Sprint Store

Round 2 of trying to have «in store promotion accessories» charges removed from my bill. My wife called the store to have it fixed again and the store manager decided to not only raise his voice at my wife but insult English speaking capabilities as well.
Now I get to leave work to have this issue solved face to face. This store is horrible and I would never recommend anyone to purchase products from here. If I could give negative stars I would.

I went to this store and a rep lied to me and gave me promo stuff that she said was going to be free. Then I saw a recurring charge on my bill for $ 20 a month. No matter what I did, I could not get it taken off of my bill. I talked to the store and I talked to corporate. No one wanted to help me. But then I went back into the same store and the Assistant Manager /​Supervisor Estevan, helped me greatly. He was understanding and saw the long term, not the short term. He made me want to stay with Sprint. I would only go and talk to him again. He does care and had excellent customer service.

Wow I’m never buying a phone from here, I was about to buy one but the service from William was ridiculous. I’m pretty sure sprint doesn’t care about customer service otherwise he wouldn’t work there. We wanted to upgrade our phone which he said we couldn’t, even though we have a grandfathered plan. We did bug a little by telling him him twice that we did not want to change our plan he snapped at us that he knows and that he’s like an elephant and he never forgets. He even then mentioned the new plans again and said they’re better then the grandfathered plans. I said no I have friends who changed it and hated it and ended paying more, he replied «well you know I only work here so I know it’s better. «I decided to say forget it and walked out. While I was walking out he muttered under his breather ‚“later!» So thank you William for giving us crappy service. We will now not every buy a phone there again.
Ps. I don’t know if that’s his actual name but it’s the name he told me when I asked him what his name was.

The most horrible customer service I have ever experienced, especially 1 employee in particular: Cassandra. I was treated so poorly. She tried to upsell a lot of extras, hidden fees. Make sure you read your contract closely. She refused to tell
Me her name. I really hope manager would take a closer look at what his employees are doing.

I came to this location to do my upgrade. And i had the worst customer service ever. This Girl her name is Casandra … NOT PROFESSIONAL at all first of all, in the whole entire transaction she keep using her cellphone to text and personal matters insted to give the full attention i take that as rude behavior. And unprofessional then i ask her if im going to get any hidden charges on my bill and she said yes but i dont know, what exactly is going to be. And then when i see my contract she falsify my initials to add the insurance plan on my account with out my concent ??? Thats fraud !!! And thats unaceptable and i wish i cant speak with any of her supervisor or manager because this young girl has not perspective of customer service and she falsafy your initials to add insurance or Asurion in your plan with out notice.
So CASSANDRA YOU WILL NOT REPRESENT SPRINT WITH THAT ATTITUDE AND BEHAVIOR.

Service employee told me he could transfer my texts to my new phone! Three hours later, they were not, he was gone. Store manager, Jose I believe tells me I can discuss it with the employee who told me this when he returns the next day. I ask him why? If you are the store manager the logic behind the misinformation is for YOU to explain to me! He agreed… problem is, four days later I’m still waiting for an explanation. These people are incompetent, banking purely on your need for their poor service! I’ve also noticed the extremely high management turn over at this service store over the last four years. Very poorly run! Avoid!

I would give this store 0 stars if I could. Went to upgrade phones, had only a limited amount of time to do so. Employee assured us he could help us within our time frame. We were pretty happy at first when they offered us a free tablet. We inquired about additional charges related to the tablet, the employee (Kevin) told us there would be none. We took the new phone and tablet and left (already late for work, but happy we got a new tablet!).
My sister inquired about the tablet because she thought it was fishy. Sure enough, there would be a $ 15 data plan charge and $ 36 activation fee that Kevin did not explain. Went to return the tablet the following day and the manager (Will) let us know that the tablet might actually be 100% free, but they could not tell us for sure yet because our account had not updated. He told us to come back in with the tablet in a few days. Sure enough, they had given us an «expired promotion» which they could not honor despite the employee’s mistake, and asked us to return the tablet. Returned the tablet as soon as my schedule allowed (after 5 days of receiving it).
Then appears on my account a $ 36 activation fee, $ 15 data charge, and $ 240 cancellation fee. Called sprint customer care and they said they could only wave the cancellation fee, but not the $ 36 activation fee because we did not return it within 3 days of receiving it, despite the fact that the manager asked me to come back and assured me I would not be charged any of the fees. After going in and out of Sprint for 3 weeks and spending hours on the phone with Sprint, they finally erased the unwarranted charges which occurred because of the employees’ irresponsibility and deception.
Unfortunately, had to go back into sprint to pick up another phone that had been back-​ordered. Was not happy about it, but went in to get the phone. Cassandra helped me that day. Although much nicer than Kevin, she spent time texting behind the counter while I stood there and waited for her to get my phone and set it up. Spent an hour in the store as a result. Needless to say, DO NOT GO TO THIS SPRINT STORE. Do not choose sprint as your wireless carrier, you will deal with more hassle than it’s worth.

