Sprint Store

Scott Sousa was fantastic in helping us upgrade our family plan and phones. He was very patient and clear with his explanations of pricing, what is included in the plan, the different options, and so on. Unlike certain salesmen, he did not try to trick us into paying hidden fees or give ambiguous explanations. A+ customer service! Even though we took a long time deciding what we wanted and calling our old cell phone company and whatnot, he took the time to answer all of our questions until we were satisfied with our purchase. Went home happy with 3 new iPhones :)

I have not had great experiences lately at the Sprint store in Novato and after being directed to the Apple Store in Corte Madera, which was also extremely frustrating, I discovered there is a «corporate» Sprint store in Greenbrae in the Bön Air shopping center. The corporate stores are centered on customer service and not sales like the retail store in Novato. WHAT A TREMENDOUS experience! Josue helped me when I walked in and was soooo patient and informative about iPhone and Android phones. Josue even explained details about my plan that had NEVER been explained to me before and that includes features on my iPhone that even the person at the Apple Store didn’t explain. Due to the Great service I received from Josue I decided to turn in my iPhone and switch to the Galaxy 6 Edge. I am so happy I did. Great customer service goes a long way. Josue and all the guys who work there provide GREAT customer and really care about their customers.

A Sprint Store to try for a new experience. I went with trepidation, and a lot of questions, to the Sprint Store this morning-​based on previous experience and even previous reviews. Wow, was I pleasantly surprised and impressed. The manager, Steve, and one of the supervisors, Josue helped me and were knowledgeable and helpful. They even knew I wasn’t ready to do a fairly complicated switch and just wanted questions answered. I never felt hassled, rushed or looked down upon. In fact, I asked them to slow down their fast talking and they did so without making me feel stupid. There was another supervisor there, Scott whom I overheard working with other customers who seemed just as knowledgeable and helpful. Because of the professionalism of the staff and the effort they spent to answer all of my questions, my family will be returning to switch two people from another carrier and add them to my plan. I did wait a little bit to speak to someone but the wait was not unreasonable and I hadn’t made an appointment ahead of time. The store is under new management with Steve committed to making this a customer friendly store. Give them a try. Ann P.

I wish I could give this place negative stars. If you’re thinking about getting a new phone plan with sprint, DON’T. Turn around and walk away. Now. This was one of the worst decisions I have ever made.
Each month is a constant battle over mystery charges and trying to get back to the initial price the customer service rep and I had agreed on when I entered into the contract. Over the last 6 months nothing fills me with more hate-​fire than when I realize Sprint f**ed up again and I have to call/​go into the store to try and negotiate my bill.
Other reviewers have also mentioned this, but there is a HUGE disconnect between corporate Sprint and the individual Sprint stores. It’s like once you sign up you’re not even really dealing with Sprint the corporation, but rather the individual store you signed up with.
Sign up at this Sprint store and you’re looking at monthly headaches, incorrect charges, and terrible service. DO NOT SIGN A CONTRACT WITH THIS COMPANY/​STORE. RUN. RUN AWAY.

The WORST customer no-​service experience!!! Xavier «helped» me and he was rude, condescending, and had absolutely NO interest in trying to explain nor help to resolve my cell plan problem.
Another problem is the HUGE disconnect between the brick & mortar stores and their corporate/​customer service.
Just a complete joke and to make matters worse, when I realized there was a problem with my plan, the only thing Xavier could muster up was that it wasn’t his fault and the girl who originally sold me the plan no longer worked there!!!
In closing, if you own a Sprint phone, steer clear of this Greenbrae store. Just terrible customer service and their high turn over rate should also tell you something.
IMO Sprint is the land of bait & switch…

