Went in to replace my screen protector and had a nice conversation with amber ! she definitely knows about her products and knowledge about T-Mobile ! read more

Nancy Mondragon, I thank her for her help with my husband phone. Very patient. Also a plus that she is Spanish speaker Thanks a lot! read more

Absolutely... Julia was awesome she took the time to explain all the details I needed to activate my new phone. ... was a great experience to work with a person so helpful. read more

The staff here is fantastic. I say this after visiting multiple times over the last few months and dealing with 3 different reps. Everyone is friendly, offers solutions and gets the job done. No run around, no pressure selling, none of that. They are awesome. As is the company as a whole. They do what they say, and always deliver. Best value, best service and best people. read more

Excellent experience I needed a new phone in the middle of my work day my phone broke Alex got my new phone online and working in about 40 minutes. Verizon had never even transferred my data to any new phone I had before. T-Mobile really has much better customer service. read more

Update: I've had to since knock off a few stars. As it turns out, Brandon switched me to an unlimited data plan WITHOUT talk and text. So my phone was no longer useful as a phone, and I was unable to make phone calls or texts for over 24 hours, which was inconvenient. Luis instructed him to give me the unlimited plan WITH talk and text, but I guess there was a miscommunication there. I had to return to get the issue fixed, again by Brandon, the very next evening on 12/04/2024, which was also inconvenient. This is not the reason why I am knocking off two stars. Mistakes happen. Miscommunication happens. I am very understanding about that, and I never have an attitude about expecting everything going perfectly all the time, NOR having a fit about a mistake that might happen in good faith. I told Brandon that he gave me the wrong plan. No apology, no "Sorry about that!". I even told him I don't blame him for it, as mistakes happen, miscommunication happens. He just didn't want to take responsibility for his mistake. I don't mind bearing the brunt of someone's mistake, but they MUST give some placation in the form of a simple apology, which is sufficient and appropriate. Not doing so is just rude. So minus one star for that. I probably wouldn't even be writing an update to my review if the drama didn't just end there. He then proceeded to tell me my plan was fixed. So of course this time, having learned my lesson, I tried texting a contact to test it out. Message blocked. The problem was not fixed. So Brandon did something else, and said okay it's fixed! No, another test text message was blocked. He finally fixed it. I then told him I would like to put my new credit card onto my account, and my online portal isn't allowing me to do so. He then lied to me and said that "Oh, T-Mobile doesn't allow credit cards anymore, only debit cards." I found this statement perplexing. So I politely pressed him for more information about this very untrue seeming policy. He told me he doesn't know why, but it is a new policy at T-Mobile. I asked him for how long it has been this way, and he told me a couple months. I said "Hm! That's strange, because I was able to put another credit card onto my account merely three weeks ago!" He shrugged his shoulders and didn't have an answer, because of course, he was telling me a big, fat lie. I really hate being lied to. I don't mind if an employee doesn't know the answer to something, and I don't expect an employee to know every little detail all of the time. But if an employee doesn't know the answer, and then makes up a lie to make it SEEM like he knows the answer, just to "save face" at my expense, then that's where I'm going to have a problem with it. Bad and dishonest information serves to confound and confuse the customer, and make his life more difficult, as Brandon did mine. So I called the Walnut Creek T-Mobile at 1345 South Main Street. I asked them about T-Mobile no longer allowing credit cards to be added to T-Mobile accounts. They told me they haven't heard any such thing, and I said to them that's what the Sun Valley Mall T-Mobile just got through telling me. They invited me to come into their store so they can discuss it, and I agreed. The T-Mobile store in Walnut Creek likewise did not know why I was not able to add my credit card to my account, but unlike the Sun Valley Mall location, they did not lie to me. They said "We don't know, but we're going to find out." So they called someone, and the lady on the line told me the exact reason: that it was within three days of my recurring payment, and I was therefore unable to add a new credit card during that time. The way the Walnut Creek location is the way to handle a customer's problem, not the way the Sun Valley Mall location did. They did not pretend to know the answer, and they did not lie. They simply said "We don't know, but we're going to find out." And then, they solved my problem. So my advice to the the Sun Valley Mall location is, know your policies better, but more importantly, do not lie to the customer. Take responsibility for your mistakes and whatever lack of knowledge you might have. It's not a big deal to make a mistake here or there, or to not know EVERY aspect of your job. But it becomes a big deal when you are dishonest with the customer. The customer in turn has to make a bigger effort to get to the bottom of whatever you're not telling him, and also is disrespected for being lied to. Anyway, the main takeaway here is: do not waste your time going to either the Sun Valley Mall in Concord location, nor the 25 Crescent Drive location in Pleasant Hill. Save yourself a LOT of trouble: learn from my mistake, and just go straight to the Walnut Creek location at 1345 South Main Street. Those guys are really great! read more

