NEGATIVE STARS for Nadia & Sol 2 so called 'managers" here. I went in 9/12 a Kevin showed me a phone I could upgrade our 3 phones to for free (Sprint). He never told me there was a deadline. I told him I'll bring in our 3 phones to be upgraded next time I am in San Mateo. Kevin got sick. Neither Sol or Nadia honored Kevin & his promise to me. These people DO NOT CARE ABOUT CUSTOMERS. GO ELSEWHERE. read more

Went in to buy a Pixel 3a phone - wanted to pay cash for the phone and also for the $25 activation fee and the first month plan charges. They said they had to do a credit check - don't understand as I was planning to pay in full. Wasted 40 minutes of my time. So will stick to AT&T. So basically they lost the sale. I contacted Google Store and ordered the phone (same price as T-Mobile) and will take to an AT&T store to activate. So T-Mobile, your inflexibility resulted in the loss of $399, $25, and $50 a month subscription. Too bad! read more

Tmobile is the worst. I cancelled my family plan on Nov. 2020, and Josh S. (Mgr. Tmobile) said that they still continue to charge for one line because I didn't request to import that one line to the new carrier. I told them that doesn't make sense, I cancelled the service with you, I don't need to cancel each line, it's a family plan. Tmobile refuse to accept their mistake and continue to say that they're charging for that one line even though I'm not using their service. So it's total BS!!!! And for real, they are the worst phone service provider and snares in with invalid charges. Never ever going back to Tmobile or any of their affiliates. They don't deserve any star for they malice charges!!!! read more

There seems to be a theme makings a generalized European company come to life. Everyone is trained with a similar trait to provide the consistency. And I can contest to that. Staff Was nice, But Spano, was extremely helpful, and was attempting to problem solve my situation and he is cute too! Sasha Sion read more

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

Alejandra was incredibly helpful. There was a lot of trouble getting around my credit freeze in order to start an account but Alejandra persistently helped me through the issue with a great attitude and empathy. T-Mobile is lucky to have her! read more

SO slow..... Manager talking on phone making plans with friends after work instead of helping waiting customers. Other employees more interested in chatting than helping customers. Ugh avoid! read more

I have had a bare bones T-Mobile account since 2004. I needed to replace my old phone and wanted a very basic one. I chose a very simple Nokia (online). Then I needed help with transferring my account and phone number via the SIM card, especially since it now needed a different size from the one in the original phone. Fortunately, a friend recommended the Fourth Ave. T-Mobile location as being very helpful and knowledgeable. I was particularly lucky to have Kevin answer the phone when I first called. He was completely supportive, even though there would be absolutely no cost to me involved with the new sim card and doing the transfer work. I did ask about what very simple phones I could buy there, and he was responsive, but not pushing a sale, when I decided to stick with my intended online purchase. I brought the 2 phones in. Kevin did his thing, even to being able to transfer my contacts, which everyone had told me would not work. I highly recommend them, especially Kevin. . read more

I have gone here every time I either needed to buy a phone, transfer data or had an issue and they all have been a great help to me. They are always cheerful and friendly when you enter and they take their time and are always so helpful. I just had Abe as my associate and he was so patient with my phone issues, explained things and fixed my issues. I didn't feel rushed and he answered all my questions without making them seem like stupid questions. He was a wonderful help. read more

There are two workers at this tmobile that know exactly what they are doing, they work quick and are extremely generous. They seem to really care about the customers. I enjoy coming to this tmobile because of the customer service being provided and well its close by to home. I recommend coming into this tmobile especially for the family plans. read more

Call them in the afternoon asking if they have the Coral Blue Note 7 in stock for purchase. The lady on the phone said yes. So an hr later, I drove from San Francisco to San Mateo. Took me about 40 mins in traffic. Waited in line.. Got up to the giddy guy who was wearing a lot of magenta. Asked him if I can purchase the Note 7. He said sorry not for sale unless you got an exchange to do. WTF... read more

Customers device here is awful，I was planing to switch to T-Mobile and I just want to ask about the plan and details, I had waited over 40mins, it was not even so busy, is 3pm and there is not much customers in the shop, I don't understand why it take them so long, can't imagine what if I already join and it have problems and I have to wait forever to have someone to take care . read more

Had some hiccups here & there during the setup and spent an extended amount of time in there. The staff however were helpful in extending help and offering alternative solutions. Thanks a bunch T Mobile. read more

Chris is the best most helpful guy at a cellphone store i have ever been to. this location services is really great. clean. many chairs. And they do try to do what they can to get it done: as a team! read more

We've come in here several times over the past few years to update our phones. Each time we've been helped by Adrian, and he's always been very helpful and gives excellent information and advice. Overall we've had a great experience here! read more

