Tiara was quite helpful with my phone predicament, as my prior Samsung Galaxy A15 5G mobile phone model was causing SIM card connection troubles, preventing me from making and receiving phone calls or even sending and receiving text messages. Personally, I found all of this as an unusual phone ownership experience. Tiara verified to make sure it wasn't my T-Mobile phone monthly plan causing the problems, and she was correct. She went above and beyond to guarantee that my dilemma had nothing to do with my mobile provider. It turns out that my Samsung phone was defective. Tiara had to go out of her way to insert my physical SIM card into another of the store's phone models on display during my in-person visit with her. She was a really patient staff member with me. She then had to explain to me about what could be my possible next steps. I was eventually persuaded to activate an IPhone 17e phone model through their store location because I previously purchased my Samsung mobile phone from a different T-Mobile store location in the local San Jose city area (which I am now realizing I have very strange suspicions about other T-Mobile locations when compared to this dependable Milpitas Great Mall location). I had to return another day to get my recently purchased IPhone and have the eSIM for it to be activated in-person at their store. Aaron handled everything for me and made the activation process go smoothly. Of course, my authorized user/owner for the family plan under which I am enrolled had to be present in person. During my second visit in the store with Aaron, my owner asked Aaron questions unrelated to my IPhone activation process, and Aaron was incredibly informed and prepared to answer them all. Aaron made sure I was in and out of the store quickly. Thank you again Tiara and Aaron. read more

Walked in today looking to upgrade my phone and came out highly satisfied and content with my purchase and experience. Jessica is highly professional and concise in her knowledge of different plans and phone models and helped me narrow it down to exactly what I want. I really appreciated her patience and time in working with me. Thank you again Jessica. read more

Went in to just buy a phone, expected to pay about 1,000. Alex found us all kinds of promotions! He was awesome really helpful, extremely knowledgeable and PATIENT. The store was full and he was handling at least 3 customers at a time. He got us all kinds of deals and spent a good amount of time with us, he make sure we understood everything. We came out very happy and very impressed with Alex! I've worked retail 47 years and was very impressed with his customer skills! We have a closer T mobile but will only be going to the great mall from now on! A plus service! read more

Shout-out to Alberto for still honoring my T-Mobile Tuesday redemption for the headight. The fine print says it can redeem it until Wednesday but the app expires it Wednesday morning. Anyways, I'm gonna make sure to come on Tuesday from now on! read more

See all

Horrible customer service. They messed up on my account, and when i called to follow up on my account a week ago, the store associate said the manager would come in at 3 pm. I called at 3pm, and they said the manager left. I was told to call back the following week. Fast forward to the following week, I called again, and this time, I got to speak to their new manager, Rudy. I went over what had happened to my account, and he said he would call me the following day to confirm and check my account. I followed up to confirm if he was able to view my account, and then he proceeds to tell me he cannot confirm or deny he can view it and that he can't discuss it with me over the phone. I asked him why did he tell me he would call me tomorrow to discuss it then? He then followed up, saying he has too many things to do, and it is Tmobiles policy not to discuss account information over the phone and to come into the store. I do not recommend this store as they are not honest up front with their store policies. read more

I am waiting in line for service at this location as I type this... I was already in line and a family came in after me and one of the clerks began helping them right away. When I gave her a look saying I was next, the clerk ignored me and gave no explanation... No "We will be with you in just a moment." The workers here speak Spanish which some of the customers appreciate. I hope to change this review before leaving this store. Edit: Changing this review from 1 star to 3 stars because the guy who helped me was patient and helpful. He was quick to answer all questions. Maybe I just caught the other clerk on a bad day...? For the record, it was a long weekend and the clerks report it had been quite busy all day. read more

Just came in here and the girl with the blue/green streak in her hair was the worst customer service rep ever. She didn't want to talk about the promotions and just wanted us to leave. I understand people hate their jobs, but at least try. read more

