I had been debating switching carriers for years. I've been with AT&T since flip phones first came out. But their service and prices have been lagging behind. So with at Mobile now being one of the best carriers, offering data and texts around the world in 215 countries and Netflix all in the same plan, for the same price as AT&T, it was a no brainer. I met Johnny, my sales guy at this location. He walked me through the process of switching carriers from AT&T, closing that account and activating my new one. It took about 30 minutes total. Super simple. And so far, so good. Can't wait to go to all the other countries and no longer have to worry about picking up a SIM card when landing at the airports. read more

Came in here to upgrade my old iPhone to the latest. I was also changing my plan so it wasn't a simple upgrade. I had to change my plan first then I was eligible for a $900 trade in, which was pretty great. So it took two days, one to change the plan and then came back the next day when I was eligible. Yasmin, Matt, and Apple took care of me. The worked great at both taking care of me as well as other customers. It's a busy location and they don't take reservations and T-Mobile's back end is sloooow so I had plenty of time to watch them with other folks. Always polite and helpful, even with customers who came in a bit snitty because Tmo did them wrong. So five stars for the location and staff. Two stars for T-Mobile's back end. read more

Unique helped me unlock my phone. I was two with no service and stressed she's the best, very friendly and grade A customer service.

I didn't expect to be writing a review for T-Mobile store but I want to say I got excellent service when I ran into an activation issue. I bought a phone off ebay which turned out to be blacklisted and I couldn't reactivate my old phone. I stopped by the store and the employee helped me step by step to get my old phone working, and she was patient and friendly throughout the whole process. Glad to know my carrier has good in-store service! read more

Seriously under staffed! And they don't take appts! Walked in, while I understand this means waiting, patiently. And while I appreciate how patient the staff are, the take WAY too long for small talks to check in, the next 2 ppl after I checked in, they took 5 MINUTES EACH, so this check in alone, added 10 minutes to my wait time. After having already been waiting for 20 minutes. Than both associates disappeared until the back, didn't appear again for another 5 minutes read more

The employees were very nice and welcoming, but a bit shady. I don't know if they are paid on commissions or not, but I was charged extra a few times. First, I helped my friend buy a new phone and sign up for T-mobile's Essentials plan. We initially went to the store on Lakeshore but they did not have the model we wanted. However, they did confirm that the price of the Essentials plan listed on the website was legitimate. So we quickly drove here and bought the new phone. But when we signed up for Essentials, we were charged an extra $5 per month. I told the employee that this was not what was listed on the website but they would not listen. Second incident happened when my father bought a phone from this location. He told the employee 2 or 3 times that he did not want insurance/protection plan. The employee obliged and said we would not be insured. Half a year later, I checked my account and found out we were still being charged every month for insurance. Overall, just make sure you confirm everything before and after signing anything read more

This is no longer a real Verizon. It's just a dealer. So they took out the payment machine. I used to be able to pay my bill in less than 2 minutes. It took over 40 minutes (seriously!) for the clerk to figure out a simple bill payment. And they charged me a fee for the 'convenience' read more

I just wanted to thank Cam, Store manager, at Emeryville store from the bottom of my heart for all that she did to fix my account issue. She went above and beyond, pulling in every resource to make things right ,and she didn't let me be left without a phone. I was feeling really down when all this happened, and her kindness, patience, and determination truly brought a smile back to my face. People like Cam make such a difference, and I'll never forget how she helped me when I really needed it. Kind Regards, read more

Rude dishonest people. This place is like a 1970s used car lot. They find five ways to Sunday to not honor the ads (trade in on any iPhone). "Well, that's if you have the gold plan." When I point out commercial doesn't say that, they pivot to the next customer and then tell me they are out of inventory as that next customer will be taking the last phone. Horizon here I come, errr I mean Verizon read more

5 Stars for Excellent Service at T-Mobile at this specific location or branch. The assistant manger Micheal Barnes I had a wonderful experience at this T-Mobile store, and I can't say enough about the assistant manager Micheal Barnes who helped me. It's rare to find such a professional and knowledgeable employee at T-Mobile, and I was so grateful for the outstanding service. Micheal Barnes was incredibly helpful, taking the time to listen to my concerns and explain things clearly. They made sure I felt heard and understood, and for the areas where I wasn't sure, I was given all the information I needed to make the best decision for my needs. It truly made a difference in my experience. I highly recommend this T-Mobile store and the management team. Their professionalism and customer care set them apart from others. I'll definitely be returning in the future! read more

