T-Mobile

Great service always — Khaled is the man! Super friendly and helpful… got me the solution I needed in 2 mins… totally awesome service and friendly staff… Khaled should be recognized as an example for all customer service and sales reps… great attitude! Thanks from Sam.

If they are out of stock on a new phone they will charge you shipping to have it mailed to your house. Also, if you order your phone and you return it they will charge a restocking fee. ($ 50) I highly recommend ordering your new phone online for free shipping or free return if you don’t like the phone.

terrible customer service
poor quality hot spot
weak coverage

Ask for Monae! She was knowledgeable and very pleasant to work with.

I was dreading going in to the verizon store on a Saturday afternoon, but my phone was on the fritz so I had no choice. It must’ve been my lucky day, because i received outstanding service from Natalie, and with a very short wait. She turned a potential afternoon drag into a very pleasant, educational, and relatively timely experience! Thank you Natalie :)

T-​Mobile is the most frustrating service I have ever tried to initiate. Bought a phone and then ordered a T-​Mobile SIM card. Tried to follow the instructions to activate — but the card was already activated — so the instructions made no sense. Then talking to a rep they said, yes the cards are now pre-​activated. Ok — why not also update the instructions sent with the card and presented online??? Then I tried to port my old number. After an hour talking to multiple reps (getting transferred from one agent that another multiple times) finally got number ported. Then had to create a T-​Mobile account (although no where in the instructions does it state that as a step). Then tried to fund the post-​paid account — but that didn’t work — it tried to make the plan active a month from today. So to fix that I had to call T_​Mobile back — but the number they give you connects you to post-​paid so after talking to an agent you get directed back to pre-​paid — then waiting on hold for another 15 min finally get someone in prepaid that can help you… arrrghhh. I’m beginning to wonder why Im changing to T-​Mobile

If I could give them NO stars, I would. I got Monea, and she was so hopeless she wasted two screen protectors and I had to tell her how to apply one without a huge air bubble. Then she gave me a rear protector I couldn’t push off with arthritis in my hands and finally changed it for one that was $ 10 less that I could manipulate. I told them I was on a tight budget and I wanted a simple, easy to use phone. They sold me the Samsung Galaxy Core Prime saying ti had an easy mode. IT DIDN’T. Then Monea couldn’t find the right cable to transfer data from my Blackberry Curve 8320 and fussed she MIGHT NOT be able to transfer things over from it when their phone reps had assured me they could. Everything but my contacts list was on my memory card which, when moved over, moved over my pictures, etc. Of course the ringtones for the blackberry didn’t work, so she DID to her credit help me put on my favorite ringtone BUT she DELIBERATELY KEPT my new phone charger and put it in her desk drawer. Her personal phone was ALSO a Samsung, yet she couldn’t find her way around in MINE to correctly set it up? ARE YOU KIDDING ME?
Overall I ended up in tears the majority of the time in the store. Stephanie, her buddy, was a real BULLY. She kept saying, «BE RESPECTFUL.» What about them showing some competence and compassion to a person with vision issues who’s not tech savvy? I have put the store on FORMAL report through their phone reps.
When I did get home, I had to go back for the charger cable. Monea had set my phone up so I had NO ABC ability, just numbers. I had to spend TWO HOURS online with Morgan, a phone rep, to get that solved. Then I had trouble calling customer service intermittently and cried again.
I know there is a learning curve for a phone, but this was a NIGHTMARE EXPERIENCE made WORSE SUNDAY MORNING by one of their phone agents asking me for my FULL Social Security number when I had another issue with the phone, and when I asked for a manager the unnamed rep lied and said one wasn’t available. When I begged for a different rep, he hung up on me and I called back. The new rep gave me to a manager and then I was advised there were service interruptions in my area affecting dial out and reception when I finally did get a manager on the line. NO REP SHOULD EVER ASK YOU FOR YOUR FULL SOCIAL SECURITY NUMBER. Only the last four digits, if that. I have a PASSWORD I ask them to use instead, and should NEVER have to confirm a social for them EVER. The manager I spoke to thanked me for raising the issue of possible FRAUDULENT behavior by the employee who told me reps are NEVER to ask for the full social and they will look into it.
ONE MORE REALLY BAD EXPERIENCE and I will give up my smartphone and go back to a landline. I purchased my phone outright without a contract, so there are should be NONE of the early termination crap.
I also found out that Verizon sells the SAME phone I bought for $ 80 rather than $ 139. Maybe they’re shafting me with other things too here at T-​mobile? I need to have somebody step up and really HEAR me from their management in order to regain ANY trust in this company.
I did NOT ask for anyone to be fired — -just correct retraining. I think firing should be reserved for when someone has been incompetent for a long period of time or blatanly fraudulent. I still would like to see the reps I mentioned get proper retraining. I will never hear the result of the investigations, but I will tell ya — -I’m UPSET and I’ve been with T-​Mobile over ten years now. This is NOT how you keep a long term customer, NOT EVER.
Will someone from upper management at the store respond? I doubt it.

After calling 10 or so stores, I call this store and am told they have «a few» of the iPhone I want. Awesome hop in the car and drive in from Brentwood. Get there and guess what? They don’t have it but they can order it. WOW so can I. Soooo helpful.

