We've been T-Mobile customers for years. In addition to the great rate plans and customer service offered by T-Mobile itself, we're so lucky to have this store close to home. The employees are always helpful, courteous, and willing to answer ALL of our questions. Ashley D. has helped us a few times. She's patient, friendly, and professional. A big thank you to Ashley, and to her co-workers, for caring enough about their jobs to ensure that we're satisfied with the products we buy, answers we receive, and that we have a pleasant experience in their store. read more

regarding Grossmont La Mesa CA store. Had 12 noon appointment today to purchase new I phone 11. First, need to mark entrance to store clearer, due to long line at sub shop next door, easy to get in wrong line. I was being assisted by a male employee when a very rude female employee raised her voice to me and told me to practice social distancing which I was. She told me the male employee" was out there putting his lie on the line for me" really? I am well aware of the Protocosl for Covid 19. She appears to have a very negative attitude, poor communication and customer service skills, Obviously she does not care for senior white people. Next told to wait in truck and they would call me. At 12: 20 I was called and told it would be awhile longer before they could help me. How long is awhile? I left very frustrated, angry and have to wonder why make an appointment if you cannot keep on time? I have reported the female employee to corporate as she does not appear to like her job or people. Poor customer service and attitude, I will never return to this store or recommend it. I did purchase a phone onlineby calling the company and had excellent service by a female employee in Asia who kept apologizing for the crappy behavior of the female at Grossmont location. Avoid this location otherwise you will be frustrated. Also I received several reminders to keep my appointment, well how about you keeping your appointment and be on time and treat customers with respect. read more

I wish I started coming to this location sooner! I recently lost my phone and I had previously gone to a different location that I have been going to for years, and they were no help. I figured I would try this location since I lived closer to here anyways to see what they could do for me. Since the moment I walked in, I was greeted and it seemed like the staff actually wanted to help. Throughout the whole process of ordering a new phone and trying to track down my old one, PAUL has been such a great help! It was such a relief to have someone provide such great service and go above and beyond. Being a single mom I have a lot on my plate, Paul made this process completely stress free. I will only come to this location because of him. Thank you! read more

Went in to upgrade my phone. I got helped my Adrian. He was very personable and helpful. He took the time to ask questions to help me find a phone and case that matched my needs. Not only that the set up time was fluid/fast and he also helped me get the most discount available. I'm very happy with my service today read more

I walked into this location cause I needed to pay my bill. No one was at the front except two sales people helping other customers. Well I approached the front desk and someone came out. She asked me for my name and I told her I just walked in. She replied RUDELY, "Yeah, I need your name to check you in." And then rolled her eyes. Read her name tag and was surprised that she was a mgr. Brianna is her name and expect to be greeted rudely. My nephew works at another location and I've never seen them treat their customers the way she did with me. I just came into pay my bill. The sales person that helped me asked how my day was going and I replied, "Better before I walked in here." She asked why and I told her what happened. Well she was very sweet and quick to apologize and defend her mgr stating that she is VERY pregnant. I told her, "I don't care how pregnant you are...you don't need to chew someone's face off." She promptly took my payment but I had to call my nephew and tell him what happened. He was pissed that someone would treat me that way. May I add, I sat there and listened to her greet a few other customers that came in and she was not snippy with them. Not one hint of attitude. Makes you wonder why she treated me that way and no one else...? read more

This is more to do with corporate and not the actual store. I recently went in and switched my son's AT&T account to tmobile, everything was fine.....until I passed another TMobile store a few days later and saw that you could get a new IPhone 7 for free when you trade in and switch your line. I WAS PISSED, when I saw this, because let's face it, who wouldn't want a IPhone 7!!?? I called the store and they told me "we don't even know until the promotion hits, I'm sorry." So I called 611 talked to numerous people but still they would not retro the deal. I don't blame the retail workers, but I do blame corporate because to give awesome deals you need to inform your sales people so they can build the trust with the buyers. Anyone who has a preferred mobile service I suggest you give your sales rep your info, so you can trust them to call you when deals pop up and not before then. read more

Extremely slow painful service, its the worst T Mobile corporate store I've been to. At Christmas time they barely have enough people to keep things moving. Waiting 30-40 minutes to make a change to my account is stupid. The management of this store should be ashamed and put under review by corporate. read more