The Emeryville store operates very professionally, but courteously and friendly. They are knowledgeable about the merchandise and make recommendations based on your personal needs and experiences and so I appreciate the time they spend listening carefully. You do not feel rush to complete your transaction even if there are many people waiting their turn. I like this store and have returned several times for purchases . They are the best ! Thanks, Matt and Sil! You rock !! read more

I was told by the associate as I was getting a new phone that insurance was required for at least 6 months and that I could remove it after 6 months. I read through all T&C's for the phone i purchased and the financing agreeemtn and nowhere did it state such a thing. After speaking with other t mobile employees from other locations I was told that this is becasue they only get commission on adding "add-ons" that stay on the account for 6 months. I went home and removed it manually and got apple care one instead. However, this is very bad managing and sales tactics for commissions. Whoever is leading this store and region need to fix this issue before it turns into a much larger issue. read more

If I could give my experience a minus 10 that is what I would do. I was sold when I heard I could get unlimited home internet for $65 a month (after I gave great detail as to how I would be using my internet: my son does his schooling online and I stream movies and TV shows through my TV). After a day and a half of only watching movies and shows my TV all the sudden won't stream anything at all I can't cast my phone to my TV and my phone won't do anything online unless I turn my wifi off (phone is not through T-Mobile) So I call customer service after trying to make this work for hours the representative I spoke with Joe T. seemed very helpful at first and told me he will get me the unlimited data I signed up for and $10 cheaper a month. He then comes back on the phone saying he can not change the service and help me with my problem, I ask to talk to the supervisor she informed me unlimited data is not available in my area because all the "spots" have been filled.. what kind of crap is that not happy I was then informed for $90 a month she can give me another 100 gigs of data a month. Those were the only options they gave me so I said thanks for nothing I will be going with another internet provider.... I do not recommend T-Mobile for internet service at all, I bet their phone service sucks too read more

Went to the store last night less than an hour before closing to add a line and get the new iPhone 16 Pro Max. Johnny greeted me right away and helped me within minutes. He was so pleasant, knowledgeable, and made the whole process easy. I usually don't enjoy going to phone stores, but he gave me such a great experience--got me in and out, answered all my questions, and treated me with kindness and respect, which is so important to me when spending my money. 10/10 experience! If you're in the market for a new phone, go see Johnny! Exceptional customer service from start to finish! read more

Poor custom service. Went in 5 times to address an issue and they couldn't fix. Before we signed the contract we were clear about the devices we wanted to use and how, they said it could be done. Essentially they lied about the service they could provide and we are stuck paying the bill. Speaking to the manager just made the situation worse. I imagine corporate is pleased because they got what they wanted out of it. read more

3 hours ago New Julian.W is possibly one of the best representatives you will have the fortune of interacting with. He is knowledgeable, patient and most affable. He took the time to explain and install all the things needed for a brand new account with T-Mobile and for that both my wife and I are most grateful. The highest customer service possible; 10/10 Thank you Julian!! read more

The employees here offer excellent customer service. They are knowledgeable and very helpful. It all started back in January when Mike helped me out and provided me with information on smart switch. Thereafter, my husband and I received assistance from Barbarita and Ross. Today I paid my bill and amazingly the female employee showed me a copy of my bill on the tablet and what I owe. This is service that is lacking in the T-Mobile Store at Alameda Landing. I rather come to this corporate store to handle my business than go to the store that is closer to my home. I also purchased a new Samsung Power Bundle, as the stem on my old charger has the wire exposed. Eventually, that old charger will be going kaputz. Kudos to the employees here. Excellent customer service equals happy and a very satisfied customer. read more

T-Mobile Experience Store - Mobile Phones Near Me - Emeryville, California

Hector at Bay Street Tmobile was great! Polite, professional and helped us solve the problems we had with transferring info to our new phone. Highly recommend him and the store! read more

