‼This the continuation of my previours first review : FINAL WARNING Check your: * Receipts * Payment methods * Refund confirmations * Metro account details * Added services * Email addresses Do not rely on verbal explanations. Take screenshots and keep records of everything. If I had not insisted, documented, and escalated this issue, my money would never have been returned. read more

1 STAR - SERIOUS ISSUES WITH REFUNDS, CHARGES, ACCOUNT HANDLING, AND STAFF CONDUCT Metro PCS - 5540 Monterey Hwy, San Jose, CA I am writing this review to document a very serious and concerning experience at this Metro PCS location. I am not posting this out of anger or revenge, but to warn other customers and to keep a public record of what occurred. REFUND ISSUE - $109 IMPROPERLY WITHHELD On December 22, I requested a refund of $109, which remained in "pending refund" status for approximately 10 days. I contacted PayPal multiple times, and they confirmed on two separate occasions that: * The refund was NEVER released by the merchant * After remaining "pending" for 10 days, the transaction was changed to "canceled" * This was not a delay, it was a merchant-canceled refund UNPROFESSIONAL, RUDE, AND INTIMIDATING STAFF I went to the store multiple times and was assisted by: * Mariana - Store Supervisor * Maria - Sales Associate * Fatima - Sales Associate All three displayed unprofessional, rude, and intimidating behavior, including: * Laughing during a serious refund dispute * Mocking behavior, staring, and dismissive attitudes * Repeatedly telling me to "wait" * Using the holidays as an excuse * Attempting to confuse the situation even while I showed clear PayPal proof that the refund was CANCELED At one point, supervisor Mariana admitted that sales associates often do not properly explain costs or so-called "promotions" from the beginning, and said she would speak with them. Despite this, Maria and Fatima continued behaving in a rude and mocking manner, even though the issue was not directly caused by them. REFUSAL TO PROVIDE OWNER INFORMATION Mariana stated she would speak with the store owner, but refused to provide the owner's contact information when I requested it. THREATS AND INTIMIDATION When I clearly stated that I would not remain silent until my refund was returned, supervisor Mariana threatened to sue me: * For recording part of the interaction * For a Facebook post I had made (which she admitted she had already seen) These threats occurred while I was requesting a legitimate refund and constitute intimidation, not customer service. METRO CORPORATE WITNESSED THE BEHAVIOR During this interaction, a Metro PCS customer service representative (611) was on the phone listening to the entire conversation. The representative: * Confirmed the call was being recorded * Clearly heard the supervisor's rude and intimidating behavior * Apologized * Stated that formal reports for store misconduct would be filed IRREGULAR CASH REFUND - NO RECEIPT Minutes after I left the store, the supervisor called me claiming there had been a "cash drawer error" and said my refund would be issued in cash. When I returned: * I was given cash only * No receipt * No confirmation * No written documentation * Supervisor Mariana handed the cash to the associate, who gave it to me * Mariana ignored me completely and offered no apology or explanation Issuing a cash refund without documentation--especially after canceling a refund in the system--is highly irregular and concerning. PAYMENT AND REPORTING DISCREPANCIES The Metro representative also informed me that their system reflected only a partial cash payment, despite the fact that I paid a much larger amount using my PayPal card. I have receipts and proof. This raises serious concerns about how payments and refunds are being recorded at this location. "FREE" ACCESSORIES QUIETLY CHARGED Another deceptive practice I experienced is that when staff say accessories are being "given for free," they are actually charged in a misleading way. In my case, accessories verbally presented as "free" were quietly charged by splitting the total into two separate receipts, making it less obvious that the items were not free. Unless customers carefully review every receipt line by line, these charges can easily go unnoticed. ACCOUNT CREATED WITHOUT MY AUTHORIZATION Another major red flag: When I installed the Metro app, I discovered that an account had already been created using an email address that was NOT mine. * I was never asked for my email * I did not request an account to be created * I have screenshots proving this * I immediately changed the email to my own After sharing this experience in a local moms' group, other customers reported similar issues, including: * Accounts created or modified without consent * Services added without authorization * Extra charges appearing unexpectedly This suggests a pattern of improper account handling, not an isolated incident. EVIDENCE AND DOCUMENTATION Everything stated above is supported Due that yelp only allow certaing amount of word in the reviews box, I wiill Continue in my next review after this. read more

