We've been in here a few times trying to look at our options for new phones and service, etc. Every time we are helped by Yani, and she has been nothing but knowledgeable, patient, helpful, friendly. She seriously knows what she's doing and she goes through all the options with our priorities in mind. And when we decide not to buy anything (which has happened the majority of the time) she is always polite and doesn't act like we wasted her time or anything. She even remembered us from a previous visit this last time, and I did end up buying a phone from her, and the fact that she remembered we didn't buy anything from her didn't seem to affect the way she treated us at all. The store itself is a little bare, there aren't too many things to look at or buy. But in general, I feel like these days, you go into a store like this sort of knowing what you want, so I don't think that should be much of a deterrent. Ask for Yani! She'll be a huge help! read more

I recently had a very disappointing experience at this T-Mobile authorized store. I was aggressively pushed to add multiple new lines to my account and told it was required for certain promotional benefits. I ended up leaving with several devices I didn't actually need. After reviewing everything at home, I realized the changes were unnecessary and not what I wanted. I had to return all the devices within their very strict return window, and even though I acted quickly, I still had to pay restocking fees. I also had to contact T-Mobile support to undo everything and restore my original plan. The whole situation felt misleading and stressful. Customers should be able to trust that they're getting honest information and not being pressured into extra lines or devices. Definitely double-check anything you're offered here. read more

Waited over an hour to still not be helped. Ended up driving to another T-Mobile location to be assisted and out in 5 minutes. No one even acknowledged me and there were 2 people there read more

My girlfriend and her mother spent nearly two hours in this T-Mobile store and left worse off than when they arrived. The employees clearly did not understand their own policies or what they were talking about, and instead of getting proper help, they were given incorrect information over and over. To make matters worse, they were instructed to pay for something over the phone that they should NOT have been charged for. This was presented as "the only option," which later turned out to be false and potentially improper. This wasn't just bad customer service -- it was misinformation that cost customers money. No clear explanations, no confidence, no escalation to someone who actually knew what they were doing. A major carrier should not have employees who are this poorly trained or willing to push questionable charges just to move people along. This location needs serious oversight and retraining. I would strongly recommend avoiding this store unless you want to waste hours of your time and risk being charged incorrectly. read more

I have been a loyal customer with T-Mobile for 19 years, and I am extremely disappointed with how I was treated. Recently, they asked me to pay a large deposit to get a phone upgrade. This felt unfair and dishonest, especially after so many years of loyalty. To compare, I was able to get the same phone from Verizon with no down payment at all. That shows me this is not about credit or policy -- it's about how T-Mobile treats its long-time customers. Because of this experience, I will be taking all of my business to another company. After 19 years, I expected honesty and respect, and unfortunately, T-Mobile failed to provide that. read more

There was a young guy today. Very helpful. Immediate attention. Best service:) I need help with my phone he was able to do it fast, also very polite and attentive read more

Issues with online customer service so had to visit a store to handle. Yani was very understanding and helpful. She corrected the issue and I was on my way. read more

We were told by one of store managers that we were on contract and kept delaying our complaint to cancel because obstruction of a sky view. various excuses like we need to replace the equipment , move the equipment, update software. We also complain b/c we wanted a $150 a month senior plan and she said per plan couldn't change and didn't LISTEN WE DIDNT WANT AN UNUSABLE $285 a month PLAN. Sad we are on fixed income we told her and it shows poor listen skills and preferred her own agenda. They should refund us our 10 months of a useless stream service. Short young black woman. read more

The manager in here is awful! Do not go here ever! First of all... this is not a corporate t-mobile store.. so they can't fix things like the corporate store can. Go to concord where they actually know what they are doing and can fix your account if needed. I went in there to get my account switched over.. got upgrades, tablets, watches.. etc.. which were all supposed to be on promotion and discounted.. I ended up having to return everything because the manager never did reduce the bill ad promised and then didn't even want to return the items that I had purchased even though it was within the 2 week window.. long story short.. I ended up going to the corporate store in concord where i received excellent customer service and they actually fixed the mess that this "manager" had created.. worst experience ever.. I almost left T-Mobile because they her and the frustration that she caused. read more

I will advise whoever own this business need to change this manager. I was sitting in there with my girlfriend for four hours two people. They're serving trying to serve everybody. They have about 12 people in the store and after I finish get service everything was wrong never receive a good service. I would advise it to replace this manager or shut down the store. read more

They made a wrong, right. Five-star review for good customer service due to fruitfulness of the outcome.