On October 25th I had a horrible experience at this location of tmobile. I initially came into the store with a iPhone issue and after a review of my account from Ashley she informed me that I have apple care and that I should go to Apple to resolve my issue which was not able to talk during phone calls on my iPhone. My iPhone has a cracked screen in which she stated that I could not use my warranty through tmobile and I would have to pay out of pocket at Apple to fix my screen. Once I started to question why I would have to go to Apple to resolve me issue she started talking about upgrade options to get the new iPhone 11 instead of resolving my current iPhones issue. The following day I proceeded to Apple to run my diagnostic test and learned that the parts within my iPhone are unrepairable and the iPhone itself must be replaced. Thinking that I had apple care from which Ashley at this tmobile store location had told me I was informed by the Apple agent that she provided the wrong information and he does not see the Apple care plan under my iPhone and he informed me to go to another tmobile location for them to review my account and proof of purchase. I proceeded to the tmobile store in the fashion valley mall and was helped by Victor. He informed me that she gave me the wrong information and thought it was odd that she told me to go to Apple to fix my screen when their warranty can be used without fixing the phones screen. At this point I am disgusted by this stores customer service and misinformation I decide to call and talk to the store manager jimmy. Jimmy stated that she did not give me the wrong information and was a system error which seems to be easy to blame the system rather than the worker who should know her information. Once again he tried to have me upgrade my iPhone rather than fixing my current issue and after expressing my frustration of the situation he simply states "well what do you want me to do?". At this point I have decided to cancel my line due to the run around that tmobile has caused. read more

me + sidekick = awesome i can write reviews while out and about. i've had my sidekick for about a year now. t-mobile for a number of years. i've had cingular and verizon. i am happiest with t-mobile. boo for not going on a road trip :( read more

I really wanted to go to the Clairemont store just because of all the great reviews they had on Yelp but due to circumstances that day I ended up here. I came in to trade in my phone because my family plan had just been switched from Verzion. A girl greeted me and was able to help me fairly quickly. She started off nice and I loved that she had Lokai bracelets on. Although this is so, she grew to be pretty dry. (It should be noted that as I was being helped in silence it seemed as though other employees were talkative and friendly with their guests.) Anyway, I told her I wanted to switch to a Samsung Edge but didn't really offer me to check them out or any differences between the Edge and the S6 and was quiet. Then when I wanted the gold one didn't really offer any ways to make it work with my situation. She was informative in that she was able to tell me how much my bill will be each month for the phone, but when I asked her about my trade in and how much I could take off for my S5 she simply said I haven't done it yet, then more quiet. Before I knew it she printed out my monthly bill for me to sign. I asked about my trade in and how much I could get off again and she finally realized that she had forgotten to do it. So we had to do a return and fix it. All said and done she said it might take 5 minutes to fully port and said I'm all set. 2 hours later I can't make calls or text out. I went back to the store because I had just had dinner down the street and I figure the store might be quicker then staying on hold on the phone. I was wrong. I was not greeted my second time around and no one checked me in. As more people arrived at the store I just called Tmobile. Come to find out that the girl registered a different sim card than the one she put in my phone but hey, I got it fixed. Overall my experience was basic. I got what I needed and nothing more. I almost rated them a 3 but as I hover over the stars, 2 stars said "Meh. I've experienced better" and I'm going to be honest, that's how it felt. read more

i always come to this branch for customer service purpose only, such as problem with rebate, phone, plans, or something else, the staffs that handle me are always more than satisfying in service quality. look for christine, alex, and eve. idk about the rest oh if you're looking for great phone deal, definitely don't go to any of these official tmobile stores. you won't get a bargain at all. try amazon or any asian phone store instead read more

I would have given them 5 stars but it was long wait for assistance. Ace was a super star. After calling support, I went into the store because my 4G was not working. I told him all the steps I had already taken, and he believed me. Ace knew exactly what to look for and fixe fixed my connection. Ace answered my questions about data storage and never made me feel rushed. I inadvertently made fun of his phone, so sorry for that. Glad to know the MyTouch has had come a long way. Thanks to Ace for all of his help and knowledge. read more

Highly recommend this store once again. I'm not a tech person and the folks there always help with any problem I have. The associates Aaron and tawnya are excellent and patient with me. Of the 4 tmobile stores I've been to, this is the only one where I get excellent service read more

This place was great, I just wanna say that Katie was not only great and professional, she knew exactly where the original problem was in my bill and went back to when the problem originated. She contacted tmobile customer support( which they suck harder than anything) to see y they were billing for phones I had returned, So tmobile screwed up my billing again because every rep over the phone has his/her own damn agenda of doing stupid things and customers end up paying for those guys mistakes. Katie helped me with everything and was very smart and articulate for a sales rep( that's just hard to find folks) read more

This store is so amazing and I was so happy with the phone that was recommended for me! I will definitely be back again for my next phone.

