After almost a month of not being able to find a screen protector for an IPhone 16 mind you at 5 different locations not only did finally Pacific Commons have some in stock, the team member that helped me, Evan was so kind,positive & extremely helpful! From when I called ahead to check if they had it, and from the moment I walked out of the store, definitely my new favorite location thanks to him! read more

Been to other T-Mobile stores and this is the only one I've gotten BEYOND good service at in yeaaars. Evan was so kind, helpful and he actually listens and tries his best to help. His manager was kind too. He will do so great wherever he goes. Hope that all workers at this company can learn from his work ethic. If you come here ask for him! read more

Came in here to just get simple information on my phone line and phone upgrade options. The employee that worked tonight 5/9/26 7:39 PM was not helpful. He never acknowledged us coming in, we waited around for 15 mins and decided to finally leave. There were two other people ahead of us. The employee was just rude and very slow. Kind of lounging type behavior. Wouldn't come back and waste another minute at this location. read more

The girl gave me a deal that with my four family lines this service ( a sim for my iPad ) is free. But I got charged every month. That's a cheap cheating. Means she doesn't know what she supposed to know and to deal with. Making innocent people's life crazy with extra burden. read more

Guy at counter was assisting someone customize or setup his phone for 30 plus minutes !! I stood patiently and asked politely before walking away to another store... Complete time pass attitude!!! No it was not business as none of the store systems were being used read more

Very easy to work with. The reps are quick and efficient making the whole process of porting a line over relatively pain free and far less cumbersome than other companies. read more

The level of customer service at this location is severely lacking. We came into the store around 5ish on a Friday and the store was completely dead. We were the only customers and there were two staff members. One of them was probably newish because he kept asking the other for help and his co-worker could not be bothered to help. (He was super busy being on his phone.) Anyway while the newish guy struggled to help, he was not able to do a phone upgrade due to an issue with the T-Mobile app and their new system. So they wanted to charge me a service fee to do the upgrade on their end, which I did not think we should pay given that there was an internal issue and their own app wasn't working properly. In the past, I have been with T-Mobile for many years, they usually offer to see if they can waive the fee if it's an internal issue but they didn't even care to try let alone offer. So, we left and went to a different store (on McKee Rd) who did the upgrade in less than 15 minutes and never even mentioned anything about a service fee. Needless to say, I won't be retuning to this location ever again and would advise others not to either. read more

Workers are very rude. I went in to T-Mobile to have my number ported over to another carrier and they refused to help me I had to beg them and ask multiple times for them to help me. They still didn't want to help. Told me that it would not work and that it was a waste to try it. Will not be coming back to T-Mobile again and will be pulling all the services I have from T-mobile. read more

Horrible service Very unhelpful staff, most of them are teenagers. And the person who helped me, Levi was not helpful at all. I came in to get my service back and was told they couldn't do jack about it. When asking questions I was met with an irritated attitude and half assed answers. They gave me a customer service number which I'm expected to call with a phone with no service. read more

Matthew (Matty) was phenomenal. He knew his stuff, really efficient, and helped me replace my sim card. I thought I would be there for 30min+ but I was in and out within 5. read more

Matthew (Matty) was excellent and helped me with my complex problem of having a ported account and unable to access my files to pay my phones. He was also able to explain some discrepancies from my bill and assisted in explaining to corporate the problems to remedy my situation. Matty went above and beyond in customer service. Although I'm no longer a T-Mobile user, I would highly recommend this store because of Matty. read more

Worst T-Mobile! Beware of this store, they will scam you!!! My partner is the one who has an account with them, he went to added me to his account, he used to pay $75 for his line (expensive since some carriers have a $25/$50 per line) it took them one hour to just get a new line, put the f chip in the iPhone. The guy had to call to T-Mobile costumer service. That's not the problem, the problem was the scam, I don't know if a commission is involved or not. Since my partner was adding a second line, this guy told us they will give us a free line (a promotion they had in October 2024) the total every month was supposed to be $130 for the 3 lines (one is free). November came and the bill too, it was $467.... Someone explain us how from $130 went to $467? No we paid the $120 fee at the store for the "changes we did in the middle of the "month". We have automatic payment so imagine losing more than $300 for this pathetic service. Then the next month (December 2024) we called and had the "issue" resolved and we got another fee to pay for doing another change (money money money) December bill was scheduled for $257.... Still we paid two times a f fee for changes we didn't do and still we got scam with the free line because this guy never applied the promotion to us. Please avoid going to this location or to this carrier. read more