This by far is the worst Sprint Store i have ever been to. I see someone also dealt with the «sales person» Kevin. I went into the store as advised by Sprint Customer Service on ⁹⁄₂₅ to get the new iPhone 6s plus. First off their system was really slow and was taking forever to get updated. After about three hours in total was able to get my phone. It seems that i was double charged for the case i had bought for the phone then realized it was $ 79 for an Otterbox Defender Case; I looked on Amazon and found the exact same case for $ 28.
Now this is where things get interesting… I go back to the store a couple of days later and want to return my case which i never got a receipt for. I was told by one of the associates that he could not find my sale and therefore could not take back my case. I saw Kevin working and informed the associate that he was the one that helped me. Kevin remembered me and even remembered selling the case to me. Kevin tried looking up the information but couldn’t find it. Mind you my wife and daughter are waiting in the car thinking this was going to be an easy return. Kevin proceeded to tell me that since he couldn’t find the info, he couldn’t return the product. HE​.SOLD​.IT​.TO​.ME!!! After waiting almost 45 min, by some magic they were able to find the transaction and i got my money back.
This is supposed to be a corporate store and they have no professionalism. This store is 10 min away and i would rather travel to East San Jose then to visit this store again. They have a sign up for now hiring and i would go work at a fast food place before i work at that store. BEWARE OF KEVIN!!!

This sprint should change their closing time because they seem to be closed by 7:00pm on a Saturday.

This is quite possibly the worst Sprint I have ever been to. My review is for two employees in particular and the one experience I had today.
Unfortunately I dropped my G3, cracking the screen, and I don’t have insurance so I gave Sprint a call. The employee didn’t give his name just the company name and location. I told him I dropped my phone and wondered how much repairs would cost, he immediately assumed I had insurance and started going on and on about insurance. I had to cut in to inform him that I didn’t have my phone insured. He told me that he would ‘find out what [my] options are’ and that I ‘would be on hold for a few minutes’.
I was on hold for one hour and five minutes.
After forty minutes I drove down to the store and remained on hold. Three customers with three employees, none of which greeted me or said that they would help me soon or anything of that nature. After being in store (still on hold) for about twenty minutes I was disconnected. I finally took a seat and after another fifteen to twenty minutes someone finally approached me.
The employee asked why I was at the store and I told him because I got tired of being on hold for an hour. He completely ignored the fact that I was on hold for an HOUR and asked again why I was there. I told him I just wanted an estimate on how much it would cost to fix my cracked phone screen and he put me on a list. After another fifteen minutes of waiting I just left.
There were plenty of people in the back, I literally counted three other employees, that could have been techs that I could have asked directly.
I am hoping that the Blossom Hill location will be more helpful and friendly.

THIS REVIEW IS NOT ON THE ENTIRE STORE BUT MERELY ON AN EMPLOYEE WHO «HELPED» me out. Her name is Shalynn (shay-​lynn) and she was very rude. Where to begin…
I enter the store and got greeted by a gentleman and let him know I was meeting someone who already had the appointment set and met her. We then went to Shalynn because we had signed in with her. We let her know that the name we checked in under was no longer on the screen nor had the name ever been called. They were calling a bunch of other names but ours was skipped for some reason and then removed from the screen.
Shaylynn was leaning on the counter as if she was bored and ready to be off work and on her personal cell phone. Then her tone in her voice was very rude when she «couldnt understand why we were in.» [ we were in for a contract pay out– not sure why she was so confused] but because she was, she started to talk as if we were dummies. I do not appreciate that. Then she placed her hand on her computer screen as if to reach for my bill which was in my hand and just waved her hand. I asked her, «um does this (*wave my hand) mean you want this paper? And she said yes. USE YOUR CUSTOMER SERVICE AND USE YOUR WORDS. Then a man approached us and said someone else will take care of us. Cassandra ended up taking us. As we walked away Shaylynn and the man who greeted us started laughing. I walked back and asked her name, which she gave– SHAYLYNN.
Cassandra turned the entire experience around with just her demeanor. She wasnt leaning on her counter, nor was she on her personal phone, she greeted with a smile and had EXCELLENT CUSTOMER SERVICE, something which Shaylynn clearly lacked the moments we spoke with her.
I worked customer service for years and am now a teacher which is very similar to customer service. I serve parents, students and the community. If customer service is something you cant handle-​DO NOT WORK IN THAT FIELD.
Or if you cant control a bad attitude and keep a positive demeanor while at work you Shouldnt work in a customer service department because then you get a bad Unilocal review or store survey review.
THANK YOU CASSANDRA FOR TURNING THE ENTIRE EXPERIENCE AROUND!

