My name is Margarita I have been a customer of yours for almost 2 decades maybe even longer. And this store has been the worst customer service I have ever experienced. This week is going on the 3rd week, and I still have not received my phone through the manufacture. Not once has the store called me to give me an update. About 3 weeks ago I go into this store to let them know my phone runs slow and it gets very hot to the touch. So, one of the girls does a manufacture claim saying I should get a call within 3 days to let me know my phone has arrived. She takes a look at my phone and see there is no crack or anything physically wrong with my phone. 3 days go by and I hear nothing. I go in and the girl says she has not received my phone yet. I asked why no one called me she said if we have no info to give, we don't call our customer back. So finally, I received a call on Saturday 4/25 saying my phone was at the store. Now I live in Tracy CA and work in Livermore, so I waited for Monday to come to pick up my phone. So, on my lunch break I go to the store to pick up my phone and the girl at the counter goes and gets the phone she goes to turn it on, and she says it does not turn on. So, she says she needs to see if the manufacture will send another phone. I then ask is it going to take another week, she said let me see if they will express mail it. She said she got a response and the manufacture said they will express ship it. Mind you when I hear express Shipping, I assume it will be overnighted or shipped to them within 2 days. Once again, I hear nothing, so I call on Wednesday 4/29 to see what is going on, I spoke with the same girl once again she says they have not received the phone, I asked what happened to the express shipping all she says is she needs to talk to her manager and she will call me back. I never heard back from anyone. Yesterday 5/4 I returned to work and I call the store to get an update I would say around 3-3:0 and a girl answer the phone I tell her I need to know what is going on with my phone that is supposed to have been received through the manufacture, she tells me she cannot help me because she was not the girl that helped me before. I asked why she couldn't when all she has to do is look up my phone number in her system and she will have my information she needs to help me. Bottom line she refused to help me which upset me I then told her I was very upset with the lack of customer service an empathy she was giving me. I then tried to explain to her how long and how frustrating this whole experience has been for me and yesterday I dropped my phone and the screen cracked which I'm not sure now if the manufacture will even take my phone back. She then said I do not know why you're getting upset with me. Which was crazy she felt as if I did not have a right to be upset. I then asked to speak to a manager she said one was not in and that the manager Karen would be in tomorrow and proceeds to hang up on me. I then tried to call back and she would not answer. After this call I called the corporate line and explained my situation, and I felt like once again I was not being heard at all especially since I have been a loyal customer for numerous years and have about 4-5 telephone lines. The rep was telling me I could to an assurance claim which I tried to explain that my phone was not even a year old and the manufacture themselves was sending me a new phone with no charge. When I do an assurance claim I am charged and I would be receiving a refurbish phone which I do not think that is fair because the phone I have has always been giving me problems. I asked to speak with her manager because I'm literally not being heard but I am at work and the hold time was way too long and I had to hang up, and no one ever called me back. I arrived to work today 5/5 and on my break around 11am I call the store again I ask to speak with the store manager Karen, and the girl says that Karen in on vacation I said that is strange because the girl that answered yesterday said she would be in today. I explained to the girl what happened yesterday and once again no one seemed to even care. So, the girl does not even ask me my information she just says we won't call you because we have no information for you. I said how do you even know who I am when I haven't given you my name or number. She just says we have no information for you. I go to my desk at work call from my work phone, and a girl says is this Margarita I said yes how did you know it was me. She ignores my comment and says I went and looked at our computer in the back room, and your phone is on the way she gives me a tracking number XBM262650501Y. She said her name is Alexa and the two girls that normally work there are Sofia and Emily. Something needs to be done about this store and the employees they have working there the customer service sucks, and the lack of empathy is through the roof. read more

