Absolute great customer service! Leo was awesome along with Alejandra. I'm probably the worst customer ever because I don't know crap about phones!! Not once did anyone try to up-sell me on anything. Leo basically gave me a tutorial If you want to switch plans or if you have T-Mobile, go to this location. Thank you Leo & Alejandra! read more

Now this place right here they put me talking I can't remember to get a phone it took the girl over an hour and a half just to even run my credit I was sitting there so long that I wind it up just leaving okay it wasn't even worth it it was like she was brand new and you know I'm sitting here wasting my time I walked out without the phone because it was taking so long this place don't waste your time and you won't be in there forever and you don't want to be sitting there forever just to get a damn phone I'm telling you but this is Barry when I'm experience place and then you may say sorry you're nothing an hour and a half it don't even take that long all right I suggest you go to another T-Mobile store it might save you a lot of time and effort cuz some of them don't know what they're talking about and she surely didn't wasting my time read more

What a complete turnaround! My previous experience with a couple of staff members led me to give a 1 star review (I rarely do that). I decided to give them another shot and very glad I did. I worked with a rockstar staff member named Casey (ask for him), who spent tons of time educating us, answering lots of questions, helping transfer data and port numbers from a different provider, etc. Casey totally went above and beyond making the experience great! Happy new customer read more

I wish I could a 0 star for bad customer service. I was placed in a 45 minute. I was helped by Jesus and he tried to help but couldn't. The manager of the store was rude and u helpful. His name was Eric. I would suggest going to another store. read more

T-Mobile - Mobile Phones Near Me - Chula Vista, California

Set an appointment over the phone yesterday with one of the reps to pick up a Samsung watch today at 12:30. When I got there I was told that they didn't show an appointment. Alberto was more concerned about the style of mask I was wearing that apparently made him feel uncomfortable than taking care of why I was there. If I could give less than 1 star I would. read more

Walked in and came out with a big smile on my face. Complete savings exceeded my expectations. Complete warm welcoming and hands down 100% excellent customer service!!! I am glad I came in today. All of this is because of employee Priscilla. She deserves this review acknowledgment and more!!! Managers you are lucky to have her!!! I recommend everyone to ask for Priscilla for help at this store location. You will not be disappointed!!! read more

Ummmm try to avoid this location. The "manager" tried his hardest trying to convince me to keep a defected phone since he didn't want to exchange it. So irritating I swear! If I can give this place 0 stars I WOULD! Unfriendly workers... ridiculous. Theeeee very last time I will be going here. read more

Although this store was completely swamped every time I went in, the staff was always friendly and took time to assist me with my needs. The customer service I received from this location (and from T-Mobile in general) was excellent. Everyone at this location deserves a big bonus! read more

Amazing customer experience but the service is like ordering a steak and getting a McDonalds burger patty. read more

T-Mobile - Tested speed with T-Mobile - Mobile Phones Near Me - Chula Vista, California

Awful is an understatement. My husband went in because his iPhone 8 updated and wouldn't stop rebooting - he went in with the intention to pay off the phone & upgrade to a 10 but keep the 8 and have it repaired by Apple so he didn't loose all of his photos. The expectations were clearly set. He owed $174 on the phone but instead of paying that, the workers finagled some scheme to get him to pay $171 so he could "upgrade". Come to find out that he was charged for the phone no longer working and a cracked screen. What sense does it make for him to pay a broken phone fee and turning it in instead of just paying the phone off and keeping it for himself?! It's a 3 dollar difference. Store workers acted like they gave him a huge deal by saving him THREE dollars. Lost the phone & all the data. Plus our $171 for nothing. Tried to pay the difference to get the phone back once we realized what happened and they refused because it was already in inventory. The gentlemen working said since the phone was not powering on they wouldn't be able to wipe it, which made us feel so uncomfortable. Very unhelpful and left feeling totally taken advantage of. Contacted Sprint/T-mobile customer care and was told that the way they conducted business was not to their standards and received a very heartfelt apology. Been a customer with sprint for 12 years now and really do like them but would absolutely avoid this retail store like the plague... or like COVID. 0/10 would not recommend this store. read more

