I went to the T-Mobile Wireless location in the Capitola (CA) Mall... I'd been to this location on (2) prior occasions:: once for purchase of an iPhone5 and another when I took my Boyfriend there to change over his service provider from Sprint to T-Mobile. Each time I/we had a very positive experience with staff and Management. On 9.18.15 I re-visited this location because I'd dropped my iPhone5 numerous times and was now without sound! I was concerned about whether I could remain at the same rate/month when seeking an upgrade to iPhone6 by trading in my5! In doing so, I was pleasantly surprised to find out that it was an easy process and worked out fairly well. The rep:: Tyler Ross helped me to get this process solidified and was so patient, positive and professional throughout the whole process. I'm appreciative! Sincerely, Melanie Marcotte read more

Staffing, not helpful at all. Tried to upgrade to newer I-phone, they said I had to do it myself at home. Wasn't sure if this guy was just lazy or really couldn't help me with the upgrade. Was also told that I would have to pay for new phone even though the commercials clearly stated I was allowed to trade up for free? read more

Horrible, don't give a sh** customer service. Walked in and there were 3 CS reps. One was helping a customer, the other two looked busy on their phones. We waited for 10 minutes, then a 4th CS rep arrives and asks if we've been helped. We answer, "No". He says that he'll be right with us and proceeds through their security back room door. Waited at least 15 minutes for the dude to return. He finally comes out and I tell him that I wanted to buy two phones. He says, "No worries. We may not have those in stock but we can get some from another store and it will 2 or three days. Let me go back and get a tablet." Are you friggin kidding me? Wouldn't you think you'd bring one with you and pretend the customers there actually wanted to do business?? We waited for another 5+ minutes and the guy hadn't yet returned, so we left. read more

Horrible customer service.I hope someone above this Manger at this store steps in otherwise Tmobile will be loosing business.i don't expect top notch customer service i just expect when i leave the store i am taken care of. I just switched to Tmobil last week and i am ready to switch back to different provider from both the store 1 in Capitola mall and other in Santa cruz ocean street service wasn't that great and the people working there were not trained that made it more difficult quth lot of things.iys been almost 2 weeks still on the phone with customers service for few things that not fixed yet.Stay away from Capitola store. read more

Do yourself a favor and avoid this store at all costs. It's worth driving to the Los Gatos store. I'm sure it's not the main floor employees fault, but feels chronically understaffed, under-resourced. Yesterday I waited for an hour in the store with almost no communication from either employee on how long the wait would be, if I should come back, etc. Today, the wait time was shorter (around 30 minutes), and I was told that the other employee was "in the bathroom" that entire time. I was told I could get a new phone today, then after I'd already paid off my current phone they checked the stock and said they didn't have the phone I wanted. Bummer- I've been a Tmobile customer for a long time (10+ years) and typically get great service at the other stores. read more

The T-Mobile store has moved close to Trader Joe's, and was hard to find because the online info was not updated, but I was so glad I called and found them ! I had tried to change from Net 10 and keep my phone number. Their agent Rebecca who is a real gem, and probably the most efficient rep I ever met. She remains calm, and keeps the goal in mind until it is achieved. I asked why they got such poor ratings, and she said they are now a whole new team, including the manager. I saw that was true when she was able to accomplish what I could not in several days, and my son tried to do for several others. Rebecca did it all, and I walked out with a better deal and with the number I wanted to keep! read more

Short version: I'm appalled at the way I was treated here. There were 5 salespeople standing around, one of whom tried to bully me into getting T-Mobile, eventually chasing me out of the store & yelling as I walked away. Longer version: I was considering changing carriers, so I came to review my options. They asked for my SSN, gave me the hard sell, ignored my questions, & instead told me that I couldn't get an iPhone 6 for $199 + tax with contract at Verizon because they don't do contracts anymore, either. I said I knew this wasn't true & just wanted to learn about my options with T-Mobile but he got belligerent & condescending with me & wouldn't stop. I said, "I'm sorry, never mind I'm going to leave." He started yelling at me as I was walking out of the store asking why I was mad, & I replied because you're BSing me. That's when he ran after me, yelling "well go to Verizon & you'll see, don't take your anger issues out on my store." I did go to Verizon, & got the iPhone 6 for $199 + tax. What a sleazy, lying creep! My plan with Verizon is more expensive & it's not unlimited, but there was NO WAY I was going to give this store my business after that. (Their phone customer service also seemed clueless, & the website didn't specify if any of the phones on my plan were compatible with the network which is why I came to the store). I have never been treated this way, so this store gets the honor of being the subject of my 1st ever Yelp review. read more

