Disengaged staff, escalating behavior, and zero accountability I recently switched from AT&T to T-Mobile, hoping for a better customer service experience. Unfortunately, my very first in-store visit was one of the most frustrating and unprofessional interactions I have ever had with a business. I was directed by T-Mobile's phone support to visit this store to activate my SIM card. The visit the day before had already cost me unnecessary time. I was incorrectly told to go back to AT&T to fix an issue with my mom's phone, only to learn from AT&T that the problem had already been resolved. When I returned to this T-Mobile location, the issue was confirmed as non-existent. Two wasted trips. From the moment the associate supposedly named David began helping me, his demeanor was disengaged and dismissive. Rather than working toward a solution, he repeatedly deflected, telling me to call AT&T despite me having just come from there. When I calmly expressed that I was frustrated at being given the runaround as a brand new customer, his response was to tell me to "calm down" and to deflect responsibility by pointing out that he wasn't the associate who had helped me the day before, as if that somehow meant my frustration wasn't valid or wasn't his problem to address. That is not how customer service works. When you represent a brand, you represent the entire experience a customer has had, not just your individual shift. What followed was genuinely shocking. He walked to the back of the store and refused to continue helping me. When I followed up to ask for a manager, he slammed a door in my face. He then returned to the floor and began mumbling in a way that felt deliberately antagonizing. A second associate abandoned her own customer to insert herself into the situation, and a third used outright profanity. Not one of the three would provide their names when asked. What concerned me most was that all three associates demonstrated a complete lack of the basic customer service skills needed to handle a frustrated customer. Rather than de-escalating the situation, each one of them escalated it further. They fed into the tension instead of diffusing it, and behaved in ways that were deeply unprofessional. And what baffles me is that all of this happened on the sales floor, in front of other customers. That alone speaks volumes about the culture at this location. I want to be transparent: I was frustrated and I raised my voice. I can own that. But I was not aggressive. I was a new customer who had been sent on two unnecessary trips and was finally asking for someone to simply help me. Expressing that frustration is not the same as being out of line, and no level of customer frustration justifies a door being slammed, profanity, or a flat-out refusal to help. The manager who eventually came out, only after I specifically asked, was the only person in that store who actually had the skills the job requires. He was calm, professional, and de-escalated the situation almost immediately. And here is what is truly baffling: he was able to resolve the issue quickly and without any trouble, the very same issue the associates had claimed they couldn't help me with. That tells me the problem was never a technical one. It was a willingness one. I left AT&T because of poor service. I did not expect to be greeted by something worse on day one with T-Mobile. I hope corporate takes this seriously. read more

7 years later and this place is still the worst. Their solution when you lose your phone is to sell you another line in order to get you another phone (and add to their numbers). Don't ever send anyone you care about to this location. read more

This store gets pretty crowded on Saturdays. When I arrived at 6:15p, there was a super long line and I was 4th in that line. Many customers were being helped. The young man and lady working here are bilingual in Spanish and English, which was very helpful for the majority if customers here today. The wait was about 20mins (OMG) and I was exhausted after a long day of activities. I waited patiently because I needed to handle some business with my account. They did only have 2 customer service agents today. Overall, the customer service was good and they were trying to spend good time with each customer to make sure that all of their questions were answered. This is a good location. read more

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Would not recommend. Did not have the screen protector I needed in stock, or at least that's what they stated.. who knows. 3 workers sitting around. I'm not even sure they checked stock read more

I have to say I've got way too many apps in my iPhone!! Today was the day to say farewell to an outstandingly special iPhone model in the iPhone XR!! I've gotten many a feature photo on Yelp for businesses with that dinky camera - I even learned how to properly look at the camera lens for my YouTube videos with that little camera dot on the back of the phone. Well, this isn't so much about the former phone, but the new! And were I got it! This was my first visit to this particular T-Mobile. I have visited a different store that was a little over a mile away from it, which carried no 256 GB green or any color phone. But the service rep kindly called the nearest shop at my request and here came the chance to pick up a blue 256 GB iPhone 13 Pro at this shop! I jumped on the chance! In truth, I never know what to expect in these shops, so I was very much hoping for a good and smooth experience. I let Omar know the other store had called on my behalf and then began a 3-person serve rep tag team approach to taking care of this customer! In short, Omar was great! Nimsy was great! And Alexis was great too! They knew their stuff and the deals well and each one knew right where to take up where the other left off. I felt the deal and time was opportune to make the switch to a new iPhone. I received no pressure from any of the staff because I already knew what I wanted. The question was how much time the transfer of data would take place. I would say it was a little slow, but some of that was on me. What was great about it was that I only had to re-sign in a very few of my apps - AND it was an opportunity to get rid of some I never use. It was a good experience overall and I have confidence that the service support is good enough at the T-Mobile to take care of my needs now and in the future as well. Could I have scored it a four? Yes, but I couldn't find a reason to and I think this T-Mobile store averages higher than three and a half stars. I had a long wait, so I got to see them take care of a lot of customers. They were attentive and professional with every one of them. Many thanks to each who assisted me! Now it's time to test those wonderful cameras on this iPhone!! Recommend: HIGH read more

