I went in and was approached by Joe who told me there was a 11/2 hour wait. I said ok. I told him I needed to add internal storage to my phone because I was receiving that error message. I sat there for that hour and a half. Then he told me to delete text messages. That helped me free up a little space, but I told him I wanted to purchase more internal space as I will be saving more photos. He then told me that you cannot add more internal storage. So I'm a little upset that after sitting in there in the store for a hour and a half. He could of told me that from the dam start. Instead of having me sit there the whole time for nothing read more

So around 1 or 2pm today my family and I came into this T-Mobile we walked in and immediately this man by the name of Carlos was helping us but not before he pressed my mom about her face mask not being over her nose... Ok..No problem she fixed her mask and put it over her nostrils so we walked over and he still helping us maybe like 10 minutes in he then pressed her again and told her to put her mask over nose or else he's gonna help her outside. Um.. This man looked ridiculous wearing 2 face mask that's the first thing I noticed. My mom had her mask covering what was important to have covered. Id also like to say we usually have great customer service at this T- Mobile and I understand that were in a pandemic but he could have approached it differently and don't threaten to help my mom outside ya prick. Figure out how to talk to people you work in customer service working there 7 years? You should know not to be rude. read more

I opened a new line online and they sent me a new sim to be delivered. I decided to go to this store because I can't wait to activate my line. I was 3rd in line and was done in about 10 minutes. Pretty fast service for just sim activation. I didn't pay anything btw. read more

Going into the Pinole store to get my father a newer phone was awesome!! Cesar O was our rep that helped us today!! He gave us everything and more!! Above and beyond!! The satire was clean and organized!! Everyone was very professional with the costumers and the products!!! read more

Great customer service, Friendly and everything was done really quick . Didn't need to wait long to get help . " thanks Omar " read more

I felt cheated twice from same store in Pinole. Five years ago a female cleark sold me Iphone with unlimited data that was actually 1GB and then goes back to turtle speed. Today August 05-2021, I bought phone with new line and when I came home I looked at my online account he sold me $18 monthly phone protection plan that neither I asked nor he even talked about. Well service is certainly good in my area but practice is Crooked. I am likely to keep the phone but I will never visit this store again. read more

The service sucks and their workmanship. However, the most disappointing thing is their bullshit policy regarding the quality of the work and products. I had a simple screen protector put on my iPhone which the person did a horrible job. The manager is an ass hole by the way; however they are located in Pinole Ca. Which is a white privileged community. Need I say more! read more

CARLOS S. IS THE MAN!!! Very profesional, knowledgeable and was super helpful. I would totally recommend you coming in and asking for CARLOS S. Thank you Carlos!!! read more

Customer services is S***** they seem uninterested in selling merchandise and more interested in what's on the tube

I came into buy a phone on 12/9/2020, spent 330 altogether on a samsung A21. Then the rep signed me up for insurance, Live tv and a virtual line without my consent. There was no discussion of this. Why would I insurance a phone that worth $250.00. The rep forged the signature at 5:25pm because I got an email showing this. I left the store around 3:30pm. You should be fired! You out here looking like Wells Fargo. SMDH!!!!! read more

We have been switching out AT&T and Verizon plans for a Tmobile family one. Danny and his team have been very helpful. We were kinda undecided and we and back after changing our minds and buying another phone. They all have been professional, friendly and provided us a great service. So glad to have this reseller close to our home. read more

Acknowledging Mobile Expert Mimi Escamilla, for her execution with precision and joy towards her work. Mimi was focused on performing the task on two of my phones. Despite the many walk-ins, she remained patient and professional. 5 Plus Stars for the best customer experience. Keep up the great work. read more

Dewayne is the man! Came to this store with my mom. We need to add a line and buy a new phone. Dewayne was very accomodating and helpful. All options were presented so it was easy for us to decide. Definitely will do business again. Highly recommended this store. read more

It is such a JOY to have the Pinole branch take care of your needs they are always there to help and try hard to keep there clients. I have had all major carriers and would never go back to any of them just because of my experience with them. Thanks Jason read more