Buyer beware when you are told they are giving you a gift, you check your bank account and find you were charged for this so call gift after all . On Valentines day took my dad in to buy him another flip phone. at the the store on 5540 Monterey Hwy San Jose He had lost his , at the conclusion of getting the phone activated, the lady put 2 items on the counter and said these are gifts, Happy Valentines Day. When I went to run his credit card the amount was way to high for just the phone and turning it on. She said not to worry, those items need to be on the receipt so it does not look like I stole them, their total amount of $ 87.48 will fall off before it goes through to the bank . In checking the bank account the next day the full amount of $182.11 was charged. I called and spoke to the manager, she was no help at all, Telling her these were to be free items I don't think she knew how to add. She was of no use. Waste of my time. I called the company and filed a complaint. Today I call the store back to get a address. the gentleman I spoke to said he would reach out to the district manager. I then got a call back from the person who sold me the phone and she tried saying , this was a bundle, maybe she did not explain it right to me. BS you said it was a gift and a gift is free , etc etc .So then now I will have to drive back down there 3 hours away and return the items to get a credit. So BEWARE when they say here this is a gift . To make it clear I did not ask for these 2 items, the word bundle was never mention, but what was say.. 2 free giftBu read more

The service is terrible! The lady working today 4/18/2025 at 10am did not want to do her job and help me. She was rude and disrespectful, I am changing phone service carriers. Unacceptable!! They need to hire better staff that is willing to work for their pay not just to sit around. read more

My brother got his new phone he was very excited! Thanks to metropcs and also helping my brother finding a new phone, the service was so great and thanks to Tammy for helping him out with a smile!! Thanks metro! read more

The customer service was excellent. Tammy was extremely patient with my friend who was trying to get a new phone. She explained everything to her & ensured she understood the details. Gio who was the other Rep also helped whenever needed. Friendly, efficient & decent folks. I would give it a 10/10 read more

Just wanted to give Victoria and Julie 5 big stars for having a positive attitude and for their great customer service!! Thank you both!!!

This place stole $70 bux from me. I paid to get my line re connected and went back 3 days later asking for a refund cause it never connected. The lady said no refunds only on the same day you payed. She should've Said that on the day. I recommend switching over to AT&T they give you a free IPhone XR and I only paid $55.50 never again will I return to this shity carrier that steals money. $70 bux down the drain read more

Metro By Tmobile - Mobile Phones Near Me - San Jose, California

See all

This is a tiny Metro store next door to UPS at the big Monterey Road plaza. Came in today because my boyfriends phone randomly stopped working. We walked in and waited for about 15 minutes in complete silence without being acknowledged when we walked in. The ONE employee working finally signaled that she was ready to 'help'. Upon inspection of the useless phone, she stated the obvious that the phone was no longer working. My boyfriend then explained that the phone was less than a year old and under warranty. Despite this, she told us that he must pay a $15 fee to replace the phone EVEN THOUGH he has a warranty. WTH. Isn't a warranty supposed to protect you from your phone randomly frying? I'd understand if he dropped it and it didn't work but this was obviously a software error. He agreed to pay the $15 for a new phone. Then, she informed us that it's actually $45 for a new phone unless we wait for some process to go through with the company. Ok. So he agrees to pay $45 for a new phone and asks if there are any additional charges. She shakes her head no, and assures us that there are no more charges. My boyfriend filled out all the paperwork, and when the time came to pay she says 'ok that'll be $69. WHAT. What happened to no additional charges??! I understand that the employees at most places like this have no authority in cases like this so I am more upset with Metro than with the store. Customers should not have to shell out more money when it's a factory error in the phone. ESPECIALLY when the phone is on supposed warranty! Boo you Metro. Your phones AND service suck. read more

Metro By Tmobile - Tiny store in between Walgreens and the UPS store. AVOID. - Mobile Phones Near Me - San Jose, California

