I went in to migrate my current Sprint line to T-Mobile and my boyfriend went in with his parents to upgrade their phones. A gentleman named Nathan helped us. He was patient and answered all of our questions. He never pushed us in order to get any sales and it was a pressure-free environment. Having been with Verizon, AT&T, Sprint and even T-Mobile (years ago), I finally experienced, today, what would be considered the most ideal interaction with a service rep in a store setting. Nathan was honest with us and even helped my boyfriend's dad with his phone memory, going the extra mile by writing the process down for him to keep on hand. In the end, only I successfully accomplished what I went into the store to do. The process was seamless and everything went smoothly with my transition - not even close to being as painful as all my past experiences have been. My boyfriend and his parents decided to hold off on the upgrades and Nathan never tried to convince them otherwise, only providing helpful feedback and opinions when he was asked. We all walked out of the store almost in shock, wondering if all experiences could be like the one we just had. We certainly hope so. If this is the future of T-Mobile, then I'm super happy to be back with them as my service provider. read more

Absolutely terrible. They have 0 knowledge and are so rude. The worst customer service I've ever experienced. The manager didn't even have the decency to help resolve the issue. read more

So I call to inquire about theirs services. The woman who answered 7/6/2019. Clearly did not want business. She said you basically can not bring a paid off Sorint phone or you can not lease a phone from them. She said they only have high end phones in which she said you must pay for straight out or put a "large" deposit down. The way she said it I didn't even bother to ask what the "Large" deposit was. It was like she didn't want business at all. Strange I'm used to phone companies wanting to get new customers. I'll stick with Sprint and shop around for more professional phone company. read more

If you go to this location ask for Julie she's very knowledgeable and takes time to really make sure you are taken care of. Excellent experience will definitely return read more

Reached the awkward point in my life where I had to cancel the monthly plan I had with my ex. We talked to an associate named Omar, who walked us through the process. He was not overly sales-y, and gave everything to us straight, patiently answering my questions. Nothing worse than feeling like you might be getting the runaround in these types of transactions, especially since they can get complicated quickly with many moving parts. Omar was a bro. When my ex tried to convince me to stay on the plan we came in to cancel (come on, it's cheaper, it's easier, we can cancel later, etc.), Omar recommended that it these things go much more smoothly if the account gets a clean separation now, speaking as if he were giving retail advice, but really sparing me the frustration of another argument with the ex and recommending what is ultimately better in the long run. I really appreciated that. I'm staying with T-Mobile, as is the ex. Thanks to Omar for helping us navigate through what could have been a much more painful process. read more

Omg don't bother!!!! Pay more and get treated a lot better anywhere but here. Omar could not be anymore ruder to my wife and I while shopping in the store. We just had a few questions and all he did was roll his eyes,pot, and slam his fingers hard on the calculator. I so can't wait to go back to one of thier competitors!!!!! read more

I am writing to let you know what a great help Michelle and Paulina at T-Mobile in Poway have been. Ron & I got new iPhones on 29 December. Both ladies are very friendly, pleasant, knowledgeable and easy to work with. We are really impressed with their knowledge of the T-Mobile systems, the available plans and phones, and how to set up everything. Michelle was especially helpful in getting the plan we wanted, the phones we wanted, and getting us started. It would have taken us a long time to figure out what she was able to do in just a few minutes. What is even more impressive is how patient Michelle is with someone like me who has very little experience with Smart Phones. This is in contrast to the extremely poor service that we got at the T-Mobile in Carmel Mountain Ranch, where we were ignored, then when someone finally decided to help us, had no idea of what was necessary. We would definitely come back to visit the Poway T-Mobile store, and will always look for Michelle and Paulina. Mara Caler read more

My glass screen protector on my iPhone cracked. Robert removed it, applied a new one (there is NO way I could have done this correctly myself), and gave me advice on a better case to protect my phone which I bought. The service was excellent! So happy I dropped in here. read more

Worst place ,they are more into dancing and singing to the radio then doing there job. I will drive way out if my way rather then dealing with these people. This store needs to be shut down. read more

