This is late review posting. I went to this location while I was visiting Novato. My iPhone 7 was not charging properly. Well my son said we will get it fixed or it's about time to get a new phone. We finally had time to go have my phone checked. Got to the store and surprisingly there's no line. George was a great help. He tried different charging cables and still they fall off my phone's port charging so I just decided to get the simplest iPhone 13. George was very helpful assisting us with the paper work and he transferred everything to my new phone... what a difference, I have yo get used to the face recognition security code. Well I'm really happy with my new phone and still getting yo discover other features that are available like sending emoji recording that didn't look like I was sleeping throughout the recording ... my voice intonation sounded so unnatural like an alien leaving a message ..!! read more

Hi walked into T-Mobile had a few questions on my bill and Q was There to help me! He was very informative he had all the answers and was very pleasant! The store was neat and clean very organized.....And it looks like they have all the newest latest phones! read more

T-Mobile - T mobile Excellent! Very helpful! So pleasant! Way better than Sprint - Mobile Phones Near Me - Novato, California

Captain's log. I'll I needed to do was buy headphones so I could go next door to workout ‍ stood waiting behind two customers that were already there for over 30 minutes just sitting. Employees moved slower than turtles that were sleeping . Complete joke. A guy walks in, stands next to me an says... I went grocery shopping came back and the same people are at the counter (over 1 hour) ... dead at this point. Love T-Mobile, horrible customer service. After I walk out with these headphones, never coming back into this store again. read more

T-Mobile - Mobile Phones Near Me - Novato, California

I went in at Novato store, on December 17 and this guy Edwin Boss, he said he is the store manager and that he manages 9 other stores, he reviewed my account and said that I had my old sprint account and he was going to switch it to T-mobile because sprint was no more. And he said Gaby I had and upgrade for an iPhone 15 for free,i don't want to go with a lot of details but he screwed me really bad that I've bee trying to make him fix it, he doesn't respond Tex messages or answer phone calls and when he finally does gives me a lot of excuses and again doesn't respond or answer calls, now I'm jus t going to wait to see if I can go some where to report that and switch to Verizon or other company!!!! Be careful with this guy again he's name is Edwin and he seems a nice guy who wants you to give him a good review and then he will screw up your account. read more

We never even hoped to get the incredible service we received last Friday AND Saturday at our local TMobile by their very kind employee Eduardo. He managed to find us a much better plan than our old company along with two new phones for not much more than we've been paying. The best part was that, seeing how inept we are, he offered to totally set up both our phones while answering every question we had...and helping all of the Friday/Saturday customers around us. Thank You Eduardo! Hope T-Mobile appreciates you. read more

sharing my experience with sales representative David, awesome business performance, great friendly service, fast and quick knowledge respond. I was about to purchase a 2nd phone due to work, David supplied what I needed "watchphone 6 Samsung galaxy", I was surprised to have learned the connivence and easy access to satisfy my needs. I still have my phone but...keeping it near me and not having to locate it, drop it, forgetting where I put my phone...OMG...so relieved and feeling good overall. I LUV THIS WATCH!!! thank you David you did your superstar moment with me. thank you thank you Keep up the way you are with customer service. Stars from me a billion of star rating but got to take all what is available online. Your aweSOMe. read more

Thank you, Ivan! He's wonderful, patient, quick, dealt w/sprint efficiently (sprint which I cancelled over 10 years ago, still kept us on the phone to activate my new acct w/T mobile). Ivan and Jonathan, thank you again. I love my new plan. read more

Good evening. Wanted to share my recent visit the T-Mobile store. Last night I went to the store in Novato. I had probably the best experience I have ever had. Well, the best which one can have at the store anyway. ;-) I was greeted by a very helpful, knowledgeable and professional girl. She was super helpful right from the start. Answering everything I needed to know and kindly offered some pretty great ideas as well. I must say, she made my experience extremely pleasant and positive. This individual has an incredibly easy going personality, very likable/personable/friendly, and off the charts inviting and approachable attitude and feeling about her. When all was said and done...Everything I asked for was taken care of and she exceeded my expectations more than I ever imagined. She blew me away and I was 100% completely satisfied! Michaela was amazing! I look forward to seeing her again. Very Satisfied Customer, David read more

