This review is strictly for my girls Andrea and Hayden! I have never had such a pleasant experience at a T-Mobile store as I did when I stopped by to upgrade my phone last week. After a pretty disappointing interaction with another staff member previously, I wasn't exactly enthusiastic about going in, but I had to get a replacement phone ASAP. My experience with those ladies was so much better! They were friendly, informed, smart, funny and genuinely wanted to help me as a customer. There were so many points throughout that visit where I wondered if it'd be too creepy to ask if we could all just hang out IRL. (I decided it was and held back... But there's always next time.) T-Mobile needs more staff like Draya and Hayden, and here's why: as a customer to a cell phone carrier, there's no guarantee you'll always like the terms of your plan, the company's policies, or every customer service interaction you get. But if there are a decent amount of interactions with pleasant, helpful, courteous, kind and fabulous folks, you're more likely to be willing to sit with the challenging times. So, ladies like these make a huge difference! Thank you! read more

This place never fails to set me up and get me out the door real quick. I was having an issue getting my new iwatch set up and CS was horrible when I called. No one knew anything and they just made the whole setup more complicated than it really was. As soon as I arrived here and told them my issue, they knew right away how to solve it. No questioning, no trying to change the plan I had chosen to try and fix the problem, no confusion whatsoever. The CS that you phone really need to be trained better. I totally forgot the name of the guy who helped me...and I had even asked his name so I could him a shout out on here...but he was amazing! Very knowledgeable guy and very sweet. Thanks T-Mobile! Go train those CS people please! read more

Came in for a T-mobile Tuesday offer, was greeted by an associate right through the door. Provided my time sensitive code and walked away with a neon pink blanket. My cat absolutely loves it! read more

I went in with a serious grievance against T-Mobile for something that the corporate office did. I had to cancel my Internet service. Natalie was the most polite and cordial employee that I've encountered there. She addressed my concern and apologize for what it happened and offered me some suggestions as to what to do moving forward. When I complain to the corporate office, they found away to make it seem like the problem was her fault in my review. I truly regret answering that survey. Natali is an outstanding employee and an asset to the company and I wish they had more like her there. read more

Jorge was very patient and a great communicator. he helped me troubleshoot a problem caused by staff at a different store.

The staff was extremely helpful and professional (I was expecting to be there for at least 2-3 hours upgrading my iPhone to the iPhone 17 pro max) I was in and out in less than an hour and a half read more

T mobile is the worst cell service provider. After being with them for 10+ years there service started to decline and couldn't get service anywhere in county so I canceled service and switched to Verizon. After switching accounts they continued to charge me through auto pay for nearly a year and won't refund the money only offering 2 months refund. They stole my money and refuse to refund it. Never will use this service again. read more

Very friendly and helpful Knew exactly what to do to cancel my old phone company and sign me up at a good price. read more

I've lived in Petaluma for 10 years and have had T-Mobile while here. I live in 94952 area code, the west side of Petaluma. For 10 years I've had problems getting clear service where I live. PEOPLE TELL ME ALL THE TIME THAT I CUT IN AND OUT. I have asked repeatedly what I can do? Can they fix it? 10 YEARS LATER I learned from T-Mobile Customer Service that T-Mobile has insufficient cell towers in the area to provide good enough service. WOW, 10 YEARS it took!!!! I was told that T-Mobile has no current plans for adding additional towers in the near future. read more

I had T-Mobile for 8 years. I had an iPhone and upgraded multiple times. iPhone was not the problem, their cell phone service sucks, it's awful!!!! Switched to Verizon, got a brand new iPhone 15 pro max plus, best service ever in my life, and my cell phone bill decreased by $30 per month. read more

Every time I call the phone rings for 5+ minutes and no one picks up. I live 90 miles away and wanted to describe my problems with connectivity and ask if I should bring my router w/me when I come in read more

Lousy service in my area where T Mobile says there's 5G. Can't make calls and get dropped calls. I get 1 bar at my location.

