It never ceases to amaze me when someone on Yelp (invariably someone who doesn't post reviews much)* posts a 1 star review and gripes about their negative customer experience--and then I go have a 5 star experience. I went here to sign up for new service and purchase a new phone right before Christmas, right in the midst of the holiday rush. The first day I went and had a number of questions about the program. The service representative (Rachel) and her colleague both were courteous and helpful. The next day, I went back--the same CSRs were there and remembered me. This time, the store was pretty busy but they acknowledged me and let me know they would help me shortly. I saw the CSRs juggle multiple customers with professionalism and politeness. When it came my turn, Rachel signed me up and everything went smoothly and quickly. The current staff should be lauded, not chided, for their customer service skills. * Pro Tip: When you see a 1 star review, take a look at the reviewer's page. Oftentimes, you'll see that the reviewer usually posts negative reviews. That should tell you something. That is not to say that all 1 star reviews aren't deserved (like Farley's and Mariposa Bakery--whose customer service is pure trash and deserve less than 1 star), but take a close look at who's reviewing a store when deciding how much weight to give the review. read more

My cell phone crashed and needed repairs or replacement. I went to the E.C. T mobile store by Ihop. Got there at opening, had to wait a bit​ as I wasn't 1st. Paloma was the sales person helping me. Paloma told me " you don't have insurance, you'll need a new phone" Not what I expected, but OK. Paloma was great with her technical skills, I repeatedly told how grateful I was etc. My visit was lengthy because all the passwords I needed were in my old phone and unavailable. She did another of alternative things to get me up and running. We were almost through when a new customer came in, interrupted us and asked for a screen protector. Paloma quickly dropped her focus on me an proceeded to help this other person. I looked at Paloma and said, finish with me, we're almost done. Paloma answered, I don't get paid to help you. The other customer got upset and started quoting racist s--t at me. I told the customer, you don't understand, there are 4 other men behind that door, and she won't call them because she wants your sale. As my voice got louder, all these men came out from the back office. No one said anything, including the MANAGER! The customer apologized to me and said now she sees what I was talking about. I left. The next day a I get a text from T mobile "your insurance has been cancelled" I get another text " Your new insurance is activated" Paloma had canceled my insurance so she could get credit for selling me: new insurance, new bundle which had a tablet and on going service, and a new phone and case!!! I called T mobile immediately, they apologized,that should have never happened, we will escalate this issue. I told the person on the phone: I hold PALOMA and the MANAGER responsible for all this! T mobile told me to not go back to that store. I will never have PALOMA help me again. I read more

Omg just finished with Dijay ASM who was brilliant!!! Totally to be recommended - l will follow her. 1. She knew her stuff - wow!! 2. She reduced my monthly bill 3. She got me a free apple watch 4. She did all the heavy lifting and got me internet for $35. Dijay needs a raise!!!! read more

Beware of deceptive add-ons and unprofessional behavior. My husband bought a Samsung S25 here on installment and was handed three "trackers" we never asked for. We later found out they carried a monthly fee and were told we couldn't get the installment plan without them -- something never disclosed. When I returned to have the trackers removed from our account, the supervisor never asked for my ID or account info, became defensive, and eventually told me to "F*** off," adding that if I complained, he'd deny it. he escorted me from the store. Hidden fees + abusive language = I won't be back. read more

So my father went to this location to see why his bill has changed. He said he was talking to a young lady, trying to explain what was going on with another black girl and another Mexican guy that I had previously experienced with before for bad customer service told him a retired veteran of the United States Army to get out. They was rude and disrespectful towards him so he told me to report them so I'm doing a yelp review again seems like T-mobile don't care about customer service. Good customer service from that location. They don't deserve to be employees cause they're so rude and disrespectful in there. now I got to go to a good customer service T-mobile in Vacaville to get the help that we need. read more

Bad service. It's really a trash. The employees are very rude and unủniendly, especially the employee named Perla.