Bunch of idiots and B.S at this place. They don't know what they're doing and when they make mistakes, they blame it to the customers and try to run away from it. Back in Feb when T-Mobile had a promotion for some free pre-paid phones when loading $100, I came to this store and asked for it, trying to reload $100 to my pay-as-you-go line. Although the promotion had been out for over a week, a group of 4-5 associates running around trying to figure out... what to do. At the end, one of them, without telling me, signed me up for.. a brand new $100 plan!!! Then told me "in order to get the phone, you'll have to sign up for a plan at least $100". When I said that's not what I want and not what the promotion says, and want it fixed, she simply said "it's already done, we can't fix it".. As I disagreed and argued with them, they finally called and talked to the manager. He agreed to fix it by letting me use whatever on the plan for the first month and come back to convert the line to pay-as-you-go and get $100 back, but in 2 visits every month, each time $50. After the first month, I came back and got $50, checked my phone and verified it was $50. Then, another month passed, I came back again, met another guy. He said "The guy who helped you already moved to another store, you have to contact him to get help".. That's B.S. When I disagreed, he came to the back and talked to the manager and came back "We already credited you $100 before, it shows on our record, so now we can't credit you more"!!!! That's totally B.S. again as they only credited me $50. The manager came out and told me the same thing. After a while, he realized that I'm right and agreed to credit me another $50, but keep telling in front of my daughter "I'm telling you she's using up your money". At the end, he rudely tore of the original invoice (which has my #, pin, etc...) in front of both of us. I just can't believe T-Mobile has such a store with these guys who don't know what to do and keep making mistakes and blame it on customers. read more

Omar, Donnie and Juliette are amazing! Super patient and extremely knowledgeable! They even stayed a hour often closing to assist my wife with a phone purchase and set up! Thank you very much! read more

Horrible service, 0 stars if I could. Called from another tmobile store to verify they had the phone in stock. Repeatedly confirmed with Julie that the phone was there (at least 3 or 4 times). Confirmed model, color and storage size. Drove there only to be told they didn't have it. When I asked to get it shipped they were unwilling to help, didn't care THEY gave me the wrong information, and wouldn't waive the $6.99 shipping fee even though IT WAS THEIR FAULT. Absolutely horrible customer service. I called the original store back and they're willing to not only help me, but credit me back the small fee as a courtesy, unlike the rude and argumentative employees at Poway. read more

This last time I will use customer services because you are not doing well some thing goes wrong with your billing system I called hundred times asking why t Mobil stopped sending my fucking bill monthly as usual this is the third month and I will not paying my bill if I didn't receive my bill the addresses the same I don't want to wast hours and hours like every time I am upset with your service and I will put this issue on social media let people know who is t mobile and what is going on read more

I like this store better than the one close to my house. Yuki is always there to help me out if I have any issues and need some account changes made. I remember when I first came in they didn't try to talk me into changing my plan like other stores did, because I know my unlimited plan couldn't be beat with any of their new options for my main line. Also I was there to get my current phone which is a Samsung Galaxy S7 Edge. At the same time they were helping out a customer for the past 4 hours working with support to have that customers issues resolved. The staff really impressed me that day and that's why I always come back to this store. They helped me with warranty exchanges and when I did ask about the new plans they would double check to make sure the numbers were right if I would be saving money or not on my bill. read more

This was the best experience, Michelle was awesome and took time to make sure I had all of my question asked with the New Samsung Not 10+

I usually go to this location and had to make an additional visit since I managed to get the one lemon samsung phone in the world (just my luck) and was helped out by Jerome and Alex. Both of them were extremely helpful, when I came back in the next day, Jerome had already ran to a separate location for me to grab another samsung phone and worked with me through the whole process, especially when making sure this one worked. He was very nice, helpful, knowledgeable and made the experience overall very excellent. I definitely see why he's the manager of this location. Thank you Jerome! read more

Awesome experience! I switched from Verizon and have never been treated so well. The staff went out of their way to make sure I got all the promotions and everything I wanted. They even included things I didn't ask for. T-Mobile is awesome but this store and it's management is outstanding. read more

Awsome service from Michelle! Was able to help us getting 2 lines added to our plan. Explained everything how much we were going to pay and activated our netflix account. read more

