First off this T-Mobile store has been my go to local T-mobile store for several years now. Came into this T-Mobile 2 weekends ago to change out my screen protector that got cracked. I'd suggest everyone get insurance for devices when you contracted with a cell provider. There were 2 customers being helped, but I was still assisted immediately. They had my account pulled up, knew the models of our phones, and started the screen protector replacements quickly. Never have I got in and out of a Cell providers store so fast. Quick, kind, efficient. I'll be back when I drop my phone a few hundred more times :) read more

T-Mobile Authorized Retailer - Cracked my screen protector - Mobile Phones Near Me - Poway, California

Lazy rude employees. Would rather be on their phones looking at Instagram than help customers. When I asked him to put his phone away and help us he said I didn't have to be rude to him and told me I shouldn't have an attitude. Horrible customer service. read more

Store is great and people in the store are great, but overall T-Mobile is terrible,customer service is terrible we have been customers for ever, when it was Sprint but poor customer service and high bills we switched to consumer cellular today 12 -22-2025 they are so friendly and helpful making the switch great. Bye T-Mobile and bye bye high bills. If only I could give them a -5 stars which is what they deserve. read more

She help me done all so quick and give good advise too. If somebody need help with phone I recommend to come here

T-mobile at Poway, Costco. I want to acknowledge the excellent service provided by Shabby Sanchez at the Costco Poway. She exhibited integrity, professionalism, thorough knowledge of her job and a rapid customer service with all my questions and concerns. She deserves special recognition in my opinion, and I usually don't take the time to submit responses but Shabby deserves an excellent review. She really helped me today with my follow-up questions on my purchase I made in July 2025 for my Iphone 16. Thank you so much. ~ Helen B read more

Came in to get a few 5g routers returned and exchanged. The return process was more tedious then expected but I was happy with all the help I received and walked out with my new routers. Thanks to the employee Brandon for being extra cool and making sure I got everything I needed as well as helping me with all the equipment. read more

Went in to get T moblie Tuesday free gift and get my screen protector Replace on my cell phone. Charlie went above and beyond. I did get the internet from t moblie I live in Julian California in a area we're service is not to good. But I get internet and service now. Thanks you t mobile. I been with sprint for since 2009. And now t moblie I recommend them yes and I be back. read more

I highly recommend this T-Moblie store every time I come in they greet me and help solve my issues promptly. I came in one day to get a 5g internet tower for my new apartment. The person who helped me was Cade, he knew exactly what I wanted and help me fill out my tower information. It was smooth and easy. The tower set up was fast and I got internet running in no time. He help me set up for auto pay, instead of paying 55$ a month I pay 50$ a month. Thank you for the amazing customer service and for being easy to work with. read more

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

I was enjoying brunch with a friend and witnessed one of the employees have a full on Karen moment at an understaffed business nearby. Absolutely disgusting behavior and I will never visit this location because of this employee's behavior. I can't imagine what she's like having to deal with as an employee that's supposed to be interacting with customers. I'm assuming she has no customer service skills. She had long dark hair and it was kinda wavy, didn't get her name but I surely got secondhand embarrassment from her behavior. read more

Why I still didn't learn my lesson and still tried to give this store a try. The guy (too bad I didn't catch his name) working there was such an idiot, treated me like shit and didn't even let me finish my sentence. Just because I'm a women doesn't mean I dont know what Im talking about. Never again! read more

Charlie was the best and the new manager very cool service with Charlie awesome. Prices great I recommend anybody going there getting a T-Mobile phone Charlie is good at setting it up and telling you what to do and how to do it and gets the job done right read more

