I came in with a broken phone and firstly was trying to resolve it with a free new phone, by the trade-in option. That device wasn't accepted by t mobile as it couldn't be charged. Sean was very helpful, and extremely polite. Honestly, I know some business people can be rude when they reject what you want (as in rejecting our old unchargeable iPhone to trade in, attempt). Sean was polite the entire time, additionally very knowledgeable and patient. We purchased a new phone for me and he was very patient and kind, was able to offer recommendations, he knew his stuff and products; he helped us continuing to after they closed at 8. Thank you Sean for your customer service, politeness, friendliness and for everything! I would recommend this T mobile. I never write reviews cuz I dont make time for that ish, but wanted to have Sean recognized. :) read more

So the actual tmobile store (located upstairs next to A&F) has like only two good employees; this one asian dude and the black guy. Other than that the rest seem to be off in their own worlds doing whatever. They seem to have enough staff, but some how I always find myself standing around waiting to be helped...maybe if the chicks werent so busy doing whatever in the back the service would be alot faster. Now the tmobile kyos stand downstairs is annoying, I hate how the yell "HEY MISS LET ME SEE YOUR PHONE; WHOS YOUR PROVIDER, NEED A NEW SIDEKICK?" its like if I really needed a new phone I'd know where to get one and you yelling won't make me come talk to you. read more

I buy a sim card over there..and the gay didnt say anything like if the sim card not gonna work is no refund! The sim doesn't work and they say no refund. After i told them that no one said that to me they give me a new phone for free! They try to put the sim crad inside and guess whats happen? The sim not work even on this phone. So very quickly they take the phone and they give me a new sim card that acutely work! Bad customer service! Never go there again! read more

Henry was so helpful, great customer service! Out of all the mobile locations we've had issues with, I would recommend this one is the best. Very attentative, professional, and I would go back to this one every time. The store overall is great, clean and a lot of cool accessories!! read more

People don't even look at you if you are someone of Color , they just simply skip the courtesy and don't even attend if you have already been waiting, white folks get the priority all the way, they get the smiles and all the attention, shame on you guys! Living up trumps reputation . read more

Walked into this store to pay my bill, I was having my thoughts about switching phone company. But Harvey has an excellent customer service and made sure he took care of my needs and beyond. I ended up walking out with a free tablet, two apple watches, and a new charger. I don't think I would have made this purchase if it wasn't for this guy. He is super good at what he does, this obviously took time, but he did good at keeping me satisfied with this company. Thank you! read more

They never get it right! Service is horrible. Always trying to get more and more money out of you. Can't ask the right questions to help you the first time. Don't use Tmobile. Better carriers out there for sure! read more

Went here today thinking seriously of leaving T-Mobile. I discussed my concerns to a manager, her name was Rebecca. The end of the two year contract , and adding the cost of the phone on top of your monthly bill was a concern. She walked me through all the options easily. She showed me I will get more for about the same monthly payment. Thank You. Oh yes one more thing, Rebecca saved me 15% on monthly bill, AWESOME!!! read more

I wandered in here to check out the new sidekick3 in January and was not necessarily planning on getting one because I still had over a year left on my contract with Verizon and I didn't want to pay the expensive early termination fees plus pay the new set up fees for T-mobile. A friendly helper, Terence, walked me through all the cool features of the new shiny pretty phone and blah blah blah. After about 20 minutes he has me sold on the phone but I tell him about how I don't want to be stuck for all the fees and what not so he says that if I'm willing to sign my new contract and make the change he'll credit me the start up cost. cool. I love a discount. So I leave Verizon and make the switch to T-mobile. My first bill comes including the set up fees. I call the store and talk to Terence and he explains that the credit will show up on my second bill. That's cool. Second bill comes, still no credit. This time I call customer service and explain the situation, they say they cant make good on the offer made in the store and to contact them. By this point I'm kinda over my discount and now stuck with lame ass t-mobile service, and a sidekick which was much better in theory than in reality. One more vain attempt at calling the store with no results and I decide I'll just go in in person next time I'm at the mall. So a month or so later I go in to the store and talk to a surly young lady in a much too small blazer and explain my situation and she says she'll speak with Terence and have him get back to me asap. That was 3 month and 3 phone calls ago. Thank god I only signed up for a one year contract. The coverage sucks as much as the customer service at this location, I will definitely be leaving when my contract is up and I wont be recommending T-mobile to anyone I know. read more

