I have to be honest about my most recent experience opening a new T-Mobile Internet trial at the one and only location here in Santa Cruz. I arrived mid-day after an appointment had been made to speak to a rep about the internet package, as ordering online did not allow for pickup for some reason. I arrived at 15:30 to a hand-written sign reading "on lunch - back in 30," with absolutely no indication of time or how long we'd have to wait. After 20 minutes, I was let in and the staff member did not seem to know much about the promotion. There were a lot of inconsistencies with the sign up process, how much it was going to cost (vs. what the online portal was showing me), and overall logistics of the trial. It was a challenging half hour and although I did leave with my new T-Mobile Internet router, the time wasted waiting for them to be open due to unclear communication and feeling like the representative was not very well informed left me feeling meh. So it was not great coming here, but I did leave with what I wanted. Plus I found out the monthly payment amount WAS what I expected and not what was quoted at the store. read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Santa Cruz, California

Well I was supposed to be getting a free iPhone got changing from Xfinity. Well I found out recently that I still paid for my free iPhone. Not only that but also I have only paid $100's a month I think a couple of times! Watch out for the SCAMS! They get you read more

Had a great experience here! My family and I brought in four lines switching over from Verizon to T-Mobile, Alex, who works at T-Mobile spent four hours helping us switch over and do things that we didn't know how to do. He stayed overtime just to make sure we got everything done and switched over. It might've been the greatest T-Mobile switch over in history. Shout out to Alex for being an awesome employee and super helpful! read more

T Mobile is trying to force me to set up a PIN and I said No. I have been a customer for 15 years and they are trying to force me to change the terms of my account. I refuse. They are not helping me block a scam phone number that is linked to a suspicious voicemail system. Everybody I talk to is in the Philippines. I cannot reach anyone in the U.S. Their customer service has really gone down hill. read more

Called T-Mobile for a location in Santa Cruz.They said & the Website says they open at 1 o'clock. Standing out front with elderly mother she was excited even wore a pink outfit still closed!!! Went to get something to eat next-door at the Habit burger grill delicious burgers and green beans Walked back over still closed When an employee rode up on his bike and said another 10 to 15 minutes! Verizon 41st ave Here we come read more

T-Mobile Authorized Retailer - Poor customer service - Mobile Phones Near Me - Santa Cruz, California

To make a long story shorter, both Aprile and José at the Santa Cruz T-Mobile store (next to Ike's on Ocean Street) are fantastic. I highly recommend checking out T-Mobile's calling plans and getting any help you need from these two great staff members. My husband and I had our Verizon account for 18 years (you read that right--18 years!). I needed to upgrade my phone and Verizon had texted a good offer to trade in our old models and get a low price on a new phone. I made an appointment at the Verizon store in Capitola thinking I would get a new phone, get it set up, and be on my way. Silly me. I will fast-forward through the nightmare that is Verizon and just say: yada, yada, yada, I went to T-Mobile to investigate an alternative. It turned out there were a couple of ways I could go with T-Mobile and both options were far better than Verizon was offering, which was a big fat nothing for 18 years of loyalty (even calling Verizon's so-called "loyalty department" yielded nothing). One T-Mobile option gave me a much higher trade-in value for my phone than Verizon was offering (over three times better) and a plan that was comparable in cost to what we had been paying. The second option was to buy a phone, but get a calling plan that saves us $50 a month AND includes free unlimited international text and data (international is an add-on with Verizon and it cost me $10 per day any time I used text or data on a trip, which adds up). Aprile and José were both very patient and kind as we hashed through the options and what made the most sense for us. Once we chose a plan and a phone, Aprile got our phone numbers transferred and got my new phone set up for me. She also changed the sim card in my husband's phone. What we thought was going to be a simple phone trade in turned into a six-hour saga, but T-Mobile, Aprile, and José were all fantastic. Verizon is the evil empire. I highly recommend checking out T-Mobiles calling plans and I highly recommend working with Aprile or José at the Ocean Street store. read more

Buyer Beware! I signed up for a new plan & iPhone 14, and was promised lots of incentives including $830 for my trade-in phone, $200 to switch carriers, Netflix, Hulu, etc.. maybe more. But, they never printed out a contract or receipt. I asked several times and the salesman said it was "sent to my email." When I got home there was an email saying I was getting $80 for my trade-in not $830! So I called the 800 line and they were in the dark about all these incentives and baffled why I didn't get copies. They agreed that "It was my right to have a printed contract." They even offered to cancel my account. They next day I went to the T-mobile store, and spoke with Ayoto, the manager. I expressed my concerns and requested a print-out of the contract. He was unfazed, patronizing and dismissive, saying they don't do that. Wait, what?! I'm spending over $1000 and signing a 2-year contract, and you won't give me a contract??? I told him I would need to cancel the account. So he told me to call the 1-800 number. WTH?!! I'm standing right there in the T-Mobile store with the manager and he can't help me? He told me he was unable to contact them from his phone. Ha!!! I told him, "No, you will call them and I'll wait." So I waited while he made the phone calls. It was a long day for Ayoto. Meanwhile, the new iphone had been shipped to me, so I had to pay a $70 restocking fee. Even though I never even touched the new iPhone. Grrr! What a train wreck. The overall lack of transparency, condescension and deceipt are not my cup of tea. Not senior friendly either. So I decided to stay with Xfinity Mobile. Professional service, full transparency and no pressure. PS. Kayley, the first person I met with at T-mobile was very helpful and sweet. Hope she goes far in life. read more