The employees here know how to take care of their customers, at least IMO! The line might be long sometimes but that's bound to happen. Basing this review on my last visit. My bf and I both went here to pre-order the iPhone 6S plus and were helped by Anthony. He explained to us all the steps and details about our order as well as the Jump plan and how it works. Overall just very helpful and friendly. I've also received awesome customer service from Anum and Jordan on other visits. One of the managers, I think his name is John is also really helpful and was willing to help me after he was off the clock once. Thanks guys! read more

I have been kicking around the idea of switching over to T Mobile for quite a while. I have had AT&T forever. Like, closing in on two decades forever. Never really had any issues except that the rates continually would creep up (expected) and my coverage at work would be considered spotty at best. It is a dead zone and a data killer. My old iPhone finally bit the dust. Literally died. So I go into T-Mobile to be swayed to switch over. I was greeted right away by the staff and informed them of my situation and was almost instantly shown different rate plans and different phones (etc). Even with buying the phone and insurance, my bill is less than it was with AT&T. And I have more call, text & data. The manager was even trying to bring my iPhone back to life while I was going over the paperwork to sign up. Thats great service as far as I'm concerned. I am really surprised by the poor reviews for this T-Mobile location. My experience was the complete opposite of the one star reviewers. I guess it all depends on when you go and who you see. read more

I have been to location various times in the past and loved it. Today changed that for me. Or maybe I just won't deal with Joe. I'll just deal with the other associates. I come into location inquiring to change a cracked screen protector. Which I purchased in December and was told I can do so if I have insurance. I told Joe at first about what we wanted and even mentioned only problem I'm not authorized user. He mentioned he cannot help me without me being one. So I said no problem I'll fix that in a minute, and asked if he had the product in store. He then mentions well I have to see the receipt to make sure. I look around and see the pro duct in clear sight. I told him here it is because it's the only one they sell for the phone. I come back and had access now to the account. He didn't say hello. He just asks for the phone number. He starting acting all panicky. I don't know maybe it's just me. So he goes to the back to get the receipt. He took a while. Which I understand if your looking for a receipt. He comes outside. He gets the product. He calls his coworker and just hands him the product and the receipt. Joe leaves to the back. He didn't mention I apologize but this is Omar. He will finish helping you out. Makeup something I don't know. But nothing, nada... I don't know if it's just me but that's rude. Your an adult working in customer service. SERVICE the customer. Give the magenta experience that T-Mobile so highly is known for. I don't know but Omar helped us and I was going to mention something but I just asked for both their names. That's how I know who helped me. read more

OK, I escaped from the Hilltop Mall experience where I ran into complete incompetence in getting a mobile hotspot purchased and set up. After like 3 visits, Crystal took over and was able to get everything right. Next I went to the Pinole location to switch from AT&T since our AT&T signal strength was all of 1 bar (t-mobile 4-5 with signal booster). Find out the manager at Pinole was now Crystal; they take care of me quickly and everything in the store matches the online ads. Much easier access to store than the Hilltop location, which is buried deep in the dying mall. Only suggestion is that they provide customers a more comfortable place to sit while waiting (for those of us with back problems). read more

This place is nearby my work. So I go in on my lunch break to ask a couple easy questions. After a long wait, the new guy gets on the online help on the computer and doesn't even know what to say... . Meanwhile, five other people are trying to add or change their phone plans and each of them takes over 15 minutes apiece! Ridiculous amount of wait time for a simple question! I've been a tMobile customer for many years and never disappointed with service until now. I was surprised by the slow and incomplete service at this store. Another time, the serviceperson called Customer Service and asked THEM all the questions I would have asked myself? Really??? My Advice : Save time and CALL Customer Service, directly! read more

Slow.as.hell. No update on time of service. This is intolerable. After 43 minutes wait they did NOT have the iPhone I wanted. But they're sorry. The system stinks to high Heaven. When a customer comes into the store they ask for your name and what brought you there. That's it. Once I informed them I wanted to purchase a iPhone they could have checked their inventory to determine whether if was available. But no, that's too much like great customer service experience. It would assist the customer at the time to know so that 43 minutes of their time is NOT wasted. Poor. Customer. Service. Never going there again. read more

T-Mobile - Poor service because of the lack of staffing. Not how a customer service business should expect to keep customers. - Mobile Phones Near Me - Pinole, California