Came here to get a micro sim for my new iPhone 5. The service was great! They were prompt to help and very friendly. I've been here several times, the evenings can be a zoo with a big line, so come really early (if you can) and there'll be zero wait time. Only real downside is that parking is a nightmare. 8am-6pm, it'll cost you, after 6pm its free, but good luck finding a spot. Be prepared to drive around in circles for 20 minutes! read more

I paid to upgrade my iPhone XR to a 12 mini Feb 2021. From day one, my phone wasn't connecting to the network. I went to this store to get help, and they suggested switching from a Tmobile sim card to a Sprint card. Cool. Tried that for a few days, and nothing was fixed. So I spent hours on support chat (because I couldn't make a call) and in the end was told to contact Apple about warrantying the phone. So I contact Apple, spent hours on chat with them, did 4-5 days of data logging, before they sent me a new iPhone 12 mini. Got the new device, and got a new Sprint sim card. The issue still occurred-- zero cellular connection. So I contacted Tmobile support once again, spent hours explaining the situation, and got a new Tmobile sim card. For those keeping track, thats 4 sim cards and 2 phones in the span of a month. Nothing worked. I was traveling for work, and had the same issues out of state. Immediately upon my return, I took my phone into this store to get help or try and close my account. They said to close my account I had to buy my non functioning phone, and offered to try a new sim card. So we try a 5th sim card, and it didn't work. So they had me call technical support from their office phone. I was on the phone for 90 minutes trying to troubleshoot the issue. At that time, it was decided that he couldn't fix my issue over the phone and would initiate data logging. The logging would take a max of 3 business days and they would contact me with results and possible compensation for my lost service. Day 4 today (4/1/21), and I never heard back... So I'm back in chat trying to get a phone to work, month 2... Lastly, when an employee left her shift, she flipped me off from the parking lot while I was on the phone with technical support. Super professional! So I've had 5 sim cards, 2 phones, zero cell connection, and have been flipped off at least once. I've had Sprint since 2005, and rest assured this will be the last time I opt to use their network. Please avoid at all costs unless you're into sadism... read more

This store provides great service. Lines are a little long but worth the wait. I usually go to the store in Daly City but was in the area so I decided to stop by. I was helped by Dora and her manager Bianca who went above and beyond with my phone situation I had been dealing for quite sometime. The made sure all my information was transferred to my new device and made sure my applications were step up and running. Thank you ladies for your patience! I will definitely be returning to this location read more

I just switched over to T-Mobile and had top notch customer service from Nicole. She was very knowledgeable, professional, and pleasant to deal with. I found out everything I needed to know to make a great decision on the perfect plan, and chose a great phone. I am completely satisfied with my new plan, and Nicole's great service. Highly recommended. :) read more

I've had an issue since Valentine's Day. I went into T-Mobile eight times. After waiting, and waiting to be serviced, each time I spoke with someone different. Each time explaining in detail the problem. Each time leaving with a promise the manager would call me. He never did. And he was the one who helped the new employee with the transaction. Geez. Thinking he was embarrassed? Giving him the benefit of the doubt. Finally, JENNY, another manager, was able to solve my problem and I am a happy T-Mobile user. I never even directly spoke to her and she waved her magic wand. How was she able to do what eight other people failed at? Anyway, Thank you Jenny, I appreciate your help!! You're A-OK read more

DO NOT go in here if you wish to get real help. Went there three times and all i got was surprises and "talk to a rep" these people clearly dont care about helping. read more

Popped in just after 3pm on a Saturday. Store was pretty dead and I was immediately greeted very warmly by Niki. In less than 10 minutes she switched my service and number over from AT&T and answered all my questions clearly and professionally. Easily the best experience I've had inside a mobile carrier store ever. Thanks Niki! read more

This store provides pretty good service. I am existing Tmobile customer and I updated my service to international rolling plan before I travel outside US last year, their staff were professional, helpful and helped me reset lost password so that I got my new plan activated and ready to use before my travel. I would recommend this store to TMobile users. read more

TL:DR - Avoid Bianca and the female store manager (and this store if possible). Horrible people and even worse customer service. I've never joined a review site to post any of my thoughts to the internet, but my experience here has prompted me to do so for the first time in my life. I went into the store to return a phone after I had cancelled service. The paper statement that I received stated that I would be cleared of charges if I returned the phone. Thus, that's what I mentioned when I first walked in. One of the many expression/emotionless employees (Bianca?) there took my phone and without saying anything began typing away on her computer. After that, she says the return is complete, but I would still have to pay the extra remaining balance, essentially meaning that I turned in my 6 month old Iphone 6s for 180 dollars. I told her that wasn't what was promised on the paper statement I received over mail, but she stood firm that it should've been mentioned when I purchased the phone that this would happen (the same store did not mention anything of the sort, and, surprise, SHE was the one that sold me the phone without saying anything). I then asked if I could cancel the return, to which she replied "no" without checking with anyone. How is it not considered human decency to let someone know when they're about to return a phone for 180 dollars that's actually worth 5-600 dollars on the market? We called over the manager, who, after conversing with Bianca for about 10 minutes in Spanish and kept on saying "he can't do that, he can't do that" disrespectfully spouts out that she heard what I asked for when I first entered the store, therefore I can't undo the return... Like... What happened in these two people's lives that made them such miserable leeches? Of course, the manager dismissively walks away to sit and do nothing after that, which was when I asked Bianca to call T-mobile to confirm, where they obviously told her that it WAS possible to undo the return. And even though they charged me another months of service that I didn't use, I paid off everything without wanting to talk anymore and walked out. Why lie? Do YOU make any money out of ripping me off? No! To the two reps that I dealt with at the store today, please get a life. You're making everyone else's miserable. read more