Im very happy with Dylan and Cade for the service they provided to me great customerservice skills. The only iuess I have is the store manager promise me a ipad 10 as a new t-mobile customer and I went in today to get 3 new lines plus wfi home internet plus 3 new phones plus accessories because I transfer my service from AT&T when Dylan called him about the Ipad I was promised he said that he made a mistake. But I know for sure he mentioned the brand new Ipad as one of the offers because I point to it and he said it was the brand new one that is out. He didnt own up to his word. The only way he can rectify this is by owing up to what he said and provide an ipad 10 as I was promised not to ipad 9. If that happens I will correct my review. But other than that Dylan and Cade gets a thumbs up good job guys!!!!! read more

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

Dylan helped us out and advised us about our cell phone case. It's an Otterbox case, he informed us that it has a lifetime warranty and how to replace it. He also showed us how to find info about our phone in settings. I hope I have the right T mobile, there is a Autozone and Mainstream Restaurant there. It was Saturday night and we found Dylan's Professionalism, friendliness and helpfulness made our experience at T Mobile pleasant. Thanks Dylan! read more

Tmobile from customer service via PHONE did a great job helping me out, but sadly we're having a hard time checking out through online, so he recomended me to go to the store so they can help me out in person BUT when I went here in Tmobile Poway, there's a person name Gabe, not sure if he's racist or what, when i first get in he just look at me and continue talking while browsing his PHONE! super disrepectful, I told him about my situation and I already tried to talk to the customer service but then he mentioned that "oh I hate customer sevice" okay? why would you tell that to your customer?? then he wants me to show proof BY going to the website and do it all over again not even trying to check on his system whats going on. THIS IS THE WORST store ever! read more

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

This location has provided us with very good service. We went to switch our phones. There were busy but Hugo provided us with EXCELLENT service. Definitely will recommend this location. read more

The store has really sweet employees. They got my complicated trade in order done very efficiently. I was especially impressed by the store manager. He was knowledgeable and helpful, and has a good sense of humor. read more

They don't Not have good customer service I'm waiting in store for 30 minutes the man in store tell me they doing inventory

I went in to the t-mobile store after work in order to have them install my new sim card. After the installation took place I decided I wanted a screen protector shipped to my house since I have a lifetime of screen protectors with my service package I bought. When asking her if I could get one she told me that they had none and that they also could not order one for me because they were out. Like as in t-mobile was somehow out because my phone was older. She told me I had to drive to Escondido or Carmel Mt. in order to get one so I asked her if she could call ahead and check if they had them before I made the drive out there. She kept insisting that I need to go there myself and eventually the other worker there (someone who seems newer) spoke up and mentioned that he can order them for me right from this store from his computer. Sarah G. tried stopping him from helping me with this issue as she and said he was already busy with a costumer. The girl that the guy was helping just came in after me and she had no problem with the guy worker helping me instead. But then she kept insisting that the guy worker takes care of the girl customer and that she has the situation with me handled. Only after I start pleading that the guy helps me does she finally relent and we just switch workers. The guy worker then proceeds to help me order it instantly to my house and I'm done with the whole mess. 5* to the guy who helped me but negative stars to Sarah G. this was the worst costumer service I've had in a year! read more

Ugh. On hold for over an 1 and a half hours now. System is down. No one seems to know what they are doing! They are so nice but don't know what they are doing! Back to Verizon. read more

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

As a long time TMobile customer and Poway resident, I was happy to have a store in our city but.. . DONT use this store unless you're doing something very simple! Make the drive somewhere else. I needed a new phone and after researching Samsung offers I went to the store assuming I would buy from TMobile and get a better deal. The rep told me there were no deals, no trade in offers or anything on the phone I wanted. Even after I told him that Samsung was offering a $175 trade in, he said nope, no equivalent T-Mobile offer. He suggested I go home and order the phone from Samsung. I went home to order the better deal from Samsung and my adult Son strongly advised me to check T-Mobile on line - he didn't believe T-Mobile wouldn't have a deal equivalent to Samsung. I discovered that T-Mobile was offering a $400 trade in! If I had listened to the rep at the T-Mobile store I would spent $225 more for the phone from Samsung! I ordered the phone from T-Mobile and went back to the store to have them install the screen protector. I asked to talk to the manager but was declined (busy? away?) so I tried to tell the rep my issue with the phone purchase - suggesting they may need to do some training. He didn't even look at me or fake an attempt to listen. I stopped mid-sentence, and he didn't even notice or make a comment - he clearly did not care. My kids live in Escondido and they love their TMobile store and the helpful reps they interact with there. I'll be driving there in the future. This place can't be trusted. read more