Went in today around 5:00 pm maybe 5:30 today with a friend cuz he had to get a print out of his statement . The "manager " and use that term very lightly . 1- right at the start he had straight attitude cuz we interrupted his conversation with the other employees. In a Phillipino accent - I'm half Phillipino- so I'm doing the voice as I write this . Mind you the T mobile rep. On the phone to go on to a store and they can print it out for you and the rep. Made notes starting what's going on . PART 2. read more

Came in with a trade in issue and Jeff helped me out with the best customer service possible. Very cool guy with a great personality. If you have any issues or need to upgrade your phone, go and see him! read more

The person to help you with your new phone is Amber. She is Awesome. Anytime I have a problem with my phone she shows you how to correct it and explains why it's happening.. This is the only Tmobile store to go to. read more

Needed to buy a new iPhone and Amber the Mobile expert informed me of the promotion going on. She patiently answered my questions. Very helpful. After purchasing my new phone my number had an issue transferring. Luis the manager solved the problem. I recommend this store. read more

This is a review of the employees at the store inside the Sun Valley mall. Jeff and Nancy serviced me. However, everyone else in the store was also extremely kind and patient. I had a billing issue and they went above and beyond to figure it out (something that the 800 number hasn't been able to do for over 6 months). They asked me to call them if my issue was not resolved promptly so they could further investigate. I would highly recommend that you visit this store. You never have to wait on hold when you call or visit; they take care of you immediately. They also have bilingual representatives which is great if you need this. read more

Staff in the store are great, the sole reason for two stars since Yelp forces me to give them at least one. Staff were attentive and fast. The managers, not so much. Paid off my phone and traded it in to them for a two year credit in May but never received it. I called customer care a few times over the next few months and was told to wait, it'll show up. Then told, no, call the store. Spent over two weeks calling to talk to a manager after staff said a manager was the only one who could help me. The best, "He's on the phone but will call you back." Called back twice within a couple hours and was told he was still on the phone. After the third time, "Sorry we're closing soon. He isn't here." I was finally able to resolve the issue with customer care . I'm not holding my breath for that call back! read more

Well, ummm, let's see....you suck! I was already frustrated and consumed with panic because my cel phone went haywire, and I was in desperate need of a loaner phone until I got my replacement. I get to your little kiosk and I am told you are out of loaner phones. So I am pissed but I will be OK, so I decide to look at some of the phones and play around with them so I can decide what replacement phone I want to purchase. Well, how can I do that when every phone I want to look at has a dead battery? Thanks, for nothing T-Mobile! read more

Hamed was so helpful! He answered all my questions and concerns. Hamed was an amazing helper and worker.

Very sad what T-Mobil has done to Sprint customers. At this location Kevin is more like a used car salesman than a wireless pro. Will lie to your face after lying on the phone. I would not recommend this store or anything T-Mobil to anyone. Spent half the day trying to release my sons phone number to him so he could start up his own account. Then to have Kevin call me back and apologize saying he forgot and it would be easier to just go to another carrier. Corporate America at its best read more

I was able to switch from Sprint to Tmobile super fast and I was able to keep my same number. I wish I had gotten the name of the guy that helped me, he was great. Tmobile has a first responders discount so we're able to save a lot on our phone bill. Customer service upstairs is way better than the location downstairs. read more

Came to AT@T expecting the headaches for what I needed done but, Ashneil & Antonio were amazing and made experience very pleasant. Everything got done if half the time I expected with great customer service. Will definitely come to this location again thanks fellas! read more

Adriana & Juan are simply AMAZING! Not only did they give us all the awesome deals & promos they had going but, they made me feel SUPER comfortable with my transition from Sprint to T-Mobile! They were very professional & upfront about everything. They walked us through everything & made everything very easy to understand. I HIGHLY RECOMMEND THIS STORE THEIR EMPLOYEES! read more

Apparently, from the previous reviews, this store has improved greatly. Purchased two Samsung phones here yesterday. The salesperson, Javier, was very knowledgeable, helpful and patient. Great job, T-Mobile! read more

I'm glad we visited the store on Oakgrove road Walnut Creek. The sales lady Andrea was patient and very professional to share the plans. We switched from Verizon and happy with it. read more

