As a senior, I can heartily say that I will never use T-Mobile . Here's why: About a year ago I stopped into a T-Mobile store to hear about their plans. I was impressed by the cost of service for my wife and me. So, on June 11, 2018, I stopped into the Vacaville T-mobile store to find out if they had a way for me to try out their service at my home where I always have 1 or 2 bars with Verizon, but occasionally lose a call. The sales rep was pleasant, and I was told that I could get a prepaid service and just replace the Verizon SIM card with one from T-mobile. The sales rep was glad to replace the SIM card for me, and to charge me $58.65. I went home and had the dreaded "NO SERVICE" info on my phone that night and the next day...this morning. At 11:50 am today, June 12, 2018, less than 24 hours from my purchase, I went back in and told the sales rep that in both the evening and morning I had no service. He said, I told you that you couldn't get a refund for prepaid phone service!! (Having had a minor stroke on March 3, 2018 I could not recall any such warning.). The moral of this story would seem to be, if you have a poor memory or are a senior, watch out for T-Mobile. I admit that he may have warned me. I called the corporate office and that said, if I had bought the service online they could refund the money, but not if I bought the service in a T-Mobile store. I am now looking for ways to share my experience with others. read more

Great customer service!! Larry is the bomb. My husband's phone and my phone needed to be replaced. We have been long time customers of T-Mobile with the prepaid plan. Larry was very helpful getting our new phones set up. We added extra memory cards to the phones, and Larry took care of us in a very professional and friendly manner. The next time I am in Vacaville and need to go to a T-Mobile store, I would not hesitate to go back to this T-Mobile store. Thank again, Larry, for all of your help. read more

Second in a year a bought a new phone here. Conan was our technician. He was very knowledgeable, professional and helpful. Top notch service and no wait. I switched from AT&T to T-Mobile a year ago and could not be happier! Thanks Conan read more

Very pleased with our switch over, great affordable family plan, and perks like free Netflix! Miranda went above and beyond to locate out of stock phones, very happy that we received a call the very next day! read more

There was a little miscommunication that led to distrust but they made it right so I commend them for that and give them 5 stars

So i recently decided to upgrade my s9+ for a Galaxy Note 20 Ultra 5G. The lady that asked if i found a phone i wanted. To which i replied yes a Galaxy Note ultra 20 5g ultra. She says she believes the only color they got is black. I didnt mind the color. Bought a screen protector and finished paying it. When i got home 25 min later i was looking at the device to figure out how to remove the S pen that should come with it. Apparently what the lady gave me was a Galaxy S20 5G. So i put everything back in the box to return the following day. Drove back and told the assistant manager a mistake her employee made. She wanted me to pay the $70 restocking fee...it wasn't my fault but she insisted i pay for it so i had no choice since the employee wasnt there that helped me. So when i got home i called customer service to see if they can refund me the $70. They did! So if you have any issues with tmobile restocking fee contact customer service over the phone. Ive been with tmobile for 12 years no issues they should have done a better job there in T-mobile Vacaville. read more

Timobble sucks and is a ripped off I will never suggested a again to anyone leave them. Don't be a sucker.im done they have a lot of problems they need to sort out before actually running a business I don't care what you're trying to do to keep me with your stupid idiotic I rather drop dead then use this service and I'm just being honest some people don't have money just to throw away for nothing go to Metro and you get $50 plan that won't charge you whatever they want go to Metro it's not a rip-off in another together Metro is still different read more

Worst customer service ever. Staff never knows what they are talking about. They say one thing and you get your first bill and it's way more then you thought. His store location helped confirm my decision to disconnect my service. read more

I highly recommend Paul!! He is amazing and has great customer service!!!! My phone number has been tied to the wrong account for some time and it wasn't able to fixed when I asked about it before. He took time out to make sure it was taken care of and escalated it up! Thank you so much for taking the time to fix it for me!! Highly recommend this place and Paul!! read more

