So Tonight I walked into the T-mobile store, and usually this is my favorite one. But tonight I went inside and immediately as I got into it, they told me they were closed. There was two of the employees talking to one another, a security there also chatting and the guy who told me they were close was going into the back. I didn't argue because it had been a long day for me as it was. But as I left and got into the car, I saw that the door was still open and that more people had gone in and it looked like they were being helped. I'm just going to go to another one from now on, because I was definitely not happy with there customer service tonight. read more

I'm giving them three-stars because I've experienced both amazing and horrible service here from two very different workers. Juan is AMAZING. He is very calming and an excellent problem solver. If you have ANY ISSUES, go straight to him. My boyfriend has been having ongoing issues with his account because T-Mobile messed up the phone serial number to phone number, thus making it appear as if he has been paying off the phone for less time than he really has and preventing him from being able to upgrade with JUMP. Juan listened attentively to my jumbled explanation and was able to lock onto key words and immediately identify the issue. Apparently, it was super simple! He called customer service and was able to correctly switch the serial number within five minutes, when this has been an issue from three months ago. Juan even identified why we ran into the issue we did (we apparently tried to get the serial number switched at a T-Mobile FRANCHISE that didn't offer those services). Amazing. Juan's amazing rescue came AFTER we tried resolving the same issue with one girl who we've had issues with before. She's just not helpful whatsoever. When we went to her with the same issue, she 1) did not understand the situation and how the serial numbers got mixed up 2) tried to blame it on my boyfriend and condescended him about not changing his serial numbers so much EVEN THOUGH it only changed because he gets replacement phones via his insurance and T-Mobile should organize these serial numbers better... 3) did not bother asking for help from a supervisor/co-worker and did not think to call customer service (Juan even asked us if the person before him tried to call customer service) and 4) refused to give her name or card so we could reference her regarding policy if we went back to the other T-Mobile. She claimed she was transferring in a few days and emphasized that the other location was FAR AWAY... Right. Her attention, regard, and care are elsewhere, that's for sure... We actually had signed up with her initially, and she's just never been good at explaining policy or interested in helping people. We went back after the first month because we saw we were charged an additional amount. One of them was a pro-rate and the other was actually T-Mobile's fault, because they charged my phone for insurance when it didn't have insurance. I had never encountered a pro-rate then, and when I asked for explanation, she just kept repeating that we were pro-rated because we were activating before our first billing date. Now that I deal with pro-rates all the time at my job it makes sense, but asking for an explanation on pro-rates is super valid and she clearly didn't want to make the time. She also claimed that the insurance charge, since already paid for, was not refundable, even though it was T-Mobile's fault. Did she ever call customer service? Nope. I'm sure if it was Juan helping us, we would've had a completely different result. So Juan is amazing, I would call ahead and see if he's working there before you stop by if you have any issues needing to be resolved. If you see a white girl with spider eyelashes and blue eyes, her name possibly starting with a M? (she miraculously had her name tag when we came back and were being helped by Juan), ignore her like the plague. You'll just get a bunch of "No, we can't do that" and "I don't know what you're talking about..." until you want to quit the goddamn plan and walk over to Cricket (which, if not for Juan... may not be the worst idea). I better see Juan with a goddamn manager name tag the next time I swing by. read more

Candy, the manager of this store, really impressed me. Last week, I switched to T-Mobile but something went wrong with the "port" of my number from my old carrier. She was tremendously professional, sympathetic and helpful in resolving this problem. The moment I walked into the store, she greeted me, explained the waiting process, and put my name on their list. When it was my turn, she listened carefully to the problem, immediately came up with a creative solution, and efficiently put it into effect. A week later, when my phone arrived, I called her to finalize the activation of the new SIM card. She remembered me, solved my problem, and expressed concern about whether my wife's phone was working. At that point, I wasn't yet sure. At the end of the day, she left me a message saying, "I haven't heard from you but wanted to make sure your wife's phone is working. This is my last call of the day, but if you need to talk to someone, here's who you can reach tonight." In short, her service was way beyond what I expected, and certainly far above what I normally receive from large companies. read more

I'm revising my review from the lowest possible to 3 stars. My problem has been resolved because thanks to my previous Yelp review, a local store manager took responsibility for resolving my situation and made it happen. If you have a problem, ask for Francesca, she'll take care of you. I give 3 stars instead of 4 or 5 because it did take several months to get resolved (which was not her fault), and because prior to my previous review, a regional customer service rep told me there was nothing to be done to resolve the situation. The moral of the story for me is that there is more integrity and respect for the customer at the local level than the corporate or regional level. read more

I've worked customer service all my life & my standards are very high. This store was great. They really worked with me to find the cheapest solution to replacing my banged up, cracked phone. And when for convenience sake I chose to replace my phone with a newer model, they made extra sure that's what I really wanted ( I did) and got me set up in no time. They were courteous to a fault. read more

Thank you to Angel. Super helpful and pleasant. I vote you to be the employee of the quarter.

