When you step to the door. You will see the big smile from employee. They are fast. I came here two time already. Jose the best customer service. thank you for help. read more

This location is a T-Mobile Authorized Retailer, not a corporate-owned T-Mobile store. The employees were not clear about that and made it seem like a regular T-Mobile store, even though there are many things they cannot handle. I felt misled and would not recommend going here unless you specifically need an authorized reseller. read more

I have Visited this location several times, as I'm thinking of switching carriers getting a new iPhone, the sales person was helpful and nice but she kept discussing my situation with the manager back and forth all in Spanish, this was an uncomfortable experience and not productive! read more

Good customer service care Friendly and informative Trade in my old phone is a go I will be back. Thanks folks read more

T-Mobile has been charging my late father's phone line from 2020 until now, even though he passed away in March 2020 and we called in late 2020 to cancel the line. Despite multiple follow-up calls requesting a refund, nothing has been resolved. This is unacceptable and outrageous treatment of customers. I'm sharing this so others are aware--please double-check your bills carefully, or better yet, consider avoiding T-Mobile altogether. read more

Wow! I came in and this staff was extremely helpful! Ayoko was extremely knowledgeable and was able to help me resolve multiple issues with my phone. I definitely recommend this location!!! read more

The employees here are unreliable and scammers. Husband and I went to switch carriers and update our phones. They upsold us, added a 3rd line, told us our trade in promo would apply to our bill after a couple of cycles. Found out we were being grossly charged $100 over what was initially quoted. Went to another T-Mobile in Mountain View to speak about the charges. Manager at T-Mobile MV location told us 40 minutes after we left the El Paseo store, they blatantly upgraded our plan to the highest one without letting us know. Unauthorized transaction. Don't trust these people. We thought we were getting a good deal, only to be scammed $300. They didn't even process my trade in promo for my phone. Will be following up with management and filing complaints and leaving bad reviews so people know. Beware who you do business with cuz these people aren't trustworthy. Manager initially said the bill would be $167 after everything was processed, we were paying around $250 per month. We still have the paperwork and will upload photos. read more

Arrived with 2 customers being helped by 2 reps ar 4pm. One wraps up, looks at me, says I'm next and she'll be right back. It's now 440pm. First rep still assisting her customer. 2nd rep never came back. Now 5 people waiting behind me. Several have already left. Tep on floor doesn't call anyone for assistance. Never acknowledges any. Oh wait. 40 minutes later, the other just walked out of the back. read more

I'm leaving AT & T for 3 years due to the quality and the Services..T Mobile kept getting stronger and more popular due to lots of people switching the services to T Mobile...if you still didn't use T Mobile.. just switch to use T Mobile ... then you will know why Each time , I had problems with my IPhone.. I just stopped by their office In Saratoga in San Jose ., They have the great team which always busy helping their Customers out with great altitude and advices.. Instead of going to Apple store.. we went to T-MOBILE Believe it or not ... their services is faster and make customers felt like .. having services at your own home. The gentleman who was helping us names : Jeffery Pittsley..we have learnt that .. he just started to work here just over 2 months.. around a big team technical support Time to time lining up waiting for help., Since the time We are using T Mobile.. we're so please with their services phone line is clear as crystal and the price is unbeatable!!please switch to the BEST.. oh , Another thing l like about T Mobile is they have a way to Think about the people have risk their lives for the country by offering Military discounts for all read more

Horrible associate Julian does not know how to do his job and sold us a phone that did not work and did nothing to resolve it. They never answer the phone and do not have a manager in the evening so no returns exchanges or real help if you have an actual problem read more

I've been super patient with them this entire time but all the unnecessary bills and piles of bs that I've had to deal with just trying to get a new phone has made it clear this retail store doesn't care at all. Backstory: I tried to get a new iPhone 13, Jayla or whatever her name was tried to help me but actually did every single thing wrong. 1) Did not put in a trade in order, but just a new phone order instead so I had to return the new phone I got, and even though I'll get money back, still shows in charges and just a pain in the ass... kept my calm , but had to call customer service like 4 times to try and fix it. Sure it happens whatever 2) They said there was a promo for a free watch during Black Friday but i looked on the account and it's now being charged for full price? Again jayla doesn't know jack about her job and put in a promo for a free watch that's now being charged. Why do they let brainless Oompa Loompas of human beings work without actually understanding how these promos function??? Make sure to request people who actually know how to do their job. read more

Thank you Alberto for going above & beyond to help me with My phone issues in a timely manner !

