Juan is dumb as fuck he was mad since we walked in and this whole store needs to be shut the fuck down he don't know wtf he's doing and he need to clock out with that fuck ass attitude and they need a new manager read more

Yose representative was super nice friendly and helpful she is awsome with customers service skills I went to a different T-Mobile store and they had no customer service at all. I came here and they took care of me as soon as I walked inside the door very satisfied with her.she went to the extreme to make the transaction went thru she the best read more

T-Mobile Authorized Retailer - Metro by T-Mobile - Mobile Phones Near Me - Oakland, California

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**RACIALLY PROFILED & DEFRAUDED** I went into this store on Thursday to add a new device to an existing and dormant phone line on my account. When I went into the store, we approached the counter and I let the guy know that I intended to "add a device to a line". Without ever looking up or acknowledging me he starts scrolling on an iPad. I asked him, "Are you looking up phones because I can do that myself?" He eventually asks what phone I am looking for and I basically tell him I want a low cost device. He states that I cannot add a phone to an existing line, I must add a new line to obtain a device promo cost.. He tells me the first two phones I request are not in stock (and it is clear he does not want to help me). So I ask if he can call another store to check inventory and he says they don't share inventory which I did not ask. ALL OF THIS WITHOUT ASKING FOR MY PHONE NUMBER. ***Note I am currently on the phone with T-Mobile*** I continue to engage because I need to get a phone. So I point to a phone tell him it's the one I want for $99. He then asks for my account info and my ID. He never considered my account status when selling me the device that he clearly didn't feel like selling, though he offered the iPhone devices which was not interested in. [I told my husband I honestly felt that the guy made a judgment of us when came into the store. I don't know if it was based on our race or casual appearance or maybe the locale of the store Google maps routed us to.] Yet, as a Black woman ibwas determined to not be dismissed by this man regardless of his behavior. I eventually settled on a device. He told me I would incur a cost of $20 for the additional line, but my fees would be $4 a month. I asked him to explicitly outline the line item charges so I would not have any surprises on my bill. He said there would be a charge of about $16 per month for the phone and a credit of about $12 per month, having a total cost of about $4 per month. He never said, they monthly cost would increase by approximately $24 per month with the additional line charge for an additional line I DID NOT NEED. I finally had time and energy to contact T-Mobile today. The woman I spoke to was very professional, understanding, and pleasant. She understood this entire matter as I conveyed it. She said that I could have added a device to the dormant line one my account, but the phone that I had selected was an "add a line" promo. The guy did not explain that to me. Had he done so, I would have made a different choice. In fact, he suggested I had to add a line even before I eneded up selecting that device. In hindsight, he deprived me of the other devices to bait me into adding a line just to get a phone. At one point I wondered if he was attempting to meet a new account sales quota and decided I would seek resolution on the back end via customer service. I have not been made whole to date. I even called the store three times on April 23rd at 3:53 pm to complain to a manager. My calls were never answered at which point I left an angry voice mail stating that I learned online that I was not required to add a line to get a new device. Had I had that information I would have made a different selection, but this guy deprived me of that option when he defrauded me. I want T-Mobile to credit me for the cost of the device that I was manipulated into purchasing. The additional line charge has been removed, but now I am being billed for the phone with NO PROMO CREDIT. I WAS TRICKED. This experience was more overwhelming than it should have been. I think some people get. A kick out of thinking they have out smarter Black people. It's very sad. read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - Oakland, California

Why even bother to come to this store? Because it is in my neighborhood and si am glad companies like T-Mobile actually invest in my community and gives employment to my people. However, this store staff need urgent training!! It is full of youths that hang around, playing, not helping. My business was simple, dropping of a trade-in phone. I know the reason I couldn't do it was because I did not have "the return label" which they could have gotten if they actually bothered to look it up in my account!! Store manager Luis Cabrera didn't even asked me my name or phone number to look up my account. That is sad and terrible customer service. From top to bottom, someone needs to come and supervise this store! T-Mobile deserves better image. read more

