I rarely have a 5 star experience, but today definitively was one of those rare occasions! Now Im a loyal customer for many years, and enjoy Tmobile, but I dont usually get this kind of treatment anywhere. What made today extra special was the very detailed explanation Samir had for my girlfriend and I regarding our plan upgrade and promos. His thorough explanation was absolutely outstanding, answered all of our questions in a timely manner, and made my experience really great with his knowledge and kindness. Would definitively come to this store for future visits!

Excellent service, the team helped me answering alm my questions and got my new line activated in a few minutes without any issues.

Great people and they were very accomodating

My 2nd 5 star Review of the store I needed to go in to correct a headquarters processing had messed up and I was unable to rectify by myself manager Tyler was more than accommodating as I was frustrated willing to except the corporate template answer that he had to get initially he was ultra patient and calm and displayed all of the excellent skills a good manager while simultaneously assisting multiple other employees and multiple other customers ensuring that everybody at least knThey were being waited on or somebody was going to soon.....thank you Tyler, keep up great work

Went there to check on ear buds, I have the Samsung Ear Buds Plus purchased Oct 2020 and right bud doesnt hold a charge very long since November. Then left bud wouldnt charge at all for 2 days. Finally sent them in for warranty repair (pretty easy process) now waiting to get them back.I use them daily for work so am dependent on them. I was gonna get regular Ear Buds, but really didnt want to spend $80 so decided to just get an adapter and use my older wired buds. The adapter has dual port so I can simultaneously listen and charge the cell. This is the good solution for me for $32.The T-Mobile rep, Eddie, was fast efficient, answered my questions easily. Easy, no waiting Sat morning.

Crowded so they gave me an appointment, which they kept! Didnt fix my problem but they did everything they could. This branch is way better than the authorized reseller near me, but my favorite is still the branch in Westfield Mall. When its open.

4 hours with customer service = 5 minutes at the store. Nicolas was awesome and solved an eSIM to eSIM transfer issue that stumped customer service and tech support for hours

The store is generally nice and the staff are helpful. Id visited to start a new plan with 3 lines. It was a fairly straightforward process, but too a while to get it done. One of the staff who helped me didnt give very clear instructions, which caused a bit of a time waste, but the rest of the staff were helpful and have more detailed explanations.The process overall was fairly fast, and smooth without too much waiting.

Experience was good and the store opens at 10:30 am instead of 11:00 am.Agents are expert and knowledgeable.

Always a wait yet GREAT service...love TMOBILE great rate plans ❤

People please dont buy t-mobile now is a bad desicion

This was a good store to go to if you are looking to purchase a new phone as they have a good inventory of phones. I went to a couple of other stores and this was the only store that had the iPhone I was looking for. The staff here were also very personable and I was in and out of the store in about 30 minutes!! Pretty good place for service so I would certainly recommend making a visit to this store!!

The service is the worst. Customer reps always bother about the closing time and they dony have clarity about the plans or the devices. We have went to trade in our device, He has checked the device for literally 10 mins and we felt bit insulted.

Great service but due to covid u have to wait outside and its getting colder now... would be nice to have outside heat lamps

Buyer beware: T-Mobile charges restock fees proportional to the cost of the device; which you only see after they print the receipt. Alex was extremely unhelpful in disclosing this information before my purchase; making it seem as though I could try out the iPad and return it with a FULL refund if my disability restricted me from using it. Shady business.

They were able to help me and make up for tmobiles mishap. Took off one star for the company and other companies clearly partnering in censorship. It only took a phone upgrade to google Californian issues and notics the information/view points are silenced. Unbelievable

I had to wait an hour for them to attend to me, a person was attending for an hour knowing that there were more waiting

Unfortunately I was disappointed. I went in the store to purchase a new phone, expecting to paying approximately $600. 00 plus tax was told even though I have been a customer for almost 20 years, I needed to pay an additional $20.00 to upgrade my phone. Huh?? Im being charged to purchase a newer phone from T-Mobile?! It seems over the years Im being charged more additional fees for less customer assistance. Why? My current bill, was an additional $6.00, to speak to a representative takes forever and additional charges for that too! I will hold off at this point on purchasing a new phone from T-Mobile.