My family visited last week to convert our Verizon plan as we were told under the plan at TMobile we would save about $30 a month for 4 users. But we never got anything in writing and after receiving a higher initial bill by email, we called TMobile customer service who told us that we allegedly changed to a more expensive plan despite oral promises. Today Dec 28, 2023 we personally went to this TMobile sales center and asked to talk to the Manager who is named Ayoko. We were told by the sales clerk, Julian, that Ayoko would be back in 20 minutes. We then returned but Ayoko refused to get out of the back room to even talk with us! Wife then got on the phone with TMobile in the middle of the showroom and after more than one hour we think we fixed the issue But that is not all, apparently irritated by my wife being on the phone to fix their own incompetence, Julian threatened to call security to get my 5foot 4 inch Wife out of the sales center as he felt "threatened!" My wife countered to his embassasment that he was a larger person and a male who was across the room! Thankfully she was on the phone with a TMobile representative (who was not only helpful but a witness) who belied his statement TMObile has great phone customer service. The service with this Paseo de Saratoga staffed by Ayoko and Julian --- not so much. Do yourself a favor and drive to Valley Fair Mall TMObile instead of relying upon the employees at this TMOBILE office read more

I switched to T Mobile located in Cupertino senior discount with 2 phones for 2 years $110. Unlimited data. I have the new razor Motorola folding phone and love it. No more Verizon.. They give you $$$ for switching $200 each line and $100 with my Apple watch! I get Internet everywhere now. I had such poor service with Verizon and had 5 G .. free Wifi on United. Free AAA one year and free Apple TV . ALL my contacts, photos and iCloud passwords transferred. Good staff and good service. read more

they were very unfriendly. The male staff was also making fun of the female staff. I can't believe they get paid for the way they work. I will never go again. Change your cell phone company. read more

Iyoko was very helpful and friendly. My phone didn't recognize the SIM card and he was able to replace it so I could use it for work.

Knowledgeable staff here and friendly, helpful and efficient. In and out quickly and answered questions with directly. I came here to get some help transferring the esim from my old phone to new phone. Better than waiting on the phone and looks like they were good at adhering to distancing and had sanitizing wipes and were cleaning during my visit. Very easy parking right in front on a Saturday. read more

Pre-Pandemic my phone camera broke and I put off fixing it though I do use it for work. Post-pandemic I horribly needed the camera for work & I went and got an iPhone 11 from this t mobile. The girl who helped me (Jessica/Jennifer?) was very informative and helpful! However the phone ended up being defective. I ended up being in contact with probably every person who works here, including the manager and they were ALL so kind and helpful. They are doing a good job at social distancing in the store & helping everyone out & cleaning after interactions too! I replaced the device & it's seems to be perfect now. Thank youuuuuuu! read more

I went to upgrade my iPhone through T Mobiles JUMP program. Store people knew nothing about T Mobiles own upgrade program, said they were out of stock, and told me to buy online. When I went online, it tells me that I have to go in store. Not only that, but it is showing IN STOCK for the exact phone I wanted at the exact store I was JUST at. The employees here also did not even try to show me any phone options when I went in store, or even try to find me a different store that could help me. It seemed like they were just trying to get me out the store as fast as possible, even though no one else was there. It's obvious that they knew nothing about T Mobile's own upgrade program, and are only interested in talking to you when they are making commission from selling phone plans. read more

