If all reps are taken when you enter expect to wait 30 minutes or more. I finally left and figured it out on my own. The music blaring so loud and you just sitting there like it's some club when all you want to do is get a resolution to your issue. No one once came up to me after asking for my name. I probably would have had to sit there another hour. Reps seem to be new or incompetent. They constantly have to communicate with each other like they are confused. Been to other stores and they are much more competent and self reliant. Never going to this location again unless I'm in the mood to dance and wait and time isn't important. read more

Worst customer service services ever. More employees than customers and still slow. Latino guy disappeared when he knew I was up after telling me he'd help asap. They all act like their job is to please themselves read more

Absolutely horrible. Any business that thinks it is ok to play their music full blast, when dealing in public customer service, should think twice. Highly unprofessional. Where is management to correct this? read more

Helen & Team are Amazing My iPhone 8e and I went to the Concord T-Mobile store for a new iPhone. I jokingly asked if they would give me a new iPad with my new iPhone. And... they said I could get a new one for $99. WOW. When you can no longer update your iPhone or your iPad's streaming services, you know it's time for new ones. My T-Mobile account was locked due to a hacker pretending to be me. It took quite a while to get it unlocked. But, Helen persevered with her manager and with the T-Mobile tech support team. She was soooo patient. And, she and her team also disabled Siri's dictation. I could not turn it off no matter what I did and I did not even know how it got enabled a couple of days prior. Today I am a proud user of an iPhone 16e as well as an A16 iPad. The new phone and iPad are not hard to use. The iOS architecture remains pretty similar so don't be afraid if you are procrastinating. It's easy. If you have an older device you may need to buy new chargers & cables as the connectors have changed. We have been T-Mobile customers for years and really depend on the Concord store as they always have such great staff and are the most welcoming and helpful in the area. Thank you Helen!!!!!!!! read more

Gerson but I really deserve it T-mobile representative Took great care in making sure our transition from our over priced carrier went flawless I Give him AAA in service Prud and professionalism make sure to ask for him.he went above and beyond and beyond something that's becoming a rarity these days unfortunately. Thumbs up for this willow pass store. satisfied customer. read more

I would like to thank Leo the retail store manager. He is so knowledgeable in all aspects of running and managing the store Likewise he is very professional and approachable... read more

I've been billed for service and a late fee again after they "took care of it once already" they make you drive to their store, wait for the people in line, then wait 20 minutes more for them to get a "PIN number" before they can "take care of it again" I have been stuck in their Billing Department's Abis Hell. all of this for a service that I never asked for or even used. I backed out from buying their phone when I found out that it was not what they advertised. How many times in the future will I have to go through this when they decide to bill me again and again? read more

This store has GREAT customer service. As soon as I walked in I was greeted and I'm really here for Sebastian Flores! He took great care of me and answered all my questions. Helped me with my 360 protection plan and everything. Thank you so much! read more

First of all this is a whole different team which is concerning, the team that I'm use to have been here for years and this new team is not it. No smiles , no greetings and the Latino guy who seemed like he had better things to do needs to go. I asked him about promotions and kept going to the back room like he didn't know what he was doing . I will never come here again unless the old team is back . NEW team has some learning to do . read more

I want to yelp out kuddos to customer rep, Veronica, for her great customer service today. She went above and beyond my expectations. She knew exactly what needed to be done to both my husband's and my phone. There were multiple issues; she took the necessary time to fix all of them as welI address my many questions and concerns. I have been to the Willow Pass store a couple of times before with the same issues only to have them temporarily resolved. Thank you Veronica! read more

When you step through the door, i got acknowledged. Even though every rep were busy with customers, i got helped pretty quickly. Reps were friendly. read more

really poor customer service, the Hispanic guy looked annoyed to help me as soon as I walked into the store, he was rude and snarky about a restocking fee. The Hispanic girl with glasses that rang me up for an accessory was rude also. T-Mobile makes it almost impossible to do business with them and to top it off by having rude staff in their retail stores makes me regret being a long standing customer, our account has been opened for 14 years. read more

Horrible service and needs to be better. I came in trying to get a phone, I guess I did quality for an update which was fine. But I had to wait over 30 minutes, would have been nice to have known this first before I wasted my time. The service in its self is shotty, I'm seriously considering switching carriers. That was the reason I came in, I thought it was my phone - but a friend is having a similar situaiton as well. read more

Ty for clarifying so much details on my account Shawna Kumar! I appreciate your helpfulness and your staff. You helped me a lot and we even figured out that there was something wrong in my account! Cheers to you and the staff! You have gained much of my trust! read more

