Thanks for the great help with changing my plan. It's exactly what I needed. It didn't take too long.

Not one person in store during business hours. There was a sign stating that they would be right back. However we and several others stood outside for an hour and a half and still no one returned. This was on a Sunday at 2:45 in the afternoon. Store closed at 5. We waited outside the door until 4:30 before we gave up read more

Employees were not helpful at all. I have my details and one employee shared their tablet screen with the other employee and then I was treated poorly. Am I on a low profit margin plan that says don't pay any attention to this customer? I would ask another question and given no information, B.S. response. Will change carriers! read more

Customer service is like shit We waited one hour it didn't worth it Every time we ask, they say five more minutes, five more minutes read more

customer service was like shit I hate it The workers was there very rude They had some friends there they were just talking. They don't even help us at all. read more

Rainy day. Early in the morning. My phone had crashed and I run to this store asking for a new cell phone. The guy, I kid you not, says "we don't have cell phones. We can order it though..." It only took me 10 min to run to a Verizon store, change my provider, and get a new iPhone. 2 min into the transfer T-Mobile calls: "Please consider staying with us for a better deal". I'll never come back to this store. Or to T-Mobile. read more

Worst T Mobile store, no help at all. They just want to up sell you so they can earn more commission. Does not honor online deals from T Mobile. I would definitely stay away from this store. Wanted to charge me $500 more than the online offer. read more

I will absolutely stay away from this store. Customer service so bad, representatives so unhelpful, wait time super long despite having an appointment. zero star!! read more

Out of all of the mobile phone companies I've had over the years, T-Mobile has consistently provided good service and good value. Whenever I have an issue, I can chat with them 24/7, and if I need tech support to call me back and I schedule 08:00, my phone is ringing at exactly 08:00 with my tech call. The only detractor here is on rare occasion telephone customer service is obviously offshore (usually Philippines) and the accents are extremely difficult to understand. Now I have no prejudice about what country someone is from, but if their accent is so think I can't understand then, then that's a problem. read more

worst customer service I have ever experience. could not help me with account at all even after i provided on reciepts.

Came in to trade our phones without an appointment & Mike, store manager, & his associate were very helpful, provided smooth service & were professional and at the same time we were able to crack jokes while we waited for data to be transferred to the new phone. Pleasant expierance all around. Fairly large, clean store. read more

I have consistently gone into this location for it's convenience and been treated so rudely, I am considering going to another company. The management or owner needs to rethink customer service. You walk in the door, and either you are not greeted, or they bark at you. It's like you are an intruder. And there are different people every time I go in. I wouldn't want to work there, let alone shop. read more

No corporates around This T-Mobile is out of the way but because of CA Covid restrictions most corporate stores are closed or operate limited hours. Non corporates are picking up the slack. They're located in a shopping strip so plenty of parking. I'm a Sprint guy (I know you read my Pearl City review) but this is my first time inside a T-Mobile. It's a decent size with limited products. Kenny help me with getting an upgrade for my mother's phone. There was some technical problems with transferring info from the old to the new. And it wasn't their fault at all. Overall four stars. The service was extremely helpful and patient. Not quite five because of limited stock. Now excuse me, I gotta figure out how to work this damn thing. M read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Burlingame, California

See all

Had a very bad experience with this office. We were offered to trade in our old IPhones to new ones and were misinformed of the terms. Dmitri admitted that there was a mistake and told us to speak to his manager Mike Laverne. When we came to see Mike on 12/26/24, he was yelling at us, started beating his desk, threatened my wife saying "I will kick you off the office". He was very rude. He definitely cannot work with customers. Never met such a "manager". read more

According to the comments, I have been very lucky with the customer service. My phone connection stopped working, and Dave, who I recommend contacting, did his best to solve my problem. Finally, it turned out that the problem was not with SIM card, but with the phone. He offered to do a reset and check the connection after that, but I decided it would be better to go to the Apple center. Anyway, I noticed that this person was truly concerned about helping me. read more

Stop by to replace my old broken down phone a young lady Davina helped me very knowledgeable very friendly, extremely helpful , got me in and out on a Friday evening relatively quick went back on Saturday to have them transfer my information from my old phone to my new young, a young lady Elizabeth was there another one extremely helpful and extremely knowledgeable. These two young ladies if you need any help go see them and then there was a gentleman unfortunately I didn't get his name. He was putting up with some angry out of hand customers and he nailed it , he kept calm and handled it professionally and the customer was asking for info that was irrelevant to T-Mobile. I tried to sit there and not laugh, but these three were extremely professional like I said if you guys need help go see those two young ladies , and I'm one of those ones that have absolutely no knowledge on phones and they walked me through a lot of stuff read more