Really terrible customer service. The first time we signed up a year ago, they rushed us through the process and were very insincere. The sales person made the experience more complicated than necessary. A year and a half later, my phone is braking down and I am still paying it off, the salesperson would not help try to find out what might be the problem or refer me to someone who would be willing to help. Going back to Verizon. Better service there anyhow. read more

BE AWARE OF THE SKETCHY SALES TACTICS Went in to switch 2 lines to T-mobile, employee was very helpful and nice...at least that's what we thought. He told us to pick out cases and got screen protecters for us and gave us the impression that they come with the phone purchase. Never mentioned a price and put everything on while we waited to activate our phones. Found out later that the cost of both screen protectors and cases were added to our installment plan. He also said that we have to get the $10 insurance for the first month and after that we can cancel, but said that he would wave the $15 activation fee for us. Called T-mobile and they said they do not require $10 insurance for the first month. I love my T-mobile service because I get way better cell signal but am very disappointed in these sales tactics read more

Tigh and Daniel at T Mobile inside the Capitol Mall very helpful with a kinky problem on my droid phone. They also called tech support in Albuquerque New Mexico and work with me for over an hour without any charge got my phone humming like a locomotive read more

T-mobile phased out their $40.00, 3 G Byte plan without telling me, They used my "Autopay" and charged me $55.00 the next month. Next month, "Autopay" no longer worked and the worker in the store charged my card to a "black hole" so my phone was dead, T-Mobile account for $50.00. Now I have 10 G bytes data. Some of the workers in this store are complete morons. I will be looking for a new phone company soon. read more

Wow what can I say, the people here are great. I switched from Verizon (due to their high rates and overages) and because I heard tmobiles great for international coverage. During the transfer process, the employees were helpful and fun. Ramon, the manager? Great guy. Highly recommend. Thanks guys read more

The assistant manager Ellie is so genuine and helpful. So glad I'm with T-Mobile :) She has my vote for Manager.

Michael Martinez, the manager of the T-Mobile store in the Capitola Mall is incredibly helpful. I had a situation with my LG phone and he was able to walk me through the challenge, got me my refund, and was generally a great guy! I highly recommend you go to him if you have a problem. I live in SF but will be going to Capitola T-Mobile the next time I need a new phone. Michael was amazing! Good job! read more

This review is for T-Mobile Capitola's new manager "Oscar". He happened to help us to transfer 4 cell phone line family plan from AT&T to T-Mobile last September when he was working at Milpitas location. He was very knowledgeable, courteous and patient to help us transfer 4 lines one by one. Due to miscommunication on one promotional item we took, mistake was reflected on the bill. When we called him, he called and worked with their accounting dept. several times to effectively straighten it out. Oscar has always been very responsive and pleasant to work with. Capitola T-Mobile so far has quite a bit bad Yelp review. I hope the situation will improve since Oscar is going to be the manager there. Go, Oscar !! read more

One star for Luis, who helped as much as he could, was friendly and patient with me. The bad review is for the otherwise HORRIBLE customer service from a condescending a-hole named John. Who the hell is training these reps? Who is overlooking their work? Does TMobile corporate know about the bad reviews for this location? They will now. read more

Rebecca was very helpful, kind, and courteous. We walked in there with a new iPhone 6s that wasn't working, and was really upsetting. She asked us right away if we needed any help. We walked up to her, and I had my twelve year old explain the issues he was having, she listened and tried a few things, asked Ramon, and they both figured out that the sim card that came with the phone wasn't connected to my son's actual phone number. Then they connected it, and we were gleeming. It was really cool to have our new phone work. She also put on the glass cover on the phone that we bought somewhere else. She took her time and really washed the phone face. These actions were all so kind. Thanks Rebecca! read more