I had a bad experience at the Tmobile store in Novato, CA. I went there to add a line. They told me it would be $15 per month (simple choice plan). I said okay. We went through everything. At the very end they said I have to agree to a charge of $35. Confused I asked why and they said it is a service charge for a new sim or something or other. Firstly, they didn't mention this charge at the very beginning of the process, they waited until the very end when it was time for me to sign - which is not cool. I complained and they said okay we will give you a bill credit for $35 but I still had to pay at the store. I did. They couldn't provide any written confirmation that I will get a bill credit - I just had to believe them. I went ahead with it and the bill credit was in fact applied to my account when I checked later that day, all good. Fast forward to my next bill, the new line had a $10/month charge (so the person in store was incorrect that it would be $15. $10 is the same as with other lines I have added in the past, I just assumed that they had increased the price to $15, which was wrong). I was happy to see that but then I noticed that I had approx $18 charge for device protection for that new line. The rep at the store did not mention this to me, I did not request it, I did not specifically consent to it, we never talked about. How the heck do you add a charge for device protection when I did not buy a new phone and I did not request it? This is soo bad. I called customer care 611 and got it removed and got the credit for the already charged amount. Okay, now I look at the bill closely to make sure I got the credits promised and everything looks okay but no wait on top of the $10/month for the line there was an additional $19 charge for a data add on - wtf? The simple choice plan comes with unlimited data (4 GB high speed and the rest reduced speeds) - then why the heck was I being charged for a data add on? Again this was not mentioned and I did not agree to it. I contacted Tforce on facebook and I had it removed. What a freaking waste of time. I am never going to this store again. I will just talk to Tforce or do everything I need to do over the phone or online. We need better laws to protect customers and prevent big corporations from fleecing customers like this. read more

I needed to change out my expensive cell plan (AT & T) and internet plan (Xfinity). I worked with the Retail Store Manager, Alfredo, at the Novato location. I found Alfredo extremely helpful, very knowledgeable, kind and patient. He went out of his way to make my experience a pleasant one. The end result was a far more affordable resolution. Thank you, Alfredo, for being so awesome! read more

I received notice from T-Mobile that my cell phone would no longer work on July 1 when it changes to 5K so I went to the Novato store expecting to get a different phone for free that would work with 5K. I was informed that I would have to buy a new phone. There were four employees present, all of them Latino, and I was the only customer. I have no problem with diversity but I had extreme difficulty understanding the young man who waited on me whose English was barely passable. Adding to the difficulty was that one of the employees was eating his lunch at the same counter and he was engaged in a spirited conversation with the employee waiting on me. Plus two other employees were having a party like conversation nearby making it hard to understand the employee waiting on me. My thought, WHAT EVER HAPPENED TO PROFESSIONALISM! Another aggravation, when I purchased the new phone I had to pay a $35 surcharge for the employee to set it up which took less that five minutes. To me this represents customer gouging. read more

Take my advice and don't waste 4+ hours of your life at this location. The "manager," Jose is a liar, is incompetent, and has no courtesy at all. He talks a lot in circles, but doesn't actually know anything. He really should not be a manager at all, let alone allowed to provide any customer service because he doesn't know how. I really tried to be patient and understanding, but finally reached a point where enough is enough. read more

