New to TMobile, the store representative sold me Rebellion prepaid sim card which can't be changed to postpaid. As a result, I can't get added to a family plan. I came to know this fact by calling customer care on phone who told me that you should get QVD sim cards. When called the store, the guy threatened me by saying don't teach me how to do my job, I am working in the store for 3 years. He wasn't ready to listen to me, very rude on call. I ended up wasting 30$ on 2 sim cards. Wont visit the store again. Looks like the store representatives have no knowledge about the latest processes of TMobile. Went to other TMobile store in Cupertino, who helped me to switch from other carrier to TMobile. read more

Best customer service I've received at any phone carrier location. Super friendly, attentive and efficient. This location is about 10 miles from my house, but i would rather drive the extra distance. Mike is always so helpful and makes sure I'm satisfied with every visit. Thank you! read more

Unless you are starting fresh (not jumping from one carrier to this one) DO NOT DO IT. It's a headache depending on what phone you get (ahemmmm the iPhone!!!) and there are too many gimmicks and the whole ordeal is very unclear. We ended up paying a fortune for phones we did not use, re-stocking fee, sim cards (I believe were $10 each). And by fortune we're looking at 600-1000 and A LOT of wasted time going back and forth to locate missing devices and waiting for certain things to process before you can actually terminate your phones. Minor Annoyances: -Each station has different music playing so you can only imagine what kind of commotion that adds -There are 3 different stations you can stand at which is great if you're doing a quick transaction. Otherwise the wait can be uncomfortable with the stupid stools they have available which I have suffered through far too much for some phones THE LONG STORY: The two girls that I have met (Courtney and Sheena) are incredibly nice and this review is not towards them at all. I'm extremely disappointed with this company in general. My parents phones have been tweaking out for several months now and with the iPhone 6/6+ and this new plan that T-mobile has, they promise to pay your cancellation fees and let you walk out of the door with brand new phones, we decided it'd be a great time to switch. Personally, I don't trust ANY deal from ANY company., knowing there's gotta be a catch. And a catch there was. We came in mid October expecting to get new phones and they didn't have any iPhones in stock. Fine. We'll get it shipped to us in a week, cool. Came home, fulfilled the email requirements Courtney spoke to my mom about and Courtney said they had two phones available a few days later. We came in the same day she called us and what do you know, someone sold the phones Courtney had reserved for us!!!! So we wait for our shipment, our phones were delayed about 3 weeks and we finally got the shipment for the 6's 2 days ago (3.5 weeks after our initial order). My dad's phone, the 6+, has been delayed twice and we JUST got an email this morning stating that the 6+ would be delayed AGAIN UNTIL DECEMBER 17. I know Courtney and Sheena have nothing to do with this the shipments and its entirely up to Apple so we took matters into our own hands, went to Apple, explained our situation to them, bam. After 45 minutes of a stupid line at the Apple store, we had my dad's phone (the 6+) in our hands ready to roll. So we take our butts to this T-mobile store and had the pleasure of talking to Sheena. She tried to figure out our transaction with Courtney, Sheena helped us one thing at a time, and we walk out with our issue only partially resolved. And by partially, I mean like. A minimal amount. We'll be coming in with Courtney when she's free this week to figure things out but I'm totally done with this company and my mom is regretting ever THINKING about switching. (In my defense, I was perfectly fine with a slightly dysfunctional phone who's plan was a couple bucks more than T-mobile...contract or no contract). ***November: *** We came in today and unlike what Sheena has promised, Courtney was off. FABULOUS. We're not trying to delay this process any more than we have already (after a month, we just all want working phones). We were greeted by Jimmy, told him our story yet a 3rd time and finally, FINALLY. SOMEONE WAS ABLE TO HELP US! He told us what he was doing, did his tasks, refunded us whatever money we could and we're finishing this whole ordeal for once and for all as soon as we finish shipping our devices back. I still hate this company with a fiery passion but am SO SO SO GRATEFUL FOR JIMMY. JIMMY KEPT IT SHORT, SIMPLE, SWEET, KNEW WHAT HE WAS DOING, KNEW WHAT WE WANTED, AND HELPED US AS PATIENTLY AS HE COULD. THANK YOU FOR YOUR TIME AND YOUR PATIENCE AND FOR BEING SO FRIENDLY AND UNDERSTANDING. ***February*** (YES, WE'RE BRINGING THIS CRUD INTO THE NEW YEAR) After locating multiple warehouses for one missing device, an iPhone 6+ with 64gb, it cannot be found and we are left to pay for the device that we sent back and whatever restocking fee and the sim cards etcetera etcetera. SAVE YOURSELVES YOUR TIME AND MONEY AND DO NOT SWITCH TO T-MOBILE UNLESS YOU ARE STARTING FRESH. read more

