I went with my friend to get a phone added to his account. We usually joke around a lot, so the vibe was lighthearted. I had heard some mixed reviews about this particular location, and unfortunately, our experience wasn't great. We ended up purchasing an iPhone 14. The employee let us know the price and mentioned that only the black color was in stock. I paid for the phone, but the person helping us barely acknowledged me. He didn't ask which storage size we wanted, didn't explain anything about the phone, didn't print a receipt, and never clarified the phone number associated with the purchase. I've always recommended the T-Mobile store over at Rivermark, the staff there are way more welcoming, respectful, and helpful. But I have AT&T, so... yeah. read more

The worst customer service - hands down! No communication updates, didn't Have any access to process a refund, etc! Just the worst. read more

Rep is extremely helpful, explained all options, prices and up grades models. Helped me to navigate T life app and explained what were my choices. read more

They dangled a big trade-in number to push the upgrade. They waited until the contract was finished before declaring my phone worthless. Management shrugged it off with a "sorry, nothing we can do." I feel scammed. If you value honest pricing and transparent service, skip this place and save yourself the headache. read more

I do not recall the person's name but this younger man did not provide good service. He asked the customer two people before me, to leave a 10 in the reviews to help them out. Well, I will leave a 1 only because a 1/2 is not available. He said that he could not provide the service a agreed to get, then said that plan was not available and tried to upsell me to a plan twice as much. I was not born yesterday and detest salespeople trying to deceive a customer. The most insulting thing was after our conversation, he just walked away, not saying anything like, "thank you for coming in" or "sorry that we could not help you today." I switched to another carrier, T-Mobile stinks! read more

Associate Willy did not know how to fix a problem on my phone which was caused by T mobile when I recently transferred service to t-mobile. He was unwilling to seek further assistance, consult resources or a manager to correct this problem. This cannot be the first time that this particular issue has occurred (associate deleted my regular number/sim, added a temp to transfer service, re-added my regular number, deleted the temp one). A week later, android users are receiving texts from this "temp" number and nothing I've done has fixed it- restarting, etc doesn't help correct the issue. All he did was tell me the number doesn't exist and therefore can't be corrected. Will try to follow up with customer service by phone to correct this issue and to report my experience with this associate, however I can't and don't recommend this provider for cell service. My partner wanted me to switch over to a family plan when we were getting phones for his parents, however the cost savings doesn't seem worth the unwilling and ignorant customer "service" so far. read more

Great experience and would happy go again. Eddie was very helpful and professional and took the time to walk me through everything. I can only grade my experience based on how comfortable I felt and how well Eddie did in serving me. He went above and beyond to make sure my phone was set up and that my home internet password and everything was set up. He helped other customers while I was struggling with things (he was respectful and helpful). And he even helped some of the Spanish only speaking customers. Great job. I felt respected and helped. He definitely made me feel comfortable and I'll be coming back. The store was not that big and I wish there was more selection. Maybe more of a 3.5/5 in that department. The other worker was attentive and polite. But not as helpful as Eddie. Eddie also left the number for the store and said I could ask for him if I felt more comfortable or needed help in the future. They bumped it up from a 4 to a full blown 5-star-experience. I needed to stop what I was doing and leave a good review while I was still in the parking lot because it made a difference. That white glove service is what stands out and makes someone feel at home. The store was clean and the door and everything was as good as we could ask for. It could use a little nicer branding or offerings here but I am full blown happy with the service and felt safe and satisfied given I'm just a normal guy and came in off the street for some wireless internet. So it was a pleasure to come in and buy that risk free with a 14 day trial and walk away feeling like I wasn't taken advantage of. You can trust Eddie. He will be honest and treat you right. Thank you for being a stand up guy and for representing the company so well. I appreciate rhe help and experience. read more