just switched from Verizon to T-Mobile Verizon customer 30 years I travel to New Zealand yearly for 50 days I get charged for three months worth of foreign travel won't credit me happened three years in a row my bills usually $67 a month this month $92 Rachel the T-Mobile salesperson from Colorado Super nice ladyset me up with $70 a month forever international included in select countries read more

Went in to upgrade my phone at Metro-PCS which is now unfortunately owned by T-Mobile. Had no problem in the past doing upgrades when my phone was three or more years old....the guy at the counter was kinda rude, no customer service skills....told me they charge full price for an upgrade!?! They only have special pricing for new customers!? Why would I want to stay with your service if you don't offer anything to your loyal customers? So, I did a review on Yelp, and some guy From T-Mobile named "Damond Langford" responded on my yelp review, apologizing, and acting as if he would make this right if I contacted him, which I did, and then he ghosted me, TWICE! I believe he only responded on the review to make their company look like they cared....WRONG. .......My advice, don't use T-MOBILE as your cell phone provider, Metro Pcs used to be pretty good until they sold out. I am searching for a better service provider....one that actually does upgrades. read more

Trevor and Ayoto cannot be trusted. They lied, adding an unnecessary line to my family account when only a new phone was needed. After calling customer service, the Tmobile agent explained the additional line was not needed. The agent fixed Trevor and Ayoto's money grab. They intentionally deceived a young customer rather than give us the lowest cost offer. Don't trust them. read more

I've been with T-Mobile for a while now and I'm so happy with the customer service. It's so awesome I can't say enough about how helpful they are. I planned on updating my phone as usual so when I saw the "iPhone on us" promotional I went to go order my new phone. I was devastated. My perfect phone service that had the exemplary customer service was manipulating me into a contract. It was a pseudo contract. That means a mirror image of a contract. "On us" meant I had to pay for new phone and then they would give me a better deal for phone service, actually they gave me the same rate they give there customers that go to other phone services they own but give cheaper rates. In reality I was just getting t read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Santa Cruz, California

My boyfriend's phone broke so we had to get a new phone, new plan, yada yada. The salespeople at this location are excellent. Aldo in particular really helped us out. He got our monthly within budget and made sure we left happy. Thanks guys ! read more

Went first thing in the morning on a Monday and received excellent service from both Liana & Hakim. Very kind and patient. I would recommend going early in the morning because when I had to go back in the afternoon to pick up a couple accessories I realized I'd need, they were packed. read more

AMAZING. GREAT PEOPLE HERE!!!!!!! You don't usually find peace, happiness and inspiration in a cellphone store but this isn't any ordinary cellphone store. That's because this crew are high quality people. Manager JP, Aldo, Griselda (yes, I still remember their names and I'm bad with names, thats how good of an impression they've made on me.) feel like friends and family. What?!! Firstly, the service industry is not an easy gig. If you've never worked in it, you don't know but everyone basically wants to be treated like they are special and they do that here exceptionally and for minimum wage. Any complaints or bad reviews here might ask themselves, were you a good customer? If Yelp had reviews of customers, how many stars would you get? One difficult experience doesn't show the full nature of something. In Japan it is said that a host can only be as good as their guest, it's reciprocal. Do you have good and bad days, be kind and understanding if you are expecting the same. If you've decided to take out your frustrations with your life on someone not getting paid enough for what they do, then we'll pray for you. Mistakes happen, problems occur and it sucks sometimes. Some patience goes a long way as these are people here are amazing, thoughtful and helpful people, aside from also providing excellent customer service. They deserve more for what they do, starting with our respect and kindness. Every time I go here I leave more happy and inspired than I was before. At a cellphone store? What!!!?? Can you even put a value on that? This crew brings that Magenta Fire, corporate needs to give everyone here a raise or bonus. Hands down one of the top 10 customer service based experiences I've had in the US. Do yourself a favor, get enjoy a sandwich next door and stop in to be blessed by the best! Tell them Jayfree sent you here to be blessed and see how it's done. read more

