I had such a great experience at T-Mobile today. From the moment I walked in I was greeted and felt welcomed right away. Aracely helped me with my account and she was absolutely amazing. Her customer service was outstanding and she went the extra mile to answer every question I had. She took her time, explained everything in a way that was easy to understand and made sure I felt confident before I left. What I appreciated most was how patient and professional she was. I never felt rushed and it was clear she genuinely cared about helping me. It is rare to find that kind of service and it made the whole experience so positive. If you are visiting this T-Mobile location definitely ask for Aracely. read more

if i could give zero stars i would. the associate that worked to get my esim transferred to a new phone was terrible!!!!! zero customer relatability zero empathy zero zero zero go anywhere else but dont use this store. I was treated as a major "inconvenience". read more

Worst customer service ever I came in today , 30 mins before they close This employee came up to us saying there 4 ppl in front of you guys we won't be able to help you ! Since we close at 8 .. Smh Bad customer service! read more

My review is specifically and solely for the poor customer service I received from Lucia the sales person that assisted me. I have been coming to this specific store for many many years and it seemed to me that every time I asked a legitimate question it seemed to inconvenience her and I was bothering her with my questions. I have worked in retail (customer service) before and you have to have the tact and professionalism when listening to customers questions. Prior to today's visit, I have always had a good experience and I hope that whoever is in charge really addresses this situation. I will continue to come to this store and will ask for a different person to help me in the future. read more

An awesome experience today with Michelle! She took great care of me checking my eSIM card in my old phone. She also helped me get a great deal on a new phone for my businesses! Thank you so much, Michelle! Wish you all the success in the world! read more

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When they scanned my driver's license they never returned it. When I went back to get it all the employees told me that they didn't have it without even looking. They gave me the impression that theft of driver's licenses by employees was a normal occurrence there. They didn't contact the employee that had it or check to see if it was anywhere in the store. This the same store that lied to me and said they were giving me a free line for my account which I later found out was not true and I was paying for it. read more

ULTIMATE RUDE, UNPROFESSIONAL experience Employee refused to verify cancellation of service by documentation, said he could only verbally verify cancellation. He said he couldn't print out documentation. I was looking at info on his iPad OF MY ACCOUNT that states my service was cancelled. I asked again for a print out. I've had horrible experiences in the past with canceling or changing services with T-Mobile. I always request documentation for everything. I took a picture of the screen myself with my phone and he became angry telling me he was finished talking to me and that he wouldn't help me anymore and that I couldn't take photos OF MY OWN ACCOUNT. He walked away. I then went home and cancelled all services with T-Mobile read more

Horrible customer service. Got there and they were busy, as expected on holiday season. Waited 20 minutes and still no acknowledgement. A customer walked in, employee was quick to respond with attitude once customer expressed frustration with 2 hour wait time. Waited another 15 minutes, another pair walked in and they get checked in before me and another gentleman that had been waiting. So rude, they all seem to hate to be working there, which sounds like a personal problem. I understand that yall are busy but at least acknowledge your customers and treat them with respect. read more

The service is very good. The poorest of the poor may afford the price of one line. May T-Mobile remain in our family as a telephone network for 1000 generations. read more

Very bad customer service heard an employee talking bad about a customer and long wait times plus didn't even take down my name after I had been waiting and helped next customer very unprofessional read more

First of all, I'd like to say that the experience this place gave me reminded me of a car dealership. I came in and waited 2 hours to be helped. Then the lady that helped me, Aracely, basically rushed the process. Had to ask her multiple times what did I sign up and what the bill and plan looks like and she would give me the run around. Then, when everything was said and done, my account was not set up correctly. Have had to come back 3 times. Still couldn't figure out what they did. Apparently I couldn't access my account because I wasn't set up as the primary holder. None of my lines were set up correctly. No one could figure out what she did and it took a combination of 3 people plus being on the line with customer care to getting solved. Lastly, there was such a disconnect with the store and customer care, they ended up adding a new line, paid the activation fee, they couldn't give me the money back but credit it towards my account. Well they told the bill was going to be about 187, well come to my surprise, it's 244 for an unknown reason. So now I have to call them AGAIN to see how they fix their mess. My advice don't come to this location. They operate more like a car dealership rather than trying to get you into a new phone plan. read more

Priscilla Valdez is what any company needs as a fantastic employee. She was helpful and sweet and knowledgeable. Inwas about to close my account until she helped me. It is complicated to explain but she did read more

T-Mobile - Priscilla is awesome. It is nice to deal with someone who is sweet and intelligent and experienced. Thank you - Mobile Phones Near Me - Chula Vista, California

