I recently dropped my phone in the pool while I was vacationing in Barbados, when I came back to the states I needed a new phone due to the water damage and went to the pinhole store. I was helped by Karla and she was able to let me know that I actually had insurance on my phone so I was able to get one sent to me next business day! I was so happy. Once my phone came i had to go back to the store to activate my phone and Corissa helped me, I believe that's her name. She was helpful and even got me to purchase a Google watch to avoid this from happening again. The first time I went in I waited about 5 to 10 minutes to get help the 2nd time I went in I received service right away. You have to go on days and times where it's not too busy or you'll be waiting a long time. Overall I had a good experience and will go back to this store if I need help. read more

I did not get the names of the woman or the man who were working at the store. I arrived around 6:30 p.m. on August 21, 2026. The woman appeared to be around 24 years old, and the man appeared to be around 40. I came in to explain my situation and get help, but the representative did not seem to pay attention to me or understand what I was explaining. She was looking outside and appeared distracted while I was trying to explain my problem. The other employee who was with her also made the situation more confusing instead of helping me understand what was happening. I left feeling even more confused and frustrated than when I arrived. I honestly don't understand how this level of customer service is acceptable. When a customer comes in with a problem, they should be listened to, treated respectfully, and given clear information. I expected much better from T-Mobile. I hope management takes this feedback seriously and provides better customer service training. read more

I've been a smidge skeptical going into T-Mobile stores in general. In my experience, getting new tech can be tedious. The T-Mobile expert I worked with today, his name is Franz, he was very patient, answering all my questions. He was knowledgeable, and a kind person! The store manager was nice as well. They had all the things I wanted to order there in stock, which is always a plus. I recommend this T-Mobile location. read more

T-Mobile - Logo - Mobile Phones Near Me - Pinole, California

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I'm sorry I didn't get your name, but Tuesday April 29, 2025 7:57pm, cool T-Mobile dude worker with the glasses, thank you bro. You are goated fr fr. I called 15ish min prior asking if the store still had mini totes available and he said yes. I got in 7:57pm, he had it ready for me at the door. Appreciate your excellent customer service bro. read more

T-Mobile - Tmobile Tuesday mini tote - Mobile Phones Near Me - Pinole, California

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Employees need training on customer support. I came in the other day just to pick something up that was already paid for and ready. It took 15 minutes to even be acknowledged by an employee. Didn't give me an estimate of time, or even apologize for the wait. You know, basic customer service. I'll never go back there. read more

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

No review needed. But Karla!! Go to her. Thank you for the hospitality. She is amazing and took time for what was needed. Amazing customer service. If I can I would give her like a 10. I would definitely vouch for her. Not joking. read more

I had an excellent experience at Tmobile. Von worked with me and he was welcoming, funny and patient! I needed to upgrade my internet device and I also got two trackers. I was greeted when I walked in, the place was nice and clean. read more

Not helpful at all. Worse experience in being a T-mobile customer is dealing with store reps. They are rude, paid to refer you to the app and hangout at the store to chat with each other. These poor elders get the run around or have to wait for hours with no one resolving their problems. You got 4 humans standing around while 6 ppl waiting and one rep assisting a customer. Is there anyone managing these stores? read more

Best staff and team. Go here if you need help. Eric, Karina, Franz!! The best T-mobile in the Bay Area!

First of all, I want to state that I am extremely satisfied with T-Mobile as a company. However, this review is about a particular store - the store on Pinole Valley Road in Pinole, and my most recent attempt to get assistance there. The employee I spoke to was so rude, I wound up leaving extremely upset and without getting any of the information I went in there to get. The next day I went in to speak to the manager...who was at least as rude, if not more so, than the man a day earlier. I had been going into that store since it opened; I will not be going back there. I will take my business to other T-Mobile stores. It was just too shocking to me to be so mistreated in a T-Mobile store. And sad. It felt like a loss...and it still does. read more

Trying to cancel a service with T-Mobile is an absolute nightmare! Hours in the phone trying to cancel. Will never use them again. World's worst customer service. (That's even if someone picks up the phone!!) read more

