T-Mobile

I came here to upgrade my phone, and called ahead to see if it was in stock. They gave me the ok, so I came over and Alejandra helped me get everything set up. She was friendly, efficient, and pleasant to talk to. I was really worried when that we would run into problems, but it was so smooth and easy.

Terrible people. Avoid at all costs. The manager is so rude that it is totally incomprehensible how Tmobile will choose such people. I went there with my phone which refused to boot. And she said it had to be hard reset before she can send me a warranty replacement. So I lost all my crucial data and still the phone did not boot. How pathetic these sales people at Tmo are, the guy kept trying to sell me the upgrade. How evil… Just fulfill their agenda in life and to hell with you… just like most sales people… Sad, sad. very sad thing indeed. I wonder if these people have any conscience, I know they have their quotas, but how do you claim to be a human if yo do not have a conscience!

The «greeter» here made me feel sub-​human, I have never felt more ignored in my life, literally in the middle of asking him a question, he walked away from me and not only started talking to someone else, but was rude to me when I repeated my question.
Come here if you want to have your humanity insulted, this place will suck out your soul and tell you it was all your fault to begin with. Worst customer experience of my life, literally, no exaggeration.

I went into this location to activate my phone i switched over from being a Verizon customer and decided to try t-​mobile since Verizon had changed Thier data plans. I was given great customer service by a young man named Sean .he was really helpful and really nice even offered to set up my new phone me .All employees in the store were very friendly. Great customer service.

There was two time when I had to go to a t-​mobile store, first time was when I needed to buy a SIM card and second time was today, because my supposedly high speed pre-​paid plan is super slow. I walked up to this super unfriendly female employee who said she knew everything about iPhone (I have unlocked iPhone 6 by the way) and said I should update iOS software on my phone, she probably wanted to get rid of me cause iOS update takes forever. I went to nearby Starbucks and update iOS software on my phone since their wifi wouldn’t work which is really frustrating. Anyways, I did what I was told to do and walked back into the t-​mobile store and wasn’t acknowledged by anyone for like 10 mins, until a male employee named Danny offered his help and truly tried to help me, even replaced my old SIM card with a new one, made some suggestions to improve speed (so thank you) but said that he does not know for sure what the problem was. After wasting about two hours of my time at this store and nearby Starbucks My Supposedly fast LTE internet is still super slow. I’ve been t mobile costumer for 4 and a half years, Now I’m thinking of switching to other carriers because I feel like they don’t appreciate my business.

Consumers beware. T-​mobile will attempt to upsell you into a higher plan by stating that you will receive a credit. Be firm with that plan that you want.
My father just recently died and I had to move my line off of his AT&T family plan to T-​mobile. I wanted the most basic plan-​50/​month. However, the agent who served me insisted that i sign up for the 65/​month plan, stating that he would credit me the difference if i decided to not opt in to the 65-​moth plan. I told him i wanted the 50/​month. however, he forced me to sign up for the 65/​month. he truly gave me no other option. I was in a state of grief and not in a position to assert myself. i just received by bill and i do not see the credit for the 65/​month. as you can imagine, i am trying to keep expenses very low and focus on handling my dad’s affairs. now this issue is a huge distraction. i called him at the store very frustrated, he directed me to come in. after getting extremely aggravated stating that i work and have a lot going on, he said he would fix the issue. i have received no follow up since and no updated bill.
To summarize, I was clear and firm with what I wanted. He is forcing the upsell on me and creating a lot of work. I did not want him to call me to offer me the option for a higher-​data plan (why would i need that with unlimited data???)
I am going to continue to escalate this issue until I receive a revised bill and some sort of acknowledgement from T-​mobile that what the agent did was COMPLETELY OUT OF LINE.

Went in to buy new phone, like most people do when they go to a cell phone store, 1 hour and 20 min wait for anyone to even help me… Absolutely ridiculous maybe if your employee wasn’t outside in the parking lot vapping near my car in his T-​Mobile uniform the wait time might be a little less. Won’t be back.

Best place ever! They can really fix what others can’t.

