Wonderful experience with knowledgeable team: Teresa, Hazel and Luis. They helped with updating my account, providing a better understanding of the cell versus data lines, factory reset and installed lines to two older cell phones, and advised and trained me on the use of a Iwatch. Truly grateful for the experience of meeting pros getting the job done to lessen my work load. read more

I came in and I was helped by Matthew and Ivan. Both were great, funny, patient, and very helpful. I see that I mentioned them in August 2025; I don't remember those interactions, but they're still great. read more

I had an incredible helpful session with Ivan at T-Mobile on Shattuck. He went beyond giving me great service. He went the extra mile to show me how to use my new device and he explained everything so well that I feel more confident with my new phone. He is truly a very knowledgeable, competent employee and I hope the company values this person. Thank you, Ivan. Nancy read more

Vanessa was wonderful to work with! She helped us port over the last of three phone lines. She handled this expertly and efficiently, demonstrated patience and answered a bunch of random questions. I recently moved over from xfinity mobile and am really pleased with the service! Highly recommend! read more

Unfortunately there is no provision for negative or 0 star or else this store or rather the store manager, Alex (should be Mr Fraud), deserves just that. We were looking for a new connection and got our own device and chose a pre paid plan. The person we worked with first in this store checked the device compatibility and told us it was partially compatible, so we did not take the connection. His behavior and customer service was very good and as expected. Probably because of him I gave the couple of stars in my review. Next day we got a different device and went to the store and that's when we met Mr Fraud (Alex) shown in the picture. He checked the device and told us it is compatible and went ahead and provided the connection for us. After a couple of hours the connection stopped working and when we went back in the store a different sales representative checked the device and to our surprise he told us the device is not compatible. We were shocked since just a couple of hours before the store manager told us it was. The manager was still there and on asking for him he came and said yes the device is not compatible and it won't work and we won't be able to provide a refund. On clarifying with him that he made a mistake by mentioning that the device was compatible and ideally he should accept it and reimburse the money he said "Yeah I guess I did but I won't reimburse". On requesting further he asked us to leave and informed security. When we suggested that this is fraud and we will report him, and asked for his full name he did not give it. Do not entertain such fraudulent activities, stay away from this store, specifically from "Alex" the store manager. There are many other T-Mobile stores nearby, do yourself a favor visit those. read more

T-Mobile - The store manager Alex - Mobile Phones Near Me - Berkeley, California

Destiny at Berkeley T-Mobile is super helpful! Destiny helps me sort out how to find my lost iPhone, how to get a new iPhone in a promotional plan, how to add more lines in the lowest budget...etc. I was very worried about lost my phone but Destiny is very professional and resolves my questions. Other staff at Berkeley T-Mobile are very cool too. Destiny's professionalism gets customers' trust and boosts T-Mobile's good image! read more

I am writing to share my extremely disappointing experience with the local T-Mobile store (2257 Shattuck Ave, Berkeley, CA 94704), which I believe engaged in fraudulent practices. I initially visited the store to sign up for three phone lines on April 2024. Without informing me, they enrolled me in a business account with up to five lines, all of which I was charged for. Additionally, they gave me a tablet, claiming it was free of charge, only for me to later discover it had a monthly service fee. When leaving the store, I was told my monthly payment would be under $100. Instead, it turned out to be on April: $265.00, May $363.75, June: 735.07 and July $169.62. I called T-Mobile customer service and they asked me for pin number and I mentioned I don't have it and that time I found out the store created a business account with no name!!!!! The only way to cancel the account was by paying off for 2 new phones they had provided, costing me nearly $3,345.04. Despite closing the account on June 10th, I am still receiving statements. They also took my old phones and not paying for that!!!!!! This store's practices are deceptive and fraudulent. I strongly advise avoiding this store at all costs. They are not to be trusted. read more

Becareful and beware with this store. I came to return apple products and got a Samsung phone and The agent name Miguel supposed to help me return iPhone with case and screen protector, but I found out after 2 week that he only returned the phone but not the case and screen protector. For $70 He lie in front with his soul, this just unacceptable! read more