I took my elderly dad (who's on hospice care) to this store on Wednesday, 12-27-23 to get a new cell phone since the one he's had for the past five years was giving him ongoing problems. My dad upgraded his phone from the Moto 4G to the Moto 5G. within a hour of getting back to his home here in town, we started having problems with the phone. At first I thought it was due to the internet service not working properly or from User error. I returned back to the store a few hours later with my dad's receipt the customer service rep gave me!! She informed me there was a "no return, or no refund" policy. I replied that I never saw that on the receipt she gave me from the purchase I made on my ATM card. The customer service rep then proceeded to give me someone else's receipt, and stated, "here, you can read it on the receipt" that literally belonged to another customer. She never gave me the second receipt I should have gotten when I purchased the phone with my dad. This store has NO manager on duty! I had no available person who could assist me or my elderly dad who's terminally ill on hospice care and needs to have a cell phone in his possession to get in touch with me or other family members in the event of a emergency. I was told by the customer service rep that she would order a new replacement phone that would be ready to be picked up this afternoon (after 3 pm) on Friday, 12-29-23. I was also told the Development Manager who's only at the store site (once a week) would be there today to assist me with concerns I had with my dad's phone. I was requested to call the store prior to going there at (925) 373-1015. To my surprise when I called this number it's incorrect. They have this incorrect phone number printed on the receipts they give to their customers, and on their website and it's incorrect. When I got to the store this afternoon, my dad's replacement phone was not there and NO Development Manager to assist me. How can a business like this act so unprofessional!! NO proper communication, and treat my elderly dad who's on hospice care with NO empathy. I left my name and my cell phone number with one of the other Customer service representatives and pleaded with her to please have the manager give me a call! Unfortunately, I never got a return call. This store had absolutely NO problem taking my dad's funds out of his checking account, yet they're so unprofessional to help my 82 year old dad who has terminal illnesses receive a reliable, working phone that he deserves. I also called the 800 number they gave me to the Corporate office and got absolutely no resolution!! This store treated my elderly dad horribly. Hoping karma catches up to them real soon. read more

Metro by T-Mobile - Mobile Phones Near Me - Livermore, California

The absolute worst customer service. I literally thought that I was bothering them by trying to get a new phone. Really disappointed. They were rude and annoyed by having customers. read more

Yesterday, I transfer my cell to Metro at this store as it's the only dealer still open after 6pm, I usually go to the corporate store in Dublin but they were closed. While I was there, decided to give the Internet Home a try, I am a 20+ year loyal customer of Xfinity but was curious since it's a new service T-Mobile/Metro started recently. Supposedly the promo is the first month free to give the new (or transfer from Xfinity) customer an opportunity to explore b/f actually making the permanent switch. Further, they would pay for any penalties that might incur from breaking my contract w/ Xfinity if any. Well, when all was said and done, they charged me a total of $224.50. I didn't review the receipt too closely at the store as it was nearing closing time. But upon reviewing it closely, it's clear that they have charged me the first month of Internet up-front ($55) as well as a connection fee of $20.07. Supposedly free modem/router is not free at all since they charged me $75.61. But the most troubling thing of all is that the store clerk is refusing to accept or process the return although it was never used. Just stating that I have to come back when the initial service rep who helped me has to process the return. Seriously? Are you guys not working at the same dealership representing Metro by T-Mobile???? I called 611 and spoke to an agent and they said would gladly talk to the clerk if I return to the store but no luck, still refusing to process the return or talk to a Metro agent. Their receipt clearly states in black & white the return policy at the bottom - within 14 days, within 60 days in its original condition... So not sure what grounds or rules this particular store operates under.. Seems unprofessional and unethical to say the least, hard to believe a big-name company such as Metro by T-Mobile will allow the dealership to operate in this manner using their name... Unbelievable, astounding, unexpected... "Metro by T-Mobile will gladly assist with your Return. Return a device or accessory within 14 days of the purchase date of the original device or within 60 days of the purchase date of a T-Mobile 5G Gateway. Return the Device with your receipt, in its package, with all contents, undamaged and in good working condition, with no material alterations to the Device's hardware or software. Return must be made at the store where the device was purchased - All returns must be made for a reason outside of warranty issues..." read more

Metro by T-Mobile - Mobile Phones Near Me - Livermore, California

Joke of "customer service". Came in on a Saturday to real attitude problems and zero help from staff. Safe to say I went to a competitor who helped me with Metro's problem in about an hour (they claimed it wouldn't be able to be fixed for a few days because "that guy" is off on weekends, how pathetic). After going a few exits down and working with this incredibly friendly and helpful competitor, I ported my entire family's plan to their carrier and cancelled my entire service plan with Metro that same day. This store is the reason I will never go Metro again and highly advise against it to everyone that asks me. If you want basic human respect and employees that give a quarter of a sh*t of your problems that they're paid to handle, stay as far as you can away! read more

Wouldn't use this metro pcs store. Very unprofessional. No customer service skills and very rude. No management available.

they accidentally charged me $300 for service that is wasnt using and when I brought the issue to their attention and they confirmed that they made a mistake, they said they would pay me back in 1 week. 5 months, 7 calls, and 2 trips to their stores later, still no money. Stat away from metro read more