So went into the store and ordered my new phone this past week. It was a Pro Max and ended up being a touch too heavy for my wrist. ( I broke it years ago so I have to be careful with everything ).. after trying it out for 2 days I knew it wasn't the right phone so I walked back into the store to exchange it and was told by a rep that he couldn't do anything because the phone wasn't in stock and he couldn't manifest a new one. He also refused to call customer care. I walked to my car, called customer care and had the phone ordered in 15 minutes. That experience was irritating to say the least and I won't be back to that store. I'd rather drive a little farther out and have someone who wants to help than come here and deal with crappy service. -- btw it was around 7pm they close at 8 and weren't busy at all. read more

Terrible customer service. Craig was rude as HELL. I came into the store with my mom looking to purchase an iPhone. He greeted us and directed me to the iPhone 12 stand. While I was looking at the iphones he asked "did you need help?" & my mom replied that I was still looking. Not even a second passed he rudely said, "well I need you guys to stand outside since your not being helped" ????? Excuse me sir. So I rushed trying to figure out which phone I wanted asking questions and receiving blunt answers. Rude, unhelpful, & unentertaining. He doesn't deserve to be in customer service with that attitude. Hit me with that energy & I'll hit you right back with it too. read more

WORST CUSTOMER SERVICE EVER!! We came in last week to pre-order the iPhone 12 and worked with Michelle. I wanted the gold and my BF wanted the silver. Michelle had already placed my order for silver but instead of canceling she suggested just to swap when we got the phones. Only thing is he will get his 1 month earlier then me which means I would have to send my iPhone back and use his temporarily. She never mentioned that to us and when I called the store today to clarify I spoke with the manager Herm who was really unapologetic about the miscommunication and pretty much said to call the 1800 number. Should of switched to Verizon. read more

Switching carrier sometimes seems complicated like a heart transplant, but shout out to Ivan who made a complicated transaction really easy!!! My husband and I decided to switched from Verizon, and my sister also wanted to be in our plan to save money. She lives out of state, and she also belonged to another carrier. Both she and I wanted new phones, but we were still under different contracts with few months remaining. Ivan listened to our situation and offered the easiest and the best way to get the best deals. He was really competent, and he really took good care of me. There used to be pockets in our neighborhood that Verizon could not cover. But now I have full bars everywhere, and unlimited data for a cheaper price! Hurray! read more

I went in with a phone that wasnt working and didnt have any service, the men that helped me were awesome and transparent! There was a wait but it was totally worth it because of the great experience that i had! They helped me with everything that I asked for! I will definitely be returning to this tmobile store from now on to give them my business. read more

Working with these guys at this Pinole location has been one of my worst experience ever. Recently signed up for T-Mobile magenta plan, 3 phones, 1 watch and a iPad. So far we have been back to this same location 6 times with issues on one of our phones. Was told they created a case with T-Mobile tech support but it's been over 8 days and no follow up call. I have to make another appointment to go down there again to deal with these guys AGAIN. The last time my wife went, she spent over 3 hours there and still the issues has still not been resolved. So many of their member assisted but was not able to fix our problem. Heard many of their sales associates in the back whispering about my issue, apparently there's a secret code that none of them knew what it was, one of them said to the other "where did you find the code? The other guy said man I googled it", really secret code on google??? Then the other person told my wife that we have terrible service here??? We're at a actual T-Mobile store and the service is terrible here??? All I want is for the products we paid for live up to its standard. We even contact Apple and apparently they cannot assist and that our carrier will be able to fix our problem. Really when??? Got a new iPhone 11 Pro Max, we was told that it may be our phone number..... really???? This number has been the same phone number we had for the past 10 years. It is clearly the device or whoever ported her phone number from our old carrier (att) screwed up the whole process. My voicemail and group text (with or without a T-Mobile user) does not work. Fully paid for these phones, signed up for all of their stupid products and services but has been treated like crap lately. Moving to Verizon because T-Mobile is just horrible. Worst customer experience ever. read more