First of all, ALL the T-Mobile associates at this location have always been so helpful and know what they are doing. Our daughter lost her sim card while in Italy and we had to replace it. Miranda A helped us and remembered that she was also the one who helped us add our daughters line 8 months prior. Not only did she assist in replacing the sim card but she also spent a half hour making sure all aspects of our daughters phone was working. She is AMAZING! I would wait inline or make an appointment just to have her assist us. Thank you Miranda A. You are the reason we continue to stay with T-Mobile. read more

I have had an issue(s) with Messages, Facebook and photos. The nice young man at TMobile solved all my problems. I didn't get his name, but he was very helpful and took the time to make sure I understood what he was doing & saying. Thanks TMobile read more

Decided to change from Verizon to TMobile and I'm glad I did. They are paying for my broken contract fee from Verizon and offer a protection plan that allows you to upgrade your phone after half the payment is completed on the original phone. I get unlimited data for the SAME cost of 2gb from Verizon!! The staff was outstanding and VERY helpful with explaining Carrier Freedom, transferring my data, they even held a phone for me till I could pick it up. Thank you TMobile crew! read more

The associate Mike is a bad ass. Keep him around, he done good Extremely professional and helpful 10/10 read more

I came here in desperation because I had forgotten my BB charger and my battery was just about dead. I kindly asked the person behind the counter if they had any basic USB cables laying around in the back that they could throw my way. The dude looked at me like I was asking for free gold or sumthing. He said nope sorry. He proceeded to go about his business so I asked if they had one for sale at least. He said "yea we have a couple of them" with no eye contact or any kind of positive reaction. He did go and locate one for me but I really didnt want to buy it based on my experience. But since I was really needing a way to charge my BB, I went ahead and bought it anyway. I wont go back here and dont recommend you buy from this particular tmobile spot. read more

I have always had great service here and T-Mobile has never let me down as long as I've been with them. went in today to go over my bill and finally add my daughter to our plan. I didn't want to, but her prepay is more than what it costs to add her, so made sense. anyway, jon helped me out today and was patient since we had the two little kids running all over and trying to touch everything. he went over everything and explained all the changes being made and what would be better. sucks to see other people don't like it here, but it really isn't bad. it was busy today too but the 3 guys working had it down. go see jon read more

I'm a long time customer and FAN of T-Mobile. So why lately have they been nothing but disappointing as a service provider? WHY?? This really confuses me!! Let's start by reviewing my recent trip to this store to get a new battery for my Samsung Galaxy S III. The last month or so, prior to this desperate act of sanity, the battery wouldn't stay charged for more than an hour. I got fed up - and stopped by on my way home from work. Very standard store ... no customer's were in the store - can't remember the last time I saw an empty store - so after being greeted, which was the 1st of 2 things I found pleasant, I explained I needed a battery. WAWAWAWA! Is pretty much the response I got. Said T-Mobile rep (for lack of remembering his name I'll refer to him as "Brian") decided to look up my account (thanks for asking for my ID), and was more interested in trying to sell me a NEW phone than getting me a replacement battery. After saying "I didn't want a new phone - I'm still paying on this one and, FRANKLY, I don't feel I should have to be replacing a battery at this point." Well, he really didn't want to hear that and quickly announced they didn't have batteries. OH really? You sell the phones ... you don't sell the batteries? WOW!! #2 of pleasant things presented itself when he told me that a Batteries + Bulbs was down the street and I could get one there. So ... I guess T-Mobile is now in the business - of turning away business. Thanks for the recommendation BRIAN! Your lack of directions and threat they are "probably closed" didn't deter me. I went - I got - I left. Their review will be 5-stars! Additionally, I mentioned I was thinking about ditching T-Mobile, which was ONE reason I didn't want to upgrade, because ever since moving down to this area (Napa through Vacaville, as far up to Roseville) - their SERVICE HAS SUCKED huge!! I came from a very rural Eastern Washington area but at least I consistently got 4G service and service over the Cascade mountains. I rarely can get 4G service sitting in a Napa, CA backyard. I pay for 4G service - a lot of money on two phones. Most of the time I have "E" (extended) service. Brian said - "Oh ya - Napa's coverage is terrible". Okay Brian ... once again ... you're not HELPING. Thanks for the TRUTH, as if I didn't know. I think I am the one that told you!! There was no offer of apology. No suggestions. No hint that coverage in that area would improve. NOTHING! Just the SAD Truth. I almost wished he would have lied - tossed me a bone or something!! T-Mobile - you are about to loose a customer as soon as my contract is up. I don't see any reason to stick with you. I pay too much for what I am getting - and if you want to continue to employ people like "Brian" in your stores - you'll loose more customers! I will ride my contract out ... and search for a new phone provider which actually will deliver 4G (or 4G LTE) coverage in the areas I live and frequent. And I'm pretty sure that I'll get a better deal for my service. read more

