I have to give a shoutout to Brandon at this location and his Teammates. Great people all with a happy can do attitude with great energy!!! You have found the right place a diamond in the rough to come too. Definitely a five star experience and establishment!!! Thank you T-Mobile for hiring just right and again Brandon? That Hotspot saved the day regarding my COO visiting from New Jersey at his Hotel. You may call it devine intervention!!! Everything unfolded without a hitch THANKS to Brandon for his spot on work!!! A VERY grateful customer!!! Jim H. read more

T-Mobile Experience Store - Thank you Guys!!! #1 - Mobile Phones Near Me - Palo Alto, California

I had been using Metro PCS for 20 years, specifically to call-and-text the Philippines. Then T-Mobile took over Metro PCs or Metro sold out. Now can't call or text the Philippines. Somebody honest at T-Mobile finally told me or confessed they don't service the Philippines anymore. Looking for a new carrier that provides call-and-text for Philippines? And T-Mobile people at Costco in Palo Alto, Ca were very rude, when I asked for their help. Does anybody know a service provider that will allow call-and-text to the Philippines? read more

Are used to love T-Mobile, but their service really gone downhill. It seems a lot like Sprint, where I was a customer for 17 years before I left, saying I never go back to that service. I would not recommend the store or T-Mobile in general anymore. The quality and service seems to have gone down maybe since they bought Sprint. I was giving incorrect advice by an assistant on the phone for a special on Black Friday for $800 off but that required me switching my lines from $100 for 4 lines to $200/month for 4 lines!! The person at the store kept trying to wedge in the trade in value for my iPhone into the overall price. T-Mobile if you want to improve you should make sure that you fix this problem with more accountable managers. read more

I was dreading the idea of buying a new phone. Thank heavens I called the store first and it was my lucky day when Brandon (Castro Garcia), answered the phone. I poured out my life story to him, explaining that I was having major surgery the following week, I was in my late 60's, and hated change- especially when it comes to anything related to tech! Brandon provided the best customer service I've had in years, helped me select a phone that had a promotion, and was extremely patient explaining the phone to me. Brandon, you really helped me- what I thought would be a very stressful situation turned out to be a pleasant experience- thanks to you!! I appreciate you! read more

I came in to get a new T-Mobile connection. The representative told me I can do it, explained how much it will cost, etc. But when I mentioned I'll be traveling internationally he told me if I get a new connection and travel abroad, T-Mobile will cancel my connection! When asked why, he said it counts as an "account overuse" or "account misuse". Not entirely sure how that came up, but if I'm paying my monthly payments, why will T-Mobile cut my connection?? Also he couldn't show me where it's written in the terms and conditions. Very bizarre experience, so I left without getting a connection. read more

Excellent costumer service from Ana and Travis. After a frustrating unfriendly experience from the nearby Verizon store, we came to T mobile and purchased a stand alone plan for an Apple Watch for $20/month no contract (if we had T mobile for our cell it would have been $10/month). They mentioned a lot of people come here for stand alone plan for smart watch (which makes sense since ATT's stand alone plan had very limited data while T mobile was unlimited and Verizon turned out to not even have a stand alone plan). read more

Leslie was my angel today straight up. I have had a bill issue that I couldn't figure out over the phone for the past six weeks. She resolved it within 15 minutes. So grateful to have come into this store, she is a pro! read more

I was "sold" services and accessories I did not need. Some examples of this are, I was told the screens are much more fragile on the new iPhones than the older ones, hence I really should buy a screen protector template, their's cost me $39.99. Later upon researching this claim, I found the new iPhones have a Ceramic Shield front glass making them less prone to breakage than the older phones. I was also told because the iPhone 13 came with a USB C lightning cable I needed to buy their USB C charging block for $19.99, however, I later read one can still use an older Apple 20W charging block. I was also sold iPhone insurance for $18 per month based on a confusing narrative. When I called T Mobil support they were able to cancel the insurance . The shop did help me transfer my account and successfully set up my new iPhone. read more