I got Five Star assistance from Mr. Hamed Askarzada at the Sun Valley Mall T-Mobile Store. I had a Samsung Phone that was not sending or receiving calls. Hamed diagnosed my problem precisely. He is an expert troubleshooter and a T-Mobile Super Star. He is honest and knowledgeable, which makes him a rarity for many cell phone companies. read more

Honestly, going into the stores is always such a hassle. My rating is for the the T-mobile associate Hamad. As as the company itself I would have trouble giving any stars most of the time. I tried ordering a phone online twice and after signing the EIP immediately after receiving it, after a few days I got an email saying I didnt sign it and my order expired and was cancelled. On both occasions I called Tmobile customer service and they said not to worry order was successfully processed. So the fact that I HAD to go into a store at a mall 4 days before Christmas because they were the only one in the area that had it in stock was frustrating to say the least. But I walked in and Hamad helped me immediately. He listened and didn't try to upsell me or waste my time. By far the best T-Mobile experience ever! read more

Edit 5/29/16: Nevermind. Changed from 5 stars to 1 star. Nothing ever got fixed in the end. The company still owes me nearly $500 in unnecessary charges. Not Michelle's fault, though. She did what she could. Original post: I was having a particularly complicated issue regarding several charges to my account after it had been closed and was receiving absolutely no help from the T-Mobile customer service call center. They eventually said they would be sending me a full refund via a Visa card from Citibank. I waited over a month for the card to arrive and received nothing, so I decided to reach out to the number provided online for customer service once again. I called a couple of times and every time I would get a different answer or piece of advice. It was pretty miserable and I was becoming increasingly frustrated, as I was having to jump through all sorts of hoops just to be reimbursed a substantial amount of my own money (months and months of charges) that shouldn't have been taken in the first place. I decided that I'd had enough with phone calls and wanted to talk to someone in person. Perhaps I'd have better luck. I decided to visit this particular store, since it was just after 8pm and the others were closed. As I walked in, I was warmly greeted by Michelle. I explained to her the complicated situation I was in and she simply smiled and said "not to worry." I honestly wasn't sure if she could help me or not, but the way she attentively listened and spoke to me eased my concern and made me feel more comfortable. She instantly went to work, making phone call after phone call, all the while collecting about 5-6 sticky notes worth of information in the process. Even when she was on hold, instead of stare at the wall or something, she would cheerfully chat with me in a way that didn't feel forced, as if her boss was watching or something (in fact, he wasn't around at the time). She was just incredibly friendly and genuine throughout everything. It became apparent that the issue wasn't going to be resolved before she and her co-worker (who was also friendly, I might add) had to close up shop, so she gave me her business card with her information and told me that she would come in a little early the next day to continue where she had left off. Sure enough, by the time I had woken up, I had received a detailed email update from her. I was blown away. By mid afternoon, I had received a second email from her confirming that the issue had been pretty much resolved, complete with phone numbers and all the information that she had gathered. Let me remind you... I'm technically not even a T-mobile customer. This whole issue was regarding an account I had closed a year ago that I was continually getting billed for. Amazing. I can't remember the last time I had ever received such great customer service from any company, ever. Michelle E. is truly the best. I encourage anyone who visits this particular store to personally ask for her. If corporate is reading this, know two things: 1) If all of your employees even gave half of the effort that she gave to help me, your company would be unstoppable (in a good way). 2) I have never written an online review for anything before, but in this case, I simply felt that to not do so would simply be unjust. The incredible hard work and dedication needed to be rewarded in some way. I don't know what Michelle is being paid, but it's not enough. She single-handedly changed my entire opinion of T-Mobile. Thanks again, Michelle! read more

Amending my older review. The service was bad, the phone was bad and I could not make a call half of the time. No reception at and around my house. I got out before my 30 days were up. **One good thing I can say is the return was no hassel at all. PLUS SIDE: I got a full refund to my credit card. 100% lovely returns here. read more

I am surprised by all the negative reviews. I had an excellent customer service experience here thanks to Michelle and the guy that ended up helping us in the end (wish I remembered his name, sorry). The entire staff was very friendly and knowledgeable. We had a slight problem getting my small business account set up but the guy that was helping us was there for us throughout the entire process and really went above and beyond. This is the least I could do to show my appreciation for the excellent service I received and witnessed both days I was there. Thank you! read more