So disappointed in T-Mobile. They are good, until you try to go to another carrier. Once I ported my phones numbers, there were two lines, known as 'free lines' that did not get shut down. So 3 months later I see they have been charging me every month - I was not noticed as they stopped my Tmobile alert on my phone, and I did not have an account anymore, so could not log on there. They took advantage of me having auto pay. Those 2 lines have stayed dormant however they decided to charge me for them because I left them? I spent well over 20 hours on this between calls and them sending me to the actual store twice, because they forgot to tell me I needed to go to a certain Tmobile. The last person I spoke to said he was the supervisor and his decision was final, and that I needed to go to my bank. What a jerk. I will NEVER go back to them, and have already gotten two folks I know to switch out! So I just lost $600 for nothing. HORRIBLE company, and HORRIBLE customer service....unless you are new, then they are helpful....but not when you leave! TMOBILE - DO BETTER! read more

me and 8 other people have been waiting over 1.5 hours to speak with a person. there is one person (whi takes a break every 10) . this is absolutely ridiculous! I came here to replace my phone but after horrible experience I will go to another carrier. I had a phone replaced by Assurion less than month ago and it does not a charge. if you call T-Mobile for help they send you to 3rd world country who has difficulty speaking English. it's just as frustrating. this used to be good company with customer service in USA. not the case anymore. and the manager is a woman who is so rude and arrogant. leave T-Mobile they don't care about you as a customer. read more

Rep was not helpful nor friendly. She was not looking for our best interest of me and family, we the customer. Later on she stood up went to a back room and we where referred us back to initial service rep after she ran our credit. Such bad sales that she did not give us her the name because she did not introduce her self adequately. read more

Amazing customer service from the team especially Elvira. The time and efficiency was outstanding a great experience beyond any expectations softened the prices and a bit of sticker shock but knowing my three phones and account transfer was worry free ! read more

I was getting completely fed up with T-Mobile phone support because of the back and forth and outsourcing of representatives so I came into the store after work for guidance. I am soooo thankful Ariana G. helped me with all of my issues, she is a lifesaver! I called Customer Service to try to get a new phone line activated... they said someone has an account with my SSN that was fraud. Ariana sent over my ID & SSC, turns out the representative on the phone typed in the wrong number. Ariana quickly corrected that. I opened a home internet line, but when I called to connect it to my corrected account, phone representatives cancelled my account, and moved the internet line to my OLD account that my phone number was released from. Ariana quickly corrected that. Phone representatives said that the grandfathered in phone plan I had previously wouldn't be able to roll over WITH the internet plan... guess who corrected that? ARIANA! I attempted to get this resolved for over a week with phone reps and the T-Mobile store by my house in North Park.... all resolved with Ariana over the course of 2 hours. (1 hour for one visit, and 1 hour the next day since she had to fix what the phone reps messed up again.) Please give this woman a raise, a promotion, a round of applause, all of it. Her customer service skills, bubbly personality, and knowledge of the job/the entire T-Mobile System are definitely qualities that the company needs to direct straight to a Leadership position. Thank you so much Ariana! :) read more

Chill T-Mobile location with prompt service! Well staffed and experienced no issues. Plenty of parking. Would return to again.

Shout out for Celine! Excellent customer service. I took my dad to get an Apple Watch for his birthday. Celine took the time to explain all of the features. She checked if the watch was available before checking my account. She wanted to make sure not to waste my time. Celine made sure my dad and I were comfortable and well taken of. Highly recommend. read more

Always takes 1 to almost 2 hours to wait and even get help. I had to come back 3-4x for them not to help me each time. I came in for an upgrade and have been with T-Mobile for over 7 years. There's always issues and when I got to Fashion Valley T-mobile they assist me right away. The manager doesn't help either. The only employee who attempts to help is Arvin. I do not recommend going to this T-Mobile. I get more assistance on the customer service 211 - they have even called the store for me prior to me going there for the 3rd and last time. They need another factory store in Otay Ranch or East Chula Vista because this one is always busy. I've seen other customers get frustrated and leave - even if they wanted to buy a phone cover or accessories. read more

