Had a great experience inquiring about purchasing a new device and upgrading phone plans. Huge shoutout to Janie for her patience and exceptional service. Also, want to applaud her for the warm welcome I received when I first arrived at the store, as other team members were occupied. Got all the information I needed quickly! Will be returning to this location when I need help in the future. read more

Horrible costumer service. Don't waste your time they are rude and lazy. Guy with the glasses and hat lazy man just scrolling on his phone.

I came to this T-Mobile location to upgrade phones for my entire family, and Fits is so helpful give this man a raise!!! It's nice that it's located at the mall too to walk around afterwards. I wanted to get the iPhone 16 pro with 512gb, but T-Mobile doesn't carry it so I was sent over to the Apple Store to obtain it. The Apple Store was unfortunately not helpful towards T-Mobile customers, so I was sent back to T-Mobile and Fits was happy to help us order my phone online to be shipped home. He was so accommodating towards my family and I. It was a long process to upgrade all 4 phones but he did it all efficiently! Thanks Fits for your service! read more

My experience at T-Mobile from the Valley Fair Mall location was amazing. When my husband and I came in, Mr.Miguel Arellano greeted us with the warmest smile and handled my concerns promptly. I wanted my number ported-in from my old phone servicer to T-mobile and he made this process very easy. He was very patient, knowledgable, friendly, and professional. If any of you are looking for good customer service, he is your guy and he will make sure your needs are met. read more

Manger was rude and condescending when I explained that I wanted to switch service to my new, temporary phone

T-Mobile Valley Fair Makl 10. Objectively & Subjectively, Literally & Figuratively = " The most smoothest & most seamless integrated engagement with a such mental relief of ease" from walk in to walk out. They extremely have themselves well structured & operate effectively, the entire process felt enjoyable to myself & my mind never had to hesitate with their "mobile experts" knowledge, their professionalism combined with a joy of personality. A mobile device is personal & should always be treated as such. Paola whom had been the "mobile expert" truly made the engagement from a Complex situation to a Simplistic process from A to T! From creating a business account, from plan choices to fit my specific requirement, from filtering through promo options and even going through the web personally to find additional information and promos which I received a $600 credit towards a new device when it didn't even show on their system. From transferring from another carrier, from creating a secondary line. Where Paola truly made it the holiday difference, it felt so seamless on me. She acquired my requirements, what I'm aware of, information and from there quite literally put It all together from A to T! She did not hesitate, from patience to staying over time, until everything went from A to T! Honestly a true Angel this Christmas! read more

This t-mobile refused to sell me a phone. They were giving me wrong information and being very unprofessional. Different employees were giving different answers. If I could I would give a zero . read more

Broke my phone and needed to get another one asap. Found a t mobile location at the mall and I had a fantastic experience thanks to Paola. Her customer service was outstanding. She was knowledgeable, patient, and went the extra mile to ensure all my questions were answered. Paola's professionalism and friendliness truly set a high standard for customer service. A+++ read more

T-Mobile deserves a ZERO. I live in the middle of Silicon Valley and I have had a cell phone for 30 years. This is the worst carrier I have had - I have had AT&T, Verizon and now Comcast. I switched to T-Mobile because they had a special. As soon as I switched to T-Mobile I got home to find that I could not get coverage in my house. That really sucked since I have a home based business. OK, so I used wifi in the house and they gave me some device to boost the coverage. It did not work well either. Their service did not work well outside of the house. I was told that there are towers in my neighborhood BUT they do not know why I can't get a signal. This is the tech capital of the world and T-Mobile's coverage sucks in this area???? WTH? Here is an analogy - you need to rent a car and you go to the largest car rental agency. They give you a car that does not run well - it stalls out. Then you ask them for another car that runs properly. They tell you so sorry but we don't have any cars that run really well. They all stall out. You would not rent a car there right? I switched to Comcast and my frustration with cell phone service has ended. I have been waiting six months for the refund of the deposit on the returned equipment. I have talked to three people in the Philippines and they do NOTHING. I asked to speak to someone in the USA - nope can't do that. I asked to speak to a supervisor and nope can't do that either. The call center in the Philipines did nothing. When will corportations realize that off shore call centers just irritate people. Save yourself the hassel and frustration - find another carrier. T-Moble is the WORST! read more