T-Mobile - The excellent service I received today was Shwana - Mobile Phones Near Me - Concord, California

I called the store to ask if they had a specific phone in stock and they told me I would have to come in for them to give me that information. I am completely confused by that response. read more

My fiance and I came here on New Year's day and Nancy was very helpful. We called beforehand and spoke with her inquiring about upgrading a phone and adding me to an account. We went to see her shortly after speaking with her and we were so happy she was able to help us. My fiance added me to his account and I was coming from AT&T so I was going to upgrade and port my phone over. I already backed up my phone to the cloud prior to going to the store. Long story short, we upgraded both our phones from iPhone 7 to iPhone XR. There was a promotion on getting a 3rd line for free with a small activation fee so we came out with 2 brand new phones, I traded in my 7, we used my fiance's 7 as our 3rd line and now we have an extra phone for my little boy or for emergency purposes. Nancy made our experience painless and was extremely helpful. She still acknowledged customers as they came into the store and greeted them. This was a great experience and hoping Nancy will be our go to in case we need assistance with our account. read more

Very rude staff. I had a 12pm appointment. I got there checkined in and by 12:20 no one had helped me yet. I asked the host outside if he can let an associate know I had a 12 o'clock appointment and he refused to do anything. All he said was this is all we have at the moment. Again, what is the point of making an appointment if they won't honor it, I am on lunch break and can't afford to wait. The guys said, it was my right to go anywhere else. I left the location called the store, I explained what happened to the associate that answered the call and out of frustration wanted to cancel my relationship with T-Mobile she said ok, have a good day. Long story short, ride staff and incompetent! I was previously a sprint customer obligated to become part of T-Mobile due to the merge. I will definitely be going to another company!!! read more

I've been a long time TMobile customer but have always struggled with their in store customer service. I just walked into this store and am so impressed. Chuy at the Concord store has been exceptional. I'm doing some complex changes and phone line additions to my account and he's been kind, helpful, patient, and just the easiest and most pleasant staff my wife and I have ever encountered. He's going to be my go to person moving forward. I'm grateful for his help. read more

I went to this store to get my line activated and met the worst associates: VEE and JOANNA. They looked at me and decided serving a Black woman was not in their job description. They refused to activate my line onthe grounds that am not authorized in our account. I tried to explain to them that am authorized and was here yesterday without any issues but they couldn't hear me out because they had already made their decision not to serve me. They sent me away frustrated ,luckily I saw JAN who served me yesterday and she helped me out. And yes, am authorized in the account. She activated my line and even apologized on their behalf. Those two women:Vee and Joanna did not even bother to apologize because they knew what they were doing all along.They just wanted to humiliate me and send me away. When you combine Incompetence and Racism you get the worst customer service. Management kindly train Vee and Joanna,though i guess you can't do much about their attitudes....and you might as well give their entire paychecks to Jan because she's clearly doing their job. If its not for Jan I would have not got any service today. She deserves a raise. read more

If I could rate this T-Mobile location with a negative 5 stars I would I had ordered my fiancé a phone and received a text saying that the phone was ready for pick up so we went down to the store to pick it up at which time we were told that they no longer had the device, that they sent it back and credited my account but I'm the T-Mobile app it said it was still ready for pick up so this morning we stopped by the T-Mobile location by our house and Brielle was extremely helpful and found out that the phone is in fact at the Willow pass store still. I can't believe they lied to us yesterday and made us waste gas and most importantly our time. I recommend going to the Ygnacio valley Blvd and Oak Grove location instead. read more

Waited like 5-6 min til someone said something to me but when I was helped he turned my experience around, Kevin C is super informative and nice. Great customer service read more

It's hard to compare phone companies cause now to phone companies can perform the same at the same location so it basically comes down to rates and services I personally feel like t mobile is the best value for your money more expensive companies are just overcharging you for the same service and cheaper companies are so trash you might save some money but at what cost like needing your phone in an emergency and it don't work or your account information being given out or sold read more

If it wasn't because of joe this store would have got 1 star , called to see if they have an iPhone 11 pro in blk color and the person over the phone said yes so I had my wife drive from Fairefield to go and get the phone and when she got there they said that don't have it and they heard me wrong over the phone so the manager joe took over and said that he will locate one and we can pick it up the next day which he located it and exchanged it for the right color phone that my wife wanted ,,,, thanks joe keep up the good work read more

Monica is great. She knows her stuff and is quick at helping you out. Excellent customer service.