Switched from sprint after ten years of over paying for what i thought was good costomer service. The moment i switched to t mobile i was so happy. Cut 60 bucks off my monthly phone bill and i now have way better signal all over the bay area than i ever had with Sprint. The folks at this particular store are supremely friendly and helpful as well. By the way the phone i got is hands down the best phone i ever had LG Flex. read more

Twice in the past six months t-mobile support has sent me to "a local store" to handle replacement of things like a Sim card and a track ball. Both times these guys acted like they could NOT help me and sent me to another local store.... do they hate women here???? They will SELL to me just fine, but NOT do repair??? Both times I have put them on report to T-mobile itself.... the one on Crescent Drive in Pleasant Hill rescued me both times.... the one in Sun Valley Mall, the people there need to be trained on keeping parts in stock and in how to help people and not look like they, themselves, are customers because they are slacking off so badly. That is my take. read more

What a great experience! Went in store to buy the new Galaxy 6 edge, I was helped by EVERYONE! A wonderful sales associate named Ben helped me pick out the phone and up sold me on a SUPER COOL FANCY case that I'm really glad I bought now. He definitely kept my mom and I entertained during the set up process, very friendly and helpful guy. A sweet girl named Michelle helped me pick out the right color/phone size as well as put on the screen protector, then I was shown some cool tricks I can do with my new phone by a guy named Joe. Overall, I think they did a wonderful job with their ability to show TEAM WORK! I'm thrilled with T-Mobile. THANKS AGAIN GUYS!! I LOVE MY NEW PHONE :) read more

5 Stars Plus. Super Great Customer Service. Customer Service was so great I went from AT&T to T-Mobile right there on the spot with their buy out contract deal. They all our questions with no problems or hassle. I do recommend this location and tmobile in general for a better reception over at&t. read more

I received very excellent help from Mr. Mike Ferris when I purchased an LG Stylo 3 phone yesterday. I explained to Mike what I was looking for in regards to what I needed for work and he helped me find what I was looking for. Mike was extremely courteous, polite and professional during the sale. Not once did he try to sell me a phone that I did not need nor require for work related duties (which was a plus). Mike was straightforward and honest with everything he explained, including how the payments would break down on my bill. I would recommend anyone visiting this T-Mobile location to speak with Mike Ferris thanks to his expertise, honesty and professional attitude at work. I will only visit this location because of Mike and he's earned my business as a repeat customer in the future. read more

Was served by Hector. Efficient with a quirky sense of humour. What's there not to like?

I added a 3rd line around July this year to my account and the sales representatives Carla Catalan told me that the line would cost an additional $20 on top of $80/mo I normally pay, so $100/mo including all the discounts (kickback, autopay etc). Her estimate was way off. I got my bill and it's $10 more than what I was expecting to pay. I contacted the T-Mobile customer service and they apologized that the sales representative mislead me did not explain what my bill would look like. She told me that they would give me a one time "mislead" credit of $15, but after that I would have to pay $110. Instead of the original $20/mo I was told, I am now paying $30/mo extra!!! This is all T-mobiles fault and the person who sold me this line should be paying me $10/mo. I am upset that I have to tell the person who I got this line for that she now has to fork out more per month. I hope T-mobile will respond to this complaint and make the correct adjustments. T-Mobile needs to retrain their employees to conduct business properly and not take advantage of its customers. read more

Great customer service ever! Michelle helped me out to get a phone for my wife and she was very attentive and really helpful.

A few days ago I was shopping in the mall and lost my phone. I went up to the T-mobile STORE not the kiosk to see about getting a new phone and turning off the service to my lost phone. While one of the employee's SAAD was supposabley suspending my service, security showed up and SAAD told them that one of their phones were stolen and that he seen the man that took it, he then pointed directly at me and said that I had stolen one of the stores phones while in fact my phone was stolen from the mall. Security asked to talk to him(SAAD) outside the store where I heard him say that he didnt see me take it but I was the last person he seen with it. I didnt even touch the phone he accused me of taking bc it wasnt there when I went in. After SAAD returned back in the store SAAD then told me "Im not saying you did it, but your the last person I seen with it and im just following protocol" And "Security is going to review the footage" After I walked out to leave I thought I should go back in to talk to a manager where SAAD then said " There is no manager here," handed me a card which I seen later that it was blank and that he didnt have to answer any questions and asked me to leave.... After going to a different T-mobile store the next day to purchase a phone I then found out that SAAD had lied to me about suspensing my service.Luckily whoever stole my phone didnt run up the bill. SAAD was incredibly rude and unprofessional and Tmobile should be ashamed for hiring such a horrible employee. read more