T-Mobile

When I signed up the store was 5 stars hands down. Ever since then every time I go in to this store its been a nightmare.
First of all, they have this rude girl there that doesn’t even try to hide the fact that she’s talking trash about you behind the counter with her co-​workers. She helped us one time and she was so rude that I had to walk out. All we wanted to do was upgrade my husband’s phone. We ended up doing it over the phone. It was a much better exoerience all together.
Second, I’m fairly confident that none of them know what they are doing. I’m having an issue with my Note 5 ever since an update that T-​Mobile & Samsung pushed out. T-​Mobile offered to replace my phone through warranty is which would be fine, I just don’t think that’s going to fix the problem. The initial phone they sent out was lost by UPS. CUSTOMER CARE toom appropriate action and filed an investigation with ups and proceeded to send me another phone. I went in to the store just to SEE if switching to an s7 until the Note 6 came out would be a better option. For some reason it turns out that I’m not eligible to upgrade, probably because I have a note 5 on the way and the STORE representative cancels my order. I didn’t even want to do anything. I just wanted to know what my options are. Now I don’t have a warranty phone coming OR an upgrade. I called customer care and they told me he cancelled it because he felt that we should wait to see what happens after the investigation. That puts me at 10 days without a phone! He had absolutely no business canceling that order. I feel that the only reason he did it was because he wanted the sale from the upgrade and when that did not happen he had to come up with a lie for why I would be out of a phone for 2 weeks.
Customer care took care of the entire situation. THEY told me to stop wasting my time at the retail location. I going to have to agree with them. Every transaction that I do with customer care is easy and effortless. I highly recommend that you avoid this store at all possible costs. If I do have to go in to a retail location, I’m going to Fairfield. Otherwise, it’s I’m a huge fan of customer care.

(Review is for the store, not the cellphone service)
Needed to return an item that was loaned to me by T-​Mobile. Mike, one of the store associates, took the time to make sure I was taken care of. A glitch with my account meant the return couldn’t be processed in store; Mike went through the process of getting me a return label for the item I needed to send back and even called customer care to double-​check that everything had gone through.
Noticed other store associates were also very attentive in helping out their own customers, were courteous, respectful and attentive to their needs. Nice to know if I have an issue that can’t be resolved through Twitter support (my usual choice), I can get the help I need from the local store.

The only good thing about T-​Mobile is that they don’t force you to sign an official contract, however, if you’re trying to buy a new smartphone you’re basically stuck with them for at least 6 months. After you pay off your phone you need to wait 6 months before they will allow you to transfer that phone to a different company – but honestly, you’re not going to want to do that. It’s like phone manufacturer’s send different phones to different phone companies (this is actually true) and T-​mobile gets the phones that are made with the parts that are in the recycling bin ready to be thrown out. In the year or so we’ve had T-​mobile I’ve not gone one week without something happening to my phone. It’s a terrible, terrible company.

I still like coming to this store.
There was ONE visit of the maybe 10 I’ve made this year where the customer service was subpar, but people like Mike, Sean (don’t think he’s here anymore), and Elise (I think that’s her name) make it worth coming to this location.
My most recent visit, Mike helped change things on my plan, helped me get a new phone, all without trying to sell me or pressure me into getting more or getting a brand new phone (we always get new2u).
Mike is the man and should manage this store!!!

