We have been customers for 13 years together. Previously, I was a customer since 1999 or maybe prior to that when it was VoiceStream until 2010. The female worker here has been rude on two occasions. I really need to get her name. T-mobile CS sent me to this store to pick up my youngest daughter's phone that is on warranty. The female agent refused to do the exchange. After one hour here I am now in the parking lot with T-mobile CS and most likely nothing will be resolved. We have paid $9/month for insurance on her basic phone for 2+ years that I was told I can buy it for $50; but, they won't assist me further. Basically, you'll get screwed over and over; given the run around between CS and the store; and still no resolution. So now; on hold with CS and waiting to speak to someone in CS to most likely give us the run around as always. read more

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

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This Tmobile store is located in the same plaza as Home Depot. It's on the corner closest to the street. Plenty of parking. It's nice having a local tmobile store to go to to talk with the associates in person. They were pleasant and helpful. Not too many other stores in this plaza. Hopefully things pick up so that the area can do well. read more

I have been a loyal T-Mobile customer for over 10 years, and I can say without hesitation that my visit to the T-Mobile Experience Store in Pleasanton was the most horrific and unprofessional encounter I have ever had with this company. I strongly urge others to avoid this location at all costs. The store is managed by an unprofessional, egotistical, and childish individual named Mohammed, whose behavior was not only shocking but completely unacceptable for someone in a leadership position. I went to this store believing the "Experience Stores" were staffed with T-Mobile's best and most knowledgeable employees. I was seeking help because my phone was overheating to the point it burned my hand and caused pain in my arm--an issue that could have had serious health consequences. Upon arrival, I was "greeted" by Luis, whose apathy and lack of effort were immediately apparent. Every question I asked was met with responses about what he couldn't do, without a single attempt to offer solutions or alternatives. Sensing his disinterest, I asked to speak with his manager. Luis informed me that Mohammed was at lunch and wouldn't return for an hour. I decided to wait, given the urgency of my situation. When Mohammed finally arrived, his demeanor was abrasive and hostile from the outset. As I explained my issue, he repeatedly interrupted me with sarcasm and dismissive remarks. I had to ask him directly to stop cutting me off, only for him to respond that he "didn't need to hear any more" and wasn't concerned about my perspective. I was stunned--this is the behavior of a store manager at a location meant to showcase T-Mobile's highest standard of service? As my dangerously hot phone sat dying in front of me, my 8-year-old son used his T-Mobile KidSync watch to record Mohammed's unbelievable behavior. Rather than reflect on why a customer might feel compelled to record such an encounter, Mohammed turned his anger on my child. He aggressively demanded my son stop recording, attempting to intimidate and bully an elementary schooler. The fact that a grown man, easily capable of bench pressing 300+ pounds, felt justified in accosting a third grader is beyond comprehension. Mohammed then threatened to call the police to have us removed from the store. I stood my ground because I had done nothing wrong. Shortly after, T-Mobile's regional manager, Noemi, arrived. She listened attentively, apologized profusely for Mohammed's behavior, and immediately diffused the situation--including dismissing the police officers Mohammed had summoned. She personally ensured I received the support I needed, helping me select a replacement phone and even issuing a bill credit for the inconvenience. Noemi's professionalism and leadership were a refreshing contrast to the incompetence and hostility I had endured. Needless to say, I will NEVER return to this store. Mohammed escalated a straightforward customer service issue into an appalling display of abuse of power and poor leadership. His actions reflect a deep failure in judgment and temperament, making him unfit to manage not only a T-Mobile Experience Store but any leadership role. As the saying goes, leadership flows from the top down. Given Mohammed's conduct, it's no surprise Luis exhibited the same level of apathy and disregard for customers. For your own peace of mind, I DO NOT recommend visiting this store. read more

T-Mobile Experience Store - Mohammed (left) & Luis (right) - Mobile Phones Near Me - Pleasanton, California

I've tried to get a problem resolved at two other locations. There was a bit of a wait, which surprised me since it was well after the lunch hour. Once Eddie sat down with me a problem that's been going on for nine months was finally resolved. When I need to go in again, I'll wait for Eddie! read more

