T-Mobile

Under staffed, unprofessional, horrible service, long waits. Will not be coming here ever again. I’ll stick to Emeryville.

This place is super clean and convenient. You’re greeted as soon as you walk into the store but their customer service all together sucks. I waited for super long while they assisted other people but for some reason they were all on their phones so you’re not sure if they are helping the customer or doing personal stuff. I went in to purchase a new iPhone and the guy was constantly pulling out his phone and texting and a transaction that literally should of took 10 minutes took 50 minutes because he was on his phone. & he was helping the employer behind him that was on her phone while she was helping someone. So I wouldn’t go there again I don’t think. I thought it was going to be a quick process because I spoke to a rep on the phone & I knew it detail what to do. Guess not. This place would be amazing if they put their heads up and their phones away.

1. Unauthorized upgrade and add-​on.
2. Unauthorized change my account settings.
Bought a Samsung Note 4 in this store in late-​mid Oct.
Long wait is a must in a T-​Mobile store.
(15 mins wait in line, and 30 mins waited for the salesman to take out tue phone)
A salesman teased us all the way, whatever he could pick on us, after we refused to upgrade one of T-​Mobile latest phone, sign up insurance or get a free tablet with signing up a plan.
S-​pen (might be the phone) is defective, when its come new.
(After I went through all those technical support at 611, it’s already passed 14 days exchange period. Now, 26^th days of using the phone, I have to pay $ 10 to $ 20 for warranty exchange for the phone only. No one in store can test out whether if the S-​pen or the phone is defective! S-​pen is only 26.99 $)
After that day, the other phone under our account was shown upgrade and insurance plan was added WITHOUT our authorization.
After that day, all the T-​Mobile free text messages come in Spanish. (Thx Google translation)

There are two reasons I don’t really like going to any T-​Mobile at all.
1. Long lines and even looooooonger waiting time.
2. They are unable to fix the receiving of international texts.
The first reason (1.) happens in every T-​Mobile store I’ve been so far. Unless you’re really lucky and come in on a day when everybody is out of the country/​town and has no problems with their carrier. Don’t come in the afternoon, or very late afternoon (try early mornings or midday, when people are still working and are not on break), because it will be packed. After work/​dinner is obviously the prime time to come in and deal with the problem/​purchase/​questions you have. They should be more consistent (sometimes they do that, most of the times they don’t) and have a person write your name down at the door so at least you know you’re in line and will be served at some point.
The second reason (2.) is more of a personal problem, since the rest of the population obviously doesn’t care too much about the international texts (hey, I have friends overseas, sorry). I’ve been to T-​Mobile (and their online support) countless times, hoping that this time they will tell me something that will solve the problem. Nope. I gave up on it, cause I was told this was just not going to happen. The staff is very nice and they really are trying, but this is obviously a matter higher up the «food chain» that nobody knows/won’t give the answer to. The thing that I don’t like is, that even though it’s not my mistake, but clearly on their side, they do not offer any kind of compensation for that.
Nevertheless the store itself is clean, offers a variety of phone accessories and phones. Another plus side, they are open late — until 9pm.

Snuck in at 8:57p on a Wed. for a replacement sim card for my wife’s phone. I was hooked me up with a free sim card and told to call customer service instead of being charred in the store. They’re open later (er), often busy, and still have great customer service.

I’ve been a business customer for 3 years, and for a large company the service top to bottom has been Great… until today. I had a question regarding the cost to add 5 additional lines, and finalize a data transfer on the new phone I purchased yesterday. I arrived at 5:45pm, and found the doors locked despite the clearly marked stores hours of 11am — 6pm. The reason for the early exit… too many customers. At least that is what I believed the reason was, as I couldn’t clearly hear what the manager was yelling through the closed doors. There is no way I will let a Business I support shoo me away without a proper face to face explanation so I waited 10 minutes. The Manager finally sent the most Junior sales rep to give me a lame excuse for why my time was invaluable. Long story short, I believe Verizon will be happy with the new business account they’ll inherit tomorrow. Piece of advice… grab a cup of courage and let me know that is Sunday, you’re tired and just want to go home. I could have respected that reasoning.

