Came in after phone was stolen and received OUTSTANDING customer service from Kevin. He supported us through the entire process by explaining everything very clearly, and answering all our questions. Kiershan was also amazing for laying out all the options for the situation. Both employees went above and beyond to support us through the whole process. Would 100% recommend asking for Kevin and Kiershan as associates when coming in!! read more

Stopped by T-Mobile while the rest of the family was shopping. My son and I both had cracked screen protectors, and thankfully our Protection 360 insurance covers replacements. We were greeted right away and added to the waiting list. It was a Sunday, but the wait was less than five minutes. Peter helped us out and swapped both screen protectors effortlessly. Zero bubbles, super quick, and he was really friendly throughout the whole process. Everyone else in the store was helpful and chill too. We ended up forgetting something on the table, and Peter even called me to let me know. Really appreciated that! Excellent service from start to finish. Definitely recommend this location. read more

T-Mobile Experience Store - Storefront - Mobile Phones Near Me - San Francisco, California

I am writing to commend Peter Ung, a Senior Mobile Expert at your Stonestown Mall location, for his exceptional service.He recently assisted my monolingual senior friend with upgrading her iPhone 6 and switching carriers, securing a promotional deal that made the new phone virtually free. (Now my friend keeps bugging me on how to use the new features .) Peter patiently managed the setup and data migration. Furthermore, he helped me switch internet providers and configured the router in-store. Peter saved us significant time and money and exemplified outstanding community care. He is a tremendous asset to T-Mobile. read more

T-Mobile Experience Store - Mobile Phones Near Me - San Francisco, California

Do better Jeff. I waited over 40 min to be acknowledged after walking in. I wanted to join version today and trade my phone in was not helped at all. Jeff procceded to help the white man that walked in behind me. read more

The store was quite busy helping other customers, which is understandable, but there should at least be a greeter or some kind of system in place to let people know what to do--whether it's signing in or where to wait. I stood there for about 10 minutes without anyone acknowledging me, so I ended up leaving. I'd honestly rather wait on hold and speak to someone over the phone than be left standing with no direction. read more

So I went here to pick up an order. I actually went in with an issue, but by the end of the day, it was resolved. Everything was handled thoroughly, and the staff was really helpful and informative throughout the process. Big shout out to Kevin--appreciate the assistance. read more

NEVER USE T MOBILE. Online ordering not backed up by the store. Customer service on line at the store unable and / or unwilling to solve my order / activation issues and would not help in returning equipment. Very disappointed in customer service after getting mailer ad and spending over 6 hrs on the phone ( Philipines call center) and multiple trips to the T mobile store. read more

The T-Mobile in Stonestown Mall were terrible, unknowledgeable said they can't add new line on my family plan. Got great service at SDF Costco from black gentleman who gave me the best service ever! It was a breeze to add my extra line. He is so professional. Now he deserves a raise! read more

I went to this location to open up a new line with T-mobile. The staff were very friendly. But Giselle was the one who mainly helped me set up my new phone/watch and transfer my old number. I really appreciate the customer service that she provided, thank you again! read more

This review is for tech support. Overall, T-Mobile tech support does the best they can. T-Mobile is a carrier service. Not a device manufacturer. It's understandable T-Mobile tech resources are not experts of all devices. Such is the case at this store. The staff is upbeat and willing to help. Luckily, I decided to take the device to the manufacturer's service center. All of my device issues were corrected. The device did not have to be replaced as recommended by T-Mobile. read more

Consistantly, unfriendly rude manipulative lazy staff. Dishonest about wait time. Does not keep the order of arrival of customers, serves them according to whom they like. read more

I worked with Kevin at this store(actually, both Kevins but one more than the other), and I have never been more pleased with customer service! These guys are what it's all about when asking for help and receiving OUTSTANDING HELP. I finally cut the cord and told both AT&T & Comcast to suck eggs! If you currently use Comcast, Xfinity, or AT&T, drop them like a hot potato. My combined savings for three cell lines and home I internet(wireless) is well over $200.00! For the T-Mobile home wireless, I have speeds above 200Mbps download and 100+upload, which is roughly twice what I had with Comcast with the ethernet cable! And I am only paying $30.00/month, whereas Comacast it was $182.00! Do yourself a huge favor and switch. You can always go back if you're not happy. read more

If you come to this TMobile store location in stonestown they are not a third party store. This is a legit T-Mobile store you guys! Anyways when you come in, ask to see Eric! He recommended me get the Samsung 23 Ultra today!! I opened a new line today and everything during my visit went by smoothly! Thanks Eric I will only be visiting this location ONLY for my cell phone needs! read more

