I absolutely love visiting the T-Mobile store, so much so that I'm willing to make the 30-mile drive just to see my favorite people, Ally and Juan. They are both incredible--friendly, professional, and genuinely care about their customers. Today, I came in to get my screen protector replaced, and as always, they made the process smooth and stress-free. Now, let me tell you, I had never experienced a true "Karen" until today. An older lady came in, yelling that someone needed to take a box from her. One of the associates calmly explained she'd be next, but she kept insisting she should be helped immediately. Meanwhile, another customer came in with her two little girls. She asked for the store's help, got on the waiting list, and the "Karen" started yelling even louder, claiming she was there first and shouldn't have to wait. Through it all, the associates stayed calm and professional, explaining that everyone would be helped in order. Long story short, the lady left still angry and didn't even complete her transaction. Meanwhile, Ally and Juan handled the situation flawlessly and took care of me with their usual kindness and efficiency. I can't recommend this store enough--not just for the service, but for the amazing team they have. Ally and Juan make the drive worth it every time, and even witnessing chaos doesn't take away from how great the experience is. read more

T-Mobile - phone, watches and tables - Mobile Phones Near Me - San Diego, California

Great service! I've came here multiple times, its been a great experience every single visit. The representative that helped me was Eric. He is very knowledgable. He helped me get exactly what I was looking for! I sure hope his manager gives him a raise soon! He more than deserves it! read more

This used to be my go to T-Mobile store. Not anymore. I'm not quite sure what happened. The associates are unfriendly and they don't acknowledge you. They also never have enough people working. 30 to 45 minute wait 3 times in a row now. read more

Alex was AWESOME!!! Top NOTCH experience! Genuine and very informative and helpful. Had to switch my mom's service from Verizon to TMobile due to a RCS messaging issue and not being able to call or text her from across her country.. He not only took the time (over 4 hours) to see if he could first fix the issue, but also got creative ways that he could better our overall service. I wish everyone that we have encountered in the service industry was as terrific as Alex!!! Thank you!!! We appreciate you!!! read more

Just came in today spoke with Juan. He was super helpful in helping me. Add insurance and make a payment directly. This has been my second experience with customer service here. I'm so glad I made the change and I signed up with them not only that it's close to my house and I'll be coming to the 5504 Balboa location in the future if you want excellent customer service come here don't waste your time anywhere else. read more

Dishonest staff who will tell you absolutely anything to make a sale, and/or get rid of you. Most of them know nothing about the product or the service , but they sure want to make that sale. I have had better service at Verizon . read more

I had a great experience at this store, Ally was my representative, and she was awesome. I had a really bad experience at a Tmobile authorized retailer when I switched my line of service to Tmobile from Verizon last week. Long story short I came in here feeling really upset and defeated about my experience with T-mobile, but Ally was super helpful, smart, attentive, and fixed the issues I was having. Now I'm happy I switched. Thanks for all your help. *Word of advice to everyone else, make sure you're going to an actual Tmobile store and not an authorized retailer. read more

First of all, as soon as you walk in they greet you and let you know someone will be with you shortly, love being acknowledged. We needed to "port" my husbands AT&T phone and cell number to our T-Mobile account. We had no idea what we needed to do. Cynthia S helped us and she was awesome. So knowledgeable with a very friendly and calm personality. It took a few phone calls by Cynthia and some time but it all worked out and in less than 30 minutes my husbands phone & number was transferred to T-Mobile. We are so pleased and very relieved since his job depends on that phone & number. read more

Their network coverage is consistently reliable, and their customer service team is always friendly and helpful. Plus, their plans and perks (like international coverage and free streaming) can't be beat. read more

T-Mobile - Mobile Phones Near Me - San Diego, California

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Evan greeted me as soon as I walked in and sat down with me to help me out with understanding the process of opening an account. I came in with lots of questions and he offered calm and reassuring assistance that was informative and helpful. As a young adult, I am learning to manage my solo responsibilities so it was refreshing to leave with a clear plan of action. Thanks Evan! read more

I've been spending hours trying to activate my e-sim, because the rep did not give me complete instructions for how to set it up when I came in person (after I waited for an hour by the way). I'm on the same plan as my parents. Rep on the phone says it's impossible to activate the e-sim without the pin. My dad came in person to change the pin, and they sent him on his way with a temporary password without actually helping him change the pin. So now it's a Wednesday night, and I'm stressing about whether I can log into work tomorrow because my work requires two-factor authentication through text. This is some next-level awful customer service. Apparently T-Mobile has been in the gutter ever since they merged with Sprint. Don't lock yourself into a contract here if you don't want to deal with major incompetence just to accomplish a basic task. It's no wonder that T-mobile doesn't have a public customer service email. They would be flooded with complaints. read more