I called the El Cerrito T-Mobile location to ask for assistance in converting my T-Mobile service over to a different provider to take advantage of a promotion. I suddenly lost access to my texting ability today on my phone due to some SIM card issues that needed to be reloaded...but how???! I called and spoke to Johnathan, technical cell phone services expert, who quickly walked me through the needed steps to make sure to turn my Messaging app back on. Phew! Problem quickly solved. Thanks! read more

Bad service. The employee named Perla was rude and trick to customer. Terrible for everything

As soon as I walked in I was greeted by an employee even though they were already assisting another customer, the wait was definitely not bad at all and they really assisted me like true professionals with a minor issue I had with my headset device that only took less than 10 minutes, I definitely recommend this T Mobile location in the Bay Area off the interstate 80. read more

Went to T-Mobile tonight to upgrade a couple of phones, and Gabriel and Javier were amazing. They went above and beyond and provided extra support even though we arrived 20 minutes before the store closed. This was the best customer service I have ever received at any phone store in my life. I was dreading coming here because of past experiences and usually drive to Pinole; however, I recently stopped here to pay my bill when I had trouble logging in online, and they were great, so I figured I would give it another try and am so happy I did. Please keep these guys at all costs. It will definitely improve the ratings and turn around the store. read more

Had a great experience at T-Mobile. Customer care from Dejay with Gabriel was outstanding. Dejay walked me through my new phone. She helped me through the all the new price promotions all with the smile. I would highly recommend you stopping by and looking for Dejay and Gabriel. Five star customer service. Thank you!! read more

If I was y'all! I'll avoid this place. T mobile sucks . Big mistake trying them out. 6 months later I'm getting charge for something I cancel 6 months ago. I get the same latter saying I have and outstanding balance that I owe them. each month I get this read more

T-Mobile Authorized Retailer - Being harassed by mail - Mobile Phones Near Me - El Cerrito, California

I had a phone problem. I'm low tech so it was me that was the problem. But both the T-Mobile and the Sprint agent treated me like royalty. I especially want to shout out Elizabeth. She stayed with me throughout, explained various plans, and new equipment, but showed me my phone was fine, I just read the info wrong. TY guys. Great service. I now understand my plan. read more

Had a problem with my phone where my data service has been messing up on me for quite a while. I've talked to tech support and they weren't able to figure out what was going on so I decided to go into the store and came across Rosa. She instantly knew what was going on and what do you know it was my SIM card messing up and she popped in a new one and my service was back up and running WAY better than before. This took less than 5 minutes. Way less than I had anticipated and it made my day! I'll come here again next time I ever have any problems read more

as a T-mobile 15 years loyalty customers, after helping by 611-Robert, suggested to pick up the Sim card that I needed faster from local stores, Anthony who helped us, not only he's professional he's also super super friendly and very helpful too, Anthony, you shine T-Mobile thank you again, gave you two thumbs up. yes, I 100% recommend this T-mobile facility to everyone. today my brother needs a new SIM card, he show up and Anthony took care of him within a few minutes,again, he won two thumbs up, go go T mobile. read more

T-Mobile Authorized Retailer - store address & phone number - Mobile Phones Near Me - El Cerrito, California

This is a small but well-placed T-Mobile store. I've only been in once so far. But the two employees there were prompt in giving a greeting and assuring they'd help us soon. There aren't a whole lot of displays for products. But that's probably due to the physical size of the building, a limitation. But the store is well lit and clean inside. I'll refine the review once I have more experience with this location. read more

Not the most welcoming store on the block. The whole team can benefit from a customer service course. Attitude abundant though but the empty store speaks volumes. Not worth any anxiety. Just call 611 as they have been amazing since the start of the pandemic. read more

Manager and customer service reps were very friendly, helpful and knowledgable. Received better service than El Cerrito and San Pablo stores. read more