Shinola, Shinola, Shinola...If a customer asks about pricing, your reply should not be "I don't know, I'm not a mathematician!"...Customer Service CLEARLY is NOT your forte, babes. Perhaps a different career choice would suit you better? #foodforthought I was going to give 1 star, but your manager (Erica, I think it was) was amazing and helped me out with the pricing and fees etc. You should learn from her. read more

Scammers. I upgraded my phone in September of last year and qualified for a promotion for a free Apple Watch. Come to find out, I am paying every month for this watch that I did not even ask for. read more

There was a female customer service person who helped me today yet didn't get her name. She was very helpful answering some questions on memory on my mobile phone & how to free up more space etc. I have been w/ T-Mobile since I got my first mobile phone w/ them in Los Angeles back in 2003. I got my first smart phone when I moved out to the East Bay 1.5 years ago. It was the when I moved here that was the first time I started texting & taking photos. I mainly use my mobile phone as an Elite Yelper taking photos to document my experiences. read more

Horrible. These guys straight out lied to me and told me that if I wanted to buy a phone in their store I was required to buy all of the super expensive accessories with it. I told them I didn't need the case and the $60 screen protector and I already had a charger for it but they said they couldn't sell me a phone without buying this stuff. What a scam. read more

Matt and Ivan helped me with my iPhone 14. I was locked out of it. They were amazing to work with and help resolve my issue. These guys are the best after being me being at another T Mobile store that didn't help that much. Thank you guys. read more

I needed help transferring everything on my old phone to a new one as I am somewhat technologically-challenged. Luckily, Destiny helped me and while the actual transfer only took about 1/2 hour, there was a glitch and she patiently worked through it, even calling T-Mobile experts. So I ended up taking well over an hour of her time during which she was completely focused on this task. Other customers came in and she did not try to work others in while helping me. I also purchased a case holder, protective screen and one of those knobs for holding the phone but she had to try a number of case holders until she found one that fit my phone correctly, and then the knob part was a problem too. She's very sociable and very nice besides being really good at her job. Give that woman a raise!!!!! read more

Fast, great customer service, excellent internet speed, unbeatable prices. Amazing! Anthony and Paul were excellent, showed up early and were efficident. I would recommend it! read more

It was destiny. One December evening and again the next day, a lovely T-Mobile Berkeley employee named Destiny patiently helped us through the process of porting our whole family (each line with a different situation/device) from Verizon and didn't sell or oversell -- Destiny did what was needed and then some, setting our phones the right way and giving us the best price for an amazing deal. She works for T-Mobile, but we felt we had an advocate, which says a lot. Give this gal a raise :) read more

I switched to T-Mobile recently and activated my plan at this store. The customer service here was great - Yoshi got my unlocked Nexus S activated on T-Mobile's network in no time. Wait time wasn't too bad since I got in early, but a few minutes after I came in, there was a line behind so phew on timing. Highly recommended! read more

I got a new phone today and was added a two accessories that I didn't ask for or know the price of. That sucks. I mentioned the screen protector- that I now know is priced at $40- saying that I don't usually use one- and the person who helped me was like, "Oh ya, it's good to have one". I guess I should have said "do I need these accessories? Because I don't want them". They also signed me up for phone insurance, which I didn't want, and expressed to the salesperson. They were like, "You can remove it". Meh read more

Store isn't in the best location of downtown and there's usually a gathering of street people directly in front of the store is guaranteed anytime day or night. Don't worry as they don't pester people or beg for anything, which is kinda nice. The store is almost never busy and when it is a busy time you typically wait less than ten minutes for an associate to become available to assist you! I got a replacement device for a stolen one, they couldn't verify me via calling 611 so I had to stop in the store and flash my DL quickly for them to just verify it's me activating the new iOS device! I'd return to this location anytime I need to visit a store! read more

What's happening with customer service reps at TMobile? They seem to have much knowledge. It's frustrating!!

