Talk about customer service. I worked with Paul Nguyen, the Senior Expert in charge of Knowledge, and I have to say, I can't remember the last time I was blown away by this level of customer service. Paul's professionalism, fantastic sense of humor, and overall kindness made replacing a phone the highlight of the week. We quickly bonded over food and movies, but then some lady who mistexted me turned into a memory. It was for me, anyway. (E.T., phone home.) I was truly bothered to read that one Yelper felt that this store is taking advantage of immigrants in the area; there is a high concentration of immigrants in a two-to-three mile radius of University and Fairmount, where this T-Mobile is located. I was in the store a total of two hours between two visits and I saw T-Mobile agents treating every single person with courtesy and patience. And there job is to upsell. Hello? You're constantly being upsold in every store you walk into, so why does it bother you so? Anyhoo. Paul, my brother, I hope you're reading this because you deserve your moment in the spotlight. Take a bow! read more

I wanted to set up my free Apple TV from my account the guy was very helpful and showed me how to do it . I was in and out A+++ for his customer service. No wait time . Would definitely come to this location not busy at all maybe I got lucky read more

T-Mobile Experience Store - T-Mobile - Mobile Phones Near Me - San Diego, California

Worst experience. I was sent to this "Experience" store by two different T-Mobile retail locations, only to arrive and get zero help. The "manager" (a woman name began with an E- I believe and called herself the manager) offered no solutions other than repeatedly telling me to "call customer service." No alternatives, no guidance and her body language made it clear she had no interest in helping customers at all. When I asked if she could at least accept my trade-in phone, she said she could, but strongly suggested I mail it instead -- which defeats the purpose of going into a store. If you work in customer service, you should actually provide service. Being unwilling to help, offering no options, and pushing customers away is unacceptable. This was a complete waste of time. read more

this store has the worst service that ive had in t mobile specifically jesus the manager, nobody at this store has the urgency to help every customer on time jamirh has almost 1 hour talking to this lady and their just talking their not doing anything else theres another guy that aparently his new because he doesn't know that much, beware if you want to come to this store they have the worst service that they can give and im a neighbor this is my local t mobile and everyone of the employees have a damm attitude like their doing me a favor by helping me, one thing im never coming back here i completely forgot why i stopped coming to this location and to the owner im going to see if you appreciate my business and if you want to win my business read more

Horrible experience! Hello, my name is Brisa I've never been to this location before for T-Mobile but let me start by saying I had a terrible experience. This is my first review, I never thought I'd be one of those people (no offense) but it was that bad and I need to speak up. As soon as I walked in, I spoke to the manager Elly, I told her "Hi, I'm here for pickup I'm trying to trade in my phone for a new one." Before I came in to this location I called the T-Mobile service number and I spoke with three different people and they all told me that I was able to exchange my phone no matter what condition the old phone was in. I had an amazing experience on the phone with the T-Mobile employees, and they helped me set up the trade in on the app. The app gave me three options: 1. To pick it up in store 2. Get my new phone delivered like Uber Eats 3. Get it mailed I obviously picked option number one, the only location that was available for this service was this one. While I was trying to explain this to the manager, she cut me off and told me right away: "You can not do that." I tried to explain to her what the people told me through the phone, but she kept cutting me off and told me that I was not allowed to trade it in because the screen didn't work. My phone has no cracks, it's in good condition. The screen simply turned off and wouldn't turn on suddenly. After the manager cut me off and didn't let me speak, I mentioned that I was having a horrible day, and she then continued to make it worse. She then told me to sit down and that I would be serviced later. She did not mention that I had to wait for 30 minutes and that there were 13 other people waiting in front of me. I understand communication is key, but if it wasn't for me asking questions to other employees that weren't helping me, I wouldn't have had any idea how long the waitlist was. I would've been sitting there for hours with no explanation if I hadn't gone out of my way to find out. So with this information that Elly had told me, I informed my mother who is the owner of my family plan about the situation, and she then proceeded to call T-Mobile on her own, and she had an employee on the phone as well. The employee then asked to speak to the in person workers, in order to let them know about the plan I was on that let me trade in my phone in any condition. I tried to get one of the employees attention, whose name was Paul, and he gave me the worst attitude ever. I was in disbelief. He told me to hang up the phone and told me that he instructed me not to call T-Mobile. (Which I didn't do, it was my mom.) He then refused to speak to the mobile representative, he was so loud during his reprimand, that the employee on the phone was also in disbelief about what he was hearing. After all of this, I wanted to go home and cry, for being mistreated and being talked down to. I am a customer, and I felt like I was being bullied by the employees, specifically Elly and Paul. When I managed to get Elly to talk to the mobile representative, ( since Paul refused) she seemed to understand that the any condition plan included a phone that had a screen that didn't work, despite her saying earlier... that they must have not known what they were doing, and afterwards she said to me that I never mentioned that it was an any condition phone plan. She assumed that it wasn't, despite the fact that I was trying to trade in a phone that was in an unusable condition, which makes no sense because I wouldn't be trying to do that if there wasn't a specific plan for that. After all this happened, I talked to a THIRD employee since being left unattended multiple times, and with Saveenah(?) we finally were able to get everything situated, she was the true hero in this story. With her calmness and patience she really saved the day. Saveenah helped me set up my phone to iCloud she also help me back up my phone and she also helped me purchase a phone case " to go" which is part of T-Mobile company which to be honest I felt horrible to spend any more money with this location. I left unhappy and stressed which should've been an exciting experience read more