Eddie is the guy to go to! I'm going on vacation and I needed information about my data plan. I also had questions about setting up my new watch. He did a great explaining ever and breaking down different price points. I didn't feel like he was pressuring or persuading me to buy anything. I had a lot of questions and not once did i feel like a nuisance. The store is nice, clean and air conditioned lol. Comfortable atmosphere. If you're in need of service, I recommend this location. read more

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

I switched over from Verizon a year ago via a promotion at Costco. A big reason was to get a bunch of gift cards at Costco and visa for moving four family members. Most of the cards expired during a totally frustrating experience trying to use them. I'd say it's NOT WORTH THE HASSLE AND FRUSTRATION to do it. A total marketing FAIL. Verizon was fine. I regret doing it. read more

I recently switched to T-Mobile after testing their service for free over the past month (an offer they extended to everyone), and I've been blown away by how much better and faster it is compared to AT&T--whether at home, the office, or traveling to Austin, Denver, Miami, and Key West. Today, I finally made the switch official. The sales rep I spoke to on the phone was great, but the transfer process was a mess--dropped calls, language barriers, and mix-ups like my iPhone SIM getting disabled, my father-in-law's number ending up on my phone, and another line accidentally canceled. Frustrated, I headed to the T-Mobile Experience Store in Pleasanton off Johnson Drive (pro tip: not just any T-Mobile store will do--you want an Experience Store). Juan there was a lifesaver and seamlessly ported all 8 of my family's devices to our new plan. One hiccup: my father-in-law's phone (he's 80 with Parkinson's) was accidentally set as the primary line when I initially called in and tried to do this over the phone, even though the account is in my name and tied to my Social Security number. When I called to fix it, they wouldn't let me without speaking to him. Back to the store I went, and Juan in Pleasanton resolved it in minutes. Overall, I'm thrilled with T-Mobile's service--plus, they slashed $150 off my monthly bill from AT&T, gave me $2,000 in Visa gift cards for switching, and threw in Starlink free for 12 months. Customer service? I'll stick to in-store visits (specifically the Pleasanton store) from now on. If you're thinking about switching, T-Mobile is absolutely the way to go! read more

Huge shout out to Mohammed at the Pleasanton T-mobile corporate store! I walked into their doors, already with 6+ hours of talking to #611 customer care representatives and going from place to place, trying to sort out the botched job the initial agent did, and 4 subsequent agents could do nothing to fix, while setting up my 2 new lines. When he welcomed me in, I said, "I'm here to share my long sad story of me trying to set up my 2 new lines.... Wait -- do you want me to give you my account information before I get into it?" (since no other representative would talk to me before doing that) Instead, Mohammed smiled and said, "No, I'd like to hear your long sad story first." From that point on, Mohammed was nothing but kind, clear, and transparent about my options and worked his expert magic to undo the mess of our 2 new lines. He continued to find solutions for me until I left feeling happy and totally respected as a customer, despite having spent now, 8+ hours trying to sort out our phone situation. (Jorge also helped during the cell phone buying phase, and was also professional and kind.) Even to the end, Mohammed added a cherry on top of everything by finding 2 really great numbers for our new lines. I'm still amazed that I went in that morning, preparing for a fight and ready to switch providers, but left singing the praises of Mohammed and T-mobile corporate stores. Thanks, Mohammed! read more