Worst service ever been with them 17 years leaving soon. Always issues with their service they do nothing but make up excuses. Phone keeps flipping between VPNSOS messages won't go through. T-Mobile doesn't honor anything. They say they are liars. Be careful. read more

told this girl employee lucky i forgot her name that there was something wrong with my phone and she didn't know how to fix it so she just said it was a data problem when it definitely wasn't (because i had data) but anyways kinda useless visit fr but i went to the t-mobile app and talked to customer service though there n they were definitely more helpful then in person surprisingly. read more

Alex is awesome. He hooked us with a dumb amount of promos. Paid damn near nothing for 2 new phones. Super satisfied. Help me get him a raise. Request him. read more

T-Mobile Authorized Retailer - Dumb amount of stuff. - Mobile Phones Near Me - Milpitas, California

See all

This review is for JAY. Me and mom arrived early Sunday morning for an updated IPHONE. NOT SURE IPHONE 13 or 15 But Jay spent about two hours with us explaining, then I had to translate for my mom cause she no speak English. But I didn't understand and I wanted to make sure I didnt get into a pickle, cause I'm the YES TO EVERYTHING TYPE‍ called my cousin just to have Jay explain againWe ended up with IPhone 14 with a deal. JAY was super patient nice calm and answered any of our questions. Recommend JAY If you need anything or have questionsAlso JAY is very honest I am grateful,he did NOT pressure or convince in any way. HONESTY IS GOOD CUSTOMER SERVICE read more

This particular T-Mobile store is located inside of Milpitas' Great Mall and the quickest way to access the store would be through Entrance 6 [near the Century Theaters & Outback Steakhouse]. The store front is bright, clean, and spacious. Employees are welcoming and friendly- which isn't always the case at certain locations. I specifically dropped by in hopes of grabbing my Free T-Mobile Tuesday Scarf. This was my first time attempting to redeem an item and it was a complete breeze. Thank You Manny & Mikail [i hope I got & spelt your name correctly] for being so quick to greet and assist me. I would come back in a heartbeat for any of my T-Mobile needs. You guys are AWESOME POSSUM!! read more

T-Mobile Authorized Retailer - Store Front - Mobile Phones Near Me - Milpitas, California

Jay was the store employee whom was wonderful in assisting my family through the entire purchase process. He made sure to find an affordable plan that meets the needs of our family as well as exceeding our expectations when it came to his customer service. Not only did Jay made my family feel heard and cared for (including our kitten who joined us on our shopping trip for the day), but the entire staff was very welcoming and helpful. I will be a long time customer with T-mobile due to the exceptional service I have received and continued to receive every time I reached out or stopped by. I highly recommend anyone looking for great phones, plans, and customer service to see Jay at T-Mobile store in the Great Mall at Milpitas CA. read more

Worst customer service, system down and waste of my time and very disappointed will not comeback anymore

My Samsung Galaxy Grand Prime needed to be upgraded to a more current phone device. I have been a 20 year customer of T-Mobile and therefore wanted to maintain my phone number, my plan with T-Mobile, and wanted to transfer my data to the new Samsung phone. Blanca was very knowledgeable and patient in assuring me that all this could be done and step-by-step walked me through the process. While in the store, I noticed Blanca providing other customers with the same high level of customer support, answering their questions and assisting them with purchasing a product or service. I now have my contacts, texts and photos all transferred to my new phone! I will definitely be returning to this store and Blanca for my future phone as well as home internet needs. read more

Aaron was really helpful went out of his way to help us. I would recommend everyone to go see him when you visit this location. Keep up the good work excellent service read more

upon walking in we were greeted hmm so far so good. So we went in to pre order my son the iphone pro max and to take advantage of the current deal that t mobile has going on. I also upgraded to the iphone pro as well. So Alex the rep that helped us out was very kind and explained everything to me and my son. No pressure sales was a plus as well. Alex is very informative. With that said I would defintely be back and I recommed this shop for all your t mobile needs. The reps are all great !!! read more

Great customer service. Kevin was able to help us out with the upgrades. Would definitely come back.

Great customer service helped us right away. Had no issues handled us with the right accessories for upgrading a new phone.