Had the best experience with Oscar Gonzales, he got me in and out in less than 20 minutes and I was able to walk out with a brand new phone. Definitely recommend him if anyone's looking into getting a new phone or looking to shop for anything, or have any questions in general, he's definitely the guy to go to! 10/10 experience. read more

Worst store ever. The guy with glasses was rude and did not want to assist, I was here to return a replacement phone. He literally went to the back instead of helping costumers, he told me that there was an hour wait so that I could leave. I asked another representative about the wait time and he told me that it was not going to be that much of a wait. It's insane that I experienced this. read more

That didn't take long at all. Needed a charger, and a screen protector, popped in here. Greeted immediately. Ok, hello. Nice! Grabbed my products and took a seat. Nice guy comes up, I tell him why I'm there. He makes some recommendations on screen protectors. I leave happy. He was actually pretty helpful, like, I honestly didn't expect that. This kid was so nice. He even gave us recommendations for where to eat while we're out here. He picked some spots I already had on my list so I'm like, ok he is really nice and helpful! And I hate that I don't remember his name to shout him out. You know who you are! Stay you bro. You're a really nice and helpful guy, and that is valuable. You are valuable. Just sayin. read more

I came here looking to upgrade my iPhone. The first thing I noticed was Albert was on top of this store, he made sure we were all signed in and even gave good advice. Although they ran out of the color phone I wanted, Albert still gave good tips on how to save $35 when upgrading my iPhone. read more

They take advantage of immigrants in the area. Take your money somewhere else. There are no ethics or respect for consumers. They will upsell at all costs. Make sure you understand the terms and conditions. They are also super slow with service. I really believe they are just taking advantage of the immigrants in the area. read more

Had a great experience while visiting this T-Mobile location because of one employee by the name of CHRISTINA. She listened to our concerns and she explained everything in great detail. She went above and beyond to help us out and T Mobile is very lucky to have her there. I would recommend anyone to her... Thanks Again Christina!!!!!!! RAY read more

This location is slow and has shitty customer service. The waiting customers were nicer than the workers there. Ruben was really nice, but the rest... I've been here for over an hour, there's four wild-eyed looking workers on the floor and fifteen people waiting.. read more

Horrible location imagine being the manager and you can't even handle simple in store issues.. called in with billing issues just to be laughed at by an employee and hung up on please take your money else where horrible customer service horrible management horrible all together like at least try and fix problems that come your way not just wear a managers badge the whole entire staff and manager needs to go back to basics training and try again! read more

I went in today to ask questions about my newly purchased phone and its return policy, and to purchase a screen protector. I was greeted right away by Christina, who was both very nice and knowledgeable. She answered all my questions, and even though I didn't get the outcome I wanted, her customer service made up for it. Thanks again Christina! read more

Cristina was amazing helping my father and I fix our billing situation. So fast and great service!

Shout out to Albert for being a great and helpful worker. He helped me get a line for my phone in the quickest and simplest way possible and explained everything to me. read more

I felt bad for my old relative who came here by himself trying to take ownership of his phone number from his deceased sister account but his English was so limited so they kept telling him to go away. Imagine he still owned a 20 years old flip phone which he should have switched a long time ago if he knew it would take forever to get everything from this phone to a brand new touchscreen device. First day I came in with him, I can tell by the employees that they already recognized him because he must have come in so many times, at least I found out about what I need to bring in order to get the number transferred. I also contacted customer service to confirm all the required documents. The next day we came in, they were not able to do it because their international didn't seem to have the ability to do so, and the people from the states were unreachable after 11 AM. So they told us to come back the following day at 10 AM when they open. Third time the charms, but we couldn't avoid the rainy weather and a few bumps and hiccups so finally after over an hour, my relative got a new phone with the new sim card. I guess you just need to find a manager in the store to resolve the matter, compare to speaking to an employee, anyway I'm glad everything worked out, everyone was being super patient with each other, I didn't like to run back and forth btw I hope I didn't have to do it again. read more

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Their customer service is horrible there is about 30-40 people and if you want to purchase a charger or any supplies they make you wait till is you turn no cashier or any other form of payment options very disappointing it . read more