Feel like wasting hours of your day at a cell phone store? This is the place for you! Went in for a phone upgrade and iwatch purchase, so yes I am here to give them more money than I already was. Waited in a loooong line and then they say it will take 30mins to do everything. 2.5hrs later we finally left. read more

Staff needs a lot of improvement in areas of courtesy, customer service and cordiality. The culture seem prevalent across bay area stores. I wonder why read more

I recently had a genuinely fantastic experience at this store. I've had T-Mobile for years (as I learned during my visit, 13+), and brought in an unlocked BlackBerry to get a sim card. I was expecting the Portlandia experience ("It's a one-time fee that you pay annually."), but instead got everything I needed with zero hassle. Amada helped me, and she was extremely professional and courteous. She did not mock my BlackBerry (I need a keyboard!), which I kind of expected, went ahead and set me up, and was also able to give me a better deal on my monthly service, without having to sign a contract. I don't write many reviews, but my experience here was so great, I wanted to get the word out. read more

Anthony is the best guy around! I usually hate getting new phone because it's such a hassle but he made it enjoyable. Great service, time in store wasn't excessive, and everyone was very friendly. read more

100% recommend coming here and seeing Miguel he was so patient and nice. This is the first time I've ever been to T-Mobile without getting stressed out. He made sure everything was stress free. He did not looked bothered at all even though it took us 1 1/2 to set up our Apple Watches. He is great!! read more

T-Mobile Experience Store - Mobile Phones Near Me - Santa Rosa, California

I would not recommend going in here as a woman unless you enjoy ugly, Predatory men. I went in to get new phones set up so I spent an hour and a half in the store and had to listen and watch as the guys all stared and talked about the women coming in. Chief brought me a cookie, Lewis or Louie (black guy with long braided hair) , who was not helping during the transaction, made a disgusting comment about how thick it is "the cookie" while continuing to stare at me. The other guys, Chief, and Jef all laughed and thought it was great. I had to remind Chief to wipe my old phone before leaving. He just had it sitting there and knew my passcode to get into it. Made sure to stand there and wait till I knew it was wiped. Felt extremely disrespectful and predatory. Hideous, unprofessional environment. read more

What can I say. They make promises in the store about all of the discounts you will get if you switch to them. So you switch and trade in your current phones such that you are in bed with them for the next 24 months. Turns out when you get your bill and call corporate headquarters about it you were flat out lied to in the stores. The discounts are not stackable and your monthly bill over the course of two years will be thousands of dollars more. Have honestly never felt more used and have never had a retail experience as bad as this one. Never in a million years do I recommend TMobile or this store. Will be dropping them as soon as we can. To add to that, our cell phones will not work in our house and with their Internet, zoom calls freeze. Literally the absolute worst! read more

This past weekend my husband decided I needed a new phone. I was just going to order one and get it shipped through the mail. He decided to surprise me and went to the store because they had the phone I wanted in stock. He gets there, they have the phone. That is when the nightmare started. First off the guy working wants to upgrade my husbands 4g phone to 5g. This doesn't work and now my husband doesn't have a working phone. Then the kid puts our daughters phone number on the new phone Instead of the number we wanted on the phone. Turning off her phone. This couldn't have happened at worse time. My daughter was stranded in San Francisco broken down down in a parking garage. Now she has no phone. Her fathers phone is not working and her phone has been turned off and her phone number is now on my new phone. This is when the kid tells my husband he can't do anything to fix the problem he's just created, he is not sure how to fix it and jjjthe Store is closing but at 4 in the morning we can call the east coast and they might be able to help us. Well it's Wednesday now and we've (my husband) spent hours trying to fix everything. My husbands phone is back on but now it won't charge all the way and tonight it's not charging at all. My daughter lost her phone number and we're told there's nothing they can do about it. She was stuck until around noon Sunday when her phone turned back on The frustrating part is we are expected to just deal with their mistakes and to understand but they rarely apologize or except responsibility for anything. Just Once it would be nice to hear "we are sorry, what would you like us to do?" read more

