Like the previous two reviewers, I found the customer service here to be lacking in quality. The sales associate named West sold me a 4g lite mobile internet device without bothering to check a data map to see if it would work in my area. I called the store and told another sales associate named Tanya that I was coming in to return the device and did not want to be charged a restocking fee. She said The manager would have to take care of that. The morning I went to the store I called to make sure the manager noah would be in I was told he would be in at 4 PM so I waited all day and went to the store and when I got there I was told that he was busy and on his way out and couldn't come out to help me. I Told the young woman who I had spoke to on the phone that I waited all day, this needed to be taken care and I didn't want to waste anymore time. I also told her I called to make sure he was going to be here and she was taken aback and she said I thought you were going to come yesterday as if it was my fault that the manager couldn't help me at that moment. I asked if it was possible for someone to get the okay to take care of it and she told me no. I asked if he was going to come out and she said he has to take care of some emails and if I was willing to wait it would be taken care of. I waited approximately 10 minutes and finally another person came out and said okay what can I help you with? I thought it was Noah the manager but it was actually another sales associate that the manager had sent out to take care of the problem. Sp the manager Noah at the store cannot even take care of business himself he's got to hide behind his sales associates and for what reason I do not know as I was not being over demanding or rude. All of the sakes Associates had the attitude that it was my fault that the device West sold me did not work in my area and that it was my fault that Noah the manager was too busy to come out and take care of his customers and it was my fault that my day was wasted because of their ineptitude. The Entire staff at this store needs to be retrained in proper customer service. Or else all of them need to be fired and new hires made. Because of their poor customer service and ineptitude I am probably going to switch my entire phone plan and Internet plan to another company. I have always found T-Mobile to be lacking in customer service anyway and always oversell their plans Here I come AT&T. read more

This store is of no help. Out of stock on everything! I was sent to this store after ordering a phone online, which became a mess, because T-mobile ported my number before the phone arrived! I was told to go to the Capitola store to pick up a sim card. They were out. (so said the rep who had an attitude, because I didn't buy my phone at their store.) By the way, I saved a ton of money by ordering online, the store prices are overpriced! Next day, I was told to go back to pick up a temporary phone. I did, they were out. Called T-mobile from the store. No help. Store is no help. Online is a mess. read more

I had the bad idea to go directly to the store of T Mobile in Capitola Mall, in Santa Cruz Ca, and Lindsey the manager showed a great interest to made me to trade my phone who was new and was Iphone 6 and she kept telling me a lot of benefit and mentioned more than one time that if I do not want the phones I can returned because I had 14 days . When I tried to returned she told me that once you trade a phone is impossible to cancel the transaction. T Mobile allow the customers who was in another carrier to use the same phone if is not any balance. She trade my phone in $340.00 and make me to buy a new phone for 800.00 the exactly same phone I am glad with T Mobile Service, and I recommend every one who wants to move from another carrier to T Mobile to call directly to T Mobile and request their service do not go first to the store in special the store in Capitola where the manager made a very good commission for what she did to me , she include charged me for a third line when I told her many many times and she already know I only got 2 lines I had to made a couples of phone calls requesting the credit and T Mobile gave the credit. When Lindsey tried to make the customer to do the transaction there , she mention a lot of benefit but every thing that she does is false, she reminded me the cartoons, where the picture who only wants the money show the symbols of $ in their eyes, she is like that she only look to make the business and doesn't matter what , she doesn't care if you are buying phone when you don't need. If people call directly to T Mobile can be more safe and customer can fill confident . But don't go with Lindsey in Capitola Mall, she is very dishonest and tell a lot of false things. I had a very bad experienced and when I tried to cancel every thing she told me is too late and I was before the 14 days she mentioned many times. I still very upset with her. She took advantage because I was not really smart when I went and started my conversation with her. Customer do not go to T Mobile in Capitola Mall while Lindsey is the manager she will make you to do every thing that is convenience for her and for the store and in any moment she will care about you. Well I am giving a green light , do not have the same mistake I had with her. read more

I believe I am speaking of the same JJ. He was great. But the manager said we could do a free test drive, just like online, which we had discussed with JJ. However, the manager made up a deal with the need for restocking fees ($50 per phone), $180/month for service, and none of this in the paperwork. Don't trust the manager! We returned the phones, no service at our house, or even nearby in the neighborhood, Aptos. A free test drive could be a good thing. T-Mobile corporate is working with us to resolve the issue after a scream on Twitter. read more

Avoid Lindsay at all costs. She simply lies and then denies it. I cannot believe that we fell for all her talk of FREE promotional items that then showed up on our bill. read more

T-Mobile's service in the Monterey Bay Area is absolutely horrible. The guys in th Capitola store grossly over rated the quality of their coverage. If you ever need to do anything online with your account then you will be lucky if their system is up and running. It always gives me a 'not working' code. I am definitely going to change service providers. read more

I switched from Verizon to T-Mobile because I thought it would save me money. The folks at the T-Mobile store were nice enough but they told me what I wanted to hear. Sure they said, you'll save money. Instead, my bill went up $45 a month. On top of paying more, my reception got a lot worse. I dropped so many calls that my friends and family stopped calling me altogether. The final insult occurred when I tried to cancel my service. I was told my service was cancelled but a couple of my family lines remained opened so called a second time and was told every line was cancelled but I got yet another bill so I called a third time and a forth time. Bottom line, I paid an additional $260 for service that should have been cancelled the first time I called. Sign up with T-Mobile if you want to pay a lot more for coverage that's a lot worse than what you have now and when you cancel, record the T-Mobile representative. read more

The reps here are only interested in making the commission on new customers. Very predatory. Once they found out that I wasn't going to sign up TODAY (I'm currently with a different provider), they'd dropped me like a hot potato. I was ready to sign-up, and the only thing I needed was something in writing, and a few days to think about it. But apparently they don't play the long game. This whole spiel reminded me of my time buying a car at a dealership. read more

I was really surprised by the customer service this time around. My husband and i gave been going here for the last 2 years and today was the best service by far. The manager david was extremely helpful and taylor as well. Our monthly payment were even lowered. Lets hope everything turns out as they said. Thanks david and taylor read more

I have never had an issue with T-Mobile until coming across this store. I completely agree with everyone who's sad the staff is super condescending and provide horrible customer service. If there is one thing I have learned from working in retail in the past, it's that the customer ALWAYS comes first! They sold me a defected item, I went back 2 days after the sale was made (with the item & receipt) and they refused to assist me in any way or form and said it was basically out of their hands. As soon as I called T-Mobile Customer Care they were very understanding and assisted me right away! STAY AWAY, travel to a farther store if you need to! read more

customer service here is a joke. the young men that work here are insulting, judgemental and condescending. if you don't have the latest and greatest phone and don't plan on buying one be prepared to be treated like dirt. This has happened a handful of times at this location and other t-mobile stores. horrible costumer service! won't be back, went with another company. read more