The employees here are super helpful. I was able to walk in and out in few minutes with all of my questions answered thanks to tyler. He was super nice and helpful with everything. Everytime I've come in hes always assisted me with paying my bill, upgraging my phone etc. Hes a great employee with great customer service! read more

This T-Mobile store located in Capitola mall is not recomended. The seller is not honest and they don't know what they are doing. The manager is not capable of the discounts and the features provide to the customers. I found out the $7 international calling when i read the packet. I went to T-Mobile in san jose, the seller told me the $10 Jump insurance and the $10 of data 2.5GB are optional for the customers to buy, But the seller of T-Mobile in the SAnta cruz told me that is the rule to buy in the first month and if I want to remove, then they will remove those features for me in the sencond month billing. I really dissappoint about the services. The sellers and the manager are not care for the customers and offer the best deal for the customers. I feel they want to sell to hit the best record so they can be promoted. read more

My boy Ramon and Tyler hooked it up with some excellent service! There were a couple of customers in front of me Ain line but they kept it moving. It wasn't long until it was my turn. I only needed a sim card change and it took no time at all. Super helpful and fun! Keep doing good work you guys!! read more

I went to T Mobile at capitola Mall earlier today. I just wanna thanks "DOMINIC" a lot for helping me out. I really appreciate his great customer service. He's a very humble and patient salesman. Two thumbs up for him. read more

This is related to TMobile as a mobile carrier service and the 41st Ave location in Capitola/Santa Cruz. I bought Alcatel Onetouch (DON'T get this piece of s**t). If I was on my blue tooth and received a call, it would shut off the blue tooth. I also had intermittent access to my voicemails. I was sent 2 replacement phones, which did the same thing. I had even gone out and bought a new blue tooth thinking maybe my older equipment was not working right and it continues to do this. Not only, my card has scrambled all my contacts. In other words, the names no longer match the phone numbers. One time, my outgoing call came up as one of the people on my contact list on my friend's phone. ODD! (By the way, the blue tooth problem was verified by a sales rep who tried it out in the store) When I went in to talk to the manager, he was never available ( I was told that his name is DAVE, but I see in posts from March there was another manager name mentioned in another review. Either they are rotating managers like crazy or the staff lied) Over 2 weeks we had come in to talk to that manager, who was either on a vacation, on a conference call or otherwise not available. I finally suggested to the staff that I would like to change the phone to a different one and apply the amount I had already paid for a phone that is not working correctly. And they said the COULD NOT do it. The phone is under warranty still, it is 6 mos old, the sales price on it is now 40% of the purchase price I bought it for (telling isn't it?). I think it is horrid customer service to penalize me by charging me full price to change out a phone that continues to have the same problem, it is obviously a design problem. I even had insurance on the phone, but they said I didn't buy TMobile insurance, which was never offered, and frankly why do I need to buy 2 different insurances on a phone in addition to the monthly rate? I will be changing my carrier, and I highly recommend AGAINST using this carrier. They would rather lose a customer than do a fair exchange for a different phone so I don't have to keep changing phones. Horrible customer service, considering it was equipment failure, and unresolved. read more

I cannot believe the way i was just treated in the capitola store. The sales person made an adjustment to my telephone which i very clearly asked him to not do. The sales person became argumentative with me, his customer, and addressed me in a highly unprofessional manner. Rarely have i seen or been victim to such rude, immature, aggressive behavior. I am disappointed tmobile allows this person to represent their company and treat their customer in such an abusive manner. read more

Turgid uninspired service , if you get a tech who knows anything it's like winning the lottery

I dont think they deserve ANY stars I've been here more times than I care to count in the past 2 months since i started using tmobile. I switched over at the insistence of my fiance whose used tmobile for the past 15 years. Was not worth it! They made so many mistakes on our account that for the first two weeks they lost my original number when we went to complain they claimed to have fixed the problem and instead i didn't have a line for 3 days. Their staff are smug and rude I've literally met with every single one of them more than once and none have been more snug or rude than Dominic I understand if you don't know what you're doing but at least refer me to some one that can help. Get your stuff together its been two months and are accounts still aren't working the way they should. I highly recommend not dealing with this tmobile if you can help it. read more