After calling sprint about warranty, I made a appointment to have my broken phone repaired for 5:30, arrived for my appointment on time. Put my name in and stated i had an appointment, Waited for a half hour in a store with no customers. After the employee at the front desk finally had enough time to talk to me I handed her my phone she walked to the back with it and came back and said. «We don’t have anyone on here too look at the phone. They have all gone home for the day and we aren’t doing repairs tomorrow (friday)»
I stated that my son was leaving in 4 days for the Air Force. She politely said «you can always upgrade».
That is just poor customer service!
I wish company’s would train staff in customer service.

Buyer beware South Bay. Went in to the Sprint store on Stevens Creek Blvd to replace my broken phone. They not only offered me an upgrade they offered me a
Blue Tooth Speaker (worth $ 200)
Dre Beats
2 car chargers
Phone case
2 Tablets
FOR FREE!!!
I double checked and said for free? He said «For free.» «No hidden charges?» «None.»
He makes me initial on a epad gives me my shit prints up my already (epad) signed contract. I get home. The contract has hidden charges. I call. They say «Nah man its cool!» I say ok guys thanks again. My Bill comes in the mail $ 900 first month. I call. (Im nice) Theres nothing they can do. Call customer service. Customer service says to call the store. I call the store back I ask to speak to a District Supervisor (Dante Haynes) 12 times. They refuse. I demand it. I start threatning Unilocal and lawers. They tell me he’s on Vaca. I look up Unilocal 135 bad revues. Most cases identical to mine. So here I sit with a mini Best Buy in my house and an enourmous phone bill. This is just thae basics of this fuckery not including the manager’s (William) bad attitude and unwillingness to help.

Do not even try to visit this store. I went in there to upgrade my phone as well as my wife’s. I was served by K. N. After 3.5 to 4 hours of going back and forth to the back office and giving me prices on leasing VS buying (I guess this is the same strategy that used car salesman use), he convinced me to lease instead of buying since they have a special on leasing iphones. He also, told us, we would get some accessories for free. He guided us to a section of store and told us which selected items are free by signing the contract that day (case, protective shield). At the end of 3.5 to 4 hours, the last thing they do is; they ask you to put your initial on a key pad and then they will print the document that you have not seen but you have signed and agreed to all their terms. They would put that in a bag with the rest of the boxes as you leave the store.
The surprise comes, when you receive the first bill. We found out, they have charged us for all the so called free accessories (about $ 250) as well as the phones lease amount was 2.5 of what he told us it would be. Of course you receive your first bill about 3 to 4 weeks after signing the contract, which is beyond the 2 weeks window to return and cancel your contract. STAY AWAY FROM THIS STORE.

This store is terrible.
I placed an order online, paid my $ 350 + activation fee, and went into the store at the time I placed my appointment to pick up my phone.
Low and behold, a sprint employee is there to «help» me after about 10 minutes of waiting.
Over the next 2 hours, the sprint employee (K.N.) goes between the back office, and the desk in front of me, checking my current phone’s e-​mail (with the order, invoice, and pick up alert) and «inputting things» into the computer.
He brings out a new S6 edge (phone i ordered), and opens it, telling me he will get me accessories with it as well.
He gets 2 other employees at various times to type «authorization» on his computer, and at the end, tells me that I cannot pick up my order, because I placed it online (even though, there are only 2 options online: ship, and in store pickup)
He then tells me he can’t see my account information because it’s an «online account». One which I set up with my family IN STORE 4+ years ago.
This makes me wonder what he was doing behind the desk and in the back office if he couldn’t access my account information.
He tried to charge me another $ 350 at the end to buy a new phone for some reason before I stopped and said I had already paid for the device.
I left very angry, without ANY PHONE when I needed one, and wasted a big portion of my lunch and afternoon.
Edit: Had to go back in because Customer support told me I couldn’t change my order to be shipped, I would have to cancel it.
Took another hour after I was told a manager would be able to handle my problem. The manager was not able to handle my problem at all and I ended up just cancelling my order, ordering a new phone, and complaining to customer support until I was able to get the same Offer I was supposed to get online.
Wasted another HOUR of my time, and they STILL couldn’t help me.
The crème of this crap was, both employees who «helped» me kept telling me they could would get me accessories and extras with my phone (which they couldn’t even do unless I purchased them myself…) when they couldn’t even help me with the ONE THING I WENT IN FOR. and the retail associate had the nerve to tell me to give them good marks on their survey.
This store sucks. badly.