SCAMMERS. DONT GO TO THIS STORE. Even the other stores told us this store is running a scam. Eddie (the salesperson) and his manager (her name was Annarobyn or something she's the one with the nails and was also working with us the whole time) lied about basically everything. THEIR LIES: 1. Lied and said if we don't switch from Sprint to T-mobile, we will lose service on January 1st. 2. Lied and assured us that a free Sprint phone line we have will continue to be free. 3. Lied and overquoted us on what the plan actually cost. Our bill went from $100 something to $200+. 4. Lied and claimed devices and lines for 2 GPS trackers are free. Then the bill will hit you and it will cost you $$$ to cancel the "Free services." 5. Both Eddie and his manager refused to show us the actual plan info, and instead wrote down numbers on a sheet of paper and clipboard, so they could quote us the wrong numbers. When I became suspicious, they lied to us and said it's company policy to hand write everything. This is a lie too, it's not a company policy, and confirmed by the 5 other T-mobile customer support reps I talked to on the phone. I have only been a customer for 2 weeks, and not by choice. Only because they lied and said we would lose Sprint service if we stay on the Sprint plan even if we had the T-mobile SIM card. I have already called this store back 3 times (with Eddie avoiding the phone with excuses each time), called T-mobile customer service for 6 hours, talked to 5 T-mobile customer service reps on the phone, and reported the employees and management at this store, up 3 chain of commands. EVERY SINGLE T-mobile customer service rep on the phone confirmed that everything Eddie and his manager told us, was misinformation. I EVEN WENT TO ANOTHER STORE. As soon as I took out the GPS trackers to get the issue fixed, their salesperson asked if I had been scammed by this store. They called it "the scam being run out of the San Jose store". Said I could only go back to this store to fix the issue. If you want to overpay by $100 every month and talk on the phone for 6 hours with customer support to get your $$$ back, go to this store. read more

I came into T-Mobile today and Julian, this young and resourceful, not knowing his job pretty snotty attitude, seem like he was irritated with life. I told him how did you guys offer him buy online and pick up and start he's like no I can guarantee that none of the stores T-Mobile do this I like that's kind of funny, but could you help me order one online since my phone is currently not working broken, he said no I can't help you Alma OK so can I get do you guys have Internet or can I get the Wi-Fi? He's like yeah he's like I can put it in for you. How do you say doesn't know what T-Mobile obviously has to offer says that there were ordered a Phone online and I'm gonna be able to pick it up. On Stevens Street and out of all the phones they have displayed they have three available phones. Unbelievable I will never come to the T-Mobile again, and Julian is absolutely the worst. read more

DO NOT BUY ANY PHONE FROM T-MOBILE!!! The results offered to me from numerous T-Mobile entities such as metro T-Mobile... are: the worst phone that fails to meet the minimum legal requirements, or a far higher cost than advertised when you combine the cost of the phone and the plan. The most cost effective option is to immediately pay full price for the phone, and having learned the best plan insist on it. The management at El Paseo De Saratoga, on Prospect, mislead customers by both spoken lies and lies of omission. Management directs their subordinates to act in accordance with the deception. Both the Manager and Assistant Manager acknowledge how disruptive an inferior phone is to our modern lives - yet continue to pile the lies. Fraud is a crime. Financial fraud against elders is elder abuse, a priority throughout CA that is aggressively prosecuted. Clients have other recourse as well. Much more information including specifics of how to hold this company accountable will be added to this post once my matter is resolved. read more

I just had the most amazing experience at the T-Mobile store. Changing companies can be such a pain, adding extra lines, doing a family plan from 3 different cities......oh no that could be a disaster. T-Mobile came through with 5 stars even in the middle of this whole Covid mess. They were very conscious of distancing, all we're wearing masks and they still didn't make any of it difficult or strange. Perfect service! Happy to be a T Mobile customer now. Special thanks to Lendl and Francisco at the El Paso store location. Oh AND I saved a bunch of money. WIN/WIN! read more

Thanks Eddie and other shop assistants, your phone attitude it was so good for your patient and careful service. make me feel at home.

I came here around 7 and asked for help with data transfer. Their close time is 8 pm and the file transfer would take more than 30 mins. Eddie, the sales rep was happily to help and we got everything done. They even gave me 2 free Tmobile bags. Top service here. read more

We had a lot of problems activating a new phone and porting a number from another carrier. The staff was extremely helpful and patient! They went above and beyond great customer service!! read more

No one picks up the phone and the mail box is full can't leave a message! I am going to cancel my service!