I have five cell phones on my Metro account that I use for my business. I just experienced an absolutely bizarre and potential disaster with my personal cell phone and my business cell phone that I've had for years. Apparently somebody hacked my account and took both of these phone numbers down. They disappeared from Metro's system completely. I came to this Metro store and Yuli the store manager took care of what seemed to be an impossible situation and fixed everything quickly. She was quite resourceful and did an amazing job. This is absolutely my new Metro store and I will trust her with all of my cell phone needs! Thank you! read more

Jesus is the Best!!! He assisted me with a new phone when I moved to this area and was extremely helpful and knowledgeable. I was so impressed I brought my mother in law to this location over a year ago- she lives in Sacramento. Jesus helped us again . When she visited again she had some questions about the phone and went back to the store where Jesus helped her again! Now, today, I brought my husband in and he got a New Phone - upgraded and linked our accounts! We could not be happier with the service we have received fro Jesus and the mobile service in our area from T mobile. Why would anyone choose another company???? They must Not know how awesome of a deal they can get!! For customer service this location gets an A ++++ and for phone service , T Mobil Metro PCS gets an A +++ too!!! read more

Michelle has very good attitude would not hesitate to go back to the store.. Excellent customer service knew how to solve all my doubts and questions excellent service thanks I give her A+ read more

I purchased an iPhone 7 at Metro yesterday. I should've done my homework. I came to find that the iPhone 7 does not come with a headphone jack. Apple does include a very weak set of earbuds with the purchase. The cord fits into the charging port which doubles as the earphone jack, however; the quality of the earbuds is so poor I choose not to use them. So, I looked online for a solution and found that there is an adapter that will allow me to use my favorite high quality earbuds. One would think that Metro would stock these, but no. What irritates me most is that I wasn't warned about the absence of an earphone jack. What is it? Buyer beware? They won't take it back and I understand that. When I returned to Metro looking for the proper adapter I was met with dumb looks by the two girls that don't speak English well enough to even comprehend my issue. So now I'm on the hunt for the correct adapter so I can resume my life. Wish me luck read more

In my entire life I have never been treated as badly as I was at this Metro PCS store. After my experience with Marlene I was seething for hours. After getting a warranty replacement phone she told me there was no warranty on the phone and if I had any problems I had to go to the main store. When I got home I was told my phone doesnt work and , sure enough I couldn't call out. I called the store and said the phone won't send or receive calls. Lucky me, I get Marlene again, and like a robot , with no concern, she repeats that I have to take the brand new phone to the main store. Wait a minute, are you kidding me, you gave me this phone an hour ago. Again robot girl, with no concern, says take it to the main store. Well, I called customer support. Most helpful, simple solution ever. Wait two hours and your phone will become active. Everybody probably knew that except me. Maybe robot girl could have told me. Here's an idea. Let's close this store. Customer satisfaction with Metro will skyrocket. When miss notsohelpfull is out of work she could go to school on product knowledge and customer interaction. Zero stars folks. Zero. read more

Went in to pay my two phones and as usual couldn't get the proper help in explanation of both phones in detail. The guy act like I was a bother and stated he couldn't remove a feature that I never asked for but yet had to pay for due to their inability of computer stupidiness.... STAY AWAY FROM THEM AND ANY METROPCS AS THEY HAVE A TENDENCY TO RIP YOU OFF AND THEN ACT DUMB ABOUT IT!!! read more

Excellent customer servive!! We upgraded a phone and LizBeth helped us. She was very kind and helpful. The store is very clean and it looks like it was remodeled. I would definitely recommend this store. read more

I was frazzled becuase my phone was not working properly AND had a bad experience with a purchase I had made at a different metro store (corporate store). I walked into this metro place and was helped by Jose. He took the time to answer all my qiestions and fixed the phone (somehow the settings were changed and caused my text messages to not download properly). I have to mention that he made sure everyone was being helped to the point where he was multitasking. Not bad at all!!! I seldom have such plesant experiences when dealing with phone issues. From now on this will be my place to go! read more

I went there an a girl help me out she was very profesional and nice help me with all my questions great customer service I recommend it to anyone looking to get a new phone read more