My husband and I made the switch from Verizon to T-Mobile (after being with them for years). All I can say is make sure you ask for a print out of what you're getting. The girl who signed us up said that a 3rd line was INCLUDED for no extra with our family bundle. We were then told that other accessories were thrown in for FREE. Just to find out our monthly bill was over $300/month. When we tried to cancel the line and return the products that were unopened and never used, we were charged a restocking fee. read more

I was visiting family and my phone was having issues. I was close to the mall and hadn't been in a while. I was welcomed by KB right away. She was friendly & knowledgeable. She was able to explain what was going on with my phone & walk me through the steps so I am able to fix it myself if I need to. read more

Reason WHY I gave 1 star, there was no option to give NO STARS!!! NEVER go to this T-Mobile, we arrived 10 minutes before opening and when it was time to open, the girl ANGIE already looked like she didn't want to be there!!! She was so salty from the time we walked through the doors and we should've just left, but we gave her the benefit of the doubt.....well that was a mistake!!! Everything we asked couldn't be done in-store, so we agreed to do it her way and everything seemed fine, she said she would go get the new phone or we could order it, my daughter called Customer Care and found out that she could transfer her number to our account in 2-3 minutes, which this girl ANGIE said it would take 3-30 days to do so, the other guy employee looked lost, but just agreed with what ANGIE was saying. When I confronted ANGIE that customer care was taking care of the number change and it would only take a couple of minutes, her whole attitude and demeanor totally changed to worse!!! Long story short, I did tell her if she DID NOT want to work, she should've NEVER came in and walked out!!! We went to T-Mobile at 2700 North Texas and was greeted by IRMA & KAYLA, IRMA assisted us, talk about a total 360 in customer service, these ladies are awesome, knowledgeable and PROFESSIONAL vs Ms. RUDENESS ANGIE!!! read more

Came in to try and upgrade my phone. The employee didn't seem interested in helping me, looked into my account and told me the deal I was interested was no longer valid, but it was. Then we were interrupted by another employee who asking our service rep for money. I walked over to the gateway location where I received just the best service. read more

My brother needed his phone replaced so he went to this location. He is on my account, and they told me the only way for him to upgrade in person without me present is if I gave him admin access on my account. Over the phone I asked repeatedly if there was a way for him to just upgrade it without me there or without changing account privileges. I explicitly told the salesgirl I was uncomfortable giving him admin privileges because he is specially-abled. He is unambiguously specially-abled, and I also informed her repeatedly of this fact. Got my bill today and they sold him extra protection care that costs almost $20 a month. They enabled him to do the SPECIFIC thing I warned them I was concerned about. Let me state this as clearly as possible: a saleswoman at this T-mobile store took advantage of a mentally challenged man after being informed he was mentally challenged, and being told told the primary account holder was concerned about him accidentally making changes to the account. I REPEAT: SALES PEOPLE AT THIS T-MOBILE STORE KNOWINGLY TAKE ADVANTAGE OF SPECIALLY-ABLED PEOPLE. To that salesgirl, whose name I don't know yet but I am working on it: my brother told me you were also rude to him and I defended you because I am sympathetic to retail workers, having worked retail myself for years. You ought to be ashamed of yourself. read more

I will never Go to that store again!!! Went there to get help with something and the sales girl ran over to help but in the middle of help she got on her phone looking at FaceBook like I wasn't there in front of her! Then she told me after 20 Min of being back and forth on her phone and NOT HELPING ME I'm going to lunch someone else can help (AND NO SHE DID'T ASK ONE OF HER COWORKERS TO TAKE OVER) I was standing there looking crazy!!! NEVER,NEVER,NEVER AGAIN!!!! TERRIBLE SERVICE read more

Angie helped me get a upgrade from XR to the 13 and Apple Watch she was great with explaining everything plus she recommended the perfect phone case I can't thank her enough! 10/10 Customer Service will be back! Location Upstairs Solano Town Center read more