I was okay with the service there. When I was there three times, they had only 2 people working and the wait time was long (30+ min). They were courteous and respectful. I got screwed by them the first time when I signed up to give T-mobile a try. I was told that the pre-paid plan was the simplest; no taxes and fees, no credit check. Even though I told her that my ultimate plan was to have a post-paid family plan for multiple lines, she forgot to tell me that I would have to get a new SIM card when I switched from pre-paid to post-paid. But probably a human mistake. If you are interested in the free SIM card advertised online for new customers, be aware that they will charge you right the moment you order!! Even though you have to wait for the SIM card to arrive. Even you order by phone, the sales reps will NOT tell you this. Two out of two times they did this to me. If you want to sign up for a new service or do any changes, I strongly recommend you AVOID THE PHONE SALES REPS. THEY WILL SCAM YOU!! I spent 10+ hours with different T-mobile reps in different department to correct their mistakes. At the end, I think I get what I pay for. read more

I've never like going into this location, there rude and very unprofessional, I've been with t-mobile for 6 years. The only reason I went in today is because my preferred location was closed which is El Cerrito plaza location. As always I wasn't in there 5 minutes and it started off bad. The staff there needs more customer service training. If I could rate them a zero I would. read more

So I walked in really excited to leave metro and come back to T-Mobile. So I walk in and it was this awesome team everyone said hi. So then this big bright smile man with a hat with glasses on name anthony helped me. I told him my situation so then Keith came in support the situation they ask me what I was looking for I said I want to FaceTime lol so i got iPhone 7 I was so happy nyema she was like I wish everyone had your energy getting a iPhone. Then Melvin help me with the hip stuff that anthony didn't know andi the manager he supported his team the vibes were great or I was just high. Thank you everyone read more

T-Mobile Authorized Retailer - Thank u anthony - Mobile Phones Near Me - El Cerrito, California

See all

I ordered new iPhone 11 as they were out of stock they said it might take about a week but it took 2 week because of holiday week which was ok for me. For security reason I asked to deliver at same store so I can pickup but the lady with long eye lashes put wrong zip code & I got a mail saying UPS couldn't locate your address and Said they left message to contact UPS about the item. When I went to store and ask to same lady about delivery, she said they didn't get any message and can't do anything with the order. Then I called UPS, they said if I want for delivery again same store should do it with correct address. So I asked UPS to make pickup. Went myself to UPS customer service & Got phone on 4th days after delivery. read more

Do the people working here actually want to help people? Or are they just unemployed people that look for a paycheck? Sometimes there are 2 people working in there and 7 standing in line, and sometimes it's the other way around. Nobody greets you when you come in. So we switched to AT&T across the way and now I feel the love. read more

Jenine, was awesome! She hooked me up! I came into the store in a sour mood, I left totally satisfied with my purchase, and a big smile. She is very helpful and knowledgeable. So glad I chose this location and grateful for Jenine's great customer service read more

Want to let you all know about our positive experience today. Can't say enough about T Mobile associate JOSE who was very kind and patient. We were lucky enough to be assisted by him.  He is knowledgeable and friendly and took a lot of time explaining the in's and out's of our new Iphone. Outstanding customer service!!!! Plus, the location is convenient, good parking, and the store is clean and well cared for. read more

