Will tell you a somewhat frustrating experience, that after five weeks of going in to the store, became more of a very sad joke concerning the differences in training between different stores... My wait each time was only 50 minutes to 70 minutes. Family member is adding another phone line, my phone/new line(four on it already). Having the store employee on the line to my family in another State, that is also standing at counter in a T-Mobile Store. Two different stores, each telling me and my family member, completely different requirements in adding another line! The two stores (in different States)could not even agree as to exactly what needed to be done!! My family member, and I, would meet the requirements(demands), come back the next evening, and more requirements they did not mention the night before were needed, same two Stores on the line! We did this for a month, nine visits, NO joke. Hours of time after work each of these evenings were at the t-mobile store. We continued to meet demands, sharing over phone in the two States t-mobile stores, we both tried calling a rep from t-mobile from work/home...yes, even more requirements that the store employees never shared. So, 5-1/2 weeks later...no new line, no new phone service from t-mobile for me. Unbelievable. Don't you wonder why we kept trying? Patience I guess. Or not-so-smart people on our part! We thought it would benefit all of us financially, to be on one plan, but it never came to fruition! What to do? Any one recommend a manager to talk with? Get two stores on the same page? Over the phone service would have been so nice. read more

Ask For Vince! I came in here looking to buy an iPhone, quick & painless & thats exactly what i got. Vince hooked me up with all the information, Specs, offers. The place isn't super big but its very clean nonetheless lots of reps at the store & very humble people. This is definitely my favorite T-Mobile store.! read more

worst worst worst customer service ever of everything everywhere I have been to. When asking questions, extremely rude, impatient and no sympathy if you need help or don't like their suggestions or want more information. I have been treated like I owe them a million dollars when I want to ask a question about my account. read more

The only good thing about tmobile is that they are cheaper than Verizon, dont expect them to honor their claims or warranty issues without a fight or outright telling you where you can stick it. I had my.phone almost catch fire, and the told me just to buy a new one. read more

his store is just a joke- same experience as Haryati. Bad service, not trained employees who expect the customer to wait until they are ready. If the management does not train the employes I will never do business again in that store. Anywhere else has better customer service. read more

The worst cell phone company customer service are extremely rude wait half an hour never get help worst worst worst company in Sonoma County read more

I have been going to this location for a long time and while there is usually a wait, I have always had good customer service experiences. This most recent visit Ashley went above and beyond in the customer service department. She was patient and personable, she took the time to get to know me and turned a somewhat frustrating phone replacement issue into a super positive experience. She clearly explained everything and I genuinely felt like she went out of her way to help me in every way she could. I have never written a Yelp review but I can't say enough nice things about her. Not to mention the rest of the staff were very friendly and welcoming. read more

I went into the store on June 5, 2013, with unlocked phones to start a new family plan. We worked primarily with William D., who was enthusiastic and helpful from the beginning. We were there for over an hour (I don't say that as a negative, it's just a long process), and he maintained his positive attitude completely through the process. There was no issue at any point creating the account, activating the phones, transferring our old phone numbers over (from a different carrier), or applying a military discount to the account. Fantastic service all around, and I highly recommend their store. Just to be clear, yes this is identical to a Google review, should you search them for reviews on this store. I copied it, and posted it here as well to maximize the visibility of my positive experience. read more

T-Mobile Customer (#TMobile #Fail #Customerservice #Sonoma ) service is so completely disappointing, I'm beside myself. I loved them and then over the last several months I was misguided and misinformed by every representative I spoke with on the phone. I am sad to say I will inform everyone I know not to use their services. I have heard from others and through reading blogs that I am not alone. I was on the phone with a man for nearly two hours one day for my troubled Blackberry. This man didn't know how to help me. He was asking me odd questions and finally I asked if he even had a cell phone and he said, "No". WHAT?! I was told my end contract date was in '11 and then when I went o cancel was told it was a year from then. Why are these people having so many problems reading my file? If one of my staff gives a customer false information, I comply with it just to save face. I'm not asking for the world but I feel I was unfairly treated and then should of at least tried to split the cost with me. Instead Victoria basically told me I was wrong and I knew what I was getting into and it is what it is. Way to take ownership of the lack of training the staff receive, because it must come from the top. read more

T-Mobile is the worst cell service, and has the worst customer service. They bill your cycle wrong, the transfer you 3-4 times for same issue, when they finally admit they were wrong they still send you the wrong bill. Do not go to them for cell service!!!! They are the worst!!!! read more

If I could give less than one star I would. Me and my boyfriend came here on June 3rd while we were visiting the area(we live about four hours away, but visit the area at least once a month) to start completely new phone plans. We spent hundreds of dollars on two new phones and the two plans with everything included, we pretty much added on everything they suggested. After i traded my old iPhone in and restored the new one, i said "all my pictures aren't showing up on here, maybe it wasn't backed up correctly". He responded with "sometimes it just takes some time for them to pop up, I'm going to call you tomorrow to make sure all your pictures are there before we get rid of this phone.". This was a Sunday, the very next day my boyfriend called the store and told him what was going on(my pictures were not there) and also that we would be back in town TWO WEEKS later, the weekend of June 16th and the T-Mobile employee told us that he couldn't do anything over the phone but he could hold my old phone for us so i could back it up when we were in town. We got the the T-mobile store on June 17(less than 2 weeks from when we bought the phone originally and only 12 days since we talked to them on the phone about coming back), only for their assistant manager to tell me that they return phones on Friday so my phone was gone and there was nothing they could do. The only thing he kept saying was "we only hold phones for a maximum of 48 hours and he shouldn't have told you we would hold the phone". I am absolutely devastated that I lost years of pictures and videos all due to Jeff, the employee who promised me I could get my pictures from the phone, an employee that told us false information. I'm genuinely upset that this employee/this store received the commission from my sale and I would trade phone companies if i could solely because if this. It may not sound like a big deal, but I lost years of memories because of them. read more

We just switched to a T-mobile family plan. Sami helped us get set up. He was really helpful, knowledgeable and patient. The switch over was seamless. The coverage seems good so far. But the excellent customer service is why I am writing this review. 5 stars for Sami and the college Ave T-mobile store. read more

Henry is awesome ! He helped me with an issue I was having with my Galaxy 5 and even showed me some new stuff I never knew was there. Thank you read more

The customer service was awesome at this location! Both Henry and Sami helped our family choose phones that stayed within our price point range that met our needs. They truly have the customers' best interest at heart. Thanks read more

Have been utilizing this location to purchase my mobile phones for several years now..just upgraded again and Brian Lopez made the experience smooth and carefree...Brian went out of his way to assist me with every detail, from choosing the right phone for me, to performing all the technical details necessary to walk out of the store fully functional. ...additionally, Brian helped my partner upload all her data to my old phone!..he really went above & beyond, as did his co-workers Henry, Sami and Robert as needed....this current group of employees are excellent, friendly, and kind....remember to ask for Brian! read more

Dealing with T-Mobile has been an absolute nightmare. That includes both the 1-800 T-Mobile customer service and the staff at the retail level. Both were unhelpful, misinformed, and outright dishonest when dealing with a problem with my account. I cancelled my service entirely and took my business elsewhere. Going on three weeks and I'm still waiting for a refund. I've filed complaints with both the Better Business Bureau and the FCC. read more