be here by yesterday.
So, I wait until today, Wednesday, to call because they are apparently so overwhelmed in doing their jobs, I figured they could use the extra day before I asked about it. I call today and some other employee says, «Oh, your phone is here and has been,» (He would not tell me how long), «It is not an Admiral, but an Evo Shift.» Although this really doesn’t make much difference, I was extremely irritated because I purchased accessories for this other phone! When I attempted to express the turmoil I had been through with these atrocious imbeciles, he gives me a pissy response of, «Well, they just send us what they have.» Oh, right. They just surprise you with whatever phone they have in stock, with no regard to the customer’s needs/​wants. I don’t think that is how it works, especially since I used to work for Sprint at a third-​party company.
I am going to get the phone soon and should I experience grief, I will certainly add another chapter to this novel.
My only advice is if you must do business here, call incessantly until the job is done and maybe even document the dialog you have with these people because I don’t think they can remember what they say to you five seconds after they say it.

I can not remember the last time I have dealt with a more professional group of people!!! I had just lost my mother that morning, my phone was giving me issues and I had to be able to reach family. The moment I walked in Nick was the first to greet me, he asked basic questions and then just took my phone and figured out the rest. Anthony the manager then came up to me and started to work with Nick to help me out, and then hugged me and knew I was in bad shape. I can not begin to tell you how much help they gave me; but, this group of employees should teach other business how to enhance their business. The way they were with me is the old fashion integrity that all people should have. Any doubts I have had about Sprint have been changed!

Very nice. I have been going to the Irvine main office for a while not thinking of going here. I went in today figured out my bill. Ulysses was amazing. He pre ordered my new Galaxy 5 and alp went really well. I think he understood that the Irvine place screwed Me bad lol. i like sprint a lot. Thanks for great service :) (I will update after the 11^th when I get my new phone)