Today I went to return my modem. Since the equipment had not been returned earlier, I was charged for an unusable 5G internet connection in the Santa Clara area, even though customer service had already acknowledged that they had no way to fix the speed issues. Please be aware that you will be charged for internet service even if you do not use it, and your cancellation will effectively be ignored until the equipment is returned. No clear instructions, texts, or emails were sent after cancellation regarding the return process. When I went to the store, the staff appeared focused only on selling new services and provided no meaningful customer support. I was mocked by the staff when I tried to explain that I had been charged for six months after cancellation. When I explained that customer service had advised me to return the equipment in person, one male staff member repeatedly asked for a return label and was rude and dismissive. The staff spoke among themselves in front of me in a mocking manner, which made me feel humiliated and uncomfortable. I interacted with three staff members, and all of them were rude, unprofessional, and failed to properly guide the customer. As a family with three phone lines, we have decided to move all of our lines to Xfinity or AT&T today due to this poor customer service experience. Eventually, they printed a return label and accepted the equipment, but they behaved as if they were doing me a favor rather than fulfilling their responsibility. This kind of behavior is demotivating for customers and harmful for business. These representatives need proper training in customer service and accountability. My intention here is not to harm anyone's career. Instead of humiliating me, the staff could have acknowledged the issue, shown empathy, and guided me to the appropriate customer service contact for resolution. As a customer, I took the time to come to the store because I had been charged for five months, and I expected basic support and understanding. read more

These guys sold me an added line convincing me that it was an additional $35. The next bill came at $110 more... When I went back to their place, they were super rude to me and told me as that I should have read the fine print and they additional charges were obvious. READ WHAT YOU ARE SIGNING.... thise guys are total schemers read more

They had two reps and 5 people waiting and rather nastily told us - well there's just two of us ...we'll get to you.

Poor customer service. Do not go to a privately operated T mobile. If you have to go to a cooperate ran office.

Wish I had read the reviews prior to coming here. The lady helping me was nice but her coworker decided to take a break within the hour they were gonna close and 2 more groups of people came in. Even when I came, there were already a couple of people in the store and during my time there, another 3 people came in. It's a lot for 2 ppl to handle. Anyways, the lady was def overwhelmed and just told me to transfer my old phone data to the new one at home and she told me how much I owed saying "taxes and fees". I also felt pressured to leave since I'd already been there for an hour and just paid but when I got in the car and saw the receipt, I was charged a $35 connection fee (which wasn't informed to me) and she charged me for an adapter for $20, without even asking!!! I only discussed buying the phone, nothing else. She made an assumption that I'd need an adapter and that was wrong. Walked back in to return it and long wait for that as well only to be told they needed a manager to override, who I'm guessing wasn't there. Ended up leaving with no refund and I'll have to deal with this when I turn in my old phone. Bottom Line: don't come here and if u do, don't come on a weekend. read more

ANSWERING THE PHONE would be good start!!! Using 611 or the customer service line with long waits is a non-starter for a provider. Understaffed? Poorly staffed? Going out of business? read more

Me (after waiting half an hour for the customer ahead of me): Hi I want to buy a flip phone. Them: we don't have any in stock. Me: Okay can you look up if another location has one in stock? Them: What's your T-Mobile phone number? (I guess that helps them look up what's in stock in other locations?) Me; (Gives them my phone number.) Them: (Taps their tablet for a while) I can't see who has it. Try Best Buy. Update: Best Buy did not have T-Mobile nor unlocked flip phones. With all the time wasted I could have just written a letter. read more

DO NOT COME TO THIS T-MOBILE!!! (5/25 @4:45) My elderly parents who are on my plan went into this t-mobile to address an issue with their LG phones that had been acting up all week. Joseph G. the acting manager was very short with my parents and they said he seemed irritated by them. He offered them no solution to the problem they were having with the LG phones and told them they had to buy new phones. They picked a Samsung A13 that was on display in the store and in their budget, but were quickly told that 4G was going to be phased out/obsolete in the next year and they needed to buy the 5G version. The price for that version was almost double. My parents called me to assist and the acting manager (Joseph) quickly changed his timeline for his forecasted 4G phase out from next year to anywhere between 5-10 years. I asked him to get the phone my parents initially requested and he went to the back of the store and quickly returned saying they were all sold out. They changed to the Moto Pure phone that was in their budget, on display in the store, and again it was sold out. At this point I went to my car to call t-mobile customer service. The CSR Keoni was wonderful and let me know that my parents SHOULD have been offered trouble shooting with some sort of download for their LG phones. I was also told that T-Mobile was running a special free upgrade that my parents qualified for with two different phones. None of this was communicated to my parents. Really second thinking my choice to leave AT&T and might have to look into another service soon. Do better T-mobile. read more

I just wanted to shout out Francisco at T-Mobile who was helping an older gentleman who didn't know how to use some functions on his phone. He explained things super patiently even though the store was supposed to chose in the next five minutes. He even helped me and another customer after the clock already had hit 8 pm. Very kind to do that. read more

Customer service is above and beyond at this location. I really appreciate all of the help I received when I came in to get a new phone.