Reasons to use this dealer: ***friendly and eager to please customer reps ***accommodating staff who will go above and beyond to solve your problems and answer all your questions ***ready and willing to resolve problems resulting from activities on the account by unauthorized dealers *** appropriate recommendations and advice about plans and money saving tips ***and they do all of these with a smile and positive attitude I have been to many t-mobile authorized dealers, and this location is by far one of the best. We called ahead of time to find their hours and to learn whether they had in stock the items we were looking for to buy. The customer rep, Evan, answered all questions we had over the phone and set aside the items we were looking for since they were selling out fast. When my husband and I arrived to the store, we were greeted right away. We had to wait couple of minutes for Evan as he was helping another customer but once he was done, we had his undivided attention for almost 2 hours. He was very attentive and pleasant, and assisted us with all issues we had. He made all the necessary phone calls, preped the rebates and even provided envelopes to us to mail the rebates. We spent nearly over an hour and a half at the store taking care of our multiple lines plan. Evan even looked into prior changes made by unauthorized dealer store and found few discrepancies and at the end saved us money and any future headache. He helped us to pick accessories, and explained details of new plans. We purchased 2 galaxy tabs and new phone that evening, and saved lots of money on accessories and other fees. read more

********please read******* I used to come to this store for help all the time and everyone was so welcoming and friendly, but things changed after the original employees left.... This store definitely changed for the worst, all of the old friendly associates either got promoted or moved on to a different job. The new chumps here sucks!! RUDE CUSTOMER SERVICE, if you hate your job than just quit, I was helped by "just","Jess". Or whatever her ugly name is. She was unhelpful, rude, mad, and sad during the transaction. Please quit your job. All of the guys here are uneducated, I wonder how these idiots got a job at T-Mobile. Cmon management you could do better than that... Would NOT recommend coming to this store for help or service, TERRIBLE SERVICE and annoying employees... read more

This review is of the service at this store. Mind you I don't mind waiting wait times. When I was helped my two year old and wife walked up while the guy behind the register comes around doesn't click his phone off soon enough and all three of us see the f***ing porn video he had paused what the f. Your at work the least you could do is save your porn for home not for customers. all around terrible t-mobile shop. Btw I was sent to a third party T-Mobile to pick up the item I wanted cause they didn't have it in stock!!! read more

I was considering dropping my crappy Verizon service and getting a T-mobile phone and plan but my experience at this store made me never consider that option again. The salespeople seemed like they'd prefer NOT to make any sales. read more

I went in to this t mobile when I was waiting for my friend to get lunch, i was helped by Henry. He asked if I needed anything I took care of my bill. I had a question on my account. He took care of it with the up most professionalism. He got on the phone and didn't get off till he figured out the issue. I went on to meet with my friend and he stayed on the phone till he understood the issue. He fixed it and gave me a call to let me know it was solved. read more

We went here today after AT&T treated us like crap and tried to charge us a crazy sum of money (been customers for 7 years and they were shocking). Anyway, we went in, they were busy but told us we were next. 5 minutes later we were helped by a girl called Stephanie and she was GREAT, super friendly and really keen. She told us of all the benefits we could have for what we wanted and although she told us other options that we could get if we chose to, she didn't do a hard sell and made it feel more like information than a pushy upsell. She was efficient, helpful and really made the process easy. The service was really good and Stephanie was above and beyond anything I have come to expect from a sales person in a mobile phone store. The plan we got was what we wanted when we went in and the process was painless. AT&T should take note on customer service. read more

Good service and can get you deals not found online. I already had an unlocked phone, and he didn't give me any crap. Laid out their plans and explained them in detail. I felt like he really made the process quick for me since I wasn't looking to hem and haw all day. read more

No star for this store. They don't even worth for 1 star. I spent almost 2 hours to get an upgrade on my plan in this store. The female staff knows nothing because they don't know the details of international services. They made me so confused of what they are talking about. They just told me the completely wrong answer of my question. Thank god, I went to another T-Mobile store located at rose garden. They helped me through alllllll of my concerns and problems. This place sucks because you can see the racial discrimination in their eyes and brains directly. read more

No one was in line some girls got in line behind me. The sales rep at the register HENRY told me he would be with me in a second, and then said the girls behind me were here first and helped them before me and apologised. That was stupid. Go to an actual t mobile if you prefer better customer service. read more

Zero stars. I went here tonight with my bf to buy a Samsung Gear S. We were told that they didn't have a demo but they have it in stock so we can't even check out the product before we buy it. The rep there, Ray, was such an ass! At least act like you want to help out customers and still steer customers into buying a product even without a demo. Talk about no customer service training or people skills. Attitude stinks. We left to go to the Hamilton T-Mobile. They didn't have a demo either but Orlando there was super nice and filled us in with all the gear S features and wonders. We were sold. Bought the Gear S and went home happy. So not going to the Valley Fair T-Mobile anymore. read more

