This is the best T-Mobile I've ever been to. Super friendly and professional. The signed us on a waiting list after diagnosing my cellular situation and then saw us after a few minutes. read more

0 star: Bad experience with Veronica who IMO does not know why human smiles or laughs. Come on , TMobile is totally different from DMV... 1 star: the manager who friendly welcomed most of customers 1 star: nice clean location. read more

Worst service ever!!!! Don't go to Matt. He doesn't know anything. We wanted to do a simple change of members of family plan, after 5 times going there, he said u should pay termination fee!!!! Not even leaving t-mobile! And also he wanted to sell us four new simcards!! Complaining about his service, we wanted to talk to supervisor, guess what. There was no supervisor! read more

First off I should never have left verizon, they may have more pricey plans but at least they don't charge you full price for new phones when you are on a two year contract. Plan= 49.99 two lines unlimited everything.. Plus phone $150 advertised + two year contract +(what they don't advertise) $15 month untill full retail of phone is paid $500.. Second, the female sales rep I dealt with signed me up for shit I didn't want, she didn't port my number correctly so 3 days later I had to call in to get it fixed. She signed me up for insurance, 5gb data for some rebate I would come to find out on our bill. Etc.. I wouldn't be surprised if she's since been fired, she seemed to be on coke and all over the place. So for a seemingly simple switch for unlimited data at a low cost for two lines has turned into a $125 dollar a month fiasco that came to light of course more than 30 days, so can't return the phone now. Thanks T-mobile for your hidden fee's, and the used car sales approach to business. read more

After being a long time AT&T customer, this was the most refreshing mobile retailer experience! I have been to this location multiple times to open lines from AT&T, trade in multiple phones, and for billing questions when my bill didn't seem right. Each time, I was always welcomed and given a wait time if there was a queue (I came on regular days as well as busy holidays). The STAR of this location who I've been fortunate to have helped me on every occasion is Jose Diaz! Coming from a customer service background, I know customer service when I see it. Jose is professional, courteous, and goes out of the way to answer all my (very complicated) questions and got me 4 new lines and 3 new phones with trade ins. Mr. Manager, give this man a raise! read more

Disorganized, and chaotic. I walked in on a Friday at 6 pm. All the workers were occupied. I was asked to put my name on list and wait until I was called. Four people walked in after me and for whatever reason all four of those people were attended first. I thought it was probably because they had issues that could be resolved faster, but it wasn't. I finally asked how much longer I would have to wait and they said I was next. A short while after, a couple walked in and sure enough they ended up being helped before me. So I left. I spent 45 minutes waiting and wasn't even helped. I suggest you go to another store if they're busy. read more

Worst customer service. They make you wait for 30 minutes while they make small talk and drag out sales and simple transactions. They finally told me to just call the customer service line. Spend 15 minutes and drive to another T-Mobile location to save your time. read more

Most Horrible customer services experience. All I wanted to was to purchase a phone that I can afford. I went in and sales person was trying to push the most expensive phone ($600) on me. I explained to the sales person that I could not afford to spend that much money. He did not seem to care what I needed and what i could afford. Also, the sales person was very dishonest about everything, from what they stored carried to offering me free merchandise, if i purchased a certain, but added the free item to my bill. I was there for over an hour trying to get a phone due to my phone being broken. At the end, I ended up purchasing a phone due to needing to call for a doctor appointment. An hour later, I went to another T-Mobile store due to not wanting the phone. While at the other store, the person failed to inform me that I was charged for the free item, after i explained to him that i received item for free from another store. I called customer services to report the horrible customer service, but was told "sorry" that was it, but I inquired about my bill and found out it was $14.00 more. I was informed that T-MOBILE AUTOMATICALLY CHARGES CUSTOMERS $14.00 FOR PHONE INSURANCE WITHOUT ASKING OR INFORMING YOU OF THE CHARGE. CUSTOMER SERVICES REPRESENTATIVE STATED THAT THE SALES PERSON SHOULD HAVE INFORMED ME. OH! AFTER 14 DAYS THE $14.OO COULD NOT BE CANCELED FROM YOUR BILL!!! BEWARE AND ASK QUESTIONS! AFTER THIS EXPERIENCE, I CALLED CORPORATE CUSTOMER SERVICES AND I GOT SOME HELP AND I'M NOT SURE HOW TRUE THIS IS, I WAS TOLD THEY WILL INVESTIGATE THE STORES AND SALES PERSONS. I WILL NEVER TRUST A SALES PERSON AT ANY MOBIL STORE. NEVER. read more