I came here 3 times and 3 times I had to WAIT AT LEAST 45 minutes. I came in the morning on Monday, Saturday and Wednesday over the last 2 months.
There were not that many customers, about 4 the most. But, there were ALWAYS ONLY 1 – 2 staff available. Yes, you heard hat right: ONE staff. There seem to be more in the back, since I see 1 – 2 coming out from the back door but then they went back inside.
This store should have more staff, given my experience above.

I stopped in the other day and was helped by John, who I believe is one of the managers. He was helpful, astute and most importantly, knowledgeable. Specifically, I needed to upgrade my aging iPhone 6 Plus to the more recent iPhone 6S Plus and after multiple calls to T-Mobile’s customer service, I decided to go to the store. John had excellent customer service skills and took care of me, explaining everything all the while. I recommend this store and will go back again.

Waiting here for over 30 minutes. They are very courteous and fast to check people in. however most of what it seems people do here is wait.

Very very slow service. My hubby and I have had a bad experience in literally every t-​mobile store we’ve walked into till date. Waited for half an hour for our turn.

They illegally charged me SALES tax on a restocking fee. Their stated fee of $ 50 is all they’re allowed to charge. It’s only a few bucks and doesn’t really hurt me but that doesn’t mean they should get away with stealing a few bucks from people left and right.

I wanted to leave feedback through the T-​Mobile website cause it usually is a lot more helpful when the higher-up’s hear this stuff directly, but they didn’t seem to have that option on their website. Anyways, I was just helped by Hector the other day and he was very pleasant and helpful. I didn’t have any questions, just need to trade in a phone for a new one, but he was very nice and didn’t seem like he was just being that way because he had to. He’s a good guy, solid service.

Came in to add a line and get a new phone. No greeting by either of the men working just a stare when we walked in. Then when one became free he helped the person who came after us.

This place would have had 0 stars if it wasn’t for Stephanie, Retail Sales Leader, who makes me wish I could give 5 stars, but the service while we were waiting to be helped was agonizing!
TIP: They keep a little clipboard at the front checkout area where you have to make sure your name is written down restaurant waiting list style before you are helped. If you don’t know this, you will be sitting and sitting forever!
Stephanie was polite, knowledgeable, friendly, and patient with my 85 year old grandma shopping for her first smart phone (once we were finally called up to be helped after waiting about 25 – 30 min) Thank you Stephanie for your help and great customer service!

I went in last night to have my information switched over to a new phone due to my old phone malfunctioning. I spoke with Stephanie Fong over the phone before I went in, she was very sweet and helpful so when I got there I asked for her help in person. She was fast and attentive and made sure that everything in my old phone was switched over. She also showed me how to use my memory card that I had purchased with my old phone (which I could never figure out) and now everything that I accumulate is now saved on my mc so nothing is ever lost or a problem when and if I née to switch phones in the future! I want to thank Tmobile for hiring such professional team member and I hope you value her. I will never deal with anyone else but her so long as she is employed with this company and as long as I have the service!

Wonderful service! I went in because I had a small crack all the way across my screen, so I expected that this was going to be a frustrating experience. However, it was great. The guy who helped me was Mike. This guy knows his stuff! ! I really feel like he went above and beyond what I expected. Not only did he quote me on what insurance would do but he even Googled a repair shop and called them for me! He adjusted my plan to the current rates and even tried (probably succeeded) in selling me a new phone. He had an answer for every question I had. I am very happy with tmobile and their service reps.

Please! Please! Stay away from this company. I decided to sign up with T-​Mobile only to be shafted from this company. I think they have taken the Verizon Maps and just blend them on their map page to get the so called «Magenta». When I was told from Karen in the Sales team I would receive 4GLTE in my area I was excited as I thought I could save some money. This company does nothing but tells you lies and never wants to help you. The customer service is a joke. They are all robots. They love to just apologize and apologize. Really, take some ownership.
When I sent my issues to the corporate office I had this Executive Admin who gave me the same T-​Mobile Lip Service they give to all of their customers. Her name is Justine. I was told that I could return my product within 30 days and I would not be charged. Apparently, they are only told it would be 14 days. Beware. They activate your phone without your permission and begin to count the days against your so called 14 – 30 days.
After I tried to cancel my phone they told me I would need to wait until the billing cycle ends. Needless to stay ad of the 21 of March I have no credit from T_​mobile. Just so you know Martinez and Pleasant Hill does not have 4 G LTE.
Can we the TMoobile next to the Massage stores in Pleasnt Hill

I went with my girlfriend to get a new phone yesterday. She was shown different phones but already knew which one she wanted. Mike explained everything about the phone that he possibly could. He asked her questions, and based off her answers told her what she would like to have, and what she could get rid of. A very honest salesperson which is nice. He even stayed after the store was closed to show her more stuff on her phone, so she would leave with a few to no questions at all.
The next day we came back because the phone isn’t exactly what she wanted. No problem though. She knew the phone she REALLY wanted this time and Julian was happy to help her. I can not tell you how great the customer service is here. They make you feel like you’re good ol’ friends. Two thumbs WAY up for this store.