My mom left so stressed out. She caught the bus went there on 9/14/23 to get a new phone because her old phone is no longer working. She was told she needs my PIN code to have her phone on same number. They could have offered her a phone or called me as we are on a family plan and she only pays $30. Instead she was setup on her own plan for $70 a month and was told by one of the lady's there to come back with the PIN code to make the phone number change. She goes back since we dialed *611 and she was unsuccessful with accomplishing switching number back and according to phone Metro Rep was told to go to store to get it done. She catches the bus again on 9/15/23 and was told by the other lady there she cannot do the function there of switching the number or terminating the new account. I thought customer service should get better over the years not worse. I live in a different state and cannot be there at the moment to help. She left so stressed out. Nothing accomplished. What are the stores good for. Should just have robots there I guess if you have to call *611 there for everything else beside buying a phone or an accessory. Use to be a great store but I guess customer service is down to the bare minimum. read more

This store lacks knowledge and customer service. I returned a phone & cancelled a plan and rep had to call someone via phone for guidance on what to do. She used the "f" word twice and said people just talk too much which is annoying. Clearly no "customer first" here either. They worked on overriding the computer system who was crediting like activation fee and they did not want to do. I previously called and was told as long as I returned everything like I got it within 7 days I would get FULL refund, they did NOT honor what they said. My initial visit was not pleasant either, nothing was explained at all regarding their cell products or even what type of service I was getting. I will never consider MetroPCS and much less this store on Portola & N Livermore. read more

Came here to switch over from Sprint (evil, evil Sprint!). Metro PCS piggy-backs off of T-Mobile's services so they have the same coverage problems, although that has REALLY improved over the last couple years. They have a chart in the store that shows the areas with coverage, so unless you live in the midwest (especially Montana), you're golden. Most of California is covered. Apparently, they can't hold phones. We've been trying to get phones from this place for the last week. The shipment they told us about came in but sold out before we could get there. We called in advance and they told us they had 4 Smartphones but that we couldn't hold them. Thank God we came in when we did. Some guy came in ten minutes after us and wanted to buy one of the phones...sucka! This is a very small store, and they are constantly selling out. They are also very understaffed. That said, the girl who set up our phones was very friendly and very helpful. I am amazed, to be honest, how quickly the two people there kept customers moving given the small size of the store. I love my new LG Smartphone. It's really user friendly, and I figured out how to use it in about half an hour without even using the booklet. The 4 lines for $100 was a great deal -- we couldn't find anything better in the area. Definitely a must for families! read more

Irving and Angela were amazing. MetroPCS should do everything in their power to hire and retain people like them, and if they do not, employees like Angela and Irving should go to better places. Irving was extremely helpful and honest with me. He mentioned that we did not need to buy a new nano-SIM card, that the MetroPCS CSR's should have been able to activate the old SIM with the new iPhone. Irving and Angela were helpful and honest, which is regrettably rare in sales and customer service of big corporations. It looks like I caught Angie (different from this Livermore MetroPCS store) and Amanda, CSR's at the MetroPCS Dublin corporate office (http://www.yelp.com/biz/metropcs-dublin-2), in a lie or instance of blatant incompetence. Perhaps MetroPCS the company should discipline them, or at least discuss this experience as a learning opportunity? Angie told me 1) she did not know why the old SIM card was working, and 2) that I needed to buy a new nano-SIM card AND activate it in the store ($26 charge with tax). Amanda said that I would need to buy a new nano-SIM card, because each SIM is irrevocably tied to a specific phone -- new phone, new SIM. In any case, I definitely learned that for whatever issues may arise with my MetroPCS phone service, I should call this store instead of any other MetroPCS store. read more

Great customer service. Walked in to pay a bill and ended up walking out with a new phone. Right now they have 100 off any phone

I won't go back to this store. I thought the young lady behind the counter was a bit curt and abrupt. She didn't seem like she wanted to take the time to answer my questions. I felt no kindness nor did I feel like she wanted to help me in choosing a phone. So I left without buying a new phone. I have been with Metro since 2003 and have been a loyal customer. I will buy my new phone at the store on Stevenson in Fremont. They are patient in answering questions, helpful and kind. read more

When I decided it was finally time to upgrade my phone, this Metro PCS location was the one I chose for my transaction. I have been a Metro customer for more than six years and visited a number of locations, but the attention I have received every time I visit here is stellar. Rose is always helpful, courteous and patient. After over fifteen years of working with the public it's always nice to deal with someone that truly understands the definition of customer service. read more

This store is awesome very great customer service and they were able to get to me as soon as I got there. The store is very neat and clean and has all of accessories and phones that any customer will be looking for. read more

Best metro store ever, always get great service. Was in there yesterday and I have to give Irving extremely high praise watched him help a lady for over 30 minutes (who had the dumbest questions) he had so much patience I would of told the lady here is the book with Instructions and there is the door, but no Irving showed her how to do it all. Irving set up her voicemail and all excellent customer service!! read more