Went in to this location today and was the first customer. Was switch my old Galaxy S8 to a S20 ...wanted tp make I did it properly. Joseph assisted me ..seem to have a attitude as he stated I could do this with just putting in the sim card.. well I wanted professional help as it was a new phone ..even that was questioned. My new phone is but the attitude has to go..your there to help customers with phone questions and uses.. I'm close to being 62 & a Veteran....dont need any B.S. Wonder if this location is next on the list of closures. read more

The service here is like s#it! I drove a long way here to get not one, but 2 iphone 12. To be turned away b/c I was given false information 2 days prior. I wanted to get the iPhones for Xmas gifts so I made sure to stop by prior, to get all the info I needed to do the trade in When I came 2 days prior, the sale associate told me I only needed to get the IMEI #. Then when i came back today, the manager John told me he needed to inspect the phone. So would need the physical devices. Funny thing is, he was also present the first time I visited the store. This place sucks! read more

Came in here to switch from Verizon to t-mobile. I just want to say thank you to Joseph!! He's been extremely patient and helpful with me and my dad. He explained the process thoroughly and helped us fix a lot of the issues with our accounts. So thank you Joseph! Youre one of the best employees we have encountered. read more

Worst T-Mobile store I've been to. Customer service leaves in the middle of the conversation to pick up a personal phone call. And after the call, doesn't come back to assist in sales. I drove to the other T-Mobile store in El Camino (Palo Alto/Mountain View) to buy a phone. read more

We have a great experience with the store manager Eddie. He is really nice and patient. Help us migrating from Verizon to T-Mobile and also upgraded all our phones to the latest ones. He explained the plan very detail and answered all my questions. We will definitely recommend friends to come here. read more

Horrible customer service. I tried multiple times to speak with the manager Nahom about the unnecessary purchase not disclose all cost and return day to me, but he is not up to T-Mobile standard and he's a liar. Just be careful and read everything before you sign, they are not up to T-Mobile standard & they don't care about your money or you loose your phone number. I lose my phone # and I paid for 1 month plus for iPad. When you receive your monthly bill, or If you decided to return, you get the surprise of extra charges that you were not made aware of. Please please make sure to read everything before you sign. read more

I went to get a new phone and add a line for my son. The lady said it would cost 30 dollars for the line and 10 dollars a month for the phone. She charged me 110 dollars and said it was for the phone. Something told me to check the receipt a few days ago and when I did none of the 110 dollars went to the phone like she said. It went to talking with her. 35 bucks each time I takes about a new line. Then a week later something told me to look at my T-Mobile app. When I did I noticed I owed a lot of money and she changed my plan to the most expensive one. Don't go to the T-Mobile on el Camino real and San Tomas right by Jamba Juice. You will get ripped off. read more

Maxine and Francisco were SO helpful. I got a new iPhone with my line, and Maxine introduced the T-Mobile home internet to my boyfriend while I was getting my phone set up and prices totally beat our comcast bill... super quick and so friendly! A+ service! read more

Fantastic customer service!!!A special shout-out to Joseph and the Store Manager who were very patient with me and went overboard addressing my concerns . They were super helpful and I can't thank them enough for answering all my questions in detail . Definitely one of the best in store experiences that I had ! Thank you Joseph and the Store Manager!! read more

I recently came into the store for a phone problem. Keyshia was the T-Mobile rep who assisted me. I was truly impressed by how much patience she showed while explaining my options to me. She wrote down my phone leasing and purchasing options and provided me with that info so that I could think about my purchase. She listened to my particular needs and concerns and tailored the support she provided. As she assisted me, many roadblocks came up that she was able to identify and troubleshoot with ease! Her manager, Christian, also assisted with troubleshooting and made me feel very welcomed in the store. I highly recommend going to this store if you have any questions or need personalized help with your service and/or devices. Thank you Keyshia and Christian for your much-needed assistance and for taking your time to ensure that my problem would be solved at your store! read more