I had a great time at TMobile today. I had a great experience with Liana her service was excellent and she was very sweet. Will be back!

They weren't helpful and didn't know anything about customer service!! We weren't happy with their customer service!!! We are sorry for their Staff !!!!! They don't deserve for Star'!!! read more

The salesman lied to use about their deals and prompted us to buy these phones only for us to then find out we were getting a completely different bill then we were told. The man lied to us although it the process baiting us into buying even more telling us things like I'll even give you my employees discount. read more

I would like to say thank you to Ashley for all your hard work you gave us the best experience today it went nice and easy.

I have a problem with the store representative lying with a straight face (well, hidden behind mask) and try to take advantage of new customers. I recently moved our family of 4 lines from Google Fi to T-mobile. I expected to pay for sim cards, $40 for 4 lines. The store clerk said there's extra surcharge of $20 per line; so, total of $120. I balked at this unexpected charge and said I wanted to think about it. She immediately said of $80 extra surcharge, $60 can be refunded; so, the total cost would be $60. read more

I wanted to say how much I love this store. Kurt the manager and his team have been so patient and helping us with our TMobile service. I had a warranty replacement phone and they helped me to transfer the data over. Today I brought in my G5 that I purchased online and the staff helped me to set it up and transfer the data from my LG K10 to the G5. I wanted an upgraded phone without the cost and they were patient as I upgraded the software to the latest Android 7.0 and made sure everything is working. Tmobile has the best service and you get good service. I am so glad that this store is located near my house and that they will get the best plan possible. read more

Great customer service. All staffs in this store are friendly, knowledgeable about the plan offered and very patient in helping and answering questions. Kevin is one of them. Got my phone and plan setup and follow thru. read more

Very friendly service and employees. We came here on the weekend and Jeffrey helped us switch our phone lines to T-Mobile. We had att prior and decided to try T-Mobile after hearing about it from my brother. It's a little bit cheaper per month since we have 4 lines but what's really great is the international texting and data! I have also chatting on the T-Mobile app regarding our bill and the person there figured and answered all my questions right away. By the way, to the other reviewer who said there was only iPhones on display, look again!! There's a bunch of different brands all over the store, you just have to open your EYES read more

Avoid - not a factory store Wasted a lot of time and some money at this store do to training and practices of employees. Had to contact T-mobile and visit the factory store on Hamilton and 17 to get things straitened out. Won't be back to this location even though it is closest to me. read more

So we usually come here to pay our bills but I guess that's the only thing we can do at this store. My mother and I came in here to upgrade her phone, and were greeted by a less than enthused glassy eyed Mr. Irvington. As he was giving us the minimum checking our account then over to the phones.... I was explaining to him about the phones that she had already reviewed. a few minutes into this conversation I directed a question towards my mother, before I could ask a question to this associate he made eye contact with someone and walked away. no communication of any kind, what kind of customer service is this? My mother exclaimed how rude this was and yet no one did anything to resolve the situation, just watched us walk out. Came in here and walked out within 10 minutes. Avoiding this place life, thank you Mr Irvington for showing us what customer service shouldn't be. read more

The manager Jacob was friendly and informative. My sales guy Dante Avila was excellent and very helpful in my decision to switch from Verizon to T-mobile. I am very happy with my decision and so far it's been great. Highly recommend this Anchor shop for T-mobile. I am now saving $140/month for a family of 4 compare to Verizon. They have tons of great cell phones, tablets and gadgets which can all be paid for on a monthly basis. read more

Only three phones on display: all iPhones. Not a single non iPhone to see and hold. I can only assume Apple and t mobile cut a deal to promote only Apple products. read more

Francisco helped my family and I set up our new T-mobile account. We've been with AT&T for the last 20 years and there were many questions when switching to a new carrier. Thankfully, Francisco patiently answered all my questions. Switching carriers is a huge deal to people like me who have never switched before. Customer service is important so I hope Francisco and his team maintain their top level service! read more