Went in for their BOGO offer. Buy one phone get the second free. Leo the amazing store manager told me the promo was over. I had already bought my phone the previous day, I was just picking up the other phone for my hubby. Leo was rude, unhelpful, and a plain jerk. How he could be a manager is crazy! I then went to another store bought my second phone, then called the promo department and they gave me what Leo couldn't. The NewPark Mall store is way better! Ha manager, ya right Leo. read more

Lupe was outstanding! Having worked at Verizon for three years before making the switch to T-Mobile, he knew exactly how to make our transition seamless. Not only was one of our phones paid off, but we were able to get two new iPhone 12s AND lower our monthly bill by $100. Lupe is the best! read more

I love, love, love T-Mobile. I've been with them for 7 years, and I haven't had any complaints with their customer service. I don't always get signal where I'd like (in one of my offices, I'm basically in airplane mode) but I get great signal at home, and in most other places that matter to me. I came here to switch from a single account to a family plan, to take advantage of the 4 lines of unlimited talk, text, and data for $100 a month (which is a killer deal compared to what I was paying before)! It was a bit tricky though, because two of the people joining me on the family plan were coming from AT&T and it got complicated pretty fast. Kitilisi helped us out, was super patient and knowledgeable, and took care of everything! I considered it a ringing endorsement of what was to come, for the former AT&T customers. I hardly ever need to go to T-Mobile brick and mortars, but this is the one I'd recommend for those do. read more

First time I've ever been to this location, but I'll go back if I need face to face service. I bought a Nexus 5 from Amazon and, since I had an older SIM card, needed a replacement. I'd called the official 611 customer service line and they told me what I might run into... that being that authorized reseller stores might charge me for a SIM swap. So I knew what to expect going in. Well, they were going to charge me, and the young lady who helped me said she'd give it to me free. I thought that was pretty nice, despite being prepared to pay anyway. Turned out that I had a 2g SIM card (yeah, I've had a few phones and never asked about getting a new card), so it was a free swap anyway... So nobody gets in trouble, and I didn't spend anymore cash. Kudos to T-Mobile on both sides of the issue for taking care of me and doing what's right. read more

I visited the store to get my Samsung galaxy s6 unlocked. As soon as I walked in, a rude well-built guy tried to send me away saying they cannot do it at the store. However, in a few minutes, another employee, Carolina, walked by and asked me how she can help. She calmly listened to my question and she helped me get my phone unlocked, finally! If I were to go to the store again to get anything done, I would ask for Carolina and wouldn't mind waiting a few extra minutes so I can get her to help me. read more

Needed to switch a business account to T-Mobile. When I went there, Marcus got the task. Unfortunately, I didn't have all the required information with me . Marcus was very patient and gave time to collect the info needed. Great customer service and pricing. Thank you, Marcus read more

Only a great review here! See Tran when you go in .... so knowledgeable and professional. She got me out in less than 30 minutes with a new phone! I'm coming here for all of my cell phone needs. Thank you, Tran!!! read more

These guys are very unprofessional. They don't care to treat the customer's with minimum respect and answer questions properly. Horrible experience. read more

This is about the whole company, not any particular branch. 1. For a full year I had bad coverage every time I was in a big building the signal goes to "No service". Sometimes I get my voicemail 12 hours after calls I never received. I complained and the blame fell on the phone of course (not their service!). But when I switched providers it all went away, with the same phone. 2. Every time I went to any of their stores, I had to wait at least 25 minutes to get served. Seemed that they're always short of staff. 3. With another provider, I am now paying less than half the rate for a lot more than T-mobile offered me. It pays to shop around. 4. To add insult to injury, I just received my final bill. $0.02 yes, 2 cents. Should I pay it???? read more

Worst service I've had. you could tell they were killing more time because they knew I had a return and didn't want to help me. Sigh I feel y'all tho read more

Finally made the change from AT&T with no coverage in Niles and excessive costs to T-mobile. Marcus helped my wife and I make the transition and he was highly competent, friendly and went the extra mile to resolve a few obstacles in the process. Now we have excellent cell coverage in Niles, unlimited data, etc. all at a cost 35% less than AT&T. Love it. read more