They have a nice selection of phones and tablets on display, but their actual inventory on hand is very sparse. I've come here twice to purchase two different smartphones and both times they were out, and what's worse is that no one working there had any idea as to when they may be restocked. The sales people here are fairly knowledgeable about the phones they carry, and are always able to pair you with the right phone and accessories, but waiting for assistance can take quite a while; even with their sign in sheet and dozen or so employees. If you do come here and manage to get assistance, be sure to ask about phone bundles and discounts, as they can save you a lot of money through promotions and rebates. read more

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Manager was extremely rude to what seemed to be a new employee. There's a time and place for everything. Being a manager myself, I wouldve assisted the employee with the customer, then once the customer has left, wouldve patiently educated the new employee on the correct process. To the manager with an attitude: your employees dont make enough to have to put up with that BS. read more

Very Very rude staff. The manager was talking to me then disappeared and never came back. I had another staff member come back to me and say that they didn't have what I was looking, But this was after sitting for 10 mins while the manager came back and started to help another customer. Avoid at all costs. read more

As a consumer, you have probally called around to make sure a product was in stock and then made time to make that purchase. I purchased an Android phone from this store and paid an upgrade fee and tax, which came out to $200 during closing time 7p. I walked out of the store with a brand new phone; the box was still sealed. The rep told me to come back to get a new sim card and have my contacts transferred. I returned a week later and during that time decided that the phone wasn't for me and requested a refund. At this point, the store rep, his name is Hugo, said that the store's policy is to charge a $50 return fee. I objected and referred to the sales receipt that there wasn't clear language that backs this claim. The return policy was ambigious. It stated it may charge a fee for returns. The phone wasn't even used; the box remained unopen. I called t-mobile 611 customer care and explained the situation. T-mobile's policy is to issue full refunds under 30 days & agreed that the $50 return fee is not the norm. Basically, Ritmo Wireless, LLC has rogue employees that extort customers and hires sales sharks that lie, are dishonest, and work in a reward system that charges undisclosed fees to build their business. Avoid them at all cost! Unless you enjoy spending time fighting in a small claims court. read more

This place must have great sales, since they clearly don't really need my business (or anyone else's). Was interested in joining as a new customer and looking for an Android phone. First off, none of their floor models are functional. How am I supposed to know what phone I want if I can't play with it? This is particularly important if there is a wait, which brings me to my next point... There was supposedly one customer ahead of us to be served. Which is fine, except that there were at least three other employees not serving customers, and a new person walked in and got helped before we did. We waited a good 20 minutes before we left. No phones to examine, and crappy customer service. I'll buy my phone elsewhere, thanks. read more

I've been a customer for T-mobile for years but have never experienced such horrible customer service as I have at this particular branch. I've came to this t-mobile branch on fruitvale since it's slice to my house but have dealt with the same issue multiple times with the staff being rude and inconsiderate. They all tend to look at one another even though there are 4 employees in an empty store to see who will have to assist this bothersome customer. As I've previously stated this is an ongoing issue with the staff and management and they deem this behavior acceptable is embarrassing on T-mobiles behalf. I hope this comment gets to someone and makes them reconsider going to this branch. Please choose another, I'm more then sure they would be a much more enjoyable experience. read more

Do not go here. It's run by a third party company called Ritmo and is not a legit T-Mobile. They scammed me. They told me I had to turn in my iPhone 5s in order to upgrade to a 6 and this was supposed to reduce the amount I had to pay for my iPhone 6. So they took my iPhone 5s (which was literally brand new because I had to go through insurance to replace it because of a broken screen) BUT not only did they sell me the 6 for the same price, they made me pay $60 dollars, AND they are STILL making me pay for the 5s that they already took from me. I went to another T-Mobile location and an employee told me third party T-Mobile store will only try their best to rob you in this way. Unfortunately they couldn't do anything to help me. Still working on resolving this. read more