Very pushy sales associate. Wanted a phone, gave me two options for price points/ plans/ etc. I told him which option I wanted after he fully explained the differences... and kept pushing and pushing for me to take a deal. After finally accepting which option i picked, they didn't even have the phone. Pushing me to order the phone, when I could drive to another T-Mobile store or city to pick up the phone. If i go in for a phone i need it usually right away, i don't care for free shipping i don't care if it goes to my house. "It'll ship free to your house" Is that suppose to entice me to buy it from you? Lol. It's 2020 free shipping almost everywhere to my house. Tip: don't be a pushy sales associate when a customer walks in already saying "i want to buy a phone" obviously i was going to buy. Lmao. read more

I can't consider how rude t-mobile customer service. I call around 1:48 pm today getting more info on our insurance claim. The associate who picked up the phone name kanji or kanji (he sounds like an Indian) gave me a wrong insurance number. I ring again and informed him that the insurance customer service number is not working. (Now this is after calling 3x on their 611 and can't get tied into their insurance department.) This is how he responds: 1. He didn't apologize for providing me a wrong figure. He was like "oh? It's not working?" In the back of my brain, I'm like what kind of CS is this? 2. I still maintain my calm and asked him if we can claim it to their store (Since when we purchased the phone his coworker never tell us that there is a copayment of 170+ for your lost phone. ) He stated if I chose to upgrade he can surely help me, but if not, they can't do anything. 3. I explained to him what happened during the date of purchased. I mean, I don't actually care if we need to pay. My point is to let them know, that it is really unethical for the sales person to sell insurance without discussing the co-payment. That is like lying to your loyal customers. It's not like everyone knows the policy. 4. Guess what? This T-Mobile Rep was arguing with me like we have a relationship for 10 years! He was explaining his side like he works hard for our relationship and I'm the bad one!!!!! Hello?!!!! I am your CUSTOMER, not your wife! Your job as CS: a. To listen carefully to the customer concern without interrupting them no matter how loaded they are. Write/record their concern, including the time of call, best contact #, and customer statement b. To thank the customer for choosing T-Mobile. c. To apologize for their bad experience (It doesn't matter if it's not your mistake) d. To give customers the best solution and IF you can't obtain a solution, refer them to the MOD. Job is done! 5. Here is the funny part, I asked him to spell his name and he hangs up the phone like our relationship is over!!!! Hello? Excuse me, Felicia?! Does T-Mobile customer service trained to debate and fight you like you're their partner, sibling, or just whatever? I am so confused on how they trained their employee. This is the same position I experienced last 08/08/2016, 10/06/2016 and today same attitude with their 611 representatives. Instead of listening they cut you off and argue. I always need to throw #4 then they start listening and let me finish my statement, but still now they don't come up with solutions! What kind of customer service is that? If you don't like your job, resign. Again, customer service is not for everybody! Chose a job that makes you happy! If you are not a people person stay away from retail that requires customer solution or interaction. If it's just me, I will call my local community for every commercial enterprise that can't trained their employee right, then everyone should stop patronizing that business. Remember, the customer is not alright, but you should treat them as if they are. read more

T-Mobile Authorized Retailer - My reaction while dealing with T-mobile Rep - Mobile Phones Near Me - Fairfield, California

My husband went to this store (Note: I verified the location address to the documents we received) when my phone had died, requesting the free upgrade if we remained customers for 24 more months (this offer was made on the phone by a T-Mo rep). Angela said that was not a problem, did the data transfer for $35, then proceeded to add other items to his shopping bag because "the protective cover is not in stock so I will substitute with these items". He asked twice "are there any other charges associated with these items?" and was told he only had to pay the sales tax for the value of the items...Next day, surprise, they have added a new phone line to our account at an additional $10 per month + taxes. We were out of town, so upon returning, I reviewed our T Mobile account only to discover that she had set up 2 installment contracts via docusign (a total of $372) to pay for all of the items, just a bit each month so most folks probably wouldn't even notice! While I was going to take everything back to the store, a T-Mobile Dispute Resolution rep (customer service via 611) agreed to take the additional items back, emailed a prepaid shipping label and agreed to honor the offer that had been originally made for the phone upgrade. The T-Mobile Dispute Resolution person apologized for the "fraudulent activity that I encountered in their store" and "assured that we will be looking into this". We have been T-Mo customers for over 10 years and have otherwise been happy with them-- total BUYER BEWARE going to this location--consider yourselves warned! read more

