Like most people, I don't go out to stores as much as I used to. And generally speaking, I prefer not to. They're usually understaffed, the service workers are stressed and likely overworked and underpaid, and you can kind of feel it. I don't expect much, but appreciate when a service worker is nice. That said there's 2 kinds of nice. One is all smiles and helpful, but you kinda wonder what they might say about you when you leave. But that's fine, because 'fake nice' is better than 'doesn't even try'. Well today I experienced, for the first time in a long time, 'real nice.' Joanna at the Fenton T-Mobile wasn't all smiles and fake friendly. But what she did do, for 25 minutes, was give me the best advice and most gracious customer care I've experienced in a long time. Genuinely looking out for my best interest, she impressed the heck out of me. Joanna is genuinely warm and helpful; and in a subtle way that is not at all fake. Best service in memory. Thank you for all your help today Joanna. read more

BEWARE STAY AWAY from this location if you're looking to get anything accomplished. This location routinely goes out of its way to not provide any service in the store and to send you on your merry way with online assistance. I went in there today to get my data transferred from one phone to another. The lady immediately started coming up with excuses on why she couldn't do it but could write the instructions down for me. She claimed this could take x amount of hours. I asked "are you about to close?" She responds "no but we aren't allowed to do that this late"... it was barely 6pm. I just left. Went to the T-Mobile store at Fashion Valley. Everything was done in less than an hour. That is not my first experience with the other store. It's like a twilight zone store... very odd and weird vibes. They don't want to lift a lazy finger. read more

I had an okay experience at this T-Mobile location. When I first walked in, nobody greeted me, but they did greet everyone else that came in after me. I ended up waiting around for a while, walking back and forth, and then saw one of the workers put someone who walked in behind me ahead on the list, which was a bit frustrating. However, once I finally got helped, the employee was super dope. He answered all my questions and walked me through different options really well. He even gave me some hypothetical scenarios about what would happen if I switched plans or chose one phone over another etc. which was helpful. Parking was fine, though the location is right next to a Costco, so it can be a little tricky to find a spot during peak hours. Overall, the service was decent, but the initial wait, the lack of deals, and lack of greeting dropped the rating for me. But I would say it was quite clean and peaceful inside. read more

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Tori help my husband and i buy a new iphone. she was FANTASTIC! SUPER helpful and transition our new phone BRILLIANTLY. Great personality, amazing customer service, we loved her through the whole processes. we were in and out of there in record time. Thanks Tori!! read more

Although the wait was extremely long I would say the customer service was great. Samantha the manager was helpful, she checked me in, handled my situation and I was out of there within 20min. I recommend going in store during the week versus the weekend. Thank you Samantha!!! read more

After many failed attempts I was able to switch my account from pre-paid to post-paid and port my phone lines! Jemima was very helpful and did everything to make this happen! Recommended! read more

Went in yesterday and was assisted by an awesome team of T-Mobile employees. We was assisted by Fernando who was able to assist us quickly, promptly and efficiently. This made our experience very great! we recommend everyone to come visit this great store aswell!! - Esteban L. read more

It took 15 years to find a flip-phone that is reliable. Just $15 a month with auto pay. I started with Sprint in 2001, then Consumer Cellular, then PureTalk, then Jitterbug (big mistake) and then I discovered T-mobile. They are heaven sent. Sooooo happy. read more

Trash Customer service. Don't even waste time going at this location. Samantha the store manager is even worst at her job. They all pretend like they are iPhone technicians and say they have to see the problem with their own eyes. Guess now we have to wait for them to keep playing around with the phone so if the issue pops up then they will decide. After waiting around and going back and forth for around 2 and half hours. Just returned a defective IPhone purchased about a week ago under 14 day grace period policy and still have to pay $70 Dollar while getting the lady on the phone with customer care told us it is only $15 restocking fee but they still kept on pushing and saying she was wrong and had to pay a $70 dollar fee for returning a defective iPhone. I ended up canceling the service as well. T mobile and this specific location is trash and no wonder why they keep getting bad reviews. read more

Visited my 3rd store to get a pdf. Bill request bc my app was not working. Store 1 failed. Store 2 failed. Store 3 success! After mental exhaustion and zero expectations, I walked into this store and was greeted right away by Zoe. She was positive, happy and eased my mind right away. Even though another employee jumped in to tell her not to print out a copy of my bill. She calmly pulled up my bill and was willing to send me the pdf of my bill. Give this girl a raise! She is the only one that was willing to help me without passing me off to someone else. Thank you Zoe! read more

