I don't even know where to start, but I truly feel like I need to share this experience. I lost the power adapter for my work internet router and, in a moment of confusion, I ended up using it at home for my phone. When I got home with my kids, we suddenly had no internet. I was overwhelmed because where I live, cell service is poor, and so much of our daily life depends on having a connection--especially for school and work. I called T-Mobile and spoke with someone who kindly directed me to a store on Whipple in Hayward. When I arrived, I was honestly stressed and unsure what I was even going to do. Robert helped me, and although I didn't catch the manager's name or everyone who assisted me, I've genuinely never been treated so kindly by complete strangers. They went out of their way to help me, and I was incredibly lucky that they actually had a spare adapter available. I understand they don't usually do this, which makes it even more meaningful. They provided it to me at no cost, and I still don't know exactly how they made it happen, but it meant everything to me and my kids. It could have been a very long, stressful night or even days without internet, but they changed that completely. I left emotional and incredibly grateful. It reminded me that there are still genuinely kind people out there who go out of their way to help others without expecting anything in return. Thank you to Robert and the team at T-Mobile on Whipple in Hayward. I won't forget it. read more

I got a new phone last year from this T-Mobile store. Double check your paperwork before you leave. This place signed me up for phone insurance called 360 without my knowledge. I only found out months later when I had a detailed look of my bill. I will never do business with T-Mobile again! read more

Shmeek and the rest of the staff have been nothing but kind patient full of information energy. I cannot say enough good about them. I'm surprised if they're rating well it's because it must've been previous employees because these employees are very nice and it makes me and I will recommend them to each and every person I come in contact with you guys are great and thank you very much. read more

What a joke go in to upgrade and the rep is useless, they don't do anything anymore but tell you to do it all on your phone. Then they charge you a $35 fee for a worker that looks miserable to be there to walk my phone from the back to me so where is the service or customer service there is none so f these guys hope they close this bs location read more

Every time I go here it's an experience. The staff is always on point always friendly, always greeting each and every customer as they enter the store that's amazing. Feels wonderful to be recognized when you walk into the establishment I must say Management is also on point. ( KIM) I love how the store ran. It's ran smoothly always clean, but I can't forget to mention this. This is the main reason why I go not only because the customer service is amazing but the music is always fitting my mood or it's just a great selection. I don't know if it's satellite special satellite for T-Mobile stores only but that music keeps me going back as well. Good music brings great crowds. That means great business. I love it. I've been a T-Mobile member for a really long time. I wanna say 14 years I go back to sidekicks how about that you do the math I'm telling my age but it's all good. Happy hump day. read more

See all

This review is for Evelin R at this location. She was absolutely amazing in getting my account back after getting a new phone from apple. She is super patient and very knowledgeable. Highly recommend her for getting a new phone or switching a line. (She's bi-lingual) for all Spanish and English speakers. read more

We spent nearly **two hours** at this location trying to process a trade-in, and the experience was far from smooth. While it started off promising, things quickly became frustrating. Ellie, who was helpful and polite, initially quoted us a cash down payment of **$200** for the trade-in, in addition to the **$800 trade-in value**. After we agreed to those terms, she claimed there was a misunderstanding and increased the price to **$299**, supposedly for the latest version of the Z Flip. This was confusing, as the displayed price for both the 128GB and 256GB models was the same on the iPad she was showing us. Adding to the frustration, this process happened on **my mother's actual birthday**. It dragged on for hours, involving back-and-forth confusion and even a payment reversal. For a company as large as **T-Mobile**, I expected a more **efficient and professional process**, but instead, we encountered repeated misinformation and disorganization. The staff apologized, but only **after** the fact we'd endured this ordeal for a while and she prolly sensed our dismay and exhaustion. We even had to pay $35 for the activation fee and Ellie said that we can use the T-Mobile app to get a discount of maybe $15 to lessen the price but even after registration and all that, it didn't go through, we still paid the $35 activation fee. All of that additional 20 minutes of registration for nothing. So very annoying. Ellie was pleasant and friendly, but it was clear she lacked the necessary knowledge to handle this situation. She may be new, which is understandable, but customers shouldn't have to suffer because of poor training or lack of experience. This was my mom's **first time in 20 years** switching from iPhone to Samsung, and unfortunately, it turned into an extremely exhausting and severely unpleasant experience. It's disappointing that what should've been an exciting moment became so stressful. I hope T-Mobile improves their processes and ensures staff are better prepared in the future. But I won't keep my hopes up too much. read more

