Never returning to this location. I spent over 2 hours trying to open an account for my mom, only to leave with no resolution. I initially tried the online process but was told over the phone I'd need to bring my mom in-store for ID verification. Makaela, the rep who helped me, was very friendly and did her best to resolve the issue. After 2 hours and nearing closing time, I asked to stop. What frustrated me most was the lack of support from the store manager, Kevon. Instead of stepping in to help, he suggested I use a different Social Security number. Seriously? As if I have a "spare" SSN lying around. Isn't it the manager's role to assist when staff are struggling with a customer issue? The store wasn't even busy, only two other customers came in while I was there. So, this experience was entirely avoidable with better service and leadership. read more

From start to finish the manager and his staff have been helpful and efficient. Even going above & beyond to satisfy this customer..

After over 45 minutes wait, he was able to fix my phone in 5 min and there was no charge.

I am not usually one to leave reviews, but my recent experience at this location compels me to share. This store blatantly lied and stole from me and has refused to make things right. I typically check reviews before using a company and saw that this T-Mobile location had the lowest rating in the county. I noticed negative comments about Humberto and other staff members. Despite this, I decided to give it a chance since it's close to my home and mistakes do happen. I hoped we could make a deal over the phone. I spoke with Humberto, who offered an unbeatable price to switch my wife's, daughter's, and my phone lines. I visited the store the next day, where the total price was even better than what Humberto had quoted over the phone, so we proceeded with the deal. I found it odd that there was no contract to sign. I wrote down all the pricing Humberto provided and asked him to sign it. He did sign but then took the paper back, claiming he could get in trouble for signing anything. Although this was alarming, I hoped it was a misunderstanding. That night, I called T-Mobile headquarters to transfer my lines and confirm the pricing. I learned that the price agreed upon with Humberto was actually $40 more per month than quoted. The next day, I returned to the store and spoke with Humberto and his manager, Jesse. They admitted to misquoting the price but couldn't provide a consistent figure, giving me four different prices. It was frustrating to see "professionals" using pens and paper and failing to give a clear answer. There was no contract outlining the pricing, and the situation felt like classic used-car sales tactics. Given the multiple lies, I decided to cancel the service and return the phones. Humberto assured me there would be no restocking fee, a promise he made in front of Jesse. However, I was charged a $110 restocking fee. Jesse apologized, admitting the situation was unfair but said he couldn't resolve it and I would need to wait for Brandon, the store manager. Brandon called me the next day and was extremely rude. He acknowledged the store's issues and his recent appointment but didn't address my concerns satisfactorily. He claimed that issuing a refund would come out of his pocket, but he promised to have the regional manager call me, which never happened. In summary, trust the reviews. If someone is repeatedly called out as a liar and cheat, they likely are. Reading the reviews of this store reveals a pattern of deceitful sales tactics. Humberto - Salesperson Jesse - Shift Manager Brandon - Store Manager What's funny is look at Brandon helms 5 star review from last week haha he works for T-Mobile .... probably the store manager that lied to me, and allowed his staff to steal ... faking 5 star reviews ---- shoe fits read more

We have T-Mobile Home Internet. They sent us an extra "Gateway" router/modem by mistake. They said I could return it at our local T-Mobile Store. These people refused to take it. OK. But then I asked about getting prepaid phone service and whether they can port a number over. They seemed a bit unsure about this, but things seemed to be moving forward. Until they suddenly informed me that the service I wanted is called T-Mobile Connect. And they cannot help me with that. At all. They only sell overpriced plans. There are several problems. One is that this is not an actual T-Mobile store. But there is no way to know that. It is some other company that has put all the signs up as if they are T-Mobile. Another problem is that they seem just to want to sell expensive things from T-Mobile. If you want the useful, affordable things from T-Mobile you have to call. Not sure why these stores even exist. Except to sell to people who don't know that they are being ripped off? read more

I rarely do comments but this store sucks in customer service. Three times I went there and I got no help at all. Always tell me to go to another store for help..other stores are okay but this one is terrible. Ask Diego read more

Want to give a shout out to "Elias" for his help today. He figured out the problem with my phone and to get it working correctly. Thank you so much! read more

Employees do not know what they are doing, came in to simply port a number but could not get the service to work even after the number was transferred, was on customer support for hours with them and they told me I had to wait a week to hear back from the support team to get my service fixed; Turns out the naive employees never even activated the SIM card to begin with and wasted my time and money; Avoid this location if possible there's a reason why this place has such low ratings read more

I have had two recent experiences. First in November, I upgraded my grandson's phone and Vince provided great service. So when I received a new phone for Christmas I had to go back again to this location. This time Jesse helped me, he is very helpful and informed me of ways I can save on my bill. He offered great service and hooked up my new phone. A good location! Thanks! read more

Avoid this store and T Mobile in general. Humberto promised me and my wife up to $800 each in rebates for switching from Verizon. Our rebate requests were eventually rejected because Verizon is not eligible for the switch 2t mobile promotion. Now that we would rather cancel our service, they want to charge us a whole lot of restocking fees. They are willing to trick you into switching and then wash their hands when they can't deliver on their promises. We will take them to small claims court read more

I was in the store to ask question about my existing plan and the women was insistent on selling me a new plan when all I want was wondering why my plan had changed. When I asked her about the 55+ plan, she told me they told me doesn't exist anymore, and had a really bad attitude. Well, it turns out they do once I left the store and check the internet, I'll never set foot into that store again read more

I'm having trouble with my son's iwatch purchased online, I tried to call 611 countless times but they can't fix it so we went to this store 30 minutes before they close. Kevin C. helped us fix our tech issues. He even stayed late just to help us. He's very accommodating, patient and has excellent customer service. He goes above and beyond to help us. T-Mobile is very lucky to have him. read more