Manager in the store was very rude. I was trying to reach my previous bills for reimbursement from my company. I had an account and transferred to another company they closed my app not able to login. Customer service told me to go to store. I did not understand some process because I was on a family plan. He acted like I was stupid enough did not understand what he says then he talked to another customer and made fun of me. I will never give up till this guy gets what he deserves. Not everyone has to understand how billing works. You cannot act like that to your customers. read more

We just set up several phone plans and a watch and there were a few hiccups out of our control and Brandon stuck with us and solved the problems. The set up was friendly and smooth and I'm very happy with our experience. read more

Excellent customer service provided by Levi. This is not my usual store but since so was around Palo Alto today and needed to solve some issues with my account I thought I would rather pay a visit than trying to solve it myself online or get frustrated over the phone. I am always hesitant to enter at a store where I am not a regular because always think no one will really care. I felt actually very welcomed and profesionally helped by Levi who helped me with my needed transaction, all very fast and efficient. A plus...the store is impeccably clean! read more

This is my first review for many years as I have to share my great experience with this tmobile store ( @165 university avenue mall Store 7351) I recently visited this store few times and each time I visited I got excellent service. The people in the store really takes the ownership in heart and provided excellent service. I am impressed with every individual I interacted with during last few trips. During my last visit, I again received great service and I asked the lady for her name card and her name is Samantha W. Thank you Samantha and the whole team in store 7351. You are all amazing!! read more

I must say the patience these employees had was amazing. I just upgraded my phone and during the transfer the time it was stating it would take to finish kept going up (like from 20 mins...to 19 hours). When no one else was in the store I had all three employees helping me! Eventually Leslie figured it out and I was able to leave without losing any of my photos or data. I may have spent almost 3 hours in the store, but honestly, the customer service made it worth it. Thanks! read more

Extremely cold employee . We went to this store because It was closer to home and wanted to buy new lines - they gave us wrong information and compl discouraged us from buying the lines and were very disinterested in helping. would never go back to this store read more

Not too happy with the customer service here. Came to T-mobile with my husband on Wednesday (10/11) late morning looking to switch providers. Key word, we were switching our provider... from ATT to T-mobile (you'd think we would get better customer service because we were deciding to with with T-mobile). We were greeted (unfriendly) by someone at the front desk, her name is Angelique (sp?). We told her what we wanted to do and she told us they were out of IPhone 8 64g space grays. At first she was helpful enough to help call another T-mobile store to see if they had it. But that was where her helpfulness ended. I was calling another store myself and stepped away while my husband asked her about ordering the phone. When I came back and asked what was being discussed my husband explained what he interpreted from her. She rudely stopped him and said "that's not even what I said". She then explains is again, but not clearly. When my husband then tries to clarify she interrupts again saying "you're not understanding me." (Rudely) She then pauses, so my husband begins to ask a question and she replies with "I wasn't finished, let me finish." I was shocked... my husband wanted to walk out of the building at that time. But we politely finished our conversation and left. If you're going to have a ornery person work for your company at least make sure they don't greet your customers, especially ones who plan to switch services. Because let's be honest. I could have been so pissed that I said forget T-Mobile, Angelique left a bad taste and I never want to work with T-Mobile ever. Luckily T-Mobile on grant in Mountain View has way better customer service. Mark and Alice were super friendly and helpful. University T-Mobile, you might need to do some employee training for Angelique. read more

Updated Sept 7 2019. John Serpa is the manager and he is A+++. He works hard to serve customers and makes sure that his associates follow his stellar example. I love this particular T Mobile store because it's so customer friendly. Never any upsell, they really want you to get the plan that offers the best value for your particular needs rather than trying to sell you an overloaded package. I had a problem of my own making centered around lost SIM cards. John handled it with genuine courtesy and got a complicated mess straightened out fast. He couldn't have been nicer or more helpful even though this particular store visit was a hassle for him and generated no revenue for T-Mobile. I have referred friends to T-Mobile and tho store in particular because I know they will be treated right. T Mobile is lucky to have such a great manager for this store. read more

