I've been a long-time T-Mobile customer and have always appreciated their service -- but my recent experience at the T-Mobile store on Folsom Blvd. was deeply disappointing and frustrating from start to finish. I came in asking for help with a phone that had water damage. I explained in detail the situation -- how I had already taken steps to dry it out and that the phone still had water streaks on the screen. I made it very clear that my top priority was trying to save the phone and recover my messages, as I wasn't sure they had been backed up. The representative (Eleazar) tried to get the phone to turn on, because he mentioned it did power up, but was unable to see anything due to the issues with the screen. So, the focus shifted to selling me a new phone, as well as an Internet service I didn't ask for, and a plan change I clearly declined. I expressed that I wasn't interested in additional services -- just a simple, affordable phone replacement if my messages could be preserved. During the purchase, I voiced concerns about whether my messages would transfer, and I was told they "should." When they didn't, I was casually advised -- after the fact -- that I could take my damaged phone to a third-party repair shop to possibly retrieve them. Why wasn't this mentioned earlier, when I had explicitly said that saving my messages was the main concern? The store itself was chaotic and unprofessional. The staff, including the manager (Drea), were visibly more interested at one point in a customer's unusual phone than attending to those waiting. I eventually got my old phone repaired at a third-party shop, returned the new device, and restored service to my original phone. However, even that process wasn't handled properly -- I left the store with settings that weren't working, and had to spend another 45 minutes on the phone with T-Mobile support to fix what the in-store technician couldn't. This entire experience took up nearly five hours of my day. To make matters worse, the next day I was notified of a new line being added and a pending service transfer -- both of which I NEVER authorized. I had to call T-Mobile again to get everything straightened out. Let me be clear: T-Mobile as a company has been great, and customer service by phone ultimately resolved the issues. Yet, this store on Folsom Blvd. is a liability to the brand. All three employees I encountered need extensive retraining on professionalism, customer listening, and ethical sales practices. I will never return to this location, and I strongly recommend others proceed with caution read more

The parking was horrible! I really don't want to say anything bad but I spent more time trying to park in this crowded lot than in the store. I wanted to get the home WiFi but the two workers were just too busy so I went to Verizon. Sorry but the aggravation of finding a parking stall was not worth looking into the WiFi. I did end up parking in front of the dumpsters even with a no parking sign. I really wanted this because I liked the commercial with John Travolta and the Scrubs guys!!! read more

Always great customer service here. Today we had an exceptional experience with Michael. Came here to get my iPhone traded and walked out with a good deal for a new iPhone and free Apple Watch on top of that. He was funny, friendly, knowledgeable, and super helpful - what great customer service is all about. We were in and out in less than an hour, and it breezed by. Thank you, Michael! We appreciate your help and service. read more

Drea and Diana are always kind and very helpful and patient. Best experience compared to other stores. Thank you!

Customer service sucks. Worker talking with customer dropping f-bombs about miscellaneous stuff. Very unprofessional.

Do not try their "free" internet promotional trial period. It takes no effort to start the trial. However, just to return the modem (in store) took over an hour! The representative advised I would NOT be at risk of getting charged for the internet service, as I returned the modem prior to the end of the trial period. However, failed to advise me that I would be charged if I do not CALL to cancel the line (which they apparently could not do for me in store anyways)! T Mobile Customer Service advised there's nothing they can do about the charge and recommended I go to the store for further assistance. The representative at the store advised they could do nothing as they are a 3rd party and recommended I call T Mobile customer service. I can't help feeling scammed... read more

The un cool samurai looking guy with the man bun is very rude. I don't know if he was trying to be cool in front of the new guy? Maybe. Keep in mind, he probably is super nice and gives 5 star service if you're buying something. I'm sure he's the sweetest man ever and gives great service for a sale. But if you're there to ask a simple question or any customer service. He most likely acts rude. People like that are two faced. I worked with people like this in retail. Only nice while making money. I'm sure if he knew I was buying airpods, he would've given me his fake smile and authenticity. The people that gave this gentleman 5 stars were most likely buying something from him and I'm sure he did a good job. But try going there for anything else. And he'll show his true colors. (Hear me out) There was no one in the store and both guys were staring at their monitors. Without looking at me. The 2000's style haircut man said "we are out of Tmobile Tuesday blanket!" (Not exaggerating). He assumed I was there to get a freebie. (T-Mobile Tuesday gift?) Didn't even look at me, just said it super loud while staring at his computer. (Just found out he's a manager) hope you don't act like this in front of new staff. Way to set an example for basic communication skills. I went in there to purchase some AirPods and maybe a car charger. But seeing how he was acting, I decided to walk out. I worked retail before and not once in five years did I ever talk to anyone like that. Even while having a bad day... keep in mind. I walked in to this specific T-Mobile store around 11:00am. Maybe he was upset at his life or his pet hamster passed away. Or maybe his favorite anime just ended. Not too sure. But for the people who got service there, good for them. I can't imagine this Bonnie guy being any better, or having enough common sense to act normal towards anyone in and out of his professional career. read more

