Third time I've been to this location and it just seems to get worse when it comes to Customer service. First time I was here it was to switch our chips from Sprint to TMobile. That was a chore and took too long to accomplish. 2nd time was to try and upgrade and had to wait way to long so we left. So I went this week during a weekday and got there and there was 3 customers being helped. I waited for over 15 mins and no one acknowledged me it said we will be with you in a moment. I wanted to buy a new iPhone and kept waiting. Finally and employee told a customer to hold on came from behind her kiosk and I thought was going to speak with me and let me know I will be next. No she just walked past me and took a call on her phone outside. I just left after that. Not sure why I keep trying this location. read more

I went to the fair and was told that I needed to get a code from ATT to switch over my plan. The guy there Mickey helped me after some convincing. It took all of 2 minutes to put in the code. I brought the Apple Watch I received at the fair so he could help me set it up. He refused. He quoted me a price that wasn't the same as the fair. So I called the person that helped me at the fair. She said just go back and give him this code for a 20% discount. I go back and he refused to help me. He said I needed to drive back to the fair. pay for a new ticket to the fair and go back and see the person who started the process. As I was walking out the door I ask for his name he said Mickey. And the last thing I heard him say was " f$&k that guy."I will be letting corporate know next. What ever you do stay out of this Tmobile store or at least stay away from Mickey! read more

Straight up lying to customers because there is no sale to be made. Stopped by to drop off a trade in and was told I needed to go to the store I picked up the new phone from otherwise it would affect the other stores numbers. I explained I purchased via the app and just picked up at that location then went home to do the data transfer. He reiterated the same info. Went to the location where phone was picked up and explained what I was told and they stated that the phone can be dropped off at any location, didn't need to go to them and it had nothing to do with their "numbers". Stay away from this place. No customer service. Just interested in sales. read more

Francisco was very helpful, I left feeling very satisfied with my plan. I went in because i needed to get a new plan and a new line. Francisco the associate was able to help me understand different plans and promotional events. Honestly I'm glad he helped me out because most of the prices he was offering were unbeatable compared to other phone services. I was able to walk away with a new iPhone 17 pro plus, accessories, phone line, streaming services, and home internet for an incredible price. He also went the extra mile to help me sync my icloud from my old phone to my new phone despite it taking a while. Please go in and ask for Francisco he will definitely go the extra mile for you ! read more

Walk in and they don't acknowledge your presence at all. Albeit they are helping customers, but you would think some sort of acknowledgment that you're here. Plaza Bonita store affirms your entrance. Didn't get done what needed to because I needed the other phone. read more

T-Mobile Authorized Retailer - Interior - Mobile Phones Near Me - Chula Vista, California

I'll be unlikely to return to this location unless I'm already in the area and my issue is time sensitive. Walked in to redeem a swag promotion - which I'm always appreciative and grateful for - but found the process very inefficient. Upon entering, employee #1 did greet me, and upon stating the reason for my visit requested I stand in line. So I stood there as employee #2 helped other customers. When it was my turn, he directed me back to employee #1 to provide me with the swag... I can empathize that folks are likely just doing their jobs and following marching orders, but I've had smoother, friendlier, and more prompt cusyomer experiences at other stores. read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Chula Vista, California

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Went in to have a warranty claim filed. I see three associates working with 2 customers (2 associates in the back, working with one customer, and another working with a customer by the entrance.) Clearly, i saw that I was next since I arrived with no one else waiting. Five minutes later another customer walks in straight to the back to approach an associate and also waits. I decide, since I wasn't even acknowledged when walking in the door, I'd try a different location, but finally Pablo, the sales guy by entrance pauses me to say, it'll only be 5 minutes. So I wait, and the 2 in the back clearly see that I was there, and moments later one of them finally gets up and greets the other customer to service ahead of me. I have all the patience in the world, but complete disregard to the order of arrival baffles me. I decide to walk away, not worth the fight- but I will not be returning to this location. Do better Tmobile Terra Nova! read more

