Very unfriendly customer service. I came in today to clarify the letter I received. Jose Luis was very dismissive. Would not even bother to check my file first before giving a conclusion about my situation. Made me don't wanna go back to that store again. read more

after a long fun night my cousins phone actually got cracked, sergio at tmobile helped us out and had great service. my other cousin that was there said she had at&t and was wondering why she paid more, but sergio had the pleasure of breaking down the payments of how at&t is charging her and how tmobile can be a better option for her!! A real long wait but my cousin getting a new phone was worth it. Thanks to sergio!! thank you for listening to our crazy conversations and debrief of long night yesterday! peace be with you :) read more

Dominick is the best!!! He was so patient. I have always had great service here and stay with T Mobile because of them.

This store has absolutely the worst customer service. Many of the sales people are under the impression that an aggressive in your face approach will actually work to get you to buy into an overpriced plan. Don't waste your time and skip. read more

We came in to get my mom a new phone. We walked in expecting to wait because we understand each customer takes a while but we were helped after only a few minutes of waiting. Fridda was the employee who helped us. She informed us about the difference of the phones and knew all the information we asked for. Fridda was great! Meanwhile on the other side of the store there was a very disrespectful customer who was impatient and constantly cursing out the employees. I finally told him he needed to leave and he left shortly after. When I told him to leave another employee had assured me that they would handle it. I just could not stand him being so disrespectful and dehumanizing to the employees. The employees really kept their calm and were super respectful even though he was furious and cussing at them with so much disrespect. They handled it very well. They were very professional and kept business going. I have a lot of respect for them. They are a great team and my mom and I ended up getting 2 new phones. Just want to shoutout the employees at this store because they work super hard and keep their composure with customers that don't know how to act. read more

This place is terrible customer service should be down to zero it reminds me of the DMV when you go in and they they just take a number and then they don't ever call your number people go to lunch they don't care they're disrespectful with your time all they're trying to do is upsell you if you're not going for it then they have no interest in you it's sad it really is sad to see read more

Frida is marvelous. She solved problems in just a few minutes that mystified even the apple stote. She is generous and gracious and whip smart. Give her a raise promote her tomorrow. Many thanks, Frida! read more

Since so many many years that I did not see a such good employee of Mr David Huang who is not only the best of customers service of care , responsible. also is a friendly service to customers in T-mobile of San Mateo branch at #225 E 4th Ave read more

T-Mobile 5G is consistently delivering around 200mbps down and 30bmps down. There are three towers in our area so the traffic seems to be handled well. We tried AT&T but after the trial period our download speed was less than 10mbps and the upload speed was less than 1.0. Two calls to technicians did not help. Nor did a replacement HUB. The techs said the tower was at capacity, so speeds were impacted. Also, the one AT&T 5G tower was not positioned well for our getting a good signal. This is odd as we got a good signal during the trial. read more

Very poor customer service. Alicia was very rude. I felt like I was being discriminated against because I'm white. I've been a tmobile customer for 15 years and have never had poor treatment like this. Not very customer service friendly. Sad this even happened. read more

if i could do no stars i would. I've been trying to cancel my account with this company for months now since December 2024. i keep getting transferred to people that can't help me, or "the manager is on lunch, he will call you back." with no follow up. I've called and gotten hung up on several times. I even went into a T-Mobile store to try and get this fixed and the gentleman also got hung up on. We called back and one of the employees couldn't get the company to stop billing me. Long story short, cause there is more if you sign up with this company you will have a HARD time cancelling with them. read more

Estoy muy enojada con esta compañía tengo 13 años siendo parte de sprint y luego hoy q se convertio en t mobile .. yo estaba confiada y no me di cuenta q me estaban cobrando una línea de una cámara q yo regrese en la misma semanas q la ordené y llame para asegurarme q esa línea estaba canselada y cual es mi sorpresa q me la estaban cobrando x dos años ósea q me robaron $696 dólares las taxes y les digo q si me van hacer el reembolso de eso q me cobraron y me dice q no x q el sistema no muestra nada puraaaaa M.... Son unos ladrones no les reconocen esa compañía y el según manager dijo q no podía ayudarme esto es un robo una estafa ellos tienen la cámara y aparte me cobran .... Son ladrones read more