Great customer service! I walked in and right away someone checked me in. They showed me how I can put my name on the list online too! Priscilla and Arvin were super helpful. Thanks! read more

Amazing customer service even thought the main 4 representatives were busy with other clients one of them pulled me out of the line with an ipad and helped me out. I had some questions regarding my phone bill and wanting to add features to my plan. The representative was very helpful and never tried to sell me an upgrade or anything like that. It is very obvious a representative that tries hard to make the sale to get the commission. I simply came to ask a couple a questions about an plan upgrade and the representative gave me the information with out trying to sell me the upgrade. I will definelty come back again to this location. read more

T-Mobile - T-mobile - Mobile Phones Near Me - Chula Vista, California

Quick update: sometimes a little complaining will go a long way! Especially when you know you are right! Got T-mobile to fix their mistake and will be getting my rebate. That's right!! Now I won't have to go Buckwild on anyone. read more

Sandi S. Dreading going into any T Mobile store, waiting for a service tech to be available on 1-10-19, I was quite surprised. I have a new, very expensive Samsung Note 9 phone. Everyday, I had thousands of pop up ads. Couldn't finish one text, email etc. I couldn't just skip it, I was forced to tap on each ad X, in order to finish whatever I was in the middle of. As soon as I entered the store, a nice young man greeted me with, "Hello, someone will be right with you" Within 5 minutes of entering the store, a tech, Alvaro Espinoza, greeted me with "Hello, how can I help you?" I told him about the ads, and I was thinking about throwing my phone in the trash. I had spent weeks & hours on trying to fix this myself with t mobile Internet, self help, uninstalling apps and on and on and on. Alvaro Espinoza told me, "Oh, that's an easy fix." So he did in less than 5 minutes. I could have saved a lot of misery, if T Mobile had this information online for tech challenged customers. Problem was, all the free apps. that I installed. Amen. Alvaro told me all of those free apps I already had with my Note 9. Duh!!! I was in and out of the store in 10minutes, a happy customer. Thanks to Alvaro Espinoza. Sandi read more

Today, Friday, September 25th, I went to T-Mobile on Otay Lakes Rd. And was met by a man in a Pink shirt no name tag, asking me what he could do for me. I showed him my screen protector that T-Mobile order for me to have replaced. He said, hold on a second and started walking around and talking to other people. Once he returned, he went to put my name in the Ipad and said, we have a bit of a wait. I asked how long, he asked like he pushed something on his ipad, but he didn't, I was watching him. He said, 1 ONE hour. I waited 10 minutes for him to return to me and I watched a gentlemen walk up after me be helped right away. This location might not be the best place to be helped. I did ask for his name he said, Alberto grabbing his chest as if he was wearing a name tag. Save your time, avoid Alberto! read more

I went and bought a new phone and spent $750. The hour I waited for my turn was fine, but when I got my phone it took them 1 hour and 10 minutes to setup. Ridiculous! When I asked if they can at least hook me up with a case for the inconvenience, the manager Noe showed me cases that "were on sale" for $20. I looked at the price and it was $19.99 and I said how are they on sale when it says $19.99. He said well its cheaper then the other ones. I said can you give me a deal on the case and he said no.... first and last time I'm going to that store. Very poor customer service. read more

I have been at the store for over 45 mins and this is the worst experience. Rude employees. Speaking Spanish about me in front of me not knowing I understood what they were saying and I left without my problem being resolved. Will not go back. read more