Went to replace a phone there today and was immediately upsold by the male worker there. He used condescending terms like "do like to throw money away?" and he called me "buddy" a few times. He wanted me to log in and do all the work for him on the app. No professionalism, not once did he address me as "Sir." He grabbed a scrap piece of a phone box and started writing a bunch of numbers on it telling me how much extra I would have to pay and how much adding a line would save me. He said he could trade in my phone but I could'nt buy a replacement outright because "T-Mobile doesn't work like that!" When I said I wouldn't add a line, he told me I wouldn't be able to trade in my phone. The high pressure sales tactics and the lack of professionalism almost made me drop T-Mobile as a carrier just because of the poor treatment. As I walked out he condecendingly said "have a blessed day!" His tone was not genuine and he is exactly what is wrong with customer service these days. I highly advise the managers or stakeholders in this store to take a good look at the training program in regards to customer service. I went to the Apple store and I was greeted warmly and they were friendly and helpful. I will NOT be going back to this store, and I advise everyone to avoid this place. T-Mobile, you can do better. read more

Employees need additional training when it comes to trouble shooting, their mentality of doing things is limited to their tablet. They wont make time to call t-mobile customer care to help customers. Rico was the name of the rep, read more

Eduardo was very patient with me through out the whole process of my upgrade. It took way longer than expected (due. To complications not on his end) but he pressed through and assisted me and answered every question I had and I had a lot of questions . Great service and highly recommend for any future buyers to go to this Tmobile location!!! read more

Gave this place another chance.. But Nope! same thing! I called and asked if they have the stock before I went. Hot to the store, with no proper check in process for customer, so you don't know who's who in line. they don't acknowledge you at all when you come in. I started buying the phone but when they found out you're not buying accessories, all of a sudden they are out of stick, because the last customer supposedly end up buying it. Fool me once shame on you Fool me twice Shame on Me. Never again!! Hope TMobile HQ do something about this store! Wish I could've add a Negative star! read more

worst T Mobile retailer. Customer service is bad, no organization, customers come in wait for 30min without asking to see if customers have any questions when. When is your turn they just tell you to call 611 becuase they cannot do it there (or know how)... I simply went to T Mobile on H street... my issue was resolved after signing in and waiting my turn. Which is something these poorly managed employees have - organization... Thanks Pablo for beeing a tool. read more

All 5 stars go to Desmond W! (Hopefully I spelled it right). He was super helpful in getting my boyfriend's phone set up. It was a process but he was informative throughout the whole thing. If you're planning on going to this branch highly recommend him! He's super knowledgeable and even helped us save on home WiFi. read more

Ysenia helped me set up my new phone after I broke up my old phone. She was professional, friendly, and immediately got to work on my phone. Ysenia is another reason I'm glad I have TMobile for both my phone & internet service! read more

This positive review is thanks to sales rep Brian, who assisted me and my family in switching over from AT&T. I was hesitant but he was patient and he made it as smooth as possible. He went out of his way to find the best deal and answered all of our questions in a helpful and professional manner. In short, we're new Tmobile customers because of Brian's top customer service skills and he deserves recognition, even a promotion so others can follow his lead. read more

DO NOT COME TO THIS STORE LOCATION. the manager had 0 professionalism. After making the switch in phone service of 5 lines. Day 1 stood at this location for 4 hours. My transition was not complete the store was closing. Please come back tmrw we will finish up. DAY 2. stool in line for a hour. And 2 more additional hours finishing up our service of 5 phones that was not still completed. Left with 2 SIM cards and they didn't have the phone we wanted employee says tmrw at noon we will have the phone you want. Can you come back. Ok see you at noon tmrw. Day 3. Hour in line. SIM card from other phone that was switched did not work. They STILL did not have our phone we wanted on day 3. At this time is 3:30. Employees says can you please come back at 6:30. We are picking up phone. I will help and you will have my undivided attention and you I'll be set. Ok that's fine. 6:30 comes around, I wait in line for 30 minutes. Hi I'm here too see the employee that asked me to come back at 6:30. OH HES NOT HERE HE WENT HOME. soooo your saying he lied to my face saying he will have our phone and help me. Manager says well what do you want and need. Are you serious I've been at this location trying to finish hooking our service and your asking me what do I want. Mean while they left one of our phones with NO SERVICE since Sunday. It's now Tuesday. Still no service on one phone and still no phone we asked for. SUNDAY 4 hours. MONDAY 3 hours. Tuesday afternoon 2 hours. 6:30 lied spent 1 1/2. Manager knows I'm upset that his employee lied. Still no phone. The professional OF so called manager says he can't take my phone YOU have to send it through the mail when they all ready took 2 of our other phones. HES LAzy. Didn't wanna do the paper work. Phone has no damage it being inspected 3 days ago. Now because I'm upset he says oh it's cracked. WHERE IS IT CRACKED. there are no cracks on this phone what so ever. Yeah there is. It's way down there. He put the phone a centimeter from his eye and says it's there. I had to walk out. Theeeee WORST SERVICE EVER. At the end of 3 complete days. unproductive unprofessional lazy liars. 1 phone with no service and missing a phone we asked for. We still have to go back another day. So uncalled for. MANAGER SHOULD BE FIRED FOR THE WAY HE TREATS PEOPLE. THIS PLACE DOESNT EVEN GET 1 star. read more

