My phone was dead. I visited this store for the funeral. Manny and AnaMaria greeted me, and offered to try to resuscitation. To my complete surprise, they were able to restore the phone's functionality. Manny was so helpful. He explained to me how I can assure my data backup, and maximize my iphone experience. This T-Mobile is a hidden jewel, tucked away behind BJ's and Buffalo Wild Wings, just east of JC Penney. I am so glad I found this store. read more

Want my advice stay far away from this third party franchise company they are not corporate and also employees are rookies they have no knowledge about promotions that T-Mobile offers you ambient light very dimmed and music is so loud ! read more

I'd give zero stars if I could honestly. Me and husband went in on 5/22/26 right when they opened so we could both do trade ins. There's was this lady there, I don't remember her name I think started with a D. First they say that the color I wanted wasn't in stock even though online it says it is but whatever I'll get another color. We pay monthly to do yearly upgrades so that's what we went in for. Then the girl starts saying we have to pay off what's left of our phones to do the upgrade. I was confused so I said "oh well we pay monthly to do the upgrade so you guys cover what's left and we pay like $100 or something." she said that's not how it works so I was confused but my husband did his since it was only $100 but mine was $600 so I said screw that. The whole time she's trying to get my husband to buy a case, screen protector and charger. We kept telling her no. So as we were leaving I look online and OMG I was right I did my trade in online and paid the usual $100 rather than her trying to scam me to pay $600. Also the phones come with a charger. She was just trying to scam and make more on commission. I did my trade in online AND got the color I wanted. Screw that place, you're better off doing it online! read more

Angie was fantastic she helped me out and answered all of my questions today! Amazing customer service

This T-mobile store is awful. I walked in today to music blaring. All of the associates were busy playing on their personal phones and were very uninterested. I needed to replace my home internet device. I was told to cancel my current home internet plan and restart a new plan on a different gateway device. I came home to find out my mesh access point no longer works because the sells clerk gave me the basic home internet plan and not that one I was paying for. Wish I could give this store zero stars. Please be more professional and treat this as a job! read more

If I could give This location a zero I would. As a customer the experience I had was beyond horrible By the rep Yessenia. She was so unprofessional. Going into this location I explain to both rep the reason of my visit. I started the process for switching phone services Explained to her. During the process she provided the services available and items to purchase. She charge me for those items before the phone service was completed. I was provide a certain amount to pay to start the phone service and then after a few minutes I was given a ridiculous higher amount. I mention to her that was not the amount provide and there was no way I would pay that amount which was not different she then said had no control over the system. I mention to her u provided me a certain amount then suddenly it went up higher. I told her to cancel and reimbursement the amount I had already paid for the items I purchased. That is when things change she got up upset and started to yell and walked away. She came back a few minutes later supposedly she was on the phone with her manager and customer service attempting to cancel and do a reimbursement. After being there for a few hours I as the customer was treated with disrespect even her coworker Alex came to apologize for her behavior he seen the numbers and said I don't know why she is charging That amount . She came back gave me another amount to pay to start the service I again said no it does not make any sense just void and return my money. She had such an attitude and what was coming out of her mouth was so disrespectful she said u will have to pay a restocking fee Mind u I had not left the store. My this time I asked to speak to a manager her response was he is on the phone I asked her to bring the phone as I would like to speak to the manager she said no ur not using my phone to speak to him. I mention to her as a customer u have been so disrespectful. It was almost closing time she was like am not staying to assist u can pay the restocking fee from the previous transaction u did and u will get the difference I said no I want the full amount she said I can't help u w that and we r closing u need to come back and speak to a manager I completed that transaction to leave the store And as I was leaving again she made rude comments I turned around and said u should never treat customers the way u have treated me. U have been doing this Job for a while u know ur procedures am a customer u could have explain the process and maybe if u would been I. My spot u would know how I feel as the customer. I am very disappointed in TMobile their reps need to have better training to bow to deal with customers It's unfortunately I have not been the only customer treated this way by the same rep. Very u professional and disrespectful I will never use T-Mobile service I truly felt so bad her the other rep Alex he was nice And did try to assist but he also realize her disrespect And her unprofessionalism. I really hope something is done so other people don't have to have the experience I had. This is the T-Mobile at the Chula Vista mall read more

Solid service, went in for a screen protector and also saved money on my bill by updating my account.