I don’t even want to give this cellular company 1 star! STAY AWAY!!! You will be greatly disappointed and frustrated if you switch over you cell phone plan to T-​Mobile. I can not say enough how much me and my husband have been through with this company.
We were referred to Tmobile by a friend who works for the company. We were promised new phones, unlimited data and a 20% discount because I work for the state. Once we got into their store that whole plan changed. We were charged $ 30 per phone, had their gap insurance added (which we were not properly explained about), a warranty charge and taxes. We switched to tmobile because we were guaranteed a lower monthly bill, however we were paying more than we were at Verizon and our bill ended up being $ 190 a month.
For some reason they couldn’t apply my state discount in store and it had to be done online. We tried applying online but their website was down and would not allow us to apply for discount. We went back into the store and they said we have to call 611 and speak with their migration team. Finally get ahold of someone at migration team and was told that we would only receive a 15% discount and they would submit the application for us and call us within 2 hours. Never received a call, we called back a week later and was told that the migration team cant do it for us and we have to do it online!!! Ok why were we referred to them in the first place and promised this would be taken care of? Finally we are able to get through online to apply for discount, we get approved for discount but told that it no longer be applied to our plan.
So right off the bat we have already dealt with misinformation, on top of that we have no service anywhere!!! I live in Vacaville, we’re not in a rural area, they have towers all over however I have no service anywhere in this city! All my phones calls sound like they are underwater and drop. When I head towards downtown and north Vacaville I get a «no service» signal. I don’t receive text messages and can never get on internet to use my unlimited data! What good is unlimited data if you can never use it?!
After 3 months me and my husband had enough of tmobile. So we decided to switch to a new provider. We were told we had to pay off our phones and have them unlocked. We walk into their store and they have a line out the door. They have 3 employees (2 helping 1 customer, but they aren’t doing anything but starring at a screen and 1 on the phone for over 45 mins). Every customer in the store seemed annoyed by the wait. After waiting for an hour in line we are told they can’t unlock our phones in store and we have to call their customer service. (why cant they seem to do anything in store?)
So we leave, call customer service and the lady who is helping us over the phone tells us that an unlock code will be sent to our email. Check the email, nothing. After being switched to different departments over 5 times and being told the phones are unlocked, wait they aren’t unlocked, wait its in your email, wait we cant unlock over the phone… we finally are told that we have to wait 24 hours for phones to be unlocked (again, why weren’t we told this in the first place?) Mind you we were passed around, stood in store and told different things for over 5 hours total.
I will never use them or refer any of my friends or family to tmobile. They have horrible customer service, terrible phone service and nothing is addressed directly, you are just passed to another department so that they don’t have to deal with the issue at hand! AGAIN STAY AWAY!!!

Decided to stop here when i got off work to pay my bill and the Customer service sucks. Waited over 30 min to pay a bill and was not even aknowledged once, no sorry for the wait or nothing. Line wasnt to long but it got long after about 15 min and the reps just kept messing things up n calling a guy over back and forth between registers. Oh well next time ill drive 10 min somewhere else.

Probably the worst service ever. I walked in and there was three men working. Two of them were helping customers and the other James was supervising and constantly checking his personal phone. There was three people ahead of me. I was told the wait for 15 mins and walked out 45 mins later with no phone.
I told James as soon as I walked in I was looking to get an iPhone 6 silver and the people in front of me had bought the last one I wanted. So instead of letting me know he let me sit there and wait.
Then James had another gentlemen help me and had him break the news to me while he went in the back and had him deal with my unhappiness. What a little bitch. If James is the manager he is a poor excuse of a manager and I will never be returning to this location ever again. I would rather give my money to another T Mobile store.

DO NOT come to this location. They are rude and give you the run around. Customer service said we are able to upgrade at no problem but the girl stated I was not able to do so and there are differences. No type of customer service repairing. I asked for the manager and she was not able to provide one. I believe if you are not able to comply with company terms, and don’t know how to communicate well with customers then maybe she should be retrained or have someone that is able to work well with customers be part of the front line team.

Do not let Christopher help you!!! He is a sleezy salesman! I am a first time customer for T mobile and I was skeptical to go inside because I did not want to have some pushy salesman.(yesterday I was in a very bad car accident and my phone was stolen so i was not in the mood for rude people. As I walked in I was greeted by a very kind gentleman named Taylor, very relaxed and calm, exactly what I was looking for in service… I eventually chose the Iphone 5s and Taylor was helping me just fine then all of a sudden this guy named Christopher come over to help, with a lot to say… This guy was a joke, he thought my mom was purchasing the phone the whole time (exactly why he should mind his own business) If that guy helped me from the start I would have walked out 100% guaranteed… this is what really got to me… Christopher asked me if I wanted a case when I was already asked by Taylor and already told Taylor I did not want one so I was telling Christopher for my second time. I told Christopher «NO» :I do not want a case from here «He tossed my phone on the counter and said here you go… then was a real real wise guy about the batteries. Made me feel very uncomfortable… Even my mom said «we will never go back to that store «. That guy should not work there. I spent a lot of good money here and I feel like I Made a huge mistake!!! Forget T MOBILE!!!
Thank you Taylor for you courtesy and compassion