I had an other great experience the other day at this store by adding line and purchasing a phone with the help of Tamir and Navid.They have been very courteous and helpful by explaining the different features of our plan our phones. read more

Went there today and purchased a Nexus 5 from Felicia. She was very knowledgeable about T-Mobile, our specific cell phone and cell phones in general. She was very sweet and answered all our questions. She was very personable and made our experience very pleasant. Considering I'd usually rather get a root canal then walk into a cell phone store it was a wonderful surprise. She deserves a promotion. read more

Most horrible customer service have come to this location multiple times to finish a warranty exchange. Always short staffed and a wait. Navid and manager on shift delivered poor customer service very rude and operated under premise that their customers are dishonest. Previously initiated warranty exchange for defective refurbished phone and went to San Gabriel location only to learn that phone would be shipped to store. I live in SD so was advised to visit SD store for delivery. Waited today spoke with manager about issues. Met by Navid who tried to recreate the issues with handset, audio quality poor he says its fine. Verticle lines on handset when on charger and spontaneously, screen flickers, dims (on manual setting), and switches during use. Stated its intermittent, maybe a connection loose. Am told since they can recreate they cant exchange. I share I have gone to other locations and it wasnt an issue. What's different here aand it is a very bad feeling to come in with an issue and basically be treated as though phone issues are not factual and customer is a liar. Navid hands my phone back and says then I cant help you. Shit customer service. Right before he finally shares that its because they are a corporate store that they HAVE to recreate the issues. Should have led with that when i shared my confusion over the different ways this was handled by another store. Manager had an opportunity to clarify as did Navid. Its the holidays, retail not for everyone. Horrible service and attitudes all six times I've beem here. Boo. Hiss. read more

Daniel Valdez is the best rep in there. There was a blonde haired manager there who was clueless with my issue. Daniel came in and immediately fixed it. That manager not only have us a poor greeting but again unsympathetic and incapable of helping us. If Daniel was not there I would have never bought and returned my SIM cards. Thank you Daniel for going above and beyond. You will get any leads I have. read more

WOW! What a great experience! Fast, friendly, and very knowledgeable. GO TO GROSSMONT T-MOBILE! Ashley helped me as soon as I walked in and resolved every one of my needs. The managers Josh and Katie were attentive and professional during the entire process as well, even while making sure everyone else was helped. Overall, they didn't waste my time and gave a great new plan and phone for a great price. They even transferred all my stuff off my old phone and helped me setup my new one. I actually had fun while I was there. The new store setup looks great as well. Thanks T-Mobile Grossmont! read more

Felicia assisted me in getting my business iPhone 5 sim tray functioning and expedited a warranty exchange fast and had the phone conveniently sent to my office. I highly recommend this location and requesting her to assist you. She is highly professional and efficient. read more

Always outstanding service and all they provide all the support needed. Paul helped me today and was very knowledgeable.

How are you going to sell the latest technology when you're using a pen and paper to track customers and a land line to call in orders? On a nice note, they seem very friendly, but I didn't have two hours to give. read more

Never shop in the T-mobile store in La Mesa. Super slow- they take 2 hours to help each customer and everyone is in one line I needed to buy a SIM card and a 2 minute transaction had hours of a wait for help read more

Ashley was the representative that helped me. She was not pushy, like a lot of phone people are. She was professional, very informative. She did not try to talk me into anything I did not need. She educated me in the device I needed, the different options I had and how each one would effect me. I felt very comfortable with the choice I made and not forced into anything. Thank you Ashley! read more

This is my favorite T-Mobile Store. I was helped by a young woman named Jessica. I came in on a Saturday, and I only waited for about 5 minutes. I came into the store to trade in my phone. She was quick to get all the paperwork in order, payments and phone set up. She answered ALL of my questions. I went from being in Andriod user to trying out the new iPhone...so I had TONS of questions. She made everything so easy, and she was super helpful. She was really honest, and gave her opinion. I thought it was really great, that she worked in Technical Support, so she gave me a really nice run down of the Pros & Cons of the phone, as well as other phones if I ended up not liking the iPhone. I truly appreciated that she wasn't pushy about selling any accessories. Overall, GREAT EXPERIENCE. All the other representatives were very nice, and helped everyone in a decent amount of time. I know other people complain about the wait times. Sometimes it gets really busy, sometimes it doesn't. This store is very personal with their customer service, they make sure you are completely satisfied for whatever you came in to inquire about. PATIENCE! If you don't like how long your waiting, all you have to do it ask how long they think the wait is, and if you don't like it then come back another time or go to a different store. You don't have to be a jerk about it. read more

So many people waiting and only 2 reps working. Horrible! The others are in the back watching us! Worse store ever

Horrible service. I can't believe they treated us the way they did. They lied, renegotiated every number, and sent us on a scavenger hunt throughout San Diego to find phones that didn't exist. I am very disappointed and will never give T-mobile my business. Isabela pulled the bait and switch. BEWARE. Don't waste your time with these liars. read more