I've gone to a few T-Mobile stores and this one is by far my favorite. The employees were very welcoming and friendly! They made sure everything was sanitized before they helped my father and I. (Very important during these times) Chuy was such a great help! It was a bonus that he spoke Spanish because my father speaks Spanish a little more than English, so it made our transaction a little smoother. Chuy is very patient and had a great sense of humor. He made sure all our questions were answered and even gave us his business card if we ever had anymore questions. I am beyond satisfied with the service we got. Definitely will recommend this store. read more

Great customer service, the rep that assisted me was able to get me in and out within 20 mins, my two toddlers were running around the store and the staff was really accommodating. Thank you for your help! read more

Excellent customer service from Julio and Jeff. All of the reps are very friendly, knowledgeable and very helpful. A BIG thank you!!!

Go see Jan S. if you need to know ANYTHING AND EVERYTHING about your service and iphones! She was very patient and informarive and personable so many great characteristics in her customer service. Ask for Jan she made the visit smooth and git my girlfriend and i signed up quick and easy especially with how indecisive i can be lol read more

I love coming here. They make everything super simple and transparent. I'm not so big in technology so having Chuy and another gentlemen helping out was super helpful. Thanks to them i was able to upgrade after five years. Chuy was super patient and had a great sense of humor. This will be my go to store now. read more

It took me 6 hrs and 4 trips to store to transfer data from old phone to new phone. Then I tried to transfer another phone from comcast to t mobie. after 3 tips to store and new sim card I found out my phone would not work for 48 hrs. This was told to me after the phone was switched over. I can call out on my phone but no one can call me for 48 hrs. Terrible!! read more

After visiting 3 locations of T-Mobile stores in our area, we were happily surprised by the attentiveness this store location offered. It was very neat, clean and organized. We were promptly greeted after entering the doors! We knew they were busy just by the number of customers in the store. Our names were taken and within less than 5 minutes assigned service with Adriana A! She had a neat appearance and has a nice, friendly demeanor! She was very helpful and and was able to resolve and upgrade my son's phone on our account due to this 5G upgraded cellular service switch in March 2022. Kudos and thank you very much, Adriana! read more

Excellent customer service by Marco! Bilingual and helpful guy . And I liked that they offered bottled water to my wife . Everyone are excellent read more

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

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I went into this store location the other day to exchange a phone, a task that I had been dreading all week, but got so incredibly lucky when Wilbur stepped up to help me. Due to Covid restrictions, I was told by one of the other store employees that it was no longer Tmobile's policy to help customers transfer text messages or other data from phone to phone simply because it's a time consuming process and they are trying to limit the amount of time people are in the store (even though I was the only customer at the time). Ok, perfectly understandable policy given the times we are in, but I certainly didn't know how to get everything transferred over. Just as I was starting to become distressed at losing so much information, Wilbur took over and got everything handled for me. By the time I left, he had quickly and efficiently transferred all my photos and texts and apps over to me new phone. The whole process took about the same amount of time as it would take a new customer to come in, browse for a new phone and complete the purchase. I doubt that Tmobiles new Covid policy says that any new customer taking too long to pick out a new iPhone should be shown the door, but for some reason Tmobile corporate thinks its ok to leave existing customers like myself who pay $400/month for 5 phone lines hanging. If it weren't for cell phone experts like Wilbur who understand the value of customer service, I would have lost vast amounts of data. Thank you thank you thank you Wilbur for all your help!!! Merry Christmas! read more

This kid Adrian very unprofessional and not very helpful. T-Mobile customer here, merchant account and he didn't even bother asking me about my service. I asked if he can give me a power charge and gave me some bs excuse that it was company policy that they couldn't. Att would do this. Worse customer service of all time. read more

Exellent service, All the people who work there are amazing, honest, Management are great Thank you t- mobile read more

I have been with T-Mobile for 8 years , with quality of coverage and customer service steadily going down. Also they have a lot of small print in contracts and a lot hidden charges. After I finally switched to another cellular carrier - T-Mobile has been clearly vindictive with their billing. They have guts to argue that when I told them I am switching to Verizon I did not asked them specifically to "cancel" the lines. They claim that they have a recording of my conversation that day because they "randomly record calls for training and quality improvement purposes" without ever asking for permission to record my voice. It takes about an hour of being on hold and being foot-balled to the next representative without resolving much. Beware of T-Mobile! Two thumbs down! read more