Do not trust any words of MATT if you want to save your time... Why?! We went on Saturday after waiting for almost 20 minutes(no complain, it is normal)... He told us the activation team is close come back in business hours, we accepted and left (our fault!! Because we trusted Matt's words!!!) When we went I the business hours at the end of the changing of responsibility Matt said we have to pay $600 for the lines!!! I knew it might be wrong statement from him and we decided to go to other t mobile branch in San Jose north in 1095 E Brokaw Rd #50, San Jose, CA 95131,(408) 755-2203 they explained us everything and we got everything done in out of business hours without any penny termination fee!!! read more

Since switching over from Verizon we have been so happy with our service from TMobile and especially with Nick the representative that has been helping us throughout this whole process. We come in and always ask for him and he definitely does his best to help us, would definitely recommend this store. read more

This T-Mobile has given me a very hard time with everything I need to get done here. They gave us wrong info about jump, they said they would be able to transfer my phone number to another phone but they didn't aNd tried to say it was my fault for misunderstanding. my boyfriend and went in together and even he heard them say that they could transfer the number. My boyfriend also has T-Mobile and he ordered the new iPhone. One of the employees forgot to send in his electronic signature so it cancelled the order and is now pushed back another month or two before he could receive it. it is just a hot mess over here. Only the managers know what they're doing, but none or most of the employees don't know what the heck they're doing. read more

I was waiting in line for more than 20mins.... 3 sales are talking to customers but some are more like chit chatting.... it ia kinda unacceptable... Appreciate their patience to customer, but does it really need over 30mins to serve one customer? Seriously? read more

This store has the best representatives to help you! I have gone to this store since it was Sprint, (for years) and the employees have always been so knowledgable, helpful, patient, and I believe have the customer's best interest at heart. I want to give a special shout out to Dulce, she was so helpful and pleasant during my interactions with her. She really took care of me!!! read more

The only reason I can't check "zero" stars is because that option is not available. Totally useless customer service. I kept repeating the same question and kept getting the same answer, which was: "I've already explained that to you"....which he did not. Facts: my prepaid plan includes the entire continental United States. Recently, I was asked to pay an additional $0.01/minute for calls to 712 and 605 area codes. The T-Mobile customer service rep said these area codes were not included...and kept repeating that answer...although they are in the continental U. S. read more

Well, the manager had a great attitude. He wrote down my name and had one of his staffs call me when she was available. That staff had no idea how to deal with the program that t-mobile is running. Which is fine, but she didn't ask for help nor call the customer service center to find out. She simply told me she could not do it at her store. I eventually got everything taken care of at a different store. I meant, it's ok if you don't know how to so it, but it's not ok if you are not willing to do it. I might go back to that store but stay away from her. read more

So, this review is partly for the Hamilton T-Mobile, but mostly for T-Mobile in general. For the most part, I was satisfied with the service I had from them (just a hotspot, no mobile/phones). Customer service over the phone was fine, never had a problem with the device, etc. That's the only reason why this review is two stars instead of one. HOWEVER, upping my data for the hotspot is where things got shady. SUPER shady. So I go in to up the data from 5GB to 9GB. I was informed that the "easiest" way to do it was to "cancel" my existing account and open a new one. Didn't have to change my info/switch devices/etc. so I figured if it's easier for them, whatever. Didn't seem easy to me after five phone calls and thirty minutes, but again, whatever. So three weeks goes by and I start getting calls from EOS CCA. A pre-collection agency. Telling me I have a $30 debt with T-Mobile. WTF? I called customer service and went into the store and, because I had a "new" account with them, was told I didn't have a $30 outstanding balance. Because technically, my account was paid up; they couldn't see the "closed" one. Freaking out, I called EOS CCA, thinking someone had stolen my identity or they simply chose my name out of a hat to make my life a living hell. After almost an hour on the phone with the agency, two T-Mobile representatives, and one T-Mobile supervisor (all of whom seemed super sketch. I didn't think I was legit talking to T-Mobile for 90% of the call), I finally found out that when the guy in the Hamilton store "cancelled" my account, there was a $30 balance plus an extra $5. AND NO ONE TOLD ME THAT. Not the guy in the store, not the phone customer service people, no one. I was told I should be receiving the bill for that amount this week, and the $5 bill next week, and I had until March 19th to pay or else it would go into actual debt collections and start screwing up my credit. When I asked the supervisor (who was the most helpful person I'd encountered on that phone call, which isn't saying a lot) why my account was sent to pre-collections a full month before I even received a paper bill in the mail, she couldn't answer me. Let me say that again: *They put my bill in pre-collections and started harassing me over the phone and sending me letters, before I even received the paper bill in the mail to let me know I owed them anything.* They claimed they "couldn't get hold of me" because I didn't have a mobile number with them (my Verizon one is on file) and email just, what, exploded? Took a holiday? Again, no good answer. It was bullshit all the way. I finally managed to scrounge up an old bill and took the old account number into this store to pay the stupid bill. It was over in about five minutes. Why the hell couldn't you have made it that simple when I originally "cancelled" a month and a half ago??? Suffice it to say, I am cancelling my hotspot and will never utilize T-Mobile's services again. If they're this shady and underhanded when it comes to billing/cancelling, I don't want anything to do with them when they're smiling in my face and lying through their teeth telling me they value my service and they're so happy to help me. Hell no. read more