Recently, my mother needed to get a new phone. So, we went to this store and were taken care of by Christian and Mark. Their service is extraordinary. My mom has hearing problems and communicating with her sometimes can be a bit frustrating. However, they were so patient with her! Then after we bought the phone, I couldn't understand why the volume was so low and we went back into the store and Mark fixed it for her! I seriously recommend this store! read more

Employees who have no idea what they are doing will straight up lie to your face. They have no idea about their own employers plans and services offered. All I was trying to do was a simple upgrade but multiple they tried to charge me a ridiculous amount of money because they kept confusing my plan with another plan they offer. I had to keep correcting them. THE EMPLOYEES. They made me pay $100+ upfront because I had to pay off 50% of my phone off because the "system wouldn't allow them to see if I was even upgrade eligible until I paid". WHAT?! It wasn't until I called customer service and realized that I paid money for ZERO reason because my specific plan only required 6 month ownership of phone, it never mattered how much I paid off. I was just told made up b.s at the store because they could care less if you waste money or not. read more

It's an okay store. Most of the times the staff will not have full answers or they will ask me to go online and call customer service. (PS: I want to avoid that - that's the reason I am coming in store). Not very helpful either. They will say yes or no but dont give me any other information like if I can get things done myself or not. I sould say the t-mobile store in campbell is a better one - avoid this store at any cost. read more

So I had Metro for like 15 years, why because I like the 40 bill, no contract, i really didn't need to get on the internet. But, Then..... the phone really started to get on my nerves. 1. I wanted apps, especially the yelp app ! 2. I wanted a New phone that has the capabilities as an ipohone or android 3. Metro didn't have these updated phones. 4. When I post on a picture on fb i didn't like how they announce i use metro on the pic. I thought I deserve to treat myself to a good phone. I choose T-mobile for the fact that no contract, that was still a big thing with me. They have a big selection of phone just as I would see in the Verizon or Att stores. The bill did go up a little but that was to be expected since i choose a Galaxy S4. This T-Moble store is right by my house So I stopped by about a month ago and the nice manager gave the full information on billing, buying a phone, selection. He was very information. I was pretty much sold as soon as I left. I was just depated on which phone to get now. I needed to do some research on who had the best reviews.. Galaxy S4 I came back in last Sunday and a nice young lady help me on the billing and buying the phone. She even helped me quardinate transferring my old phone number over. Everyhing actually went very smooth. I have my new Galaxy S4 and it took my a little while to learn on the tricks on it but that was half the fun. So reading I noticed alot of reviews commented on the youngness of the Store manger and reps. Ya I would say they are young, But everyone needs to strart somewhere. Hey if they can do their job I okay with them. read more

Hands down five star customer service! I just came in to have an associate look at my phone, and left with a brand new phone/plan that is a better value than what I had. Stephen explained things clearly, did not try to up sell me, and hooked me up with a phone and plan within my price range. Rahul was kind enough to show me some nifty phone covers. There is a T-Mo near my home, but I would rather return to this location in the future since the service was so good! read more

I am usually satisfied with T-mobile instore customer service. But this is an exception. My issue was that I needed help with consolidating my prepaid plans. I initially called customer service on the phone but they told me to go to a store because it needs personal assistance. I walked in and explained it to the manager. He was dismissive and very curt. He said he can't do it. I explained that I was told by T-mobile to go to the store. I hate it when someone says "I've been doing this for 10 years...." Well guess what Mr Retail Store Manager, things change within 10 years. And policies change. If anyone should know how plans work, it should be the you. I know my request can be done because I had it done once over the phone. It's just a particular line I had to do instore because of some wrong information on the account and I need to show an ID. I understand that sometimes, you may not be updated on certain policies, but there's no need to be rude. Are you discriminating because I have prepaid plans... Yeah, I've been doing this for 10 years as well, I have been a prepaid customer for more than 10 years so I'm more updated on what can or cannot be done... read more

I set up service at this T-Mobile store last week and was helped by Mazzie, Dianna, & Nick (Mgr). All of them were very knowledgeable, accommodating, and professional, which I really appreciated. I hadn't been in a mobile retail store in a while and was very impressed with this team and the store environment. I was there during a very busy time and it was very organized despite the store traffic. The employees really focused on their customers and helped each other when necessary to process transactions as quickly as possible. read more

