Horrible Customer Service the Man who works there is a despot he has a horrible attitude. I When there because I had questions about my bill, this job is definitely NOT FOR HIM,he would better NOT WORKING THERE. Heneeds to understand that for the customers he has a job If there are no customers, there is no job read more

Had an issue but Will helped me through it! Very patient and nice guys.Highly recommend this tmobile location.

Easy parking, located next to Whole Foods Walked in on Memorial Day around 2:30pm and was helped immediately Easy upgrade process Oscar walked me through the whole thing including data transfer and setup of new phone. In and out in less than an hour. Great experience. read more

We walked in at 5 minutes to close and they wouldn't help us change out the phone for a new one because they were closing soon. They said it would only take 20 minutes to do and still said to come back in the morning. Very disappointing and unhelpful. read more

I was in the store to look at an Apple Watch and try it on. I was told they had the 45mm in stock. They gave me an employees old version to try on. I had a two year old with me and told them I was short on time. They told me they checked the safe. But the series 8 45mm was in the other safe on a timer that would take 7 minutes to open. But it would be quick. I said OK I'd be right back and run in pharmacy next door. Came back and they were with another customer. I waited for about 5-10 more minutes they saw me there. Another employee asked if they could help and I said sure that person was helping me but they needed to get phone from the safe that was locked. They asked if they could help me and I said sure. They went to other employee and came back to say they needed to help me. They came over a few minutes later to tell me they checked and were out of that but had the SE model. They could get me that or prefer what I wanted. I said that's so messed up you knew I was short on time and I'm here with a 2 year old. I left the store angry. Then realized it was all a lie to keep me around to either sell me a lower model or the sell to ship it to me. How messed up to lie so many levels and leave me in that situation with the small child. read more

I was told it would be a 30 minute wait. After an hour I ask the attendant and she was unresponsive and unsure. I asked why my name kept getting lowered. She didn't know then became silent, uninterested and rude. I asked for her name and she refused. to give it to me. We waited 1 hour and had to listen to cartoons, xmas music and construction simultaneously. This would have been fine if the "anonymous" attendant had been polite. read more

While vacationing in Carmel this holiday weekend, my phone froze. I tried to unfreeze, yet my screen was a bright green and wouldn't let me even turn my phone off. Add to my dilemma, my guys phone wouldn't alert him of incoming text messages. Not being too phone savvy, we found this tmobile closet to our hotel. Tmobile representative DAVID was outstanding. He knew exactly how to diagnose my issue and my guys. He was calm and collected and asserted himself in such a way that providing superb customer service. We left with both our phones in working order! My android and my guys Apple!! Thanks again, David! read more

Wonderful customer service! Staff went above and beyond to help me when my transfer to my new iPhone was problematic. They figured out the problem and helped me get everything sorted. My new iPhone is running perfectly and it's all because staff didn't give up and figured out the issue. Thanks! Highly recommend!!!! read more

My wife and I came in to get the glass protector on our iPhone 11ProMax replaced. Fortunately, we are on a plan that we get to replace it for free anytime we want to. We came in and we were greeted by a young man named Clyde. We told him what we needed and he promptly went to work. Within 10 minutes, he replaced both glass protector on our phones and did it flawlessly. I told Clyde that his customer service was excellent and he was grateful. I wanted to commend Clyde because this young man was the epitome of professionalism. I'm sure that T Mobile trained him and has expectations to provide excellent customer service but what we saw with Clyde, you cannot teach in the work place. It is learned at home. This young man was raised right. Kiddos Clyde for being a wonderful young man. So glad to see someone like you in the up and coming generation. read more