T-Mobile - Z Flip Phone in process of a transfer. - Mobile Phones Near Me - Hayward, California

Customer rep, Ellie, helped with numerous issues that we had with my new phone . She was very knowledgeable and professional, most of all very patient even though it took a while to solve all the issues I would definitely recommend her to my friends and family. Thank you read more

I got the new home internet last December and they said they would cancel my previous one which is the older box. I understand my bill would be higher for January because I got it mid cycle but now I found out (during the cycle after paying the higher monthly payment) that they never even canceled my older internet. They told me that they would have a label and box shipped to me and the thing is I even brought the old internet with me the day of when getting the new one. The only who helped me was one of the managers too. So I just got off the phone with one of the supports, Genevieve who had nothing to do with this location, and she was wonderful in helping me fix the Hayward location's problem. And Genevieve said that they should have taken it back. Again, this location helped me get an upgrade on my internet. I brought the old internet box with me. They said I would get a box shipped to me. They said they canceled the service to the older internet while setting up the new one. I understood the higher monthly payment on Jan 3rd because I got it mid cycle. Then next thing I know, a month later into the new cycle, that my old internet was still active and that I would have to pay it in the next upcoming cycle, AGAIN. Honestly fk this place because they fked me over too many times. read more

Brought my sister in here with a new unlocked Samsung phone and Darrell was able to transfer her service and all of her data over in 15 minutes. Really easy Clean location Lots of easy parking read more

Jose was such a man. My mom was dreading going to the store. He's an expert salesman. Every question we threw at him he came back solutions. Hats off to you Jose! read more

Went in to purchase 2 new IPhones. Spoke with Angelica. She talked so fast, we couldn't keep up and she kept insisting we finance the phones when we clearly told her we don't want to finance anything. We asked her what the cost would be again she reverted back to financing as that would a better deal according to her!1? Huh, we are paying cash how many times do we have to repeat this. It was so frustrating we walked out. read more

If I could give no stars for the stuck up unprofessional people that work at this store. When asked to help getting an issue straightened out I was told no and told to call the 800 number. I had to call with my phone and have them talk to the gentleman on the phone. The exact thing I asked them to call them about. If you are in Customer Service and want to be lazy be prepared to people to be upset. Stay far away from this store. T-Mobile do better and hire people that better reflect your company. Please remind your staff that high school behavior is not welcome in your stores. read more

I go up to an employee (female, probably in her 20s) and ask if I could get checked in, first thing she says is "could you wait I just got here" I am a little confused by the attitude, not sure if she was having a rough experience before she accomodated me, but I still think that the attitude was unnecessary. I then get seated and start asking questions, wishing to upgrade my iPhone 11. As shes answering my questions shes being extremely rude and unprofessional, laughing on her phone while i'm asking a question. I even asked her a question about the trade-in offer and she straight up and said "Your only going to get $30, so whats the point" I left with my questions being unanswered and just felt heard. She made me feel ashamed! Can we please put a little more effort into hiring better employees? Can we please find out what her name was? I could care less about how unprofessional she was, I just dont want other customers to feel how I did in the store. read more

Salvador has an excellent customer service Very friendly staff thank you Salvador for helping me get my issue resolved read more

Came into this location in the afternoon to add a line to my account. I already had a device, so I just needed to have a new SIM card activated. I walked right in and Mo greeted me right away. The store was nicely setup for social distancing and everyone was wearing masks. Mo and Ivan had me set up with a new line and SIM card in my pocket in under 10 minutes. P.s. I noticed all the employees in the store at the time were looking fresh in their Jordans and Yeezys. Keep up the great work y'all. read more