Tyler Ross provided me with excellent customer service. Quick and detailed responses and everything I needed to know about the phone that I was upgrading to. 10/10 read more

JJ the sales associate was very polite and helpful in finding my wife the right phone, The manger Stefan was awesome in looking at my account and upgrading for us so we were maximizing our plan per cost. Thanks again for all your help. read more

I own a store next to T-mobile. We haven't had T-mobile in the mall since 2007-08. I was looking for unlimited plan for me and for my wife. Ones they opened I was a little bit skeptical because of old reviews. I went to store they have a new manager and new employees. Manager was great and real team member. Dominic helped me with my phone. He used to work at GNC and was one of the best sales people. He is doing same great job in this T Mobile store. I would say a lot of things changed in this store since last manager came. Almost all of the employees changed. A++ service and great deal on unlimited plan. They are saving me a lot of money. read more

Jacob knows his stuff!! He is extremely knowledgeable about what device is the best for each user depending on their wants/needs. He seems like he is new (asked co-worker - Quinn? Idk name - for help regarding specific plan info), but don't let that deter you from asking his opinion regarding any phone/accessory you are curious about. He knows what he is talking about and can give you useful and valuable information, which is ultimately what you want when considering a big mobile purchase. No phony sales pitch or skeezy tactics. Won't push whatever is the hyped up phone; gave really great info on one that was SIGNIFICANTLY cheaper than what the Joneses are stupidly flaunting. He doesn't pressure and I really can't emphasize enough the wealth of knowledge he has. He doesn't rush things and is genuine in his customer service, which I can't say for others who work there. I will return, should I need to, for anything I need from tmobile and also just to pick his brain about the tech that is out there!!! read more

Thank you T Mobile, once again, for the outstanding customer service I have grown to depend on. It is so refreshing to see young, vibrant employees who can interact and engage with customers and care about what they are doing! Husband needed a new phone so we popped into the Capitola mall T mobile location. First time at this store as we just moved back to SC. Wow. This store should be the model for all T-mobile locations. We were greeted properly by Zack W., and told him what we were looking for. He began showing my Husband his options. While he looked at his options, Zach showed me the best case for my iPhone -- the one everyone in the store uses for its durability. I "let" him get back to my husband and Ellie helped me with the rest of my shopping. She really knew what she was talking about, and I was glad to learn she had recently been promoted (3 days earlier). My husband ended up getting TWO phones for the price of one thanks to a special, and we were in and out of the store 30 minutes later-- it was our best experience yet at T-mobile and this will be our home store from now on. Get yourself there with all your phone needs-- T-mobile offers great phone services and plans, and hires great employees! The team at Capitola Mall will go to the top! I hope they are recognized for their superior customer care. read more

Nate helped us out. He was great l, it was quick and painless and he immediately took care of the problem. Best experience I've ever had at a T-Mobile store. read more

I went there with my wife to switch to t-mobile from verizon. After asking if we could keep our numbers, and trade in my phone, they said it was possible to keep our numbers and I would have got $81 credit for trading in my phone. We agreed to start the process and: - they were unable to transfer my wife's number as t-mobile has not right to carry my wife's old prefix 605 (why the hell you don't verify it before??!!) - they weren't unable to give me the credit for trading in my phone at the time because an error in their system So they offered: - to give my wife an alternative number that she chose - to leave my phone there and they would have complete the trade-in procedure the day after, and credit me back the $81 We accepted and: - My new t-mobile phone didn't work for the rest of the day and I was keep calling back the store and they kept telling me to wait that was normal for the first hours to not have service. In the evening I finally decided to call the customer service, and they finally figured out that the guy at the store registered a wrong SIM card number. Luckily they were able to fix it and I was able to use my phone. If I was waiting as suggested by the store I would still be without service... - The number that my wife's chose never got assigned to her, and after long calls with the customer service again they were able to assign a new one, wtf... - They never credited me back the $81 for my phone. I kept calling back many many times, at least 30 times by now, and every time a different bullshit (call back in 1 hour, the manager is not in the store now, we'll call you back and never called me back, we are very busy now but we will definitely do it by the end of the day etc...) It has been 3 weeks now and they did fucking nothing. Tomorrow I have to take PTO to go to the store and deal with them in person because they can't do what they committed to do. Long story short: they tell you whatever bullshit to get your money out of your wallet, and after that you are stuck and get 0 help, and they don't do what they told you. Once I am done with this I will never go back to that store again. read more