First of all, I have AT&T as a service provider. I went to the AT&T store around the corner from this place, looking to purchase and have installed a screen protector for my recently acquired iPhone SE and for help removing the case on my old iPhone 6. The friendly service person had the case off before I could even see what he had done. He then told me he was sorry, but they had no smaller screen protectors in stock and suggested that I go around the corner to T-Mobile and buy it there. When I entered the place, there was no one in sight save for a fellow who appeared to be a waiting customer like me. I stood around pondering where the T-Mobile person was, when I noticed an open door off to the side in the corner. I walked over and peeked in from about 10 feet away and observed a fellow talking into a phone. When he saw me, instead of saying something friendly like "I'll be with you in a moment sir" he TOLD me to move away from the door. I went and sat down in a chair. I sat there for at least 5 minutes and then he came out and, totally ignoring both me and the other customer to answer the phone. Just then, a young woman came out of the door in the corner. She proceeded to ignore us both while talking on her phone. I sat there impatiently for a few more minutes, whereupon I reached my limit for patience, stated loudly "I guess you don't need my money" and left. I mumbled the "B" word as I headed for the door. Perhaps this was inappropriate, but I think anyone else would have been similarly frustrated at such a lack of customer service skills. Don't waste your time or money at this store. read more

On August 12th, I went with my 86 year old mom to the local T-Mobile store. She'd recently switched to have her own account for cell phone service and added internet service as well. They gave her an Ipad and a Samsung table 'for free.' She clarified that there was no charge and they confirmed. Then she made multiple requested payments in the first two months; two of which were returned. Then her service was shut off. We went to the Ygnacio T-Mobile store; which is not run by T-Mobile; it's a franchise. As it turns out, the ipad & tablet weren't free: the staff at the Ygnacio T-Mobile store opened two additional data plans on my mothers' account. So I went with my mother to see about getting things straightened out. The franchise employees Yani Paul, manager, and Destiny Kellog spent the next forty minutes lying to our faces about submitted payments, 'no idea' how data plans got added and then generally just started quoting BS back at us "I'm doing this to save you money." They supposedly removed the additional lines; but when my mom came back later to return the 'free' Ipad and tablet, both Yani Paul and Destiny Kellop ignored her for half an hour. She watched Destiny complete a transaction and hand a printed receipt to a customer. Mom requested a receipt for the returned hardware only to have Destiny tell her "I don't know how to do receipt" Fortunately, an actual T-Mobile store, not a franchise, was able to straighten things out, removing the extra lines, fixing the messed up phone account, etc.; but avoid the Ygnacio Valley T-Mobile franchise store: the employees will scam you and add unasked for and unneeded lines to your account. read more

Customer service needs improvement. The young lady at the front was rude and asked us why we didn't go to another location! She assumed we were from another location but we were actually from Walnut Creek and this location was the closest one. I ended up leaving the store. read more

Customer service is horrible. The workers are lazy, unprofessional, and rude. do not come to this store

This T-Mobile shop helped me out even though I don't use them. In an unfamiliar area, I was looking for the Verizon store to help me change my SIM card. I wasn't having success finding it, but spotted T-Mobile. I explained my problem and the worker there was happy to help. She switched the SIM card and then told me how to find Verizon. Great customer service at this store! read more

T-Mobile - Front of T-Mobile in Concord California - Mobile Phones Near Me - Concord, California

Ebony was excellent. She took good care of me and my wife. They had a promotion and we got some amazing deals on new phones, tablet, and home internet service. She was very knowledgeable and gave us a great customer service experience. Very pleased. read more

Had good service when I went in to purchase a few things a few months ago, but when I went back to return the internet that didn't work for us, they were no help at all. Zero guidance. Very immature customer service. It was clear they did not want to be helping me. However, they did try to convince me to upgrade my phone. read more

To me, it has to do with basic courtesy. Showed up 30 minutes before closing. They had put the phones away and I asked I compare a couple of phone sizes. The person there said, "Next time you'll need to show up earlier" I don't have an issue them not taking the phones out. But will it have killed the person to say, "Sorry, we've already put the phones away." Anyway, it looks like you shouldn't believe the closing hours at this store. read more

OK first off no one should ever go to the store. It's not an official T-Mobile store for one. I had no idea about that by the way. I started to get that impression when I first went in and this woman had a massive attitude. She didn't care about anything. Then came in to pay a bill. The guy was equally combative and angry. Refused to give me his name or any information. This was after being rude and unhelpful. Again not an actual T-Mobile store. No matter how much it looks like it is. Like a giant child he called me names. I was nothing but professional to him. Well until the end and I was upset. Avoid the store at all costs. Oh and when I walked in he was not wearing a mask. Then took his Time to put it on. Pic below is one that refused to give me his name. Or any information when I asked for it. Almost like he was hiding something. possibly knowing he did wrong‍ This is for the store on 5438 yagnacio rd avoid!! read more

T-Mobile - Bad employee - Mobile Phones Near Me - Concord, California

Today, my family and I went into this store with the intent to add another family member to our plan and upgrade our phones. Yani helped us with this process and was exceptional in her customer service. She provided us with an excellent deal both in adding our other daughter and getting new phones. She was patient, clear in her explanations, and very pleasant to work with. I highly recommend visiting this location. read more