I came here after the jerk at the Sacramento mall kiosk screwed me over. I spoke with a gentlemen named Mario who looked over the entire transaction Rich had done and corrected everything. He helped me upgrade my phone and patiently went over all the perks about the various options I had. he gave me his card and told me to callhim if I have any other issues. I was first about to cancel the entire plan but thanks to Mario he made me a tmobile customer. I wish all the sales guys were as honest and legit as Mario. He didn't try to sell or upgrade me on anything I didnt need. WOW read more

We had a very nice visit to this store. We were pleasantly surprised because where we moved from, it was not always a pleasure to go to t-mobile. Sean is absolutely the best associate we have ever dealt with. He is very nice, patient, exceptionally knowledgeable and was able to answer all of our questions. Sean should be in management!!! read more

This place is the worst for customer service. I been to multiple t mobile stores but this is the only t mobile store that each time I come in I always get the worst service. They're lazy and there is no other way of putting it. I love the t mobile actual service but if you're going to buy a phone do yourself a favor don't come to the store goto another t mobile store read more

Great customer experience for me! Extremely helpful workers and they really know their phones if you ask their opinion. Especially Chris S. When I upgraded my phone I needed some questions answered and they gave me a lot of good insight on all the new smartphones! So don't be afraid to come to this store, you'll be taken well care of. I also got a State Worker discount 15% off while I was there! read more

DO NOT come to this location. They are rude and give you the run around. Customer service said we are able to upgrade at no problem but the girl stated I was not able to do so and there are differences. No type of customer service repairing. I asked for the manager and she was not able to provide one. I believe if you are not able to comply with company terms, and don't know how to communicate well with customers then maybe she should be retrained or have someone that is able to work well with customers be part of the front line team. read more

I called the morning of to confirm my replacement phone had arrived. I asked the employee if they will be able to transfer my contacts and pictures to the new phone. I was told absolutely as long as I come in before 9pm. Which I found strange because business hours were listed as 8:30. I made sure to arrive a bit early at 7:45. I walk in and was never greeted even though the only employee who was not assisting anyone saw me walk in. 10min. later she decides to say she will be right with me. She comes up to me asking me what she can help me with. After I explained what brought me in, her response was she doesn't have time to assist me. Asked me how much gb I needed to transfer, i said I don't know I just need my contacts and pictures. She stated her customer is in the bathroom and won't be able to help because it will take up too much time and I may have to come in tomorrow. I continued to wait hoping one of the two employees would be free to assist me which a male employee did. I was told it would only take 10min when he connected my phone to a laptop. I was then told it would be a longer wait as the new phone needed an upgrade which was fine. The girl employee started to slam the metal doors to cover the Windows incredibly hard. Kept slamming one because it wouldn't shut like 8 times. Nails on a chalkboard sound..alright I get it...you're closing . I was told to enter my apple id password but, was told there was a security feature that it would take 50mins. At this point it's obvious I'm not going to wait an hour. I commented to the employee assisting me on how it's too bad I can't take both phones home to transfer my stuff over. He agreed but, that I can take my new phone and they will hang on to old phone to continue to transfer tomorrow. I said oh that would be great! She heard that positive reaction from me from across the store so she walked to the desk and asked the employee "you're letting her take both phones!?" He explained to her what we were doing. I guess my positive response struck a chord with her. She proceeded to say that the system automatically shuts off at 9 and that I need to leave and comeback tomorrow. I noticed everyone was wearing a name tag and when I turned around to look at her, she removed it at some point. My boyfriend commented on how rude she was to me. It only takes one bitter employee to provide such a negative experience. After my contacts and pictures are stored tomorrow I will make sure to give my feedback on my experience at the location. read more