T-Mobile Authorized Retailer - This is not a real T-Mobile store. That's why they do not care how they treat people. MANNY the manager should be FIRED!!! - Mobile Phones Near Me - Chula Vista, California

I went today to upgrade a phone , the girl who helped me was not too knowledgeable, I asked a question and she went to go ask the manager Manny. He had no professionalism, didn't care about my issue and did not come out at all to help me or show any concern. The girl apologized , she was very nice. But I don't recommend going to this store , 0 for customer service. Instead I called T Mobil when I got home and I got excellent customer service and resolved my issue . read more

I went into this store to renew my Magenta status. Employee #1 said I needed to go the Plaza Bonita store to do that and had a dismissive attitude. Employee #2 (Christian) called Plaza Bonita to see if they could help me over the phone and they were able to, saving me a trip to another store. They should all be like Christian! Management: take note...all that needed to be done was a few steps in the app to renew my status. Your employees should know something basic like that. The 4 star rating is for Christian, not the store. read more

Be careful with this T-Mobile store. They will trick you to make commissions. Make sure to double check what you sign up for at this location before you leave! I got slammed with lines and services I didn't know of or discuss with the representative. I found out a month later that they added extra "free" lines that I never authorized or knew I had. They also didn't remove items from my account that i specifically asked them to remove. They actually said they had removed it, but were dishonest or negligent. Not the first time this happened at this store. Get informed and look up the term, "slamming" before going into THIS location. Go to another location. read more

I've been a Long Time Sprint customer with auto-pay, now that sprint sold out to T mobile I've been trying to upgrade my 4 iPhones to iPhone 13 or 14, I went in today and spent some time with a rep. After he found out that I spoke to Jose last week he called him and said Jose was to meet with me by calling me within an 1/2 hour? Well that was at 11am this morning on Sunday! It's almost 5pm!! I guess Jose won't be calling me!! Terrible Customer service and I probably look into what Verizon can do for us?? read more

MasterCard is initiating a credit card fraud investigation for me at T-Mobile's Terra Nova store location. When switching from Sprint to T-Mobile on the morning of April 10, a man working there ordered a Lyft from me on his phone. He was the only one there that morning, so the investigation should be short. I had to use my credit card, and asked him to delete the information. It seems he did not, because now I have 3 unauthorized Lyft charges on my card. I have no other unauthorized charges from anyone. Suspicious, yes? I just tried to call (2 hours before closing) to speak to the manager. Someone picked up the line and hung up before I could say anything. So I'll take the issue up the ladder, and alert all you good people. Wow. Sprint and T-Mobile personnel have been accused of bait and switch sales tactics before, but this looks like garden variety theft. Stay tuned! Kudos to MasterCard for handling this in a professional manner. read more

Don't bother if you're switching from another carrier. Sounded great in the beginning I will say Jose got busy being there alone while other customers were asking questions as he was going through our phone transfer. Either way my military Account was not activated, my other line was suspended after we left so I had to call to get that fixed, I wasn't initially informed they needed my Verizon bill for promo validation so I had to wait to turn that in, then my 3rd free line promo was removed because I allegedly requested my other line be suspended. All in all a mess that I had to go to another T-Mobile shop to get corrected. Just hope I don't regret this switch read more