First of all, I have been a loyal Tmobile customer for 20+ years. Within those 20 years, I have never been duped or scammed until I showed up to this location. Her name is Jenine and she swindled me into two promotions when only one was applicable (November 2021). So the story goes, I come in to trade in my iPhone 8 to receive a promotional credit of $400.00 towards a iPhone 13 pro max. Then she explains to me that I am qualified for another promotion: when you purchase a new iPhone, you can receive $800.00 off another iPhone. I'm ecstatic, so I go ahead and purchase an iPhone 13 pro. So far so good, right? So Jenine tells me that I have to purchase an accessory with each phone. She explains to me that it is our store policy. RED FLAG! I have never seen or heard such a store policy. So I opt to buy the cheapest accessory: (2) wall chargers. We complete the paperwork and I have the iPhone 13 pro max in hand and the iPhone 13 pro shipped to my house when readily available. So when my bill arrives, I notice I was signed up for a protection plan that I never signed up for. I call Tmobile over the phone and they credit me for this plan. It happened the following month again so I call Tmobile and they credit me again and I make sure it gets canceled. The Tmobile representative told me this was done when I purchased my iPhone at the store. RED FLAG! I'm also waiting to see the promotional credit of $400.00 kick in but the Tmobile representative explains to me that it takes a few billing cycles to take into effect. I wait till February for that promotion to kick in but nothing yet appears on my bill. I call Tmobile once more and they tell me that I was only allowed one promotion when clearly Jenine signed me up for two. Tmobile told me that this was out of there hands and I would have to deal with it at the store. The Tmobile representative apologized for the shady behavior this store caused. Present day, I go back to the Tmobile location. I go in there April 9th and speak to Jenine and Malcolm. I tell them my situation and how I have come in here before to speak to the manager(s) only to end up giving my phone number because neither managers were there. They never followed up. RED FLAG! For some reason, Malcolm does all the talking for Jenine, mind that Malcolm was not present on the day I bought these phones, and Jenine denies everything that happened on that day. I explained to them that I would not be here if I knew this was my fault. Of course Malcolm comes to Jenines defense and explains to me that she has been here for four years and she was trained on how to do her job. More like trained to scam customers so she can meet her quota or pick up the commission. Anyway, I asked for the store general manager, neither Malcom nor Jenine would give me the managers info and they told me that they were unable to do anything and because this has been past 30 days, they were unable to do anything about it. RED FLAG! I specifically told them that when you trade in an iPhone to receive credit for another phone, you don't see the credit until a few billing cycles later. That could be 60 to 90 days. So for Malcolm to tell me that I was past 30 days was just a bullshit lie. Why am I here telling them how this process works when I am just a customer. Neither one wanted to resolve this issue and in the end they pretty much told me it was my fault. Jenine look dumbfounded and she knew what she did was deceitful and wrong. I'm not in anyway saying that customers have to be right but this store should have taken responsibility of this misdoing. I'm not going to ding Tmobile as a company for this. I have been with Tmobile and am happy with there service. PLEASE DO NOT DO ANY BUSINESS AT THIS LOCATION. These people are unprofessional and no one deserves to be scammed. If anything, do your business and transactions on Tmobile.com. read more

Very helpful staff.... Both sales clerks, Kevin and Clementina were/are very helpful .. I must admit i didn't know much about tech stuff (and still need some help) , but they were both (at different days) patient and helpful. Thank you both for your helpful service and care..... if i have a problem i know in the future where to get help.. read more

This store may know how to make a sales, but its people do not know how to provide service. Not only did I wait over 20 minutes to get service, but not once did the personnel acknowledge my wait. When you don't provide service, you don't get the sales. read more

Thinking about getting t-mobile phone to use in Europe? Think again. Nothing but hours and hours of time trying to cancel the number when it is no longer needed. Horror story. At least 5 calls, being told number was cancelled only to receive a bill 2 months later. Terrible customer service. They do not do what they say they will do regarding the account. I've never had service this bad, with any utility. read more

Went in twice in one day and Charles and the team were polite, professional, and knowledgeable about products. There was no pressure and they were patient while I made decisions. There were customers when I arrived and folks came in while I was there and everyone was greeted and helped. This was a great show of A+ customer service. Way to go guys! read more

I do not like people who judge other people, no one cares what you think your status is when your not in your original habitat. We know those are different! And we are the ones who pay your salary, so your obvious sarcastic undertones, and disrespect....ok I wouldn't take it that far. But every customer should feel like there needs are being meet and if not with a solution. Not "we don't carry that for old phones." Looking like I should be ordering a Cadillac Margarita No Back thank you. My old phone is still worth 2 weeks of your pay, if you don't make more then the phones you scaling......then the one with a twinkle in his eye. No not cuz he's ....anyway, cuz you are a follower not once not twice but 3 times did you have to let me know my bill was over due. On top of reassuring that there was nothing that was going to be done till that happen.... And still never answered my question cared more about my bill and me paying that 1st and for most. You did just tell the whole store..... And if you say there was no one in the store YOU KNOW EXACTLY WHAT YOU SAID AND DID WAS OUTTA POCKET. Keep it frank. read more