I came in TMobile because of an ongoing network issue: I've been unable to connect to data even though LTE and roaming and all other settings were correct. Soon after I walked in my name was taken for the waiting list and shortly after Joe, the store manager, came up to ask me what was the problem. He replaced my SIM card for free and since it didn't work he called TMobile services and within minutes my phone was reset and fixed! Data worked perfectly as it should. My data problem has been bothering me for a couple days then, and it was great to have it fixed so smoothly and quickly read more

There is nothing I enjoyed about wasting over an hour for absolutely nothing! After a horrifying experience at this store I am now taking my business to another carrier where they actually have well informed employees who know the meaning of customer service . It took several employees including a store manager more than an hour to figure out prices and plans and they still didn't get it right! They collected money, with promises of delivery but didn't deliver and several weeks later, I still don't have my money back! I'd give them a negative five if the option were available. That store needs a serious redo! read more

My very first visit to this store and wow. The only person working in the store with either customer service skills or common sense was the security guard. I witnessed a rude employee cut off an elderly couple as they were attempting to speak about their issue. Didn't even let them finish talking cos it was wasting his time. Then I had the displeasure of dealing with a woman who hasn't figured out how to activate her common sense gene. I presented an email to her on my phone that I had a pickup ready, it was a warranty replacement for a phone I bought in July 2021. When she asked me for ID, I realised my ID was gone (to my OWN shock and dismay) and showed her everything in my wallet with my name on it, credit cards, insurance card, etc, but she wouldn't authenticate me to pick up the phone even though I just showed her TMOBILE's email confirmation for the pickup. The fact she couldn't use her common sense, logic, or intelligence to figure this out, is hilarious in retrospect but actually sad in real life. I have been a TMo customer for almost 2 decades and that is going to end today based on this interaction. PROPS to bearded security guy, you are the only good thing about this store full of derps. read more

Juan is an awesome sales representative! Today he helped me with putting a screen protector on my phone and he did it perfectly! Also he helped me track down an iPhone se when it first came out and was out of stock everywhere. Two thumbs up for this employee. read more

Nathan is the reason why I stay with t-mobile. Unlike employees at other mobile carriers, Nathan really cares about helping customers such as myself who are terribly unproficient in the use of their cell phones. He is there to help me rather than to sell me a product or service I really don't need. As long as Nathan works at t-mobile, I will stay with the company. read more

When I bought a new iphone they recommended I buy a $40 tempered glass screen protector. I dropped the phone and the screen protector did not work. The screen now has cracks in it. I went there today, less than two weeks after buying the phone. The would not replace the phone or pay for the repair, nor any other offer. At least I can change to another carrier so they will not get any more money from me. read more

3.5 stars (4 for friendliness, -.5 for slowness) Dropped by this store after work to get my contacts moved to my new phone! I was super duper worried because my old phone wouldn't even turn on. Luckily, one of the sales reps (Kevin) took care of it immediately, and I got them all back! While the store is small and there aren't that many sales reps (expect a 20-30 minute wait!), they all definitely know their phones and can help you out! read more

I had a complicated situation, traveling and so on, and the expert (Destiny) was exceptionally knowledgeable, helpful and had a calm amiable presence. The whole store had a relaxed and professional vibe, which is appreciated. Keep up the great work! read more

Ever wonder why there are such long hold times when you call customer service? One would think people would just walk into one of the many branches all over the place. These people are sales people NOT service people. Buyer beware - they are as sweet as pie when they are selling you something or taking your money but just know if you have an issue, they will turn sour quickly. I've left TMOBILE previously because of the terrible service I've received from them and this branch gave me flashbacks. read more

I signed up for T-Mobile in Berkeley, then I went on an international trip. I asked them what international plans they had but decided not to use them. But they added them to my plan anyway! I didn't notice for a few months, and when I did notice, they said "sorry, you didn't catch the mistake early enough", and refused to refund the charges. They owed me $90 and never took care of it. If you're reading this, T-Mobile Customer Care, you can still make this right. You should have given me a refund from the very beginning and apologized for adding something to my plan without asking me. Be nice to your customers so they stay customers. read more

Although they don't serve burritos, I had a pleasant experience both times I went in here when wanting to upgrade my phone. Clean, pleasant atmosphere and knowledgeable, courteous and non-pushy salespeople. Got an LG Optimus that had only been around for about a week; it's great and the plan is fine. Highly recommend over American Torture and Terror or Verizon. read more