Went to switch my service at a different T Mobile store with a pleasant and helpful worker who told me what to do. Came back to this T Mobile store with the instructions I was provided, since it was the closest - basically: Would not recommend coming to this location if you have something more complicated than getting upgrades or a simple transfer. The staff was extremely unhelpful, gave attitude, and rather than trouble shooting some of the problems we ran into, the staff told me "well you should've had all this done before you came in." I don't know much about phones but I did make sure that everything I knew I needed to do was already done before. It was only AFTER I urged them to call their tech service since they clearly had no idea what to do, was the issue finally addressed, and this was something on T Mobile staff's end and not mine. After the issue was resolved, I was met with the worst attitude and essentially a whole lot of laziness. The person who I dealt with was the associate retail manager, name Adriana. Unfortunately not much I can do for an unpleasant experience but hopefully other people had better experiences than I did. Maybe it was an off day for her, who knows. read more

Paula really informed us on their latest deals and price points while giving us excellent, friendly and kind customer service. She was patient and made sure whatever issues we had were resolved and questions answered. Thanks again Paula! read more

First time I seen a place from T-Mobile where profiling is an important part to get help. This guy help walking s as I was waiting for almost hour and a half. Very disappointed at this T-Mobile store at Valley Fair. So we moved forward to a different store on o Westfield Oakridge "South San Jose" and they help us almost instantly. We were going to buy two iPhone 14 pro-max and when I told them that I wanted to pay cash they said that it was better for me to go to the Apple store. So he refused to sale me the two phones. Later on, I found out that there was a sale at T-mobile of buy one phone get second one free with a two-year contract. T-mobile has some weird people lately whether profiling or pushing their own personal interests. Long story short buying at Tmobile was completely a disappointment and waste of time. read more

I came to the store #7513 with my phone issue. How lucky I met Niko (Mobile Expert), this guy is helped me a lot, hi is very professional and smart with great patience and calmness. Highly recommend to have deal with Niko E read more

I'm trying to switch from T-Mobile to Mint Mobile, and T-Mobile has been thoroughly uncooperative. I had to go back into their store three times to get information that was requested by customer service on the phone. They jerked me around so much that I was forced to yell at them and use bad language. I knew this was going to be a hassle, but this is beyond anything I could have imagined. They refused to provide me with a transfer PIN over the phone and the texts they claimed to send me never arrived. If you are thinking of using T-Mobile as your carrier, I would ask you to reconsider. NOBODY should have to deal with what I had to go through. I'm still trying to untangle this mess as I type this. read more

If I can give this place a 0 star, I would!!!! Awful experience and the worst customer service. The Manager here named Robert M. has the worst customer service skill you can get from a manager of a store. He talks down to you and tell you to stop your service with TMobile if you are not happy without trying to do anything to help you. I came in to this store to pair up an Apple Watch cellular number and they messed up the job, making it more time consuming and work for me to go through the same process I did while I was at the Apple Store. The people who work here is incompetent and awful to work with. Save yourself time, do not go to this store and probably switch out of TMobile service. I have never been talked to like this by a store manager anywhere else before. read more

Such an horrible experience. My 70 + year old father who has been out of country for 7 months had auto pay and when he came back he realized he couldn't use his phone. Went to the closest t-mobile and they state because he hasn't used it over 3months they stopped service. But kept on taking his auto payments. Ridiculous. Then we told them we would like to cancel the plan and switch to a pre paid. After activation, SIM card didn't work with the phone we brought. This is only half the story, parts of it yes my father is 70+ and didn't understand the contract etc. Yes there are parts of it being our fault as well But when we asked to have the prepaid reimbursed after an hour they decline saying the don't reimburse prepaid plans... we weren't told this at the beginning. Service was horrible, and we just didn't feel like they tried to help us at all. Even when we tried to get a new phone we use a 831 number and the employer there didn't ask if we wanted to keep the 831 and just tried to give us a 408 number. I've had AT&T and Verizon and now with xfinity. Every time I had to change a number or anything with my account either they would ask me which area code I would like and list of phone numbers. T-mobile didn't ask and didn't give a list just a plain phone number. Not happy with its service and all it all it just made us feel unworthy as customers. I told my dad to cancel T-Mobile and go else where. read more