I bought a flip phone advertised as compatible with TMobile. My assistant took it into the Shattuck store to inquire about a simple plan that I can use only in emergency. The representative offered an UltraMobile plan and SIM card that seemed perfect for my need. The representative was kind enough to install it into the phone and said we should activate it online. Sadly the UltraMoblie webpage said this plan was NOT compatible with this phone, so my assistant returned to the store only to find the manager was unwilling to give a refund even though this store recommended the plan for this phone and even installed the SIM card. read more

Lady in the store was very helpful but the guy in contact with walk-in customer wasn't quite friendly.

I barely survived a "First World Problem" before classes at UC Berkeley! My iPhone slipped from my hands and landed on its left upper corner on the floor. And the screen went black! Mon dieu! I lost my connection and ticket to the world! I was so upset, I could barely function. I sent my GSI an email that I would not be in due to an emergency. It is an emergency--I had to make arrangements to get a replacement phone! I checked the Yelp app on my mini Samsung tablet as to when Berkeley's T-Mobile would open for the day's business. 10:00 A.M. Arrgh! So I hopped on the bus and got off right in front of T-Mobile. And waited patiently for the doors to be unlocked. One of the associates was wiping down the glass doors. I asked her (through the door) if there was any way I could get myself on the list. She informed me it was first come, first serve, yet she believed I would be attended to first. At about five minutes to ten, the manager opened the door and told me that I could come in. I guess I must have really looked so miserable. I was attended to by one of the associates, John. I informed him about what happened to my mobile phone landing on the floor and the screen going black. He gave me the toll free number for Assurant Solutions, the insurance carrier so I could get my claim processed and a new replacement phone sent to me. I was not in the mood and up to dealing with the phone tree. I asked John for help in bypassing to reach an associate. He instructed me to press "0" to reach an associate. An enthusiastic associate named Ralph came on the line. I explained my dilemma and I needed a replacement phone. It was going to replace a phone I had acquired with them before. Unfortunately, I had to pay the deductible, that was the bad news. The good news, and just for me, I was getting a replacement iPhone 5c in blue with 32GB. Wow! Cor! I could live with that, getting an increase in gigabytes. More room for photos and apps. And there was the possibility of getting it as soon as the next day as it would go out by 20h30 (8:30 P.M.) EST the same day calling in my claim. And if not, it would be the next business day of Monday. Great! I was offered the chance to answer a quick phone survey. I did mention if this call was being recorded, it was two thumbs up and five stars. Ralph chuckled and thanked me. I was transferred to the survey and gave Ralph high marks by pressing the number as instructed by the recording. When I hung up with Assurant Solutions, I thanked John for his kind assistance. And he responded in kind. I asked if there were any sturdy iPhone 5c cases available in this T-Mobile branch. John informed me there were none available, it was go to the Apple Store or to the Verizon branch a few doors down. Okay. I was quite pleased with my experience at this T-Mobile branch in getting connected to Assurant Solutions in dealing with my "First World Problem." I would welcome another opportunity to do business again here if given the opportunity and under better circumstances. I long for the days when one did not need a mobile phone in one's daily living. One needs a mobile these days to function in present day modern society. At UC Berkeley, they thrive on new media, socia media, texts, and email to stay connected. I was falsely accused of not being a new media person, I was more of a film person. I do believe the accuser sees me quite differently now, and is singing a very differnt tune. Perhaps like the song in the last paragraph. Here is Weird Al Yankovic's "First World Problems," his satirical commentary of society and the young ones' problems in the millennial era: https://youtu.be/bwvlbJ0h35A Off to Verizon Wireless I go . . . . read more