Well I've just had the worst experience with a cellular co/this store. You know the 14 day return and cancel policy? Well, consider it toilet paper if this store has its way. I bought and used a device a total of 3 days. Service was intermittent up and down the east coast so we decided to return it. Upon seeking to return and cancel, they said they couldn't accept the device back because the "damage indicator" strip inside had changed color. We used it in a coach bus on the east coast, it never went outside. It was raining. So either the humidity strip is super sensitive and permanently changes after a day or two of humidity, or it was already set off when we first bought it. The packaging was opened and the device out when purchased, it could even be a restock for all we know. The contract does't say this strip is the determiner of damage. They don't show it to you when you buy. The box it comes in isn't even shrink wrapped! There were no real signs of moisture exposure like droplets or stains on the inside of the clear screen. I pointed all of this out, and they didn't care one bit even though they couldn't answer any of my concerns. The manager said "too bad." I would avoid this store at all costs - they promise one thing and do another. Honesty is not a part of their training I guess? Has anyone else had bad experiences like this? read more

I walked into this establishment and was not acknowledged. I waited patiently because I noticed all the employees were helping other customers. But 5 min later another customer walked in behind me and one of the employees says to her "maam we will help you in a minute" 2 minutes later another employee says the same exact thing to her. And I was standing right beside her. I had to say "so I guess I'm not standing here?" And then the other customer says "she was here first" and that's when they acknowledged me. read more

Great customer service just signed up for services couple days ago was in and out the store fast employees are very friendly and they don't force you to buy extra stuff you don't need like the other carriers do to meet there sales quota can't wait to return back to this location when I upgrade my phone to iPhone 12 5G read more

Chenoa and Lance created the best customer experience when it comes to product, value and service. 5 Plus Stars for Chenoa who was professional, attentive and performed her job with confidence and joy. She displayed great leadership and stayed the course of the transaction despite that it took me a few attempts to recall my gmail password. She explained what needed to be done and executed flawlessly. Chenoa has the potential of managing her own store if she chooses to do so. Lance's leadership skills was one of teamwork and support. Both worked together to achieve the result that I came in for. Because of Chenoa and Lance, I will remain a T-Mobile customer. I highly recommend customer visit the Berkeley Store only. The Emeryville Branch almost lost a family of clients. Thank you Chenoa and Lance. read more

I don't know why this location got such good reviews. Whenever I go, there is always a line of a few people. I don't really mind the line, but I thought I'd mention it since other people said there was no wait. There are usually two staff. I've talked to a bunch of different people there and they always get my stuff done, no bells or whistles, but they're not particularly friendly. Most of the time they look bored and as if they wish they were out doing anything but helping you. I suppose this place is good if you want to get your stuff done, no monkey business, but I don't like it because they're so unfriendly to you. read more

I needed help with changing from my old phone to a new one and had the best service at my local T-Mobile store. Sindy helped me and was very pleasant and funny, keeping her cool while acknowledging and checking in other customers. She figured out how to ensure that all my apps, contacts, etc transferred over properly, saving me so much time and headache! Big shout out to her! read more

I had not been able to get email on my Samsung phone for a very long time...tried calling everywhere, spent hours on the phone, and thought I'd have to buy a new phone. DESTINY helped me go through the phone i had without trying to sell me anything and came up with a fix. She was very patient. I'm a senior and not technically adept (and somewhat technophobic)...I can now get my email and would not hesitate to go back there for any issue! Cost me nothing. Thank you! read more

Super nice at the store. Supernice customer service. Flexible payments when you are short on bucks and they are supernice. Not once was a service disruption mentioned. They actually call if you forget to pay and ask how they can help!!! No condescending crap like I got from ATT and Verizon. When you are a few days late with ATT you immediately get texts and messages and threats of service interuption. It makes you feel bad. You dont need that bull!!! TMobile Data is Fast In 6 months no dropped calls and reception is fine only once or twice a problem. You can set it to make calls automatically on WiFi to save minutes. I get way more data speed On Tmobile than AtT and Verizon. I USE 10GB a month between here Berkeley and Hayward. My plan is way cheaper and way way faster than ATT and Verizon. And The Store help is Super Nice and helpful. Love my Note 3!!! read more

I owe Art the biggest thank you for helping me out today. I'm leaving to go out of the country for the next few weeks and will still need to use my US number while I'm away. I decided to switch to T-Mobile because they're very friendly for users who travel internationally. Art had me in and out of the store (with a new phone, and my old phone number transferred from AT&T) in 30 minutes. He also gave me his card with his email address in the (rare) event that something goes wrong with my service while I'm away. read more