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I came into this location to get my screen saver replaced as it has cracked , and I have the insurance, a Hispanic guy was sitting on a stool behind the counter , and he seemed to be either the manager of one of the managers there , he never gave me his full attention , instead he said that they no longer carry any of the product that I need since it was an iPhone 13 !;( that he had to order the screen protectors for me , it will get mailed to my house in about 2 weeks. Three and a half weeks passed , still no screen saver .. so , I decided to personally go to the location. I was asked if received any email notification , and come to think of it .. I did not ! Therefore , this guy (Alex ) NEVER ordered what I needed in the first place ! Did he not think that I would find out eventually ? Wow ! He is not qualified to be in customer service in my opinion. read more

worst customer service!!! i got the tracker for free and when i returned it they said theres a restocking fee.. people here is really like money!!!!!!! THE MANAGER NAME ALEX, THEY LET ME GOING BACK AND FORTH TO THE STORE BUT HE NEVER SHOWED UP!!!!!! read more

I switched from my previous carrier to T mobile. And honestly I am regretting it. I came into the store and set up a family plan, purchased 2 iPads , watch, and air pod. You would think that the sales person (s) would do everything in her / their power to keep me happy after earning commission off of my purchases. (Anna and Génesis i am talking about you.) anyways fast forward, my items were supposed to be shipped directly to the store and all I had to do was walk into the store pick up my items and have them activated. Well my items have been "attempted" to be delivered to the store and all 3 times were rejected by the store . I called the store to speak to genesis or Anna and they are always too "busy"' to speak or literally no help and NEVER know why my package was not accepted. Talk to the "store manager " and he tells me that t mobile is unable to take "responsibility " for my items and he will not be accepting them. When I asked him WHY HIS SALES teams was even offering this as an option, he would talk in circles. He had a heavy assent and it was very HARD for me to understand him. Would I could get from him was to call 611 and have them fix whatever issues I was having , and to also have the address changed. I want to make it VERY clear that these items were ordered for my kids as we are going on a road trip and now the items are no available and well it's gonna be a long drive. I was Able to call 611 and change the address and filed a complaint against the store , manager and associates. T mobile clean house or offer re training because you will lose customers due to associates that are running your store. DO BETTER ! I had to literally dedicate about 2 hours of my time to fix this issue that should have NEVER became an issue. Long story short, stay away from this store. You WILL end up with a headache , no items, and deal with people that have zero idea what they are doing. Let alone lack customer services Etiquette. read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - National City, California

Waste of time. I have a business account with T-Mobile with a lot of lines and 10 years of history. They wouldn't use a company credit card because they said I could dispute the payment. I just purchased a phone under my company credit card a week ago with no problems but this location just doesn't have any trust in their customers. They should have looked at the account and made a better decision on this. Total waste of time. read more

I just want to give a huge thank you to nimsey !!!!!!! She's been helping me out so so so so much!!! This past week. So many issues with my past line and she really helped me get on my own line and getting a new phone. Amanda was so sweet as well and the gentleman that was working with them as well! Thank you so so so much. You guys remind me that there's still good people out there!!! Great job!!!! Your boss and the owner should feel blessed to have workers like you!!!!! Thank you!!!!! -Kassandra and Rufus :) haha read more

Just want to give Kudos to the team at this location!! Often times, as customers we do not go out of our way to recognize individuals who go above and beyond our expectations in customer service and attention to detail -- I'm taking the time to do that, now -- special shout out to the following individuals: 1) Nimsy (ME) 2) Olivia (Manager) 3) Ana (Assistant Manager) 4) Abe (ME) 5) Jackie (ME) My visit was on 11Apr22 -- will definitely be a repeat and loyal customer, due to the staff at this location!! read more