This review is for VAL PELAYO. This happened a while ago but I keep meaning to come back and write a review. In June 2020, I was moving to another carrier and needed to unlock my phone. I came in to pay off the remaining balance on my phone. A store associate helped me pay off "my" phone and I went home. My phone stopped working because it turns out the associate had me pay off someone else's phone and I lost service on my phone the day before I needed to go on a trip. I was really upset! It was a long story but luckily Val was there to help: -First, we tried transferring my payment from the wrong phone to the right phone. This failed. - Then they had me pay for my phone so now I've paid $1.3k and am owed half of that back and they couldn't figure out how to credit me. - They tried to credit my phone bill. This failed. - They tried to credit my credit card. This failed. - They tried to credit my bank account. This took a few tries but finally worked. This whole process took Val a lot of work over a period of 5 months. The entire time, he kept me informed about the process. If it wasn't for Val, I would have seriously lost my cool. THANK YOU, VAL for the OUTSTANDING SERVICE and DEDICATION to your customers. He wasn't responsible for the problem but he went out of his way to correct it for me. Phenomenal all around! read more

My phone broke and I have warranty so I wanted to process a replacement. The lady who helped was super nice and helped process the exchange from beginning to end. I was originally given a number to call by another store but this location actually took care of everything on site. I'll def go back to them if ever needing anything else. read more

Balboa & Genessee. First time here. Lots of parking in front. Nice & friendly staff. Upgraded my phone to the iPhone 12. Special mention to Giselle Arroyo, T-Mobile expert. As a 18 year customer I am highly impressed with her Outstanding knowledge & customer service. Made me feel like a VIP. It's people like Giselle why I recommend T-Mobile to all my friends. From a 20 year military Veteran, I salute her. Thank you! read more

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Thus is for the customer service number of T mobile no one seems to know what is going on I received conflicting final bill amounts one for 103 that is more them my regular monthly bill 1 for 65 when I called they said I had a credit of 41 and would not help me make a payment. They refuse to help me over the phone ands ask me to go to the store I'm currently at my moms and it's 120 miles 1 way to the store I made this trip 2 times and they refused to help me both times. I tried because I no longer have service. So now I'm so confused and can't git help without having to drive back to a retail store. read more

Understaffed extremely long wait also gps does not know where location actually is ......

OUTSTANDING SERVICE!! Thank you Ally and Eric and the Store Manager. Super helpful. I upgraded my iPhone 12 pro max to a 15 pro max and a watch. They helped me so much and incredible service and hospitality. I am grateful that I chose this location to come to. I stumbled on it by accident because I live south of San Diego close to San Ysidro but I will drive here to this location from now on. You can't beat this type of service. Thank you to all of you!! Highly Recommend!! read more

i was scammed by tmobile after a hr of wasted wages from a incompetent employee switching all my data and such over to a replacement phonewhich they already had sent over due to the defective device that took 3 visits for them to still have no clue why it kept deactivating. after a hr i stepped out and came in to them telling me i have a tiny little crack in corner which is just a scratch and has no affect on the screen whatsoever and they voided my replacement and told me to file a claim with my worthless insurance ive paid on for years and been a customer for years. customer appreciation and service is n on existing at t mobile. just hustlers to save a dollar that the phone cost to make. such a disappointment read more

T-Mobile - cant take pic of my own screen - Mobile Phones Near Me - San Diego, California

I enjoyed the energy and knowledge and helpfulness of Karina Moreno & the staff there this evening I thought I was very well taken care of Had went into a different t mobile the day before and didn't end up switching because I didn't feel like the rep was trying all that much to give me the best deal possible but walking into this location it was definitely the opposite of that and I very happy I did come into this location and got help from Karina M. Definitely happy with my purchase and my switch to T-Mobile read more

T-Mobile - Definitely Go To Karina - Mobile Phones Near Me - San Diego, California

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Went into TMobile this afternoon. For help with my phone. I met Oscar, what a wonderful young man. Great customer service., respectful, and courteous. Best customer service I've had in a very long time. read more

They don't know what are they doing, shady, crooks, if you're not buying, they'll tell you the system down for three or four hours, they scan my license without my permission,don't go there. read more

Very rude and unhelpful staff. Slow to move and not responsive. We waited 1 hr and I have been a member for 20 yrs.