On 6/12/2018 I took my phone to T-mobile for help transferring my info from an old phone to a new one. I was assisted by " Tania". Her customer service was excellent, answered all my questions and gave me good advice. I have been with T-mobile for 10 years at least, still a satisfied customer. read more

Excellent customer service. I got to the store thinking that I needed a new phone because mine wouldn't charge anymore. A young lady called Britney asked me what was wrong with the phone and said that she would look at it. After cleaning the dirt out of the charger slot she had my phone working as good as new! Thank you Britney. read more

I went to this T-Mobile to seek assistance with one phone and to purchase another. Derek was incredibly helpful and patient. He answered all my questions and explained every step he was taking. While spending a considerable amount of time of my problems, Derek was conscientious in that he was able to greet each patron as they entered the store and provided reassurance he or another staff member would be with them as soon as possible. Thank you Derek for helping me and your professionalism! read more

This complaint is about tmobile in general.. I bought and paid for a phone at tmobile, I own the phone, but now tmobile says I have no right to unlock the phone I own for 40 days.. I was never told this at the store, nor was I given anything in writing.. Buy your phones somewhere else people. Total scam read more

I love this t-mobile store. I went in to see if they could fix my phone or get a new one and they were amazing as they always are. Everyone has always been so friendly and helpful. I've never had a problem here! read more

Had such a great experience here. Went in on a Saturday to get a quote cause I could not handle sprint anymore and was helped out by I believe her name was Tonya (I apologize if so got your name wrong) but she was great! Answered all my questions and helped me out to see what would be the best option for me so I told her I'd definitely be back. Came back the following day in Sunday was helped out but one of her colleagues named Navid and he was awesome too! He took care of what we needed and was very attentive to what we asked for and needed and had excellent customer service even though we were quite complicated and kept them pass closing time (sorry about that again) but we went in got what we needed to leave sprint, T-mobile is in process of sending a digital Visa to pay off sprint and be done with them and me, my wife and my parents all walked out the door with new iPhones in a much faster and better service not to mention our bill is waaaaaaay less cheaper! So if your from sprint I definitely recommend heading to this T-mobile! read more

Tanya Trujillo is awesome. She set us up really quickly and let us know all of our options before setting up a plan. Definitely recommend her service read more

They do not open till 11 Sunday, which is a little late in my opinion... there's lines waiting for opening every Sunday. The service is slow and they are not able to service you for an hours once you are in. Very disappointed with T-Mobile. Three people working and I was 5th in line and got an hour wait. Ridiculous. I needed a 10 min service, maybe have a system in place for customers not browsing. Not even allowed to make an appointment, what a joke. read more

There are only 2 of us but we were talked into getting 4 lines because of the 2 free phones deal. We had already told salesman that it was only 2 of us and that we didn't want a contract, but he kept insisting what a good deal it was, just give the free phones to a family member or friend, so we finally agreed. Decided next day that we just couldn't use them so we tried to cancel them. Went to the Santee location and manager contacted the Grossmont store and explained our situation and was assured the phones were free. So at the first of the month, we went to pay our bill and pay off the iPhones that we had also purchased, but were told that we had to pay for the "free" phones if we didn't stay with them 24 months! That was never mentioned, and we had specified that we didn't want a contract! Tried multiple times to resolve the matter with the store manager but he always had an excuse, need to talk to the salesman, need to talk to district manager, etc, and would never call me back afterwards, I always had to keep calling them. Finally gave up and just paid for them. Very, very poor customer service! read more

I was T-Mobile customer at this store. Being a member for 8 years, they told me I could have a free phone so I went up there to check out the options. I settled on a samsung something and they said I was eligible for a rebate on that phone so I bought it for $150.00 with a promise of a $50.00 rebate. She wrote up the sales slip and told me to send it in to get my money. Well they denied my rebate for some stupid reason so I decided to switch to verizon. Well the lady TRICKED ME and what I signed was a 2 year agreement, not a damn rebate form. Why in the hell would I sign up for 2 more years when I had "graduated" to month to month. I am so upset I am going to sue them to small claims court. for this trickery. I have no clue what they were thinking, beat the hell outta me after stealing my money. Never again, Stay away read more

Went to T mobile to switch from Verizon and save money. The employee completely un subscribes me from Verizon then figures out T mobile cant use a Verizon iphone 4S (even though their website says they can) So across the street I go to Verizon to try and get back with them. Another nightmare that's taking several hours in the store and on the phone and online. 24 hours later and I still don't have the phone back where it was... Thanks T Mobile read more

The heavy set girl with red hair was very rude, it was a fast experience but the whole time she was acting like I was bothering her when I was just trying to get my phone set up. Not sure her name but you can't miss her. read more