(I simply went in this store asking how to get a transfer code from my T-MOBILE APP.) The gentleman behind the counter calls me over and asked how can I help you, that was a good start. I provide my ID and ask him if he can help me get a transfer code from my app, and answer a couple general questions. He takes a deep breath and looks at me like I am disgusting and says give me you're phone, at the same time tossing my ID at me. I hand him my phone and I am logged into my app, all already to go, (As it's always set to stay logged in). As I watch him logging me out of the app, I ask him what are you doing? He said you need to log back in, do you know you're password? He hands me back my phone as I am putting my password in he reaches over the counter trying to grab my phone out of my hand. I tell him please don't grab my phone and he continues to try. I asked him for his name. The young man's first response is I'm not going to help you and you cam try to see if someone else will.i ask him for his name again and he said "J". I asked him is that you're real name? His reply was if you can't tell there might be a lot of José around here so i go by "J" i was horrified and simply walked away and got back in line and wait for the next available agent. Then he calls the agent who's line I was in, and began to tell him his version and followed up by saying while looking me straight in the eyes and told the other agent you don't have to help him after he was finished fabricating his version of what happened. I stood in silence and watched. The other agent came over answers all my general questions and assisted me with the transfer code from my T-mobile app. I left feeling intimidated and frankly embarrassed. I will never go into this store again. I have 3 lines with T-mobile, i was going to transfer my line of service and keep my two children's line's on T-mobile but I doubt it now all based on the customer service experience I had from "J" at the T-mobile store at 2220 E Plaza blvd D in San Diego CA read more

T-Mobile Authorized Retailer - Jose AKA "J" - Mobile Phones Near Me - National City, California

Never going back with t-mobile a employee mislead me and made me pay off my iPhone and then do a jump program and re enter a two year contract ‍ this company is a scam. Their employees will say anything you want to hear to be tied to a contract. He is now fired I payed off my first phone AND GAVE IT TO THEM and I am stuck in a two year contract for a new phone. I talked to a representative named Nichole and told her how I was mislead and she said the resolution is to pay off the phone completely and then I can switch carriers. Horrible service read more

Waiting thirty minutes to pay my bill, while people have entered and exited the building. Social distance enforcement has not been followed. People should be expected to come in and out together as one group. read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - National City, California

This is my very first public post as Mr. Jackie Lindsay is so deserving of this review. T-mobile Representative, Mr. Jackie Lindsay (National City, CA location), has exceptional customer service skills. He is an attentive listener and is easy to relate to. Mr Lindsay answered ALL our questions related to 5G as we were looking to upgrade our phones. We had specific questions and Mr. Lindsay was very knowledgeable and helpful. I gave positive feedback to the onsite manager and praised his employee. A week later, we stopped by a 2nd time to have our data transferred to our upgraded phones. Mr. Lindsay was again eager to help and was patient during the entire process. Again, I spoke with a different onsite manager and shared with her my positive feedback about her employee. Mr. Lindsay is an impressive young man. His commitment, dedication and professionalism in helping T-mobile customers is second to none. He has such an infectious positive demeanor. Mr. Jackie Lyndsay has excellent work ethics and highly respects his T-mobile customers. He is one in a million!! We will certainly come again and seek his help and knowlege when needed. He is a true asset to the T-mobile company. I applaud this young man for his helpfulness, knowledge and upbeat attitude. He is smart and wise beyond his years. It is difficult for an employer to find an employee with these personal attributions. Congratulations, T-mobile for hiring such an outstanding employee who reflects highly your mission and values!! Prior to coming to the National City location, I visited 5 other local T-mobile offices. Unfortunately, none of those experiences were positive. This was the reason for multiple visits to the various T-mobile locations. Some of these other representatives were not helpful or knowledgeable. At one location I made a complaint to a manager about an employee who was not considerate or respectful. read more

it does get busy, so it's best to make an appointment! Besides that, Olivia was Sooooo helpful even when we were so indecisive with what we wanted. Her patience was greatly appreciated! She was great with making sure she sanitized before and after each customer and greeted everyone with a smile and excitement. She is amaazing! I will definitely be coming back to her all the time! read more

beyond outstanding customer service. I had a complex sprint plan that needed to be transferred over to T-Mobile . T-Mobile hit a home run with a better plan offered at same plan price . Olivia, Melissa and Vicente all hit grand slams getting me through a maze of obstacles. so very thankful to them for their incredible effort in getting me transferred over. read more

Wow! Just, WOW. Called to see if the phone that I was suppose to pick up yesterday is ready.. They actually had me CALL them back in FIVE MINUTES because they were busy. read more

I went to this place today and asked this guy what do i need to do to my sim card it was blocked. This mexican guy told me he can't help me because he doesn't know if my husband blocked my number, and he added it was impossible to a kid to blocked my number which what happens to my sim card. Kids nowadays are so smart! This guy is an idiot ! Why don't you ask me more information, and you can call my husband's number if you have any doubt! I don't care. But that reason you gave is a bullshit! Im not gonna come back to this t-mobile again! It happens that this was the closest t-mobile to me. read more

The staff at this location are very helpful and courteous. I had to get a new phone for my mom and there were issues with Sprint and Crystal was extremely helpful, never got irritated (if she did she didn't show it) Was so patient and took her time helping me. While there I witnessed Olivia showed the same patience , understanding and helpful behavior. They both made the long process of changing phones less stressful for me. read more