I got an excellent customer service. Miguel Arellano is the Mobile expert at the store. He was very helpful by activating my new iPhone 12 and taking care of my second phone line SIM card. Very patient and friendly. The staff in the store are strict with the COVID 19 rules and made me feel it's a safe healthy environment. Very recommended. Thank you, Miguel! read more

Sebastien is the manager for this location and not only did he go above and beyond to help take care of me & my concerns / needs. He also went over time for me past his shift time! Super patient with me and I'm grateful. His skills, knowledge, and customer service is expertise level. 10/10. Also finding the new iPhone 13 gold was also hard to find luckily he had them in stock, helped me activate it and got me out of there in under an hour! Super fast & efficient! He answered everything with clarity and I left extremely satisfied. I don't recommend any other place, if you want the best customer service and to have all your problems solved, questions answered then come here and ask for 'Sebastien'! read more

"My wife is writing this review" - Today I went in the store to get help for my mom's phone. It suddenly stopped working for no reason. After spent 4 hours running back and forth between Apple Store and T-Mobile Store to figure out what's wrong, it still cannot be fixed. However, I have to leave this review for Juan, one of the workers at T-Mobile Store to express my appreciation. He tried everything that he could to help me. He understands my frustration and willing to spend time resolving the problems. If I could give you 10 stars, I would more than happy to do that. Thank you so much Juan! read more

Again, I had the Best Service!! I just wanted to Thank Anthony for his OVER THE TOP SERVICE in helpiing me with my new iphone!!! Thank you for your assistance buddy and I will be back in the near future!!! You Guys Rock!!! Jim H. read more

I didn't pre-order the Samsung Galaxy Note 10+ at all. I was really surprised I was going to get it on release day! Brianna is a super awesome rep that helped me get it set up and running. The other employees that I've also happened to meet with at the store are also really chill and great to be around with as well. :) Happy read more

Came here because I got kicked out of my family plan with att. So now that I'm paying by my own, I wanted something different and independent. By independent I mean that you don't need to stay with the service for a minimum year. You can change your contract anytime. Other than that, they were really helpful. I came 3 times before deciding to switch. They didn't push me or ignore me. Thank you Alex! Amin read more

What a horrible experience for us. Although Chris was nice enough to accommodate us. We were supposed to trade in 2 devices to avail of the promotion for the iphone 14 pro max. When we received the new phones, we went back to the store to return our old phones. But they were saying they can only take 1 phone since only 1 phone was attached as a trade in. Now we are dumbfounded as to what to do with this old phone. We regret doing the trade in via tmobile. It's a scam. read more

Not a good experience. I was looking at the poster outside the store for T-Mobile TV. Want to ask further questions so went inside. At least 2 employees were available and free. One said "hi" and that was it. I'm not in Customer Service but I at least know one of the first questions you ask is "how can I help you?" Or "what brings you in today?" Got none of that. So, after checking out a couple of the display phones and still not being acknowledged, I decide to leave. What a joke. Way to make me want to switch carriers so much more now than ever. Simply doing your "job" would certainly have prevented me from feeling this way. F- ladies and gents. read more

I came in the other day to upgrade my phone and the staff, Miguel in particular, was friendly and attentive and made me feel right at home. I didn't experience pushy sales tactics and I left very confident in my device and my monthly bill. I've found my new home base and will be returning for future needs. read more

I don't even have t-mobile, but I have to share this incident. While waiting for a sales rep by the registers, another customer was explaining something to another sales rep, and they started talking over each other. The sales rep, Melissa (I have to call her out because this was unacceptable), had the nerves to say "hey, lemme finish my sentence!!! " with a ghetto princess attitude to the customer! You should never do that to a customer. HORRIBLE CUSTOMERS SERVICE!! read more