Suddenly my iPhone could not be used as a phone - I could not make or receive calls. I spent a fruitless hour and a half at the Apple store at the Stanford shopping center, where the alleged genius had no idea how to fix it. He kept referring to instructions on his I pad, which were no help. A supervisor was also unable to get anywhere. In desperation, my genius gave me a SIM card and suggested that I take the phone to the T Mobile store on University Ave. There I had the good fortune to meet John, who said "I used to see a lot of this years ago. Something in your phone is broken and it's constantly on Bluetooth. It will probably work if you use ear buds." He sold me a pair, and it worked! My phone was a phone again. There is no substitute for experience, and for have been around for a few years. There is only so much you can learn from an I pad. Thank you, John and Leslie for your help. read more

This is probably the WORST T Mobile location I have ever been too. How do you not have cash to give back to a returning customer??? And when I bought the phone they STILL didn't have cash. I had to loan $1 for change in return, Highly unprofessional. Also The dude with the beard (Manager) didn't do ANYTHING about his the employee's being rude and not prepared at ALL. DO NOT GO TO THIS ONE. THEY CANNOT HELP YOU. THIS LOCATION HONESTLY MAKES ME WANT TO SWITCH CARRIERS. read more

I had a strange situation with my phone in which it wasn't taking international SIM cards. While I got amazing help from an Apple Store Genius (who spent 30 minutes helping me try to figure out what the issue was and who even talked to T-Mobile's customer support on my behalf) I was only greeted with rudeness at this T-Mobile branch. The individual, who I assume was the manager, was cocky, defensive, unhelpful and dismissive. All I wanted was some clarity over instructions that I got in an email from T-Mobile, and all he could do was rudely communicate that my issue wasn't valid. I am not an expert in cell phones, nor am I well-versed in the minutiae of the cross-continental functionality of SIM cards, so I came here for help. But help is not something you will find here. read more

Had a really great experience here yesterday! I forgot the employees name who assisted me, but he was beyond helpful and patient! I'd definitely come back read more

excellent customer service and attention to detail for all my concerns related to my phone. Staff is very knowledgeable with products and prompt to help customers. Worth the drive from other near locations to my home. read more

I rarely post any reviews but I need to recognize great service when received. First of all I called the store and was helped by Ana who was able to check the inventory for a specific color phone. She was nice enough to put one aside for me until the end of the business day. At that moment I knew this store was going to provide me good customer service with just the interaction I had with Ana on the phone. I came in on a Wednesday night and found the store full of people. Each rep was with customers and one on the phone. I received a warm welcome by Ana and notified someone will be right with me. The wait was about 10 minutes which was not bad considering they were busy. Levi was the rep who processed my upgrade request. He answered all of my questions regarding the trade-in and the financial agreement for the new phone. The transaction went very smoothly...he even gave me a sims card for one of my other lines who has not yet joined the network. Matt also helped me go thru transferring my info onto my new phone. It was nice to see a manager helping out on the floor with customers and making sure we were all taken care of. I end up returning to the store with my son for an upgrade in which we had the pleasure in working with Samantha. She provided us with fantastic service and an easy transaction. My son and I easily connected with Samantha and Matt with their great customer service and friendly conversation. The atmosphere was warm with a video fireplace on the monitor and chill relaxing music playing in the background. The store was clean and organized from the displays to the floors. I've never felt this comfortable in a mobile phone store in the past 20 plus years. I'll definitely be back with my other son who needs an upgrade soon. This store has a great team and manager, I would highly recommend them to my friends and family. Keep up the great job T-Mobile team of Palo Alto! I greatly appreciate you all! :-) read more

Do not go here to get help from t-mobile They are too busy talking to each other and having fun amongst them shelves... Came in waited till they finally noticed me.. and Kou tried to help me.. just ran from the Apple store to try to get sim card activated and they wanted to charge me $25 to activate a SIM card and told me to go to Walgreens if I want a cheaper price.. what good customer service I just ran back to Apple to get it activated... read more