Thanks to tony for helping me out getting my second set of Apple Watch .he was nice enough to answer all my questions. He took time to give me information and answer. Thanks tony ! read more

I am so impressed by Arbel, who helped me with the app Stamp Date for my photos to be sent to my Wawanesa Insurance Company. Well his confidence was evident because it was the first time he had done this for anyone. Arbel, went far beyond my expectations and help me with drafting the information that asked of me to submit to the insurance company. How excellent the format we created together. My respect for the staff under his manager Olivia Shows me they work as an excellent team. I will personally recommend them to others. Forever Grateful, Dale A. Baker 8/25/2020 read more

They have some new employees at this T- Mobile, & let me tell you. Really good costumer service & super nice! I felt super comfortable talking to the guy that was helping us. He's name is MANNY! I felt like he was a close friend, that's how nice and comfortable the process felt. I know all employees act like that because they want to sell a product, but take a chance & check out this T-Mobile store & ask for MANNY, for some help! You won't be disappointed! * and no I'm not getting paid to write this review. Really liked the costumer service & I had to write it down! read more

T-Mobile Authorized Retailer - ‍ - Mobile Phones Near Me - National City, California

Great service. I've gone to the location several times within the last year and I always have a great experience. Quick, friendly, and reliable. read more

Great Service at this location ..Grant is the best ..I travel cross town to come to this location..Thank you Grant

I just have to say I love Olivia! Her customer service, customer interaction, and her energy in the store is everything! She's definitely a great asset to the T-Mobile brand! Thanks for your help today! read more

This store front alone is a pretty good place. Everyone is friendly and helpful. There's also a couple cute girls :). I thought you needed a tmobile phone to switch until they informed me that I can use my factory unlocked verizon galaxy note 3. All I did was pay 15 bucks for a sim card. Besides this store, T-mo is a great phone service provider. Switch providers today! read more

Gave out really good service DAVID Valdez gave me a good offer Very happy Highly recommended!!! read more

Stoked about the pretty good deal I just got. Jonathan helped me out and did a good job, great customer service from everyone in the store. Will stop by here for any of my T mobile needs read more

Olivia's customer service and her personality is amazing. You hardly do not see that anymore at retail stores. Definitely a good store and manager at this location. read more

Very efficient and knowledgeable customer service. Daniel helped us out and everything went by smoothly. Great store!

The reps are great at recommending smartphones. I've always used Galaxy for the past 4 of my devices. I now purchased a new iPhone 7 with everything transferred over into iCloud. I wanna thank JC the assistant store manager for making my experience a good one. They have lots of promotions for accessories available that Best Buy can't beat. read more

This is my new store for T-Mobile. Team is great and energetic for the whole visit. I came to pick up my warranty device and they were able to transfer all my content smoothly. I love how the manager checked on me twice during my visit to make sure I was taken care of and satisfied. Definitely recommend this place for your t-mobile needs. read more

My favorite tmobile store, i always feel welcomed every time i come in and the associates are knowledgeable with their job.

Grant was amazing helped my family and my girlfriends family get everything we wanted and more! Amazing customer service!

Awesome store. I came in to look for some headphones, a nice gentleman by the name of Alex helped me out. Very knowledgeable and tech savvy guy, he set me up with some Beats Solo3's with a $50 discount. Definitely recommend this guy. read more

This is a corporation store, which is different from the mall kiosks and cell phone shops. I came in to pick up a nano Sim for my iPhone5. They wanted to charge me $20! I informed the salesperson that it's supposed to be free for existing customers. We went back and forth about the why they charge for an item that should be free. I ended up calling Tmobile Customer Care and they cleared it up. -It should be FREE. Well their "computers were down" so that I couldn't activate my SIM card. I called back Customer Care and they just mailed me one in 3 days. This TMobile corp. store is ripping off its customers and I hope the management cleans up their act or they'll get shut down quick!!! read more

Seriously if your helping a customer. Dont just pick up your phone and start talking without asking us if you can take the phone cal that is so rude and not a good customer service. We were first than that phone call. You are a rude employee cijey. Rude. read more

I went into T-Mobile to pay my phone bill, but had questions about starting a plan, both JC and Hector were great at explaining everything and working with me. They were polite and patient, with positive attitudes. Definitely will be coming back and bringing business. Thank You, JC and Hector, you guys are fantastic at your jobs. read more

If I could give more than 5 stars I would! These reps are more knowledgeable than the guys down the street at AT&T. They knew everything I was paying for with AT&T. Thanks to Mursal, I now know exactly what I have and what I pay for. It's a busy spot so be patient, it will definitely be worth the wait! read more