I've been a customer with all the major carriers--AT&T, Verizon, and T-Mobile--using everything from home internet and landline services to TV packages. Over the past 20 years, I've interacted with countless representatives, but I have never met anyone as exceptional at their job as Jorge. Jorge is the sole reason our family decided to leave AT&T/DirectTV behind and fully commit to T-Mobile. Thanks to him, we're saving nearly $200 a month while enjoying significantly better services. Our family now has upgraded iPhones and moved to the T-Mobile 5G home internet All-In Plan. The difference is night and day--our home internet speed skyrocketed from ~20 Mbps with AT&T Fiber to an astonishing ~500 Mbps with T-Mobile. Initially, I was hesitant to leave AT&T Fiber, worried about potential connectivity issues depending on wireless home internet. Jorge not only addressed those concerns by making sure we actually will get those speeds before signing up, but also revealed how much better speeds we truly could have at a lower rate. I work at major hospital institutions, and the speeds we now have at home are nearly comparable. T-Mobile's price lock gives us peace of mind, and with the incredible speeds we're getting, I see no reason to ever look elsewhere. Jorge's customer service went far beyond expectations. This is hands-down the best customer care we've ever received. He treated my two elderly immigrant parents and myself with the utmost patience, respect, and care. Thanks to him, our quality of life has improved significantly and my parents couldn't be happier with their service. If you visit this specific T-Mobile store, ask for Jorge he'll take phenomenal care of you. T-Mobile has truly won us over, and it's all thanks to him. We are so grateful! read more

I just have to give a huge shoutout to Mohammad at T-Mobile--he was absolutely the nicest person I've ever dealt with when it comes to customer service. I came in frustrated because Apple couldn't help me with my phone issue, and honestly, I wasn't expecting much. But Mohammad completely turned my day around. He was patient, kind, and incredibly knowledgeable. He took the time to really understand what was going on, explained everything clearly, and went above and beyond to get my phone working again. I left the store not only with my problem solved, but genuinely happy and grateful. If you ever need help and want someone who truly cares, go see Mohammad at T-Mobile. He's a gem! read more

Jorge is super amazing!! And so knowledgeable was able to help me with a black out phone transfer to a new phone situation !!

I come in today and Huy help me set up my phone line. I'm very happy. Huy is very nice, and helpful. Thank you anh Huy.

All I can say is WOOOHOOO to LUIS ORTIZ at the Johnson Drive store. He fixed my husbands phone under warranty. My husbands is happier than on our wedding day LOL. THANKS LUIS, great work and now my hub will stop whining! Don't tell him I said that read more

SEXIST, PREDATORY, DISRESPECTFULMANAGER - My family switched to T-Mobile and worst decision ever made. Not only did we have to get out of our contract because the service was nonexistent, but was harassed and berated by the manager. Mohammad the manager looked me up and down like I was a piece of meat for him to come hunt and rip apart as soon as I walked in. From the moment he checked us in, he was passive aggressive, condescending, beyond disrespectful, sexist, egotistical, and beyond unprofessional. My dad had to step in to tell him to back off and to stop smiling and smirking as he was harassing and disrespecting me. I've read further reviews and see many other women specifically who have had this exact same experience. He ended up refusing to serve me after I asked him if he would speak to a man the way he spoke to me. I have never been spoken to or looked at or treated so disrespectfully, predatorily, or rudely by any other business like this in my life. Aside from the horrible experience that left me shaking, with a heart rate of 149 when I left, and almost in tears, their service does not work for anything and I actually had to go 9 different times to the store for them to try to fix it only for them to blame Apple and the phones hardware. Took it to Apple and Apple showed me a diagnostic graph of every single outage and wrote up a lengthy diagnostic report of the poor service so we could get out of our contract. Their "great deal" to get a new phone as well, READ THE FINE PRINT because you will literally donate your phone to them for free and then get charged secretly with no invoices and no ability for them to pull up your bill or show itemized receipt and you'll end up paying the full price of the new phone AND let them have your old phone. The service has gone in and out of SOS mode every day. For reference, I live in the Tri-Valley and go all over the Bay Area and have had several instances of people saying they called me and showing me the call and me showing them I never even received a missed call. Couldn't call emergency services multiple times, etc. But the reason I'm writing this review is because of the manager. I went to the Dublin location because the manager wouldn't handle our concerns and luckily the manager there helped me find contact to report him and apologized for that employees behavior. T Mobile if you're reading this, Mohammad is the worst look for your brand and if you ever want to have customers, maybe hire someone who is professional and doesn't harass and berate women and then deny service. read more

I see the new ads they have to try and get your business at T-Mobile what they don't tell you is there is no customer Service once you joined they don't even talk to you on the phone or in the store. They tell you oh download the app oh dude, you can't even ask questions. they ignore current customers worst company ever do not agree again do transfer to T-Mobile. Keep your service anything but T-Mobile. read more