I purchased a charger for my son at Christmas and changed phones and his new charger was different , plus he got a new one with the phone. I paid cash $16.39 so I took the charger back , never opened package. Now on there return policy on the receipt says No Refunds or Exchanges are allowed on handset upgrades all others return I package unused within 30 days. I do not even live I Livermore so I drove 30 miles to get my refund. The employee named Alejandro said I can not get a refund but exchange for something else. I said no I paid cash I would like my return the way I purchased it cash! He said you can talk to my manager she is at the other store across town. I told him can you call her , he said yes , good because I would like to ask her why she does not honor what there policy is. So can you call her , he said no I will not, why he said because I am not, I then said this is unreal he told me to leave I said I will be calling corporate. He waived his hands at me and said so long. Never in my day have I ever wrote a complaint about any company for there lack of customer service. How can a company stay a float with rude employees like this. Well I called corporate they said they would get to the bottom of it. I never got my refund and that's alright! I rather take a loss $16.39 but they took a bigger loss I am dropping metro pcs and going with another carrier! Thank you Alejandro I have to leave a star in order for me to post, they deserve O!!!!!! read more

I love this cute little store had a great experience with Sales Manager Mike, i was able to get a great phone with all the accessories to go with it and i didn't have to wait and customer service was on point!!!! read more

Lousy service, lousy phones...and when you have probs with either, they will treat you like it's your fault and do next to nothing to help...this is why no contract is required...I expect it will get worse once T-Mobile takes over... read more

I went in a couple days ago because I was having problems with my phone. The staff was really friendly and made the calls for me to get my phone fixed. They were really patient and helpful during the whole process. They fixed my phone and kept a good attitude throughout the whole time I was there. I would definitely recommend this place if you have any problems or questions regarding your phone. read more

Purchased another phone to my existing account and the sales rep. Yuriko changed my plan without advising me that I would lose valuable features that I used on my phone. I lost my free GPS service and when going back to the store to have them fix the problem they indicated that it was no longer available and I would have to pay $5.00 a month to add it. She should have informed me of what was beening taking away so that I could have purchased the phone for my daughter and not add it to my account. This experience has been a NIGHTMARE and I will NEVER buy ANYTHING from this STORE AGAIN. I usually never go to a Authorized Dealer Metro and after this problem I will never give them my business AGAIN. WARNING ALL INDIVIDUALS it is better to go and buy your phone from a Metro Store because they will not mess your phone are plan up. STAY AWAY FROM AUTHORIZED METRO DEALER STORES!!!!!!! read more

Service here was HORRIBLE!!! I came into the store wanting to get a better phone and saw a refurbished iPhone 5. The lady at the store mentioned to my husband and myself about smart pay in order to pay for the phone. Well this person gave us some very misleading information about smart pay. My husband who is good with the finances asked her if we pay for the phone within 90 days then no interest will be attached. She response was "that's correct." There was a poster in the store with the smart pay ad on it along with the fine print that people usually do not read (except my husband). He read that even if the phone is paid within the 90 days that a 20% interest will attached to phone. Naturally he brought this up to her but her response was "that's out of date, sir. But our offer with smart pay is you pay within 90 days are you'll be fine." Believing her we bought the iphone using smart pay and was given instructions about how to set it up. My husband then asked her if anything goes wrong with the phone what is metro's return policy. Her response, "you have until 30 days to return the phone." So we were all set and I was enjoying my phone until I saw my smart pay account.....they were charging me the 20% interest. I called smart pay was told that even if I paid the phone (within 90 days) I would still be charged the 20%. My husband called metro pcs (customer service number) to verify this. Turns out the lady working at the store had NO IDEA what she was talking about! In addition, I would be paying more than what the phone is worth! I might as well buy a brand new iPhone! My wonderful husband then got in contact with the actual store where the phone was purchased because we wanted to return the phone. Well that was when he was told that we had 7 days to return the item (I had the phone for 7 days already). So that meant I had an hour to return the phone before the store closed. Again misleading info by an employee!!! I hurried over to the store along with two kids. Both employees were SOOOOO unprofessional! They didn't even bother to apologize and the same lady employee (who got me into this bind in the first) was there didn't say anything. She sat there with her smug look (such a bad attitude) while texting. Their horrible attitude indicated to me that they wanted me gone. They made me feel as if I was bothering them. The other employee then told me that I had to pay $15 to activate my old phone. Really after that fiasco I was still had to pay! But I needed my phone for work. Even after I was done.......there was still no apology. Never again will I set foot in that store! Note to everyone......DO NOT GO THERE!! Because of this I will most likely leave Metro PCS......so thanks the wonderful experience (*sacrasm) read more