T-Mobile

I want to thank Jose Gonzales for all his help with my new Samsung phone, and for transferring us out of our old Sprint account. Jose is patient and helpful with all my questions.
If you want really great mobile phone customer support, I encourage you to ask for Jose at the Cottle Road T-​Mobile store.

My 5 star go to Cassidy.

Why does this place have bad reviews??? I work across the street from this location and go in pretty often when i have a question or need help. My dad and boyfriend have had troubles with their phones before and I always recommend them this place. The ONLY thing that i have negatively experienced that wasn’t awesome at this location is the wait times. It depends on when you come in, though. If you want the fastest service, obviously don’t come in during busy times. I don’t remember all of the employee names, but out of the 3 people who have helped me in the store i have never had a bad experience. They tell me my options about new plans, answer any questions i have, give me their opinions, and basically genuinely seem like the want me to have an awesome phone.
TL;DR I literally exclusively go to this Tmobile location because the employees and service is great.

Transferred from a different phone service to T-​Mobile and everything went well while cutting our phone bill by over half the cost. Got an upgrade and exceptional customer service that went above and beyond even with the minor technical difficulties that we faced because of the phone’s operating system at the time. Special s/​o to Vincent DeLaPeña for the major hookups.

This was by far the worst customer experience I have ever encountered. We purchased phones from here and we’re told that we would have amazing, perfect service in Morgan hill (which we did not. Service was so slow and non existent we couldn’t even get the speed test to run). We traded in our phones to get the promo discount for a iPhone.
After a week of awful reception and service we decided to return the phones and cancel service. T-​Mobile says there is a 14 day return policy. We went in and told them we wanted to cancel service. When I inquired about if we would get a credit back for our traded in phones, the clerk said we would not. I asked to talk to a manager and some kid came out. Told me that the trade in went towards the monthly promotion of the phone. Totally understand that but I’m returning the phone and you are telling me you basically get to keep 250 $ of old phones I turned in just because? This is crooked. I asked to talk to a manager above him because he couldn’t comprehend why this didn’t make sense and that they would be keeping the phones and not giving a credit. He called someone who supposedly was his manager and refused to let us talk to this person. Said he could only give us an email address. SERIOUSLY? You can’t give me any way to talk to this person other than email. He then was rude and yelling at us. I yelled back and this is the first time I ever have yelled at a store employee. I went outside and called corporate and demanded to talk to a manager there. Fortunately the corporate manager was nice and agreed that what this store was doing was crooked. She wanted the name of the employee and when I went back in the store to get the name, the corporate manager could hear the employee in the background talking rudely to my husband, denying him the chance to talk to a manager. The corporate manager asked to talk to the employee, who proceeded to lie and say he was trying to contact the manager. Sorry dude, jokes on you. The corporate manager told me she heard everything and that she was going to be filing a formal complaint against this employee for the way he was treating customers.
Corporate wound up giving us a credit back for our traded in phones and that was awesome. I completed the return which must have taken 30 minutes for the supposed store manager to complete because he had no idea what was doing.
Worst experience ever. I will not be returning to this store or T-​Mobile for any reason ever again. I also am calling customer service again to ensure that this employee will be written up for the lack of customer service that he provided and perhaps needs to be trained better if he is going to be a store manager and the district/​regional manager above him needs to make himself more available as well.

So the camera on my phone had been broken for months now and I figured it was time to get a new one. I walked in and was helped by a very fun and charming individual named Kevin. I’d go so far as to say this very awesome man made the whole experience a very good time. Confused by why people on here are so negative about the service provided here but maybe they just haven’t met Kevin.
All in all, a great experience. ¹⁰⁄₁₀ would do again.

Super slow service, unmotivated, and inexperienced. Twice I was ready to get a new phone but twice they couldn’t make me feel as if my decision was the best I could make… Be a salesman. Sell it to me! And of course by the time I made the transaction their system went down. It was the universe telling me to get out and head over to the Oakridge location. And the wait, omg it’s snail pace.

If I could give them zero stars I would. Looks like I’m not the only person who was lied to at this store. The staff here do not know what they were speaking upon and they cheated me out of a deal they were offering .
I ended up going to another t-​mobile store.

Went in because my phone kept turning off. I thought the representative was being very helpful when she looked up a place that serviced my kind of phone. She said there were two. I thought Gilroy was the better bet since traffic in Sunnyvale was probably worse. She even printed directions for me. I thanked her and went directly there — the address was a private residence! When I got home I Googled cell phone repair in Gilroy. That address did not come up at all! What a waste of an hour. Was she just having a bad day?
The next day I took it back and had to wait about twenty minutes before I was even acknowledged. I asked a few questions about a new phone and then the employee went on to help others. They let me use their phone to call home to ask about the family plan we had. I stood in line and another employee helped a new person who had entered the store. Finally, Jose helped me. He was professional and was able to download my contacts after six tries. (My old phone kept shutting off.) He even offered me water since I had been in the store for almost two hours. After almost three hours, I had a new phone. Either this store needs more knowledgeable and efficient employees or they should have a ‘take a number’ machine.