LAZY LAZY LAZY... The laziest Tmobile i have ever been, walked in with my gf to ask about an upgrade on our iPhones. Some girl "helped" us pretending to go on a computer and search my gf name then continued to say "sorry sprint took that information away from us so we can't do an upgrade here but if you drive to Broadway and F you should find a similar Tmobile storefront." Drove to Broadway to talk with the other store because this girl can't do anything for me although she's with T-Mobile/sprint. The job is simply too hard for her to perform. Either that or she's too lazy to actually "help" anyone at the store. I will not be coming back and be switching to a different phone carrier. Very disappointing visit! ZERO STARS. read more

Have the associates loose the attitude. You go in there asking a question and they're rude

Terrible service, initially we were fine, got greeted, were told to wait a minute, only to get seated and wait half an hour with the workers throwing glances at us without following up with the help we asked for. read more

Juan, must be the teacher of customer service. His kindness, knowledge and his friendly personality. He made my experience of having to get a new phone a good experience. read more

People are rude never smiled when greeted. Guy was so dry when talking to me and instead of helping me return my crappy cable box gave me a bunch of excuses on it. I have no other choice but it doesn't even deserve one star.. read more

I walked in and immediately and was serviced by a nice gentleman whose name I can't recall. I asked him a series of questioned with concerned for a number I suspended since its no longer in use! Not disappointed at all by his answers; I still have a year contracted on my ghost number before I can do anything else with it. I decided to keep it suspended. Thanked him and went on my way. I like the service I received him, why can't more T-Mobiles have sales associates like the ones here? Helpful, Kind, and very Happy! read more

Best place to fix screens! they've helped me for years. Always fast and use best quality parts. Won't go anywhere else for accessories or repair. read more

The staff members in this store Melissa, Chris, Julie, and Kevin are wonderful friendly and super people. They do an excellent awesome job. Very helpful and knowledgeable and fun staff. And I personally as a valued customer think they deserve a fair promotion!!!!! Thank you and kind regards, Sincerely Eser Isaac Taylan read more

Not surprised by the low rating. I just waited 30 mins, while 4 employees stood around. The manager's excuse was that one was training, one was "keeping track of time"...and she, herself had just clocked in and was going over paperwork. If an customer was waiting for so long, you can go over paperwork later. There are SO MANY other tmoblies, do not waste your time at this one. I am now at the tmoblie across the street. On top of the ridiculous "service" when I was asking where they were located in the mall, the girl who answered the phone was very rude. Should have taken that as a sign. All they do is want sales and add one anyways. Trust me. Do not waste your time. read more

There was a guy with glasses forgot his name, but his service was ass. If I can give this place a zero rate I would.

Google says the store opens at 10am and I arrive and the doors are still locked! I call and no one answers. There is also no hours of operations on their front door. read more

I've been a customer with Tmobile for 7 years or more and I wanted to open a joint account with my wife from the store manager to the assistant manager and the sales associates horrible horrible service. All they give you is estimates no actual pricing "about 250, about 22 a month" went in on Black Friday all they did was open our account we didn't even walk out with a phone which was the most improbable thing. Went the next day to get a complete different price from the night before, the store manager didn't even bother to come back out and talk to us even though he had worked with us the night before. So we closed our account and decided to go with At&t instead. Cheaper phones better service. Horrible experience even though I've been a loyal customer I'll never go back to Tmobile. read more

An employee from this location activated another line on my account without authorization, after checking my bill and calling customer service they said i was here with my ID, they will have to show the video in court. If you don't want to waste HOURS of your time dealing with this kind of BS just go to a real corporate store. read more