I found myself in a little pickle when I dropped my three week old smart phone from a distance of four feet onto the tiles of a bathroom floor. Not only did the front shatter, the touch screen was fried. I couldn't even turn the darn thing off. In a frenzy, I decided to visit the T-Mobile store (my carrier) after class. Thankfully, it was still open! This location is open until 8pm on most days, which is so nice for students like me who have class until 5pm. After waiting for about 20 minutes, I was helped by a very friendly and knowledgeable sales representative. I was able to check out a loaner phone ("dumb" phone, but it does the job) for $54.50 as I sent the shattered smart phone in for repair. I recently returned said loaner phone and am pleased to announce that I was fully refunded. In summary: Very knowledgeable and helpful staff, open late, but you may have to wait a little bit to be helped. read more

The customer service representative I worked with was incredibly helpful, fast and knew what she was doing. I switched from Verizon and am thus far really pleased with the price and service. read more

Stick with AT&T for legitimate phone plans. Switching to Tmobile service was the worst decision I ever made this year. The staff is inconsistently helpful- the guy who sold us our family plan was awesome but when I came in to make a claim on my lost phone, the shop rep redirected me to THREE different customer lines even though I came all the way in store to get my claim figured out. Get your s together, Tmobile. TWO hours later, it was confirmed that there is nothing the company could do for me besides an "upgrade" for the full price of a new iPhone. Upgrade, you say? Paying off my balance and not putting another dime of my money here. Don't waste your time. read more

Been a loyal customer at T-mobile for several years, but as I recently got a new iPhone, I wanted to put my old Norwegian SIM card in my iPhone 5 as a backup phone. As I was waiting in line at T-mobile, we were told that they could in fact help me with cutting the sim-card. However, when the woman behind the counter saw that the sim-card I wanted to cut was not from T-mobile, she refused to help us. She had the tool and everything ready and it would take her 2 seconds. Gave me a reason to look into AT&T at least... read more

So unfriendly. It's as if I was a bother to come in and ask questions about tmobile and it's services. Really unpleasant staff. They were not busy- one other customer already who was already checking out. No excuse for their rudeness. read more

Really nice people, I know them all by name. They where super nice Is It because I left the Bastards at AT&T and came to them? Lol, I can call anytime with questions, I walk in and I treated like a friend and not a customer. Thank you Berkeley Tmobile. read more

i find myself at other bay area tmobiles. waiting for so long that i literally walk out. this has happened to me at the lake merritt store. this happens to me every time at the valencia st store. never had to wait. they have never attempted to up-sell me. best place to pay your bill in cash EVER. read more

I had a terrific experience at the TMobile store today. Mathew and one of the other associates were knowledgable, efficient and super helpful. I will definitely go back to their location with any of my future TMobile needs - thanks! read more

I like this store and the people who work in it. I walked in about a half-hour ago with a phone that had died suddenly. Natasha diagnosed the problem as a SIM card that had gone to the great beyond. She fixed me up with a new card and sent me out the door with a working phone! Seriously, the employees here know their phones, and they've seen everything. You can stop in to ask questions of the wildest sort, and you'll probably get a meaningful and helpful answer. Now about t-mobile: I don't hate them, and in fact I fear the upcoming merger with AT&T. My Android t-mobile phone becomes a wireless portable hotspot at the push of a button, and t-mobile doesn't charge me a dime extra for the service. I can use Wi-Fi Calling whenever I'm connected to a strong high speed WiFi network; my phone calls and text messages are routed over the internet and piped into the t-mobile network. This is good because I'm frequently in an interior room that the t-mobile phone network doesn't reach but that is serviced by a reliable WiFi connection -- the result is that my phone works as if I had a good phone signal. Even better, I can use Wi-Fi Calling if I'm out of the country and happen to be in a good WiFi situation. When I do this, t-mobile doesn't try to charge me for international calling. Finally, my phone has a data plan with no cap on the amount of data I can consume. This feature is comforting to me even though I doubt seriously whether I'd exceed the sort of threshold that AT&T imposes on its iPhone customers; simply put, it's great not to have to think about how much data you're consuming. It's easy to find things to gripe about -- no US wireless company is perfect. For example, how come my phone is still running 2.2, even though versions of the Android 2.3 operating system have been out for months now? But basically I'm a fan. I came to t-mobile pretty much by accident, but I've stuck with them because they seem like the optimal choice. read more

This T-Mobile store is great. They guys that work here are very nice and helpful. My husband and I got two new phones and the sales person was very nice and never once tried to upsell us on anything. They even were cool about my toddler running around and touching all the accessories. I have been here twice and neither time were there more than a few customers inside and each time there has been at least three people working there. We never waited more than a minute to be helped. The store is very clean and very accessible. There is a pay-park right out the door and a yogurt shop next door...Bonus! Overall a very good experience, made the giant phone purchase not hurt quite as bad:-) read more