The products are the same everywhere, So each store is represented by the service they give after all their products are commission based. Its unfortunate that as a team they fail to live up to great standards. There are good ways and there are bad ways to send out a message. At this particular location they definitely struggle treating customers as people. And with all this it starts with management, as sales reps are the product of how managent runs the store. They fail in respecting people and they fail in customer service skills. I will say this there was a team member that was kind enough to listen to the customer needs, and he was respectful and cutious to our needs. I wish I would have gotten his name because he really deserves to be a manager, he was working Saturday June 20th 2020 at approximately 7pm and also of Asian / oriental decent. The rest of the team beginning with Mirna Cruz show apparently is a store manager have created a very Good reputation of pushing away good says. All I can say is thank you to the Asian guy who helped us you represent the company very well and should be one to hold a higher position.and everyone else should take time to learn from him beginning with Mirna and the other 2 guys shaming customers infront of other customers for medical disabilities. Thanks because I will not return to this store.

Still a long wait (one hour) after an appointment. Which defeats the purpose of appointment.

It has been a couple of months since I upgraded to my Note 8 at this location and the help I received from Mayra was excellent. She made the transition easy. The service at this location has location has always been great.

Im a bit confused why such a low overall rating compared to other T-Mobile stores in the south bay. My experience was top notch and both Charles & Carlos helped out tremendously as I transitioned 4 lines over from Sprint to T-Mobile (even though 2 of those lines were technically opened through T-Mobiles website before I came into store). Charles made it extremely clear what the cost structure was for the T-Mobile ONE plan and all of its features. Having competitive, clear and concise cost structures is so refreshing compared to the cellular carrier I was with for 6 years prior. At the time, T-Mobile was offering BOGO deals on the iPhone X, iPhone 8 Plus, and Samsung Galaxy S8. Carlos helped make the submission process really smooth, and when I had to swap out an iPhone X for a new one a couple weeks after I started my plan (no fault to T-Mobile but rather just getting a defective Apple iPhone), Carlos redid the redemption paperwork with the rebate department to ensure that I still qualified for the $700 debit card. He shot me a txt message the next day confirming that it was completed successfully! What amazing customer service. I had to come into store on numerous occasions, and there were always a few people around to help so it was never a long wait. Looking forward to being a long time T-Mobile customer.

First spend 1hr trying to get to customer care on the phone and they asked to get to the store. Then spend 2 hrs in store and still achieve nothing in phone plans together

Staffs are knowledgeable and provide good customer service

I have had one of the worst customer experience. They make you wait both at Customer contact number and at store. Trust me, go with a book, or a movie. You might just finish it before you walk out. But your issue wont be resolved. What more, most of the time their staff is not present. Then why open store if you cant serve them.I walked in with one customer wanting to buy a phone. They took an hour and the guy just stood with him. You cant just keep talking to one customer forever just coz they came first. Hopefuly hopefully they will read this review and understand that getting more customers is not the only the only way to make money. Serve them well.

Ive had great service here till today. I called to get information on a phone tthat I had to pick up. This morning I called but the man that answered my phone could not give any info.. I asked him to log my phone number in to find out the status on the phone. He got this serious attitude with and told me he doesnt like customers telling him what to do. And hung up on me.. iv been calling and its seems like they are just playing games with me and giving me the run around. Im very unhappy. Because all I want is my phone.. it is their job..

I had to wait for 30 minutes to pay my bill. And easily would spend an hour if keep being patient about this. Nobody cares about clients time in this store. Just walking around their tables pretending they are busy. The worst service ever.

At first I was really happy with this store. The people that were running it back then were nice and fixed the problem with the Note 7 disaster for me.On Wednesday we went to the store to warranty exchange the defective Samsung S7 Edge I had bought as a replacement for the Note 7. First store employee (girl, didnt catch her name) was rude right from the beginning. Her manager, Ron, was not much better, but at least agreed to initiate an exchange. He told us repeatedly the phone was going to be overnighted and that it would be there Friday. He charged us an overnight fee of $20. I got a confirmation and we waited until today (Friday).As I did not get a message, I called in. Manager Mark was even worse than Ron and told us Ron must have misspoken, it takes 7-10 business days to get a replacement and they charge the $20 to all customers who do not have insurance.He repeatedly sneered at me for not having insurance and being charged because I dont have insurance. This was a warranty exchange, not an insurance claim.I like T-Mobile service and features, but this store has nosedived so bad its not funny.