HIGHLY RECOMMEND! This place is fantastic! I drove all the way to Emeryville from San Leandro based on their good reviews, and it was TOTALLY worth it. They were friendly, PATIENT & EXTREMELY knowledgeable & skillful. Really can't over emphasize how knowledgeable & skillful they were. A special shout out to Yazmin, who went above & beyond to take care of our needs. I was really impressed with her knowledge & tech skills. That girl REALLY knows her stuff! Thanks Yazmin! read more

My phone fell harder than Kanye for Kim the past month. Scheduled a repair and received spectacular service and generosity. My phone is my baby and I get massive anxiety putting it in the hands of anyone for fixing. (Past trauma at the "Genius" Bar) De'Angelo was kind, personable, professional and most importantly, efficient. 5 stars for the immaculate experience today. Also, when I came to pick up my phone, Dre' was extremely warm and generous. It's always refreshing to see kind professionals. read more

The best customer service in town. This staff will spend as much time as you need very patiently working with you to solve the problem. They're always friendly and helpful. read more

This location is the best I've been to so far. They greet you soon as you walk in and assist you in a timely manner. The vibe inside is just so tranquil, that's how good this location is. Frankie is awesome , she is so sweet & will get you in & out . When you go, ask for her ! read more

Two separate interactions. First, I went into the store to ask how I can ensure that Lookout is actually backing up my data... I get the response of 'We can't guarantee that your data has been backed up'... Okay, this is supposed to be a T-Mobile added service. It wasn't just how unhelpful the employee was, he seemed standoffish like he was wondering why I would ask him for any assistance. The second interaction was this store cancelling my phone warranty replacement order. I was heading to their store to pick up my phone to replace a malfunctioning one and they cancelled it before I made the 1 hour commute to the store. Customer service was unable to provide an explanation for this... this is just what the employees decided to do, cancel the order early before it should have actually expired. T-Mobile should focus less on putting out fun commercials and curating a hip image and actually just do their job. read more

T-Mobile Experience Store - Mobile Phones Near Me - Emeryville, California

I went in to upgrade my phone and from the beginning the customer service was outstanding. Hector the rep an the manger were great. They went out of their way to make sure i got all the savings. They stayed an hour past to make sure my transfer went smooth I definitely recommend this store. read more

Frankie and Vanessa helped me and they were fabulous. Very kind and patient and they showed that they cared.

My partner and I just had a great customer service experience at this branch. The staff were friendly, knowledgeable, and resolved our issue quickly. My spouse and I both have "legacy" Sprint plans and the sim cards were overdue to be replaced. The staff were patient with us even though we had dragged our heels on the upgrade. read more

Stay away from T-Mobile worst of the big three cell phone companies. No resolution for my situation. Absolutely nothing, ATT or Verizon much better. Stay away from T-mobile. read more

The T Mobile expert I spoke to was Frankie. She was awsome to work with and she helped me with my problems. Very sweet and quick to answer any questions I had. Thank you. read more

Went in today to re-activate my phone since Apple nuked my eSIM details. The T-Mobile employee who "helped" me tried to use the eSIM details to re-activate my phone and then said it was not working. So she grabbed a physical SIM. After she detached the physical SIM from the larger card that holds it, she pocketed the larger card then plugged in the SIM to my phone. That larger card contains all the necessary details to program a blank SIM to act as my phone. This is the first step of a SIM swap attack. As she was placing the card in her back pocket I began to ask for the card, saying, "Can I please have that card?" Her immediate response was, "Oh we shred them." So I asked once more and she gave up the card. She remained calm throughout the process, never once visibly acting defensive or changing her tone. In fact, she and everyone in the store was pleasant to interact with. But the immediate pocketing of the card and non sequitur response was enough to spark my security senses. Now, I do not remember the woman's name. And I cannot prove that she was attempting anything nefarious. But I can make others aware of a simple hack that many would never notice or think about. Being an IT and Security professional, I know this hack all too well. Hackers use mobile store associates to get these SIM card holders. They then take them and program a blank SIM with your details. They now have a phone that can intercept your text messages. If your password is compromised in a leak AND the hacker can now intercept your 2fa codes. Or, if the hacker knows your email they can use the "Forgot Password" link on any sign in page and then intercept the 2fa code and CHANGE your password. You are screwed. Royally screwed. This is a rampant problem, especially in the Bay Area. Many mobile store associates work there for short periods of time (there is no security vetting at the store level that mobile carriers have implemented as far as I know) and to make more money they sell these card holders. It's honestly a great way to make easy money and near impossible to trace/track. Again, I cannot prove that what this woman was doing was purposely acting in bad faith. And it very well may be T-Mobile's policy to destroy/shred these cards. (I do not believe that is their policy.) But regardless, you should leave the store with your ENTIRE SIM card. This includes that larger piece with all the numbers on it. I do not remember the woman's name, and really don't even want to call her out specifically anyway. Only goal here is to hopefully prevent anyone from having their access to their data compromised. Your humanity is the largest attack vector for hackers. They will play on your trust, emotions, lack of knowledge, anything they can. The more you know and the more you pay attention, the less likely you will find yourself compromised. read more