This location is by far the worst, It's the closest to my house so it's the one I go to but man o man their customer service is AWFUL!! My cousin upgraded her phone and the guy helping us upgraded mine instead, he was rushing us (despite there being no customers at the time) and was overall rude, my cousin came back to talk to someone the day after about fixing the upgrade issue and the girl that she spoke to was so incredibly rude and disrespectful she basically said she couldn't do anything to fix THEIR mistake. I ended up calling customer service for my cousin and explained what happened, the person on the phone was able to fix everything in 5 minutes and stated that was something they should've done at the store. This last time my mom wanted to upgrade and her English is not perfect so she asked a guy to tell her the promos and he was very dismissive and told her to look online and just order the upgrade online, he walked away and didn't come back. This place needs to educate their employees on basic customer service. read more

My bf had been struggling all day to change his number from an old prepaid plan to a new plan... Brenda was friendly fast and fixed our issue. Previously today We had visited another location and were turn away and told call an online number and did just that but unfortunately after waiting for a long period we had been hung up on. We called again and the same thing occurred again. So we decided to go to this location and this employee saved our day. We will be returning to this location if we come across any other issues Thanks a bunch read more

I just want to give a major shout out, to all of the employees at the T-Mobile store on fourth Avenue in San Mateo. Firstly, upon walking in, the spacious, and well laid out area of the store is inviting, and quite calming. So, even if one needs to wait for a bit, there is less stress than I've experienced at a prior location (now closed). I worked with several of the employees for quite a few hours, transferring information from one iPhone to another. All of the employees were quite patient, and delightful to work with. As a senior, and a retired flight attendant, I appreciate excellent customer service, of which I received. I was attempting to go back to an older iPhone that I had purchased, as I recalled it's ease of use, and the ability to use my old earphones as I do not want to use the Bluetooth buds (concerns over radiation). However, when I got home, and used the phone, I ran into several issues. So I decided to go back the next day and swap the phones again. And when I went back, so many that I had worked with, I said hi_ warmly, welcoming me. José was available, and got me up and running on my old (newer) iPhone. So kudos to the entire crew, as I know how trying, it can be working with the public, especially when many customers aren't up-to-date on the latest technology. I'm sorry that I didn't write down anyone else's name, other than Roberto, but you know who you are, and feel free to chime in anytime. Thanks again, T-Mobile, for a most pleasant shopping experience. read more

The staff is very friendly and helpful. Shout out to Anna who welcomed us to help activate T-Mobile network on our new phones and take care of switching from previous provider to T-Mobile network. Also, John and Brandon are amazing to take over the case after Anna after that. Pretty impressed with the service here. read more

I had to get a new phone and port over my moms old phone and I also had an old issue with my moms old iPhone- well the people in this store were amazing!!!!!! Helped me get me new phone set up- ported over my moms data and all her pics- it was really a great experience. All the while dealing with a homeless guy outside the store- the staff were professional funny and awesome to work with. This is only a review of the people there and a shout out to John the manager and all that helped us the other day- really was impressed keep up the good work Great team, great service- I like T-Mobile also had for years now read more

I like this T-Mobile store. We have had some really bad luck at other locations. 2 visits here have both been positive. The T-Mobile locations closer to home have been bad experiences. This is a good one. There are 2 locations on this street. I prefer the one on the corner. read more

I needed to change over my carrier as my work is no longer providing my cell coverage. I had a lot of anxiety about how difficult the process would be. I was so pleasantly surprised at how easy Kevin at T-Moble made if for me! I was in and out of the store in 25 minutes. On top of that, my 16 yr old son has a plan with them for $40 unlimited per month, so I assumed it would be the same. We now have two of us covered for $65 per month. Kevin was professional, friendly and efficient. I could not be more happy and thankful to Sarah and Vinnie on Alice for their commercials which put them on my radar screen to consider them. Thank you Kevin and T-Mobile! Maggie read more

Came into T-mobile to ask about the Sprint to T-mobile migration coming up soon. We were helped by Alex who was great! He helped up with all of our questions and explained everything in a way we could understand he really broke everything down for us which I appreciated. When you go into a cell phone carrier I feel like they tell you half the story and end up leaving paying more than you were told or regretting your decision not with T-Mobile and not with Alex, great service! Friendly, knowledgeable, professional. You better believe I will go back to this T-Mobile for Galaxy S22 very very soon! Kudos Alex and the San Mateo crew. read more

worst T-Mobile store and customer service. they don't talk to customer respectfully. I will never use this store anymore.