Absolutely horrified by the customer service given but the short haired lady working nights! Had gone in on Wed night and asked about upgrading I could tell right off the bat she did NOT want to help by the interaction we had with her kept telling us it's best to just wait when it's really not a difference told us that maybe try in a few months but upgrade is don't this month! So we left but I really wanted to the phone so we had done some shopping and went back and I wanted to ask a couple more questions and boy that really didn't sit well with her she even said "as I said before" you probably just want to wait... so me being me and not wanting to get flustered we left! Friday comes around and I decided it's MY option to upgrade or not so we just prayed she wouldn't be there and it would be someone else!! We walked in about 630 had a nice newer gentleman Andrew (he had a name tag on, she did not) we started telling him we wanted to go ahead and upgrade our phones he started to crunch our numbers for the new plan and phones and had to go ask her for help (big mistake) he comes out about 5 min later and says "oh sorry we won't be able to transfer phones here anyway only apple can do that so maybe try Best Buy" so I said well that's not true because I saw a girl in here two days ago getting new phone and they transferred it for her.... As soon as I said that she came flying out of the back full of attitude and said "we have no more iPhone pro max I sold them all!!!" So I had to ask "do you just not want to help us" and ooooohhhh boy did she flip. Started cussing at us, licked poor Andrew in the back so he wouldn't talk to us told us she was calling security because I asked for her managers name or number or her name at least.... All because she was lazy and didn't want to do it!!! I have pics and video of it all so just be careful when you go to this store!! I have never experienced someone so unprofessional in my life! She needs to loose her job! If I could leave 0 stars I would! read more

Estoy satisfecho con el servicio y con los asociados de t mobile, en cada pregunta o cambio de teléfono, siempre me han dado el mejor trato. Gracias T mobile read more

I had a great experience at T-Mobile today with Andrew Alonzo, a very professional, patient and polite knowledgeable T-Mobile staffer. I was switching back to an iPhone from an Android with lots of contacts, apps and more. It took a while but everything went smoothly. Andrew did an outstanding job of making this experience far more pleasant that I've experienced at other phone company stores in the past. I have found T-Mobile employees to be smart and helpful and enjoy working with this company for my many accounts. However, I wish the store would host seminars on getting the most out of your smart phones and watches in the future. It would be a great way to attract more customers, too. So, highly recommended! read more

Went into this store to switch from Verizon. The girl told us they give $200 gift card per line switched AND $800 per phone paid off. We submitted all the paperwork for the promotions and was told they only do ONE of the promotions. That's NOT what we were told in the store. Poor communication between the actual stores and corporate. I'm just gonna switch back to another carrier. Good job honoring your promises T Mobile. read more

We arrived at the store at 10am on Thursday 8/12 when the store opened and my husband and I were 3rd of the 5 customers in line and Roberto was the only employee available at that time. We waited patiently until it was our turn which we waited about 20 minutes. Roberto started to assist us as he was assisting another customer at the same time. My husband and I we're transferring my phone service from xfinity to T-Mobile and his from sprint to T-Mobile. We discussed with Roberto we had been in the day before 8/11 and spoke to two of his coworkers about switching carriers and they had mentioned a promo of 25% off which would total or bill to $105 a month for the two lines. Roberto stated the two other employees had misinformed us and that they were new and didn't really know there job that it was only 25% off of the line being transferred from another provider. Roberto started to get things setup for us and needed further assistance from Keisha to finish these processes. When Keisha took over she never looked at my husband and I when providing service to us not communicated what processes were taking place. We had to ask several times what was being done as our whole visit in this store took over two hours (we left the store at 12:20pm). The whole time we were at this store we notice there were no chairs or benches to sit anywhere and I myself am 8 months pregnant and ended up having to stand on my feet the entire time we were in this store. Overall our experience in this store was disappointing and we found the staff to be unprofessional and lacks customer service skills. read more

Sam is a wonderful, kind employee! He assisted my husband and I, and gave us such a wonderful experience. He knows his stuff and isn't pushy about anything. He is great!! read more

16 beautiful years Great connectivity Great plan Can call anywhere in the world for fee mire $ a month I don't like them... I LOVE my t mobile read more

I would love to leave no stars for this specific location, the lady with short hair was so rude and didn't want to assist me what's so ever. She said she didn't want to deal with me and walked away from me then shut the door on me. So I went to AT&T and the service was so much better and they let me upgrade to a new phone and hooked me up with a good deal read more