The team is really friendly and all but they are not very efficient. Had to do a warranty swap and after 3 failed transfers and two days without my phone my patience is running thin. The first transfer failed because they never entered my passcode. The second failed because somebody cancelled it on accident. The third went through but for some reason an employee took the case off my phone and put it on the other without telling anyone. So they wiped the new device and handed me back my old one. The transfer took 4 hours and they offered to restart it 2 hours before closing. Now I have to come back next week and try again. Can't even back my stuff up cause the port is broken, hence the warranty exchange. Have to sit around and wait for a fourth time. The manager Adam was really apologetic and tried to make it up with a credit to my account. 3 days without my phone is worth more to me than $25, sorry. However he knew his stuff and was extremely attentive, promising to see the transfer through personally and giving us his hours and business card. He's the only reason this is a three star review and not one! read more

Want to say associate Casey very friendly professional and knowledgeable! Received my replacement phone was having trouble setting up and I walked into store was greeted and checked in by Casey . Explained to him what issues were and he handle each in everyone and soleved all 4 for me . The most challenging one was setting up my cox email , he was patient and willing to learn with his manager Mario next to him to troubleshoot as a team and eventually was set up and resolved . Mario a good hands on manager who over sees staff in a friendly approachable manner and willing to help when needed to resolve a matter in a team environment professional . Thank you Casey and Mario for your help in resolving my issues with setting up phone and tackling all four issues at hand . read more

I called to be removed from mailings as I'm not a customer and won't be in the future. I spoke with someone who took my info then had me on hold saying they had to speak for approval. I waited for him for over 34 minutes. All I wanted was to be removed. Very poor customer service. Rude. The man barely spoke English. Seeing as he is hire to speak to people, this should not be an issue. Regardless, he leafy me holding for WAY TOO LONG. read more

Straight garbage. I walked in and no one greeted me nor told me they would be right with me in a minute. I waited for ten minutes and still no service. read more

After being with att for almost 13 years, I had enough. Every time I called in with a simple question I would get transferred at least 5 times and spend an hour on the phone. So I went to costco initially to check out the kiosk. The guy working told me t mobile hands down had the best service. So I decided to switch. Unfortunately, he wasn't able to finish helping me. He had run out of sim cards and sent me over to the t-mobile store. When I went in the store I actually wasn't thrilled about the service. They tried to charge me tons for add on products in order to waive fees that I was told I didn't have to pay. It all came across as a little shady. The person helping me was also discussing the bonus tiers, which I found super unprofessional. I work in sales and make great bonuses, but I would never ever discuss it in front of a customer. And I certainly have never discussed my bonus amount or structure. So it really didn't start off that great at this store. But I figured my bill was cut in half so even if their service ended up being as horrendous as ATT at least I was saving money. I've been with tmobile about 6 mos and I have called the 800 number several times with questions. Every person I talk to has been extremely nice and helpful. I have not been transferred a single time! If I have to wait for a rep they will call me back so I'm not stuck in the queue for an hour waiting. Switching to this company is the biggest time saver and money saver ever. Although the store was such a disappointment, I am so glad I switched! This store doesn't seem to represent the service tmobile actually does give. So don't let these reviews scare you off! I wish I had left att a decade ago. read more

Ask for Zaira. The Bad: Went to the store with my mom. (that's all... jk) Saturday, their network is down meaning that they pretty much couldn't do anything. Phone purchases, new member sign ups, bill pay, nada. The Good: Sunday, network is up, yaaaaay! It was really busy when my mom and I walked in, but Zaira met us at the door asked what we needed and then put us on a wait list. Told us it may be up to 45 minutes until someone could help us. 40 minutes later, Zaira finishes with her customer and we're up to bat. Got the madre the iPhone 5 and Zaira helped us figure out the best way to setup our existing plan around the acquisition. She's patient, informed, polite, and showed no wavering signs to her customer service. Conclusion: Speak to Zaira, it's like talking to a well-trained puppy named Einstein. She's nice, knows all the tricks, and doesn't bite! read more

I stopped in the other day to change my plan. I was acknowledged immediately and informed that someone would be with me shortly. After a brief wait I was called over to a pleasant young lady named Grace, who listened carefully to my request, then proceeded to help me. As a former Verizon customer of 10 years, my only regret was that I stuck with them so long. Actual phone and data service is comparable for me, and my experiences in the walk in stores have been excellent. I would give this location the nod over the Telegraph Canyon location based on my personal experience. read more