Avoid this place. Do not give Alex any business. He is a clown. Take your business to another company. T-Mobile used to have the best customer service. They apparently no longer value their customers. Their store manager Sandy and Assistant Nancy just do not know how to recruit qualified customer service representatives so I would avoid this particular location. read more

I've been with T-Mobile for 12 years go to the store and the customer service it's really bad I have tried to do a warranty exchange and it was the worst experience that I ever had in any of the stores physically they have the phone and they couldn't exchange it for me because their inventory I had a really tough time to come in and change my warranty because I take care of my father 83-year-old and my six-year-old daughter and with this coffee it's very hard to be outside to try To deal with warranty exchange I spent an hour and a half on the phone trying to take advantage that the phone was still in the store they couldn't do anything for me it's a shame I wouldn't recommend this company at all even though I've been with them I wasted it all this year for nothingAnd for me to be available to post something I just give him one star I wouldn't give nothing read more

I wanted to upgrade my Samsung Note 8 to a Samsung s20. The salesman told me there was a promotion if I traded-in my phone, I would receive $500 dollars to pay for a new s20. So, I paid an installment fee and signed the contract. When I went back home, I realized my bill was different, so when I called T-Mobile and asked about the contract, they said there were no promotions. The salesman lied. read more

A big shout out to Alex at this location.He greeted my when I entered the store and took ownership of ensuring my issues were taken care of completely. He is knowledgable, friendly and personable. An outstanding representative for T-Mobile. I am a fan, exceptional client service. IHave been a T-mobile client for over 15 years and have always found the customer service to be outstanding. read more

Okay - so you want to port your phone service from Verison who is ripping you off to T-Mobile seems like a good choice, so you go to the T-mobile web site and start the process - it asks you do you want to port over your numbers (yes) and in a few days they send you a discreet unmarked package with a sim chip in it (NO Directions) just a chip - okay I am technology savvy so proceed - you insert the chip and find that the number is wrong they sent you a chip with a new number -- so I take the chip out and given competing issues wait to fix this .... so now a bill arrives that shows I owe $150 for a services never used... okay lets get on the phone and clear this up (right?) What was I thinking - I call them 6 discussions later and 2 hours invested in explaining this to these knuckleheads - I get am getting close to swapping service -- "in two or three days" - what a joke, so in the time and frustration it takes to do this your self you could have driven to the store and had this done -- F*^K T-Mobile and the little phone bots it is obvious you recording my phone conversation (which by the way I did not consent) is not helping! read more

T-Mobile Experience Store - T-Mobile Service - Mobile Phones Near Me - San Mateo, California

I was helped by Jose who was incredibly kind and resourceful. He did a great job converting a very old flip phone and was so patient. Although the store seems to be a bit understaffed, I felt well received and was given great service. Helpful tip, arrive at opening hours if you can to ensure you are seen promptly by staff. And if you're lucky you'll be greeted by Jose. read more

You have to pay for parking to even go here. People stand around no asking if you need help. Worst customer service.

Very happy with them! About the company: Yes, we recently switched to T-Mobile and the service is pretty awesome, unlimited text, internet and so on. It always guarantees a great coverage, never losing signal or connection. About the store: Perfect location, walking distance from everything( so basically you can stop by when you are on your way to the gym, the grocery, the restaurant, etc) the parking situation in downtown San Mateo is always a bit challenging, so I would avoid to drive there. The store is clean, bright, well organized and employees are nice, friendly and competent. I definitely recommend it. read more

I was at TMobile to change my services from Att to T mobile services. They offered various plans... first responder and a senior plan. Etc. etc. All plans have a very catchy name, but plans had very little to offer when you get down to it. When I inquired about the first responder plan, I was told nurses were not included into this unless we had a EMT certificate!!!!!#%*. What the hack????? Doctors, nurses, EMT's, policemen's, and firemen are all first responders who work in unity to save lives, whether on the streets, in the ambulance, in the ER or hospital wards! As a nurse with 40 years of experience I take that as an insult and divisive for all of us Who have worked hard in the front lines of keeping our community safe. I am bowing out of your corporate services thank you!!!! read more

This was the second store in my 3 days long journey in trying to recover last 4 digits of autogenerated SSN on my account to have full access and activate Apple Watch After spending hours and hours with other reps on phone and chat I called this store to make sure they can help and got confirmation over the phone I went there just to hear that my international passport and proof of address and ssn is not sufficient to run credit and/or recover last 4 digits of generated SSN number on my account. Clerk suggested me to get US government issued id and then return to the store. No other form of id is accepted by T-mobile. I have worked with many banks and other financial institutions and had no problem running my credit with 2 forms of id and proof of address. But for T-Mobile it is not enough. They trust only to US government id. I was pissed. these 4 stinky digits I was trying to recover were auto assigned by T-Mobile and never disclosed to me. And they can't give it to me, and they can't fix my account. read more