Terrible customer service. Waisted 30 minutes even though they've told me I'm next. Oh wait a second, I was next in the store, but there were other people that apparently reserved online, and guess what? They came and I was next after them. What a joke. read more

Excellent customer service , always busy but I see why ! The service provided was amazing

Worst Experience Ever - Incompetent and Unfriendly Store Manager I've never experienced such poor time management and customer service at any T-Mobile location, and unfortunately, this one takes the cake. I made an appointment and was told the process would take 45 to 60 minutes. I agreed, stating that I'd wait nearby and return within 10 minutes of their call. After waiting a full hour, I got the call and arrived promptly 10 minutes later, only to be told, "Just a few more minutes." After waiting an additional 15-20 minutes, I approached the store manager, Jesus Paz, to inquire why it was taking so long despite my appointment and their call. His response? The sales associate was on a lunch break. When I asked why I was called in the first place if the staff was unavailable, he provided no clear explanation other than to defensively state that employees are entitled to lunch breaks. While I absolutely respect employees' rights, this was a blatant display of poor scheduling, disorganization, and incompetence--something a capable manager would have handled better. Instead, Jesus Paz seemed completely unbothered by the frustration of a paying customer, offering no solutions or apologies for wasting my time. This location has never been stellar, but under the "leadership" of Jesus Paz, it has hit an all-time low. If you value your time, avoid this store entirely. T-Mobile should seriously reconsider the standards of their management if this is the type of experience they expect customers to tolerate. read more

Justin was extremely helpful in transferring our services to Tmobile. He was professional, patient and upsold othe products without being pushy. It was an enjoyable experience. read more

David was phenomenal. I was leaving for a trip and needed to upgrade my phone. He quickly assisted me over the phone letting me know the process, and then made sure they had all the things I needed before I went it. When I arrived David kindly greeted me and helped me. The process was so smooth and he was so knowledgeable and really eased all of my stress and worry. He went above and beyond and made sure to get my new phone ready and me out the door as quick as he could. His expertise, kindness, and knowledge was such a gift. Thank you David for helping me and being so wonderful!!! read more

While I was at the bank, my husband popped into T-Mobile to check on the new promotional 5G internet availability for our area. He was warmly greeted by the Sales Expert, Cy, who quickly had us set up for the high speed service AND was most informative and helpful in sharing other in-store products and services including the Samsung 4 watches and better performance ear buds as well. All in all it was a very productive, fun and abundant way to start our new year! read more

Literally wasted my 3 hours there. Wanted to trade in my iPhone 12 for the 16 pro, but had to wait another hour because I needed to unlock the "Find my IPhone" to turn off location, but it was under "Stolen Device Protection" which takes an hr to unlock "Find my iPhone". Even came back 20 mins early for a follow up. 8 people were working, 3 were available, & again did not follow up! Just a greeting "welcome back". My phone notified me that it got delayed & have to do it all over again. Yeah right like I'm going to wait another hour. read more

Amazing store the reps are very helpful always looking for the best interest for the customer, even though that sometimes theres some wait to be helped. 9/10 read more

I wanna say thank you to Jerry for being such an outstanding people please or T-Mobile. She was very warm charming handsome and knowledge of all in his job with T-Mobile everyone that comes here and should have experienced that I had that's why. Thank you Jerry and bacon T-Mobile read more

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

CY, the rep that helped me yesterday. This is for you. I came to upgrade my niece's phone. Everything was fine, CY made things go by real quick +2 stars. He was a little ignorant but that's fine, I'm sure he deals with a lot of unrealistic customers throughout the day. At the end of the transaction, I asked him to print out the contract/transaction. He said everything will be "online". I checked my account this morning... Long and behold, he added a service feature that I did not consent to nor was it ever talked about. Why did he do this? So that he can get a $5 service added commission? I hope you get fired. Terrible ethics.. Check your account if you come to this store... Should've never came here. read more

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

Last week there were trying to sell me a phone & plan all up in my business. Now that my birthday has passed and my new drivers license is on the way in the mail. They can't help you nor do they want to spend any time with you. Never will be back. Got my new iPhone Pro Max 1T and phone plan from another provider. Beyond idiotic. read more

they can't do even basic services. I want to swap number but they CAN'T. they just wasted my 6 hours on 3 different days. I had to stop working in order to come this store but AGAIN, what is your job there? HOW hard is to Swap numbers???? read more

