Helping an elderly friend purchase a new phone. Both Lisandro and Natalia at the retail store on 3rd Street in San Rafael were patient and so helpful as my friend transitioned to the latest Samsung phone. We returned repeatedly as she learned to use her new device, and each time we were treated with such kindness! Shout out to these two wonderful young professionals! So nice to do business with people who genuinely care about providing excellent customer service. Visit this location if you're seeking to have exceptional customer service; you'll be glad that you did. read more

Stay away from this location or at least don't get stuck being helped by the girl with the long hair. We went in and asked for two trade ins and a phone upgrade. She was confused and disappeared in the back for literally 20 minutes. Came out asking us about changing our plan, buying insurance when we already had it, and saying our new billing plan would be $350 a month??? We said no that's not right, we just want to trade these two phones in and get an upgrade, no other changes. She disappeared for another 25 minutes!! I had to ask her coworker to tell her we're going to the Petaluma location because this was actually crazy that she was gone now for a total of 45 minutes. We go into the Petaluma store, we say the exact same thing we told her, we want two trade ins and an upgrade. He literally did EXACTLY that!!! It was the nicest most easiest interaction ever. Like it was so seamless that i know for certain that this girl at the San Rafael location has NO IDEA what she is doing. The Petaluma employee sat down with us, did everything in front of us, never disappeared in the back even for one minute. Our bill increased $50 not $350, and we didn't have to change our plan like she was telling us we had to. Thank god I went with my gut and left the San Rafael location. Absolutely unprofessional, sneaky, and clueless staff they have there. (Not the guy that was there, he seemed to be very professional and knowledgeable but unfortunately we got stuck with this girl who honestly I truly feel like she doesn't know what she's doing and needs to be trained. Petaluma location has a gained a new loyal customer. The experience was night and day. read more

It was a devastating moment when I picked up my cellular phone and it was dead. Funeral dead. Taps playing in the distance. No CPR would help.. I first went to my local T-Mobile store in Novato and received no assistance. No consolation and no sympathies. I was devastated. Then I traveled to the T-Mobile store in San Rafael at the Montecito shopping center. I couldn't have been more well taken care of. These fine young folks calmly and kindly assured me that the soul of my phone could be restored. And they offered us a wonderful promotional deal and my husband was able to procure many new devices to add to our family at little to no cost. Although my phone today looks a little different, it is resurrected and just as good as it was before. Thanks to the help of the fine folks at the T-Mobile in San Rafael! read more

I went into the store to add my husband to T-Mobile after both my father and I moved over from Verizon. They repaid me my scamming me - told me they were giving me mobile trackers for free when in fact they cost money, and it takes more money to remove the service from your bill than to keep paying each month, for a device a never even activated since I thought it was a dumb freebie. Went back in the correct this error and they told me there was nothing they could do about it. I now pay extra every month for something I've never used. The new store manager is jay and he oversaw all of this. Corrupt slimy business practices here. They're a reseller so the goal is to hide extra charges, not provide good business. read more

Listen .... I had the most exceptional customer service from Brayden and Chris today. Not only were all my needs resolved through their expert knowledge of the products and services but they were fun to work through the issues I had. Brayden is swift and experienced in his delivery of TMobile products - he balanced out the cost with my tech needs... I was so thankful because it is daunting to walk into a store with so many gidgets and gadgets and walk out with what you really need ... well I did - and I am so happy!! Chris stated it's a whole new team of folks and they absolutely hired the right folks - thank you Chris. I look forward to returning for all my TMobile needs ... I live in Novato but will be driving to SR for the service! Outstanding job men of excellent standard. Thank you!!!! read more