OK here is the deal. We had to replace a lost G1 phone. We landed up buying a phone that was not as robust and user friendly as the G1, so we took it back and got another G1, Gotta RAVE about the G1. The first time we were there Trung helped us. This guy is the Guru of customer service and cell phones. Anyway in the process we did not save the address book to the SIMM card and found out after we got home. I went back the next day and Trieu another employee and another true Guru of phones and customer service helped me transfer the data off the old phone we had returned and copy it to the new SIMM card and then put it back in the new G1 and synced the data and BAMM! I was back in business. I had the best most upbeat customer service. You cannot go wrong with the service from Trung or Trieu. Best wishes to you guys and when I am ready I will see you about another G1 for our family. Thanks, read more

Pretty bad. Been a good customer for over 5 years. Came in and registered. They were busy. Some people left. Waited an hour, were told we were next. Some guy who had left and was not there when name called, came back and they helped him before us. What the hay? We were told that you can sign up then come back later and you will be taken next. Would have been nice if we had been told that. Would have been better not to tell us we were next. Manager not in, though she was in earlier as we saw her helping another customer and she told us she had already clocked out for dinner and could not help us. Why was she even on the sales floor? Clearly there was not enough associates available at 5 pm. I will be looking for another place to do business. I'm not inclined to suffer through this again. read more

Really lousy customer service. It takes forever to get served, and it's not like they are inundated with customers. One gets the impression that they're deliberately slow to make it look like they're always busy. They tried their best to discourage me from returning a defective product, and when they finally agreed to help me do the return, they gave me the wrong instructions - then lied about it when I complained. The only reason I'm giving this place two stars instead of one is because the cell phone I picked up here does seem to have very good reception around the Bay Area. read more

This place is deserving of ZERO stars. Their customer service is horrible, as well as their actual mobile cellular service. I was a long time happy Cingular customer until they were taken over by AT&T. After suffering through the merge, price hikes and non-existent customer service...I went to T-mobile. I was happy for the first year (anything was better than AT&T) but then we moved to the waterfront and my cell coverage was terrible. No signal, dropped calls and late receipt of text messages. I complained for several months to no avail. They kept promising that tech service was on it....all lies. Dont even think about signing up here! I am glad I finally "dropped" them! read more

Great customer service! I've been coming to this pinole store for many years because they are always so nice here. No matter what I come in the store for they always help they never turn me away for any reason. I came in today to get help with my memory card it wasn't saving my pictures to the chip. The lady Alex helped me today she was so sweet and even kept my phone for a few while I ran around doing errands Just to make sure it will work properly and she even helped fix a couple other issues my phone was having without me asking. Now that's great customer service right there. My husband and I have been helped by other works in this store and we both are always very satisfied when we leave here. Good job tmobile you guys are great! read more

Love my local T-mobile store. Highly recommend this place of business. Thank you for providing excellent customer service

This is not a direct reflection of the actual store, which by the way had friendly staff, but the phone service itself is terrible. I will never use t-mobile again. Constantly dropping calls. Rates fluctuate, customer service is a joke. Im switching phone services tomorrow. read more

Came in 60 mins before closing trying to get an activation 2 customer reps helping previous customers ahead of me while relentlessly continuing to up sell and allowing the customer line to grow and grow.. It appeared that the Mgr was still here but kept walking in and out of back room and when finally approached by someone who walked in after me.. He stated "bill payment only, I'm sooo out of here!" seriously?! I took the time to put my name on a wait list and continue to wait.. This sucks ass read more

This review is for customer service in Tmobile Pinole and corporate customer support. Started a new account with TMobile Pinole and was excited on my new device. A day after establishing my new account, I decided to cancel my phone order and purchase the phone separately. 1st call to CS they ask that I should call the retail store since that is where I purchase. Spoke to Jordan who is the same person that assisted me and Jordon claim that he is unable to help me since this goes to corporate, but corporate couldn't help me since they have not received all the documentation from retail store. Decided to wait 45min in line to talk to Jordan in person and he quickly say it is now done. Low and behold, nothing was cancelled and I have to ship it out of my own dime without getting me a prepay ship label when TMobile is the one that made this error. So far, service works ok but the TMobile Cust Ser add false info on the comment line that say I approve which is a no no to me. Thank you for no contract, guess I'll be moving to a different service provider. read more