I am giving them one star because zero is not an option. It took 2 hours to get our phones and switch carriers. We were promised a free tablet that we would pay for upon receipt and activated with 2 day shipping. The agent wouldn't let us pay for the tablet at the time. a week later we hadn't received the tablet. We called and were told it hadn't been ordered. We attempted to reorder it and provided the card number. They said they couldn't process it due to an address mismatch and we had to call the bank. The bank said the charge was approved. After an hour on the phone with t mobile, I requested a supervisor who snottily informed me there was nothing she could do. She acted like she was doing me a favor talking to me. 3 hours wasted with this company that clearly does not value its customers. I would not recommend read more

This is an outstanding store with fantastic staff! They have always treated me kindly and professionally. They are also very patient with all my questions and misunderstandings. Haha! I appreciated them so much one night I went next door and bought them a dinner! Highly recommend... read more

Bought my cell phone here last year when the previous one died. Staff extremely upbeat, knowledgeable and customer- focused. Respectful with a sense of humor. Have returned for help at times and if they are unable to help, send me on to the next possible place (eg Apple Store, Los Gatos, suggesting I be sure to make an appt). Great staff here. I have been a T-MOBILE customer for 17 years and hope I never have to switch! read more

Really should be a 0! I live in Felton, CA. T-Mobile told me that they had great cell phone service in my area...they did not. Then they told me that they were upgrading a tower in the next couple of weeks....They did not. Wait times are horrible if you call. You log tickets and they close them. Basically a bunch of liars and thieves!! read more

The absolute worst. No smile when we came in, the two working there made it look as though we interrupted their afternoon. When asked if they could help us with something, I said possibly, that we'd been with T-Mobile for a long time and wanted to see about some upgrades. The rep (Elizabeth) sort of snickered at that and said, "Well, what's the problem?" I never said there was a problem. The next few minutes were filled with abysmal personality, us being talked down to and a total lack of salesmanship or basic manners. Finally, in an effort to get clarification, I asked a question (In which I knew she was wrong) and she says, in response, "Well, if you listened to what I said..." in a really snotty tone and honestly, that was the final straw. Say no more, kid. Who speaks to customers like that?! We left, went to Verizon, and canceled T-Mobile within two hours. We'd been with them for over eight years, and a few other factors were at play, but her "customer service" pushed us over the edge. read more

I was working with the store manager Andrew and he couldn't have done more for my unique situation. I was stuck in a loop between two carriers and when they were telling me there was NOTHING they could do, he set us up with a conference call with all parties to get it figured out. 2.5 hours later (and well after his shift had ended).....I'm online, have full service, and am a VERY VERY HAPPY T-Mobile customer. I could not recommend this T-Mobile more than I do now. THANK YOU ANDREW!! I'll come get that Apple Watch so so soon!!!! read more

Great trouble shooting and customer service from John and Maria! Got a deal for over 55+, and both helped patiently as to tutorial on phone setup. Total cost is lower at T-Mobile than Verizon and ATT. TRANSFERRED FROM Verizon due to their outragerous charges (my son a former veteran could not get his phone replaced before he went abroad--stuck w/ lost phone charges) and another issue, a long wait to speak to an representative. read more

John and Ramone really helped me out! So grateful

Over the last 3 days, I've spent a little more than 2 hours at this store. Chris, John, and Justin were incredibly helpful in assisting me to trade in my phone for a new phone. At the end, none of us knew why there was a road block in the system while trying to trade in my old phone, but their efforts plus the help from a couple tech support guys made it happen. read more

John the manager went above and beyond the call of duty for my sins and I. I could not have gotten better customer service and feeling that he really cared about me and my situation. I would recommend him and his team to anyone ! read more

Forrest the manager there was helpful, knowledgeable and kept us sane and efficient without wasting time. Truly a pleasure to do business.

Staff were not helpful at all, I had to pull answers out of them instead of them actually helping to give me solutions. Made the process so much more complicated and confusing than it had to be. Made me feel very agitated and annoyed to be using this service instead of happy, was ready to storm out in frustration. Gave the company a bad look. read more

I came here a couple days ago to ask a couple questions about my account and to have someone check an issue I was having with my phone. While my questions were eventually answered, no one acknowledged me when I had come in for at least 15 minutes. One employee seemed truly busy with another customer, but the other employee seemed to just engage in banter with another customer that was there. After the latter customer left, the employee didn't even approach me and, when seeing I was approaching him, he began talking to me with his back turned to me. As he was checking something on my phone without asking me exactly what I wanted, he began striking up a conversation with the other customer and employee that was helping him. He returned my phone, and just looked at me like I was a bother. While both employees there seemed rather young and might have yet to learn these skills, they should be trained as to how to appropriately acknowledge and communicate with customers. read more