My Visit to this T-Mobile store reminded me why I have decided to stay with T-Mobile ALL THESE YEARS! & it's is simple because of their T-Mobile Reps in the store. Kayla & Ariya where awesome and knowledgeable.. I mean they are great sales representatives that make your company look beyond awesome. If they where to sell me a rock I would have bought it! Their demeanor and attitude is everything it's beyond positive. I will continue to go to this location from now on.. read more

Very unprofessional. The sale staff helped another customer who came in after me, and when it's finally my turn he was talking to another customer simultaneously. Horrible customer service. read more

Christian was a super help. He knew what he was doing and really took care of my family. I appreciate that he sold our problem at a difficult time. read more

Thank you, Gabriel, for your fanatic customer service knowing that I will most likely not buy anything from you. I needed to unlock a T-Mobile locked phone and was not happening. I needed a T-Mobile SIM card to proceed on setup screen of my phone. Previous night I had gone to the Milpitas branch and I was told they did not have any SIM card in store - audacity. Coming back to Gabriel, he took time to help me work through the process, called his service support to verify that phone was valid, and what steps need to be taken to unlock. Walked me on the process as far as he could. Eventually, there is a 24 hour delay in the process. So even though mission is unaccomplished, I leaving on a happy note. Thanks to Gabriel. Keep it going. After my previous night's experience, perhaps a hyperbole but, you have restored my faith in humanity. PS: I am writing this review from the store before leaving. read more

I needed to switch my service from sprint and I chose T-mobile because I have heard nothing but good things about them. Carlos was completely amazing, super helpful, incredibly patient, very kind. He answered every question I had and dos everything possible to make this interaction as seamless as possible. I will definitely be coming back and hopefully Carlos will be there every time! read more

I feel a bad review coming on. I don't understand why listening skills these days are so hard to come by. I don't regret saying this, because every time I call this store, I have to repeat myself several times. I specifically told the sales rep (#2621962) that I wanted to KEEP my current phone number when switching over from Simple Mobile to T Mobile. No problem, she says. What does she do? She switches out my 415 number to a 408 number to a completely new number. I really needed to keep my original number, that I had given to all of my contacts.. the same number that is on my business card. WTF! To top things off, when I call my old number it does not have any forwarding, or way of being directed to the new number. No way to leave a message. When I call my original number, it says "at the subscribers request, this phone does not accept incoming calls" LAME. Called their retail location. The phone just rings through. No way to find out what their hours are by calling. Not a good experience to start. Hopefully they can fix the problem and get my old number back. I've called T Mobile support and now have to wait another 24 hours for them to switch it back to my old number. All of this could have been avoided, if the rep in the store had just listened to what I asked for. Totally aggravating. UPDATE- they fixed the issue and I have my original number back, but I lost about two days without it. I went back to the store to top up my "pay as you go" account. My basic plan is unlimited talk / text / web" for $50 a month. I can add the service of calling internationally for $10, but this extra $10 only applies to landlines and texts. Seriously? Everyone uses mobile phones these days. Wake up T Mobile. If I add an extra $10..I want that money going towards calling to a mobile phone. But no, I have to add an extra $10 for international, and then add another $10 just to use towards calling a mobile international phone. So...the total bill comes out to $70 a month. To top it off, I paid my bill for the month, made an international call...and the next day my phone completely stopped working, and I kept getting texts saying the bill was overdue. Again - a bad customer experience. Is anybody at T Mobile listening? Hello? Instead of just cutting off the service completely....a courtesy warning would have been nice. Why did my phone get cut off...even though I paid the bill? The way it was explained to me by the staff at the Campbell store, is that because I made an international call, it was charged to the payment I had just made, causing the balance to be lower than the $50 payment? How is that possible? I doubt I used up $10 in credit. Even if I did....what should happen is this: 1. A warning during the international call saying "your credit is low. This call will be cut short in two minutes unless you add credit" 2. International calls stop, but the phone still works for national and local calls. Instead...they friggin completely cut off the phone so I have NO service, after I have just paid for service. I called the store yesterday and got this sorted out. The rep I spoke to added $10 to my account. Now...I don't know what that $10 was for, because I now cannot make international calls. It's as if the $10 was never added. Can they do anything right? I've lost faith. read more