I expected the worst but came away with the best! I guess you can't believe everything you read on yelp! :D I needed to have my contacts transferred from one phone to another. Despite its proximity to my house, I avoided this location because of the poor reviews. However, unsuccessful and very dissatisfying visits to 3 other locations later (Santa Clara, Rivermark, McCarthy), I arrived at the mercy of Valley Fair. Assistance came swiftly (it was a weekday morning after all). There were no issues with the equipment. The software was properly updated. The man with the clipboard (so sorry can't remember his name) was very friendly. Alex transferred all my contacts lickety-split! Extra tip: Unlike any SF locations, all 4 south bay locations refused to give me a free sim card as I changed my phone. However, both Rivermark and Valley Fair locations offered to cut my standard mini sim down to the nano size I needed. read more

Tinh is the customer service representative that helped me a month ago at T-Mobile. I got this beautiful new phone "Nexus One - Google" - I was so excited but didn't know how all the features work, and Tinh was so nice. He took the time to walk me through all the features. Of course, he loved the Nexus-One and told me that he wish they could sell it in the store due to the amount of requests that they get. The Nexus One is only sold via internet at google.com and T-Mobie is the prefer provider for the internet connection. I saw how efficient they were with other customers and how important Tinh made me feel at the same time - I congratulate him for taking customer satisfaction to a higher level. He mentioned this team started in 2009. read more

I called 3 times, no answer. My Mom, friend and I walked in and they greeted us. There are 5 people and they are all chatting. We asked them questions and the girl that was helping looking spaced out. She looked bothered and annoyed by our questions. Wish I could say more positive, but they do little to ensure customer satisfaction read more

Brianna was outstanding: we were getting a new iPhone and they were about to close. Fortunately enough, Brianna was very helpful and understanding of our situation. If I had to recommend someone, I would definitely recommend her. Thank you Brianna! read more

UPDATE. I was asked to rate the actual store in Valley Fair. On the basis of that its true that the score increases. So I have changed it to a 2 star. True the staff are pleasant, attentive and helpful. They also know what they're talking about too. But this review is for others to read when considering using them and the fact remains that no matter how good the staff I cant suggest buying a phone or a contract from TMobile. Sorry. This isnt necessarily about the Valley Fair store but about T-Mobile. I pay for my girlfriends phone. She recently went on holiday to Turkey. Mindful of a painful incident with data roaming charges travelling in Europe before we made sure to turn data roaming OFF. So imagine our disgust and shock to find a $770 bill from her trip. T-Mobile charged her for RECEIVING calls from the USA. How can they justify these outrageous charges for answering calls? If we had known we would NEVER have taken out a contract with them. read more

I came in today with my warranty exchange phone. Miguel was a big help. He transfer all my history on my old device to my new one. It literally took him over an hour to help me. He is patient with his clients. I want to mention he is an asset to T-Mobile. Shout out to Miguel T-Mobile Valley Fair read more

So I've been coming here for about 3 years and always have I had great service... 2 female workers in particular still work there and they have always made it there job to exceed above and beyond to satisfy my needs as the buyer.. My phone is amazing I have the 4g and its perfect for my business and my everyday use. My partner and I come here for any questions we may have, and never been surprise to hear them say we don't have the answer because they do. Eilana had the charm of and angel, very sweet and caring to every person I see helped before me. Erica has been a sweetheart as well she had always made it her duty to make sure I'm happy. Her smile is radiant so you can't help it be caring back and always cures a ruff day if you ever have phone issues. This place is amazing. Thank you girls. We love our 4gs . read more

had a great experience, as soon as we walked into the store miguel was very helpful and very nice great customer service, haveer also was very helpful they both did a great job ! read more