These guys are awesome. I chose this location because of the reviews, and was blown away by the phenomenal customer service. The manager on duty deserves a special shout out - if only I knew his name. Sorry.. read more

I recently ordered phones from t-mobile online, but found out I don't get any service in my apartment. After getting the run around from customer service for almost the entire day and using up all my minutes on the old plan, I was super frustrated. The one shining light in my gloomy day was the store manager at my local t-mobile store, Wanda. Wanda was very patient and compassionate. She even helped call the 800 number for customer service! Thankfully, everything has been taken care of now. Thanks for everything Wanda-you ROCK!!! read more

The g1's great, the connection, price, etc have all been good, and the call-in customer service is probably the best of any company, ever, but this review is not about them. The service at the downtown berkeley office is HORRIBLE. They should have just punched and spit on us at the beginning, and saved us some time. We already had arrangements made with the other office, and they just made stuff up, then lied more, even when holding a contradictory printout in their hand. This is every visit, and different employees, etc. I dont know why, every time it's a long wait and they act like a cokehead celeb talking to a papparazzi they found in their toddler's bedroom. I like t-mobile and my g1, but i'd rather walk to the el cerrito branch! I hope y'all get over it cuz that's some nasty karma yr sowing! read more

Awesome place, really friendly people and cheery mood in there : ).

Downtown Berkeley store was convenient, fast and friendly. My office is across the street and when I had a problem with Verizon, I walked over there and transferred them my service. They ported my numbers with no problem and charged me far less. Thank you to Hector and Francesca who quickly took care of things. read more

This store used to be a great store until this past spring (Spring 2018). The management team is great, they are extremely helpful, and are willing to go out of their way to help the customers with any issues they have. There is a security guard who doesn't really know how to interact with people and doesn't need to be working there. He was seen yelling and cursing out a customer this past Friday, and management didn't really do anythinh about it. read more

Went there today to get a problem fixed, said 'sims' card instead of sim, employees looked at each other and smirked. Guy who was 'helping' me was condescending to say the least, telling me I really 'had to take care of that phone' etc.. I am an university professor and he treated me like I was stupid, Since I am in my early 50's it makes me wonder how he'd treat an even older person! So I am not sure if the store encourages ageism and sexism but it was an unpleasant experience--and this is small of me, but he's sitting behind a counter, and may be for a while yet since he is absolutely clueless as to how to be pleasant! read more

This review is more about Tmobile corporate policy than the store itself although I was immediately put off by a homeless camp right outside the door. Perhaps that should be a criticism of the City of Berkeley. I purchased a phone at the store and was not told about their $50 "restocking" fee for a return even if unopened. I did not get a receipt in store and the promised email receipt never showed up. Even if it was explained in the fine print of the missing receipt, I think that such an outrageous policy should be stated verbally before purchase. I asked the person helping me if they really wanted to nick me for $50 considering that I have had a family plan for many years. Furthermore, I said that I would not be likely to buy another phone directly from Tmobile which might amount to a loss to them of something like $1000 per year indefinitely. I had to give it a try but as expected I was told that no one in the store could do anything about it. So, I am out 50 bucks for a valuable lesson, Tmobile is out much more than that (but they have not learned anything) and I will buy my phones online from now on. read more

The salespersons here gave conflicting and wrong information. Furthermore, the manager wasn't friendly whatsoever. Avoid this store if you can. read more

This store is very unprofessional. Someone named Alex saw my cracked smartphone and kept trying to get me to buy a new one by saying that my phone was beyond repair. I told her that I just wanted to purchase a cheap phone and she kept pressuring me to finance something more expensive, which my plan did not cover. Not only that, she told me that I could go to Wal-greens for a cheaper phone than what they had, but when I got there, the phones were more expensive. I returned to T-Mobile just to buy a cheaper phone, which my initial intention. I got the feeling that Alex did not want to help me, because I was not purchasing an expensive replacement for my old phone and she treated me very rudely when I arrived the second time. Maybe there are nicer associates who help customers, but I did not have the same experience as those who gave five star reviews. read more

I pay over $180 per month so I can use high volumes of data with T-Mobile. While I watch my house flood trying to get info from Harris County Flood Warning system, I am getting 300 bps throughput from T-Mobile...welcome to 1978. T-Mobile SUCKS! read more