It should be a 0 out of 5 stars My mom and I switched over from AT&T (been with AT&T for 18+ years) to T-Mobile thinking we were getting a good deal for their buy one get one free (iPhone 12). Salvador at first was a really helpful guy, he gave me his phone # and was texting and asking me questions about which phones did we want and how much was my phone bill at AT&T? Whatever you do don't tell him how much you were paying because he gave me one of the most expensive plans with all these extra features that I didn't want but he didn't tell me anything until I was iffy about the price we were paying. So I was paying $182/mo at AT&T and he offered with the Buy one get one free and a service plan in total of $189/mo which is almost the same price as what we were paying at AT&T but without phones. So it obviously looked like a good deal and he was going to remove the activation fee blah blah blah, he's going to tell you a bunch of good things in the beginning to try to convince you that you're getting a good deal. Long story short I thought he was going to help us out by giving us a good deal but it wasn't. A few weeks later my mom went into another T-Mobile spot with my uncle (that has 5 people under his t-mobile plan with unlimited data/text/call and they only pay $150/mo for all). We asked Salvador if he had anything discounts available for anything and he said no he doesn't have any discounts. My Mom is considered a senior for being over the age of 55. Salvador looked at my mom's ID but obviously didn't care to give us the discount because I'm pretty sure he gets some type of commission. So we brought our bill down with two new phones, unlimited plan/data/text/call etc from $189/mo to $112/mo. Don't be fooled by What they offer you in the first place, seek your options elsewhere because people like this make me sick that they're doing this job and not helping customers get the best deals... I would give this a 0 out of 5 stars but I can't. I will be calling corporate to complain. read more

Had a great experience went in for a sim card change walked out with new phone Salvador was very helpful and made me aware of a couple of money saving promotions as I migrated from Sprint to TMobile. Muchas gracias read more

Correction: Zero stars. As a longtime Sprint customer, I went into this store recently (after T-Mobile's acquisition of Sprint) to get the phone unlocked to be moved over to Metro or Boost. I communicated clearly that I wanted the phone to be unlocked so that I could get on one of these company's unlimited plans (both part of the T-mobile network) the chubby hispanic male speaking to me refused to work with me and aggressively attempted to sell me a T-mobile plan that did not fulfill my needs. At this point, I don't think I will go with ANY T-Mobile company in the future if this is the kind of customer service that is standard. To be fair, Sprint had far from outstanding customer service. However, to already be a customer of the T-Mobile network, express intent to stay within the T-Mobile network, and not be accommodated for (as a paying customer) for the sake of sales is unacceptable. Do not take your business and hard earned money to this location, and think twice and shop around before putting yourself in the situation where you require a service from them. read more

This by far was my best experience with T Mobile the staff across the board, was excellent. Great attitudes.

I waited for more than 1 hour. The one customer service associate is worked with a customer who contacted family members to travel from home to the store while he assist them in an upgrade. Not one time in the 1 hr plus time that I've was there did he acknowledged me or the other customers. His lackadaisical attitude is deplorable and is a disservice to the company's name. The worst part of this is, this is my second time in the store in tday waiting for assistance and neither time has been better than the other! read more

It's good to see new faces. Customer service is definitely better than before with the old workers they had!!

Waited 1hr 40 min to switch a chip on my phone. Only one costumer infront of me and when it was my turn (1hr later) Jose decided to assist some girls that came after me. I was charged 30$ for the chip and had to switch from sprint to tmobile. read more

Went in today to get tmobile sim cards for my sprint phones so my service would improve. My phone went through no problem. My wife's phone wouldn't take. My sales rep which was Denisse was super awesome! Very patient and determined to help figure out and resolve the problem. (Which she did). Great job Denisse and I am glad tmobile has employees like you that go above and beyond! I will definitely be back to aquire service directly through tmobile because of the service I had today. read more

I understand there can be confusion with T-Mobile acquiring Sprint. However, after 2 days of trying to sort things out, Edgar (the Store Manager) was very helpful and patient. He made sure we were on the right plan and made sure to correct some things on our devices that were not going through. I appreciate the time he spent on our account. Salvador also did a good job trying to assist and fix things. It was closing time yet he did not try to rush us out. read more