DONT USE THEM . If you like two bars on your phone Ike it's 1995 this is the compony for you . Don't bother with there Insurance it takes too weeks to get a claim filed. If your running a Business and can go two weeks with out a phone . Thank god for Facebook !! My client have geting hold of me that way . 6 times on hold for 45 . I have never hated a compony as much as I hate T-Mobile . PLEACE Don't sell your soul to this nightmare compony . Bb Thank god the WiFi works you even nead it to long in to there app . Yes the apps says Pleace long in to the WiFi to use the app O it's a cell phone compony right .. read more

I've been meaning to write this wonderful review for a few weeks now. The team at this T-Mobile location in Poway is absolutely amazing!! Specifically **Charlie** I rate him as exceptional with taking care of customers. Charlie assisted me on my move from Verizon on an android phone to T-Mobile on the new iPhone 13 and I'm very satisfied with the promo and the products! Big Shout out to Charlie and shout out to Luis the manager. Awesome job all around! Massive thank you! read more

Got to have t mobile home internet. Any idea how long. Getting pressure to sign ridiculous cox 1year agreement. Thx much for an alternative. Many, a great many, are waiting just like me! read more

Customer service is great but not sure if they know what they are doing. Had visited this location several times to take advantage of promotions. Of the two promotions that I participated, both failed. One was for IPhone X and another was for IPhone XS. Promo was written saying that I will be getting $300 for the X and $750 for the XS over the course of 24 months. Either happened. On both cases, I had to spend unnecessary time on the phone with their customer support line. Still working on the second... Wary of going back in... read more

Received superb customer service from the manager Nathan. Had an issue with not receiving my SIM cards when my iPhones shipped to me and he had me in and out of there in under an hour to activate 3 new phone numbers. Great service, much appreciated. read more

Great customer service by Jamie.I went in over the weekend to add lines to our new plans. It was a great experience, as she was knowledgeable, professional, and easy to work with. The process took longer, as we were transferring phones from a different carrier, but she was patient and made the transition easy. Highly recommended read more

My wife and I walked in to transfer our phones over from Sprint (because of the merger). Both associates were with customers, I understand if it was swamped but we were the only other people who had walked in and no one acknowledged us for over 15 minutes. So, we just left. read more

The sales people were there but the most unhelpful team I have come across. Had issues getting phones set up but it seamed I was interrupting there show they were watching. T-Mobile said I could go to any store and get help. This store wanted to charge me $35. per phone to help. Hope not all stores are like this. read more

Bought a phone for my daughter at Christmas and Jeremy helped me move all her info over from the old phone to the new one. Very helpful and patient with me. I appreciate the help. read more

This is a huge shout-out for Sara at T-Mobile. I recently went into the local office with an elderly friend of mine. My friend is hard of hearing and does not speak very good English. He was not getting credited on his cell bills even though his checks were clearing (??). Sara was amazing, she took a personal interest in trying to resolve my friend's problem. Unfortunately, she ran into some issues with the T-Mobile representative on the other end of the line. On this day; Sara gets a 10+ for Customer Service. T-Mobile Phone Rep gets a 0 for Customer Service. read more