Very Rude manager store. lack of communication skill. I even want to stop using T mobile after stopping by this store. Need a lot of training in how to explain with customers about policy. read more

Worst store. Employees including their store manager have no ethics. Evelin lied on my trade in to say that I didn't disable my find my iPhone to make sure that I did not get the trade in credits (their store manager Kerwin approved that and was part of the lie). Why wouldn't I disable find my iPhone feature when I am turning in the phone in person. They eventually acknowledged their error and to make it right they took my phone back and charged me the normal restocking fee. Didn't waive it. The store manager Kerwin didn't help either. I have been a customer for 5 years and would be moving all 4 lines elsewhere. Avoid this store at all cost. read more

Do not go to this store!!!!! Manager name Adisa or adesa is the the worst. Would not help me unlock my sprint phone after I paid off the unit. I was able to have my 2 other phones unlock in the same store 2 months prior. But this lady is too lazy to do it. She said I have to call customer service. After I showed her the screen shot that I have it unlock in the same store she gave me the Oh we are closing in 5 min. read more

Long waits and long time to get a cell phone and/or exchange, upgrade or questions. Go only when you have to. Even though they have a couple of people working service is always so slow. I hate going. read more

T-Mobile - Inside the always busy store. - Mobile Phones Near Me - Hayward, California

This is the place I go to whenever I'm having problems or questions about my phone service! T-mobile is no longer doing contracts. Phones will be much more expensive, but they offer monthly plans with no interest! I'm currently paying about $20 a month for 2 years for my iPhone5s. I'm on a family plan with my parents. Our bill comes out to be $134 each month (that's including my $20 a month to pay off my phone so really it's like $110 a month). We get unlimited texting and calling. I get 2.5gb of high speed data and my mom gets 500mb high speed data. After you use up all your data, you get unlimited data for no extra charge! It's just slower speeds, but I don't mind that at all :) My friends are always telling me how they ran out of data, but that's not a problem for me! Every time I walked into this particular store, I've always felt welcome. The staff are all super kind and helpful. Yes, reception sucks sometimes, but I really can't complain. I'm loving t-mobile more than ever now. (Lol it sounds like I'm advertising for them, but swear I'm not! I'm just a happy customer) read more

Mike was very helpful in helping us upgrade a phone on our plan. It was by far the best service we have gotten from a T-mobile. He was very friendly and made the upgrade process quick and easy. Thank you Mike this will be our new location to shop at! read more

I only came here to buy a charger for my phone because mime broke, and when I went to go pay for it, the male employee was watching porn on his phone set down on the desk! He wouldn't be doing that if the DM was there! I am traumatized for life read more

When they say the wait is 2 minutes.. It really means 20. Only come to this location if you have time to kill. read more

I seriously wouldn't recommend anyone to get service from them!!! Like seriously!! One thing they won't tell you is that if you finance your mobile device is that they have to call the store (Apple...) for them to UNLOCK it, that the whole process takes 15 days for to be unlocked!!!! Wth they said once it's paid off, it will take 3-5 business days to be unlocked, but they just lie and say that to keep you calm!!!! So not staying with them!!! read more

Quick, friendly and efficient customer service. I came in to have my new iPhone 11 Pro Max set up and DJ was awesome! He activated my new iPhone, suggested some cases and screen protectors and even installed it for me with no problems whatsoever. We were in and out in no time. He handled everything smoothly and there were no issues! We will be back and hopefully have the same seamless experience. read more

Worst service ever. I came in to buy an iPhone 7 and here is everything that went wrong. - Almost rang me up for an iPhone 6S until I pointed out it was the wrong phone. - Didn't ask for my storage preference. - Didn't ask for my payment method (monthly or all at once). Charged me for monthly payments when I intended on all at once. I've had good experiences at this location before but certain workers need to be trained or disciplined better. read more