I had the best customer service I've seen in years at this T-Mobile when buying my new IPhone and switching my service. The person that helped me was named Ellie. She was knowledgeable and friendly and able to help many different people in the store at once while her coworker was at lunch. You rarely see someone go the extra mile to make sure they take care or anything you need these days. She took her time with my daughter and I and explained all the details about the different phones and services. It was refreshing to see a young person with such a great attitude and work ethic. Thank you Ellie and if you are considering T-Mobile they have lots of deals and all the latest devices and they will let you finance anything with 0% interest. Loving my new phone and the customer service I received there. Thanks again Ellie! read more

I activated a t-mobile account online. I had them send me a sim card and then bought the phone at Best Buy. The Best Buy phone was the wrong one. So basically, I ended up with a sim card and a phone that couldn't use it. So I returned the phone. When I went to t-mobile then wouldn't return the pre-paid month. And they wouldn't return the $20 extra I put on there to cover future incidentals! Basically they stole $70 dollars. Do not use t-mobile. They are a bunch of crooks who don't understand that concept of the customer being right. If they are like this at the beginning of a start-up, what is their customer service like the rest of the time? read more

I went in to get phones changed and the process was nice and fast. Ricardo helped me out and was very polite. I really appreciate him not trying to sell me anything I didn't need. (I've been here before in the past and others have tried selling so much... I suppose it's part of the job, but it can get annoying). Either way, I had a very pleasant experience thanks to Ricardo! read more

they suck made a payment they turned off my phone and want a reconnect fee they suck

I honestly cant give enough stars for the service that I recieved on my visit a few days ago at the tmobile in cap mall. I honestly hate going into the mall, but I needed a new carrier- and fast. I was sick of Verizon being shady and not sincere about their plans amd their contracts. When i walked into the store, I was at first disapointted in the fact that I felt I wasnt getting a good quote, and that the store employee didnt know too much about the tmobile plans (or so it seemed!!), until a young woman came to assist him with a huge smile on her face and it was then that I knew I had made the right choice to enter the horrible mall to come to tmobile (: she was absolutely trustworthy and genuine, informed me of all the deals I could take advantage of, and in the end instead of just leaving with my service, I left with 3 lines of service, a free phone, and accessories reccomended by the sales woman. I highly reccomend you see Elli, she definitely has your best interest in mind. I could tell she genuinely wanted to save me money, and give me the best deal I could get. It actually felt like she was trying to get to know me as a person, and not just a customer or a dollar sign. In the end, I left with a smile on my face and will be back around to say hi!! Definitely recommend this tmobile store and Elli. Great location too inside the mall I found it with ease and will Come in whenever I need help. Ask for Elli she always does a great job read more

T- Mobile really needs to step up their employees! I left T-Mobile from Santa Cruz really unsatisfied no one was able to help me in the one in Santa Cruz. All I was doing was switching my carrier over from Verizon to T-Mobile. But for some reason Santa Cruz t-mobile couldn't or didn't want to help me due to issues of technology. So I head over to the T-mobile in Capitola as I get there some employees were too busy in their phone I was invisible but this young lady in particular Elli. She assisted me and helped me switch carrier she made it happen!! Not only that she offer me good deals I left with two phones and a big smile on my face. She really cares about her customers! T-Mobile needs to hire more people like her. She was kind and professional unlike in Santa Cruz were rude and lazy. I left with more than I expected and satisfied she really worked with me and made sure I left satisfied. This young lady really cares about her customers and her job! It was worth the driving and next time I'm just going to the T-mobile in Capitola call ahead and only go when she's working!! Top notch service she needs to train the rest of her co-workers to work like her ! read more