Stopped in to this Del Monte Center T-Mobile yesterday to upgrade my iPhone to the 11 Pro. Keisha (sp?) was great. She walked me through what I would get if I traded in my old phone, if I paid cash out right, and then told me about a promotion they were running (that ended today). She also wrote everything out on a piece of paper for me which was really helpful. I still have it. I was a little disappointed that the store didn't have the phone I wanted in stock so I went home, thought about it for a while, decided to take advantage of the promotion $350 off, and ordered the phone through my online account. Just wanted to give a shout out to Keisha said she help me so much. Wish she could get work points for the sale. Even online is out-of-stock, btw, so it'll be a couple of weeks before I get my phone but at least she set me up with the info I needed. I appreciated that. I'd recommend both her and this location. See ya there! read more

I came in to port my number to a different carrier. However, things got messed up for some reason but Julisa helped us out so much. She stayed on the line with the customer service rep from the old carrier for 2-3 hours and solved the entire issue. Major shout outs to her! She deserves to be promoted beyond manager. read more

Every time I go to pay my bill in store when I'm in the area (Apple Pay + Apple Card = 3% back) they tell me their Apple Pay system is down, and then I ask them to try anyway and it has always worked..... so I am not sure if they are lazy or misinformed but it has been months and it's a fail. Edit: I called the number.... they were confused why I was calling. The guy basically said their systems is basically hit or miss when it comes to working... but I don't necessarily believe that. Also, in the future, they could just comment and say that since there was ZERO point for us to actually converse over the phone. read more

I went in and asked a girl for help and she said "you have to do it on your own". I asked is there a way you can look it up for me? And she said no. I went to a different T-Mobile store and my experience was completely different. The worker helped me out and all they needed was my phone number and to ver my ID. read more

I had a great experience working with the young man behind the counter. It's always helpful when someone does well at the art of crosstalk and doesn't make it all about business. It made setting up service pass by a lot faster. read more

I needed a new phone & wanted to change carriers. My husband & I went to T mobile to ask questions but not commit. We were treated so well, with every question answered without pressure. We decided to go with this company, not because of the promotions but because of the respectful way we were treated. read more

Julisa, the manager at this T-Mobile location, is extremely professional, knowledgeable, and helpful. By far the best service I ever received from any representative from T-Mobile. I highly recommend this location. read more

Absolutely horrific service now a new update. What would take me less than an hour to complete as far as work now takes me 4 hours to finish. In addition I have noticed no one can call me unless I drive away 10 minutes from my home in order to get some signal. In addition the signal has now worsened and it goes from SSO to nothing where I can't even make an emergency call and no one can contact me when I am at home. I would not recommend this service as I said before now I'm stuck having to pay this immoral company until I pay off the phone in full as they will not unlock my phone not even if I paid them off for the phone and pay a seperate phone company. That's how they get you. Again, I should have known to research the satisfaction reviews as they are mixed worse than ATT and Verizon. In addition I say we should boycott phone companies once we finish paying off a new phone with them because they're is no sense in paying the full amount afterward when we can be paying solemnly for the phone line and cellular data if applicable. read more

This is a beautiful new Tmobile store in Monterey. Staff are friendly and willing to help. Store is still relatively quiet so there's no long waiting periods. The store is located in the upper section of the mall next to PetCo and Whole Foods. read more

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Went into the store for a issue with my new cell phone,talked with Gavin he is a smart ass. He said you know that your phone comes with a manual you just read it instead of bothering me. Thats great CUSTOMER Service that dude needs a attitude adjustment,his manager needs to teach him customer service skills. read more

Keisha hands down the greatest customer rep at this location hands down! Great work giving me a honest answer and help trouble shooting my Girlfriends new phone so we don't have to waste a trip in store while on vacation! I will continue to do buisness and honestly really considering running a business account through you guys for my company! Thanks a bunch! read more

Ivan is amazing he helped me out with my iPhone upgrade.Great service all around. Everyone in the store was super helpful.