I went today 07/12/2024 to get a new god damm iPhone , and I pay for everything and I went to the store 5 times today because I was a problem and they didn't even fix it , and I went for the last time a hour ago and Lori or Lora I don't even care but that b!tch has more actitud then ass!!! She was very rude and disrespectful and she was the god damm problem and n&gga I pay my bills and your service and she was the most annoying person ever but don't worry I will go to the store to talk to the supervisor because girl you need to relax because she was disrespectful with 3 more girls and a old woman so i will make a lot of complaints if I needed to !! read more

I went to the store the end of September to take advantage of a promotion to trade in an 1Phone 12 for a 15 and receive a credit towards the equipment cost. My son also traded his I phone 12 for an Iphone 15 at the store and was granted the promotional credit. I was told at the store I had to mail my phone to T Mobile and was given a mailing label. The phone was received October 4, 2023. Last week I was told that my promotion was denied. I called and was told by a representative that they would process the credit and reverse the decision. I checked my account today. I am still denied. I called again and was told that the denial was due to issues with the Iphone 12 that TMobile received. The store never told me my phone had issues and I never knew of any issues. Now the representative is telling me they are resubmitting a request for the promotion. Had the store accepted my phone like they did my son's I probably would have received the credit. Now I am being billed $41.50 for the Iphone 15. I would never have traded my 12 for a 15 if I knew I would have to pay the full cost of the new phone. read more

Got my upgrade hook up guy was super awesome and everything was smooth my new go to location

Great staff who care and will take the time to make sure you have what you need. The manager of this store is aces

Worse customer service. We get there about an hour before they close and got put on a wait list... so we waited than notice they are helping someone who came in 30 mins after we did.. not to mention there were about 4 employees...2 employees helping one guy .. one working with another and the last with another and the last employee decided she was going to go home after even tho we still needed help.. I don't not I repeat DO NOT recommend going to that t mobile at all read more

Prior to going here, tried calling, they dont answer their phones..Arrived at 7:20pm, 2 employees helping customers, no one else waiting besides me. Employee asks what I am.here for, I say phone upgrade. He tells me there is not enough time to transfer data as they will be closing soon. I tell him I just need a new phone no data transfer and the type of phone I want. He immediately says they don't have any. I mention another T Mobile said they have it in stock as it also shows on line they have ample stock, not low stock or call store for availability. He starts giving me attitude - "You want me to pull a phone out of my head". I mentioned to him this is poor service. Not how T Mobile Corporate Customer Service and legacy is, ask for.a manager on duty, He said none. Very poor service, suggest going to a different T Mobile Store where they have a better service ethic. Not typical of how T Mobile usually is. read more

We were trading IPhone 6 Plus to the 12 pro on the Mother Day weekend. We had Wilson Tan helping us from A to Z; he is professional and straightforward. We were only there for trade in one phone, but the deal was too good, we had decided trade in 2 phones. I recommend this new T Mobile location. read more

Worst tmobile ever been here for 30 minutes just to buy a charger there is workers in the back and the lobby is full with clients I asked multiple time if there was any chance just to pay quickly and get out of there hair nobody was here for fast transactions I'm not saying to attend me first but these people simply don't understand the simple process of elimination Jenny is so rude decide to start arguing telling me to go to another store to target and walmart how do you expect to keep clients with those responses read more

BEWARE , I did not purchase device protection plan for my new phone nor I was informed so I was shocked to received a letter in mail that I had purchased this feature . I called T- mobile and they removed feature. thank you T mobile customer service A+ . Further more, I was really happy about my service until I got the device protection plan in the mail 3 weeks later . I guess criminals always do what it takes for a few extra Buck even if it cost them their jobs. read more

Went in to purchase a new phone and saw they had a speaker on sale that caught my attention. Unfortunately they did not have it in stock however the rep talked to the manager on duty Michael and advise he would go to another location and bring it over so I could go pick it up the following day. Next day I received a phone call confirming they had at the store and it was ready for me. I was not able to go in person and my wife went on my behalf. Turns out the manager never went to pick up it and must of misinformed the rep. They had her wait 40min plus just to apologize for the inconvenience and recommended to go pick up at the Mission Valley location. When she asked to speak to the manager he was no where to be found and when Jesse asked another rep if they saw the manager they stated that he might of left as they saw him leaving the building with his lunch bag. Very poor and misleading Customer Service from this location and it says a lot if we were encouraged to file a complaint. Regarding the inconvenience. read more

Horrible customer service everytime i go they never know how to do anything and they girls working there have attitudes

The manager "sahid" was extremely rude. She asked me my name, but then the phone rang. Her employee asked her if she wanted him to answer the phone but she told him no. She answered the call and started attending the person on the phone. I patiently waited until she was done with the phone call. When she was finished with the call she then proceeded to assist the people who came in after me while I was in front of her waiting. I figured she would come back and assist me with replacing my screen protector for my iPhone with the warranty I purchased along with it. Instead, she told her employee to go with her to the back after I had been waiting for about 10 minutes . read more