Staff is under training.. It seems like he doesn't want to work today. Lol customer coming out of the store pissed. Its a very nice store in a good location but I will never recommend to go to this store. How can you sell service when you don't know your terms and plan read more

This review is for RUBY. I'm going to start off saying that she is super helpful and. understanding. Whatever you need she does what she can to help and provide you the best service. Thanks to her I was able to get a phone with no problem and she gave me absolutely no problems and knew what she was doing all the way...so thank you RUBY! :-) read more

The store needs more people on the sales floor as well as more computers because the wait is extremely too long to get any assistance it's just about always a 30 minute wait with nowhere to sit it's just a very poorly set up establishment you have a better chance at getting more help from a mall kiosk unfortunately read more

I am completely fed up with this store. They are unbelievably unhelpful. Went in here once and I was not helped at all. They stand around and chit chat with each other while they have a long line through the door. They turn everything into a hassle. It really turns you away from T-Mobile. When you walk into a store like this it can be a little overwhelming and this store does not help you at all with any of your needs. They also don't share any deals they might have. I felt like they just want you out. If you are looking for a good T-Mobile, I recommend the one in Dublin on Fallon road. read more

Don't ever want to step into the store. Tell me the accessory is half off, and tell me i will get money back as bill credit. Then I when i come back again, they say it's half down instead of half off. Oh yeah read more

T-Mobile provides me with a horrible experience. Was having problems with my phone, took it in to get serviced. They ended up erasing 50% of my pictures. Coincidentally my mother and father were in many of those pictures. This particular t-mobile ordered a new phone and didn't have the equipment to transfer my photos. So they told me with their equipment it would take about a week for my pictures to transfer. I told them I would take it to another store. They told me I couldn't because they already started the process. When I went to pick up my phone, 50% of my pictures and videos were gone. My mother and father winded up being in the hospital. My mother, terminally ill, is about to pass. All the memories I had in those pictures I can never get back. I blame the incompetence of the staff at this particular store. Horrible customers service and a great deal of immaturity from the manager to the staff. read more

This review is for Cindy!! We were told by a tmobile rep over the phone that we could trade in our iPhone 5 and pay $10 a month for the iPhone 6s which turned out to be $15 a month. During the transaction, Cindy had no interest in helping us, properly explaining the promotion, or answering our questions. She even made it a point to rub hand sanitizer after touching our phones, but afterwards still touched the store's computer keyboard which is used by different workers everyday and money which travels through numerous hands per day. The worst service I have ever had at a Tmobile store being that the store normally has friendly workers. Cindy had the type of attitude that makes you want to keep your money & switch to another carrier! read more

Ok service, not the best. I came in around 5 and no one asked me if I needed help. I came back around 7 and this very nice helpful young man named Christian helped me. Thanks to him I got what I needed. THANKS CHRISTIAN COSIO read more

One of the worst customer service experiences of my life. Staff will tell you how to fix something, you do it and then when it doesn't work, they still try and blame you. Then try and make another commission off you, horrible. read more