Went and upgraded, or attempted to upgrade, to the iPhone 7 plus. The gentleman I spoke to who's name I don't remember unfortunately was very nice and professional. The problem came when I was sitting around thinking I don't want to pay a bunch of money and wait 4-6 weeks for the phone. So I began calling around and customer service told me national city would be receiving the phone next week. So I called back to this location which is where I placed the order and spoke to a Melissa. I told her how I had ordered the phone and was having second thoughts about sitting around so long......she told me that after 48 hrs and not signing the electronic agreement that it would void. I told her it had been 3 days and I'm still getting emails, her response was "yeah see it'll cancel". I said no it's been three days and I'm still receiving the email to sign the agreement, she says "yeah it'll cancel in 48 hours" I'm not sure Melissa knows how many hours are in a day. I changed subjects seeing as I was getting nowhere, and mentioned how I was told about national city's stock next week and she told me "no you weren't told that". I said uhhh yes I was told that by your 1-800 number that verified with the store. She said "well they can't tell you that they don't know what the stores get" I said what are you talking about.....you're telling me you receive shipments every day and it's big brown boxes with no labels and you open it like a birthday present to find what you were given?? She said yes. Told her it was the stupidest thing I've ever heard. Melissa sounds like she has no clue how to assist customers.....a lot of debate and no resolution. read more

I still love T-Mobile but this store is not what I was expecting. I bought a new phone and soon learned that Google NeXus phones require micro SIM cards instead of the older bigger SIM card in my old phone, so I needed a replacement micro SIM card and telephoned T-Mobile customer service. I spoke to a pleasant T-Mobile agent who instructed me to visit this particular store because they would provide the micro SIM card Free of charge that I needed to activate 4G network and have my phone service back on. Sadly, this T-Mobile store did not live up to the great customer service that the agents over the phone are able to provide. They did not deliver the promised free micro SIM card I-so desperately needed to get my BRAND NEW Google cellie up and running. Mind you I saved over $280 buying from eBay than the expensive price that T-Mobile was charging for the same phone through their store and website. How greedy for them to be charging those high prices for New or Refurbished (whatever they felt like shipping or giving to the customer on that given day) when they are hundreds of dollars cheaper brand new on Amazon, Ebay, or Craigslist. The little boy with the arabic tattoo on his left forearm insulted me that any previous phone conversation I previously held with T-Mobile Customer Agent over the telephone with customer support was irrelevant by reminding me "That if I did not physically buy the phone inside their store, that I was basically DEAD TO THEM! (no paraphrasing exaggerated)! Now I am without a cellphone for the entire weekend and upcoming workweek until Thursday or Friday when a free one is sent to me as promised on my second phone conversation with T-Mobile's support line. The CSR I spoke with didn't understand why they did not give me the free SIM card either. T-Mobile customer service inside this store failed on customer service on every level possible for actually having a physical store. This store needs to take better responsibility for the the T-Mobile name and entity if they want to see the company thrive because treating paying customers as punks will never work out in the long run going-concern of any corporation. What insanely blows my mind even more is the fact that when you are talking to T-mobile agent over the phone they would be able to find the nearest location to my zip code of 91932, but such an easy task of that was extremely difficult and they could not find a closer location other than this crappy Chula Vista T-Mobile store. I searched myself when I got off the phone and found there was a T-Mobile store in San Ysidro, CA which would have been an equally if not lesser distance to travel for me. This poor experience and waiting 11 days for the SIM card after my second time of calling customer service hotline will not sit well with me in the future making cell phone provider plans with T-Mobile. I have been a customer of T-Mobile for over 10 + years when pre-paid cellphones first appeared on the scene and never had so many problems than this incident which lasted over a week and a half. read more

Worst service by far. I felt ignored and it seemed as they only wanted to chat/ flirt with each other. I asked about a phone and they only pointed in the direction on the other side of the store and didn't explain anything. It was amazing to witness such terrible service read more

A guy who worked here has extremely poor customer service skills. Asked how many models of iphone he had in stock and got a bad attitude in response. read more

Lethargic customer service from a "sales associate" name Leslie. I was trying to go in to trade in my old iPhone for a Samsung and I wanted more information on the phone and she didn't even know what she was trying to "sell" me. She was not specific at all with the deals they had offering thinking I had to trade in my phone for 500$ and I had to put down another 500$? The money was not an issue, I was willing to spend but when you go to business and wanting to spend money and your service is crap, I'm going somewhere else. She sounded confused and so did I and all I wanted was to purchase a phone lol but She clearly didn't seem to care for making a sale. That location should have more training on their employees or actually have sales associates. read more