Summary of my experience. I walked in and was immediately greeted which was great and I thought it was going to be a good experience. I honestly just wanted to ask about the promotions they were having for the new Iphone and the young woman Damaris looked at me and asked if I had an account and I said I did but with my mother and she wasnt with me at the moment and Damaris continued with telling me "first of all you need to have an account" and so on and so forth which I understood but as she was saying it and kept talking the more I felt uncomfortable and disrespected. I hardly ever give reviews but I honestly just had one simple question and as a worker in sales she shouldve been happy to help me to get a sale. No matter the cirumstace she shouldve been able to tell me the promotions. Her co-worker stepped in and tried to help because i am sure he noticed that i clearly did not appreciate the fact that she was talking to me like if i was an idiot. I just am extremely disappointed on the customer service. Unbelievable. read more

T-Mobile Authorized Retailer - Mobile Phones Near Me - San Rafael, California

I would avoid this T mobile at all cost. The workers seemed unenthusiastic and did not want to help us get new screen protectors via the endurance program they have. When they finally put the screen protectors on they were put on incorrectly and had air bubbles throughout. I have had this protection plan for years and never had an experience like this. read more

I am a 7 year customer with T-Mobile. The most low budget and unprofessional place I have ever been. They have NO clue what they are doing or are just liars. Tried to cancel my new online order and redo the order which would end up costing me about $400 more. I walked out and went over to the real T-Mobile store in Corte Madera, but they were not much better. Try to do everything online because the quality of the employees working at these locations are really bad. read more

I got the phone I wanted! Great customer service from the team. I walked in the store wanting the regular S23, I had no trade in so I knew it would most likely cost me a pretty penny. Fortunately, after discussing my options with the associate, I ended up going with the S23 FE. More affordable and similar features. Quick and easy! P.S.   I appreciated the T-Chart he wrote out for me. Made it easy to understand the value I was getting. read more

It was, admittedly, T-Mobile corporate that sent me on a wild goose chase to a retail location in pursuit of a non-existent phone buy-back program... but this particular store receives customers with the knowledge & enthusiasm of a money laundering operation that forgot to lock the front door. Despite the fact that I was the only patron, most of my time here was spent being ignored or stared at blankly -- instead, one at one point, they started vacuuming -- and I very nearly asked (unjokingly) if they could actually see me? They could; they just couldn't actually *do* anything about my issue. At all. (i.e., Including contacting T-Mobile to help straighten things out). Except convey an attitude of apathy & boredom. I was a long-time Sprint customer... but my experience with T-Mobile suggests it is gone. Maybe other locations are superior to this one but I strongly recommend looking at other providers. read more

After receiving super rude service at the Corte Madera store I received superb service from Geo at this location.

Lubin and Geo helped us with a bunch of transfers and purchases today and they both did an amazing job, worthy of doing a review and mentioning this location. Excellent service. read more

Whoever is managing this location is not taking into account that there are clinical offices upstairs. Their music has been playing extremely loud, so loud that all the offices upstairs are shaking from their bass. Please be more considerate. read more

A very helpful staff here. I believe I spoke with Tony over the phone about a service plan and when I arrived, felt no bit of confusion or sales motive interfering the customer service that was represented. I left with service better than I had in mind and will be back to this location for any future phone or accessory purchases. Thank you T-mobile in San Rafael. Two thumbs up.. or 5 stars whatever, either way. P.s. -Tony's co-worker is awesome also Beautiful, J read more

Not happy with T-Mobile prepaid because if you make changes or upgrades then you will find yourself paying $200 a month for nothing!!!

Went in there last week to get some late Christmas presents for my family thinking my bill would go up but instead the handsome group of gentlemen came together to help me lower my out the door costs and get me an a better deal on my wifi plan. Highly recommend this location for their speedy service and knowledgeable representatives!! read more

I had an amazing time here with Geo. Family with 5 phones and 6 lines. Upgraded 4 phones all at once. He was very professional and thorough. He made my experience so much easier for me. I really recommend Geo as one of the best employees there! The manager was great too! ALL the employees were great actually! read more

I'm a longtime T Mobile customer but from Southern California. Thought they could assess what was wrong with my phone, but was told in no uncertain terms all they could do was sell me a new one. Turned out the phone was just dimmed out, which I figured out and fixed myself while standing at their door. Totally useless place unless you know you want a new phone. read more

Only go to Luban the manager at the San Rafael T Mobile in Monticetto shopping center. He knows everything about phones....So helpful in fixing my cell phone issues.....I read more

If I could give 0 I would. They are now outsourcing their customer service since their merger with Sprint and they have gone extremely downhill. I am switching as fast as I possibly can. There cell service is atrocious and their customer Service is sooo bad. Run from this carrier. read more

Worst service ever. Music blaring. One person working. Unacceptable customer service.