Crappy T-Mobile store. They are understaffed and let some rude man cut in front of my husband and I. The customer wasn't even waiting in line, then jumped in and said, "I have been walking around this store for 30 minutes". Um OK that's nice, but you weren't waiting in line. When I finally got my turn to be helped, the female T-Mobile employee assured me that my contacts could be put on my new phone. She said all that she had to do was switch SIM cards. Surprise, surprise here I am one month later and my contacts were never backed up to my account. They also mysteriously disappeared from my phone and no one at T-Mobile tech support could help me. Basically the T-Mobile employee lied about what she did. I think T-Mobile is probably going to lose a customer. read more

I think maybe this store took those bad yelp reviews seriously. I went in to upgrade my phone, and the service was great. All the sales people were really friendly and I was greeted immediately even though they were all busy with other customers. I had a great experience, and love my new phone. read more

Great Mall -- hard to find a parking spot!!

everytime i walk by this place to head to the food court there's one employee who will say hi to me, her name is Erica, she's cool. everyone else is there to do their job, hustle you, etc. i come here to pay my phone bill sometimes when i dont do it online. they're pretty much friendly but every now and then it will take forever for them to even talk to me. (paying a bill seriously takes like 2 mins or less) on those occasions i just patiently wait while they service other people who look like their going to activate a plan or buy a phone. its frustrating but im pretty patient. average service nothing superior, i forgot her name but one time i was asking about a rebate on my next phone, and she tried her best to get me the maximum discount, thats good service. read more

Terrible store! I give it one star because the agents are poorly trained and rude. I bought two phones from them and after I got the bill I found that they added handset protection and shipping-charge without letting me know. read more

I showed them my broken LG G4 phone, and asked if I was still under warranty, and they looked it up and said it wasn't. I asked them if there was any service to fix the phone and they said the only option to buy a new phone from them. Feeling down, I bought a new phone and went home. Then I did my own searching and found that I do have coverage on my phone, and LG does have a service to fix my phone. Sent it to LG, and they fixed it. Never coming back to this place again if they try to get me to just buy a new phone from them instead of helping me fix my phone. read more

THEY ARE NOT SERIOUS AT ALL!!!!!!!!!!!!!!!!!!!!!!!! I need a phone cause my old one broke down and I was thinking between the S4 and HTC ONE but I was more inclined for HTC. I got the S4 cause they were out of HTCs and they said don' worry we're going to put you on a list and call you when they are available. After a week no call I called them and they said we got none. After 2 weeks I went there and they said we just sold the last 2 yesterday and I was you put me on a waiting list and you said you'll call me, the lady over there said we went over the list and called everybody and bla bla...except that I haven;t got a call from them and I asked to get back on the list and she said aaa we don;t have a list anymore... read more

Went in today to change my carrier to T-Mobile and was greeted by the very courteous and knowledgeable staff at this location. Stephanie led me through the process of choosing a plan that was right for me without any trouble whatsoever. She was also very helpful with transferring my number from a previous carrier. She was professional and is an ideal example of excellent customer service. She was also easy on the eyes. Thanks again Stephanie. read more

Thank you so much Aaron and David from Tmobile Center at Valley Fair Mall. I was having serious issue with me mobile as i stayed in Asia almost for a year. I tried to solve it from there but couldn't make. I was back to US last week and visited some other stores but they were really upset maybe because of iPHONE launch and crowd. But these two guys Aaron & David great job. I was not able to open my Gmail as i am a businessman and was facing serious issue due to no 2 steps verification code. They jumped through a lot of hoops to get this taken care of. I had issues with my sim cards, my business accounts and even to my mobile sets. If you guys have serious issues go to Valley Fair Mall and meet Mr Aaron, he is there to help you guys. My problems got solved today finally now i can receive emails and replies to all and enjoy calling and texting. Thank you so much Aaron & David. You both are blessed and have a blessed career ahead. I appreciate for there timely action and commitment. Bravo! Much Love. read more