I love my service with T-Mobile. I just walked into the store to try to see if I can upgrade my phone and the female associate, who was helping me seem like she didn't want to help me at all. She said i could do everything through out my App, i don't understand why theres open stores if the customer service or the people who are working, there not trying to help. She just makes me not want to get a new phone. It's all about customer service. read more

Waited 20 minutes to be put in a wait list. At front I told them my visit was to upgrade my phone and account. After all, their system is down, can't upgrade my phone, that asked me to call 411 to update my account with a passive aggressive attitude. My prior visit to this was excellent, but very disappointing today. read more

I was frustrated with the online phone transfer as I was trying to porting 3 numbers to a my new account with T-Mobile from a different phone service. Taking advantage of the free iPhone 17 deal and a new plan that was cheaper than my old one. I called T-Mobile and they could not help me and suggested I go to the store to resolve my issue. When I went in Franz greeted me and helped me almost immediately. I explained what my situation was he was great about explaining what needed to happen. I gave him all the information he needed and he had my new phones set up in about 15 minutes! I was in and out of there in less that 30 minutes with my new working phones! Not sure about the bad reviews maybe people ended up with the wrong staff or was just a bad day to go in but it wasn't my experience. All my questions were answered and didn't feel like anything I asked was not answered. A+ for this T-Mobile store in my book. I felt like Franz made the whole ordeal a lot easier and faster than me trying to do it all myself. read more

I went during a recent promotion. Addi Vilaisack was the person attending to me with my purchase. Long story short, everything went fine in the store but not when i received the bill. Ms Vilaisack didn't let me down. She was available to me whenever I called or she would return my calls. She was persistent in resolving the issue. I'm not used to receiving this kind of service. I can't say enough good things about her. T mobile is lucky to have her. read more

Santano (I hope that was his name, sorry if not!) was amazing. He got us completely upgraded and ready to go in less than 1.5 hrs. 10/10 easiest upgrade I've ever done! read more

I recently had the pleasure of working with Marina E, an Associate Manager, and I cannot say enough about the outstanding experience she provided. From the moment we connected, Marina was personable, attentive, and genuinely invested in helping me find the best deal possible. She took the time to understand my financial needs and worked diligently to ensure I left with a purchase I felt great about. Her professionalism, empathy, and expertise made all the difference. If you're looking for someone who truly cares about the customer experience, Marina is the one you want by your side. Highly recommend! read more

Easy in easy out. I needed a new charging cable for my phone. Walked in and I was quickly greeted and assisted with the product I needed.

Every time I go in there they never can transfer my data from my old phone to a new one. They don't want to do it because they don't have time. The people that work there are unfriendly and rude. read more

Reading some negative reviews of the Pinole T-Mobile store, I was concerned especially going in to return 3 routers. [No one could figure out my problem getting wi-fi service, so they thought it was a faulty router. Three times! The computer and tv needed to be set to 2.4 G each. Perfect ever since.] After a 5-10 minute wait begun by a delightful man with green hair, Jannet began by getting me a chair, seeing my age. She was amazing. Jannet worked and worked for me, over an hour, calling, texting, doing anything to allow the returned routers to mail out from the store to save me from hassles. She stayed pleasant, positive, warm, supportive and very focused on helping me. Then she connected the cheap bluetooth chosen while she was working away. No sales pitch. No attitude. No patronization. All positive proactive helpfulness. I adore this store. If the store, and especially Jannet, were super helpful and supportive of an old woman, imagine how they'll help you. read more

I was looking for the latest greatest 5G mobile hotspot and called half a dozen T-Mobile stores that didn't have any before I found this one. Some stores are corporate and better stocked than the smaller franchise operations. This is one of the corporate stores. The person who helped me, Ivan, was very knowledgeable and very helpful. I'd go back for any complicated transaction even though it's a long way from Oakland. read more

I was eligible for an upgrade on my iPhone XR! My phone is almost five years old. I dread going to phone stores because I always feel like they try to up sale you. Today I was wowed by the service I received from Mathew. He was knowledgeable, friendly, and delivered outstanding service. I was able to get a new phone today and the process was so easy. Mathew found a great deal for me and I left very happy. This will definitely be my store of choice when I need any service on my iPhone. Thank you Mathew for the outstanding service. Happy customer!! read more