Such a bad service. In general for all t-mobile. We needed to add a new number to the existing account. After 1 hour everything seemed to work. However the next day both phone numbers appeared mixed. My number appeared on my son's sim card and his new number simply disappeared. Call-center takes forever, I'm waiting in line already for one hour. I downloaded app, reset the password, it didn't let me in. Reset another time, still the same. I would like to save my number and switch to another operator, I hope it's an option. read more

So grateful to the staff at T-Mobile on University Ave. I'm afraid I don't remember the name of the "bearded wizard" who helped me by unlocking an old iPhone (AT&T) and put in a new SIM card (T-Mobile) after my phone was stolen yesterday. Patient, smart and polite. Terrific customer service. Thank you. read more

Have you all heard the saying you get what you pay for? This is not a review of the T-Mobile store specifically but of the company in general. I don't think anyone loves a phone company but after years of experience with most of the major carriers, I have to say that T-Mobile was frighteningly bad. It was so unprofessional when I would speak to them on the phone, and they made so many mistakes that I couldn't actually believe I was speaking to a major company that trades on the NYSE! I've been with Verizon for years now and whenever I get tempted by better prices and some good deals, I do what I almost did and signed up with T-Mobile. I received my SIM card in the mail along with a bill for service that's never been activated, and everything was wrong. My name, the plan, just everything was a mistake. Thanks T-Mobile for reminding me that I may not be ecstatic with Verizon but I always feel as though their professional and knowledgeable. read more

NO help with resolving billing issues that have been ongoing for 3 and a half month! Everyone is extremely helpful and reassuring that the issue is either taken care of or will be taken care in the next couple of days. We're seniors and are being overcharged $1,400. Brief history: On October 9th I met with with the Palo Alto store manager, Adi, to discuss current new customer promotions.  She verified that we qualified for a senior rate of $90 with AutoPay that included 2 smart phones and a free basic phone for my 94 years old mother a free upgrade of our iPhone 10 and iPhone 11 to iPhone 13 with $750 applied towards each phone. Two weeks later after we have received the new phones, we were the told that because of the errors made by the sales manager during the sign up process we  have to send one of the new phones back.  We were assured that everything will be taken care of and that the promotion will still be honored. the 3rd line would have to be split and the credit of $180 to cover the first year cost would be applied to the account.  Which has not been done so far.  Only the 1st months was free, after which the phone stopped working and we were asked to pay $20 while the issue is being worked on.  My mother is 94, a holocaust survivor, and uses the phone for emergencies.  Having it periodically disconnected is not acceptable. Everyone is very friendly, but so far it has taken me close to 40 hours - a work week of numerous store appointments and phone conversation - to deal with the problem with no resolution in sight.   We were told 3 weeks ago that our case has been escalated to the district manager. No contact since then. We don't like to switch companies.  We were AT&T customers for over 30 years prior to the switch.  After hearing about our horror stories, several of our friends and family members have decided not to switch to T-Mobile. We're now exploring options of contacting government agencies, switch and/or read more

On the positive side, it's better than ATT for the following reasons: * I've had fewer dropped calls. * For an Android phone, the 3G network here is much better that the best ATT has to offer. * The price is much lower. The big negative with TMobile is coverage. Outside of the Bay Area in California, the coverage is terrible. If you're going on a ski trip, you'll find it doesn't work most of the way there. In fact, even in the Bay Area, all you have to do is go a few miles up in the hills before you no longer have coverage. read more

I just changed from AT&T service to T-Mobile. I was pleased with Jon the sales manager who was very helpful with ordering the new Apple iphone along with getting me signed up to T-Mobile Unlimited 55+ plan. My new plan is superior to the AT&T plan along with saving me money. The store was just remodeled and is very functional. I liked the fact that it was not overly large like some other stores I've been in. I highly recommend this location. read more