My most recent phone had no email from the start (bad on you, Best Buy). Other T-Mobile experts couldn't get it going and our email provider was no help. Finally, my husband shared my issue with work colleagues, one of whom recommended Jorge at T-Mobile in Pleasanton (Johnson Dr.). Jorge focused on my phone with care and friendliness for quite a while after the store closing time. He was able to get my email up. Magic! Then I went home and couldn't do it myself because I didn't catch one instruction. We returned a couple of days later and Ken walked me through the steps to access my email. SUCCESS! We highly recommend both Jorge and Ken for your cellular help. Good guys! read more

Came on a Wednesday to get a new iPhone activated for my second line. We weren't greeted when we entered the store. After 2 more people came in after us, that's when we were approached and told the wait would be able 15 mins (considering we had already been waiting for 20 mins. After the 15 mins time frame, maybe about 25 mins afterwards, we received service. The guy who helped us was pretty cool and nice. He got everything situated, so I'm please with that. If you don't want a wait, it's probably best you go when the store first opens. read more

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Fantastic service and location to do business with. We switched from another carrier and Mohammed and his staff made it such an incredibly easy process. Highly recommend this location when doing business with TMobile. Thank you so much! read more

i'm currently here and the customer service besides the guys and Angel the girl with the glasses (who were very kind and professional) but the two other's the new girl evelyn and stephanie the manager are just totally rude and with attitudes bigger than my behind. trying to lie to us about specs and memory when you can look it up. ALSO lied about the data breach saying it only impacted names and addresses when so many people including me and my husband's banks were hacked among other apps and when we tried to explain email we received from our banks she quipped "I already know the email tmobile sent out!!" when we weren't talking about tmobile's email... I don't understand why people have to be so aggressive and rude when we are just trying to buy from you over 1000 at that. you guys can all try ti upsale all you like; just dont lie to do it because then it shows you aren't a good salesperson. I have horrible anxiety with ptsd snd panic attacks i definitely will be not returning. Also, i get we came in 30 min before closing but you let your new associate handle the whole thing i'm pretty sure thats your guys' issue. Please learn how to be nice to people as you never know whats going on with them on the inside. update: we've been up till 4 noticing they messed up when charging us. Was it really worth it to overcharge and not expect us to figure it out? read more

T-Mobile Experience Store - exterior - Mobile Phones Near Me - Pleasanton, California

The manager Mohamed makes doing business very difficult with this store! He told me I needed to upgrade my daughters phone since it was unlocked and wouldn't work for their service. I went to another location they said there was nothing wrong with the phone! At that point I already got her a different phone. They sent my phone in for repairs I came to pick it up and my case and screen protector was missing. He denied it and said I got a completely new ovine which was not true. They repaired my phone. I also ordered a new phone iPhone 12 and decided to trade in the phone he told me wouldn't work for their service and he then informs me at the time of pick up I can't do that! He is a used car salesmen and will take full advantage of you! Do NOT trust him! Go to a different stores unless you have to repair your phone! read more

Called ahead and asked to place a reservation on a phone for 30 minutes. Got a confirmation and was told to come in. Arrived in 20 minutes and waited for another 15 mins only to be told the phone was sold to another customer. read more

I have come here several times to pay my disabled son's phone bill. 3 out of 4 times I had to walk out my after being ignored for 20 minutes or more. Today there was 1 associate chatt8ng with his customer. In the meantime I watched 3 other employees walk out " for their lunch hour". I asked each one if they could help me. Nope. By the time I finally walked out there were 6 more new customers waiting to be ignored. read more

Very friendly and knowledgeable. Lorenzo C helped me switch my 2 iPhones and Apple Watch over to T-Mobile.