From my recent experience, it went smooth and the customer service was beyond exceptional. We wanted to get a phone for my daughters birthday, unfortunately it was out of stock. However the 2 reps who were working with us went out of their way get the phone for us just in time. I can't thank them enough for their help and the amazing deal they provided us. They helped secure so many smiles! Thank you! read more

Discussed with the T-Mobile rep about transferring my business landline to an Iphone. I was told it would require my landline account number and pin and if I did not have that information with me, I could walk to to the AT&T store and obtain it. After I obtain the requested information, it would take no more than a two of hours to transfer the number. After two hours, I was told that the transfer of my business number to a cell phone would take up to 7 business days. In addition, I could not purchase the phone I wanted until the transfer has been completed. That was unacceptable to me. However, to make a bad situation worse, I could not cancel the transaction to change service, as the business number that I've had for over 13 years would be lost. So I was reluctantly purchased a less expensive phone than I had plan to preserve my business number during this transitional period. As I've had an Iphone for the past seven years, I'm not the familiar with Androids. She placed the phone in the bag and handed it to me without going over the features or explanation as to how the phone works. I had to asked for a basic overview of the phone. The rep had the nerve to be annoyed when I asked her to review the features of this phone. The rep made representations that were not true or accurate. The process took longer than it should have. She had to start all over again with her call to customer service main. The rep and the other individuals working there lacked the knowledge to provide the service I requested. I would not go back to that location for any further assistance. As of this morning, I cannot access any thing on this new phone and the landline is still active. read more

We came to this location for assistance with a new phone. And I wanted to say thank you CJ for all of your help!

Terrible service experienced over the phone: I couldn't find a way to leave a review for T-Mobile's customer service crew on here so I had to choose a location of a retailer instead. I ordered a phone with 2 day shipping on the 16th because I got my other one stolen from me 2 days prior. The phone is still not here, the T-Mobile account I have says that it is being processed still, the order is not showing up in the bank account, and when I go to search the order using the order number, it says there is an error and that I cannot look it up. I called T-Mobile customer service 2 days ago and got the runaround. I was directed to 3 different people and none of them resolved the problem. I was told to download the T-Mobile app to check the status of the order several times after repeatedly stating that I have no phone or means of obtaining said app. I was also told that the phone was in their house to be shipped yet it still hasn't shipped. I better be refunded for the 2 day shipping I payed extra for because this is ridiculous and I'm already dealing with other hardships in my life right now so this should be the least of my worries. read more

Just walked off after standing around and waiting for about 30 minutes. I am going to open a family plan so i told the young lady when she asked. There was also a young man and they were both helping the poor clueless guy who didnt want to add the insurance on his new Galaxy S5. (But they made him buy it anyway) I wil have to go online or go to a different store but I DO NOT Recommend coming to this one, you might be a victim of these incompetent associates. You see, here's my problem: the other customer didn't have any clue of what he wanted, meanwhile, here I am just standing there while I already told the associate that I am opening the family account I'm not saying I should be a priority all I'm saying is each one of them could have helped each one of us, the customers. Doesn't take a genius to figure that one out. read more

I have been to this location 2 times with help from the same associate both times. And both times she seemed like she did not want to help me at all. She walks up to me almost dreading to help me. I asked her a simple question and she told me I needed to call customer care to get further assistance. Ok fine. So I asked her for the number to customer care and she hesitated to go get the number for me. When she came back with the number she handed it to me with disgust look on her face. I even thanked her for helping me but she did not care to reply back with a simple "welcome." I will be GLADLY taking my business over to AT&T. Absolutely ridiculous and unnecessary negative service I received from this location. Smh. I absolutely do not recommend this location whatsoever. Good luck y'all. read more