Were do I begin. Well, on October 5th we had purchased the iPhone 6 plus through this store. We spent roughly 3 hours to order this phone just to order it, it took them that long because they kept on making a mistake . So given fact it was already gonna take 6-8 weeks to get the phone. We had used the t mobile visa card to purchased that item because We didn't know on when they were gonna take out the money so they offered us that payment option. They did not tell US the terms and conditions of that card, they didn't even gave us card package that comes with it not knowing that it was gonna charge us monthly fees. Fast forward to this month t mobile tried taking out the money and sent us a text message saying that our card did not have enough funds when we put more that what our cost of purchase was. Come to find out they charge us a monthly fee that We were not completely aware off, we weren't even aware that it had to be registered whatsoever. So,thAt being said our order got canceled. A phone that we have been waiting floor 6 weeks just got cancelled. Now, when we found that out we reloaded the cArd we tried repurchasing the phone and this t mobile store could not even do that. We called the card services and the card was in perfect condition and it was actually the store that was having issues. For some reason their system kept on declining the card. We were there for almost 3 hours and pretty much came out with nothing. Waste of time, waste of effort. If there was another t mobile around or somewhere closer I would just go there instead of coming back here. read more

I wanted to upgrade my phone to Samsung 9 so I was struggling over the phone dealing with customer service. Long story short, we went to their corporate store in industrial Pwky in Hayward. Waited for about 5 mins and Jeremy came and assisted us with the process which was exceptional. I've never quite experienced such amazing customer service from any place. There are few people who go beyond expectations. So without further saying much, thanks to him for making it a breeze!!!! read more

This one the worst service that I have ever had. If I could I would give them no stars but it's not an option. I was assisted by Nancy. I was already have a frustrating and difficult time with T-Mobile. She then says that I need to pay $20 because I had did not have a phone connected to both SIM cards. Than I was porting my number over from sprint and she said that I still needed to pay 300 out of my pocket to sprint since they didn't cover it. But T-Mobile says it covers 650 in cancellations fees. She made my experience with T-Mobile even worse than it already was. Nancy needs to learn how speak with clients and not try to take more money from them. I went to another T-Mobile and said nothing about have to pay more. Shittiest service ever!! read more

I went from being very angry and frustrated (mostly with the call center staff), to being extremely happy and satisfied with the service from management at this location. The staff was friendly and they made sure to acknowledge customers, even when it got crowded. Management is superb, professional, and went above and beyond to make me feel valued as a customer. I came in to this store for the sole purpose of finding out how much I should prepare/budget to pay for an upgrade. The associate who helped me pulled up my account and told me I would just have to turn in my phone, would pay zero down, but owe taxes and fees for the upgrade. I was really surprised by how low it was, so I asked if he was sure and explained that another member on my plan had been in another store and they told him he would need about half down, so I wanted to confirm my down payment so that I could plan accordingly with my finances. Again, the associate told me that I wouldnt have a down payment. Unfortunately when I went into another branch a few days later, I was told that there was a large down I had to pay. After calling the branch I was at previously, the manager apologized and was trying to help me find a solution, but according to the system I did in fact have a larger down payment. Very disappointed, I then called the customer service lines(611), looking for answers as to how I could walk into a store, have my information pulled up, and be told several times that I had no down, if that wasn't the case 2 days later. Needless to say, the call center reps where not very helpful, apologetic or empathetic to my situation. Very rude and very condescending. I couldn't believe how they were treating me. Ended up even more angry and frustrated then I was initially. Did not feel valued at all. After I cool off I try contacting the store management and was able to get in touch with regional who completely saved the day working with the store manager there. He gave me a very reasonable offer, was professional and knew the true definition of customer service. He firstly apologized for the situation, acknowledged the mistake the employee made, and offered to listen to me, and come to a solution quickly. Within 5 minutes, we had a fair deal and most importantly, he didn't try to brush the mistake under the rug like the call center had done. They really went above and beyond to make up for the misquote I was given and they responded very quickly and were also very thorough in making sure all my needs were met. When I went in store to pick up my phone, the staff and management were amazing and the upgrade went smooth, manager made sure I had everything I needed plus more before I left the store. I was actually pleasantly surprised at the response. I've dealt with other companies who ignore you and treat you like your worthless and I don't see good service like this very often. 5 stars for excellent service and for being quick and courteous to resolve their customers issues. read more