**Urgent Warning:** I want to bring attention to a serious issue with T-Mobile. They are granting account access for phone orders that can cost thousands of dollars without authorization, but they are refusing to fix the issue. This has been an ongoing problem for three months, including my correspondence with the CEO's team. I stopped making my monthly payments, and now they claim that the cell phones were never received back. This situation feels fraudulent by T Mobile. Infact they call me to let me know my account has been access by an autraized users, as it appears Coustmers does not have adequate access to a fraud department. I have had to visit the store several times to address this issue, they are the only one who can comunicat (does fraud department existe). They keep promising to fill out fraud forms, and I have had them complete these forms more than 20 times via email . I have all the evidence to support my claims. I will provide more details and screenshots soon. In the meantime, I urge everyone to be cautious and check your accounts. If you are considering switching to T-Mobile as a new provider, I recommend you reconsider and look for alternatives, especially if you are out of contract. If anyone needs immediate evidence or further information, please reach out to me. I need to remove some personal information before I post the proof. This is urgent, and I want to help others avoid potential issues. Save yourself the trouble! read more

I have had great service from T Mobile. I went in with new phone and they helped me transfer data to new. The woman was very kind and patient. read more

Horrible customer service. Very disorganized store. Go to another tmobile store. Dont waste your time!

Went in yesterday to get the new Samsung Galaxy Note 10+. And the Samsung Gear 3 watch. The times that I have come to this location. Have always been a pleasure to come to. The individuals that have helped me, Marlon and Dewayne. Have been both extremely professional and a vault of information when it comes to showing me set everything up. Helping me become tech suave. read more

Horrible experience every time customer service sucks..I still get the cheapest rates with them

I like this store. I've had really good service each time I've come here. Marlon (pretty sure that's his name), especially, is easy to chat with and will take care of you no matter what you need. He might not know ALL the answers, but he will always double-check with a colleague and give you 100% of the information you're looking for. He will check your service plan and recommend the right things for you. read more

Buying and setting up my new iPhone was such an easy process because of Matt! He was very helpful and did not only help me but everyone else waiting. So glad I came in today, thanks again! read more

The customer service is awful. Forget attention to detail. Just pay attention to the obvious make your customers aware of lengthy wait times be attentive and follow up properly. Especially after I've given you $1000 of my heard earned money. The customer service is just sad. Do better T-Mobile. Train your employees to reflect how you'd like you business to be ran. Just sad. read more

I had T-Mobile service for years and paid them thousands of dollars. I moved to a new location and the cell service wasn't the best and calls started dropiing, etc. They suggested their boost capability they had through some connector wifi booster box that gets you better cellular range. They sent the box and I never used it or even opened it because I had already signed on with another cellular phone service, AT&T. I just put that item in my closet just in case I needed it down the road. I still kept my T-Mobile phone in service with T-Mobile too. So I had a couple phones. I would try them both out to see which was better for me for cellular service without having to use a wifi booster box. AT&T had better service at my new residence. I cancelled my service with T-Mobile. Called and got my final bill, paid it off. About a year later or longer, I get a letter that I have unreturned items. They give me a serial number and return sticker and how to return the item. I then remembered about the wifi booster box. I call them and tell them I found what it was and am returning it. It was returned like through Fed-Ex or UPS. I got a confirmation receipt of the return. About a year later, they try to charge me again for this wifi booster box. I give them my confirmation number and they dismiss it. They realize I returned it. Now, more than five years later, or more, I get a letter that I owe them money or they are sending me to collection. I am not paying this. The item was returned years ago. When someone owes a company money, they sell these collections off to companies who buy them and try to collect on them. I do not owe them one penny. I am disputing this on my credit report. It's ridiculous that T-Mobile, who makes millions of dollars, would stoop to this level. If they are trying to take your hard-earned money using this same tactic on you, fight it! This is an issue that will never take me back to using T-Mobile as my cellular carrier. read more