I came in yesterday super stressout and I got help from Jonathan. Omg let me tell you he was super awesome he answer all my questions and even help me pick out a phone I was comfortable with literally he had me in and out there was no wait, timing was perfect. Thank you Jonathan for all your help on the upgrade. all the staff here are super friendly and is really good energy here. Love the music read more

I have been a t mobile customer for over 10 years. Went to add another line to existing plan. One of the managers there has bad customer service. I believe there are two there, one of them is a taller heavy set person who is very, very helpfull the other one has bad customer service. Was there for the promotional free 4G phones valenties special, Person named Rex helped us out and has really great customer service.! I believe he is well equip to be a manager instead of the other manager who was helping us. He had to asked additional questions with one of the managers there, who gave us the wrong information when we went over the contract. When we arrived the Heavy set managers was really helpfull, no problems with him. But we got transfered to another manager for help, did not even introduce himself, The manager Im speaking about is slimmer person who has a bulky phone, here is where the problems came. He said we would qualify for the free phone if we paid "$200" and then get a refund back with in 6-8wks. then we would pay additional $20 month for 20 months for the phone, thats $600 phone with the promo, $200 refund if we accepted the plan. bAsically a $400 phone saving us about $200 for the samsung SII When we went over the contract, he said we would have to stay on the 5G package and could not switch is back to 2G once we sign the contract. . The rep REX just asked the manager wether of not we can do that the manager said yes, after you get the 5G just change to 2G the month after, tha plan we were quoted under $100 month with $20 month for phone for 20 months under the 2G plan. Besides that. ... That manager gives you the run around to a simple questions, example, " I currently on the1000 minute plan, and I want to add another person, We hardly use the minutes and we basically text more than we talk, our average monthly usage for the past year is less than 300 minutes per month, is there any other plans we can change too? His answer, well basically, the other person can use 800 minutes you can use 200. What??? then he goes on in explaining different rate plans for at least 5 minutes which makes no sense to the question I just asked. The type of plan we were getting he indicated that we would have to keep 5G, he explained that 5G is better because of tethering? I asked whether or not he thinks a 5G is necessary for a 10 year old? and If 2G is adequate enought if the phone is used in a wi-fi network will it make a difference? He went again to answer dismissing my question again, giving explinations other than the question at hand, his response was well if you dont use wi-fi then 5G is better, and then goes again in explaining other topics irrelevant to the question at hand.. He tries to confuse you by giving you a verbal run around of confusion? Does not listen to your question, and makes up his own questions in his head then gives an answer unrelated to the question. I just hope people read between the lines when they make an agreement. These reps get commisions, be carefull dont get fooled and dont get stuck in a contract your not satisfied with. That manager needs to get tips from the professional reps that work there. Much respect to REX and the Other manager who was very helpfull. read more

Jamie was thorough and very helpful. Great customer service. Took about 45 minutes to get a new phone for my daughter's line.

Every time I come in I get great help. Whether it's a purchase or simply to pay my bill. The staff is very friendly and respectful. They can get very busy so have patience, when I want to make purchases I set up appointments, especially for a phone. Lately I've seen a few people training and asking a lot of questions to their peers, they all put forth a great effort to provide great service. The staff here is very resourceful (it's great to know I'm getting the correct info) Highly recommend this store. read more

Worse customer service EVER.... We want to transfer to lines from verizon. Silva was helping us and middle of transferring the phone lines, she just disappeared. Here comes Mr. Luis Cabrera attitude guy. He don't know what's going on and where silva left, in the middle of transition????????????? Biggest mistake to come to this store. Please BE AWARE. I wish I could take away all the star from them. They deserved no star. read more