You will not even begin to believe what these sketchy fools did.
I went to the Sprint store to upgrade my device. After paying for the device and signing my name, they informed me that they were giving away FREE Samsung Tablets. I didn’t want the tablet, didn’t need it… but they said it was FREE, so I took it.
30 days later, I have received my Sprint bill. AND low and behold… there is a $ 240 charge on my account for the Samsung tablet. HA!
I call Sprint customer service and they inform me that I will need to return the tablet to the store and pay $ 240 plus a restocking fee. HHAHAHAHAHAHAHA
Guess who is headed back to Verizon?!

Horrid experience here!!!
First was kept waiting for 2 hours while I observed some ladies who came in after me served first, Yet I waited until my number was called! :(. An iPhone devotee I had already picked out a refurbished iPhone 4s for 150.00 but when I informed Kevin M. that I wanted to purchase said phone he immediately asked me if I would be interested in an «upgrade» to the new iPhone 6 at no cost? I (foolishly) agreed and impatiently waited for him to process my paperwork which I admittedly hastily signed. Kevin cautioned me that my bill would be high the first month then go back down and to sweeten my deal, threw in a JBL flip speaker for free. Sweet deal or so I thought!
I unfortunately lost my job the next month so took a closer look at my Sprint contract and found Sprint’s ugly little «secret» that I was NOT given an iPhone 6 but was leasing it at 21.75/mo for a total after two years of 544.00! What a ripoff!

Hated my experience here so much I made myself a promise to never come back. The place is poorly run, inefficient, and one giant hassle.
Waited for literally an hour only to find out that the phone I wanted wasn’t in stock. How is that possible you ask? Well it took several minutes for someone to actually come to the podium and when they did their attitude was unfriendly and snooty, half an hour of being first in line (for all the good that did for me) someone was finally available to help, more time was wasted because the salesman had to physically walk to the stockroom to check on stock because «the system didn’t show how many we actually have», they pretty much tell me I’m better off going to the Apple store to get the phone I want. I leave the store with a headache, an hour missing from my life, and no phone. I get to the Valley Fair Apple Store and get my phone in a quarter of the time and $ 50 cheaper! What.The.Hell.Sprint Store?
tl;dr Outdated operations, sloppily run, understaffed, and over priced. Never coming back.

By far the worst customer service I have ever received! If you want to be ignored, made felt belittled, and want your time wasted, then by all means come to this Sprint store. I used to enjoy coming here for phone service, a few years back when Kim was still working here. She was the friendliest Sprint employee at this location.
Came in on a Monday in the evening and received the worst treatment by Kevin. Not only did he not address my issue, but he went inside of the employee’s only room and LEFT ME WAITING OUTSIDE FOR THIRTY MINUTES. When he finally emerged, he actually went to ANOTHER customer, and then went back inside the room!
This is the treatment that makes me detest going to Sprint stores.

I unfortunately had to come here because my phone broke big mistake. First I went to the Sprint store in Sunnyvale but they did not have any SIM cards for the IPhone 5s so they called this store to have them hold one and replace the faulty one in my phone. I walked in and I’m greeted and told the person my name and he knew I had been sent over there and I was told it’s busy and going to be a while so my name will be put on the list.
Wait a minute a call was placed 10 – 15 minutes prior to me coming so I should’ve already been on the list. I told the sales rep this and he spoke with a technician and I was told they would get to me as soon as possible. Well as soon as possible turned into an hour and a half, I was just livid! They were extremely unorganized here and they most certainly didn’t call names on the list in order which I found to be very upsetting.
The customer service was not at all up to par and it would have been nice for someone to tell me it would be that long, they never quoted me a time but quoted someone who came after me it would be a 20 minute wait smh.
Finally they called me and I was helped by the store manager, not sure of his name but he indeed was very helpful and fixed my phone and I am thankful for that but honestly spending 2 hours in here just to have the SIM card changed is quite ridiculous. If my phone ever does this again while I’m in San Jose, I will just wait it out until I get to Fremont because I’ve never waited that long over there.