There are employees here that are great and provide good customer service...but it can be better. Way better. Reason why I said that is because family bought me a new phone with the wrong storage capacity, we did the exchange and my new phone was still full on storage and glitching. An employee with a hat on and baggy jeans (who wears that by the way in a professional store?!?!? Everyone else dress professional but this guy) told us that we should have gotten the 500+gb phone instead as a solution. To do the exchange you have to pay a fee of the return phone...so that meant I had to pay again for the exchange again. Even if you buy a new phone with 256 gb, the new phone will take a good chunk of space. And the employee with the hat also said "everyone knows that"...well I didn't!!! I informed him why wasn't the customer informed of that and the answer was "we don't tell the customer that". Why the hell not?!? I am still furious. Absolutely furious. I'm sad that my parents gave me a gift out of the goodness of their hearts but this t mobile store did nothing to help me. Nothing. Then the employee told me to go to apple to fix the problem....I shouldn't have to have any problems with a brand new phone. My advice, research the phone you want because the store will not inform you anything else about the phone. I had my new phone since Sat and I still have issues. I'm praying Apple can fix my new phone, because it's obvious the employee with the hat did not want to help. Saying sorry with no empathy what's so ever. I was told he was the manager...I hope he wasn't because then management sucks. read more

The wait time here is horrible and on top of that the service is worse. Christie made us wait a lot of time in addition to that she was helping another customer at the same time. She totally neglected people from other races and was only willing to help Spanish customers with a smile. Won't come here again. read more

Utterly useless. Can't answer questions with straight answer. I called 611 and they told me to goto a t mobile store and they would help me. So i come here. They have no idea how to do it. I was in there to update software on my phone. read more

My husband and I received excellent service from Marshaun. He had a great attitude and patient and seemed to be more than happy to answer any and all questions we had. He was so accomodating! Overall probably the best customer service I've experienced in a phone store. read more

This location is horrendous. The staff is absolutely horrible. We waited in line for 20 minutes without them acknowledging us whatsoever (mind you we were second in line and the store was empty). When we finally had someone help us he was so useless we opted to bring the phone back home with us to give the activation process a go via T-Mobile's automated service. They were overly involved in their own conversations, obviously unaware of their basic service provisions, and they had no knowledge of the phones in their store. Furthermore, it bothered me that the clerk that we were working with was so gruff with my phone. He continuously placed the phone face down on a counter and moved it about without regard to the screen, he continuously did that with the back of the phone as well. Save yourself some time and effort and head to another location with higher ratings. read more

After receiving my bill from T-Mobile, there was a huge discrepancy that made the sales people straight up liars to get a sale. My mother and I was told the phones we financed were good for 2 months without payment on the Equipment Installment Plan (EIP) and we would start paying in September as part of a promotion. WRONG. We were billed for the EIP the first bill and we made the payment to ensure our credit would not be affected by someone's idiocy. My HTC One completely gave out just under 2 months of having it, and the store was no help at all... other than just throw my useless phone into a book, throw on a shipping label and have it sent out. I contacted T-Mobile customer service and they were able to process an exchange via online chat & made arrangements to have a new smartphone overnight shipped via UPS to me. The only responsibility that I was given was to send the phone back to them within a certain time frame to avoid any charges, no biggy compared to not having a phone and awaiting repair or a replacement. The company isn't bad at all, I'm happy with their customer service representatives on the phone and online chat; their sales representatives (at least here) are too worried about their own behind rather than be genuine & upfront when assisting their customers. read more

My husband and I went in on Sunday September 8th to check out a new plan for our account. Christina D. helped us and she flat out lied about their latest plan. The plan did not include unlimited everything, it only included talk and text and extremely minimal web. When I asked if there were any slowdown limits for the data on this plan I was told no. A couple days later my data was completely disconnected! I had missed multiple work emails because she lied and didn't know what she was talking about!!! We would have rather had a pamphlet to read over than a person who flat out lies and has no idea what their talking about. She can be obsolete and replaced with a pamphlet. T-Mobile save some money and hire only a greeter to hand out pamphlets. read more

These guys are bunch of crooks. Make sure you research on tmobile's website and contact the customer service before coming here. They will try to misguide you and rip you off. This is what happened to me. I was porting my numbers from att. I ordered the SIM card activation kits online and paid $10 each. Instead of activating them myself, I took them to this store. Tmobile customer service told me that I can either activate them via customer service or take them to the store. Then the lady in store tried charging me again for $10 for each line to activate. She said I brought in just SIM cards and activation costs $10 anyway. When I told her I have already confirmed with customer service that I don't have to pay again. She got pissed and ported my numbers. This is how you guys welcome new customers? Unbelievable!!! read more