When I signed up the store was 5 stars hands down. Ever since then every time I go in to this store its been a nightmare. First of all, they have this rude girl there that doesn't even try to hide the fact that she's talking trash about you behind the counter with her co-workers. She helped us one time and she was so rude that I had to walk out. All we wanted to do was upgrade my husband's phone. We ended up doing it over the phone. It was a much better exoerience all together. Second, I'm fairly confident that none of them know what they are doing. I'm having an issue with my Note 5 ever since an update that T-Mobile & Samsung pushed out. T-Mobile offered to replace my phone through warranty is which would be fine, I just don't think that's going to fix the problem. The initial phone they sent out was lost by UPS. CUSTOMER CARE toom appropriate action and filed an investigation with ups and proceeded to send me another phone. I went in to the store just to SEE if switching to an s7 until the Note 6 came out would be a better option. For some reason it turns out that I'm not eligible to upgrade, probably because I have a note 5 on the way and the STORE representative cancels my order. I didn't even want to do anything. I just wanted to know what my options are. Now I don't have a warranty phone coming OR an upgrade. I called customer care and they told me he cancelled it because he felt that we should wait to see what happens after the investigation. That puts me at 10 days without a phone! He had absolutely no business canceling that order. I feel that the only reason he did it was because he wanted the sale from the upgrade and when that did not happen he had to come up with a lie for why I would be out of a phone for 2 weeks. Customer care took care of the entire situation. THEY told me to stop wasting my time at the retail location. I going to have to agree with them. Every transaction that I do with customer care is easy and effortless. I highly recommend that you avoid this store at all possible costs. If I do have to go in to a retail location, I'm going to Fairfield. Otherwise, it's I'm a huge fan of customer care. read more

Kiana provided superb service and a high level of competence. She helped me upgrade from a lower level android to an iPhone XR. From the set-up of the new phone to the transfer of data & photos, she handled it with efficiency and professionalism. She also helped with the installation of accessories. I was so pleased with her service, a couple of days later, I sent my daughter who upgraded to an iPhone 8. read more

Decided to stop here when i got off work to pay my bill and the Customer service sucks. Waited over 30 min to pay a bill and was not even aknowledged once, no sorry for the wait or nothing. Line wasnt to long but it got long after about 15 min and the reps just kept messing things up n calling a guy over back and forth between registers. Oh well next time ill drive 10 min somewhere else. read more

Worst tmobile store in this area. Took 45 minutes to get helped...3 employees in store working on the same customers for the whole time. Perhaps a bit more training is needed here. read more

an f for u bcuz thats what u deserve! u know $$$$ but not customer service. highly not recommended. ur never any help just talk. your associates can be friendly but tmobile or their service is no good do ur research, they trick their customers. read more

This place is absolutely horrible when it comes to customer service. I was getting my new account activated coming from AT&T, I called the customer service at the 800 number and they said if i go into the store they would be able to get me my phones and accessories.. We went into the store and was greeted (more like approached and asked what we needed there was no friendliness in his voice ) by the Asst. Manager, who right from the start had an attitude and treated us like we were an inconvenience. After telling him what we want, he said he would be unable to help us since it wasn't authorized on our account. We called customer service at the 800 number again and they said he should do it. He then proceeded to tell us it was HIS store and he said NO. And that NO other store would help us. After arguing with the guy for 5 min. We walked out without our phones. We called the store in the next city (Fairfield) and they greeted us with a warm smile and we were in and out in like 15 min. It was a great experience with the store in Fairfield. We told their manager about our experience and he said he would call the store manager and take care of it. The Vacaville store is horrible, DO NOT GO THERE just save your time, patience and money and go to the Fairfield store. read more