Ernesto was the worker who helped me out when I went there to switch my service from Metro to T Mobile. He was very friendly and helpful. There was another guy there helping him because he was still learning the system and that guy was very friendly and knowledgeable, sorry I forgot his name. I love my new iPhone 11!!! Thanks for the recommendation guys. read more

Pretty shitty customer service today. I went in to add a new line but wanted a very basic phone. They offered a few promos for a free phone when you add a line which is what I wanted. I spent over 30 minutes with the store manager trying to convince me I wasnt offered those promos unless I upgraded my service and when asked how much more my plan would be he said it was gonna be like 60 more a month because of the upgrade of plans and then I was required to pay almost 150 today for activation and phone tax. He also was only suggesting the most expensive phone even though I was clear I wanted a very minimal, basic smartphone. I left and called customer service and within 10 minutes she was able to set up a new line for $25 and offered me one of their free phone promotions with no activation fee and all I paid today was $18. I've had decent experiences in this store in the past but I felt today the sales rep was just trying to get me to spend the most money and not caring about what I wanted. read more

I've had numerous interactions with the staff at the Santa Barbara Stores. They have all been excellent. I've ported 4 #s over the years, and each transition has worked seamlessly. Moved from AT&T to T-Mobile and saved a lot of $ using their 55+ plan. The price quoted included all taxes and fees, unlike others where you never know what the final cost will be. Although every provider has some dead zones, coverage is good here in Santa Barbara (check their coverage map online) and while traveling. The free worldwide texting has been a lifesaver on trips abroad, and their customer service is superb. Glitches that needed to be addressed were adroitly handled on the free 611 line. read more

Terrible customer service. No one knew how to do anything other than sell you a phone. When asked for further assistance they all juggled me around saying they can help and ultimately they all said they did not know how to do anything. Literally had to force them to do their job, spent most of the time just chatting to each other read more

Update 12/17/20 - customer service is horrible. Billing is horrible. I am on auto pay. Auto pay for some reason gets turned off randomly. When I changed my cc #, I changed the payment method on the app, even deleted the old cc from the app's payment methods. Payments went through normally under the new cc for a few months, and then AGAIN, autopay turned off when TMobile tried to use the OLD cc. When I called to complain and ask what happened, the rep was RUDE and just told me I need to pay - but no answers as to why I was having the issue in the first place. Unbelievable !!!! read more

I was at CVS last Saturday at around 2pm, and these two heavy set Mexican women came in (they were wearing T Mobile shirts, and were obviously TMobile reps from across the plaza. they were on a lunch break so after the incident they walked back to this very TMobile) and started harassing the CVS employees. It was the most uncomfortable I've ever been in a store. The poor CVS manager was asking them to wear a mask, DURING A PANDEMIC, and the two TMobile reps created a scene. They started yelling at the manager, called her white trash, and started recording her and saying she was being racist and this was a hate crime (even though the CVS manager is Mexican herself...) I couldn't believe my eyes. I stuck around just in shock, tried to continue my shopping, and overheard the two Tmobile reps call the store and harass her. TWICE. I honestly just couldn't believe it. All over asking them to wear a mask. I hope to god Tmobile management does something. I'm never getting TMobile for as long as I live, and I really don't think anyone should go here as long as these two lunatics are still there. read more

Great store Nico is an awesome manager. Helpful employees and always answer my questions in terms I understand.

This was the best retail experience I have ever had. Taylor was quick and very accomadating to all my questions. The manager was hilarious and extremely honest with his customers. He did not know the answer to a question about international calling and he admitted he did not know and would immediatley look into it. This is a much more professional way of handling that situation than acting like you know the answer and wasting the customer's time. In response to the first review, he's an idiot. When you first open any store the staff is almost always flustered because they have to processing inventory, learning store policies, and dealing with customers. If you are in the Santa Barbara county and need T-Mobile service, go to this location. read more

The guy helping me was super nice, but the customer service he was receiving while on the phone with T-Mobile was terrible. I waited for 50 minutes trying to switch over from AT&T, but the rep on the phone couldn't help him activate the new plan because of the error he made. 50 minutes later, customer service couldn't resolve the issue so I decided to stick with AT&T. CS at T-Mobile is terrible. read more

Run from this store very under staffed and wait time is way too long. The Manager should be fired for running a poorly staffed store. T-Mobile should pull the franchise on this location. They had two gals working that took forever to help customers. Potential customers left the store due to the wait time. read more

Waited over 25 minutes for service, the manager was obviously not helping a customer yet purposefully chose to act like she did not acknowledge us. One employee working on a Sunday afternoon with the manager in the back promising "someone will help you soon". Now it's 30 minutes and I am still writing this review waiting for service. read more

Wanting to switch to a new company.... yet t-mobile keeps putting on different fees without telling you. A very sad and dishonest company. Go to another. They do not do as they promise. The reps are told to add on products costing so much more , like now you need to pay this.... Disheartening to see a company run like this read more

Two very attentive workers helped me out when I was looking to switch companies. They had great customer service and were able to get me settled with a new plan and phone despite the computer problems they had. I will definitely be coming back if I have any issues that need to be solved because they were on top of everything. Could not be happier with my switch. Thank you. read more

The representatives in the Goleta store are not at all informed about their products and plans. I have been wrongly explained about their plans, twice. The last time I visited this store, I was actually explaining things to them and clarifying their misconceptions about their plans :) However, I could not convince them until I called the customer care. Pathetic! read more