Tori was our associate. She helped us set up our new phones as we were transferring from another provider. She was so patient and kind, while actively trying to solve our issues. She was truly wonderful and so professional, yet warm and humorous. read more

Fred Wilson was helping me to transfer data on two phones over two afternoons. Fred was very friendly, patiently, and technically competent in answering all my questions. I give him a big thumb up. Thanks, Fred. read more

After holding on the phone for roughly 45 minutes on something which should have been simple. We traveled 30 minutes to the store to watch half the staff ignore people and the other half move as slow as human possible to help people. Is it covid times? Yes. Is this review still fair? Yes. Go somewhere else, they don't want to be here anymore than you do. read more

I purchased a car charger that stopped working after 2 days. I was out of down and could be in the area for a couple weeks. 20 days after my purchase I was refused a refund or credit. How low of a business I.Q. does the store manager have to loose business over $20.00. The 57 1 star reviews should have kept me away. read more

Olivia was such a great help to me and was very calm under pressure while another Customer was being really Rude and obnoxious she defused the situation and was a true professional ....Great Job read more

The worst service. They rather lose customer than fix phones. Instead of providing a diagnostic report on my phone that has programming issues, they rather take the phone for 5-7 days. As a professional. I can't do that. read more

Went into the store with the intention of getting a new phone. "Wilbur" was super helpful. I decided to order my phone online to avoid the $30 store surcharge and told Wilbur that the only reason I need to get a new phone is that it wasnt charging. He suggested that we clean the charging port and went ahead and removed lint that was stuck there (who would have thought!!) - boom - it is charging like a charm now. Thank you for the great service. read more

The representative TK is just awesome. We had been to this store yesterday to move from ATT (been with ATT for 17yrs). We left the store with a very positive note. Getting more into details for that: Sunday store closes at 6, we were there around 5:10PM. They were very upfront in saying "We can't guarantee that you'll be getting our time today as there is only 50mins to close the store, and 5 people ahead of you". we weren't expecting that answer but we liked it as they are speaking what they can and keeping our expectations right. We said we will give it s shot and would wait there. Luckily, we were seen by T-mobile rep (Named TK) at 5:50PM. The guy looked exhausted while greeting itself. So we had thoughts in our mind about how much time he is going to spend around store closing time., He proved us wrong not just doing his job exceptionally well but went beyond expectations by calling their back office to activate one line which took longer time than other lines to get activated. He was confident it should all fine, but I wasn't, so he ended by staying with us till 6:40PM to make sure we were happy by getting all our lanes active and working. We couldn't get new phone as there was no stock and couldn't place a new order as it is late. Going back today to complete the phone order. read more

Worst customer service. 5 employees just sitting there not willing to help with a claim I wanted to file. Gave me wrong information to get me out of the door. The manager was extremely rude and didn't really want to help. Never going there again. read more

T-Mobile is a mistake. The store at 6010 Johnson Dr, Pleasanton CA has a manager named Mohamed that will tell you anything to sign you to their services. Don't believe that they will pay for your old phone. They won't. They'll twist their story to suit them when they don't pay for it too. I got charged for 3 phone lines. How do you bill customers for phone lines they don't have. This T-Mobile will find a way. If you need issues like having the correct person receiving notifications; plan on at least two 45 minute calls to make a correction. I'm still not sure it is correct. This manager told me he would call me after he spoke to Ramon who was not in the store that day. Ramon said yes when asked that I bring my bill to you for reimbursement, right. Of course I did not hear from Mohamed. I went there today to have him lie to my face that he spoke with Ramon that day. Why would I be waiting to hear from him. What a terrible business! read more

Staff was not open to listening to customer issues. The manager and staff would not budge from there own perspective even though we kept on telling them that the information we got from another store abd on call with Sprint was different from what they were offering. Both the sprint representative and the staff at another T mobile location had said that we would be charged $140 per month for four line with Magenta Max plan, but the staff and managers in store put us on $155 per month for the same plan. The only we reason we came for the migration of our lines to this store was since they had the iPhone 12 in stock. Poor customer service! read more

Ramon was the man, very respectful and nice man, hooked me up with a new phone. Ramon also didn't lie to me and said that they didn't have the new IPhone 13 Pro Max unlike the other employees, he went to the back to check and comes out with a brand new one. helped me set it up and everything. read more