Horrible customer service. I tried multiple times to speak with the manager Nahom about the unnecessary purchase not disclose all cost and return day to me, but he is not up to T-Mobile standard and he's a liar. Just be careful and read everything before you sign, they are not up to T-Mobile standard & they don't care about your money or you loose your phone number. I lose my phone # and I paid for 1 month plus for iPad. When you receive your monthly bill, or If you decided to return, you get the surprise of extra charges that you were not made aware of. Please please make sure to read everything before you sign. read more

I went into the store and all the associates were helping other customers and did acknowledge that I was there. I came in to try to trade in my phone for a s21 ultra. While waiting I overheard a worker, tall black guy telling a customer that he can not complete his order if the customer doesnt buy a wall plug in charger with the customers phone because "it would be a incomplete sale". Come on, its great that the employee wants to get his commission but to give the customer no choice, forcing them to buy a wall charger he did not want to buy isnt right. I finally got help from the store manager, he was great. I didnt know the store didnt have the phones with the bigger gigs. He checked to make sure he had the phones and told me that he had a few available. But I needed more time to think about it so i went around the mall to walk around. When I came back I had to wait a little before I got helped by employee Charly. He went in the back to check on the s21s. He came back out and said he had to wait for the safe to open up which was where the phones were. Ok i get it. So we went through how much the monthly would go up and promos. I didnt feel forced to buy anything so that was great. After he went in the back and came out, safe was still locked. He then went to help another customer. I sat there waiting for this safe to open for 20-30 minutes. Im pretty sure he forgot about the safe because I dont think it takes long. This was really frustrating. Why help someone else and forget the customer you were helping first? When the safe finally opened Charly came back and told me that the worker that just left sold the last S21. As I was waiting for the safe to open the worker, tall black guy was helping these 2 asian ladies that had a hard time understanding how to make a new password. They kept asking for help and he kept saying, "I cant help you". You could hear how annoyed he was with these customers. He also tried talking to them really slow. He tone was bad, he was frutrated. I get it but if you're employed to give customer service then I don't think customers should be treated this way. Without resolving the customers password issues employee ended up clocking out and leaving the store. He came out with his skateboard, dropped in on the floor (in the middle of the store) and literally skated out the store. All of this happened within 1 hour of being in the store. I have no idea why I stayed and even went back to get the phone. Sadly, I will not be coming back to this store. If the employee doesnt get terminated then he should be retrained. Customer service is a big deal for every businesses, small or big. read more

Worst customer service. I did not remember the name of the sale rep. But he is the tall black guy. He did not want to help and failed to create my order multiple times. Waste my time without saying sorry. I ask him if he knows when I can unlock a new phone, he said he did not know, he told me to call customer service. He looked very sick of helping customers. He added a charger that cost $20 to my order without asking my permission. I asked him why it was charged that much, he said he did not know. What the hell in this world that he know? He did not explain how the trade in work and talk as fast as want no customer bother him. If he has mental problem, do not help others read more

Extremely welcoming staff. They aren't pushy in any way shape or form, which is rare lol. Today Andy helped give me some updated info on my account. Wasn't able to upgrade today, but Andy and the other two gentleman at the cash wrap were extremely nice and had good product knowledge. Don't go down the street, come here y'all! read more

Sucks. Wanted to check out the iPhone and Apple watch but felt unwelcome. Will buy elsewhere. read more

We received the best service and Jacob gave us the best discount. We highly recommend coming here and ask for Jacob.

I went into this store to check out their phones and possibly change from Metro to T Mobile. I had $600 in my pocket and was ready for a salesperson to SELL me a phone. Since I didn't a;ready have my heart set on any particular phone. My current phone won't even let me answer calls half the time. Which considering this is the primary purpose of a phone, my phone is useless! I was greeted by a nice young lady who was mopping the floor. A salesman came up and asked if he could help me find anything. I told him I didn't have my eye on any one phone. There was a previous Samsung model I liked, but it had been discontinued. He showed me the next version of that phone. However, the phone itself was dead. So all I could see was the outside. I asked him what he thought of the phone, here was his chance to sell me on it. He said it was fine. That was it. Are you kidding me. I told him never mind. Obviously, he was really interested in selling anything. As I was walking out of the store, he shouted something after me about some deal they were having, but at that point he had already lost the sale. What was even worse is the one thing I do remember is that his name tag said Assistant Manager. What a joke! I will be taking my business elsewhere. read more