The worst customer service I have ever experienced. I will never go back to that store. I wrote a letter of complaint to their corporate office. Extremely disappointed and plan on making sure no one gets treated that way again. read more

I am 73 years old and recently acquired a refurbished Galaxy 7s that was confusing me on some of its uses so I went to this store and was immediately approached by Jesus who had a nice smile and asked if he could help me. I explained to him as well as I could the questions and problems I was facing with the phone. He was very patient in explaining in detail how to address my concerns and I left the store feeling well served and will visit this store in the future. I also walked around the store for a few minutes just to see what they had and to observe some of the employees who were helping other customers. I must say everyone seemed very efficient and knowledgeable and helpful. Very good customer service. Five stars for Jesus and the other employees in this store. I will be back. read more

Update 2/21: To get the deal, click on the special tab on Papa Johns website. You get a large two toppings for $9.99. If you use TMobile Tuesday App for 25% off with code TMT25, you can get it for $7.49. I guess you really got to read the fine print and navigate around. ---------------- Papa Johns and T-Mobile team up to mislead consumers on their deals. The T-Mobile Tuesday app mislead me into thinking I received a free large 1 topping pizza, but it was a gimmick. Because they have it under "My Stuff" doesn't mean you get to redeem it. The other deal they have is to get 25% off of your order online for carryout only. While I was at the store, I check the online price for a large one topping pizza. It was $18.95. With 25% off, this leaves a one topping large pizza for about $14. Well, the deal at the store is 2 large 2 toppings pizza for only $22. That would price a large two toppings pizza for only $11. Now, (1) why would anyone go online to order if the price is substantially higher, and (2) what's the purpose of using a coupon from T-Mobile when it is cheaper to go the store and order it there. This is not a reflection on T-Mobile staffs. They helped me get my buy one get one free samsung galaxy 7 around black friday. For that I am grareful, but I will no longer go to Papa Johns and Uninstall the T-Mobile Tuesday App immediately. All of the deals on T-Mobile Tuesday have a gimmick, do not use it. read more

I went in on a Monday right after work so they were pretty busy. Although they were busy I was greeted by two people as soon as I walked in, but before I went to the store I spoke to Casey on the phone so wanted to work with him when I went in. When I got there he was available right away. I had bought a samsung product in LA and the receipt strictly says that all returns must be made in the store I got the product from ( so in my case LA). I told Casey that I live here in Chula Vista and he was able to take care of me and get me my return with the help of his manager. Both were very friendly and helped me without hesitation. read more

I switched from sprint and this was the store I went to to do it. They were very busy but instead of waiting they took my number down and called me when it was my turn. Great customer service. No hassles. read more

My elderly, 80+ yr. old mother in law who is in a wheel chair and blind on a fixed income and speaks english as a second language, german being her first, had her caregiver take her this Otay Lakes T Mobile. She wanted to inquire as to a cell phone that she would be able to use being visually impaired. The sales person sold her two phones, neither of which she was able to use. She was embarrassed, ashamed and felt bullied into her purchase. The phones were never used, never even removed from the box, never activated, When i found the bag hiding behind some drapes I very politely took them back to the store thinking that they would do the right thing once I explainef the situation and refund her money. I was sooo very wrong!! The manager was rude, unimaginably offensive and threatened to throw me out of the store when I told him that I felt that they took advantage of a trusting, elderly, disabled, single woman. I thought that a cell phone giant like T-mobile would do the right thing and refund the $800+ she was coerced into spending from her fixed income. I requested to speak to tbe managers supervisor and he refused to refer me. I asked if taking advantage of the elderly and disabled was their common business practice. He then threatened to have me removed fom the store...forcibly. At one point he had said that everything that goes on in the store is recorded and I soooo hope that is true. Visually and audibly ... I was completely low key, thoughtful, concerned, hopeful and polite only to be disrespected, and verbally threatened with physical violence. This manager should be terminated and never again be permitted to work in a customer based business and shame on you T-mobile for taking advantage of the elderly and the blind. #Tmobile=ElderAbuse read more