If I could give negative reviews for this store and their service, I would! I recently switched to their so called $50 monthly plan which they claim have no termination fees or any other hidden fees. I even specifically asked if i would be charged any termination fees if i decided to switch plans before my contract was up. The filipino rep i spoke with assured me that i would not be charged any termination fees or cancellation fees even if i decide to go to another carrier even if my contract had not yet been expired. A few months later I had to switch carriers (1 month before my original contract expired) because my new house has no tmobile reception. I received my final tmobile bill and saw that there was a $50 contact termination fee. Huh!? Didn't my Filipino tmobile rep assure me that there would be no cancellation or termination fees? So I called customer service to complain and of course they were no help. They just told me to write a letter to their customer relations department. So then I called the El Camino Real store and I asked for the manager. He sounded like he was still in middle school and was very unprofessional when speaking to me. I told him about my experience with one of his reps and he actually said I misunderstood him about the termination/cancellation fee. Umm...NO. Not when I specifically asked about it and he specifically told me I would not be charged. Needless to say the manager at this store was extremely unhelpful and uneffective. Bottom line is the reps at this store LIE to you and when a problem arises, they just blame the customer. Stay away from this store!!!! read more

Negative stars if possible. This wasn't too recent, but I must specifically call out Stephen Northrop as one of the absolute worst associates I have ever dealt with. His elementary and glaring errors cost massive amounts of time, effort, and inconvenience when he screwed up the wrong SIM card identity. He then had the nerve to blame it all on the customer and try to charge lots of money to fix *his* error, and became very insulting, aggressive, and demeaning. He even tried to mock me and taunted that I was lucky he didn't take a picture of me without my permission and put it on the backroom wall to mock (as he was "About to", as he claimed). He was very dishonest and unethical. Also, he blatantly attempted to lie about very obvious parts of return policy in the hopes I wouldn't return an unnecessary item; I had to point him to read the basic part of it that showed him he was wrong, before he "apologized" and pretended he didn't know better, and accept the return according to policy. This person is a *scammer* masquerading as an employee, and should not be employed anywhere. If you see him, ask the manager why he isn't fired yet, take your business elsewhere, and tell him Stephen Northrop is the reason why. read more

I always had good experience at this T-mobile store, but this time the service was very poor. I went to buy a new phone. They changed the representatives assigned to me twice for no reason. The second representative himself isn't sure of the financial rates. While comparing different plans available, twice he corrected himself. Finally, I agreed to buy a phone based on what he had mentioned, but when I was about to pay he changed the rates again and said there was some confusion before. I bought the phone with no satisfaction. For any of my questions, he was barely interested to answer. I understand when it's almost reaching the end of the day, it's difficult to manage the customers, but doesn't mean customers have to be ignored and given wrong information. read more

I came here to get a prepaid sim card. Very friendly staff. Betty helped me out. I had an old phone with me and it looked like my new prepaid was not activating. She called T-mobile to make sure the line was activated and then she tried the sim card in her phone to confirm it worked. read more

I would give it a zero star if I can. First of all, the store is severely understaffed. I had to wait over an hour for someone to help me, and when he did, he clearly didn't know what he was doing. I walked in with an account issue, explained to him that I was having trouble setting up on my online account access because my account was not set up correctly. Every time when I go to the last step of account creation - verify SSN, it tells me that my SSN number doesn't match the record. I told the store member exactly that and he assured me that my account was set up correctly and nothing's wrong with it. I'll need to contact technical support to reset my online account. He even said that he's seen issue like this before (lie!) So after spending more than 1 hr 30 mins in store, I was sent back home to call customer support again, and guess what? The customer support online tells me to go into a physical store to update my SSN. What a total waste of time and energy. This will probably be my last time ever dealing with T-mobile in my entire life cause this shit is traumatizing. read more

Very helpful staff and no wait! Rosa was great at providing all the information in a no-nonsense way and John (manager) was friendly and accommodating. Got in and out quickly, with speedy help from Heather, and they honored a verbal agreement I had made with them when I came in a month later. Highly recommend! read more