Please come and visit Yani! She is amazing and helped my family of 5, quickly, professionally, & answered any and all questions we had. Thank you Yani! We will definitely be coming back for further phone updates read more

I walked into the store and interacted with a TMobile AI chatbot. She was manufactured with a pudgy build and hipster glasses. She told me that I could receive a free phone, but I would just have to trade my current $85 plan into a $140 plan. When I asked her to explain, she kept repeating, "it's really just simple," while nodding her head to her permanently installed Airpods. When I realized that she had no personality or human skills, I walked out of the store with the same busted phone I walked in with. read more

They suck! I will never switch to them ever, tech support sucks including their in home 5G wifi!

Very disappointed!! We needed a new SIM card in one of our recently purchased phones. We asked before the replacement if it would affect anything in the phone, and we're told No. After the SIM was replaced, all of the contacts were missing. When we went back to the store not only were they not able to fix it or explain why it happened, one employee kept asking irelevant questions like where did you get the phone and why did you bring it here. It is a $800, 7 month old phone that we purchased from T-Mobile. The woman lacked basic customer service skills and was very immature. We went to the mall, and the techs explained that the error the Clayton store staff had made. We also learned that the Clayton store is not owned by T-Mobile. The Clayton store has a sign on the glass door letting you know they are not a T-Mobile owned store and are only authorized to sell the products. Think twice about visiting this store. read more

BEWARE!!! I was told if I trade in my phone I would get a $1000 credit towards getting a new phone but had to open up an extra line to do so and could cancel it in six months while still keeping the phone and not having to pay for the extra line. Six months are up and both the phone rep and store rep tell me that's impossible to do without me having to pay for the phone outright. Store rep says it doesn't seem like a promotion they would do to be able to cancel after six months and keep the phone but they were the ones that told me I could do that. I told him why would I need to trade in my phone, and open two lines that I don't need when I could have just paid for the phone. He didn't have an answer. They are focused on selling you rather than helping you. In the end, I ended up giving my old phone for free, paid for 2 activation fees ($60) that I don't use, $30 monthly for two lines and $20 monthly for equipment fees. T-Mobile just played me. DO NOT GO HERE AT ALL COST. I hope everyone reads this before going there. read more

Be aware that this T-mobile location at 5438 Ygnacio Valley Rd Ste 50E Concord is a third party location and not a real corporate t-mobile location. I had lost my phone, ID and credit cards which left me in a vulnerable situation and let my guard down. I was lied to and taken advantage of. All I wanted was to purchase an older version of the I-phone and pay in full but I was told if I changed my plan and only for $3.99 more I can upgrade to a free I-phone 13 and a free tablet and watch. I asked again if I will be charged for any of these, the 2 out of 3 girls that were helping me constantly went back and forth looking at each other and saying (no it's all free, only change of plan). I got everything trusting them. when I got home and went online to sign the contracts I saw charges for over $1200.00 on my account not including all the taxes and connection fee charges I paid at the location. The next day I went to the Walnut Creek corporate office and explained everything, I was told yes that I was lied to and taken advantage of. They spend 2 hours calling and returning and reversing everything. They were very apologitic and said not to ever go into any 3rd party stores. I learned my lesson the hard way. read more

The staff here is the best. Very friendly and knowledgeable. Highly recommend coming to this T-Mobile location.

Useless store, don't let the positive reviews fool you. I went in to get a 5G hotspot for an upcoming trip. They gave me a 4G LTE hotspot and assured me, no less than 3 times that it was 5G. It wasn't. I called T-Mobile and they verified it, saying I could easily swap it out in the store. Went back the next day and they couldn't fix it because the manager wasn't there. Suggested I return during his shift, 10-3 the next day. Went in the third time and the manager was in the back on lunch. When I asked what time he'd be off lunch, he had them say they couldn't do the return and I'd have to call customer service. No idea who the manager is because they couldn't be bothered to assist. Called T-Mobile and they said that was BS and that I could use a different store. Went over the hill to WC and not only did they swap it out, they found a phenomenal plan to go along with it. Don't bother with this store. It's run by Amtel, not T-Mobile. read more

I had the most fantastic experience with Yani today! She helped my father and I add him to my services and was thorough as anything I have ever seen!! She was pleasant and patient at the same time! Thank you so very much Yani! read more

Honestly I feel so uncomfortable from my experience I do not want to come back and wish I could change my service. I will for now be going to another location. While at the store the store I could tell the employee was hitting on me but I just let it go. As I left he handed my the store card but wrote on it his personal information to give him a call. During my time there he kept persisting that I come back to the store to get help or anything and he would help me. When I got home I there the card away. I usually would just think nothing of this and keep going about my business. However this employee took it to the next level and texted my cell phone number that I was using in the store to try and ask me out. What a huge violation and mismanage of your position. I won't be coming to this location again and will try to change services when possible. read more