I went in today to put on my screen protector and they were very helpful and Michelle who did a fantastic job and was very friendly. I recommend coming here. read more

We've come to this store and 3 out of 4 times employees even manager was beyond rude. My husband disabled in a wheelchair not even offered a chair for him had to pull out wheel chair we have been waiting over an hour to get talked to.Not only they are talking to costumers like if they were family chatting and laughing it out in the store like if they where in a bonfire just having fun I'm so upset disappointed and frustrated that I'm about to step out without a product but because I need a phone I can't leave. If I had the opportunity to give less than a star I would. Worst Service ever!!! Don't come here!! Go to Carmel store instead!!! read more

I needed to pair my new wearable with my phone so they shared the same number. The online help was not clear and the support desk didn't understand what I was trying to do. The staff at the store got on the phone with the help desk and explained what we wanted to do and it took a while for the support group to understand, but Omar and Jason knew exactly what I wanted and kept explaining it to support. When they support group finally understood and changed my wearable to the right plan. Omar made sure it was set up correctly by having me call and text him. Great service! read more

I honestly haven't received customer service like this in a long time! Omar, Yuki, and Michelle are great customer service representatives for T-Mobile. If you want exceptional, above and beyond customer service from T-Mobile, then you have to go to the Poway Rd. facility. It's right next to the Petco on Poway and Community Rd. They do anything and everything they can do to make your customer experience the best you've ever had. I switched from AT&T because of the lack of customer service. Omar was transparent with the costs associated with my purchase, so I wouldn't have any surprises like I had with AT&T. This team should train within the company to demonstrate what exceptional customer service actually looks like. I've never been into any other T-Mobile stores, but I had to write about how impressed I was with this team! If you decide to switch cellular carriers, ask for Omar, Yuki, and/or Michelle. They are so helpful. read more

Been with T Mobile for over five years. This store has been the most helpful and best run I've seen.

Hi, my name is Alex and I received exceptional customer service from Michelle at the T-mobile in Poway. Michelle was respectful, kind, friendly, and a good listener. She helped me buy a new cell phone that meets all my needs, has a few extra features, and in my budget. She has a lot of knowledge about the phones and plans offered by T-mobile; I really appreciate that and I am really happy with my LG Q7+... Thanks Michelle! read more

the worst fucking costumer service! calling corporate as soon as i write this! never! get a phone plan with t-mobile. they don't care about customers. i live in ramona, always get no service. having problems right now and have to get boosters, which the ranona store is giving away for no fee. i'm not paying $25 for bad service! switching plans read more

We went there to get a new phone. They tried to make us pay an $80 fee or something just to get a new phone. There were no promotions. We ended up buying the same phone on Amazon for like $15 cheaper with NO FEE. The associate was nice and all but not very helpful. I also did not like the music playing in the store as it was saying inappropriate things. read more

Very slow service, they spend more time talking to Costco employees than help customers. Employee complaints about pay system more than helping with buying phone read more

Earnest helped me get my phone working again by updating it and doing a lot more in such a professional, kind and polite way. He also spend an hour making sure I have all info I need. He told me about T-Mobile Tuesdays, which I should have known from my account. Everybody there is friendly from the moment you step in. I recommend this place. Thank you, Earnest. read more

T mobile Poway is the Best location for all your T mobile services. I work in miramar and there are several stores around here. I would rather travel a lil further to get all the answers I need. They really know their stuff. You will deal with professionals. Excellent customer service. I know this, I work for a high end Luxury vehicle co. We have nothing less than excellent service. The two guys I dealt with went all out to get the phones I needed. Nobody had them. I called around everywhere. These guys just did the work. Unlike some other locations in the area. They had me laughing the whole time. Elaborately explained with no doubt all my plans and features. Very thorough. They even gave me a signal booster for home at no charge. Much needed. I spoke to Jaime and Jason. Talk about going the extra mile. Best customer service you will find. I highly recomend!!! Thank you Jaime and Jason for all your help. read more

Terrible customer service!! Employees don't greet you and instead, stare at you, and make snide comments while fixing your phone. I plan on filing a formal complaint as well. Don't waste your time at this location. read more