Spent 1.5 hours here ready to upgrade our plan, add a line and get 2 new phones - so basically came in ready to spend a fair chunk of change. What a waste of time. First the guy we worked with spent 30 minutes (at least) trying to upsell us. Ok whatever it's his job. Then we spent a whole other 30-45 minutes discussing what we needed to do to take advantage of the BOGO Samsung deal. We are about to now pay and FINALLY get this done when all of a sudden we are told we have to pay a $25 SIM activation charge for the new line (really? We are literally adding a new line which will total more than $250 over 2 years). Okay...... We get over that now, dude gets out the phones ready to activate, He spends 20 mins on the phone w tmobile customer service. ??? But okay... THEN he randomly tells us oh in addition to all this we are charging you an "upgrade fee" for getting a new phone. So - let me get this straight. You want me to pay a down payment for a brand new phone on the market, monthly payments for more than $700, AND a random BS upgrade fee?! You know they throw these things in last minute because they know people are tired and will just pay it but NO. I was so fed up at this point. He had literally listed for us a breakdown of our bill when we walked in, given us all charges, He didn't think to mention all these random fees to us at that time?? We called T mobile and they were willing over the phone to waive ALL fees. Shipping, upgrade, SIM activation all that nonsense. Save your time, call the 611 # while you're sitting on the couch and sippin a margarita and order your stuff at home. Don't deal w nonsense in store that is a total waste of time and extra money. read more

Hey had to leave a review. Great customer services from both Miguel and Kayla (his manager). I was able to port over my number and get a prepaid plan after some hassle from my previous carrier but Miguel made sure to take care of me. Very personable approach and made it an enjoyable time, even made me laugh a few times with his jokes. Kaela was also very patience while helping me out and now I have better signals as well. Go team Mangenta! Lol read more

I've experienced terrible 4G and voice reception ever since I moved to a new location in Santa Clara. This was especially shocking in light of the fact that we are in a large metropolitan area--not some deserted countryside! Expecting excellent coverage here is not unreasonable. However, I had such bad coverage inside my apartment that I was seriously considering leaving T-Mobile. Two major factors warranted my patience: T-Mobile's excellent rates, and their top-notch customer service (especially, at the stores). I tried various different remedies, but to no avail. These included going through three different phones (in order to get better reception and WiFi calling), obtaining a 4G LTE signal booster (which provided marginal improvements), and making numerous phonecalls to T-Mobile! My coverage finally improved after going through two Personal CellSpot devices and making two trips to this T-Mobile store. The latest Personal CellSpot that T-Mobile released in fall of 2015 did the trick (not to be confused with their older CellSpots)! And a gentleman named Arash (manager at the Westfield Valley Fair store) was a BIG contributor in ensuring my satisfaction and loyalty to T-Mobile. The first CellSpot I got was defective and there was some company bureaucracy involved in obtaining a second CellSpot quickly because a T-Mobile call-center rep had erroneously ordered another CellSpot to be shipped to me even though we both agreed I would pick one up at a local store. His order temporarily blocked me from having another CellSpot on my account. Arash and his team worked quickly and diligently to clean up this mess and sent me home with a properly functioning device. Now I get full 4G LTE coverage with maximum bars inside my apartment! Success at last! read more

I came in with all the motivation in the world to buy a phone... I knew what I wanted. I had everything in order. And was without a cellphone. It was only because of some of the worst service I have ever gotten anywhere. That I managed to walk out of that store with nothing. The gentleman behind the counter. Lied at every opportunity. Telling me I had to pay to switch from my carrier to tmobile... really. Haven't you seen the commercials. To make it worse he said after I gave them 200 dollars I would get a "free" tablet. An insult to my intelligence. How is a 200 tablet free? Anyway. After telling me what a hassle it would be to switch. I had to walk out of the store. It was mind blowing. And that was the second time I tried. The first time I stayed there for 20 minutes and never got helped . The store is the worst example of terrible management and training. I can't express how poor this place is read more

Just left this TMobile, I came in super frustrated with something I bought from Apple and Elana did such a great job at making the situation so much better. read more

My experience upgrading my phone with this location is just plain horrible. Reps at this location are not very helpful. Wanting to return my phone this rep Melissa threw a fit about it. Saying that i need to bring my checking account number to get a refund and all that crap. sadly she doesnt even know her return policy that she had to look at the paper in the counter to see what their return policy. Tmobile no wonder you are bleeding customers! read more