This will be short and simple. I will never come back to this location again and DO NOT take anything they offer that is so call "FREE". Use the live Chat or talk to an live agent on T-mobile app. They will provide a way better customer experience plus they don't try to screw you over. read more

Came here for the light up Halloween bucket. We were greeted right away as we open the door. The staff are friendly and super awesome! Young lady is sweet! We feel welcomed walking in this location. Young gentleman spoke in a professional manner and handed us 3 light Halloween bucket (one for each phone account) The store is very neat and have a pleasant smell as if their store is a laundromat. You know the downy fabric softener kinda smell? I would recommend this location for new and old customers. read more

I went in on 3/21 around 430pm to get a new phone plan at tmobile and i had a bomb ass experience! the rep that helped me was arisma (idk how to spell it) and she was so patient, gave thorough explanation of the plans and services, and even worked with me to make sure I could get a plan that i could afford while maximizing my services. she was hella cool! beyond my transaction, the whole experience at tmobile was smooth, fun, and im glad i live so close because all of the staff members from that night were hella nice and engaging. while i was waiting for everything to get set up the other staff members were helping other people and i was impressed at how patient they were. cuz that old man next to me had so many questions, and all the employees went out of their way to help him. then he started dancing lmao. but yea, this place is coo if ur gonna get a new phone. read more

------- December 2022 -------- Although I spoke with several T-Mobile reps, including the "one" at the store, just before coming in and they all said, "we have everything AT&T has and less expensive", I ended up with the same phone, same exact service, only more than double the price. I wasn't aware that I had agreed to anything because they failed to transfer my number. I came in the next day and this time they were successful in transferring my number and since my original helper wasn't there, I was told to come back later. A couple of days later, I found out online that I had been "signed" up and lied to. I, almost, immediately canceled my account, but of course they were holding my number hostage, but I got out and lost a lot of money. -------- February 2023 -------- Want to hear lies and be robbed? Go with T-Mobile, YEAH! Although I canceled my account immediately, I had to pay for the month, with zero service, at a high price. AND THEN, later, they charged me a medium price for the next month. Things are looking up; price-wise. Too bad I hadn't been their customer since I discovered they were going to rob me, I mean, rob me. When I complained, they sent me a "bill" for the second month I wasn't their customer, but for a negative amount. I had to call again and they said it takes a month (that was March 3rd) to send me a check. (They could just put the money back onto the card they stole it from.) -------- May 2023 --------- Wow, thought I was done with T-Mob, but... I fell asleep on this problem, but they called me trying to sell me Internet service and woke me up, laughing. I've check my accounts, and I could be wrong, but I don't think I got a check nor credit to my card. SO I CALLED AGAIN. I WAITED ON THE PHONE AGAIN. The girl said, "What's your PIN to your account?" "I don't have an account." "Oh, I see now, we canceled your account." "Yeah, whatever, well, I believe you still owe me the money for the second month I didn't use your service. Can you check on it?" "Do you know the PIN to your account?" "Okay, I always use **** as my PIN." "Sir, it should be a 6 digit number." "Oh, that figures. Wells Fargo, Bank of America, CCI, Xfinity, Sacramento Police Department, AT&T, USAA, my front door, the Pentagon, my bookie, my luggage and God all use a 4 digit code or less, but not you. So, no, surprisingly, I don't "know my PIN", I'm sorry. I guess you'll just have to do what you were supposed to do without it." "Sir, I cannot access your account without the PIN verification. I cannot issue you a refund." "I don't want you to issue me a refund. I want you to check whether the money, that was wrongly taken from me, was sent back to me or why it is being delayed. I have the negative "bill" right here in my hand. Will that help?" "Sir, do you know your PIN number?" "Oh, my God!" "Sir, please visit one of our convenient stores, with your identification, so we can verify this and issue you a refund." "Sniffle, sniffle." read more

This store has the absolute best customer service. I dealt with two reps; Max and Laiba. Both were extremely patient and friendly helping me set up my new phone, i-pad and internet service. They made it so pain free. With their help and advice, I was able to get newer and faster devices and reduce my internet and TV services by over $ 100 a month. Thank you so much! read more