I recently was interested in changing mobile phone carriers and went and visited T Mobile in Novato. All I can say is what a mistake that was. We were not sure the signal would work at our house so the sales people said they could give us 2 temporary numbers for 10 days to test and decide for $20. Plus being seniors they said if we decided to go with them it would be approx $75 for two lines. So we agreed and paid the $20 fees in full up front. After two days I got a text thanking me for signing up for some type of protection for $15 per line per month. I call the customer service and they said this was automatic but I could have it removed. So I asked to have it removed. They said they removed it. After three days I got a text saying my $128 bill was ready to be paid. So I called customer service to ask why I got this. They said it was a mistake and said they would take care of it. At this point I asked that the account be closed. They said it was closed and I owed nothing. I even went by the retail store who sold me this to be sure it was closed and I owed nothing. They agreed it was closed an I owed. Now almost 30 days later I'm getting late noticed for a $128 bill from T Mobile. I feel this is all bait and switch and they are taking advantage of seniors. I will now have to go by the retail outlet and try again to fix it. I would not recommend T Mobile. read more

What a wonderful store. I had put off upgrading my phone because I was nervous to lose messages with my dad who passed last year, but I'm glad I did because not only did Q find me an amazing deal they also made sure that I didn't leave until the messages had transferred over to my new phone. Truly caring and kind employees I would recommend this store to anyone with T-Mobile or looking to switch service. Thank you so much again Q! read more

Great team. Very efficient. Ivan in particular was super knowledgeable about deals, flipping through apps and settings to get my 4 phones out of my past carrier into T-Mobile. read more

I came into this store expecting at least standard customer service, and received below average. I was working with someone young man who was completely inattentive to me and playing on his phone. It took me several times to get his attention while my phone was being setup, and my apple account was messed up. There were screaming and profanities being tossed around from what I assume was the break room, and it seemed like the only competent employee was a young woman who was helping out another customer. I decided to become friendly with her and that customer instead, seeing as the gentlemen who was helping me was either very very new or high. read more

The guys here are totally unprofessional. One of the guys looked like he was drunk or high on the job, and started spewing nonsense. I just had a simple bill question that took way longer than it needed to while they were chatting it up. I'd recommend going to the next T-Mobile store, no matter how far away it is. read more

This was the worse place to get your phone plan, I have been dealing with this company since March 20/23 they told me I was going to pay one price for the plan and now they are charging me twice??? Fix this now!! read more

I arrived at the store at 3:45 pm. There was a note taped to the inside of the glass door "Gone to Lunch". Two men were inside eating at the customer service table. I tried the door it was locked. One man got up, pointed at the note, and glared at me. I left to do other shopping. When I returned at 4:15, the note was still there, the men still eating, and the door locked. I took a picture of the note and one of the men inside. Shortly thereafter, the youngest man unlocked the door and told me "You cannot take our pictures in the store, or we won't help you." I called t-moble to report the situation. While on the phone, the door was unlocked. After disconnecting I went inside. I was told to go to another store, they would not help me. I tooks photographs of both men and asked if I could buy an I-phone headset. They said no. I left. As long as those two men work there, I will never go into that store again. read more

T-Mobile - t-Moble store closed in the middle of the afternoon? Or is this just a description of the employees? - Mobile Phones Near Me - Novato, California

5 stats for the manager who was able to help me. 0 stars for the floor employee who needs serious customer service training. When I walked in, the music was blaring and I had to yell over it. He couldn't understand me so decided he was going to do what he wanted to do, which was sign me up for a credit plan. I had to stop him from running my credit. Then, while I was waiting for my old carrier to give me a transfer pin, he started playing on his phone with another off duty worker. When the transaction failed, he just kept playing on his phone and not helping me or solving the problem. Finally, I asked if another employee could help me because he was playing a game on his phone. He started to get attitude and then talking about me to the other off duty employee. Luckily the manager was able to help me and hear my concerns. The employee seemed put out that he had to help me at all and stop playing his phone game. It was like being at a high school party, complete with the terrible overly loud music. I suggest that T mobile do some reorganizing at this location. read more

Super friendly stafd. Even with covid and masks you can still see smiling eyes and friendly people. Very helpful staff. Went over options helped my dauvhter firnd what she wanted a d made sure we were all set up and ready to go. Tmobile has great servics and their staff is great too. read more