I have been to this T Mobile on several occasions, and I have always experienced excellent customer service. The employees at this location always go above and beyond to help solve any problem that I have ever needed assistance with. In my recent visit, Carlos was able to help set up a new phone for my elderly mother. He was patient, solved a complicated issue we were having, and was able to answer all of her questions about her new device in a way that she could understand. Thanks for having a great team, T Mobile read more

I want to thank Jay for all his help! This is the ONLY third-party T-Mobile store that I have been to where the employee geniunely wanted to help fix my problem, rather than trying to sell me new gadgets. Jay was very helpful, and although this was his first time exchanging a home internet gateway, he was willing to learn. I appreciate all his patience and willingness to learn, as this was the only T-Mobile store in my area that had it in their inventory. read more

So I've been with virgin mobile for years but I've recently started traveling and I get really bad reception in a lot of the places I have travelled to. It was time for a change. I went to Verizon but their customer service was super slow. I went to metro but they basically discouraged me from switching. I wanted a phone company with good customer service and good overall phone service. I went to this mall just to shop and ended up going inside the t mobile store to look at the phones. Vinh came up to me and after a short conversation I was not only changing my phone line but two of my family members as well. He has great customer service skills and he's super patient. I did not come prepared at all to switch lines. I had to call customer service for my phone company and my family members to get the account numbers and we were on hold for a while. He stayed with us throughout the whole process and made sure we were taken cared of. He helped us switch everything from our old phones to our new phones and he answered every question we had. Vinh was the most professional and kind sales associate I have met so far in my search for a new phone company. If you guys have some sort of recognition/reward system for employees I hope you guys apply it to Vinh who went above and beyond that day. read more

I usually dread going into a cell phone store because of the usually sketchy behavior and overly pushy salesmen and confusing logistics/payment options. I came to this Tmobile to for some service requests and I was met with Alicia who was incredibly helpful and went above and beyond with all my requests, researching answers to all my questions and potential promotions and did so while remaining patient and polite the whole time. I ended up also ordering a new phone and she went out of her way to explain all the costs to me. I definitely have no problem coming back here for future requests and orders. read more

I came in about 5 minutes before closing, Isiah was an amazing help and provided great customer service. He didn't send me away and the two manager there to assist him were also very kind even after keeping them in the store past closing. Thanks!! read more

I went to this store. And Gerald and Isaih they help me to unlock my iPhone they were helpful. All the personal from this store are professional and the costumer service are great and I strongly recommend to anyone to go to this store. I only recommend to be patient because since COVID-19 is hitting us they reduce the capacity for the person inside the store otherwise costumer service is great thank you guys you are awesome read more

We have been very pleased with T-mobile and now we found our favorite T-mobile store at the Great Mall in Milpitas because of the high quality service we got from Manny. Besides installing a tempered glass for my wife's phone, he took the time and the initiative to review our plan and offered options to make it even better for us. We appreciate Manny's skillful, highly efficient service; and we look forward to coming back to this Store. read more

See all

Phenomenal service at this location. I came to the Great Mall location just to work with Gino. I had worked with him before at a different location and he had hooked our family up in several ways. Gino takes his time with you and you get feeling of comfort and low pressure with him. He is extremely knowledgeable of the hardware they sell, as well as the services they provide. It is very nice to work with someone like this because they can look at your individual situation and find something that can work for you. There are folks out there that just don't have the experience to do what he can, and there are people out there that don't care enough to go the extra mile, or spend the extra few minutes with you. Gino solves that problem. I never feel pressure or anxiety when talking to him. Thanks T-Mobile for getting my entire family up and going with awesome plans at very reasonable prices! read more

Had to get two phone screen protector replaced, and Mr. Owen took care of us quickly. Replacing the screens perfectly and efficiently. Got us in and out in, in what did seem like a busy time. Super friendly, he did try to convince us into Apple watches. Nice try, sir. But maybe next time! Thanks again for the new screen protectors and great information on other products! read more