First off....disregard my one star as you cannot currently on yelp rate zero or negative so for all of you who stumble upon here I give this store and this company an F-. This is the worst Store I have ever been to in the history of retail experience. I came in on October 2017 to ask about switching over from Verizon. I still had a phone payment and All I was told by the store manager Oscar at the time was to trade my phone in and they would take care of the rest of my bill at Verizon. Next thing you know in January I get a past due bill from Verizon saying that I never paid off the phone and I owed them. I was confused, I came back to the store to find out Oscar was gone. There was a new manager, he told me that there was supposed to be an additional step after the phone trade in, to submit online a prepaid card and upload my Verizon bill. Which obviously was never explained to me otherwise I wouldn't be writing these words and you would have a happy T-Mobile customer but alas.....Here we are. The manager told me to call customer service and they would understand and fix it. And while that worked with the first customer service representative. When she transferred me to the rebate department they straight up denied me. Saying that it didn't matter that I was misinformed the application was past the submission date. Ignoring the fact that it wasn't me who forgot to submit it and is looking for a Hail Mary second chance but an actual mistake that an employee from your company made. I called customer service again and I was able to get a supervisor who would work with me, she said she'd be escalating it and they should fix it and that she would call me in 2 weeks. I mentioned that for all this time without service I requested a one month bill credit as well as the credits that I would be missing out on and she agreed and gave me a bill credit. She never called me back and three weeks went by and I called through the customer service line where I met another supervisor who gave me the complete opposite of what the previous supervisor had said. He went on to say there was NOTHING I could do, because I had already received the necessary credits. When I asked what he meant he referred to the bill credit that the previous supervisor gave me. I clarified by saying it wasn't THE bill credit for my phone but a time without service credit and the manager cut me off and said it didn't matter and he couldn't do anything else. I went back to the store and lo and behold there was a NEW store manager named Francisco. I explained the whole situation and I gave him my Verizon bill and everything and what do you know, he said that he couldn't even give me the whole amount of the buyout because they already see it as a satisfactory repayment. so THEN in March a survey supervisor reached out to me and asked why I had given the T-Mobile survey such a low score and what made me switch to AT&T? I explained the situation yet again and the MOST HE COULD DO was give me an extra 80 dollars........THE MOST YOU CAN DO FOR A CUSTOMER WHO YOU SCREWED UP ON WAS JUST A REST OF A BILL CREDIT AFTER NOT ONLY YOUR LEADERSHIP FAILED COMPLETELY TO DO THEIR JOB BUT THE LEADERSHIP OF YOUR CUSTOMER SERVICE LINE YOUR STORE, YOUR COMPANY IS A FAILURE. YOU HAVE SCREWED UP MY CREDIT. YOU HAVE CREATED AN AWFUL EXPERIENCE TO WHICH I WILL NEVER DO BUSINESS WITH YOU OR RECCOMEND OR SUPPORT YOU EVER AGAIN. When I switched to AT&T? Not a single problem....wow.......imagine that.....what a concept. read more

I would give zero star but that is not an option ! The sales associate Tania Estrada along with manager Adam Searcey made my three weeks miserable, I had to terminate my Tmobile account. I asked sales person Tania Estrada to switch my "pay as you go plan" to their well advertised $50 per month all included data/phone/text plan. It took her about 20-25 min to complete and she kept chattering about various things including her home purchase in Bakersfield and how gigantic it is with drawings of the floor plan etc. Well, I felt I would listen as long as she does things right, though I felt that much talk was unnecessary. She eventually finished and told me all is done. Few days later I saw at the web site that she included an unlimited data plan worth $35 on top of $50 unlimited data/text/minutes totaling $89 instead of $50. I thought it is a simple error and could be fixed easily, so I went to the store. I was told that only the store manager could fix it. Adam Searcey spent about 10 minutes and declared he fixed the issue by removing additional $35 unlimited data service and applied to my account retroactively, great ! However, my account still indicated this erroneous extra service after the manager fixed it. I went to store two more times after driving 8 miles one-way just to hear that the manager was out working on his tax returns. I called 1-800 Tmobile to learn that I have to resolve the issue with the store not with headquarters. I got so tired of this futile effort to fix this stupid mistake that finally I gave up and switched to metro PCS, $40 unlimited everything. Later, I talked to Tania Estrada and Adam Searcey, they told me now that I left Tmobile there is nothing they can do to fix my bill that has $35 extra charge purely due to their incompetence. What a store, what a great business, thank you folks for being so insensitive and unprofessional. read more