Jorge is super helpful! Was able to address all my issues with my phone- definitely went out of his way to help and I've been here a few times to address the same issues read more

Went here to sign a contract coming from Verizon, everything went fine and dandy. Now when t-mobile was unable to satisfy me( mostly because there is no service at my residence and at my work place. ), i was indeed frustrated. However, that was completely fine because for cell phone companies its either hit or miss. Now the bad part, i went in to return the phone (under 30 days for CA) and there was this girl named Noelle who was helping me at the time. She kept on saying we cannot return the phone and the contract is permanent while it clearly states the phone is returnable within 30 days. Called corporate and they said it's fine since it's 30 days and there is no signal around my workplace and house. Went back in there and she kept trying to fight corporate, her manager and us that the phone isn't returnable. The manager was cutting us slack so he was rather helpful. After everything she said oh sorry we cannot give you the refund of the deposit we PAID them. So I left for the day because I had to be somewhere and i wasn't feeling like she was being cooperating. So I called corporate TWICE and they said it was for the store to refund me. Of course when I called Noelle wasn't working so the other girl said she will give you a call back when she is in the next day. Guess what? no call! I got rather busy but then i had a chance to call about 3 days ago and explain what corporate told me. Thankfully this was another manager named Francisco. And he solved everything in less than an hour. These two stars are solely for those two managers that was the most helpful during this time. Hopefully they hire more competent workers in the future that won't give other potential customers a hard time. read more

My wife and I came here because we wanted to switch our carrier from ATT to T-mobile and also upgrading our iPhone 5 to iPhone 6s. Summary: - lied about the Jump promotion - not pleased when we only sign up for 1gb 4G LTE - lied about the price for the iPhone 6s I visited t-mobile website ahead of time and noticed there is a promotion going on called Jump. That program allows the user to upgrade new smartphone with deep discount price. I would be paying $15 / month to get the iPhone 6s 16gb. With this mind, we were expecting $30 / month to get two new iPhones, on top of the monthly plan. BTW It is so roomy inside the store, but very limited seating. We are skinny, and I couldn't believe the bench we were seating couldn't even fit both of us, and there isn't another chair around. Nevertheless, we spoke with Diego about the switching and upgrading. First, he told us that only iPhone 5S and up will be eligible for the Jump program, which is not the truth. See the picture I upload for proofs. iPhone 5s or newer smartphone will get better discount but it doesn't mean we cannot apply the program with our iPhone 5. Second, we told him that we want the $100 for 4 lines unlimited everything with 1gb of 4G LTE. For the next 10 minutes, Diego had been trying to convince us to get the 3gb instead. We stood firm and said no, we want to 1gb. Kept saying "are you sure?" Diego began to pull a long face and still trying to explain the benefits of getting 3gb instead of 1gb. We would order only what we need, not what you want us to order. Plus, we can UPgrade as well as DOWNgrade our service anytime we want, so don't say something like get the 3gb first and see how much data you are really using, then downgrade it to 1gb in the future if needed, because we can do it the other way around. To me, it is extremely annoying, and you won't never earn my business that way! Lastly, I asked him for the price for iPhone 6s. He told us $35. I did some research on T-mobile website, and I only see $27.09 / month for 24 months, or $31.25 for iPhone 6s plus. We are not sure where and how did he come up with that $35. Very disappointed! Never come again. read more

T-Mobile - https://newsroom.t-mobile.com/news/iphone-6s-offer.htm - Mobile Phones Near Me - Hayward, California

Strolled in on a Saturday afternoon, expecting the worst since, what, Apple released the beasts of the iPhone 6 and iPad Air, but was pleasantly surprised it wasn't completely busy. As soon as I walked in I was greeted by an associate and assured I'd be helped. Inwardly, I scoffed and expected to be forgotten about. I say that because every 'group' there was helped by each staff member with lengthy questions about plans and devices. And I say 'group,' because there were couples and painfully a family with two overly energetic boys running amuck while the parents tried trading in their devices. So, again, lowest expectations. Lo and behold, I browsed accessories for the S5 then sat myself down before the one of the female staff asked if I'd been helped already. I told her I hadn't yet and she swiftly tacked one of her coworkers to help me upgrade my phone. Long story short, the process was very easy on my part: signing my paycheck away for a shiny new S5 but having to deal with T-Mobile's sluggish Internet while going through the actual payments. The clerk, I forget her name was absolutely sweet and courteous despite being bum rushed with all these customers clamoring about. Would come back to this location again! read more