Shysters! Will say anything to get your money!
1. Told I would get a substantial discount for working at a major tech firm, but never got it.
2. Told that paperwork I was signing that looked wrong was «in transition because we always have new plans coming out — so don’t worry about it» — regretted that later.
3. Told my bill would be $ 75 for month; it ended up being $ 135. Finally reached a competent employee at corporate who dropped it to $ 105. Really not saving over my old Verizon family plan.
4. Charged $ 35 for simple protective phone skins I saw later on Amazon for less than $ 10.
5. Told I would get a $ 200 phone rebate for buying an extra line but they later denied all knowledge.
6. Had to wait weeks to get the last phone that I ordered.
Stay far, far away!

Very pleased with this particular T-​mobile store! I have been having issues with T-​mobile for the past few months. They created a duplicate account without me knowing, and it was creating a lot of issues! I couldn’t use jump to upgrade my phone, and I had a past due amount that wasn’t supposed to be billed. I called 611 five times, each time at least on the phone for half an hour. I’ve also been in the other T-​mobile locations four times, each time 1+ hour in the store! They keep telling me they can’t fix their OWN problem that they created. But I walked into the Sunnyvale location, and they helped me fix the problem the first time I walked in! I was on the verge of cancelling my account, but left more than happy! I wish I went in this store in the first place. Apparently they are an official T-​mobile store and work directly under T-​mobile, unlike some other locations.
I’m giving all five stars, because while I was waiting I noticed that every customer that walks in gets greeted immediately, despite how busy it was. The overall mood of the employees are above average. The associate that helped me was extremely patient.

Pleased… Always
I have always been pleased with this location… Amazingly this is why I miss Sunnyvale, maybe it’s because people know me around her I don’t know but this ones customer service is top notch

ZERO STARS !!! I actually opened a Unilocal account just because of how bad T Mobile is. These people are total crooks. they need to do an investigative report on this company and their crooked lying employees. I’m contacting the Better Business Bureau, Consumer Affairs and the local news investigative reporting team on this store and their actions. They moved frantically and made things confusing by having multiple people involved, this is part of their scheme. They play a bamboozling game and lie and cheat you out of money!!! Scammers!!!
Here so the list of things they have done to me and other customers.
1) forced a «free» tablet on me and insisted that it would cost me nothing… they are charging me a fortune for the use of the stylus that comes with it. And when I said I would return it they said they would charge me full price and they would keep the devise… um excuse me?
2) they are charging me a monthly fee for the clear protective covers on all of my devises even though I did not ask for them nor wanted them. They placed them on my devises without me seeing and then charged me without me knowing about it.
3) They continue the charge for items that have already been paid for in-​store.
4) They cancel your employee discount without notice and nowhere at anytime did they tell me it has to be renewed every few months.
5) lept my old phone and never put the cost of it towards any of my bill.
6) They promised me that they knew what they were doing and were going to transfer all of my contacts and photos to my new phone but instead lost all of my contacts, texts, voicemails and deleted all of my phones including all of my recent vacation photos that were not backed up yet. When I warned them that the photos were backed up they said «don’t worry we know what we are doing, nothing will be lost».
These people are crooks and they are not getting any more money from me. i suggest that anyone else who has had issues with them join together to stop this terrible thing this company does.

Absolutely a prime example of terrible customer service, cooperate greed and the farthing trend of dishonest and bullying sales tactics. I truly question anyone giving positive reviews to T Mobile. I believe these positive reviewers are linked to the store some how. So what does this store do and what cooperate probably tells them to do?
— They come at you all friendly as usual and over do the «I’m your friend» act.
–They push you to the most expensive devise which is what you’d expect but when you tell them what you are looking to get out of a devise they still lead you to the hot popular and pricy items.
— Once you they pick a phone for you, all of a sudden 2 or 3 employees are «helping» out of nowhere and while they are playing with the computer wasting time and saying things like, «oh this computer is acting up, being slow, oh I have to redo this all over again; whats really going on is the extra people are hand picking accessories and placing grossly overpriced screen protectors on your phone without telling you they are doing it but they sure as hell charge you for it all. SCAMS, LIES AND DECEIT !!!
So the phone I got was a Galaxy note 4 and the camera is busted and doesn’t work. I have called so many times about it and they insist that the sales person who sold it to me has to take care of me but I can never find her or she never seems to be at work. So if she quit I’d never get it resolved??? So the camera issue is a factory defect and the manger over the phone acknowledged that he was aware of it. So I have had it for about 6 moths and my camera doesn’t work and it seems that they will never tend to it. They lie lie lie and force items into your bill whether you want it or not. And they don’t tell you that anything you buy, they not only over charge but they continue to charge you for the entire year. Cheats cheats cheats!!!
At what point do a collection of people take a collective action against these thieves?