I WOULD NOT GIVE EVEN 1 STAR FOR THEM! The wait is horrible!I went to this store several times for help with my phone and upgrade..all i can say, all the staff here were lacking knowledge. Customer service sucks! They are not taking their job seriously.. i went there to ask if they are going to replace my recalled note 7 but the staff there said i have to call the costumer service because it was due already to replace it in the store. So i called the customer care , the representative said its not true. The 611 said "Note 7 n recall can be replaced anytime in the store and apparantly the staff u spoke to doesnt want to work with you". Staff here are just plain stupid! So i called their office and told them about what happened and my issues with them, i asked if i could talk to the manager. when the staff named Jay doesnt want to deal with me anymore he pretended that he cant hear me and hanged up. Thats how unprofessional they are!!! its such a waste of time going to their store! Before the note 7 was released,I asked one of the staff if the note 7 is water resistant, he said no. But when i asked the other staff the same day , he said yes. When i upraded my phone and husbands phone to note 7, I found out a week that the order for my husbands phone were not processed when i already paid for it. Then when i returned my note 7, the customer care said they cant find the invoice that shows i paid the tax for the note 7, the reason why till now i am still waiting for my refund (3 weeks now)..of course its their fault! If your time is valuable..dont ever come to this store!.its a waste of time to deal with tmobile staff who dont know what they doing. they used to have good staff but they replaced it with %$$ who dont take their job seriously. Staff like these will ruin Tmobile! AvOID THIS STORE! read more

I went there for taking a family plan with four connections (thanks giving week). The guy who greeted us tried to get the attention of the customer care person and he showed no interest in assisting us, as we was busy chit chatting with his friend. After few minutes he came to us and we asked about choice one plan and to our surprise he said we need to take 2GB data plan so as to use our smart phone. When I had a call with tmobile customercare they didn't say anything like this. When I mentioned about this difference he said that must be with tele-customercare and he don't think that offer is there anymore. He was more interested in teasing us and asked us not to leave the current carrier. Such a horrible experience. read more

The staff out there are hopeless except "Fahad". I had purchased a phone for $800 from this store and found it defective. Went to the store on the 14th day which happens to be the last day of the return period and their staff "Stacey" refused to provide new exchange. After talking to the online customer care i went to the T-Mobile NewPark mall Fremont and their staff "Aaron" helped me with very minimal questions and provided a new equipment in exchange for the defective equipment. I have never cursed someone so much in my life after this incident. The Argonaut staff is really really hopeless..also, all my praise for the New Park Mall showroom. It is smaller than Argonaut but much better staff... read more

Tran and I think Nicole is her name they are both awesome. Tran has helped me and my family get phones and make it a comfortable experience. Nicole has helped me as well and they both have great customer service. I don't go to any other T-Mobile cause they know what they are doing. I've been to some where they tell me I would owe money for an items and when I go to the one in the hub I don't owe anything. Thanks for the help guys! read more

Went there to pick up a sim card, because the first sim card I got did not fit. The "manager" wouldn't let us pick up a sim card unless we were willing to cough up 10 dollars. In the end, I called T-mobile customer service. Their representative that I got on the phone said that they would put a note on my account that would let me pick up a free sim card. Keep in mind this was 2 days after the start of our service. I managed to tell one of the other employee that I needed a sim card. They immediately took a sim card and said that all he needed to do was scan it in the computer. However, the only available terminal for this was next to the "manager" He went over and was going to scan it and help us transfer our number to the new sim card. The manager decided to butt in and say that we have to pay. This was when I brought up that the customer service rep placed a note on my account saying I could get a sim card for free. The employee who was helping us, Ryan, pulled up the account and lo and behold, a memo on the account saying free sim card. The manager didn't say anything after that. And Ryan finished helping us. ***The manager sucks big time. I called him the manager, however he might just be the person taking down names. I did not see a name tag on him, so I couldn't put down his name. Talk to Ryan or the tall African American lady. They are both amazing and helpful. *** read more

I came into this location with the anticipation of just buying a Sidekick ID. But thanks to funnyman Giles, I ended up purchasing the much more pricier Sidekick LX. He's very informative, knowledgable and cares about the customer and what he's selling. He wants you to get the best price for the product you're buying. If you're going to buy a phone here, look for Jolly Giles! It's been 3 months since I got my phone and I haven't regretted any dollar spent on it. read more

One word : sloooooooooooww. Bring a book perhaps War and Peace because you will wait long enough for 5g to come out. Plus the employees know next to nothing. Horrible worse than the post office . read more