VAL was super AWESOME!! Helped me with an upgrade, and 2 new apple watches. He also helped us get a line converted over from another carrier. His professionalism and knowledge of the products were superb. Definitely recommend the store. Everyone was friendly and did not waste time in assisting customers. read more

My husband and I went in for a phone trade and was greeted by a woman. Throughout the service she was very rude poor customer service skills. We ended up backing out and going to another T-Mobile store for our trade ins read more

I came to this property to get my tablet changed on the warranty that I pay for many many years more than 15 years I came to this property they told me that they didn't know how to take care of my situation. They didn't know how to erase the tablet that I had to do it myself in order to be replaced my equipment, 100% unprofessional service that I received in this establishment, and because of the service from the technicians and this establishments, I've decided to remove my whole family from T-Mobile to another company this happened today 02/15/2024 at the end of the service that I was provided here I was kicked out from the store with unsatisfied solutions read more

Make sure you get a receipt if you buy a new phone. When I noticed the missing receipt I was offered an email link where I had to search for the transaction. When I found it, there was a monthly add-on for phone insurance that I specifically declined. Fortunately the app made it very simple to turn off the insurance... read more

Went to this store to pick up N iPhone 15 pro max because another store in pacific beach would only sell it to me if I was activating a new line. He said they only hold phones for new customers. This is a corporate store and you can tell from the manager involved in the transaction to the wonderful young lady Liza helping me. read more

horrible ineffective staff super slow been waiting 40 minutes to return WiFi device tried to cancel one line but they can't do that in the store. read more

OUTSTANDING CUSTOMER SERVICE !!!! I've been dealing with a issue on my account for almost 5 months 13 different phone associates and 5 supervisors over the phone. I got nowhere. I was told to go to the corporate store after over 35 hrs on the phone on hold and transfers to head to a corporate store and deal with it in person. I walked in and was greeted by a young lady. I asked to speak to the manager and was directed to Lauren. She was very eager to help me out with my issue and spent 3 hrs to resolve this issue I was having. With her persistence and her patience on the phone with corporate we were able to resolve this situation with out it being sent to collections. Thank you Lauren for all your help. I really appreciate all your hard work and effort to help me out. What a huge relief this is now that I know I will not have a collection on my credit. If you have any Mobil needs or help with your account go see Lauren she is A1 stand up lady that will get the job done. Thank again Lauren your A1 in my book. Bless up. read more

This store provides the best customer service a T-Mobile customer could ask for. VAL went above and beyond to help me resolve my cell phone issue. He personally got on the phone and spoke to customer service. Instead, of just turning me away, he used several different resources to ultimately help me stay with T-Mobile. Val is a true professional. This store is fortunate to have such a knowledgeable employee with strong customer service skills. I am grateful that people like Val and stores like this T-Mobile store still exist. Thank you for all your help. Whether, you are switching carriers, getting a new phone or are having issues with your phone, I HIGHLY recommend going to this T-Mobile location. You'll be greeted with a kind hello and treated with respect. 10 out of 10! read more

Excellent customer service from Obaida! He was friendly, attentive, patient, and very helpful. I was able to switch my carrier and get a new phone within an hour with no problem. Appreciate his help! read more

Alessandra F. is a legend!!! She dug her heels in and helped me figure my issue out until the sweet and successful end. Thank you so much again, you're amazing. Also wanted to give my new best friend, JD, a shoutout for jumping in and helping us cross the finish line. 10/10 stars read more

Store is slow has two people in the back don't know what they were doing maybe on break? Store was super busy I worked retail for 5 years and getting customers in and out is huge with customer service we literally waited hours to get in. However when we were seen by the staff they were very helpful and attentive to our specific needs three stars is not intended for the staff that helped us but for the management that runs the store. read more

This location is awesome. Best part was Eric Fonseca. I'm a 52 year old who has no clue about cell phones. Eric took his time and explained everything about my new phone to me. I live in Del Mar, but I will drive the 25minutes to this location because of Eric. For all of my cell phone needs. I have been a T-Mobile customer for close to 20years. Again, thank you T-Mobile for employing awesome and knowledgeable employees. And thank you Eric for taking the time with me and helping me understand my new phone read more

This location needs professional people working. I went in there August 2nd 2023 at 240pm. Im shopping and was about to drop 1.5k on a new phone and sales rep was very distant and seemed like he didn't want to help me. I'm trying to ask questions and he's blowing me off. Get some new peeps in there that know how to do customer service properly. This guy sucked ass!!!! read more