Astonishingly bad service from a pushy and dishonest salesperson. I brought my own devise and just wanted to add a line. He told me the devise was not compatible and tried to sell a T-mobile device that was a lot more expensive, with a two year contract. I tested the devise I brought him at home with a T-mobile sim card and it turned out the device is compatible. If I believed the salesperson I would have bought an expensive devise I did not need and signed a two year contract I also did not need. read more

This place is T (take your money) mobile. They lie and have terrible customer service. As well there Covid practices are horrific. I heard this red haired employee who was having trouble with getting a cell signal in his house. This guy says - I've never gotten a cell signal in my house! Really that's the biggest line of BS I've heard in my lifetime. They were just trying to get him to sign up for Wi-Fi. Did nothing to solve his problem. I came in for a new phone protector - I'm sitting there for 5 minutes as my rep. is trying to log in or something and having trouble. It's early I'm the only person there (until the no signal guy shows up) - does anyone communicate anything ? No I have to ask - should I go somewhere else. They finally get logged in red hair guy who's been touching and adjusting his mask 20 times (touching it from the inside to pull it up over his nose) grabs my phone without sanitizing his hands. slaps in my screen as quickly as a doctor spanks a baby - and tells me the bubbles will work their way out and have a nice day. Well usually they take the time to make sure the glass is clean, nothing on it apply the protector. Well mine has a nice black speck under the protector that is right where it shouldn't be where I'm typing now. I will be changing service carriers and never use T-Mobil again!! Scheisters - read more

Save yourself some hassle and drive a few miles to the Corte Madera store. The people who work at this Montecito store are very unprofessional. The workers are dropping F-bombs and other swear words in front of customers and the service is just terrible over all. This is the ghetto Tmobile store. There are better ones in the area read more

Went in to activate 2 new phones. There was a problem with one that would have taken hours with the wrong person to resolve. Thanks to Geo made a quick call and got me in and out within 10 minutes. Very professional and courteous. read more

I was enticed into trying out the T-Mobile Home Internet supposedly for free in a two week period. I went to the San Rafael store at 363 4th Street on Nov.21, 2022. After giving the sales clerk my info which he recorded on computer, I waited as he went into the back room and brought a bag out which contained my device. I took it and left and did not look to see if a receipt was in the bag. There was no receipt in the bag or any paperwork outlining my contract. I tried the device out multiple times with no success, so I returned it on Dec. 5, 2022. The salesman reluctantly took the device back and appeared to enter this info on his computer. He told me I was ALL SET but would be charged a $35 fee for activation on the time I had it. This was the first time I was told about this charge. Later in December, my credit card was charged $115 from T-Mobile and this past week another $85. My credit card company wants me to send them copies of the receipts, which I do not have. I guess I'm screwed. I am looking for ways to combat this injustice. BEWARE THIS COMPANY read more

It was super busy after the holidays and there were only two guys working the store, which was unfortunate (for them and us). But, despite that, one of the guys made sure to greet everyone who entered and give them a heads up about wait time and who else was in the queue. We had been in a few days before (less busy) and the same employee - I think his name was Michael - gave us detailed step by step instructions on what info we would need to gather to transfer service providers to T mobile. He was also very upfront about what items were on backorder throughT-mobile and suggested other options. When it was finally our turn, Michael was extremely professional, courteous, efficient and completely focussed on helping us out and getting us set up. Talk about grace under pressure! T-mobile corporate, if you read this, these guys really deserve kudos for good old-fashioned one on one customer service, which is in short supply these days. If I ever need help with my account again, I'll head back to this store and look for Michael :-) read more