So I went to pay my bill yesterday. I counted twice or maybe even 3 times $248.00 and unbeknownst to me, the female put $148.00 in the computer. She asked me for my email address to email the receipt to me. This morning I get a text saying I only paid $148.00. God bless her soul...hopefully for her it's her off day, because at 10 whoever's there will feel my wrath. Very poor customer service always...they never know what they're talking about! read more

To the Tmobil.staff i dont know if thise is the correct store but in. One of them Federico n another emplyee cant remember hes name anyways my thing is that i went to go pay my bill i was next in line n federico took the next guy after i been wating over 25minutes im very very disappointed thise is the second time it happends read more

Came here about 2 days ago with my mom as an emergency since she misplaced her brand new LG K7 phone while we were out. We were immediately greeted by Jonathan and federico. Mean while Federico patiently listened to My mother as she explained the situation. She was afraid that since she had bought it originally at a best buy that she wouldn't be able to get a phone there. He eased her worries and assured her she'd be able to walk outta there with a phone she felt comfortable with. After about I'd say...45min we were out of there. My mom happy cause she has her phone and the service was excellent and efficient. She hates having to come into the stores, she says their pushy etc. She really liked it here, plus their bilingual which is a big plus! Thank you guys! Your great! read more

I went in last week to add my daughter's cell phone to our plan. I was helped by Federico and he did a great job. He is very informative with current my current plan and knowledgeable. I will definitely come back again if i need any help. It was an pleasant visit. Thanks for the follow-up phone call. Great service! read more

Worst experience ever!!!! This review is not about this particular store but about the company itself. I did all my business with them over the phone and online. I got a Yelp account just to post about this company. I normally do not complain about high charges if they seem fair but, this is an exception. They could not explain to me why they were charging me for a full month and other extra charges even though I didn't even have the phone for a full month. I had the phone for less than a month and they got over a hundred and sixty eight dollars from me. The do not work with you, and are not able to clearly explain themselves. Worst phone company. read more

The store change location to 3509 international, almost all the staff is new but the environment is great, great promotions with iPhones and tablet, also electronics as speakers or beats headphones. read more

Really long to get service. Took me about 50 mins to pay my phone bill. Do not recommend. Wait time is rediculous.

I went to this store, and was greeted by Luis and Federico. These gentlemen were kind, attentive, and really listened to my needs. I ended my relationship with Verizon after 9 long years! Luis answered all my questions and concerns. It amazes me how much knowledge Luis had, about the cell phones, and plans; he has set the bar high! I am glad to be a part of the T-Mobile team! I will refer all my friends from the bay area to Luis & Federico! Thanks guys! For a job in customer service EXCEPTIONALLY DONE! read more

Fantastic customer service. I went in here after doing a ton of research on smart phones with a ton of questions, and Jazmin, a sales-rep, was very knowledgeable and answered them all. Even though this location is targeted towards Spanish speakers, I'd recommend it to anyone. All of the employees that I dealt with were nice, knowledgeable, and honest about phones and plans. read more

I normally dread going to the T-Mobile stores, I had never visited this location, and am I glad that I did. My daughter needed a new phone and that alone is enough to make my hair stand up on end $$$, but the customer service I received at this location was superb. Jose A. is the representative who assisted us and he made a painful venture very enjoyable. Thanks for the outstanding service. read more

Great reps and excellent service! There are a lot of new faces but they help in what they can. They answered all my questions and gave me a lot of options for my phone. They got me my phone set up all quick. I love my new phone. I definitely will be recommending to my friends. read more

I had a great experience when I upgraded my device. The representative who helped me was very helpful.

Long story short I've been having alot of trouble with the customer care # but today I went in to talk to some one face to face at this location in Oakland, I would like to thank Hugo Ramirez (sorry if I misspelt your name) but his customer service made my nightmare that I've been going thru the last month come to an end. Hugo really went above and beyond for me and actually made me feel like he appreciated my business I would strongly recommend this location to any one who needs a new phone or just need some help, this is the best expirence I've ever had with a phone company/retail outlet read more