My experience with Sprint today was so bad that I can’t muster a humorous post here.
I bought a phone online last night, literally paid for it, money was taken out of my account, even got a confirmation email congratulating me on my «purchase.» I opted for pick-​up at this Sprint Store in Greenbrae rather than having it shipped to me (this is an available option for Sprint online, aka a terrible, terrible decision). I paid $ 96 and some change for an iphone 5c because my online account showed that I had an available discount/​upgrade. I had an appt. at 12:15pm, and showed up on time.
After a few minutes of providing info to the customer service rep., she said that my phone was not available for an upgrade. I explained that it showed that it was all over my online account, and that I already bought the phone for my discounted price. After a half hour of her staring at the screen saying nothing, the manager came out and said that if I didn’t leave the store today with the phone, I would be refunded. Why would I not leave the store with a phone I bought and was there to pick up? Yes, this makes no sense.
This went on and on, they told me that I had to pay full price for a phone (550+) that I already bought for $ 96. They could not resolve the issue, or offer any explanation other than «9 out of 10 online orders don’t work like this.» I asked for a refund.
It would make too much sense for this to be the solution. A refund for a phone I bought that they wouldn’t let me have for the price I already paid for it. However, we’re talking about Sprint here. The most incompetent company I have associated with. «Oh I’m sorry (says the Manager). I’m not authorized to give refunds.» You, the Manager — cannot refund me for a purchase I made that I cannot have?
I walked out of the store after an hour without the phone I bought and was there to pick-​up, and without a refund. The manager did (after I asked) write an official note for me on a post-​it telling me I should see a refund in 2 — 3 business days. He didn’t call anyone to tell them to cancel my order and issue a refund, this was just supposed to happen. I had to contact Sprint customer service on my own, another hour wasted, and the guy issued me a refund. No explanation, no offer to make the situation right, no offer of reimbursement or money off of my next bill… just a «sorry, there’s nothing we can do.»
I know that the customer is always wrong with all cell providers, but Sprint has to be the absolute worst. I filed my first complaint with the BBB over this debacle. If you’re wondering if this may be a good store to visit, or if you should go with Sprint, the answer is DON’T.

Isela is awesome. I am really impressed… I had to stand in a Verizon store in Corte Madera for *hours* the other day, and the experience here is just like night and day. She really helped me figure out what is definitely a weird and complex problem…
She was helpful, thoughtful, patient, kind, and low to no pressure. Sometimes you get techs that *know* they know more than you, and treat you like you don’t really know what you want. But she patiently listened, figured out some cool workarounds, and basically brought me back into the future! =)
Cell phone companies are basically commodities now, and they can’t do much — locked into a very strict set of hardware and cell /​data plans. The fact she was able to work it so I am going to end up only pay $ 10 more a month for a brand new Samsung Galaxy S5 *AND* keep my beloved simple flip phone is just fantastic.
It’s still a cell store experience… but it’s the best I have had in 10 years since I first got a phone. Right on Isela! THANK YOU!

Ok, every time it just gets worse. I have nothing bad to say about anyone as an individua that works there. I’m sure they’re doing the best they can for a soul sucking business that just wants your money, and I’m sure they’re doing it for the same reason anyone forced to do retail in Marin does… the money to pay the bills.
After 14 years we’re going to move on, and find someone to buy out our contracts with Sprint.
There have been numerous messes, but today’s outrage was to discover that we have paying for insurance for our phones, but only one out of three of the phones on the family plan is covered. So what the hell is that charge on our bill?
Run.

Came in and received FANTASTIC service from Moses. Walter didn’t help us, but jeeeez he was nice to look at while we waited. Such a cutie. Staff was friendly, helpful, patient, and did their best to answer every question and get us the best deals. Never felt like we were being up sold anything or being pressured. Good job, fellas.

HORRIBLE!!! These guys signed me up i purchased a new iPhone w a payment plan and signed up for autopay. The phone did not get reception in my home or most places in Marin County. I returned the phone within the 2 week timeframe and got a return receipt. SURPRISE: I got a Visa autopay charge for almost $ 500.00. I have been back to the store 6 times, made 15 phone calls and NO ONE seems to be able to get me a refund. STay away, far far away. Now I’m back w AT&Tcompany have negotiated a $ 60.00 a month rate and am sorry I ever left.

Crappy service and the 800 number is even worse.
AVOID SPRINT! and DON“T ENTER INTO a 2 year contract. RUN RUN RUN!

I called for help a quick stock look up i was just in when i bought this new phone and know for a fact he could have turned his head to the left and answered my question but the guy said they were to busy to help and hung up on me absolutely ridiculous!

I have always gone there for help of top quality. These guys are the best. Brian and the crew are an awesome team. I left «V» because of excessive high rates. Happily my Sprint team has my business. I have referred no less than 5 new clients to them and will continue. Yea team.

Beware of being lied to at the Sprint Greenbrae store.
I was an existing Sprint customer who had to buy a new mobile phone. I purchased it at the store in Greenbrae. The salesperson, Kelvin, did not mention that I would be charged an activation fee; when I asked him directly twice if there were any additional charges or fees, he said there would not be any.
When I received my next Sprint bill, it included an activation fee of $ 36. I phoned Sprint and complained to a CSR about the charge; she researched the sale of my new phone and informed me that Kelvin had manually added the activation fee to my account; his other option, according the the CSR, would have been to add a note to my account waiving the fee. Thus, Kelvin lied when asked directly (twice) if there would be any addition charges or fees.