Came in today to upgrade my phone (Galaxy S7). My plan was to trade in my S6 and use that plus pay a larger down payment for my phone so that my monthly would decrease a significant amount (from $30/month to $18/month). The associate assisting me said that was fine and proceeded with the transaction. Throughout the whole process, I asked questions making sure that she understood what I was trying to do and she confirmed yes every time. Then, after a total of more than $300 toward my phone had been charged, I'm told that the monthly payment for my phone is still $30. It wasn't until after the charge that the employee told me that their policies had changed and that making a larger down payment would only decrease the months I'd have to pay off my phone instead of bringing down the monthly for it. This store had poor customer service and only aimed to add more to your bill. Make sure to check the reviews for the stores before coming to any T Mobile. read more

It took 12 months to respond your kidding right. Don't waste your time nor mine. It takes 10 minutes to transfer data in store.

Long wait and few representatives!!!! Waste of my time. I drove to another branch 25965 Industrial Blvd. and they helped me right away.

Went to this store yesterday to add a new line. I brought my two little ones with me. I happened to sit my daughter on one of their tables and she knocks one of their little plastic signs that state "6 feet apart" I immediately grab the plastic thing and apologized. We got no response. Another associate laughed while getting the broken plastic thing and took it to the back. My husband and I immediately felt not welcomed and not wanted there any longer! Kids will be kids! I'm sorry that my kiddos were running around and happened to knock down some things! I never write reviews but this experience really got to me and my husband. read more

My husband and I went to this location today .. didn't feel welcome at all shortly wait means long time wait like people doesn't have anywhere else to go.. customer service associates.. her approach was bland .. No greeting .. she rushed us thru whole process like her has somewhere to be .. didn't feel customers service at all .. I wouldn't even give 1 starts .. people if you really want to kill time go there read more

I wasn't expecting on purchasing a phone and I looked online at the t mobile website and was approved and decided to go to a store and see what happens. The store manager Francisco is very friendly and helpful and the associate Raj helped me get a phone and a good monthly plan. Raj along with Francisco provide excellent customer service and they surprised me with how helpful they are. I will recommend this store to anyone who is in need Of a phone Sarah C. read more

Expect a very long wait when coming in here. My previous phone malfunctioned and stopped working so I came in on a Wednesday night to purchase a new phone. I had to wait about 40 minutes before it was my turn. Once I was helped I was out in about 20 minutes. The staff was friendly and helpful though. I had to come back another time (Saturday) because the first phone was defective. I had called before I came in to explain the issue and to ensure that they would have the phone in stock. They did confirm it was in stock so I went in and waited. This time the wait was a little over an hour and when it was my turn they did not have that phone in stock because they were having a promo that weekend. Ugh. But they were helpful enough to give other local stores a call to see if they had it in stock and put it on hold. They ensured that I would not have to wait in line again at the other store. Overall great service with long wait times. Communication could improve though. read more

What a joke. Bought a new Iphone as a gift. Asked for the black color and also repeated twice, and ended up with a BLUE one....

This review is exclusively for complimenting John Lee, the sales representative. As an international student here, I've experienced countless problems to find a satisfying mobile phone with adequate service package yet with reasonable price. He is exactly the right sales representative I have been looking for because not only he competently knows how to minimize the burden on customers from choosing a mobile phone to deciding the service plan and data plan, but also how he accurately observes what customers are looking for and offers his opinions to help customers make decisions. Lastly, he's good at helping customers saving money by exploiting seasonal or special discounts too. I will be happily recommending him to any person needs help with cell phone matters. read more