Friendly service but disappointed in the lack of response. Unable to return items due to the issue of my internet hardware. I left my drinking water bottle at the store yet they throw it away stating the company policy. The agent didn't give me any updates as I requested to. read more

Definitely one of the T-Mobile locations I have been into. Staff were really kind and helpful, and fast and easy. read more

T-Mobile Authorized Retailer - Indoors - Other older phones section. - Mobile Phones Near Me - Burlingame, California

See all

Long story short, my mom got assaulted and robbed of her purse a few days ago which contained her cell phone. I had to immediately order a new one online but it didn't have a sim card, which prevented me from activating the phone. These days during Covid-19, the number of T-Mobile stores have significantly reduced. Best believe how stressed I was to take care of my mom's stolen iPhone during this pandemic when every store is closed, including Apple, which is so inconvenient. Like wouldn't you think cellular and electronic stores would be considered essential? Anyway, this T-Mobile was the only location I could find open around me. No need to go inside. There's a table blocking the entrance, so a staff member will safely approach you to assist you. Let me tell you, this was one of the quickest experience I had with a representative. I usually hate going to phone stores because I feel like I'm about to be scammed lol. But I was in and out of this store after the staff helped me activate the phone and add a sim card. I forgot to get the name of the guy, but he was very kind and professional. Like I mentioned, he was very fast and efficient. I recommend coming here to solve any phone issues you have. read more

Today, I went to the T-mobile office in Burlingame to e-sim for my new iphone. The employee who was trying to help me, his name is Dave, was fully unprofessional and very impolite. They did not provide needed assistance, and did not explain the procedure. After I asked Dave for an explanation, he simply sent me to his manager that didn't help me either. In result, I spent an hour waiting and the issue didn't get solved. Now, I strongly think about changing my phone plan to another company. I hope that this review will be seen by the managers of t-mobile. read more

Let's face it, spending time at a phone retailer can be time consuming and for someone like myself with limited time, I have to say my experience at this T-mobile location was very pleasant. Gabby and Rodrigo went out of their way to help my husband and me upgrade our phones. Although it was painstakingly long to transfer all our information, their customer service was exceptional. They were patient and very efficient in making sure all our questions were answered. So glad we stopped by this location. I highly recommend these two employees (wish all stores had employees like them). read more

Needed to update my parents phones and the website kept on giving me a hard time, so I decided to do it in person. Before I went in, I called to check if they had the phones my parents wanted and when I arrived an employee named Jonathan assisted me and even though he wasn't the one I spoke to he was aware and immediately assisted me. I walked out with 2 great phones, 2 happy parents and 1 happy camper! Thanks to Jonathan my experience remarkable! read more

I had a fantastic experience yesterday! Associate Jonathan went above and beyond to help me and he did so with patience and a great attitude! True professional. Thanks Jonathan and T-Mobile! read more

The reason this store has 2.5 stars is because the customer service is terrible. Do not waste your time with Monica she is dismissive and unhelpful and rude. If you don't like working with customers and trying to help them then you shouldn't work in customer service. She definitely needs more training in how to treat customers or a different type of job.. I will say she is not a good representative of T-Mobile or Sprint because all of my other experiences with this company have been great. read more

I just came from this place to pay for 3lines, my service got suspended because I was surprised with the amount that was due (not my normal monthly bill amount) from $110 for 3 lines I added an extra line then the amount went up to $249, unfortunately the manager Luis was just standing and didn't do anything about my account. He made sure and made it clear that nothing they can do and that I need to contact customer service to get help, I decided to drive all the way here to get help, and nothing was offered to me. The agent ****636 Mariano intervene and explained that the time I added my 4th line it was on a promo and I should be getting a 5th free line and they were offering to give me the sims card right away which was never mentioned and offered to me from the beginning when I added my 4th line and I am not even aware of this promo (are you serious??? There's no apology at all from Mariano and Luis). How can these people can just take your money without initiating on helping your situation knowing they did all the entering all of your information in their system on their own. Now they messed up, now you are the one who needs to take your time to fixed their mess. Luis should be ashamed of his position being a district manager who always seems so lost and has no concern with customers account problems, the other agent who decided to help me who was standing there sales rep****636 had a different feedback about my account and mentioning something about a $50 credit. Since the 5th free line was never mentioned from the beginning, this is insane! I'm getting charge for a 5th line that I never signed up for and now I was asked to call customer service to get it remove or fix. Luis the district manager was a coward he was not willing to help so the other agent had to step in and had carefully explained the possible $50 credit it's unfortunate that no one pick up the phone to help me get this fix together while in their store.... I came back to get their names but Luis the district manager was so uncomfortable giving out his name. Even the sales lady said that he was not a manager and only a co-worker. I am totally wasting my time writing this, i don't know when was the time I had to write a review but I am devoted to write this for sure. I will continue to seek for help regarding your service for this particular location. read more