After having a terrible experience my elderly parents went to this location. They were asked "what do you need" they told the guy which phone and he said he needed 20 min to check in the back. They said ok. Except he didn't check anything just stood off to the side and came back and said he didn't have anything for them. What is going on with these T-Mobile salespeople?? They're all jerks! My parents ended up going to the west lake location, we're treated well at that other location and got excellent service. DO NOT GO TO STONESTOWN OR SLOAT LOCATIONS! They will treat you like crap for no reason. read more

I've been to this location once before and recieved good service. I order my newest phone from there maybe a little over a week ago. Today I decided to go back to pick up a phone case and screen protector for the new phone I had ordered . I walked in and I spoke to one of the ladies briefly who assured me that they have cases for the newest phone and another gentleman directed me to the back wall to where they were located. It didn't take me very long to find what I wanted. The two folks that helped me were busy with two customers- one was on the phone and the other looked like he was closing a deal. The other two gentleman were also with customers but one finished up and decided to assist another lady in getting a phone....mind you I was just there to purchase a case. None of them asked me or acknowledged me standing there as they were transitioning into the next person whom I couldn't tell if she was before me or not because there was no designated line. I give this location three stars for their lack in customer service. It would of literally taken one of the two gentleman standing there 2 seconds to let me know that they'd be right with me or something but they decided to ignore the fact that I was standing there. I quietly put my items back and walked out. Being stared and not communicated with is not okay. read more

I came to T-mobile today because I have been having a lingering phone problem. The staff was excellent and extremely patient with explaining different processes and solutions to me. I just want to give out a huge shout out to their employee Jasper for helping me solve my issues. He was attentive, helpful, and overall an awesome person. read more

I ordered my elderly dad a new phone online using the trade in promotion and came into the Stonestown location with him to pickup his new iPhone 14 plus. Jasper was the first to assist. He was very knowledgeable and super helpful. He set up my dad's new phone, started the transfer of all the text and data over from his old phone to the new phone and even processed the trade in so we didn't have to deal with shipping it. He went above and beyond! The process would take 45 mins so we went for lunch and when we came back, he was on break but another fellow (skinny bald guy with tattoos) stepped up and already knew why we were there. I regret not getting his name but he even helped my dad set up Face ID and finalized everything on his account. They were both so kind and patient with my dad who doesn't speak great English. I am so grateful for them. 10 stars! Now let's hope the T mobile cell service is as good as our encounter with the employees at this store :o) read more

Just went to this store because I have had sprint for 20+ years and recently bought a new phone and they put me on the t mobile towers . When I got home I have zero service. Have called t Mobile numerous times and they swear they have the same sprint towers which is a lie . If my house is on fire I can't call 911 . Any ways I visited this this to address the issue and I told one of the employees and he asked if I had service right now ? Which obviously if I'm in their store I would. He wasn't concerned about my problem just more trying to prove that there wasn't a problem. He was very rude and didn't try to help with anything. We walked out , thinking about changing providers. read more

Upgraded phone to iPhone 12 on jump plan, called T-mobile had them ship new phone to me. Got new phone no problem. Sales rep tells me to return old phone to any T-mobile store. They will take it no questions ask, as long as it's in good condition. Went to this t- mobile store in Stonestown. The person that helped me, his name is Anwar. He looked at my phone and he said there was a microscopic scratch on the right corner. BTW the scratch wasn't near the screen! That is considered a cracked screen he said! He actually said it with a straight face. This dude is as scummy as they come! He didn't seem happy cause he wasn't getting credit for a sale and just plain did job want to do his job. He asked me where I got the phone from, obviously from T-mobile. He then inserted my current SIM card back the the old phone and did some BS on his iPad. He said it would cost 400 bucks cause of the damage. Yes, he said it with a straight face. Again, microscopic scratch wasn't even near the screen. He said that scratch is considered a cracked screen. T-mobile contract allows wear and tear as long as screen is not cracked! FYI, this T-mobile store is not a authorized T-mobile store! They are a third party shop contracted out by T-mobile. They don't really work for T-mobile. Beware!!! Anwar, also said he's the mgr, guess what he's not. Never coming back here again! So, I dropped my phone off today 11/27/20 at the 9th ave and Lincoln t-mobile store. This location is a actual authorized T-mobile store. Went in talk a sales person, he looked at my phone. Didn't even cared about the microscopic scratch. Yes, the same microscopic scratch! Gave me a receipt and I was on my way. It's that simple. I get it, probably low wage job and Anwar is trying to pad his pay check. He probably not happy working here too. Shouldn't take it out on Innocent customers that have no beef with him. I felt like collateral damage. read more