Went in to upgrade my phone. No hassle. Took my old phone as a trade in. Samantha helped me out. She was very knowledgeable and helped me through the process. Only complaint is the wait time. Understandable but still a little understaffed so it seems. All in all a good experience. One of the better Tmobile spots in my area. read more

T-Mobile is the worst mobile provider. They say their family plan is $100 for 4 lines but when the bill comes out it's around $200. That is bulshit. I'm happy to be switching from this rubbish. We pay for insurance and it's a waste. A friendly suggestion to everyone if u want to switch to T-Mobile then don't because later you are gonna regret. read more

Great location next to target. Store is remodeled. Only problem with them the service is soooo slow. Sometimes it takes like 30-60 mins for wait time. They need to hire people more people. Chairs or stools would be nice when talking or getting assistant from customer service. You have to stand for long time. read more

Was there to purchase a phone,took them 4 hrs to transfer my files and still failed,manger did not even apologize!!!bunch of amateurs when it comes to customer service and solving problems,just take ur bussiness to other store they suck. read more

So I go in to buy a new plan and grab new iPhone they tell me there's two people ahead of me and I'm next after that and I wait and wait and wait and people come in after me and they get served before me and I'm just standing around and nobody is helping me. Horrible customer service! read more

Very satisfied customer!! Look for Shaleena...great service & very patient!!! Thank you for all of your help!!

I've been going here for years and for the most part they went out of their way to help me. They know what they are doing, but as usual there are many ways to cook a chicken if you get my drift. It is always best to do research on the phone you want, and if there is a problem or procedure you want them to do, find out the process first and ask them if they can do it. That way, you will be out of there more quickly and get the best results. read more

There were 6 people working here and we were told there was a 45 minute wait. After waiting 30 minutes and watching a t mobile person actually clean the window while there was a 30 minutes wait, we were infuriated. Let's be honest.. What business has a 30 minute wait and has a worker cleaning windows instead of dealing with customers. read more

This use to be my Togo spot when I need assistance. My iPhone 7 Plus was working fine today and out of nowhere it started acting up. It just kept having the spinning/loading symbol. When I try to get to my home screen after punching my code/put in my fingerprint, when it took me to the home screen it will go blank and just have a spinning symbol in the middle. Came in to ask for assistance and all they said was they can't do anything and I will have to go directly to Apple store. If I don't want to I can go to Best Buy geek squad... didn't offer to help by suggesting I need to reset my phone, take out the sim or whatever that might help or even call customer service to get tech support. I went to Best Buy and got the problem fixed within a minute! All the rep did was a hard reset! You would think this is basic troubleshoot for T-Mobile Representative who sales phone will know this.. Smh I used to get better customer service here now it just seems like they just want you out the door and make sales! read more

Good customer service but an extremely long wait, I've learned not to go to this location when I'm in a rush. It'd also be nice to be able to make an appointment and be able to walk out in a few minutes. read more

Worst location ever! 2 months in a row no receipt text even though I asked for one. Receive a text that my bill is due after I pay it, then when I call to ask about they go to put me on hold to take care of two other customers first. 2nd time I've called to take care of things and get treated as third class citizen (in other words I'll put you on hold and maybe you'll go away). Been a customer for years. Going to go back to other location me if customer service continues to be like this there, will go to another carrier that cares for customers read more

1 hour to wait ? Customers are mad . Chaos everywhere. Im sure the ghetto metro pcs store treats customers better. They even forget who is on the list. read more