Total Wireless

Reviews

• PG

  peregrinos de Maria Virgen de Guadalupe

  Nov 3, 2025
  5.0
  Brian was excelente and very helpful!
• GP

  Gerardo Perez

  Sep 20, 2025
  5.0
  Amazing Experience. Mike is extremely patient and helpful.
• JM

  Jazzy Mae

  Jul 8, 2025
  1.0
  Me and my husband purchased four phones and a family plan. The customer service and everything was great. Kiara helped us with everything. Two devices were brought over from another company (same number) and the other two were new numbers through total wireless. Kiara said she drove miles just to get the phones we wanted (2025 phones) and I'm very thankful for that. My husband and daughter used their phones immediately, I had to wait until the next month (July) to leave the previous company due to us being on different plans and I just paid my phone bill with my previous phone company, I did not want my money to go down the drain like that, and I wanted to carry my phone number over to total wireless as well. Come July and I'm ready to use my phone and have my number from the previous company switched over to Total wireless. Upon taking my phone out of the box I then realized it was not a 2025 phone, it's a 2024. We contacted Kiara immediately through her personal number. When we purchased our phones she already told us she will not be at that location any longer and that she is going to work at a different location. The day she helped us set up our plan was the day she was leaving there, no problem. When we contacted kiara to let her know we received one 2025 phone and three 2024 phones ( which they all should have been 2025) she was unaware and responded saying "She thought they were all 2025 phones and that she would not have driven miles to get 2024 phones for us". If it was a honest mistake I can understand that, but let's resolve the problem. She said she reached out to the store but no one was giving her a response. Me and my husband called the store and was told that Kiara no longer works there, not for the company and they would have to reach out to the district manager and call us back. So they're aware of the mistake that was made, we were just waiting to resolve the issue. No one reached out to us so we called back the next day. Still no district manager available and no response from the district manager. We reached out again and was told currently, they have no district manager and they don't have any ways to resolve the issue until one become available. So now we are waiting for them to hire another district manager. Customer service (611) is a joke because it's almost impossible to reach them due to high call volumes and long wait times. I've been on hold for a little over an hr and still have not been able to talk to someone about the issue. I also did the call back option just for customer service to call me back and place me back on hold. I will not let it go until it's resolved because I am very disappointed and unhappy with my 2024 because I was inspecting the phone I wanted and the phone I purchased that day. Part of this is my fault because I should have checked when I got home. I never had this issue with any phone company and I trusted Total wireless and Kiara due to her welcoming and top tier customer service. I feel like we were scammed and now we are stuck with these phones. The service is great, but I'm dissatisfied with the wrong phones we received. Make sure you check your phones upon purchasing them so that this does not happen to you. I will continue to reach out to the store and customer service until this matter is resolved. I also have documentation stating that we should have all 2025 phones and that Kiara was aware of that. (UPDATE!!!!!) No one has contacted me or my husband to resolve the issue! We are still stuck with these phones. Management please reach out so that we can resolve this issue.
• CB

  Carlos Daniel Sifontes Benítes

  Jun 16, 2025
  5.0
  Muy bien gracias karina
• TS

  teejay smyser

  May 27, 2025
  5.0
  Would give this store ten stars if I could. Now there online/phone support is another matter entirely, but Kiara Gonzalez is amazing. So I originally ordered the new Motorola Razr 2025 through their website, bought 3 moa service in advance, even paid extra for expedited shipping (my pixel phone is been using for more years then that poor phone deserved has quietly died leaving me in a world of pain since almost every aspect of my life was dealt w through my phone, transit cards, school, eta) well days go by and the status of my order never changes from waiting for fulfillment to complete order, whatever that means. After a week I started calling their customer service, waited on hold for an hour and twenty minutes (that is not an exaggeration) just for the call to drop. (Only had my tablet and wifi to call over which I can't even begin to tell you what a pain in the ass it was) So called back later that night once again. Sit on hold for once again over an hour, just to be told that they would escalate my case to a hire authority who would definitely contact me the next day. 2 more days go by, no call from any higher authority and my phone was still pending fulfillment. Well the next day I decided to go into the actual store and see if they could get anywhere that I couldn't, and boy am I glad that I did, kinda wish I would've just gone into the store to begin with. Kiara Gonzalez immediately went into action on my behalf calling everyone under the soon and jumping through so many hoops you would swear she was a professional circus performer. She was amazing. And didn't stop until I had a new phone. We ended up cancelling the online bs and she found a store in evergreen Park that had one and even paid for my Uber to pick it up out of her own pocket. I have never had a sales rep who has gone so far and done so much to correct a mistake that wasn't even hers. That girl deserves a major raise! I can't say thank you enough.

Frequently Asked Questions About Total Wireless