I came in here because I didn't want to deal with the insurance company Assurant. Louis helped me out and handled everything, I could not ask for a better customer service representative. Professional, willing to help, and most importantly willing to do anything to make sure I left a happy customer. Excellent service! read more

Aurora was really helpful today with my iPhone. She was able to fix my issue with excellent customer service. 5 stars read more

My husband and I came to this location to purchase the new iPhone 15 since the Costco kiosk didn't have a supply of phones on hand. Let me just tell you, out of all T-Mobile locations we have gone to throughout several years, this one has the most incredible customer service by far. The three staff members working were Julio, Manny & Robert. Each individual was kind, welcoming, understanding and so so helpful. Julio was the one assisting us and he set everything up for us which was the most stress free experience. He had good spirit and was smiling and genuinely happy to be of assistance during our entire service. He even answered all of our questions with clear communication in response to which Manny also gave us great answers and feedback to as well. They presented themselves with hospitality that is hard to come by in the customer service world nowadays. They definitely need some positive recognition through the company or some type of reward to encourage them to keep up the great work. Thank you guys! This will definitely be our primary store now, it's worth the 30 minute drive. read more

I was looking to change to a global plan for my upcoming deployment out of country and Maria took great care of me. We did absolutely everything in-store and I'm now 100 percent set up thanks to her and this store. Thanks a bunch!! read more

Im so mad at T-Mobile and specially a Latina girl that was there yesterday morning when I needed to ask questions about how the service is not working and about prepaid options. Not informed properly! This is my last month with you T-Mobile! I'll go to Verizon read more

I went into this t-mobile this weekend and I was welcomed nicely by lovely woman named Sarah. I was overly ecstatic with my purchase and she was excited me All the little accessories I need, she had one step ahead of me. please be sure to go check them out and see the lovely Sarah. read more

I have been a tmobile customer forever. I had used this store a couple years back and had a pretty bad experience with horrible customer service. However this past week I had a great experience - thanks to Vince F. Both my husband and I needed new phones and Vince was super helpful in many ways. Thanks Vince!!! read more

T- mobile has been a joke to deal with Ordered phones online and 2 days later got an email saying my order didn't go through. Called and they said it would be easier if I went to store and picked up phones there. Was told at the store that the online order was still pending and they couldn't give phones until they cleared that order and that takes 48 hours Got a call the next day to tell me my original online order had shipped out and would arrive in about 4 days. Not sure if I will get phones or not the could not give me tracking numbers read more

The place is big and spacious. Unfortunately the service need serious fix. I bought a new sim-card for my friend and it was the wrong size. It stated at the package that we can exchange it at the T-Mobile store. We visited the one in Santa Rosa Plaza but they ran out of the size that I wanted and they do not have the sim cutter. Hence they suggested us to visit this store instead. When we got to the store, there were some other customers waiting. The employee asked for my name and asked me to wait. We waited. After 20 minutes, I noticed that they have been serving other customer who came later than us. They did not call any names. I requested to see the waiting list but instead of giving it to me, the employee kept it to himself (as if he did not want me to know that he skipped me). After an hour, we finally get our turn. The service itself take less than 5 minutes. It make sense since it is just to cut ONE sim card. The employee (whose name I forgot) was really nice though. He genuinely welcome us and apologize for the waiting. The employee attitude is fine (except for the one who accidentally skipped us. He could have just say sorry instead of hiding the waiting list like a kid). The service system has to be fixed. BIG TIME. read more

I've been using the T-Mobile high speed internet for the last year. The reliability was 3 stars with several shut downs and no information when they happen. The High speed Gateway does not provide any external antenna access so in our house the signal strength is poor 1-2 bars but it has worked mostly. Their customer service is poor, 1 star, and there is no e-mail or text message support. You must call an 800 number and explain to a different person each time and most of the time there is little understanding an no follow up-call back. When Starlink became available I had installed and it is fast and reliable. T-Mobile would not allow me to cancel on their website so I called the Philippine's Office and cancelled. They did not follow up with conformation and I had to call back and still no follow up. Each call was 45 minutes repeating the same information over and over. And after all that they charge my credit card the following month. I tried calling back and no conformation yes...but stopped payment on my credit card. I'm done with T-Mobile. read more