The people that work hear are the worst - they are both arrogant and stupid at the same time. They refused to help me because I had a paper drivers license because I just got a renewal and I was just trying to drop off my tablet for repair, which the customer service phone people told me to do. Then they told me I has to call customer service for them to be able to help me. I did and when I gave them my phone to talk to the customer service person - they hung up on her! They also told the inventory people to do a search for the wrong phones that they tried to say we never returned. Terrible! Ug... read more

I stopped in this past Saturday to switch over from Verizon to T-Mobile and had a great experience with the store manager (John?). I brought my own device and wanted to port the number over and the whole process was great. I was unaware that Verizon has a different pin than the one used to port a number and he was very helpful with calling T-Mobile support and getting to the bottom of the problem. Great customer service. Thank you! read more

I don't normally do yelp reviews but This is probably my best customer service experience from all staff, i believe this is gonna be my main go to store. I loved how the staff was super patient and energetic and knowledgable and tried their best to resolve my problem with my phone constantly crashing. Jordan was the best in taking his time and dedication in making sure my phone issues got resolved, best store i even actually been to out the rest! read more

I walked over to the T-Mobile store on University to return my "Personal Cell Spot", and they wouldn't accept it. They said it was because I had already cancelled my account. They explained that I would have to go home, pull up a label that they sent me by email, and then ship it out by courier. I told them that I was there with the device in the store, and that I would rather just leave it there rather than carry it around with me on the errands I was doing for the rest of the day. The personal cell spot was meant to improve my horrible cell coverage where I live. read more

Got my mobile phone plan here but t-mobile then overcharges me than the amount we agreed upon. Called customer service but didn't resolve the issue. In the end I have to close additional lines that I have and customer service phone call was a pain. T mobile sucks and don't believe the sales people here. read more

If I can give 0 star, I certainly will. I arrived at the store at 7:50pm before closing, there were certainly staff and customers in the store but the door was locked. I knocked on the door but the staff just looked at me and showed no sign to come out to greet me at all. I waited there in the cold weather for about 10 minutes. Apparently the staff there show zero respect for their customers. read more

I love my phone and the customer service that I get when I call the call center. Problems are always solved within 5-10 mins and the people are really friendly. HOWEVER...the live customer service in this store SUCKS! It sucked before...the guys were just plain rude and unfriendly and didn't give two s**** about what the customer needed. I went in yesterday to return an item (it seems as though they have all new staffing there) but didn't have my receipt. I figured since it was rung up under my phone number, that wouldn't be a problem. The lady that I asked didn't think that it could be returned without a receipt so she asked her coworker who confirmed no. I wasn't upset...I just said that I didn't think it was going to be a problem, but that I would find my receipt. But this chucklehead looked at me and said "I can show you the return policy on another receipt, if you'd like." Dude...just tell me I need my receipt. Don't be a freaking smart ass about it. Dear T-Mobile, make sure that when you hire someone to be in a customer service position that they're actually suited for customer service. read more

This is the second time I have come in here and the second time I have recieved bad service. The first time I wanted to buy a phone and I knew exactly what I wanted,amd recieved no information or help. This past time, I had an issue with my phone and needed a replacement. The guy who was waiting on me, told me it was going to be really expensive, that I needed to write a letter, and acted like he had better things to do. I ended up getting really annoyed and I called customer serivice, turns out his really expensive was really only $5, and seriously "write a letter". I will never come back here again, such bad service. read more

Came here the other week to just browse! I've always wanted an iPhone 5 or 6 due to the great quality pictures that you take on those phones and I'm all about the picture qualities. Anyways I owned a Samsung galaxy light phone with metro as my carrier & the phone and service just sucked! Long story short I decided to buy the iPhone 5s and switch to T-Mobile! I am pretty much satisfied with my phone and the carrier! This store is well clean and the staff is friendly and knowledgable! Shout out to Phuoc V. (The Asian worker) for getting me through the switch over process & being patient with me He was real chill and a big help! read more

This store has some of the friendliest, most genuine customer care I've ever received.

They refused to sell me a new sim card that I could activate online. Insisted that they would only sell it to me if I activated in store.