I had a bad experienced in walmart eastlake .The worker / cashier forget to scan and remove the security lock for the item 4 items that i bought .and 1 of the item i bought is a 2 set a sweater and a shorts pants with both has security locks. I am not sure if the guy is a stupid i saw him removing the lock on a short pants and the other lock for the sweater he did not and didn'tscan it.. went the persons check receipt on the exit . the security lock didn't trigger the alarm. I don't know why it did not make a noice .. so i went home and when i check all the groceries and the clothes we bought i saw it was not removed the lock and it wasn't even scanned. I called them but nobody answered. So we went to Wal-Mart and paid for the clothes !bad people sometimes do bad things!! I just hope and pray for him for doing that to me!!!! And i learned something check your stuff before you go out of the store. I paid for it . they mighty frame you for things you did not do! Just be careful everyone.. read more

The customer services is not good even if you talk with the manager, Mario, it doesn't help. I came with my son to put the SIM card and we came 3 times because they messed with my phone and his phone changing the numbers and when I asked to go inside with my son, and ask the manager he said no 2 family members Inside. I understand that tule because of COVID but few minutes before they had a couple go inside. Our appointment was 5:00 pm they closed the store 8:00 pm and still with no answer. SPRINT we miss you this T Mobile store do not deserve to have your customers. ARVIN ,MARIO very bad costumer service Viki couldn't answer my question Neither. One star just because Kevin was the only one who take care of u read more

T-Mobile - Empty the store and my son waiting outside, I understand the protocol but please be little flexible with your costumers . - Mobile Phones Near Me - Chula Vista, California

I was having so much trouble with my phone. I spent two hours on customer service they couldn't help me so they sent me to a T-Mobile store in San Ysidro. They also did not help me. They suggested I went to the Apple Store. so I went to the Apple Store. I waited for hours for them to tell me go back to the T-Mobile store so then I went to the one in Eastlake and ADRIAN FIX MY PHONE IN LESS THAN ONE MINUTE. EVERYONE THERE WAS VERY COURTEOUS. I DON'T REMEMBER THE GIRL WHO TOOK MY NAME DOWN, BUT SHE GREETED ME WITH A SMILE. read more

If one could give a zero rating this location would get it. Waited over an hour just trying to turn in our old phones. Time and customer management is needed. Lots of small talk going on and the tech knew there were a ton of people waiting. Please save the chit chat that isn't phone related when you have no pejorative waiting. Lousy experience. Find another location to transact if you can. read more

Most mobile stores I walk into are always busy. Today, I dreaded having to walk in and wait. Often times, I don't mind the wait as long as the individual is friendly and helpful. Jose was the young gentleman who assisted. He is very pleasant and friendly. He made sure I was aware of all the benefits that I qualify for. He didn't try to oversell an item either. He was very personable too. Thank you Jose for making the process seamless. read more

I went to upgrade 5 phones , the sales lady unfortunately wasn't attentive at all , we ended up going to the other location and purchasing .

Customer service could be improved. Go in there and you're asking questions and they're giving you yes and no answers and you have to keep asking for more information. They're not helpful at all. read more

Their internet service is the worse!!! They scammed my parents into making them think they could get service but Tmobile knew for a fact they lived outside the area of coverage. Unbeknownst to my parents, all they were using was their own phone hot spot. Their internet kept failing and was slow so when they contacted T-Mobile they just kept replacing the tower...they knew the tower wasn't the problem!! They scammed them for three months and refused to refund their money. This was a contract to provide a service which they never received. read more

Okay it was that dreaded time. Kids phones are dying. New upgrades are out. Time to flip to another provider again...ugh. It's never easy doing this. I've run into some shady people at multiple providers. Acting like they're doing you a favor. Ignore you if you're only looking for an accessory not a phone. Treat you like nothing once they've made their sale. So after taking an aspirin and a sip of The Macallan we headed over to this branch since it was close by. We were greeted by Alvaro. First I have to state we didn't know they were closing in 5 minutes that night. He didn't even mention that. He asked what we were looking for and proceeded to give us a crash course on what was available in terms of devices and plans even past closing. We came back the next day sitting with Alvaro who was able to give us a very detailed breakdown. Here's the cool part. We still needed to do a little more checking around and Alvaro was totally fine with us just coming back any time if we decided to sign. No pressure at all. We actually decided to come in a few days later (unfortunately Alvaro wasn't available) and met with Aracely who was able to sign up all four lines and set up my device (the rest of the family had to wait due to stock). Again, same friendly patient service for at least two hours as she set things up. When the other devices arrived we again came in and this time sat with Jose who went on to set up the remaining devices. The entire time Jose chatted about just anything and it felt more like hanging out with a friend. Before we knew it he was done. Much kudos to those team members for showing fantastic customer service especially during the holiday crush. read more

Many, many thanks to store manager Alana for spending so much time helping my blind friend Herbert set up his phone. Her efforts on his behalf went above and beyond any and all expectations. Without Alana's support Herbert would not have a usable phone. Thank you!! read more