The worst customer service experience I've ever had. Jakhari was the sales rep and did not listen to a single thing I asked for. I don't know if he's new or if he just does not do any work. I told him I did not want my phone number to be changed during the transfer and he ended up changing both my grandma and my numbers. We also had a phone upgrade planned for that day and he did not want any part of it because he did not make the sale. Jakhari only wants his commission and will not help you unless he sells you something. He told me to come back the next day and see the guy who made the sale. He made multiple mistakes and blamed it on "feeling tired"... You're better off calling T-Mobile customer service. read more

Be careful about the sales practices run at this branch, they are not up to T-Mobile standard. Please note this is a franchise ran by a third party vendor, and not a corporate T-mobile store. Sellers will force unnecessary purchase and not disclose all cost with specific items. When you receive your monthly bill, you get the surprise of extra charges that you were not made aware of (more below). I went there to determine how much my phone was worth for a trade in. After a few minute in the back with my account information, the sales representative came back telling me I would get a $400 credit if I get a payment plan for the value of the new phone. I could only get credit and trade in value of the phone if I went with the payment plan. This seemed a good deal since it offset some of the cost of the new device. In addition the sellers throw in a free device (mobile Tracker). I only had to pay for taxes. I asked multiple time if there was any recurring cost associated with this device and the seller told me no, I only had to download the app and I was set. With the sale of the new phone, I was also forced to purchase a charger. I told the seller that I dot not needed it since I have a lot of charger already. The seller told me older charger will affect the battery warranty and he could not sell me the phone without the charger otherwise it would be an incomplete sale. I asked about the $400 credit that did not show on the receipt. He told me that it will appear on my account when the trade in phone will be received by main office. The same evening, I checked my T-mobile account since I received some text letting me know that my new line was active. When I checked my account that day, a new line was added for the tracker with a monthly fee. I called T-mobile customer to cancel this line. I also mentioned the requirement to buy a charger with the phone and the customer service representative over the phone was not aware of this requirement. A couple days later I returned to the store to return the unopened tracker as well as the charger. I explained that I was using a wireless charger and did not needed the charger. The sales associate took my items back. When I look at the return receipt, I noticed a discrepancy in the amount retuned: I was expecting something around $30 and the receipt only showed $7. Charger was $20 and the tracker was only the taxes since it was a free promotional item. There was a $20 fee to return an item that was given to me free. The sales associate did not mention it when initiating the return. When I ask to cancel the return transaction, I was told that was not possible since it was processed. I asked to have it reversed multiple time and the response I got from the employee was to let it go it is only $30. And I am neither mentioning the tone nor the language used by the sales representative to address me when I was insisting on a full refund. I don't think this is acceptable practices. I have very good experience with T-mobile and have been with them for many years. This review is only for this specific store. I I also got the same speech from two different employee, which push me to believe this behavior is an expectation from the store management. Be aware before shopping there read more

Thank you Francisco for being super patient and helpful! Came in for an inquiry and he explained everything thoroughly (multiple times) which then helped us decide to switch over. Thank you so much! Also shoutout to Zabi for helping my boyfriend out as well read more

This T-Mobile store has impressed me in South Bay. Went in early morning to get a simcard for my mom and add a new line to existing account. Thank God, Alicea Mariscal was present in store to help me. She understood the problem in less than a minute(No other associate in nearby T-Mobile stores could fix it :(), proposed two different solutions, talked with Customer Support to get me a San Jose number(408), activated it in less than five minutes. Something other couldn't do in 2 hours, she did in matter of minutes. If you are her manager reading this review, she deserves a raise and promotion bundle to keep doing the great things at T-Mobile. Thanks Alicea, you are awesome and nothing less than a ROCKSTAR!!! read more

So I went into this store on 10/16/15 to trade in my phone for an iPhone. My FIRST iPhone to be exact. Ever time I visit this store, the customer service is always incredible. The person who helped me out this time was Alicea and omfg if she didn't make my life easy!!! She was quick, knowledgeable, and slays at up selling. Lol. She helped me set up my phone so when I got into it I didn't feel like a complete martian. If I could give this store 20 stars I would. Highly recommended!!! Thanks a bunch! Reign_Clouds read more