Horrible service. Was thinking of trading in my phone. I showed them my s9 which has a crack on the screen and they said it wouldn't get the maximum money. So I asked how much and another guy comes over and said $100-$150 which is less than what Samsung is offering. So I said I have A20 and the 1st guy helping me said the offer only valid for Note and S phone. I have been a long time customer with T Mobile, I left hugely disappointed that they couldn't at least offer some solution to help me upgrade and just gave a nonchalant attitude. Not even caring to make a sale. In the end I just said never mind I will not be upgrading after all and walked out. read more

So I had a Note 8 that literally died on me after a couple of months purchase and use. I went to the 4th Avenue Tmobile store to have them look at it. They said it was defective and would not turn on. It was still under warranty and they turned in the paperwork so that Tmobile would send a replacement. I got a rext yesterday from Tmobile saying to pick it up at this Burlingame store. So I. thought to call and confirm that the replacement unit was ready for pickup, particularly it was the San Mateo store that submitted the warranty claim. Moe a store salesman said the unit was there and all I needed was to prove I was an authorized user on the account and to bring the broken phone. So I drive 20 minutes to this small Tmobile store and the store manager Karen and Moe are there busy talking about Shark Tank thr TV show with a friend. When I explain to her that Tmobile texted me that I should pick up my replacement unit, she takes the broken phone l, plugs it in and tells me she can not give me the unit because it will not turn on. She says it is her store policy not to release a replacement phone unless it can power on and she can determine the LCD is not damaged. I explained to her that the phone would not turn on which was why Tmobile sent me a replacement unit. I call 611 and the Tmobile rep explains to the store manager that it should be okay to release the replacement phone without requiring the old device to be turned on. The store manager tells the rep that her location is an Atmel franchise store and their policies are different from Tmobile their supplier. The 611 Tmobile rep said that she could not force the store manager to release the replacement to me since it was a franchise and not a corporate outlet, and it was her store. That this store will not allow Tmobile customers to pick up a Tmobile approved replacement for a completely dead phone undet their warranty because the phone wont turn on is completely bizarre. Buyers and Tmobile customers beware! read more

Where is this store's kiosk?!? I can't even pay my bill on this branch?!? WTF!!! This is so ridiculous that's why I hate this phone provider big time!!! No I will not recommend it at all to anyone. Very poor service. No good @ all it's really the worst of all. read more

TBH this is probably the worst T-Mobile store I've ever had the displeasure of visiting. Over the past month, I've visited to upgrade a plan, purchase a new phone, look at accessories, etc. Each time I was met with rude and unpleasant staff; different reps in each visit. It seems to be a store-wide thing. So I figure, maybe it's an off day, I'll give them another shot. I explain my situation each time. And each time the person gives me an answer that seems like my need is too much trouble for them, so they just say it's not possible. It was possible at other stores which I had to visit after leaving this location. At one point, I was told that this location is a "retailer" of T-Mobile, and not corporate. So that means you have to have lower-quality service and capabilities? Yeah, hard pass. La tienda de T-Mobile en San Bruno habla espanol tambien. Mucho mas amigable! read more

Don't ever go to this store! It seemed they don't want to work...I referred my sister-in-law but get nothing... instead tell them to go to different store. What a shame! read more

5 stars for fast efficient service! Minus 3 stars for the associate Marckus, even though he was very friendly....he kept trying to sell me phone accessories even though I kept declining. AND he added insurance to my phone bill WITHOUT my consent which is a total no no. I kinda felt he was gonna pull something shady like this so I checked my next phone bill and sure enough he added the $15/monthly Jump insurance pkg. I know phone companies encourage their workers to do this in order to get more money from their customers but it is annoyingggg. I called corporate and had it taken off. read more