One name. Fermen! He took care of my frustrating issue because it was not explained at another store. I always come here even though I don’t live in the area, AND the wait is never ridiculous like at other places. Grateful customer!

Waitlist-​monians with problematic attitudes and sales skills
I came in to buy just a SIM card adaptor. They have those on the shelf. However they locked them on the shelf, so I asked one personnel to help. She asked me to wait for a moment.
I waited for 7 minutes, no body came to help. I then asked two more personnels. The last staff I asked told me that I should sign up with the guy at the front door and be waiting for call of my name. I said it is just a lock for something on the shelf already, and he replied:” I’ll help if you ask all customers came here before you. If they agree that I should open the lock for you now, then I will do it for you.“
I then referred to the second guy I asked, who is actually the guy signing people up. When I asked him to open the lock a couple minutes before, he said he will open it for me. But this time, he asked me to sign up and wait. I said it is just a lock, he said «I am not arguing with you. If you put an attitude on me I can just refuse to sign you up and in order to have me open the lock for you you need to sign up, what is your name? «
OK, I told him my name, and he said «It will be 30 minutes OK?». I soundly replied «That is not OK! Thank you very much!» And I walked out of the store. I then drove to another place for 10 minutes and got my SIM card adaptor right away.
Although a SIM card adaptor is so small, only sells for an over-​priced 10 dollars, what can be against the store’s benefit to just spend 1~2 minutes, open the lock and rob me 10 bucks right away?
They are simply waitlist-​monians with problematic attitudes and sales skills.

I am no happy with this place and they way things were handled with my process of being transferred from sprint!
First of all when I got my phone the guy working there told me to not worry any more about my early termination fee over at sprint! That they were going to Handel it and that I would never have to hear from them again!
But u fortunately roughly about 2 – 3 months after I was with Tmobile, I get a cl from sprint telling me that if I don’t pay my early termination fee, they will be going to send me over to collections! And so I’m all confused as to why if Tmobile told me not to worry about it!
So I end up going back to Tmobile and they have me fill out a for to get the refund in the mail that is supposed to take up to 8 weeks for me to get!
After 10 weeks have passed I get nothing and I end up calling Tmobile, and they tell me that I was supposed to file my from within a certain amount of time and that I had exceeded that time and so they will not be refunding me the money!
Witch I think it’s unfair because if they’re employe would have given me the correct information on how to handle the early termination thing I would have had to wait 4 – 5 months to file in my refund application!
I’m not pleased with them and I’m considering leaving their network!!!

Shady characters here. I got great service from Gigi, she goes above and beyond for her customers. We wanted to thank her so we went and bought her a coffee and gift card. When we came back we found out she wasn’t feeling well and was in the back. We waited for her for a bit but finally decided to ask her coworker, Ferman, to pass along the coffee and gift card. She got the coffee but the gift card was never given to her. Very disappointed that she did not receive the token of appreciation we gave her.

Avoid like the plague. Derick is the worst sales representative I’ve seen, snappy for no reason and ready to fight, I love T-​Mobile but hate this store, never going back.
Took the trouble of lodging a complaint with T-​Mobile about him.

All the associates in this store are so rude and they don’t provide customer friendly service, I never want to go to this store again, I rather go 20 mile away than going to this store near to my house.
Worst service. No starts they are not professional, Terribly slow, they are racists.

Best tmobile location in the south bay. Camille, Derick and Byoung helped me with my problem and provided excellent customer service. They were friendly and went above and beyond their duty to ensure my father would receive his new phone asap. The phone is now on the way with expedited shipping and I am glad I went to this location.
I will be returning in the future and hope you do as well.