This is absolutely the worst T-Mobile I ever been to. I came in today to use my protection 360 to get the screen protector for my iPhone X. The girl with the braces who helped me, goes to my account and asks for my ID. I showed it to her and proceed to TELL her I go by my middle name, showed her my ID and debit card with my picture on it that proves that it's me. She walks to the back then comes back and said sorry I can't help u. So I called customer care and add my middle name while I'm outside of the store. Then I walk back in and tell her in which she gives me attitude and some other Asian guy proceeds to help me. He goes in my account lies and says I don't have the insurance, I tell him I do and that I could show him in my.t-mobile.com account. Then he says I don't even have an iPhone X in my account. I show it to him on the website and that I'm still even doing payments on the phone. Then he says why do you have your account for 1 month and been on paying your payments for so long. I said because we did a change of responsibility. I'm sitting over here wondering why the fuck r u asking me all these questions and what is it your business. After that both him and the girl said they have to research my account for all the receipts from over a year ago to see if I bought the screen protector as if I'm in a police station for an investigation. This is not procedure but straight up racial profiling because I've been to different T-Mobile since it wasn't the first time my screen protector cracked and none of them acted like this. After waiting for over 30 min I told them that they are doing the most over a screen protector and that I'd just go to another store. Ask yourself is this really the procedure they take and I swear to god this is exactly how the scenario went, I'm not making it up. STAY OUT OF THIS PLACE! A COMPLETE DISASTER AND EXTREMELY RUDE SERVICE. I will be reporting them to corporate and never come here again. read more

Worst place in the mall. I purposely walk the other direcytion when i see this place. They always bother you when you walk passed them " excuse me miss, what kind of phone do you have"? i said im not interested and they gave me a snotty look and mumbeled something really rude. Kinda said a few bad words to me . I called and complained to the mall manager. Terrible service. TMOBILE if people want to buy your crappy phones they will go to you but stop trying to pull people aside. its annoying. Not to mention every time i walk by employees are always gossiping . read more

T - mobile at Westfield Mall in Santa Clara is an outstanding place to stop in and browse for new stuff, accessories, and so on. Service really helpful. Great! read more

Justice did a phenomenal job assisting my family & I getting our new phones this weekend. She was very polite. She was constantly checking up if we needed anything. She knew what she was doing and and we didn't run across any problems with her. I recommend Justice if you ever need help! Thankful for her service to us! read more

I went in today to switch to T-mobile. I asked for if there is any discount when I open 5 lines. I asked to wavied the sim card fee. They insisted to say no. They said where I go, the price will be the same. Guess what? When I call in to Tmobile to check the additional line, the price for sim is like 5 times lower than single one I was charged! NEVER GO TO THIS STORE TO GET YOUR SIM CARD IF YOU SWTICH FROM OTHER CARRIER! Call directly and you can save tons of money! read more

They ended up coming through in a bad situation. Aimee is absolutely wonderful and helped us a lot. Rebecca as well.

the tmobile in valley fair is not very helpful.....first of all they don't even greet you........ i went in there to buy my sidekick 3 d wade because they were the only ones that had them.... they didn't offer me any warranty like they were supposed to.. overall there are plenty of tmobiles in the bay area... pick a different one!!!!!!! read more

My boyfriend and I came in because my boyfriend was charged $178.00 for a phone he canceled within two hours of purchasing, a phone line that he confirmed with the manager that he wouldn't be charged a dime. I anticipated we would be at the store for a while and that it would be an unpleasant experience. In fact it was the completely opposite and I was surprised! The manager was in a conference call and the sales associate Henry was able to help us easily and quickly. I didn't know a process could be so simple without any complications. It definitely made the experience enjoyable, and I'm so grateful for Henrys fantastic customer service. read more

Just came in very frantic because of my phone not working properly. I told Erica that I've already tried to call customer care, but they were unable to help me because I was on the phone that needed help. Erica was great; very patient and ended up fixing my phone right there in the store. I was very impressed with the knowledge she already had with my phone.thank you read more

Gifted an iPhone (I am an authorized user on my boyfriend's account.) The process was really strange at the end as he had me give my ID and he photo copied it. Basically not explaining what for and me and my mom were very upset and he said I could've "technically said no" so after it was done I said well I would feel more comfortable to decline that and asked to discard my info. He supposedly went into the back and shredded it, but how do I know that? I've never heard of photo copying an ID to get a new phone. Also someone who used to work at t mobile said that's not true. Either way if it was needed for their records as he said why would he say I could technically decline? It's suspicious and invading my privacy I don't feel comfortable as a customer with this branch or t mobile at this point. Somebody really needs to explain what this was about. read more

Went in to open some lines here and we were lucky enough to get Aaron with the cool beard. He is awsome. Got me set up with a cool LG G5 and pre ordered an Iphone 7 for my husband. He was very well mannered and very professional. Overall had a very very awsome experience with him! Thank you Aaron! read more

I walked in with my gf and we both had purchased an ipad air because they had a promotion going on. I have ask to pay for the full amount of the item. Brian Ho was the person that help us out, and i had the worse experience ever. I had paid for the ipad and he had made a mistake in putting my plan for the jump so we made another transaction to pay off the item. I had paid $800 with the first amd second transaction, and the ipad was only worth $500. We have noticed that there was a mistake when we got our bill because i was still getting charge for the monthly installment for the jump. I have lost $300 thanks to brian and never getting it back! read more