Don't trust the salespeople at this location. The female sales rep changed the existing plan on one of my current lines without telling me. She lied to me about the cost of another plan to get me to sign up. Told me she could match the price at MetroPCS and told me that I would see a credit for the activation fee on my bill. Customer service told me that they won't give me my old plan back, which of course was a cheaper plan with the same data. Customer service then told me that she didn't credit me for the activation fee. They confirmed that she lied to me about the cost of the plan. What else could go wrong? Think twice before switching to Tmobile. They encourage their salespeople to lie and then Customer service supports their lies by telling you they can't help you. read more

Vianney was awesome. I had a complicated transaction with between a corporate account and a personal account. Vianney was very knowledgeable and patient. She navigated through various phone calls with their corporate line and was able to fix previous errors. And I got my new IPhone Xs. :) read more

Unfortunately I had an issue come up with T-Mobile again. NOT the willow pass location it was different one, but once again I went to the willow pass location for help and they took care of me right away. The manager Stephanie was very responsive and she really made me feel like she wanted to help me in my situation and so far she has. I currently manage a store myself and I wish I had more employees like her. If I can give the T mobile on willow pass more than 5 stars I definitely would!!!! read more

Seriously if there were a rating for "minus 1 to 5 stars" I'd have checked -5. My daughter has a T-Mobile account and needed to pay her bill in person this time. This is the nearest outlet. This happened last Wednesday evening, June 23, 2010. She'd just picked me up from work and it was about 6:20PM and there were apparently only 2 sales associates in the store at that time. Joy of joys, BOTH were the process each of setting up new service. Thinking this will be quick, I wait in the car and my daughter goes in and stands for 10 minutes, left totally ignored, not even eye contact by either associate. Since she's inherited her patience elsewhere, she waits 5 more minutes before she raises her hand and asks if there's a "quick pay" line, associate or terminal. One associate just points to an "ATM like" machine in the back corner. So she proceeds to go use it only to find out it won't accept debit or credit cards but just checks or cash (!?!) She gets BACK in "line" and waits ANOTHER 15 minutes, during which I come in irritated that it's taking so long. For a total of 30 minutes, my daughter stands waiting 4 feet from the registers where these associates were, without so much as an acknowledgement or an apology or even a fake effort to call someone to help -- they were an embarrassment. When we finally get to the register, a medium height, male, hispanic associate with cornrows stands there and just says "what can I do for you?" (and none-too-politely might I add). It took literally 3 minutes to pay her bill with him. Once the transaction was complete, she (and waaaaay too politely I think) says "you know, I'm in retail customer service and the very least customers deserve is some acknowledgment of their presence. I was in line for 15 minutes and had to ask YOU for help." He replies.."I know...I know...but it's been a long day." (EXACT WORDS NO LIE AND WITH ATTITUDE) She says "I understand, and I see you're short-staffed, but that's reallly no excuse. I had a long day too and it took way too long to do all of this when what I came to do took only 3 minutes." I cut her off (it was all I could do not to jump over the counter) and asked "and...why doesn't your machine take credit or debit cards, which made this whole experience even MORE inconvenient and unpleasant?" He goes " IT DOESN'T!???" The fool didn't even know how the machine he was directing her to worked. Pan to the OTHER associate at the other counter: A late 30s-40s something (at best) caucasian woman w/ short strawberry-blond/reddish hair. She'd have to have been deaf AND blind not to have already noticed how obviously frustrated we were before our exchange with him -- did I not mention we were about 4 feet from the registers and that there was no one else in the store waiting?! Her stellar, professional reaction? A frozen, condescending smirk and a determination not to make eye contact with either of us. She thought were stupid or born under a rock. Look -- things happen, staff calls in sick, sometimes the business is not running optimally for reasons beyond your control. I totally get that and I'm cool with it. BUT, if you're going to be in Customer Service then understand that your customers require and expect service. An acknowledgement of our presence, an apology for making us wait needlessly or for complicating what would have otherwise been a simple process, is really not unreasonable. There is too much competition in the wireless phone industry and way too many unemployed individuals out there who would be giddy and bend over backwards to have a job, for T-Mobile to settle for having slacker associates who are obviously unhappy, unprofessional, and/or clearly ill-equipped to do the job they were hired to do, which I might add, includes acknowledging and caring for your customers, even after a long day. They made T-Mobile look really, really bad. Even if my daughter chooses to stay with T-Mobile (she's reconsidering), she's decided it's worth the inconvenience, time and gas to travel to another store than to have to deal with such ghetto (and I do mean GHETTO) service. read more