4.5 Stars - Nate came through with a credit to fix our trade-in issue. I am really glad he managed to do it in a single credit vs a number of smaller ones. Thank you, Nate. We are still at a loss for the 3rd line free promo - since now they say we weren't considered *new* because we came from Sprint. The promo was talked about a lot on sign up day... and we definitely had a different perspective then, who knows. But, life is short, and I am only gonna spend so much time on this... so we will chill with tmobile for a now. We may consider moving on eventually, as to get a new phone, we will need some of the promos *new* customers tend to get. We'll see. All issues aside, Nate and his team are still one of the nicest crews we have come across for mobile phones. Very laid back - helpful, and not pushy. So while this took more time than I would have liked (switching to tmobile from sprint, the issues, the waiting)... things are better now. Phew. read more

I am trying to change phone line ownership, and the worker tells me that I should do it by calling 611. I called, and got a response that I should be able to do it in a store. It feels as if this one employee was being lazy and told me to do it online. read more

Michelle at Poway was wonderful helping me transfer data to my new Google Pixel XL! She was extremely patient and didn't make me feel stupid like some tech associates do. I appreciate her kindness. Give that girl a raise! read more

Ok, this is the other half of my most recent review, that being of Verizon! I have been with Verizon for 14 years. I recently learned of the 'Senior Plan' offered thru T Mobile. I went into Verizon to see if they had a similar plan. I was assured they did and I would be eligible if we kicked our daughter off of our plan. Once my daughter got her own plan, I went into Verizon and spent over an hour on the phone and in the store, still not able to get the plan I was TOLD that we could have if we got our daughter off our plan. I gave them two more days to 'get it done' and still nothing. I crossed the street and went to T-Mobile. A young lady named Paulina helped me and within an hour we were out of the store with a new carrier and the Senior Plan, two lines, unlimited talk, text and Data for $70.00 a month. That equates to a savings of over $800.00 a year to our household. I've been all over San Diego County with our new service and not one dropped call. Thank you Paulina and T-Mobile. I was apprehensive about leaving Verizon after such a long time, but you made the switch painless and profitable! read more

I went in to make a payment in person. An employee greeted me, and as she began to process my request. I noticed that Rachel had no idea what she was doing. I was doing a simple Payment. And sat there and manually called into the T-Mobile customer service line for Rachel. Because she couldn't figure out how to process this payment, due to training issues. After asking the manager Nate what to do. He told her to charge me the incorrect amount. She sat there tapping on the desk, while I made the phone call, that should've been made by her. All while my fiancé, and son were waiting out in the car in the 90° heat. Thankful for the AC. After my phone call. She saw that the payment correction, that could have easily been adjusted by her, properly posted correctly on the screen. She than answered an incoming phone call after accepting my money. And made me wait an extra four minutes, just to give me my receipt from a desk drawer, 4 feet away from her. Mind you, the telephone cord/cable had no issues reaching that far. Than she gave me an attitude, as I walked away, and I politely thanked her. If that's what you call good customer service? Than you need to do a whole lot more firing, of whoever is doing the hiring. Training issues like this, should not be an issue, with a company that has hard-working, loyal, paying customers like me. Attitudes like hers, and the service she provided, don't belong in the field of customer service. read more

Went back again and Omar (not Eddie) was super helpful as always. Omar and Leah are really cool, patient, and nice ppl. I don't know about some of the other reviewers, but the experience I got was they went out of their way to help and not push me to buy things I don't need. Leah, thanks again for helping me port my home # to my cell phone (at no cost to me and making that transition smooth) and thanks Omar for hooking me up with another new phone for the pre paid. The kids happily used up the data playing their games. read more

Great service. I came in here a week ago with so many questions and Nathan(the manager I believe) was nothing but helpful. I came in today and got the same outstanding service and ended up getting the phone I wanted. I would recommend this store read more

I been with T-Mobile for over 11 years but I been through this year with them made me regret every day I been with them, this store is the worst store ever, all they care about is selling u phone and don't believe a word they say... read more

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

Shay was super helpful. Got me in and out quick and resolved my issues on the spot. Much appreciated. read more

Best customer service I've seen in a long time. Dylan & Charlie both exceeded my expectations. Phone technology gurus! Made my day, thank you. read more