STAY AWAY!!!! Bait and switch. Worse than Sprint. Didn't think that was possible. Aug 24- I came in to upgrade my iphone to 12ProMax. Get ready for some heavy finance math: Iphone costs $1099. I was offered a promo $830 credit if I upgraded to a magenta plan and turned in my old iphone. They don't tell you what they are going to give you as credit for your phone. I didn't find out until my billing statement that they only gave me $215 credit for an iphone11 ! Thievery! But then on top of that- they deducted that from the $830 credit promo, so stay with me- I only got a $615 credit to be spaced out over 24 payments at $25.63/month. Now, the difference between the phone and the $830 credit is $270. So they took a payment of $270 and assured me I would not have to pay any monthly equipment fee. My bill arrives with a $45.84 equipment fee- minus the $25.63 credit meaning I owe $20.21 every month! What?!?! Even worse it says I will be billed for 19 months?! Where the hell did 19 come from? After 6 hours on hold and arguing with corporate managers and their managers, they explained that my $270 cash was incorrectly applied by the salesman at the time of the sale, so they decided to credit it at the end of the contract by reducing payments by 5 months. And worse- by cutting my payments short by 5 months- I lose my credit of $25.63 x 5 months which is a loss of $128.15!!!! She says they cannot change the monthly payment entered at contract. All she can do is refund the $270 so that I can continue getting my $25.63 credit for the last 5 mo. Ok- so that means I get my $270 back and no longer lose the $128.15. However- I will still be paying $20.21 in equipment differential (remember $45.84-25.63?) for an extra 5 months! So now I lose $101.05 more!!!! If you calculate it over the 24 mo x $20.21, I lose $485.04! She refused to see the thievery and offered a $10 credit instead?! Then she says I need to go into the store. So I'm in the store today and there is no record of a refund of $270 or credit of $10. So she lied and the store tells me that she could never have refunded the $270 because the charge was made on site at the store and they are the only ones who can refund it. Then they explain that my credits would actually last for the full 24 mo, its just the $45.84 that is cut from 24 mo to 19 mo. Which means she lied about losing the $128.15 in credit. In any case, If I pay $45.84x19 mo=$870.96 plus the $270 I paid up front = $1140.96 which is still more than the original cost of the phone $1099!!! The store salesperson today calculated somehow that I will be paying $174.45 more for the phone but my bill says $20.21x19 payments = $383.99! $174.45 does NOT equal $383.99 That's $209.54 that I'm losing! Even if we start over: $1099 -$615.12 credit= $483.88 to be paid in installments... We still need to subtract the $270 I paid up front which leaves $213.88. If I paid this over 24 mo = $8.91/mo If I paid this over 19 mo = $11.25/mo Either way, its still more than the $20.21/mo they are charging me! $20.21-$11.25= $8.96 extra they are charging $8.96 x 19 mo = $170.24 they are stealing! After 2 hours in the store crunching numbers with the rep and still... the numbers DO NOT ADD UP! He says the discrepancy cones from the fact that the $215 credit for my iphone trade in was split up 3 ways- a$75 bill credit, $50 for a screen protector I thought I paid for separately, and about $90 is still unaccounted for - he tried to reassure me it would be credited at some future date on a bill but still could not tell me for sure when or how?!? So a million years later, I'm stuck back with a vague- "you will eventually see a credit for the missing money on one of your future bills" STAY AWAY. If you are still foolish enough to use T-Mobile: Read all the fine print and refuse to sign if they can't explain all the details to you and show proof. If the fail to offer you the chance to pay the down payment up front and show you that exactly where they are entering it on your contract, walk out. They need to show you their ipad as they enter everything - DO NOT TRUST ANYONE. Oh and the rep had to take at least 2 customer phone calls while he was helping me....??? There are many many other reps in the store. I don't see them stopping to answer a phone. There are guys shooting the breeze at the tech desk, not working. Maybe they could answer a phone???? read more

This location isn't bad, you just have to know WHO to work with. Mark used to be my favorite but he's moved on to better things. I went in around 6pm on Tuesday and worked Tashaun. He's an awesome rep. I got my son an Apple Watch and got myself the iPhone 14plus. Not only was Tashaun knowledge he was also very personable. There was a lot of rapport there, he didn't treat my family as just another sale. He certainly has more common sense the lady on the phone. it still sucks that they took away the option to make appointments but you always call ahead and make sure he's there. Go see Tashaun for your T-Mobile needs read more

best customer service I have ever experience. They assisted me with care and patience. karolyn was very nice, helpful and knowledgeable about my phone issues. read more