This people always take for ever to help. You! And when they do help you they need to ask the other staff for help i do have to admit they are really nice people and get what you needs to be done done. But they just got to make it easier. Everyone its on a tight schedule and have places to go. read more

Came in because my blackberry randomly died. Ashley set me up with a payment plan deal on an iPhone 6 and was really patient and helpful when I couldn't get ahold of the authorized party on my plan to let me make the purchase. Very thorough and friendly and I love my new phone! Plus it was nice to get acknowledgment of our loyalty to T-Mobile which is going on 11 years now with no big complaints! Thanks Ashley :) read more

Left the cold and calculating corporate culture of VERIZON to the user friendly T-Mobile folks. Will, excellent sales guy at the College Avenue store couldn't have been any nicer. Took care of our needs, got me the new iphone 5s and I was out of there with a huge cost savings! read more

This store is one of the better ones I have gone into. The customer service is impeccable and the manager, Tamara is extremely friendly and knowledgeable . I would highly recommend this store for any needs you may have. read more

I had a great experience with Henry at the College Ave store. It was the first time I ever switched cell providers and he took care of everything. Very friendly and professional. I'm happy with the switch so far! read more

The folks at the College ave store get a 4, for knowledge and friendliness, but the online and phone reps from Texas and Tennessee are @@@@-stains. Ordered 5 phones online, jumped through the hoop answering all their idiotic questions, paying full phone costs up front with my credit card, but they still want to do a credit check . Ask for the non contract 110 dollar per month plan with 10 gigs, unlimited this and that and they finally complete the order after 1 hour on the phone.How long before the phones arrive I ask, "you will received them in 5 days at most". 5 days go by and I call them and they claim the order is incomplete."We made a mistake but lets just go forward". They claimed to "fix the problem" but the phones are now back ordered , and instead of indicating 110.00 per month the order say 160.00. "But we will adjust it on your first bill we made another mistake but lets move forward". I wait another 5 days, no phones, I call again, "we made another mistake we don't seem to have your credit card number, but don't get mad at us lets just move forward" Are all these phone companies really this inept ? The id-gets had both my current email and phone contact info, but they couldn't muster up the brains to contact me, I had to call them every time. Probably time to go back to net10 where the foreign reps were more difficult to understand but a whole lot brighter and made far fewer mistakes. I had fewer problems with net10 in the 6 years I used their phones. read more

Andres at this T-Mobile was so sweet and knowledgeable ! He treated me with respect and helped me bring down my monthly bill ! He treated me like I was his mother . He was not pushy or condescending. Thanks Andres. Your mother has done a great job raising a polite son! read more

Henry (Ty) was really nice, outgoing and friendly. He made sure that we got exactly what we wanted and made what could have been a complicated situation very simple and easy. He also was sure to make sure everyone knew what was happening and understood everything completely. His customer service went above and beyond what I was expecting. Thanks Henry :-) read more

Awful customer service!! Don't recommend for trouble shooting or any tech support they will make you go to device provider( apple care ect) even if they are the one's who sold the device directly to you. The assistance store manager Ashley Gomez is completely out of touch with proper customer relations. Sales reps are supposed to look at issues in context. If business was a black and white ordeal, machines instead of people would be operating the store, NOT Humans. She was clearly not aware of job description. If anything seems weird in store call the T-mobile phone line while in store, they will advocate for you and are more concerned with customer experience. read more

Great service here. We came in to add a new phone to our line, we got attention right away! They have tons of phones to choose from. Nice locatiin as well we try to stay away from the mall with small children, so this is a nice alternative . read more