I've had a lock on my phone that I've gone to different tmobiles and no one looked into, until I went to the Emeryville T-Mobile. They found the lock on my phone so quickly and didn't put the blame so quickly on Apple like previous T-Mobile workers had told me at other locations. So glad that I can finally use my phone without any issues! read more

The atmosphere was hella chill and it seemed like the employees all got along and had good energy. Came in with a problem that I had already talked to multiple experts about and left with a solution. Thought I was going to have to wait for the same things to be repeated but Rita helped me out so quick. Appreciate y'all. read more

I came into this store because I had a not so great experience with the Shattuck Berkeley, CA T-mobile store and I was beyond frustrated. Frankie was the person who helped me and she was so kind, patient, and helpful. She work diligently to resolve my issue and really cared about getting me what I needed. My issue was not 100% resolved but I left out smiling and thankful for her service. I will definitely make this my home store because she really displayed what customer service is really about and I was mostly pleased with her kindness and patience even though I was clearly upset. Thank you Frankie. read more

I had to switch my grandson from MetroPCS to T-Mobile. I had to travel from T-Mobile to Metro PCS twice. This took hours, but T-Mobile at the end of the day were heroes in my eyes. They were patient, they were kind and respectful and they knew what to do to make sure I was a satisfied customer at the end of the day. I visited the T-Mobile in Oakland on telegraph great team. And I will make sure that I let the district manager know, I've met him before. read more

My partner and I recently came to T-Mobile to transfer an account to another line. We spent hours on the phone with different representatives who had no idea how to guide us on this and who kept pawning us off to different departments. The staff at this T-Mobile location, however, were knowledgeable and competent. It was a breath of fresh air compared to the service we received on the phone. Jose was the primary employee helping us, and we were impressed with his patience, kindness, and skill throughout this hours-long process. If I ever have future T-Mobile needs, I'll go out of my way to return to this location. read more

I had a problem with texting. I had already spent a considerable amount of wasted time and energy calling the T-mobile tech line, where the person on the other end was following a script and couldn't "hear" what I was asking. I therefore decided to take the in-person approach. Yesterday, I went to T-Mobile in Emeryville, where Jess helped me solve the problem by just switching the SIM card. She told me that if this did not solve the problem to come back immediately and she would try again; she was personable and professional throughout. Thank you, Jess! read more

I rarely shop for gifts in Emeryville but I decided to give T-Mobile a try maite assisted me,wasn't able to get me the watch I wanted, settled for whatever they had. They had it delivered it to the wrong place, high mail theft rate where I live. She promised a time and date like she was a pro but it was just to sweeten the deal with time date and gift ready for Friday I was left waiting all day and didn't even show on time or right day. All in all was a bad place for a gift and they were more worried about if my job had a small business family plan lol what a joke. read more

No surprises that the Emeryville Store is receiving 1-2 star reviews. The associate stationed to the immediate left when entering the store. During the morning shift. You get less than one star for your lacking professionalism, no customer service. If T-Mobile did not train you in your job, I get it. But if they did OMG. How did you get everything wrong. I almost cancelled my T-Mobile account because of Emeryville's approach to paying customers. Run from her and this store fast and don't stop until you get to the Berkeley Branch. read more