If you go here, ask for Jason. He is great and gets right to the issue. It took one employee 20 minutes and still no answer Jason came by and in 15 seconds told us out problem. He has helped us 3 times before. Good guy. Great service. Jason all the way. He likes WWE too. !winning read more

Great customer service. Everyone that works there is so nice and helpful. Anytime I've ever had any problems they have been there to help. Love this location and the nice group of people there. read more

NOT HAPPY, CHARGED ME $50 ACTIVATION FEE for 2-line new account. If you go there to open a new account ask upfront if there is an activation fee of $25. They did not mention about the activation fee until the VERY end, after I signed up for 2 lines and gave all info and when I was about leave they said "we forgot to charge you for SIM cards & activation, $25 per line!". Tmobile site provides SIM cards WITH activation code for FREE for regular monthly paying customers. Tmobile site claims "Activation fees are a thing of the past. Any new Simple Choice™ Plan or T-Mobile ONE™ activation will be free of an activation fee". I got ripped off, if an activation fee is really required they must disclose it UPFRONT. Michelle, who helped me was nice and efficient, I will not blame her for the store's policy. Other than this activation fee the rest of the experience was fine. read more

Shame on T-Mobile! When I visited the US 8 months ago I bought a $50 pay as you go sim card so i could use my Canadian phone in the US without paying $2/minute for roaming etc. This time the two gals at T-Mobile had a lot of trouble figuring out what I wanted but eventually got me hooked up. Great. The bill was for $76. There was a new $20 activation fee. Sneaky, cheap and unethical but that's the way businesses are these days. Its like all you have to do in business is trick people out of money and you get respect, you might even get to be president that way!. Well, I'm 55 and I don't think that way. But that's just the beginning of my troubles at this store. I buy it anyway, they install it for me and charge my credit card. It doesn't work. I thought my phone was unlocked but apparently it wasn't. Liz, the clerk tried another sim card. Meanwhile Lorrie the manager is in the background chirping about no refunds. I'm cool because we're not there yet. One thing at a time. I'm not spoiling my first day in sunny SoCal fighting over $76. Well sure enough no luck it doesn't work with a second sim card and I signed the contract when I signed the screen for my credit card. That was sneaky too. You swipe your credit card to pay and they ask you to sign on the screen as if you're signing a credit card slip. That signature then gets transposed onto the contract that says no refunds. I'm calm and cool. Surely these sweet young ladies can deal with this. Call head office, customer support, Cmon. You can't just take my $76 and send me on my way. Who in their right mind thinks that's OK? You were supposed to check that it worked before charging me. My buddy who drove me at this point is getting ready to lose his cool and I managed him. "Take it easy buddy. I've got this." I'm thinking Yelp at this stage. I joined yelp just for this. I ask for the name of the manager. Its Lorrie. Last name? Can't give out last names. What about you Liz, What's your last name? Can't tell you! I then raise my camera and try to take a picture of the people and the situation and Liz dives behind the cash register so I can't identify her. Then she tells me that I'm not allowed to take photos. I tell her to sue me. I'm sure the judge would go easy on me! I'm cool. I leave laughing just before someone calls the cops because I know this review will do so much more damage to T-Mobile than that $76 they cheated me out of. I feel better already writing this. By the way I went to the Cricket store after this and the guy there unlocked my phone and got me on my way free of charge. I just wrote him a good yelp review. What a difference. Lastly I have 2 friends with two identical cell phone plans. One phone is T-Mobile and one is Cricket and the cricket plan is $65/month real total on the bill charge and the T-Mobile one is 94/month all in. Call me to resolve this TMobile although I don't know if a refund would be as satisfying as this. You have my number. I'll be back on Nov 6 for a vacation in Palm Desert and I'll use the sim card again because it will not have expired. I feel dirty patronizing this company. They are cheap to steal the business then they nickel and dime you and make you deal with underpaid untrained clerks that don't have the authority to do their jobs and the company itself has no mechanism to treat customers that are cheated. None that I can find other than Yelp. read more

One good experience, two bad ones. Depends on who you get I guess, but try to talk to the chick with the crazy nails--she's nice and she knows her stuff. read more