DONT GO HERE. I got my phone in STL over the holidays and went in to the location in the City on Market for help, only problem they didnt have the screen protector I had to test and make sure it was really a hardware issue. They offered to order one but as it was my last day in the city I said I would rather just go into a location near my home in Sunnyvale. Big mistake! This location on El Camino was a nightmare from the start! Whereas the customer service in the city was top notch the Manager and Nico had no idea what I was talking about with my hardware lag issue. They finally agreed to replace my phone and had the screen protector. when Nico went to put it on I asked that he use the alcohol pad and clean it, since I noticed he had not opened the packet and was about to put my screen protector on without cleaning it! He looked directly at me and slid it on. His manager came over and he threw a hissy fit about how he didnt do anything wrong and did I see anything wrong with it? I said the issue was that I explicitly asked you to clean it and you just disregarded my request! The guys at the location in St. Louis did it as well as the team in the City were ready to clean it and why couldnt you? and he never apologized. His manager made him go to the back and take a moment while he explained to me I could get a new one and put it on myself as they certainly werent going to do it since I was so unhappy with their process. They could return the funds to me, or I could keep it. I figured I would leave and try my luck at another store. HORRIBLE. I have reported the worker and location with the company.

The wait time is easily more than 30 minutes. The last time I went there, I was told their system is down and I had to go to another T-Mobile shop... There is a new T-Mobile shop in Mountain View near Ranch 99. Go there and save you some time.

I went in today to change my address and Aaron informed me on changing to a business account. I appreciate the info and it will save me money. Thanks a lot.

Great sales support. Straightforward interaction. Priceless! Good family data plans.

Charles was real helpful and patient to help me with TMos promo department over the phone. I had to leave the store before the department can resolve it, but Charles followed up few days a later to keep me updated. That is great service. If youre reading this, Tmo, hes a great asset to your business.

This TMobile store has very amiable staff. Every single staff member is knowledgeable and tackles customer questions/concerns without breaking a sweat. Keep on rocking T-Mobile !!!

They are so slow! Waited over an hour just to pay my bill. I will never come back again.

Seemed like there were enough staff, someone said they would deal with me next, got bored waiting and left.The Sprint store was a lot better.PS: Just posting this to back up the other comment.

Charles was very friendly and professional and did his best to help us to switch to T Mobile

WORST STORE ASSOCIATES !!!. My friend bought a family plan at Great mall and added me in that. I went to this store to pick up a sim and they initially refused and asked to go to great mall. Then they asked me to pay 15$ activation which wasnt taken from other guys who picked their sim at their stores. They made me wait until i paid extra 15$ and reacted as if i am not gonna make monthly payments to t-mobile and only this 15$ matters to them. So arrogant and RUDE customer representatives .

One of the better Tmobiles I have been to. Unfortunately Tmobile doesnt allow their reps to do much. The last 3 times I have been there I was told I could accomplish my tasks at home, over the phone, or online. Not sure what the office is for if the employees are not allowed to do anything....

Good..service.thanks

I stopped by to get a new phone. Since the very beginning I had troubles with the sales woman, she had a very bad attitude as if she knows much more than the clients, i guess having a job that consists in switching sim cards makes her an expert in technology. Also be aware that she is a very good liar, I didnt want the unlimited plan and she keep lying saying that they could not sell me the plan i want only one more expensive, I show her that she was lying but she did not care she keep lying in my face even knowing that i was aware of that.. In general this place is horrible will avoid not just this location but the whole company after this experience...

They sold us something we didnt want : We wanted 2 lines on a family plan, and we told them that we didnt want additional data plans for either of these lines. Despite this, they sold us the 3GB data pack, which is an additional $20 on us now. We asked them to remove it, but he said he couldnt do it, and we could only remove it from the second month. On the T mobile site, I see that this pack is _purely_ optional. I guess I should have pressed this matter harder with the salesperson.Very greedy & unprofessional !

While the wait is typically long, once you talk to them, they are willing to take the time you need to get everything done.

Takes forever to get anything done in this store. The staff are helpful and generally knowledgeable but there arent enough of them

Great experience. Very knowledgeable, and helpful!

Very unprofessional and made tons of mistakes. I asked to be the primary line, and they said they did. Turned out he didnt change and I had to call customer service again. The rate and price they thold are also wrong. I have to check the webpage myself and call customer service

Shopped three times here, all to add lines to family plan. Was able to do it for the first two times, but not able to do it last time. Very Inconsist policies. Asked the manager Derek and he insists.Went to the one in Santa Clara and get it done. How tmobile turn down new customer?