I stopped by the Clairemont location (7420 Clairemont Mesa Blvd, Ste 117, San Diego, CA 92111) for a 5G SIM card and they gave me the runaround to call 611 when the website told me to just stop by a store. Gave this location a call and Marcela (hope I spelled that correctly) assisted me right away, while in store we encountered an issue with my account and she immediately got on the phone to speak to other T-Mobile personnel and took the time to resolve it. Worked in sales before, therefore, the customer service and the team at this location definitely makes me want to go back to this particular store whenever I need to upgrade to a new phone. Thank you Marcela! read more

When I say that someone spent a lot of time and patience with me, I really mean it. I showed up to T-Mobile with the entire backside of my phone DESTROYED.. I went in there after having my phone slide out of my open purse on top of my car and hit the pavement. I thought oh great well at least I have insurance so this shouldn't be too difficult! The front screen is fine and ironically the only part of the phone that was in a case was the part that got shattered. Ally was the lovely woman who helped explain to me that the trade in should be fine because the back of the phone is damaged and the front is okay. WRONG! Because my phone fell in such an impossible way as to have all the features still function perfectly fine except the phone couldn't read the SIM card or use Wi-Fi (even the rear camera that was smashed to oblivion still somehow worked!) I couldn't turn off find my iPhone and that rendered the trade in option useless. So I thought okay I'll buy another phone...until I realized it would cost me around 800$ after tax. Hmmm...well what are my other options? We finally figured out I could mail it in and file a claim to get the same brand new replacement of my iPhone 13 (which is definitely cursed and unlucky and I don't recommend this phone model to anyone!) so Ally tells me that I can get it mailed overnight. WRONG AGAIN!!! OH how foolish I was into thinking that this would also go in my favor too. Because I was one hour late filing the claim due to needing it to be done according to EST which is 3 hours ahead, as well as the damn Wi-Fi issue, what would normally take overnight express shipping is now going to take 3-4 full days. Ally did everything she could to help me, even the guy on the phone for customer service was in disbelief at all the obstacles we were up against with this phone replacement. But the bottom line is Ally helped me as much as she could and didn't try to sell me a bunch of expensive stuff. I was treated like a VIP customer and wasn't judged for my terrible decision to leave my open purse with my phone on top of my car for it to hit the ground and explode apart even with a heavy duty phone case on it. I'm grateful I had insurance, nobody died, I got my replacement phone ordered, and life goes on. Thanks to everyone who helped me that day as well, they were really busy but still made time for me. I really hope this never happens again but if it does I'll be back to T-Mobile for more life advice. read more

I wanted to get a new iPhone and T-Mobile had a great deal. 1st went to their Rosecrans store on Sunday and rep was very knowledgeable(Christina)but need to pray over this matter. So I called that store & the rep was not working till this weekend so I went to the Balboa store yesterday and bought a new iPhone XR and changed from AT&T to T-Mobile service. The 2 reps that I dealt with had been in their tech-sales jobs for 4 + years and their knowledge indicated great experience. A BIG THANK YOU TO VAL PELAYO AND CHAPMAN DUNHAM. read more

I had been generally happy with T-Mobile's customer service until now. I had to leave them because of their poor area coverage, both here and in NY. I was directed to return my "Personal CellSpot" (which never helped) to the T-Mobile store. Imagine my annoyance when they refused to accept it, and told me I had to return it via UPS. I showed the customer service rep the T-Mobile letter with the instructions. They indicated that they knew that, but would still not accept the equipment. Horrible business modality and ethics - even if they were to ever improve their coverage, I doubt I would ever return to them. I cannot, in good conscience, ever recommend them to anyone, due to their poor business practices and ethics. Continue to have issues with corporate on returning this device - horrible customer service now at the corporate level. So disappointed in their service. read more

T-Mobile - The T-Mobile letter indicating the option to return the equipment to an authorized T-Mobile Dealer store, which this store is. - Mobile Phones Near Me - San Diego, California

Marcela is wonderful. I came in thinking I would have to pay for a new phone but she saved me a bunch of money and hassle. She helped me ( a technophobe) so patiently to navigate my phone and showed me how to keep all the software and system updates current. Showed me twice without asking, just to make sure I got it! She knew she was not going to get a sale out of it, but still her pati nice was amazing. I will come back to this store looking for her every time! read more