Customer Service? Non existent in this location. I've been a T-Mobile customer for almost 20 years & the experience I had here makes me want to switch carriers....they are that terrible. Seriously. P.S. I wish yelp had a negative star option. read more

I was there trying to get a iPhone and I was helped by the ASM, can't remember the name but she had chubby cheeks and was quite cute. Anyways, she was very very helpful even though I asked a lot of questions and never seemed to get annoyed. She went over and beyond to help me get out of my existing plan to get me to get an account with Tmobile. Thank you! read more

I was there Tuesday to pick up my replacement phone and Bella helped me out. She was friendly, bubbly, kept conversation going and just all around a great employee. Thanks Bella! read more

Lie after lie.. I get they have to sell to get their commission but come on don't lie to the customer. The only reason I got an iPad was cause they said I would get it to me on a certain day I explained to them I did need it by that day for personal reasons and now they're saying I won't get it until 3 day after, it might sounds exaggerated but the fact they lie to a 4 year customer is what is frustrating read more

HORRIBLE SERVICE! This is NOT the 1st time but SECOND TIME I am treated horribly! I walk in there for assistance after waiting almost 30 min to then walking out upset because employee Alex seems to be more focused on making a Sale rather than assisting a customer with their needs. I went because my phone had no signal and has been going in and out for a while but this time did not come back. Rather than looking at my phone and seeing what the problem is- I get 2 options Upgrade or wait 4 business days for a replacement and be without a phone until then. Well Alex - after your attitude and not caring turns out a different location was able to assist me and provide CUSTOMER SERVICE THE RIGHT WAT and turns out all my phone needed was a SIM replacement. But you wouldn't know because u were trying to make a sale rather than helping a customer who has been with Tmobile for YEARS! MY SUGGESTION TO YOU LOOK INTO TRAININGS AND LEARN HOW TO BE ATTENTIVE, RESPECTFUL, TIMELY, HELPFUL, AND HAVE THE EXPERTISE YOU NEED TO FULLFIL YOUR JOB AND MEET A CUSTOMERS NEEDS! You were HORRIBLE and DISRESPECTFUL! read more

Went to get a new phone because my iPhone basically crashed and was old. Service was good and a pleasant experience. The man helping me was very personable and patient with me and my questions. The only reason I'm giving 4 stars is that he forgot to give me my ID back after he copied it for records. Thus I had to go all the way back to the mall to pick it up or else I'd be driving illegally. Luckily my boyfriend was with me to drive back that night. read more

If you are looking for efficiency experience and above all a very good customer service, you are in the best place, I love them. Rolando helped me and solved the problem I had with my phone easily, and quickly . Thanks guys you rock.... read more

Awesome customer service, it doesn't compare to any other t-mobile store I've been to. thank you for your help Anthony

Earlier this week i went in with my mother to replace her screen protecter which has warranty under our plan, i have gone to other T-Mobiles and have had no issues getting a replacement in store. As we walked in we weren't greeted until i had to walk all the way to the back of the store where two employees were talking and laughing. One of the guys got up and i explained my needs, he barley even looked around to let me know they didnt have the screen protector in stock so i told him ok thats fine can u help us atleast order it so he goes to the computer and starts looking around to his coworkers and after about a good minute he says " its not letting me " and im like its not letting you what? He claimed the computer wasnt letting him access to order the screen protector. So, im like ok so you cant access our account? Mind you he hadnt even asked for our number or anything to open our account. Than he was like oh i can access your account but cant order you anything. So i asked him what he recommended since it wasnt in stock and since he " didnt have access" and he referred me to contact the manufacturer myself or to call T-Mobile customer service lol i know it was just a screen protector so he wasnt going to make commission but i mean come on dude atleast try. It wouldnt have hurt him to order it. I used to work for verizon so i know how it goes. read more