The employees at this location are wonderful, especially Lizandra and Jackie. They went beyond what was necessary to solve a problem and ensure that we ultimately left as happy customers. I was so impressed with their ability to problem solve and would highly recommend anyone looking for a new provider to consider T-Mobile at this location. They were great! read more

My wife and I had a bad experience switching from At&t to T-mobile using this store. We wanted to buy new phones, but my wife wanted a color that the T-mobile store didn't have in stock. We checked with the Apple store if they have it in stock and confirmed with a t-mobile employee that we can first start our new contract and then just get the phone from the apple store. During the new contract activation they upsold us on a business account that supposedly has no downsides and doesn't cost anything extra, so we did that. What no one at the t-mobile store knew is that apple doesn't sell to t-mobile business accounts with a payment plan, so we couldn't buy the phone there. After going back to the t-mobile store to revert the business account to a personal one, we weren't even aloud to do that. So in the end we ended up with hours of wasted time, and my wife without the phone that she wanted and just a loaner. This could have been avoided if the people at this T-mobile store wouldn't have been incompetent and sold us a product that didn't work for our situation. Btw. we didn't even hear any kind of apology from the employee who recommended the business plan to us which caused all the problems. read more

I was just there. I was looking for a apple Watch and I spoke with a young woman she looked up my information and right away before even checking she told me that all the iPhone watches were sold out even from the Apple stores. Then she proceeded to ask me if I wanted a new watch or an old iPhone watch I asked her what the difference was and I needed to know the prices before even giving me the prices she started telling me about The memory space on the iPhone watches and which one did I want. I asked her again what the difference was and what the difference on the price is was when she finally told me then she told me that they were all sold out and that I wouldn't be able to find an Apple Watch anywhere not even online. I left the store and came back to work and just for curiosity decided to call another's T-Mobile store and long behold they have Apple watches I think it was very bad customer service for her to inform me that I wouldn't be able to get an Apple Watch anywhere without even attempting to contact other T-Mobile stores I will not be returning to that T-Mobile store which is sad because it's literally right across the street from my job. read more

i gone a couple of times to this location both time I've gone in the store is empty with customers, but yet the employees have yet to get you.I went in with the intention of buying a new phone now i needed a few queestions answered but since they were too busy chatting behind their counter I just walked out end ended at another store. read more

this is the store across from Draeger's supermarket on 4th street in San Mateo. The people here are VERY HELPFUL especially Daniel and his manager Luis. They go out of their way to help the customer unlike other T mobile stores who dont know what they are doing and just call customer service. TMobile if you are reading this, if Daniel and Luis did not help, i would have dropped TMobile and moved to another carrier. It is people like them who provide excellent customer service and give a good name to TMobile read more

This review is about the T-Mobile at home product. We purchased the V-tech phones and signed on for this internet based home phone service and it was unsatisfactory. It was much cheaper than traditional land lines but very unreliable. We kept losing dial tone and had to reboot the system about once every month. The phones had poor sound quality and the phone most remote from the computer was completely unusable. It was always a tedious process to get tech support over the phone. Finally, we came home from vacation one day to find that the dial tone was gone again so no one could reach us or leave a message. After hours and hours on the phone with tech support they could not correct the problem. They had me run a VOIP test and then they blamed the problem on Comcast. I had to talk them out of penalizing me for canceling the service prior to the end of the contract. I like my T- mobile cell phone but I want to caution others who are considering buying the T-mobile at home service. read more

This location should have written above the entry door "we are making money while wasting your time waiting" . I just walked in to pay my bill. it was a horrible experience...30 min to pay my bill.They are very slow and rude. They have no idea how to work efficiently. The manager doesn't show any interest in speeding up the process, he's just arguing by saying : you don't have to come into this location... The employee who "didn't have time to help before" now she's actually ( while still being with a customer who was there God knows how long) explaining me what I should do instead of coming into the store. What???? This is what you're paid for, to tell me how to not come into the store.... Something has to change...soon. read more