.Best.Very nice staff, talk clear. If I have a question for phone, you can give answer. THANKS read more

T-Mobile Authorized Retailer - Thanks for help me... - Mobile Phones Near Me - El Cerrito, California

Went into this location seeking help to ridding my S7 of the Pink line of death. I walked in and asked the two PhD' s "working" the counter for assistance or information other than what I already found online that failed. The chick was clueless as I am sure she is about many things and promptly handed me off to her lab partner. I saw the tank on empty in his eyes but I explained to him my problem. Unlike his fellow deer in the headlights partner, he managed an uhhhh, don't no bout dat. I handed him my phone because he gestured to it and immediately began to take it out of the case. He soon stopped because he must have figured the case could not be the reason, mastermind at work. Then he inputs some worthless code and I asked him what was he attempting. He grunts, it a little trick I know. Of course it did not work. I take my phone from him because I didn't want him to manage to scrub my phone. He immediately goes for the up sale of the S8. Even goes as far as telling me how much better it was than my S7. He whips his S8 out and laments about the screen size, battery life, and camera. I guess I'm supposed to start giggling and manage in between to say duhh, sign me up. His last ditch effort for the sale was to show me a feature in which he snapped a picture of a bottle of hand sanitizer from the counter. He then went to an app or pushed a button that gave the price and I believe the location where it could be purchased. I immediately said sign me up for 8 phones as I was that impressed with his so not awesome attempt at covering up the fact that he doesn't know jack about the products and hoping that I already don't know where to get a good deal on hand sanitizer. 1 dollar at the dollar tree directly across from you store brainiac. I walked away feeling tired. read more

Came in today after switching to XX carrier due to horrible customer service at El cerrito pz and OH MY GOD !! The manager Charles, the girls and even the other customers were just so awesome and funny. If I would of known this kind of service existed for TMobile I would have never switched. Guys, thank you for helping me believe in second chances. read more

The lack of customer service offered at this store is mind-boggling. Very disappointed -- as a longtime proponent of T-Mobile it was just sad to witness and be treated with a lack of compassion. T-Mobile should be ashamed it has employees like the ones at this store represent it so poorly. read more

The worst T-Mobile store I've ever been to. The employees need customer service training. None of the employees seem like they want to be at work. They barely greet you when you enter. They give false information regarding services as well as products. The store is always crowded and under staffed. Corporate needs to handle this store. If I could give the store ZERO stars I would. read more

Went to this store at 3pm door was locked and a sign saying out to lunch,be back at 3:35, so I waited till 3:35 so I knocked on the door,and this guy cracks the door open and says WHO was a KNOCKIN,I said I was,he say with lots of aditude it's not 3:35 I show him my phone 3:36,I said to him I have never seen a corporate store close for lunch,he tells me this is NOT a corporate store,it is his store. Sounds like a big time scam to me! stay as far as you can from this location.....I went to the hilltop mall store that is legit. Oh ya contacted t mobile to report these guys.... read more

It is one of the places with terrible customer service ,, if you need any accessory or activate a new service I recommend you to go somewhere else but this. read more

Worst service ever. Been with T-mobile for several years and now considering switching.. The crew running this particular facility is simply useless not to mention not welcoming and even rude.. I needed to adjust the SIM card format for my soon's new phone (from normal SIM form factor to micro-SIM) and the folks there suggested that they were a T-mobile franchise as opposed to "normal" T-mobile shop and that they did not want to take on the liability of "cutting the card" to a smaller format which any other carrier would do and for free. Feedback was that we should go to another T-mobile shop to get this done. Amazing to hear this stuff in such a competitive space - Recommend to stay away from T-mobile and their franchise "systems". read more

going to try AT&T , worst customer service dont bother asking for the manager for further help ! employees arent really bad you can tell their hands are tied but you had think their manager would be able to stand up and fix their mistakes ! wrong he is arrogant and unwilling to change his mind on a anything had an arguement with him trying to be right instead of helping me if you ask for a manager and Francisco Rosa comes out , i had say dont waste your breath read more