Continue the bad review trend. Went on 10/6 when tmobile released statement that they were going to sell the Note7 again. Store rep (I believe was the manager) told me he didn't have any in stock. He wrote down my information, my numbers, and told me he will call me later that day because their system shows that they should receive shipment for silver versions. I waited til 4pm and no call. Picked up the phones in SF Embarcadero because they had it and it was a trouble free experience. 10/10, went back to the store to do the return because Samsung issued a statement that they will stop global sales and everyone should return and power off. Store rep processed things promptly. I asked about the $25 credit that was offered by John Legere (CEO) for the inconvenience that the Note 7 has caused to consumers. They told me they don't issue that and told me to call customer service. Then some other agent said it will credit automatically after 2 billing cycles. Store rep also took out all the chargers, and accessories and kept it for themselves. I asked about those things inside the box, the girl said we return them. But she turned her back and put everything away in a separate place. Went back home the same day and contacted TMobile via twitter. They responded that the store should have issued the credit and put it on memo. Tmobile twitter rep handled the situation quickly and gave me the instant credit without waiting 2 bill cycles. Obviously the reps didn't want to give me the credit. oh well... read more

This t mobile branch has suck representative don't go customers always wait and then so liar and not polite if i were u i never go this tmobile shop read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Burlingame, California

A huge disappointment at this location. The short, heavyset female with a heavy Latin accent is not misinformed but instead a crook. She lied about existing offers and upgrades in order for her to get a commission on our dime. She was corrected repeatedly by her colleague In our presence all the while defending herself, attempting to justify her lies. T Mobile is a fabulous company but this is a travesty to TMo. It's obvious that this individual is trying to take advantage of people's pockets. read more

I went in last week to get a mobile hotspot to use for video streaming at home. The product itself and the service has been great so far. No complaints about that. But this review is about T-Mobile reps being dishonest. The employees are unfortunately misinformed and lack proper training. The rep I dealt with assured me that she is not running a credit check and there will not be a hard inquiry on my credit. I'm very picky about what I run my credit for and it was upsetting to get an alert from my credit monitoring service about a new hard inquiry on my account. Avoid this store if possible. read more

The staff at this location of T-Mobile are awesome, I'm 68 and an newbie to the iPhone. Today, Pricilla help me. She listened, she helped, she got me what I needed. When I left this branch today , I was empowered. T-Mobile ,this location, and the staff ROCK! read more

Karen was super helpful and made the process of buying a new phone very smooth. She knew the prices of everything on the top of her head and knew the down payment and monthly payments without even looking at a screen. She's awesome and very personable! I was in and out with everything I needed, phone backed up and everything! read more

Well....my dots after the well should kind of set the tone and mood for this. I guess you can say my biggest "beef" with retail now a days are against the large companies , the big fishes, whatever you want to call them. Well I'll never win but whatever I guess we all can't get what we want in life right? Mind you T-Mobile is already gawwwdd awful the only reason I'm with them or have been with them is because at&t fucked me over on their whole "grandfather clause" plus the fact they always have the coolest phones. Anyway besides that point, walked in NO ONE WAS IN THE FRONT...if those weren't dummy phones you could of just unplugged one of them and said SEE YA! easy as that, Walked in finally found 2 associates one of which was very out of it I don't know if she was back there huffing glue or something. I was only there to pay a bill, usually I use their kiosk or pay online but this store didn't have a kiosk. During my transaction with the associate her: "oh my computer is running slow," Me "ok that's fine, I can wait a few minutes," her "what?" me " I can wait a few minutes;" ....15 minutes passes by her "ohh I'm going to restart my computer again" me: "Uh i guess but why can't you use the other computers since no one is using them at the moment" her. "ohh they all slow," me: "so you're telling me you already know that all of these computers yours included are slow...hmmm funny how that works" Basically... SMH (shaking my head)...it took a half an hour just to PAY ONE cell phone bill. Her partner just walked by looking high as fuck and didn't answer my question when I asked her if she had a working computer. Go to any other T-Mobile store EXCEPT this one, I thought it would be convenient being that it's less than 5 minutes from where I work but nahhhh totally wrong about that one. read more

Usually really friendly service, but i went in today and did not feel welcomed. No matter how positive I tried being the girl behind the counter was not having it. I went in wanting to upgrade my phone and add a new line to my account, but the girl from the start showed that she wasn't interested in helping. I was trying to convince my friend (who was with me) that t-mobile is always friendly and worth the switch, but the encounter he had witnessed convinced him otherwise. The worker spoke short with us and when inquiring about different phones she gave a somewhat snarky remark that we were not making the right decision with any of the phones we had mentioned/ thought of upgrading to. She criticized our thought process and implied we were stupid for trying to upgrade so close to the new iphone 12 release. Again t-mobile is usually great with service, but today made me question it. Maybe next time if you're a worker not wanting to be at work, stay home? read more

Went in today because I was thinking of changing carriers and wanted some info. CJ and Markus were really nice and CJ was ridiculously informative and helpful. Whatever he's getting paid it's not enough. I'll be going with T-mobile when I switch later this month for sure. read more