Update: I went in today to get the situation handled. Ryan was completely helpful. Next time I come I will make sure to get serviced by him.
Avoid this place. I went in to return a phone case. Instead, the incompetent salesman charged me for the phone case again instead of refunding me.

Went to T-​Mobile on Lakeshore in Oakland after being robbed and scammed and I received HORRIBLE service and was racially profiled. Came here to Davis street in San Leandro and they were warm with AMAZING service. Fixed my problem, helped me file my claim and got me back online within 48 hours. You guys ROCK.

Derek Smalls and there’s another *guy (he’s into electronica music, short) there that is real good. They both have been helpful everytime I have been there. I had a defective t-​mobile charger and *The guy exchanged it for me with no problem. It’s too bad I can’t say the same for the T-​mobile in livermore. Great service @ Davis street, keep it up guys!

I want to make small changes to my account for the last 3 months,
NO, NO, NO they have to change company name from T MOBILE to NO MOBILE
pay for cell phones and last month of service $ 1,100.00
and move on to a better service company.
they will never see my money any more
I ask to call costumer service from store, yes what.
NO.N.NO. well now you have NO. NO. NO. costumer.
DUPE MOBILE. now they know I can make changes to my account…

I went to this store on Labor Day to return a phone case and I was in there forever. I was standing in the store for about 20 minutes. Then i realized you had to sign in with the agent with the clipboard and they I waited another 25 minutes to be called. Tmobile if you’re going to have a system like this, whoever has the clipboard needs to be at the door greeting people. or you need to at least make it known there’s a sign in sheet. Clipboard dude wasn’t greeting people when they first came in so the order was terribly messed up. Two people went before me and I was so annoyed, but I didn’t want to cause a scene so I waited my turn. Interactions like this are why I prefer to do business online.

Thanks Bryan for helping me switch over to TMobile. And thanks Ryan for helping Bryan too!
I came to this store with my mom and I, we had to wait a while at first since they were helping other customers. But once Bryan started helping us out, everything went great.
The process did take a while (almost 1 ½ hours) but we weren’t in a rush so we didn’t mind. Bryan was very helpful, patient, and friendly! Although later on in the process there were a lot of other customers he had to tend to, Bryan did not rush us at all. He took the time to make sure he had answered all our questions and switched over all of our numbers. He does sigh a lot, but that’s only because he was frustrated with the computer system. And if I had to point out one con is that he uses his phone a lot (most of the time he was using it for us, but some times he was checking texts and stuff).
Overall the experience was great, mainly because they were so nice and friendly.

Don’t ever come to this place… worst customer service ever!!! The sales people like Gabby and Ryan will lie to your face and are not willing to help at all after they have already made the sale. No sense of good customer service… worst customer service ever!!! How I wish I can give them zero star. they don’t even deserve 1 star. Beware fellow consumers.

I came here to buy the cheap Windows Phone, Nokia Lumia 521, while also signing up to try out T-Mobile’s network.
Erika (Sales Rep # 3 503 548) lied to me and enrolled me into T-Mobile’s JUMP! program. She said it was mandatory for the first month but I found this to be very fishy because I’m familiar with all the new programs that carriers are coming up with (Verizon’s Edge, AT&T’s Next), and smartphones in general. I called T-​Mobile support in the parking lot within 10 minutes, confirmed the lie, and then promptly cancelled the enrollment.
I had to return the phone and cancel my service because I got no reception in my apartment (which is also an issue with AT&T as well). The assistant manager Tina was very helpful with the return process.
I wanted to like T-​Mobile as a company because they have one of the cheaper services, and I like that they are innovating with their Uncarrier strategy and JUMP! program. However, my overall experience with this store was terrible (despite the helpful assistant manager), and I would dearly hope that it’s not store/​manager policy to lie to customers.