Such bad customer service here with all the other competitive phone plans out there TMobile should really be thinking about providing customers with better customer service, waited almost 30 mins in line just to put my name on a waiting list, which is good for nothing as they served the ones paying their bills 1st and when i asked about that practice they smugly told me that yes they will take care of payments 1st. So greed before good if 5 other people walk in to pay their bill they will keep taking their money before they will take care of existing customers that has issues and went there for help. read more

Horrible horrible service. They do not prioritize the Walkin's. In this store you are greeted and they Che k you on and ask what you need today. I needed to do a return of an accessory. Instead of working in quick tasks like returns they have you wait in line behind people wanting phone service, which may tak up to 30 minutes for each person ahead of you. My 5 minute transaction turned into a 40 wait. As a suggestion to the manager- how about having a register or extra work pad where you get people in and out of your store quickly as your work on the guests who have longer transactions. You will have more people having a pleasant experience instead of spending needless time in your store.. read more

Wow, where do i even begin with this awful review regarding bad customer service from the store manager Dewayne W.??? This one star review is solely on him and his lies to us as customers. My husband and i were long time customers with Sprint (almost 15 years). We kept on being told from various family members and friends to switch over to T-Mobile because their plans are better and so is the customer service. After years of not budging, we FINALLY decided to take the leap of faith. When we walked into the store we were greeted by Dewayne and informed him about our situation and wanting to switch over. He was eager to help and told us not to worry because we were in good hands (yeah right.. he meant good sale!). I am the type of person to ask the same question a couple times just to be reassured and to make sure that there were no hidden fees/etc. I asked Dewayne a few times about our current Sprint contract. He reiterated that we didn't have to worry and that T-Mobile would buy out our contract and we would have nothing to worry about. All we had to do was switch out our phones and they would take care of the rest. Everything sounded so promising and the switch happened pretty quickly. We left the store as new happy customers. Fast forward a week later and i get this humongous bill from Sprint!!!!! I call T-Mobile and they tell me that they don't take care of the whole bill, only a certain amount and that i'm responsible for the rest. I tell my husband what's going on and ask him to stop by the T-Mobile store to flag down Dewayne. Low and behold, he's there but denies to my husband that he even helped us and that he never logged in that day. He also had another employee named Omar backing him up. When my husband went back to Dewayne and reminded him about the conversation they had, he then said he remembered. From my understanding, if you're a store manager... irregardless if you were in the store when a situation happened, you're supposed to fix the situation. Instead, Dewayne didn't do shit!!!! He didn't apologize or anything. So again, we had to get on the phone with T-Mobile and tell them about what happened in the store. As of right now, we have spoken to the district manager about our concerns and are going to look more into the situation with her as the week progresses. I will be forwarding her the contract that indeed shows that "Dewayne" helped us. After this whole ordeal is done, i'll look into updating my review. read more

I added my daughter to my plan. She bought iPhone 8 Under warranty and insurance. Something happened to it. They replaced newer I believe the plus. They are suppose to make sure the IMEI # synchronized or matched correctly with the new replaced iPhone. But NO. Months or more than a year later they can't unlock the phone because of their big ERROR. They gave me a run around until now it's been over a month I can't get them to unlock. Phone was paid off, great payment history what the heck!!! No one seems to want to help especially their customer service unlock specialist. You need to change your policy regarding your UNLOCK system. People like me who has great records with you especially when the phone is paid off should never have a locked phone done by t mobile. SO CONSUMERS BEWARE....T-MOBILE MAKES YOU WAIT MANY BUSINESS DAYS TO UNLOCK YOUR PHONE. The day YOU are SWITCHING to another wireless provider. !!!! Very inconvenient. I'm glad I left t mobile. I found out Verizon locks phone just for a couple months then unlock all the way so people are free to switch without hassle. read more

This was the second time I've spoken to Angela P - visits to the store that were a few months apart. Angela KNOWS her stuff! She has excellent customer service and knows that good service equals a loyal and repeat customer. The latest visit I'd asked her about upgrading to a new phone and per my conversation with her, I decided to return a few months later after the new iPhone comes out. Prior to this visit, I changed an old iPhone to another phone I had from home and asked her to help me with this. True Customer Service still exists! Thank you Angela P! Thank you T-Mobile! read more