Beware of sales person named Salvador. He will convince you that he is arranging a good deal but it will end up to be a nightmare once you get your true billing. Initially needed two lines, and end up with 5 lines. He assured us that other lines are just dummy to get into the system and promo, but reality is that it adds up to your bill, been months of correcting the billing, called multiple reps for the past 4 months and havent get this straightened up. Anything Salvador offers is just bogus! read more

JOOOSSEEE!!! He is gangster with his knowledge and his customer service!!! His team with him is just as fire even when Jose isn't in the building!! Thank you guys for everything!!! read more

Literally came in here to get a prepaid sim card. Prepaid sim at any TMobile establishment I go to is a total of 50.30. He said it's more and questioned why I'm getting prepaid in the first place. He said I should get post paid. He clearly disregarded my wants and needs and neglected good customer service. Its obvious he only cared about making commission. And prepaid does not do anything for him personally. Selfish employees who are not in it to help those who want service. His name is Salvador read more

Worse customer service Melissa manager rude and not knowledgeable about sprint when sprint merge to t- moble do not be stupid and go there they do not honor your insurance when you paid them 100s dollars !! I my own fault for going back to you guys !! Worse ever !!!! Correction 0 stars !! read more

I went for a interview and I was dealing with a very racist and discriminatory manger who made comments about me during the interview and blankly disrespected me after all about my race and color . I see how they view their colored customers and it was not a good experience may god help him . read more

This is bs they said they're giving u a discount 50% off on the lines u add to ur account I added 3 lines and they been charging way more than it's supposed to I'm getting charge double the amount my bf wanted to switch to at&t but I said no bc "we we're getting a discount". Don't ever come to t mobile and get a account. My bill is been going up every month last time I paid $340 now they want me to pay $400 read more

jose was amazing. being an older guy im not to good with technology after my purchase jose took the time to help me set up my phone and go through its features. definitely ask for jose when you arrive read more

Came in to the store to purchase an iphone 12 pro max which i called over the phone to verify if they had stock. Spoke to an associate who told me that i should refer to "Denise" when i came in the store. When i came in the store, "Denise" made the whole experience uncomfortable. She spoke in a condescending tone that made it sound like we were distracting her from whatever she was doing and she most certainly did not sound helpful or in the mood to help. I told her what phone number we wanted to upgrade the line to, and she asked us more than three times over and over what phone number we wanted to change within a span of five minutes. It was immediately my understanding that she had zero experience how to perform her job. She had another customer come in the store and she stopped helping us and helped the other customer first. I understand she is the only one working in the store at the time but she should had made the other customer wait because we were first to get there. After 30 minutes of waiting, she comes back to our transaction and she tells us that she cannot process the payment. We had $1350 cash payment ready to pay for an iphone 12 pro max which is $1200 base price, plus tax, which comes out to be about $1330. She tells us no matter what she does, she cannot process the payment. It is a simple transaction, we just wanted to purchase the iphone 12 pro max 256 GB and we had the cash for it, it was as simple as entering an amount and processing the payment. She said no matter what, she couldnt make the transaction work. To my disbelief, ive been to many other tmobile locations and theyve never had an issue with this. She told us she wanted us to wait 30 minutes or more for someone else to come in the store to help us. I cannot believe they made her in charge of the store to work by herself is she clearly is inexperienced enough to handle her own job as a cashier. She then said, "oh here, it worked" and then she showed me the final price and it came to a total of $1450.00. For the 256GB thats $100 more than the base price. I was like, why is it 1400 plus? Denise goes.. "thats the price". Yeah right. That is not the price, the base model is $1200 plus tax thats like $1330 at most. How on earth is it $100 more?? She says "thats the only price i can get it to since i dont know how to process the transaction". Yeah right im not gonna pay $100 more for a phone cause a Tmobile Rep doesnt know how to work her job as a cashier. She could have honored the original price or had called her manager but she simply told us that was the only way possible. It really seemed like Denise did not want to help, nor was she in the mood to provide excellent customer service. Why would someone pay an extra hundred dollars when you can go to another tmobile store to get the same phone for standard price? I would not want to return to this store despite it being so close to my house. I would rather drive the extra mile to be provided adequate customer service than pay a $100 premium cause Denise doesnt know how to do her job. read more