I’ve gone to many tmobile a and there’s one down my house but I rather drive all the way out to bottle to go to that tmobile because they help us out and give us they’re honesty and its not always busy every time I go. The staff is very friendly and attentive and willing to help and never give us wrong information. Thanks guys

I wanted to really give this store props because they’re always really slammed but they will still try and help you. If you need to help or get some phone lines, you should ask for Morgan or AJ because they really know how to help you and deliver great customer service. Thanks for making the process as seamless as possible!

I’m seeing all these reviews under me and I’m a little confused cause I came here last week wanting to know what tablets they offered & this was by far the best service I’ve had from a store. They didn’t have the ones I actually wanted in stock And I couldn’t have them shipped out to me I needed them asap. AJ and manager Tanya called a couple stores to see what they can do and boom! Went out of their way to get me them all the way from a store in San Francisco. They brought out accessories that went with the tablets which I thought was cool since you can actually put those on your plan and that, I never knew about. Their service was amazing. I’m for sure coming back here to see them!
:))

They are lying aholes. My husband bought an iPhone 6 plus there, the sales lady told him that if he bought$ 80 worth of accessories that he will end up only having to pay taxes and the accessories will be free, it’s a new promotion they have for people buying iPhone 6. Well, they lied. They added the cost of the accessories to our finance balance (we are financing the phone) we tried to return the merchandise once we realized what they had done and they refused.
Before we went to return this stuff, we tried to return it at the Oakridge mall store. They couldn’t return it because we had to go to the store we purchased the phone from. The interesting part was that the sales lady there said that they have received numerous complaints from customers from the Cottle rd store, customers being tricked into buying things they don’t need/​want, basically being scammed.

Why do I have all these extra features I didn’t ask for on my bill? STAY AWAY! Go to the corporate store in the Oakridge mall instead.

Morgan has to learn a better service. I would understand if the store busy but it was empty, still she rather not taking care of us. She told us to call T-​Mobile number for our service request, which she easily can do for us when we were in store. She, then, rather said «it would b easier to just call the number.» Why would I come to the store if I prefer calling? Get a clue!

The employees here lied and added services that I did not want. I love T-​Mobile, but this store really disappointed me. If you do business here, make sure you login online to make sure that they didn’t add anything to your account like JUMP.
I had a much better experience at the T-​Mobile store in the Oakridge Mall.

Once again best service from this brance. Came in because I lost one of my phone in a restaurant grrrr. Walk in and seen Tonia she also had a great plecent smile and was very welcoming witch was well needed today because i was beyond stressed out. I want to say she’s the manager and if not she should be. But she was more then kind and very helpful. She turned off my service to my lost phone and gave me all the info to get a new insurance phone thank you Jesus. I she made my visit fast and actually fun crazy to say lol. I didn’t want to leave so fast I wish they moved like snails because they have such a great time there. The environment is so welcoming. I love how this store is being kept up and ran. If I can give more then 5 stars for this young lady trust me I would. She’s a beautiful person. Thank you T-​Mobile and Tonia for an outstanding job. You guys should get a award Bravo.

Morgan is amazing!!! She’s the reason why we have our amazing phones and amazing service. Because of her I walked out of that store that night so happy. she gladly answered all my questions. She kept a conversation going and wasn’t boring nor rude through out the whole process. Chopping it up with her while taking care of our line flew by. I love that. Cracking smiles and jokes. Totally amazing. She should get employee of the month for how such an amazing young women she is. She rocks!!! Get it Morgan

This is not a corporate store, this is an authorized dealer store. They did not give me the great service and products that I’ve always gotten from T-​Mobile in the past. I had been given the run around from this place three times by this store.
First, I was told they had already received stock on a new phone that wasn’t preorderable but if i came right at 10:00am I would be likely to get it. I made time away from my job just so i could pick this up. Needless to say, I was pretty upset when I came in only to be told that they haven’t received any of the phones yet and that I should check back later.
Then I came in to make a return for a unopened accessory I brought for my new phone at the corporate store with my receipt. It took the employee 20 minutes to make the return and once she did, she told me that she couldn’t print me a receipt for the return. She assured me it would be fine and I would see it on my card in 7 — 10 business days. Super sketchy. After 7 days I called in to ask about why I hadn’t received a refund. I was told to keep waiting for the full 10 days and it would happen.
Finally on the 12^th day without the credit showing up I went back to the store ensure i got my refund. I waited another 15 minutes until a manager finally stepped in. She finally was able to at lease credit my T-​Mobile account for the return. The accessory was $ 17.00. She credited me $ 20. Which I appreciated but her staff had already ruined any further business with me here.
All in all, this is worst service I’ve gotten in a long time. If you need something for T-​Mobile, go to the corporate store, not here.

They were so not excited to answer my question. Told me to call the toll number vs helping me at the store. It’s obvious I came in talk to someone.