Ashley at this store was super kind, helpful, and informative! Her customer service was 10/10. Even though we didn't end up getting a phone, she answered every question and made the process smooth! read more

Great Service & offers shared. Strong supportive Team & committed towards delivering quality services. love this location & Team. Smooth operators read more

Worst customer service at a T-mobile retailer ever. Staff members are only friendly when you don't ask questions and buy the product very quickly. They lost interest on you once you start asking questions, plus, they can't answer most of the questions and have been unhelpful throughout the experience. Won't recommend people to go to this store. Try another store or other product with better retailers. read more

Extreme dissatisfaction with the customer service at this store. Not only the lack of attention from the staff despite the store not being overly busy, but also when you finally managed to get someone attention, the staff appeared disinterested and unhelpful. Moreover, the staff who assisted me lacked adequate product knowledge and unable to answer basic questions about the products and services, leaving me feeling frustrated and uninformed. When I ask more questions try to get details, one of the staff even reply something extremely unprofessional if they couldn't answer it, such as "we are only the retailer, we don't care what the company doing". Won't recommend this place. Would rate 0 star if I could. read more

First time here for any service; my usual store near the Lowe's is now closed. I was assisted by Jay. He was very resourceful.Figured out the issue with the account and solved it very quickly. Terrific customer service. Small store comparing to the others, still couple of customers and had to wait for a few minutes. They have covid protocols in place as well. read more

Sat, Oct 21, 2023; 5.15 pm At the time of selling they promised and showed a calculation. After a month or so, once the bill received things are different. Called the store and took appointment. Went to the store. After 45 min from appointment Manager Manny told the sales person Ashellie will come 1 hour late. Went back after an hour. They told Ashley won't come for the store and also on leave the day next. Asked if to wait to meet Manny. Started writing this review. I will continue... 7:50pm Manny addressed and resolved the issues finally and made the wait worth. Pumping 1 start to 5. read more

After spending hours talking to customer service about a billing dispute I thought to just go in to my Local store. Luckily Manny was working that day and spent as much time needed to figure out my billing issue and resolve it to the best of his abilities. He was understanding throughout the whole process and was honest as well. If anyone needs T Mobile services rather it be buying a phone or disputing a bill, I'm sure he will give you top notch service. read more

Beautiful customer service great help nice attitude, good person very helpful. Got me what I needed.

Manny fantastic managers. Had a great experience in the location with all of the employees. Will recommend

How the hell you selling the new 21s new phone and no charger wtf you serious $700 0r more and no charger are you serious .T mobile you hot me f up and I didn't get the color I pre order really read more

Matthew Silbaugh was amazing as a customer service rep. He along with his manager Kiko were super knowledgeable, and worked through all the issues to get me the best promotions and service. I highly recommend this store, and especially working with Matthew/ read more

Lousy customer service. Called headquarters and they apologized. Need to find a T-Mobile store who values customers!

We went into T-mobile to add a phone line and transfer a number on 1/22/21. Gerrick was extremely helpful, knowledgeable, and patient in transferring and upgrading the phone. Everyone in the store was wearing masks and maintaining social distance. Thanks for the easy and quick process! read more

Thank you Alex for helping me today with all my SIM cards. I had transferred all my phones to T-Mobile and I guess there was a mistake or miscommunication on the customer service. Apparently I needed a new SIM card but the customer personal didn't not say I needed one. So to make the stop short I need to go to T-Mobile store to get my SIM card. I called up other store and no answer. Then I called up the one by pacific common and Alex answered and told me to come by and he will take care of it. Very professional and helpful. Took his time to make sure I get the phone working. Again thank you Alex for a great overall customer service. I highly recommend the store. read more

Had to do a change of responsibility/ownership and ran into a lot of issues with bad customer service reps but Jay, the retail associate manager at this store was very patient and helped me through this process. He called customer services 4 times and stayed with us for over 3 hours to get this resolved. Thank you Jay! read more