I called the T Mobile 800 # on 11/14/23 to speak to them about a few things. One thing was regarding their TV advertisement stating that new and existing customers can get a free iPhone 15 Pro. Unfortunately, the word "free" is used loosely because to get the "free" phone, existing customers like us must change to a new, more expensive, monthly plan. That's not free in my book. I also asked them what kind of trade in allowance my husband could get on his iPhone 7. The rep told me he would get a $25 credit for his phone AND a $200 dollar promotional allowance for a total of $225 toward a new iPhone (she said she would make note of this in our account profile so that when we went to an actual T Mobile store, they would be able to see the $225). To that end, we went to the T Mobile store on Otay Lakes Road yesterday. The rep there looked at our account, saw the $225 notation, acknowledged it, then refused to honor it, stating in what felt like a very cavalier tone, that the original rep was mistaken. Both sides of this company need to get together and be on one page when dealing with customers especially loyal long-term customers like us. The store, in good faith, should have honored what the original rep told us. Shame on you, T Mobile! read more

Walk into the store asking for my phones to be unblock cause I was ready to switch companies after a nasty text message about roaming, Mr. Salcido and his team were so polite and helpful I ended up upp grading my plan and left the store really happy and satisfied. read more

T-Mobile - Jesus Salcido is the best agent ever - Mobile Phones Near Me - Chula Vista, California

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Do not go to this place. I have been twice, and both times they were closed by 6 even though they had 3 employees there. The sign out front along with Maps shows they are open until 8. They always come up with an excuse as to why. This last time was due to rain, and it hadn't rained in over 3 hours read more

Wow the wait at this store. Oil change at valvoline is 5x better. It's been an hour and I've been next in line since I got here. They need a new manager who knows how to run a store. Cut out the small talk. Assign a dedicated person to help those people who just bought a phone. Not everyone are here to buy a new phone. Some are just a quick purchase. read more

I came in to add a line and trade in a phone towards a new phone. Isabel was the one that helped me and it was closing time. Great service and was not rushed at all even though they had closed already. Recommend anyone to get support needed from Isabel. read more

This is the last time I ever come to this sprint store. I went in there to pay off my phone and close out my accounts with Sprint/T-Mobile. Only to find out 1 month later that they never canceled my tracker and now they are charging me a month service plus late fees. You guys are a joke. read more

I recently changed my service to T-Mobile after being with AT&T (& Cingular) for over 16 years. We were hesitant for a while mostly because of just dealing with change. Aside from the promos and the better service plan that suited my families needs, the customer service experience I've received over the week of being with this provider has been nothing less than excellent. I went in on a Friday afternoon, checked into the store and was quickly helped out by Jesus. We sat down and he was able to break down all the processes and pricing for what I was looking for. He continued to explain current promos and write out every thing for me. Still hesitant on committing, we wanted the weekend to think about it. We returned on the following Wednesday hoping to get help from Jesus, but he was off that day. No matter, we got quick and comprehensive assistance from Andria. She outlined everything also just as Jesus did and made sure she was aligned with that previous conversation. We committed and decided to make the switch. She handled our four lines, we got way more value from this provider at the price we were paying with AT&T. Almost a week of being a new customer, I receive my bill. It was way more than what was discussed. $183 more!! So I went into the same store, this time Jesus and Andria were off. But Kevin was there to help and was very responsive to my concerns. He listened to all my worries, did whAt he could with corporate, and stated the rest had to be dealt in store with the store manager. I was told it could take up to 14 days for management to open, review, the case. 14 days turned into about 30 minutes!! I got majority of my bill taken care of including some credit for the inconveniences. What a win! My concerns with my first bill was addressed pretty quick and I am 3 for 3 on positive customer service encounters. I hope I continue to have positive experiences during the rest of my time with T-Mobile. read more

Worst costumer service ive ever experienced. By far the laziest T-Mobile store! Don't waste your time by coming in you might as well call customer service from your home and save yourself a trip. read more

I come here often to pay my bill. The staff is helpful and helps me with my billing needs. I did not purchase my phone here, but they seem to have a good selection on phones and accessories. read more

T-Mobile - Mobile Phones Near Me - Chula Vista, California

I came in to purchase a new phone and was greeted immediately by the employees! Jennifer helped me pick out a new iPhone. She completed the setup and even placed on my brand new screen protector. She was very knowledgeable, and most importantly friendly. I was very pleased with the customer service received, all the employees working were so kind. read more