don't go this store and meet a person named YEMI!!! sale ID 3515091 horrible!!! i told her no charge me for protection fee, she charged it! She asked me about 3GB for data plan, I refused, but she put additional charge!!! and then she charge also for LOGITECH X100 SPEAKER YELLOW, lucky me, I saw it but, she cancelled, but, my bills came with that charge!!!! ALL TIMES SHE CARES, DID HER JOB AND TEXT AT SAME TIME!!!!! WORST SERVICE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! read more

I have never had a bad experience at this particular location. I really wish I could remember the employee's name who has helped me and my family twice on different occasions. He was beyond helpful with my selection of phones and he worked out wonders with upgrading my account. Not to mention he was able to save us a bunch of money on our monthly phone bill!! read more

Visited on weekend. All staff were too busy to even take my name to put me in the queue even though there were at least 4 staff there and only about 6 customers. Further one actually asked if I they had taken my name and when I said no that they would do so shortly. 5-10 minutes later they still did not take my name and seemed oblivious to it and ignored me when I approached the kiosks. I had a simple question that would have answered in 1 minute and resulted in a quick phone purchase or not if the did not have it. Unfortunately par for the course at most of these phone stores. I just ordered the phone online direct from vendor. read more

Billing was as promised and my phone case and screen protector was added on to split payments with my bill which my old provider never did for me, really convenient and the phone itself has been great! read more

I came in late at night. 4 employes, 2 customers including me, and i had to wait for 10minutes. I was returning cases I purchased that ended up not fitting my phone. I got the store manager who was rude, un-helpful, and looked at me like I was dirt. If I had T-Mobile as a service provider I would've called and cancelled immediately. I also needed car chargers and cases... You just lost a sale. Worst customer service I have seen in a LONG time. read more

Horrible service. Previously I had good experience with T-mobile in Mountain View, but this store in Campbell has absolutely horrible service. I went to get an app fixed because its volume was stuck on low. The employee comes to greet me and put my name into his tablet, and then tells me he cannot help me because "he's with another customer". He then moves on to the next customer in line behind me and starts a long conversation with him about the problem he's having. In the meantime, another employee is dancing to the music playing over the speakers. I then tell the first employee why he's not addressing my problem and again he tells me "he's with another customer" (someone besides the one behind me in the line). At that point, I just left. read more

I bought a phone last year and service to. I needed service that I could easily use in the U.K.. My assistant is Veronica Palafox-Reyes gets a gold star for customer service! Veronica went the extra mile in getting me set up and tailoring the service to meet my requirements. She is truly awesome! I hope her managers see what I see and promote her. She is all about the customer and providing the T-Mobile added value. If I were her boss, I would set her up for management and contribute to her education. I have been back since and still get the great service. She recognizes me and builds on the relationship, and makes sure the charges on my service are appropriate, and I have the services I need. I will go back again! Thank you. Proof positive after reviewing some of the other yelps (no customer wants to be invisible!). Hiring and nurturing the right people is vital to any business! When you get someone like Veronica, duplicate her, acknowledge her, and advance her. Yes, and pay her for it to. She is worth it!!! Make sure male egos do not get in the way of a successful business! Cheers, Elizabeth read more

I had anxiety about going into this particular t mobile store. My past experiences had been dreadful. I would drive miles to go to another one. I had a really great experience the past 2 times now. I guess they did some employee house cleaning after they changed the store around. My phone needed to be replaced and the first day I came in the young man who helped me ordered my new phone and was very helpful. I received my new phone and I needed some assistance with getting some data off my old phone. Not all my contacts synced and things like that. CLAUDIA B. helped me. She didn't try to rush me or treat me like my needs were unimportant (the usual treatment Ive experienced) and she was able to help me Claudia noticed I didn't even have the correct SIM card for my 4g phone when I bought my phone(s) they put in 2g cards...explains some other issues we were having. She helped me by putting a new screen protector on, which if any of have tried ...sometimes it is more stressful than anything then you ruin the darn thing. She was very pleasant and polite. Thank you for the Help Claudia after being sick for a week it really made my day. The only negative thing I could say is not about the service. Being a person who pays cash I can not buy a lot of the accessories for my phone in the store . I have to go online. I would have love to be able to walk in an purchase what I need. They have the "store" so empty, yet won't carry anything but the newest stuff in the store. My phone is only a year old. But accessories not available there. read more