We are so happy we switched from ATT to T-mobile - Have had a couple of hick ups- not going to lie BUT the hold music is Great, brightens your mood and the Customer Service people are all sOOOOOOOOOOOOOOOO nice. Best switch we ever did! Will be LONG time customers!! read more

I have been a sprint customer for 12 years. In the new year obviously everyone switched to t-mobile. Which isn't an issue for me at all. This month there are some really great promos when you upgrade your device. So I went for it. After receiving this beautiful new phone, of course I wanted it to use it asap. I tried to do it on my own but I couldn't figure it out. I chatted with someone from sprint through text and it just wasn't working. So while on my lunch break I went over the this location to meet the manager Jay. Who told me he couldn't help me. He doesn't have authorization. I would have to call customer service. My phone wasn't working I had no way To call. He advised me to go home and connect to wifi and call again. Lol. Yea. No. I came here for help. He said the Fremont Hub could help me. I asked him if he could call. He did. And when they picked up he acted like a customer asking " I just bought a new phone and I have sprint can you help me connect it? " hilarious. He didn't want to help me. He said they could so I left and on the way out he told me please don't tell them I sent you. So obviously he didn't want to assist me. Who made him the manager. Take off that sticker on your door that says you can help sprint customers or just do your job. read more

Ramiro is the best customer service We had so far in all the Tmobile we went to! He is very patience and he answer all the question you may have. Koddos to him! read more

If I could give 10 STARS to Manny (store manager) and Taz (sales associate), just think of this review as 10 Star rating! I had a very bad experience with a T-Mobile store in Modesto, CA that resulted in a high monthly bill due to false information given to me by the sales associate when all I wanted was a new Samsung phone. I went back to the Modesto store after I received my new bill to speak to the manager. The acting manager did not want to acknowledge that she gave me incorrect information nor was she willing to give me the managers availability so that I could speak with him since he would be the only person who could assist me. Needless to say, this was a frustrating. I'd spent numerous hours working customer care team trying to get my account rectified, and to assist me with returning the watch and ear buds (promo items that I did not want nor need. plus the charging cable was defective and rendered useless). Although I was given a credit for my current bill, I would need to pay for the watch and ear buds moving forward. On July 27th..I tagged along with my sister as she was going to purchase a new phone from T-Mobile in Pacific Commons, she loves the customer service she receives form that location. She encouraged me to explain my situation to Taz to see if there could be a solution for returning the watch and ear buds although I was now out of the return window. Taz listened attentively and reviewed my account. He asked Manny to review my account as he recapped our previous. After processing all the information give to him, he excused himself to make a phone call. He returned about five minutes later with the best news! He was able to get the watch and ear buds removed from my account, I would need to pay a restocking fee and return the items to him on July 29th since I did not have them with me. I'd resigned myself to having to pay off these items. I cannot say enough about Manny and Taz they (hold themselves to very high level of CUSTOMER CARE and ETHICS). I only wish the best for Manny, he is a wonderful leader and his team reflects his style of leadership and customer care. Manny resolved a problem that as created by another store that was not even in his area/district. Moving forward I will travel from the Central Valley to Pacific Commons to my future T-Mobile needs! Lots of of love to Manny, Taz and the team! Rose Harris read more

I have the samsung s20 ultra 5g This phone cost me $1500.00 Every day i download the california digital vaccine card. Every day this phone deletes the link. T-mobile can't or won't help. Today i was transferred to samsung and they told me its deleted as it doesn't meet their standards to be on the home screen. This is bullshit, they didn't get a royalty from the state of CA, so they delete the link daily. I have ordered a new iphone but it won't be here for 2-3 months. Don't buy a samsung product. read more

Back in December, Brian, the store manager gave my wife and I a detailed introduction about their iPhone trade in program and the nice features of Magenta Plus plan. Since some of the changes have to be done on line, I follow the info he gave me. Over the phone with T-Mobile, Jessie and Devin were very helpful in getting us set up in order that we can receive the new phones before our next cycle begins. The new phones arrived earlier than expected. We returned to the store today to get the phones and plan set up. The store is clean and personnel there courteous. Brian and Melissa who helped us were particularly helpful. They were very patient with our multiple questions since we are both tech dummies. After we told him about some disrupted connection experience with Waze, he installed a new SIM card instead of just relying on the electronic SIM. He also reminds us that when we travel, he can help remove it. We can then use the slot for a local SIM at the destination country. Thank you again, Brian and Melissa for making us feel welcomed and the visit productive. read more