Honestly almost every employee in this store always has some sort of attitude. Its so frustrating trying to get something as easy as paying a bill and receiving a million reasons why they can't do it. For a store based solely on customer service they do a very poor job at it. Likewise not sure why there is an hour wait when there is 2-3 employees standing around doing nothing. I went in for a simple screen protector replacement and after 15 minutes simply asked to be removed from the waitlist as I would come back when they weren't as busy. The girl immediately took it some sort of way and started arguing with me about how they don't make appointments and "YOU can come when YOU have time etc etc". I was literally just trying to be nice and make sure they didn't waste time calling my name. read more

Poor customer service period don't come here and waste your time. Just came in to make a prepaid $50 payment the manager said it's going to be a hour in a half!‍‍‍ just to make a cash payment! That's insane!‍‍‍ read more

The manager is the worst, so unhelpful, call 611 don't waste your time. If the staff was a better, the store would be wonderful since it's so beautiful and clean. read more

sasha and tori were super helpful to a ludite like me dealing with a very coplicated issue.

Great service from Joe Sandy. I changed my plan and my phone. Joe was knowledgeable, patient and very very supportive and collaborative. I will recommend you go to him. read more

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

Sucks! the service guy was nice enough even though I had to wait around a while despite having an appointment. Then it was "phone will be ready tomorrow, no... actually Monday." Its almost end of business day Monday and I have called there 3 times just to hear a bunch of excuses and be asked to call back. I had a phone I could have used in the meantime if I knew they'd be much later than what was promised. expect delays. read more

Just talked to them about my move they said just take your box with you. Call when you get there. Will turn it on unbelievable service.

Told me I had to wait 30 min to see if my package is here, I have tracking number..... shortest one there said this ..... keep in mind I'm not shopping or getting a device ....like most of the 8 people waiting while I only see 2-3 employees on the floor. The. Shortly had the nerve to tell at me that she still has to scan me in the system and walked off on me while I was talking. I miss Sprint , never had bad service like this from them read more

Horrible service. staff is very slow . The location is very nice and clean but it's no enough if the staff isn't productive. I'm very disappointed because I like t mobile . read more

There are no starts for this place ... was told we could upgrade , the tall skinny guy with long hair said I'll help you get your upgrades , being with Sprint since 2002 would upgrade my phone and only charge me the tax on the device and this guy came back said it's going to be over 1k .. what a joke this place is a mad circus nothing but clowns .. while we were waiting a mad customer came back wanting to speak with a manager and yelling involved I saw nothing but upset customers. I said no thank you sales man and we left , next day I called Sprint to upgrade our phones and guess what I got our phones and we were only charged the taxes this guy was a crook wanting to make money off of us wasn't gonna put a fast one on me I don't like T-Mobile I most likely will go to ATT&T read more

No stars if possible. Garage service from the entire T-Mobile team. It should not take 2+ hours to pick up a phone and complete an exchange.

Today I was at the store and was it an experience, a huge one. A gentleman was irritated because of whatever reason and they employee was explaining to him the procedure and he kept insisting to talk to the manager of the manager and basically causing a scene, until another customer got involved. However despite the inconvenience of wasting everyones time for something that clearly could not be done the employees handled it like Champs! and they were so apologetic to the situation and of course customers understood their frustration. Despite of that my rep had me in and out in 25 minutes with a new phone. read more

This T-Mobile is absolutely fantastic! Will the manager was extremely helpful right when we took our first step in the door. He was friendly,understanding, and overall a great person. He guided us to the appropriate person to help us with our questions. Will connected use with Justin who was a complete angel! Justin helped us from beginning to end with switching over from Sprint to T-Mobile. He made it a complete breeze and so painless. He had great customer service skills and just made the whole experience fantastic. This is forever going to be our store, thank you so so much Will and Justin!!! read more

I need to give a huge shout-out to Jerry at the T-Mobile on Fenton Parkway. I came in with a completely screwed-up situation that I was very angry and frustrated about. Jerry was incredibly patient and understanding. He helped me with my issue for nearly an hour, calling customer service and Assurant in separate calls. He even printed up my most recent bill to scan for additional issues I might not have thought of. (And it's a good thing he did because we found some!) My experience with Sprint/T-Mobile recently has been absolutely terrible. But I am giving the store on Fenton Parkway 5 stars for Jerry's outstanding customer service. If you experience issues with this company, I recommend you go here to get them fixed. read more

We needed a new I-phone 14. We met with a friendly Tech who seemed to be knowledgeable. We were offered a promotion that included a free I-watch. Too good to be true - correct! A few days later we discovered that our friendly T-Mobile Rep. had secretly signed us up for a wireless line for the watch without disclosure. This was shocking and unethical. Thank goodness that we were able to stop the expensive charge after a few days. Don't trust T-Mobile. Go to a trustworthy business. read more