I worked with Bryan A. of the East Hamilton T-Mobile office. He was great. Helped me configure the email connection to my phone. I appreciate Bryan's help and excellent customer sales skills, read more

I pre ordered my galaxy s6 edge. Received my phone in the mail today. I went to the nearest t mobile store. I was greeted right away. The lady that worked here was very helpful and activated my Samsung phone. read more

My husband and I came in to invest in new phones. Yemi helped us and was really patient with all of our questions. We have children and wanted something new and durable. We were so pleased with her service and outstanding ability to both educate us and get us to our new phones. We didn't realize it was closing time and she still had the patience and smile to get us the products we needed. I think every retailer needs a Yemi. I recommend switching to tmobile and visit Yemi she will make your phone shopping experience easy and enjoyable! read more

Extremely impressed with the customer service at this location location! I have been with T-Mobile for over 10 years and I stay because of the customer service and this location exemplifies that! There were other stores that were closer to my office, but I had read the reviews about this location and how the staff really worked hard for the customers so I took the extra time and went to this location. The customer rep, Joana, and store manager, Evan, were very patient with me and my request and ensured that I left a satisfied customer. If you need to go to a T-Mobile, I would highly recommend this location. read more

If I can give zero stars I would, thanks to your a attitude you lost your commission . If you don't like your job that provides customer service then this isn't a job for you . Everybody please do yourself a favor and go to another T-Mobile that actually wants to serve you . The bitterness is too real here ! read more

Went in to get a loaner phone since the screen cracked on my Nexus 5. Service was extremely cordial and prompt, in and out within 10 minutes. Bryan was great in explaining everything to me -- wonderful experience overall. read more

Went in the other day not sure if I was ready to part with my android. Luckily I was greeted by a very nice girl. Sara explained how simple a iPhone is compared to a android device and it just made sense to go with a iPhone! She told me about their Jump program and how I would be able to upgrade my phone after I paid half, along with a protection plan. Which it's awesome since new phones come out every other month. Feel very confident switching to a iPhone since if it doesn't work out I can always go back to an android. Will definitely be back to do business! read more

I've been meaning to join Yelp & write a review for a couple places, but when this T-Mobile mentioned their Yelp page I wanted to join Yelp and make sure I write my first review for them for sure. This store is incredibly accommodating and made switching carriers definitely the right choice. Switching over in my particular case was a four day ordeal because of my credit and what not, and Andy at the store went above and beyond excellent customer service helping me out. He was also very knowledgeable about T-Mobile's products and services. The last day I was there I was still in the store a little past closing, and the associates in the store were incredibly nice, not at all making me feel rushed. I'm incredibly pleased with the amazing customer service I received at this store. read more

Claudia is the best!! I've been a t-mobile customer for 10 years now and have unfortunately never gotten great service at any of their retail stores. I came to this store in tears, frazzled as my fairly new phone which housed priceless pictures/videos of the first 7 months of my baby girl had crashed. Claudia spent an hour with me trying to retrieve the pictures and she did!! She also patiently showed me how to navigate through various settings on my phone. I now know the importance to following through with all the updates, and backing up all my pictures and videos. Thank you Claudia for saving these precious memories of mine!! read more

Other reviewers are right, customer service is really lacking at this T-Mobile. Yemi is the gal to avoid... I have a family friend visiting from out of country for about a week and wanted a prepaid service. I decided to buy a SIM ahead of her arrival to save time, so she won't waste half of day at the store. I waited close to 45 minutes, only to be told they don't match the deal running on their own website for the SIM card. They insisted on selling me a phone and a plan and then will provide the SIM for free, even though I mentioned it's for a visiting friend who is not here yet and who is bring an unlocked phone. The whole thing feels very shady like you are wheeling dealing with some character off a street corner. If I wanted to buy a phone, I could have gone to many stores like Target and Walmart, that carry prepaid T-Mobile phones and wouldn't have to wait 45 minutes. Don't waste your time here and go to AT&T or Verizon where they actually care about and want your business. For a company that is forced to lower their plan pricing due to poor coverage, these people sure have a lot of attitude. read more