I received amazing service at T-mobile pacific commons fremont location. Taj & Manny did a wonderful job, very helpful & great customer service. Highly recommend them. Awesome T-mobile team! read more

Warning, watch what they're changing on your plan very carefully. Make sure they explain you're plan to you very clearly and what exactly they will be changing and leaving alone. My Parents went to buy new phones in October 2018, and added two new phone lines, while maintaining the old phone lines and a separate hotspot device plan. He told us, the changes he'd be making would bring our phone plan cost down as our plan was very old and they have better deals now.... Not only did our phone plan go up by $100, he also changed our 5gb $10 data plan for our individual hot spot device (not attached to a phone, but an actual separate device) to a 6gb for $30, even though when he was told to not mess with it and it is its own line on its own.... Once our new bill posted and I saw all the changes and increased costs, especially regarding the data plan that should have not been changed, of course I immediately called the store to see what happened. I called the store on Nov 26 and the lady on the phone told me the District Manager would call us and he has not. I called back today, Dec 6, and he finally got a hold of us this evening.... He will be reviewing our account and seeing what changes need to be reversed.... Will update accordingly. read more

My husband Harold went in to get a new screen protector but did not have any in the store. Matty order it and had it mail to my house. Matty was polite, fast and efficient. I also went back to the store and he put it in for me. He's very knowledgeable and has good work ethics. Thanks Matty I appreciate your help. Harold read more

Thank you so much for the evening team at Tmobile Pacific Commons. I am a Sprint customer, and I need to get a MIFI internet service because the internet at home would sometimes disconnect at random times so a secondary internet was needed especially during the COVID19 pandemic where everyone is working from home. They helped me set up my MIFI service and they were so nice during the entire process. Sprint merged into parent company Tmobile, but I am an original Sprint customer. This particular store and staff members knew how to help with the account, merge, setup, and technical process. They are amazing and they truly know what they are doing to help customers with Tmobile services. Thank you so much guys! You helped me big time! This store is the best! read more

I went to the store and assistant manager "Miguel" insisted to offer me a deal to add the 5th line for the price of 4. I switched my home VOIP line to make up the 5th line. After they charged me activation fees and taxes for signing the contract, I figured that nothing was true, and the price of 4 lines is 140, while for 5 is 160. Well paying 240/yr compared to 50/yr difference plus the activation and the guy denied his words. Also buying 1 iPhone 11 Pro get the 2nd free as he promised was not granted by T-mobile... That's a bummer and I have to switch back in 30 days and pay the activation cost again. I don't trust this store at all and their words are not true!! Check and read your contract carefully and don't listen to them. Went multiple times to the store and was not able to talk to the store manager. They don't grant you anything in written, so be careful.. read more

I am reposting this removing some of the trade names since the one posted earlier did not appear in the review history. Back in December, Brian, the store manager gave my wife and I a detailed introduction about their trade in program and the nice features of plans for seniors. Since some of the changes have to be done on line, I follow the info he gave me. Over the phone with T-Mobile, Jessie and Devin were very helpful in getting us set up in order that we can receive the new phones before our next cycle begins. The new phones arrived earlier than expected. We returned to the store 1/10 to get the phones and plan set up. The store is clean and personnel there courteous. Brian and Melissa who helped us were particularly helpful. They were very patient with our multiple questions since we are both tech dummies. After we told him about some disrupted connection experience with some of apps, he installed a new SIM card so I wont be just relying on the electronic SIM. He also reminds us that when we travel, he can help remove it so we can use the slot for a local SIM at the destination country. Thank you again, Brian and Melissa for making us feel welcomed and the visit productive. read more

Went in on06/01/2021 to upgrade my phone. Once again received great help and service from this location. I drive from San Jose to this location because of their great customer service. Great job to Jay and Levy. read more