I went to the store for three times, each time waited for 40 minutes, trying to transfer my AT&T phone number to T-mobile. Each time, they told me different things that they need from me to do this phone number transfer process. It should be an easy task, however after three visits, I still have not yet transferred my phone number successfully. A staff in the store told me that they need my pin number, guess what, ATT no longer has a pin number any more and T-mobile people are not even aware of this, they even ASSUMED that I have a prepaid plan at ATT without even asking me. Guess what? After waiting for 4 days and still paying my bills for both ATT and T-mobile ($30 each) two days ago. I decided to call customer service, the whole experience could not have been better. So, if you wish to port your number to T-mobile, plz just call the customer service, it's pretty easy and can be done very quickly. And, what the hell is T-mobile doing hiring inexperienced staff if the cheaper customer service could be a more satisfactory experience for customers? You are paying rent + Also, parking sucks. It's downtown Berkeley. You'd better walk/bike there. read more

Great return policy. Bought a Galaxy S3 on vacation in LA a couple of weeks ago, and they happily accepted a return in my Berkeley store. $50 fee for returning a used $600 phone is good customer service. Friendly people and great mood in store. read more

I have been with T-Mobile for 8 years, using up to 5 lines for home and business. Their quality of coverage and customer service have been steadily going down. There is too much small print in the contracts and a lot hidden charges. They have grown really vicious with their billing practices: they suspend the service, then to cancel it you first have to reactivate it and there are fees for both. After I finally switched to another cellular carrier - T-Mobile has been clearly vindictive with their billing. They argue that when I told them I am switching to Verizon I did not asked them specifically to "cancel" the lines. They claim that they have a recording of my conversation that day because they "randomly record calls for training and quality improvement purposes" without ever asking permission to record my voice. It takes about an hour of being on hold and being foot-balled to the next representative without resolving much. Not a good company, zero appreciation for an old customer.Two thumbs down! read more

Dec 2015 Travelling from Australia, we went to the Ala Moana store to purchase ONE phone case. They insisted on writing my name on a wait list behind everyone recontracting. I offered to give them cash, no change and I could leave. They insisted I wait in line. After 30 mins, I was served. Gave them $30 and left. My family, including my disabled son were all waiting over 30 an hour for ONE phone case which was the only store that had it in stock. I wrote a complaint to T-Mobile who responded Feb 2016 to say they will review this but nothing since. read more

This is my first Yelp review. I felt compelled to write because of the incredibly good service I received at this store. I have been a T-mobile customer for over a decade. I missed the deadline to renew my plan last fall because I was looking after my father, who was terminally ill, around the clock. I explained this to T-mobile on the phone. They told me to go to a store instead. I went to two locations in L.A. who refused to help me, in fact they told me to call T-mobile to get my plan back (the opposite of what T-mobile had told me when I called). Instead they tried to sell me a new and inferior phone plan. I was ready to give up when I decided to try one last time at this location in Berkeley. The person working there, Tony Roberts, was very understanding and took the time to restore the plan I had had for years. This is what customer service should be. read more

I am always satisfied when I leave this store. The staff works extra hard to make sure you get what you need. They seem like they really care. I usually get helped by Matthew who totally knows his stuff, and always finds creative ways to solve things! Thanks Matthew - you are awesome!!! read more

I want to rate this TMobile store five star! Michael is the person who has patiently helped to set up our new account individually for our family of four with transfer from Sprint. Owing to some complication of my phone and each of our family got hectic schedule during summer job and work, Michael always tries his best to fit into our busy schedule and went extra miles to serve and resolve problems we encountered. Afterwards, when everything was all accomplished, I found that my sim card was accidentally left in the store at Berkeley while I have returned to Fremont. Michael again patiently tried to search everywhere from shredding machine to other garbage for hours and then found it! I cannot thank Michael enough for his excellent service he offered to customers! I would encourage CAL students and people to visit Tmobile at Berkeley and Michael as you would be guaranteed for above and beyond service! I also want to specially mention the manager, Suhail, who was always there to assist with special problems. He tried his very best to offer us good promotion program that benefit customer and was always there whenever we need technical support. As a summer program director working at UC Berkeley, I have introduced this store to serve our international students over 50. They all had good review and comments about this store. Therefore, I hereby highly recommend and they wont fail your expectation! Irene from Fremont, CA read more

WTF? Super rude, looked at me like I was an idiot, for not understanding there shitty contact. I think the kid behind the desk was 17 at best. read more