This person that was helping us is on a personal call and not even bothered that she is talking on the phone with a friend while helping us out. Very inappropriate read more

I am a former sprint person who was now transferred to T Mobile and since they are making everyone 5G my son had to get a new phone . I noticed there is no where on the website to make an appointment - sprint used to switch our phones for us - so I chatted with t mobile customer service and they said to bring my sons phone to this location and they would help me switch it. I went in and the women behind the counter was very rude and said " we don't help sprint people switch their phones - we don't touch that "I was like WHAT?? So I called T mobile and they said absolutely the stores are supposed to help !! Never going there again ! read more

The gal that works there is the most rudest person I've ever encountered. Bad attitude, and acting as if she has some kind of high end job. Go get a real job and a better attitude. read more

Great customer service. My phone wasn't working and they were able to get me to the right location, they even called stores around to make sure I got the assistance I needed. I didn't get the reps name but they were both a great help! read more

I just walked out of this location with zero help from the staff who were just sitting around all over the furniture with nothing to do. This store has really slid, used to be my favorite store but looks like the personal turnover has left them with a bunch of useless help. I'm now headed to another location where I got superior service two weeks ago. read more

Here's my story and I hope somebody can help me do something against this company I've been with T-Mobile for over 5 years in May I purchased a Google 6 pro phone but the phone was effective from the beginning when I spoke with customer service the guy that I spoke with his name was John and that's all I have said that I could return the phone so that I wouldn't have to go through insurance since the phone was new and otherwise I would get a refurbished phone which wasn't right so I returned the phone to T-Mobile in the meantime while the phone was getting to them they were recording that they have received it the phone they said they had to record it in the warehouse I went on June 5th to the T-Mobile store near me and bought a watch for my phone but since I have purchased the T-Mobile phone or the Google phone through a payment plan through T-Mobile I said I did not want to have a balance for the phone and I decided to pay it off I paid it off with my credit card it was about 718.75 the T-Mobile received their phone it was marked as received and everything on July 1st ever since then I've been trying for T-Mobile to pay me back the 718.75 I paid at the T-Mobile store they keep refusing to pay me because they said that their billing is different than the billing in the store that only the store could refund me I went to the store three times spoke with the manager showed him my receipt and told them that they needed to reimburse me they even spoke with the customer service and they refused to do it because by now it had been over 30 days since I had made my payment so at this point we're on August 15th and T-Mobile hasn't given me my money back the store won't give me my money back and I had to go through my credit card but I recently found out that my credit card that they declined paying the credit card back the decline the claim so the credit card is having to file again this is extremely wrong and they're taking advantage of me and the fact that I don't have money to go hire a lawyer and take them to court T-Mobile is the worst company out there read more

Customer service leaves a lot to be desired. I came in to buy a OnePlus 6T and upgrade from my lg g6. They started the order then said there was a $20 upgrade fee. I paused, confused, asking why I had to pay $20 just to buy the phone. The employee suddenly looked angry and said, "that's how we get our money!" I was taken aback and said, "Ok...but I can buy it online directly from OnePlus and not pay $20. The phone is the same price through them." "Yeah but then you can't finance it." "Ok, that makes sense, but I planned to just pay all at once anyway. If I can't waive the fee I'll just buy online and save the money." "Fine." and then the employee walked away. I stood there for a moment, since they walked into the back room, then decided I guess I should just leave. Felt super awkward and felt like they just wanted my money rather than to provide actual customer support and assistance. I've been with Tmobile a long time but questioning this all together now. read more

AVOID THIS T-MOBILE LOCATION AT ALL COSTS!!! The staff are extremely disrespectful and not helpful whatsoever. I wish I read some reviews before going. I walked up to the service counter and let them know that I had recently broken my phone screen and was looking to get a new phone there since I'm a T-Mobile customer. The girl proceeds to say "I am so busy right now, I do not have time for this." I was literally the only customer in the store and the other 2 workers just stared at me until one "offers" to help me but literally does not help me at all. He does not show or offer me any phones. They acted like it was inconvenient to assist me, I was finally so frustrated I just left. Ended up just opting to fix my broken phone instead of ever dealing with these people again. read more

I went in with a way better phone than the phone t mobile provided me from AT&T and worked with AT&T to get a code to unlock my phone. Three of my family members are on the same plan. I went to the Clayton store and couldn't even get any of them to look at my paperwork with the unlock code that was already applicable through AT&T for five days. Zero customer service and sent their customer away to AT&T. I went back and told them I was going to report them to corporate and their dread lock manager starts walking out eyeballing me like he wants to fight with the ghetto girls in the back waving bye like I was a nuecence. This is in Clayton! read more