I have always had great service here and T-​Mobile has never let me down as long as I’ve been with them. went in today to go over my bill and finally add my daughter to our plan. I didn’t want to, but her prepay is more than what it costs to add her, so made sense. anyway, jon helped me out today and was patient since we had the two little kids running all over and trying to touch everything. he went over everything and explained all the changes being made and what would be better. sucks to see other people don’t like it here, but it really isn’t bad. it was busy today too but the 3 guys working had it down. go see jon

I recently picked up a cellular iPad mini and although I’ve been with AT&T for over 10 years, I didn’t want to add my tablet to my existing wireless plan. The fact that T-​Mobile offers 200mb for free with no monthly account intrigued me. I was doing some shopping at the Outlets and saw this T-​Mobile location, so I figured I’d come in and ask about their plans.
As soon as I entered the store, I was greeted and asked what could be done for me. I asked about their data plans for tablets and after explaining my needs, I was pitched a 3GB plan. I continued to explain my needs and said no apps or video were to be used, only a few emails a day. Finally the associate informed of their free data plan, but once he knew I was interested in getting the free plan, I became a hassle to him in his eyes. He went along and setup the iPad but the difference in service was day and night. Regardless of the mediocre service, the associate did his job; set up my iPad, and set up my (free) T-​Mobile account.

I’m a long time customer and FAN of T-​Mobile. So why lately have they been nothing but disappointing as a service provider? WHY? This really confuses me!
Let’s start by reviewing my recent trip to this store to get a new battery for my Samsung Galaxy S III. The last month or so, prior to this desperate act of sanity, the battery wouldn’t stay charged for more than an hour. I got fed up — and stopped by on my way home from work.
Very standard store … no customer’s were in the store — can’t remember the last time I saw an empty store — so after being greeted, which was the 1^st of 2 things I found pleasant, I explained I needed a battery. WAWAWAWA! Is pretty much the response I got. Said T-​Mobile rep (for lack of remembering his name I’ll refer to him as «Brian») decided to look up my account (thanks for asking for my ID), and was more interested in trying to sell me a NEW phone than getting me a replacement battery. After saying «I didn’t want a new phone — I’m still paying on this one and, FRANKLY, I don’t feel I should have to be replacing a battery at this point.» Well, he really didn’t want to hear that and quickly announced they didn’t have batteries. OH really? You sell the phones … you don’t sell the batteries? WOW! #2 of pleasant things presented itself when he told me that a Batteries + Bulbs was down the street and I could get one there. So … I guess T-​Mobile is now in the business — of turning away business.
Thanks for the recommendation BRIAN! Your lack of directions and threat they are «probably closed» didn’t deter me. I went — I got — I left. Their review will be 5-​stars!
Additionally, I mentioned I was thinking about ditching T-​Mobile, which was ONE reason I didn’t want to upgrade, because ever since moving down to this area (Napa through Vacaville, as far up to Roseville) — their SERVICE HAS SUCKED huge! I came from a very rural Eastern Washington area but at least I consistently got 4G service and service over the Cascade mountains. I rarely can get 4G service sitting in a Napa, CA backyard. I pay for 4G service — a lot of money on two phones. Most of the time I have «E» (extended) service. Brian said — «Oh ya — Napa’s coverage is terrible». Okay Brian … once again … you’re not HELPING. Thanks for the TRUTH, as if I didn’t know. I think I am the one that told you! There was no offer of apology. No suggestions. No hint that coverage in that area would improve. NOTHING! Just the SAD Truth. I almost wished he would have lied — tossed me a bone or something!
T-​Mobile — you are about to loose a customer as soon as my contract is up. I don’t see any reason to stick with you. I pay too much for what I am getting — and if you want to continue to employ people like «Brian» in your stores — you’ll loose more customers!
I will ride my contract out … and search for a new phone provider which actually will deliver 4G (or 4G LTE) coverage in the areas I live and frequent. And I’m pretty sure that I’ll get a better deal for my service.