Here is my story. My phone suddenly would not turn on or charge, so I went to the T mobile store on 1639 E Monte Vista Ave #101 Vacaville, CA 95688 at 11:00 on 29 June 2012 and one of guys who assisted me told me that they can order a replacement (Not necessarily a new phone) and it will arrive in 4-5 days. I wasn't happy that I wouldn't have a cell phone without 5days. The clerk then told me I could pay $20 for fast shipment. 20 dollars for fast shipment? I guess fast service is not a basic policy of T mobile's unless I pay more money. I wasn't happy at all but I paid the $20. Also the clerk offered me a free temporary phone but I have to deposit $50 and when I bring back the phone, they will give me my money back. So I took the phone. Two days later, I found out that my phone is working again. It was a battery problem. So I went to the same store and told them I had to return my rental phone and I also needed to cancel an order for the replacement phone. This clerk, who was different person helped me at my first visited, then asked me "Where did you get this phone? "When did you get it"? I told him in this store on Friday. His tone of voice reminded me of someone looking down on an inferior. I was already annoyed by his initial behavior towards me and then he asked me for a receipt. It was in the box but I no longer wanted to deal with him. Me: "Can I speak to the person who had helped me on Friday?" Mike: "I don't know whom. How would I know?" Me: "Why are you welling at me" Me: "Can I see your manager? " Mike: "Are you serious?" There is no manager. I'm done with you.. Me: "I asked what is your last name?" Mike: (pointed to his name tag which read Mike) "this is all you need to know". Me: This customer service is worse than AT&T. Mike: "that's ok". This is abysmal customer service. If this is the best T-Mobile can offer then I want to cancel my service and get my cell phone service from someone who understands how to treat their customers with a little respect and dignity. I've read my contract and nowhere in it does it say I should have to put up with service like this. There is always one bad apple in every bunch I know that. More than likely not everyone in that store behaves like that but, I'm never going back there. Now I need to find someone from T-Mobile itself who will help me resolve this issue in a professional manner. This store doesn't deserve even 1 star but this is star is for the first person who helped me. read more

I honestly give this location a 5/5 stars. I mean I think I had one bad experience about paying a bill at this location, but that was months ago, and I don't think the person works there anymore. Either way, I've usually had no issues with upgrading my phone, or getting problems dealt with. I'll speak about a more recent experience about how my phone has been acting up, at first the guy changed my SIM card since mine was older, as it was from 2 old phones. It did help temporary. But of course it's had its issue, again. And had to go back in, he remembered me from the day before, and another coworker of his decided to help, without pressuring me into an upgrade. I ended up just taking the replacing my phone with the same model and keeping the amount I owe on it. Free of charge, well supposedly a 5 dollar processing fee but that's better than some other companies making you shell out money for the same phone. I haven't gotten my phone yet, so if I don't update means everything went peachy keen . read more

Shout out to the team at the Vacaville TMobile, great and awesome customer service. Came out feeling satisfied with what I needed to know about my billing question. Thank You for taking the time to research and explain our situation!! Very Helpful Staff!! read more

I spent all day trying to set up an automatic monthly payment. I called and was put on hold until I was tired, I called again and choose a call back within seven minutes wait time and the call never came, I decided to go the the T-mobile store, there the guy that helped me tried said he couldn't set up the automatic pay in the store so he call customer care ( while on hold he played games on his phone) after waiting for over an hour he was put on hold again after what seem like hours he hung up and tried again this time the person on the phone said they would set up the account and took all my information including my credit card information and put him on hold again after about trying for four times and speaking to about five different care customer service personal he hung and said he was sorry and he was not able to help me. I came home and tried by phone again was told to try on line and was given a temporary password for my account, got on line but was not able to long on the site kept sending me back to the sign up page. Didn't get anything solved. read more