Competitive rates, friendly and helpful staff, will pay off up to $800 for existing phones, extra features like free Netflix, overseas text and data, free products on Tuesdays, Apple TV included, Magenta Max plan includes 40GB for hotspot which we use when we travel, 5 G, and more read more

I came in to switch frm att to tmob, & the wait was pretty long if you come in after 2 pm. But they were able to help me with what I needed, and I was so satisfied with Angel's professional manners! She was super helpful & the other staff at this tmob location are really nice! I would def recommend others to come here because the staff are super helpful and very nice! I give this store a 10! Thank you so much Angel for helping me switch to tmob & ordering the 11 pro max ! It came in within 3 days!! read more

Complete waste of time going to this location. I heard they were having a sale so I went in person with my account documents. I was immediately told that they were sold out of phones and they couldn't help me with my account either - to just call 611. I was looking right at a customer service agent of T-Mobile and yet, he would not help me. I called 611 - one and a half hour wait. Terrible customer service. read more

The staff is always so skilled here. It's always a pleasure to come here. Five strong stars. I got two new phones here, been a customer for 2 years. They are quality. No complaints. read more

I recently switched cell-phone providers from AT&T. After seeing some commercials on TV and asking a variety of friends about their cell-phone services, I decided to make the jump to T-Mobile. The customer service here is great! They gave me a thorough explanation of the charges that will be on my upcoming monthly bills and they helped me keep my old AT&T phone number. I was shown various phones with their different colors but ultimately decided to go with the familiar and stick to the iPhone 5S (I previously had a 4S). They also showed me a variety of protective cases and went with the Otter Box (I highly recommend it!). All in all, the whole process took about 20-30 minutes. This location can get a little busy inside and the parking lot is always a mess. Despite these complaints, I really like this location and the people inside are friendly! read more

T-Mobile - Front of Store - Mobile Phones Near Me - Pinole, California

Decided to walk in to this store today and inquire about a new cell phone plan for the family. One of their current promotions is outstanding so I called my husband and he joined me at the store and we made the switch. Omar greeted me when I initially walked in and he explained very clearly the two best options that would work for us. I wrote all of the details down and after speaking with my husband, walked back in and told Omar we would be switching. We had 2 phones and an apple watch and the process was seamless. Omar was patient and professional and got everything done for us. We walked out of the store saving alot of money and were able to keep our phones too. Account is set up and I appreciate all of the customizable options available to manage my account. The spam filter app is great- much better than other carriers. Be prepared to spend some serious time in the store which wasn't an issue for us- anyone who thinks they can be in and out in an hour does not have realistic expectations. This is not my first time visiting this store and I have always encountered knowledgeable and professional staff here. read more

These are the best for new products and or repairs. Their prices are very reasonable and service is great.

Even though they were substantially busy, I received A1 service from retail store associate Angelia P. I came in on a prepaid plan with intent to add my son on and change my plan from prepaid to a family post plan. Usually I buy my phones full price and keep my service as prepaid however I did not have the full $800 to spend on my son's phone. For the past 4 months when I would pay my bill, reps would say "oh did you know you qualify for a new phone, $0 money down?". I would always brush them off because I wanted to maximize my dollar on the 5s I had paid full price on. Keeping this in mind I head down to t-mobile with intent to research this $0 money down on a new phone. Not only did Angelia get me a new iPhone 6s with $0 money down, but my son has one too! And she was able to switch my plan from a prepaid plan to a family plan, did I mention with $0 money down. If it wasn't for Angelia, I probably wouldn't have went this route and my son would still be using his metro pcs phone. Angelia went above and beyond my expectations. read more

I went in and was approached by Joe who told me there was a 11/2 hour wait. I said ok. I told him I needed to add internal storage to my phone because I was receiving that error message. I sat there for that hour and a half. Then he told me to delete text messages. That helped me free up a little space, but I told him I wanted to purchase more internal space as I will be saving more photos. He then told me that you cannot add more internal storage. So I'm a little upset that after sitting in there in the store for a hour and a half. He could of told me that from the dam start. Instead of having me sit there the whole time for nothing read more