WORST SERVICE EVER!! Ashley is disgraceful...went in last night to look at phones. My husband was currently on T-Mobile pre-paid and I have Sprint. I was thinking about changing providers so I had them check into it for me. They ended up not being able to complete the transaction, and asked me to come back tomorrow, which I was fine with. I came the next day to let them know I had decided not to make the switch & I was told it was to late! I never signed any kind of paperwork, Ashley just wanted the sale. They had already ported my husbands number and told him not only would they not be able to fix their mistake but he would not be able to have his plan back & would have to pay a additional $45!!! No sorry, no attempts to fix the mistake! Later I called customer service who was appalled and fixed it immediately....thought nothing could be done Ashley? BUYERS BEWARE!!!! read more

I would give a zero star. These employees are the worst! They never want to help you unless your buying or paying a bill. Telling me to just look on a app isn't good enough. And the manager or whatever she is rude no "hi" or nothing only worried about what time she's closing the store just know you and your team are wack. read more

I hope this is the location for the one not located in the mall. If so, this had to be one of the worst T-Mobiles I've been to. I've been a T-Mobile costumer for 10 Year's and never had such bad customer service. My first encounter was with Leo which was very helpful but then I had to leave to do a fix on my phone and when I came back it was just horrible. I was not the only one waiting and the employees were not doing anything to speed things up when there was multiple people inside. For a few transactions I seen at least three workers just working on one, then they were just goofing off not taking the people waiting into consideration. I tried to be patient but once the hour wait hit I got the hell out of there and went to Chula Center (which took me 20 mins). read more

No chairs. You just have to stand up while waiting for there service, it gets kind of slow so your just standing around waiting for a representative to help you. Kind of sucks. Rolando was trying hard to get me to get a screen protector LOL read more

I don't know how often people from T-Mobile read their reviews but all I have to say to this location is that your costumer service SUCKS and even worst the manager sucks even more! He is so rude, I don't even know how the employees from there can work with him. My experience with this location was that I wanted to go into a family plan but at the time I was with cricket so I went to this T-Mobile store and this one guy helps me out everything was going good UNTIL he puts in the SIM card and he says "oh your phone is not unblocked?" I have an iPhone 5 and well I did not know that it had to be unblocked, so the guy says here is your chip go to cricket to see if they can do it for you. So the next the day I went to cricket and they said they couldn't do anything about it because I was no longer with them which is totally understandable so I go back to T-Mobile and thank god the guy that helped me out first was not there because obviously he did not know what he was doing, they take my name and this really nice guy is now helping but he told me that my iPhone was not compatible with T-Mobile and in that moment I was so MAD! It's like dude then why the F^{*] didn't the first guy tell me this before doing anything, so then the assistant manager comes and she was also nice, but tells me the same thing that my phone was not compatible and that I had to buy a new compatible phone at that moment I was literally burning, I was not going to spend money on another phone!! So she tells me come back tomorrow my manager is going to be here and well it was the next day and I go back and this guy asks to take my name and I say "I am here to talk to the manager" and he says "I am the manager" so I am explaining my situation to him and he is being a smarty pants and says go to cricket and tell them that they HAVE to unblock your phone because it is illegal for them to tell you that they can't and if they do tell you they can't report them.. And then again I was BURNING! It's like dude it's been a week and I have no phone all because of a person that doesn't know what he is doing and only wants the commission! So the manager was being an ass to me and I said I don't want to be with your company i want you to transfer my phone back to cricket and then after spending about 20 minutes with me he says "I have 9 people in front of you do you want me to put down your name" in that moment I knew that costumer service in this particular location sucks real bad! I ended up staying with cricket, they have awesome customer service and they are real efficient! If you read all this then I truly recommend you to NEVER go to the T-Mobile store in the Chula Vista mall! The one in mission valley is the best ask for a guy named Alex I believe that was his name, he is an awesome guy and he helps you with your problems, not like Bryant and the manager that only talk but do nothing to help the costumer out! read more

I'm not one to complain but since i went to this location my account has been a mess. My lines got suspended twice due to "none Payment" when we paid twice 280 To find out they added a new line to my account with out my permission. Ive had to call customer service to get help yet they still cant figure out why my payments are on my bank statements but not on my actual Tmobile account. Its ridiculous. read more