I came in for a simple bill payment and man was it difficult. The store manager, who is apparently new, named Patrick did a great job greeting me at the door and he introduced himself nicely. Then all of the sudden he get super uncomfortably close to me and goes on this crazy sales tantrum. He offers me tablets, i say "I am okay, i just want to pay my bill". He totally ignored my response and basically forced me into a corner to take a look at some tablets, which i had no interest in. Then he starts talking about cases and car charges, even though i already purchased them from that exact T-mobile store a month ago. A simple 3 minute bill took almost 20 minutes because he wouldnt shut his mouth. It was annoying and he was very pushy. Finally one of the associates helped me out and she was great. She took my bill payment as she was almost done... HE CAME BACK! he started pushing the associate to sell things on me and she had no choice but sell things uncomfortably. Moral of the story: if you want to pay your bill stay away from this Fremont store. I would have gave 1 star but the girl was great so im nice enough to give it 2 stars. read more

Well, since my last review I've been in 4 more times. My first advice is: do not change "responsibility of ownership" if you can help it. It causes all kinds of problems (the biggest of which is any IPhone lease does not transfer and you will get a notice to turn it in in 30 days or pay for balance plus option price). We were trying to change it to my husband for the employee discount but in the end it is not worth it. Anyway, I'm a new fan of Aimee Mai, Store Manager. She cleared everything up while I was there in person, followed up with me via e-mail a few weeks later and just lately, took care of my strange bill charges on the old account by e-mail (saving my coming in). She's wonderful and has given me some peace again with switching to T-Mobile. Thanks Amy! read more

I switched to tmobile a few months ago and met Hamed. If you guys need to get things done look for Hamed! He will address all your issues and give you a clear options on what would best work for you. No sales gimmick just clear and concise options that you need to choose from. Trust me, anytime I have concerns he is the go to guy here. read more

Came here to get the free CellSpot & prepay my phones. For these kinds of unusual transactions, overall was a positive experience. Came here near closing so wait wasn't too long and the staff was helpful. Only thing holding them back is the archaic tools. For a simple transaction, it takes almost 20 minutes of waiting and inputs on a busy screen on their monitors. And if that doesn't work, they have to call into customer service just like the rest of us. Luckily, this is a corporate store so they have more power than the other T-mobile stores. Staff is great. Sucks that their corporate tools is holding back a fast and positive experience. read more

This is the worst T-Mobile in the whole bay area they are the slowest makes you wait at least 30 minutes even though they tell you it should only take 15 they are rude and I had a horrible experience with one of their workers. Ayub was so rude to me he told me that I am lucky he is working because then I would be in trouble because I was upset that I was waiting for so long when he told me it would take 15 minutes when I waited 40. read more

Sales Associate Daryl is rude and feels it's okay to argue with customer about semantics. Is that customer service?

I went into this store in October to upgrade my phone (on a family plan with my sister). We were helped by sales associate, Yasmine, and I simply cannot say enough about how helpful and above all, patient she was with us while we shopped. I'm not a young hipster, so I had no idea what was the latest and greatest as far as phones go, but she really helped guide me toward the phone that would work best for my needs and didn't rush me even though the store was hoppin'! In this day and age, that level of customer service really means a lot and I thought perhaps this visit might be an anomaly. Not so. A couple of weeks later, I went in to look for a case for my phone and sales associate Adnan was the one who helped me. Once again, far out, outstanding service - nice, knowledgeable, and once again, so patient with my indecisiveness. read more

This store is very crowded. The staff try to multi-tasking to help multiple customers at once, but unfortunately they fail to help these customers. I see a staff fail to help a customer transfer data from old phone to a new phone, and the staff get frustrated and start to blame customer speak too load. The staff would ask the customer to talk to the store manager, and put the customer back to a long waiting line. It is quite shocking to see how bad they treat their customers. read more

Really bad costumer service. Kept waiting for half hour even when the store was slow.

Sorry to say, but the operating motive behind this store seems to be get your signature on a contract, get your money, and good luck if you have any problems or concerns. They do not back their products, and basically hope you'll get frustrated enough with their service to just go away....... read more

Vern is the best sales person at this shop! Always Vern has given me an excellent service when I go this shop located at Fremont Hub!

Got a new iPhone and my contract paid off. They were busy but a greeter greeted me right away. My salesperson ayub was helpful also

Horrible service. The representative made a claim that a certain plan had to be activated to purchase a device. When I pulled up the conditions for the sale and to show them that our plan did in fact fit the sale, they still insisted that we had to activate a new plan that is a downgrade from our current. They were unethusiastic to say the least in finding a solution and/or making us want to make a purchase. read more

Went to this T mobile to upgrade my phone. While I was in their the associate did not give me any totals on what it would cost to upgrade my phones. They did not seem eager to help me whatsoever. I did not give them my business and walked out. I will be looking for a better store to give my hard earned money to. read more