Great visit they are always helpful at this store.

These guys are awesome!! they are super nice and KNOW WHAT THEY ARE DOING.. they also installed a screen protector on my HTC ONE m8 FOR FREE... THEN I WENT BACK FOR MORE HELP AND THEY SOLVED THE PROBLEM LITERALY IN 2 MINS if not less

Amazing staff! Thumbs up for Charles, who works there and was of great help.

We lost a phone and guy here was able to get us the replacement sim pretty quickly. Even though they were kind of crowded.

Recently remodelingReally nice people. ..Thnx for your help. .

Excellent service by Arnoldo Arreola today during migration of my prepaid plan to postpaid.

Visited the store for buying 2 prepaid connection for my friends. While waiting for our turn, I kept my mobile for charging. Within a minute mobile disappeared. When asked for CCTV footage for tracing, they refused. Most likely I am punished because I used their USB cable without asking. Worst experience in T-mobile store.

Great friendly staff! Reasonable wait times.

We wanted transfer lines from friends plan to my plan . they could do nothing but put a note on our accounts. just let us call 611 by ourself.

This T-mobile store, like all the others, is a typical example of mall kiosk sales associates and tactics placed inside of a retail store. They are pushy, overly friendly to get you in, sly in forcing and sneaking in products you dont need, dont want and not only didnt ask for but never knew you just paid for. Underhanded behavior really. The best which has not only happened to me but Ive found it has happened to many others is when they grab your old phone and try to transfer data and they end up erasing all of your photos and info and when it happens they sure act like it isnt a big deal.. No regard or care at all. they sold me a bran new Samsung Galaxy Note 4 that had a broken camera and instead of just replacing it with a new one, they gave the BS about well, maybe its you, maybe you dont know how to use it etc etc etc, and then say that there is nothing they can do to fix it or replace art and if I send it in they will give me a used refurbished phone instead of a new one that I bought. And if T-Mobile feels, thats right if they feel that it isnt their issue then I would be charged extra and maybe forced to pay for 2 phones... what the ell is this film flam? Bate and switch kind business. Just outrageous. Also the portable wifi I bought never works and the other Samsung Galaxy S4 never has connection. Switching to T-Mobile has been a total joke.

Nice service, came there and got my sim card cut without any problems :)Thank you guys

I received good service every-time . Agents were very helpful.

Extremely helpful - go the extra mile to please customers.

The rep, she was fast amd and professional

Excellent costume service team....

They dont have alot of stock at this location. staff was friendly, and service was slow, but i have not been to any mobile retailer where i have had fast service.

Great will design phone

I just want to ask the data plan available for me. The clerk just said call the customer service to get what I want know.this is totally unhelpful, it just waste my time to come this office

Rod -great customer service guy !

Bad customer service, i went for the new connection today, they said i will be after 1 person, made me wait half an hour, then few guys came in and they were told they were ahead of me bacuse they came yesterday, si now i was put behind everyone there

Nice open layout and the staff is friendly and helpful

Bad customer service. Was constantly trying to sell items I dont need. Sold prepaid plan when I requested family plan. They promised to add second line after the first one, but suddenly realized that there is no such option for prepaid.

Excellent customer service...I like it

Service is extremely slow here.

This is not a comprehensive review, but just a note about the lack of a particular service. A previous reviewer said that he had a SIM card cut for him, but when I visited they said they dont cut SIM cards, but will sell a nano SIM for $10.

Horrible store. Looooong wait time.

Staff is quite polite but wait-time is longer

The staff is very nice.

Will not go back there, and cant deal with the lady who calls herself supervisor.

Quick and friendly service

Great staff Best T-Mobile store

Charged the wrong amount, and the sim didnt work.

Today I was there. Almost no wait time and extremely kind representatives.I have no idea why there are so many complaints ...

They are gentiles but no enough capsized to help

Friendly staff, quick service, helpful advice

Ill never use T-mobile ever. They have an exceptionally bad service. Hate em.

Excellent service

Very good service!

Typical T-Mobile store, but wait-times can get super long

Bad customer service on my visit to the store

So quickly and efficiently

Friendly.

Good service

Its ok

Nice service

Good place

Representatives are very patient in this store

Regular store crowded

Helpful staff

Quick service

Everything went well for me.

Friendly service

Very friendly