This place is absolutely horrible when it comes to customer service. I was getting my new account activated coming from AT&T, I called the customer service at the 800 number and they said if i go into the store they would be able to get me my phones and accessories. We went into the store and was greeted (more like approached and asked what we needed there was no friendliness in his voice) by the Asst. Manager, who right from the start had an attitude and treated us like we were an inconvenience. After telling him what we want, he said he would be unable to help us since it wasn’t authorized on our account. We called customer service at the 800 number again and they said he should do it. He then proceeded to tell us it was HIS store and he said NO. And that NO other store would help us. After arguing with the guy for 5 min. We walked out without our phones. We called the store in the next city (Fairfield) and they greeted us with a warm smile and we were in and out in like 15 min. It was a great experience with the store in Fairfield. We told their manager about our experience and he said he would call the store manager and take care of it. The Vacaville store is horrible, DO NOT GO THERE just save your time, patience and money and go to the Fairfield store.

DO NOT COME TO THIS PLACE UNLESS OTHER T-​MOBILE STORES CLOSED. The customer service here is so horrible. All they care is MONEY, MONEY, MONEY. The OWNER of the store treats you as trash if you are NOT A NEW customer. When you ask questions about the bills or over charges he looks at you as you are wasting his time and gives you a general nonsense answer or point finger to T-​MOBILE then walks away searching for a NEW customer. I know everyone wants to get a good business but this RUDE owner is way too much going after MONEY, MONEY, MONEY.
DO NOT COME TO TO THIS PLACE if you don’t want your blood pressure goes up high or know how to control your temper.

Edit: The great Cody no longer works at this location.
Always ask for Cody!
He’s the best and takes care of all your problems with urgency.
I always go to this t-​mobile any other just doesn’t cut it, warm welcomes and fast service what more could you ask for!

I’ve been visiting this site for about 4 years and am offended that not once in all that time, with the turnover and the new hires brought on, that there has never been a female customer service representative on staff. There are always 3 to 4 agents assisting customers. The owner is also very rude to women when he assist them. I was told that a while back a female did work there and was fired… probably because she was female.
If this site were not so close to my home and the only T-​Mobile store in town I would never go there because I do not support this line of thinking and it should be corrected by corporate. The boys that work there are great, but I look forward to equal gender representation.

This place is the worst for customer service. I been to multiple t mobile stores but this is the only t mobile store that each time I come in I always get the worst service. They’re lazy and there is no other way of putting it. I love the t mobile actual service but if you’re going to buy a phone do yourself a favor don’t come to the store goto another t mobile store

We had a very nice visit to this store. We were pleasantly surprised because where we moved from, it was not always a pleasure to go to t-​mobile. Sean is absolutely the best associate we have ever dealt with. He is very nice, patient, exceptionally knowledgeable and was able to answer all of our questions. Sean should be in management!!!

Great customer experience for me! Extremely helpful workers and they really know their phones if you ask their opinion. Especially Chris S. When I upgraded my phone I needed some questions answered and they gave me a lot of good insight on all the new smartphones! So don’t be afraid to come to this store, you’ll be taken well care of. I also got a State Worker discount 15% off while I was there!

I came here after the jerk at the Sacramento mall kiosk screwed me over. I spoke with a gentlemen named Mario who looked over the entire transaction Rich had done and corrected everything. He helped me upgrade my phone and patiently went over all the perks about the various options I had. he gave me his card and told me to callhim if I have any other issues. I was first about to cancel the entire plan but thanks to Mario he made me a tmobile customer. I wish all the sales guys were as honest and legit as Mario. He didn’t try to sell or upgrade me on anything I didnt need. WOW