I had a great experience here. A very helpful girl, Jamie greeted us at the door and went over all upgrade options. She was fantastic all around. She even dealt with me teaming up on her and poking fun at her. She's an asset to the store. All of the employees were very helpful. Jamie even ported all of the contacts and installed the screen protector for my moms new phone. I was afraid after reading the reviews but Jamie and Aaron (manager I think) were fantastic. Perhaps try them again now. A completely different experience than everyone else explained. read more

I'll keep these short and to the point. Jauwon, the manager, (Sorry if I'm butchering the spelling) was super helpful and helped us upgrade all of my family to iPhone 7's. He was detailed and thorough in explanation, showed patience when we asked multiple questions, and showed us the cheapest pathway in regards to the upgrade process. At the end, he apologized for the wait and thanked us for our patience, although he didn't have to - we completely understood how long the process can take, especially for upgrading FIVE phones at one time. Tldr; Jauwon is super helpful and definitely knows what he's talking about - don't hesitate to ask him anything. read more

FYI to all T- mobile customers, this is not a corporate store, I repeat this is"not a corporate store" that is why you are receiving continuous horrible customer service. I stopped going here when I was being charged for a sim card. I called T-mobile and they confirmed this is not a corporate store they are a franchises T-mobile store. West texas st T-mobile store is the corporate store for Fairfield. read more

Walked in and was nicely greeted by the employees CJ and Jason. We were happy to know they had the phone we wanted, iPhone 12 Pro max. CJ was very calm and nice. The process did not take long! My son is now happy he got his birthday gift on time!! Thanks guys keep up the good work!! read more

i went to t-mobile store located at 1350 travis blvd, fairfield ca because my phone was locked and how many ways i tried it was not working. Guillermo and Wesley helped me to communicate with customer service of apple store to figure out why my phone is not unlocking. I hope my phone issue will be resolved on monday since apple has to send me some code in email on Monday. Guillermo and Wesley provided the best service which i really appreciate. Thank you T- mobile team. -Rajana read more

I've been in there twice, the 1st time helped by Rae & then Tiauni. The 2nd time was just Tiauni. Both associates were Very helpful & friendly. The company T-mobile I'm Unfortunately Not completely happy with (Including the rude "help" I've experienced over the phone line) , being the issues that Keep coming up (not getting All my texts, pictures, calls, etc), & including being told (at a different location) in the beginning I Could use my Old phone & now I "have" to Apparently get a new one but at Least I can look forward to helpful, friendly employees to assist me at THIS location. They were Both a good hire. read more

Worst customer service.i went there i was been assisted by Angie wanted to separate a family plan bill.she told me i call t mobile customer service.i went home and called the nt mobile customer care the person assisting me was very helpful she did a confrence call and Angie claimed i was not at the store...busted i had to talk and she said she couldn't remember. I went back to the store where she told me she cannot help since im not the primary holder of the account .she asked me to contact my primary holder which i tried but she didnt answer her phone then.i knew her schedule she wasnt in a position to answer her phone.so i hanged around fortunately my primary holder called back and i went back to the store and she spoke with Angie. She gave a different story now saying she has to be in the store.she let me stay late at the mall 9pm a i was having 3 months baby.hell no im not going back there!!!still working on it. read more