I was trading in my phone at this location and was helped by Jesus S. He greeted me right when I walked in the door, all the associates were very attentive. Jesus was so patient and walked me thru everything he was doing and how long it should take. It was a long process but he made sure all my stuff was transferred from old phone to new phone. His manager Jess was greeting and helping customers too. I have had horrible experiences at the other T-Mobile off Telegraph Canyon Rd so was really happy that I had an awesome experiences at this store. Will choose this store every time. Thank you Jesus S keep up the awesome job!! read more

Clearly the person who helped me hasn't a clue about the T-Mobile line of products...like JUMP! On Demand and it still being a viable service. She was unpleasant and tried to make small talk which I was over. I have been with T-Mobile for so long, and it's unfortunate when retail sales people can't stay on top of their knowledge. Now, I realize, they don't get anything for offering that service, so if she was lying it really is more unfortunate then just being clueless...I'm hoping that she was just dense like a soggy wood board. read more

I had the absolute worst experience visiting this store. After waiting for a while the retail manager Jesse offered to help with a bad attitude and no smile (face screaming she hates her job)! Being a T-Mobile customer for 10 years, I can certainly say I will never visit this store again. Jesse made me feel terrible for being a T-Mobile customer and kept a staright face the entire time basically telling me to get out of the store. I'm extremely dissatisfied with the customer treatment. If I could give them 0 or negative star I totally would. If you want to ruin your day and feel terrible for being T-Mobile customer then visit this store. Otherwise, go to another store please. read more

I don't have a problem with the plan I have or the coverage but I do hate coming into the store, they're not very efficient and spend way too much time socializing with the customers. I spend an average of 40 min. every time I come in. Horrible service I wish I could do everything online to avoid coming here. read more

I switched from another phone carrier service to T-mobile..ive had improved connections but now my so called unlimited plan is great ..in part i switched to it because i can use it in mexico ..they automatically take their money out of your bank account great! however they sent me a text saying i use my phone too much in Mexico than the USA ..so they are permantly blocking my access while im in Mexico but they will keep taking my money..Is this fair? Im not getting what the T-mobile salesman promised. I would have never switched to T-moble its the only reason i went to T-moble in the first place i just feel they didnt give full disclosure that its "unlimited with limitations" I shouldnt have pay the original monthly fee its not a usefull phone to me anymore. I ve got to get another account to make calls and use internet. So i feel mislead by T-mobile on its advertisements about using it in mexico. Its just not what they say it is..they should make it clear in the wording that if you use it too outsde the US they will shut you off..but gladly they will keep taking your money. and they have no monthly add on plan either. When they state you can use it in Mexico and Canada unlimted "its not what you think it is..warning!! read more

Very happy with the service at this store very happy with my plan I love that my tmobile works even in Mexico with the wifi at no extra charge. I highly recommend them. read more

Great service when you're buying something new but not so great service when you need help fixing an issue, especially when they created the issue. I just walked out feeling like a number... Where's great customer service when you need it!? read more

Came in 9/26 before noon. I received superb customer service. I believe the associate's name that helped me was Alex(?). He really made my phone upgrade transition go smoothly. I came in to upgrade to the iPhone 6s and I was in and out within 30 minutes. As a long term Android user I was unsure and he answered all my questions and concerns, even regarding the upgrade policies. This store is very attentive to their customers. read more

T-Mobil gets no connection in Laguna Mountains. Very little connection up north towards Mammoth. In Eastlake CV connection is not consistent. I feel like the commercial, "Can you hear me now." Your better off texting. I returned an iPhone 6 because my fitbit app did not work on it and they keep charging me for the iPhone 6 on my bill 3 months later. Which is very frustrating. They are rude and can't help me over the phone with my dilemma. They say I have to go into the store again which I find frightening. Don't switch!! Everything on T-Mobil runs slower such a iheart radio etc. I have reflux heart burn because of the stress T-Mobil has caused me to have. read more