Some of the personnel are more helpful than others. It's probably standard in the industry to make it a bit of a pain signing up for a phone plan, and some decisions are made a corporate level, rather than by the store, but it doesn't make sense to me that I have to call someone in India to change from one T-Mobile plan to another when they have people standing around in the store doing nothing. Not sure how this place stays in business, as the last couple times I've been in there I was the only customer. read more

As a first-time potential customer to T-Mobile, I was very happy with my first experience at this location! I was in the market for a new phone/carrier and was explained the process of both very thoroughly by Frank, who was nice enough to write it out for me to see all the numbers on paper. I was interested in the iPhone trade-in offer so we did just that; unfortunately the 11Pro Max was out of stock so it had to be ordered (wait time was expected to be 2 weeks) and it arrived in less than a week! Darvyn and Frank were very helpful when helping me set up the new phone and I left a very satisfied new customer read more

Unpleasant experience with Gavin. No effort, very flat, no genuine interest in answering a couple of very easy questions. I have loved my T-mobile experience until this brief encounter. I will be in the market to upgrade soon and he would definitely not get my business. I asked about a new phone and some of the differences and he could hardly be bothered to explain them. But he pointed and said "you can go look at them". Duh. You want me to spend $1000?? Please how a little interest. read more

I went in looking for a cell phone and Sam was super knowledgeable about all aspects of T-Mobile's plans and cell phone specs. If you're ever in need of a go to guy who knows his stuff, Sam is the man at T-Mobile at Del Monte shopping center. read more

I went in to inquire about switching from Verizon and walked out 30 minutes later all set up thanks to Sam. Great customer service experience at this location! read more

Ned's and lupe are so so so amazing!!! They helped my mom and I work throughout all of our problems. It's was even lupe's first day but they were both really patient and professional employees, they even stayed an hour after closing time to help us out!! They are great and I definitely recommend this location!! read more

Dane and team hooked it up with some great service! Easy peasy trading in my iPhone 11 for the new 12

I had waited for 45 minutes, and he just said not only you wait here,, thats not how to service, i only wanna ask how to reset the pin , they just say call 611 that's it, you guys can ask me what i need ,if you know the answer just say call 611, I don't need to wait 45 minutes only for that answer read more

This is the best T-mobile store! Not only is the space very clean and the showcase offers a wide variety of options, the staff is amazing and knowledgeable. This review is over due. My boyfriend and I have been to this specific store more than a half dozen times and every time we visit our experience exceeds our expectations. Moreover, I hope management reads this. Johnathon was an phenomenal T-mobile representative. He helped explain all sorts of options and when we had an issue that needed to be addressed over the phone to another rep. he was more than willing to call and speak to not only one, but three reps including a supervisor to help us get the best results. He was friendly, patient with all our questions and concerns. Whenever we have an issue we love going into the store to ask because we know we will always be greeted with a smiling face and someone who cares to help us! read more

Ok, T-Mobile itself is like all of the other phone/internet/cable etc. companies. Terrible customer service. They offer all of these promotions but cannot deliver, & you end up having to compromise just to get your order completed. We ended up going back several times because just about everything that we thought was taken care of in the store was screwed up by T-Mobile itself. When dealing with their customer service, they just lie & tell you what they think you want to hear. It was a joke. We ended up having to cancel our order and start over. Fortunately for us we dealt with a couple of guys on the local level that honestly wanted to give good service. Clyde, & Dave did everything to get us what we wanted. We did have to change things up because T-Mobile just refuses to keep a stock and although they tell you that your product is on its way, the reality is most of their stuff is several months out for delivery. We stuck with them mainly because of Clyde, and a certain service that was going to meet our needs. So if you have to go with T-Mobile, go in here & only deal with Clyde or Dave, even stay away from the little fellow who calls himself the manager, he should be working in a snackbar somewhere. This guy has no spine & says one thing but has no intention of doing it. He is completely panic stricken with any kind of issues happening. read more

I came to pay my bill and right away I was greeted at the door. The staffs were very helpful and nice and also they're wearing mask and staying safe during the pandemic. I will Definitely come back and I appreciate the Customer service. read more