I’ve been a very satisfied Sprint customer for over a decade. Loved my old BlackBerry Curve but the hole in the screen, lost case, frayed charger cord and dying battery added up to needing a new phone;. Unfortunately Sprint does not carry the new Blackberry Z10. I wanted to stay with Sprint so I asked about the Samsung Galaxy S4. I was told that it was not compatible with Microsoft Outlook so I came home with a convoluted contraption called an HTC One. Highly touted by the same person who told me about the Outlook compatibility issue.
Turns out that the purported incompatibility between the Samsung and Outlook is NOT TRUE. Moreover, the damned thing hardly works at all where I live. Sprint refuses to help. They just take your money and send you periodic upgrade notices because you’re a «valued long-​standing customer». I’m so fed up with the phone that I’m just going to pay the early termination fee and be done with these sleazoids once and for all. Inept retail store staff, uncompromising customer service and crappy reception. Have to use an AT&T iPhone to make calls from home.
Stay away.

The two employees, one of whom I believe was the manager, offer terrible customer service. I hope that the gravity of this simple statement brings about some sort of change.
It is very simple to avoid shopping at this location with two Best Buys within 5 – 10 miles to purchase phones and plans from.
In fact, I’d rather drive all the way into the city than ever return to this location.

I got tired of dropped calls, crap service and high prices so, after 15 years with At&t in it’s various permutations, a survey of my tech savvy friends and a price comparison led me Sprint. I had spoken to a salesman named Robert Vasquez on my initial shopping trip, he was not on duty when we came back with my wife, however, another Rep, named Damian was more than willing to run us through the phone options even though he knew it was Robert’s sale.
We came back when Robert was there and he set up our accounts which were activated on our new HTC Heros before we left the store.
Phone book transferred and phone live before we left the store!
I’ve been everywhere At&t dropped calls including Solano Avenue in Albany, The Golden Gate Bridge, The Castro, the Marina and West Marin and NO dropped calls, Clean clear signal and plenty of volume
Robert told us to play with the phones and then set-​up a one-​on-​one training session the next Sunday.
By Sunday my frustration with the myriad features and kinky on screen keyboard had me quite edgy. Robert answered our tick-​list of questions with calm professional patience and good humor. Showed me how to calibrate the keyboard and said «any time you’ve got a question, just email me.»
The Hero is so customizable and feature laden I may be ready for a new phone before I get this one the way I want it. I learn something each time I pick it up. Killer!
There have been a number of grouchy reviews of Sprint and it’s customer service in the last couple of years but, this does not square with my experience and I am a very hard to please customer.
Ask for Robert, Damian or Brian and you wont be sorry.

I asked a lot of this store, and of Brian To in particular, and they delivered… way, way, way beyond expectations. OK, I was switching from AT&T, so the bar was not set too high… but Brian built a whole new bar.
Yes, it takes a while to get service here… but I think that is because they give quality service to the customer in front of their face first. You’ll appreciate this once you are that customer.
First, Brian helped me choose four phones for four very different people with very different needs. He is knowledgeable about all the different products that they offer.
Next, he helped me easily find my corporate discount… and he went through some hoops to make sure that I received all of the possible rate and product discounts, even one that wasn’t initially available in his system.
He transferred over my phonebook from my old phone, and walked me through use of the new phone… recommending some apps to make the phone (HTC Hero) a bit more responsive.
He called me twice to make sure everything was okay.
Okay, all of this is what I think we should *expect* from a phone company, though I didn’t find it at AT&T. But then I found even more from Brian and Sprint:
— Sprint coverage is pretty good, at least in the areas I travel. They seem to have a good roaming network (which is included in unlimited and free minutes). Even in Yosemite, I was able to get service *everywhere*, while AT&T, Metro and Verizon users had varying but lesser degrees of success. However, at one critical house, service was not to be had. Brian gave advised me to call customer service, and gave me a bit of a script to get the best results. With very little hassle, and a 99 cent investment on my part (seriously!), I had a complete solution to that problem.
— I failed to send in my rebate by the due date. Again, Brian gave me a number to call, and the rebate guy told me that they had a grace period. He even told me to call back if I didn’t make it within the grace period, and he would take care of me. Would AT&T do that? Ha, not a chance.
I am very very happy with Sprint, with this store, and with Brian To. If you’re thinking of ditching that huge phone company (ah, how I cursed when they swallowed Cingular), go here for sure.

I came by to check out all the features on the phone I want, I was there for a good 20 min playing around with the display phone, and my presence was never, EVER acknowledged by the staff. And no, it wasn’t crazy busy, there was one or two other patrons there at the time.
I guess they’re not looking to make a sale.
The place gets a few stars because it was actually really clean and neatly organized.