First off, if you're reading this with the intention of switching to T-Mobile, DON'T do it! I've had nothing but problems with them since I switched from AT&T. I pay less but the frustration from no reception is NOT worth it. Since day one, I've had issues with T-Mobile. They failed to put in a request for my current number, so instead of getting my number back (which usually takes a few hours), it took three days! The reception is HORRIBLE. As soon as I get home, it's like I live in the damn Pentagon or something. I have to connect to wi-fi, otherwise my phone is useless. Without wi-fi, I'm not able to talk or text whatsoever. Even with wi-fi, sometimes my phone won't make outgoing calls. Everytime they call me about a satisfaction survey, I tell them the reception is horrible. They always say, "We're working on it." I don't need you to work on it, I need to to actually fix it. They sent me a cell spot router to get better reception and the damn thing was worthless. I had to call back and have them send me a signal booster, which I haven't received yet. A few weeks ago, I was having some issues with my phone. It would randomly turn off and then turn back on. When I walked in the store, the girl that helped me out (Itzel....or something like that) didn't even try to troubleshoot the issue. She just backed up all of my pics and apps. The whole time, the manager had to keep stepping in because Itzel had no idea what she was doing. After waiting THREE hours, I asked if it'd be faster to buy a sim card and back up the pics. She said yes but that they didn't think I'd want to waste money on a sim card. I was waiting there for three hours and it would have taken three more hours if I hadn't bought the sim card. Why would I want to waste six hours versus buying a $30 sim card?! I told them my time is more valuable than $30, so I wanted to buy a sim card to speed things up. Of course, by that time, the manager had left and Itzel had to keep calling him for step-by-step instructions on how to do things. By the way, the whole time I was sitting there, she was busy on her phone texting and watching videos while laughing with the other girls working. Totally unprofessional behavior. It's one thing to know your job yet be unprofessional. It's another thing to not know your job and be unprofessional. They had me do a warranty claim and I received a new phone. A few days ago, I received a letter from T-Mobile stating that the phone I returned wasn't covered under warranty due to water damage and that they were going to charge me $400! I called T-Mobile to see what the deal was. I told them when I went to the store, they mentioned absolutely nothing about water damage or having to pay $400. I would have rather kept the old phone and deal with it randomly turning off versus paying $400. They told me that the rep at the store should have told me my phone had water damage and that they would charge me if I filed a warranty claim. I told them that Itzel AND the manager both failed to mention water damage or the $400 charge. I also talked to someone in the tech department that said they take pics of the returned phones (she looked at the pics while we were talking on the phone). She said it was obvious the phone had water damage because there was a red water damage indicator that had been triggered, and that I should have been informed. She said they should have told me to file an insurance claim versus a warranty claim. They told me to go back to the store and have them annotate that they saw the phone and failed to inform me that the phone had received water damage (which I still think is BS because the phone was nowhere near any water when it started having issues). I went to the store and talked to Alexa (she was nice and seemed to know her job) and Angel the manager (after having to wait because he was on a conference call). He called T-Mobile and explained that I was being charged $400 for the warranty, yet he didn't want to admit it was their fault. He said that Itzel was on vacation (out of the country) and that she wouldn't be back for another week. I wasn't having that BS! I wasn't going to leave until I got the situation resolved. He kept telling them that he wasn't sure who's fault it was that I wasn't informed (or pretty much tried to say I may have been informed and did the warranty claim anyway), which pissed me off, especially since he was the one who looked at the phone the second time I went back to process the warranty claim. So that was one rep and TWO managers that saw the phone and failed to mention water damage. He said that the other manager is knowledgeable and usually catches stuff like that. I told him obviously he didn't this time. T-Mobile had already put in notes on my account when I had called earlier, so they knew that the store dropped the ball. Luckily, I was able to get the $400 credit. It should have never come down to that. read more