Horrible customer service at this location in solano mall! Goes to show why people say that Att is more classy than T Mobile. I went here to get a new phone since my sister switched our plans. At first it started fine. I was being helped by Lonnie B. Everything was good. I got a Samsung s5 and he recommended the bundle with case, sd card, and screen protector. I said I wanted a case with card holder. And he said the one he gave me has it. As he was checking me out, that's when it all went downhill. He saw another lady come in and started asking her questions about her phone at the same time he was helping me. Now he's going back and forth in his computer between my info and the other lady. How rude! Pay attention to one customer. Then when I saw the case it had no card holder. He said, "oh it doesn't?" Then still proceeded to charge me the phone until I said I want one with a card holder. So he then he got me one with a card holder. Well this case had something popping up from the side. So I asked him is it supposed to do that? Well Lonnie is still going back and forth with the other lady and me and now messing up my transaction trying to return the previous case. Well the thing on the side came off as I was trying to figure what it was. I asked him 3x if this thing comes off and he finally said, no you broke it now. Well I told him that's why I kept asking and he didn't answer me. I said I'm sorry but not my fault. If you just paid attention to one customer this wouldn't have happened. Then the manager came to help saw the case and said fuck. Seriously? You're the manager and you're going to cuss. How professional is that? Then he gave me another case and now both of them look at me like I'm stupid and now ignoring me. Manager even ask the lady next to me if she's doing fine but not me. Don't go to this location. I am writing at formal complaint to their corporate office. If you want classy and professional go to att. If you want shady and ghetto go to tmobile in solano mall. The sales guy is Lonnie Barnes and manager is named Aaron. read more

The guy there does not know what he's doing. He said I couldn't purchase a phone in full for my partner because I wasn't an authorized user for the account. That's never been a problem before and if I pay in full that doesn't affect the phone plan at all. I'd understand if we were financing the phone, but no. The other T-Mobile on West Texas was more than happy to accommodate me. The employee said he'd check with his manager. I didn't see them have a conversation and to make things worse he said this was a policy issue. Every year, I buy my fiancée a phone and it's never been a problem - only at this store. He also wasn't listening to me when I said there was a particular price point I needed for my fiancées phone because I was paying in full. He kept talking about the $750-1000 phones that I definitely could not afford out of pocket. I don't feel like he was listening to me and wanted to only make my sale for the iPhone I was financing. Do not waste your time at this location. read more

My CSR was Rae I know I work him all but his Dedication to make sure I was happy before I left the store I genuinely thank you RAE I LEFT GOOD AND WITH A NEW ACCOUNT read more

I went to another tMobile location (on West Texas) and I should've known better because my experiences at that location haven't been the best. I waited for an hour with little to no help. I finally ended up leaving and going to the malls tMobile store. Best decision, the manager was helpful as well as DeShawna, and the rest of the staff. Go to the mall (upstairs) for the BEST customer service! read more

I like T-Mobile, and I've always found their online and phone support to be helpful. This store, however, is terrible. I went in with a very specific need, I knew exactly what I wanted, and instead of helping me the manager, Aaron, almost added a third line to my account without listening to what I was asking for. One of the sales associates, a young woman, was very nice and tried to be helpful, but didn't seem to know much. Another associate, whom I did not deal with, seemed to be treating his customer like she was stupid. Overall the staff here are rude, undertrained, or both. I ended up going to the mobile phone kiosk at the Fairfield Costco and got exactly what I wanted in half the time. Avoid this store at all costs. read more

Well we had Verizon and it was way to expensive so we switched to sprint and we thought there customers service was not what it should be so this is our 2nd phone with t mobil and the customer service was excellent the crew was outstanding kudos to Janicee and Isabel they took there time and went out of there way to set us all up thanks again... read more

The worst coverage you will ever have...absolutely terrible. I'm getting what I pay for and it is terrible coverage and the inability to even send a picture when the signal strength seems fine as their network is so poor. Run from their terrible service! read more

The employee implied that I purposefully broke the screen on my (new and insured) phone and would be responsible for the damages since "anyone would claim it was accidental even if they did it on purpose." He also said I should be glad it's only $175 for insurance instead of paying $400 for a new phone. Terrible service. Lack of tact. read more

The staff member Shawn was very knowledgeable about my desires, But this morning I went to T-Mobile in vacaville which is a corporate location looked and found that Shawn had created an Active account with a phone and tablet on it. Which I did not get that day AT ALL. I did not want to create an account that day and he was well aware and still did it without permission. I refuse to go to any store that is a third party because they will scam and lie to get the upper hand. read more