I went to get my cel activated it, but Anthony couldn't help me at all, he told me to go to another store where they might help me, I went to San Rafael store at Montecito and they really help me and make functional my cel, that guy Anthony didn't even make a phone call or anything just plain lazy and with attitude. read more

This is my first Yelp review and it is to commend the Novato T Mobile team (Q & Charlie) for exceptional service on switching us from ATT to TMobile for our cell phone service. It was a long session, but highly successful and actually was a fun and entertaining experience. Both W and Charlie are real professionals that know their business and provide great customer service. Very pleased now to be on TMobile at a much reduced cost with more service! read more

My review is for the wonderful people that work at the T-Mobile store in Novato. Thomas & Coby have helped me out several times and each time are so kind and understanding and always very helpful. I hope T-Mobile recognizes what amazing staff they have in this store. Just all around great people. Thanks again Thomas & Coby!! read more

My review is for the entire crew at the Novato location. The team has great chemistry. I am completely amazed and happy with the customer service at this location. I enjoyed the information provided to me to help me better decide what I wanted to purchase. I highly recommend promotions and feel this staff along with their amazing manager should be an example of how a location should operate. Isabel, Jose, Helen, Dan you are all what is needed in the world today. Keep up the excellent job. One last word - you are all stuck with me read more

The people who work at this T-Mobile store are oddly great. We've been with T-Mobile for around 8 years, and I've never gone into this store without having someone really intelligent, competent, and focused work with me. They've never been spaced out or just sort of phoning it in, the way you often see with young people working in a corporate store like this. They will go to huge amounts of trouble for me if necessary, or just give good, helpful, courteous advice. Pretty doggone cool. read more

We came here twice and both times Qucwte was super helpful. The first visit we were wondering about the t mobile esstentials plan and he was able to walk us through all the details and highlighted the difference between that and our current plan. Second visit was to get a nano sim for my new phone. Once again he was professional and courteous, got my new phone working in no time. Highly recommend! read more

I came into the store for help with my phone. I found the staff to be kind and friendly. My phone had some deep rooted technical issue. They found the solution to my problem and five minutes later I was relieved. Thank you for your help read more

The service at T-mobile in Novato is exceptionally good. Especially if you're lucky enough to have Quante take care of your needs. He's thorough and very personable. Sometimes the wait is long (unless you go at the right time), but then again what cell phone store doesn't have a long wait. read more

T-Mobile always has great service. The staff are always friendly and very knowledgeable. I'm so glad we have a local store in Novato.

Yes, I'm back to give a SECOND review for this AWESOME T-Mobile store in NOVATO! After switching from YEARS with ATT, my husband and I have been thrilled with the network and the service! Went back with, yes, more questions and decided to buy another phone. Roy (NEW HIRE) was SUPER special and took care of setting up my new phone! Both Rachel and Kara delivered TOP NOTCH customer service as well. I am telling everyone about T-Mobile and sending them to see these folks! Thank you for making this experience an enjoyable one! read more

my review is for a bad customer service over the phone and also the Novato store they don`t have any clue about any offer I got send on a text on my phone ,i don`t like waste my time . read more

DO NOT GO HERE!! this is not a corporate location and they will screw you over. if you are thinking about going to T-Mobile i highly advise you to change your mind. they have screwed me over ever since i started an account with them. its only been five months and im already leaving. this Novato location wont do shit for you either!!! the manager called customer care for me while he was texting on his phone and looking up Facebook as well. and it was so clear that i saw the middle finger emoji pop up on his phone. that is in no way professional at all!!!!! and i asked to speak with customer service and they called for me but then hung up the phone. well i had no working phone so how do they expect me to call customer care on my own. they are so rude and have no idea what they are talking about and in no way professional at all!!! DO NOT GO TO THIS STORE. stay away from T-Mobile they are the worst company by far to deal with. and verizon is cheaper in every way and will treat you like a true customer! GO TO VERIZON !!!! read more