I went to the Fremont T mobile in fremont hub for a storage issue and they didn't help at all...the manager there sucks...BUT THIS T MOBILE IN SAN MATEO!!!!! I am returning there!! I don't care if I have to drive a good 45 min, best customer service ever!!! The team there were kind, the understood what was wrong with my phone and Kevin fixed my phone!!!! I told him I went to the apple store twice, went to the other t mobile twice and this guy went behind to find out what was wrong with my phone storage and why it was glitching. This problem almost lasted a week and Kevin fixed it within two hours. Super high five to this guy!!! And he's team was amazing as well!! I will return to this t mobile, my family too!! Very welcoming the whole team. read more

A nice change from AT&T! My dad and I stopped by this T-Mobile to switch our unlocked iPhones from AT&T to T-Mobile. First off, this location is huge, located inside the old Wollmer's Music store. From the moment I walked in, I could see and feel the vibe of T-Mobile: laid back. A nice difference from AT&T, which would always be packed with people and I would be placed on a waiting list. I was assisted by Viri, who was very nice and helpful. I did my homework before going to the store and I knew what we wanted, which led to me informing VIri that I was looking only for new SIM cards for our unlocked iPhones and which plan we wanted. I like that T-Mobile places the customer first, which is something that the larger phone companies seem to have lost after the smartphone boom. I will look to Viri to be helping my family for years to come. AT&T users, there is a light at the end of the tunnel, and that light is magenta. read more

Today's visit was pretty awful. As I entered the store the staff was glued to their phones sitting on the adjacent table to the display window. Next Balthazar arrived nervously rubbing his hands, and slyly staring at me. Our convo made me feel disrespected, and made clear that he was de-attached from community. If you want to risk with a high bill or bad phone, this location (and Balthazar) is your friend. read more

We were assisted by the store manager, Kenneth. He knows what he is doing and tried to help us the best way he can. I also admire his patience especially when there are customers who can't wait for their turn. Lol! PS. There is a wait list so that they assist customers in order. read more

I've been with T-Mobile for a few years now and am very happy with their customer service. I recently bought a flip phone (goin' old school) for my tween. ;) Kevin helped me as he has before and he's a cool cat. Patient and helpful. I had to go back in a few weeks later cuz I was confused with the pay n go card that I got from their partner Ultra Mobile. Art, the manager was there to help me when I ran in there in a frenzy before a trip. He got things all squared away for me on my account in a quick fashion. Super friendly and sweet. read more

This is just a general review of Tmobile, not this particular store. I just want to discourage people who have never had Tmobile and are thinking about switching to Tmobile from switching to Tmobile. First of all, the reception is not as good as AT&T, Sprint or Verizon based on my experience. Second of all, their service and communication are horrible. When my phone stopped working all of a sudden, I sent in the phone after being assured that it was going to be covered under the warranty. Well, I ended up pay $100 for the repair. Moreover, the phone that they sent me must have been a refurbished one because after a few weeks, it stopped working! When I called again, a Tmobile rep said that it should be covered under the warranty but there is no guarantee. I did not want to waste another $100 so decided to use my old Tmobile phone. The only things that are good about this company are their pricings and their easy-to-navigate website. I'm waiting for my contract to term so that I can sign up with another company. read more

T Mobile takes over the old Wolfe Music store that used to be housed in this building. Gutted and revamped. I have an old ass phone but alas it works where I need it to. Tried a Motorola V360 which is a great phone when it works. It working is dependent on the TMobile service which unfortunately doesn't work in my house and at my company where I need it most. Looked carefully at the service coverage maps and supposedly I have good coverage where I am. I guess I just reside/work in black holes or something. Anyways, brand new store, but alas they can only do so much. My real problem lies within their technical corps. read more

Got to give them a high five, great friendly, no waiting service. Did what needed to be done, ask some questions, got some answers and explanations, and off we go. Time:10 minutes tops! And service with a smile. read more

I love this tmobile. The store itself is so fresh and so clean, clean, clean. On top of that they give great customer service...i went there today and Luis, one of the associates there helped me out. I had some questions about my phone and he was very friendly and patient in helping me out. I have been a tmobile customer for almost a decade. Remember when they were voicestream? That's how long I have been with them. Great phone plans and always great customer service. And now a cool phone (vibrant) to boost! I'm a customer for life! read more