Do not get home internet. They "troubleshoot" long enough to be able to charge you for returning the equipment. Once you have a termination date (end of billing cycle), they will slow your internet. Crap customer service with crap service provided. read more

I bought a Motorola cell phone at this location, about 5 years ago. I always pay for minutes every month, and I am not the most cell phone literate guy in the world. This location changes employees frequently, but a current employee at this location, Alexis is always very helpful to everyone that comes in the store. She has the patience to explain all the issues with cell phones to all the customers regardless of their knowledge of cell phone usage. I think this young employee would make a great manager at this small location in East Sacramento. I hope one of the "suits" with this company reads this review and makes Alexis a manager at the location. AND NO SHE IS NOT RELATED TO ME. Larry Carli read more

There was only one employee wearing a mask the proper way. The other two employees were wearing them under their noses which is completely ineffective. These stars are based on the service I got from Nancy. My partner went in knowing which phones we wanted. We're on different plans so we were helped by two different people. Nancy was very thorough and had my phone completely set-up before I left the store. She even informed me of the current promotions and offers they had. She was knowledgeable and patient with the long process of updating and transferring my phone info. She was also the only employee wearing a mask the proper way. My partner however did not get the same level of service. Her phone was not completely set-up before we left and it took her forever to try to get it done at home. read more

I've come here twice in the past year, and I'm never disappointed! The team goes above and beyond every single time! They're always about getting the customer the best deal! read more

Took forever and then couldn't even do the task I came in for which was literally just to drop off an old device for trade in.

I have never been treated as rudely as I was today when I went to this store. As soon as I walked into this place and said, hi how are you I could see the look in this person's eyes that she was deeply annoyed and this was going to be a difficult transaction. The short, chubby blondish/ reddish hair girl with all of the piercings should not be in customer service in any way shape or form. Not only was she extremely rude but also very incompetent. I will never use this location again and warn everyone to steer clear of this store. read more

If I could talk to my former self (former as of two weeks ago) I would advise her not to switch from Android phone to iphone. "Oh honey, don't do it!! That iphone is nowhere near as user-friendly as your old Android. The learning curve is gonna be long and ego-bruising." However, if you are intent on making this kind of alteration in your life, I believe you can't do better than T-mobile and specifically T-mobile services at this particular store. I met with total helpfulness, patience, and encouragement throughout the process of iphone installation and my return visit with oh-so-many frustrations, fears and complaints. Joe assisted me each time, and when I say "assisted," I mean: listened calmly, resolved each snag, and offered gentle courteous instruction until I finally started to catch on. Deeply appreciated. read more

That star is simply for answering the call. This is the worst Telephone Company ever I urged you to not to use T-Mobile. They screw up my prepaid bill every month that I pay in advance. Try to keep me on postpaid to eliminate me from special deals. I pay it before it's due and then they double it back and say I owe more money and it's irritating it's always a mistake. Reps are trained to try to sell instead of fixing the problem. They want you to pay & go away. Their store reps are the worst, no knwledge on programming or correcting billing errors. If you want to spend hours attempting to correct their common mistakes use T Mobile. If you want peaceful mind & an honest company that will give good customer service go somewhere else. There are many other phone company's that do not double talk. read more

This review is for the salesman Juan. Customer service is still a value to most customers if not all. Please stop checking your phone (hidden in the drawer) and pay attention to your client. You were quite distracted looking at your phone and other things that I wasted over an hour and then you said the phone that I want wasn't available. You could have told me that the first time instead of wasting everybody's time including the ones waiting at your shop. And honestly, all TMobile local store customer service needs to be re-evaluated. read more

I appreciate the customer service here... everyone who helped me was professional and patient and I felt supported.

Bobby the manager is the best! Handled me coming in as a first time customer! They didn't have the phone I wanted but I needed a new plan he made it happen! A week later found the phone, it was at the store on Howe ave and a rep from the T-Mobile website told me to go in and get it didn't matter where I bought it, well they have a office policy I guess at Howe and wouldn't help me I don't know why, so I went back to Bobby and asked what's up? He said let me handle it come back in a hour! He had my phone he made it a easy swap process I paid the difference and walked out happy AGAIN! If you are in Sacramento go here it's worth the wait for the customer service! Howe avenue almost made me hate T-Mobile Bobby restored my faith thank you!! read more

Stopped in to the Folsom Blvd location in Sacramento and had Nick assist me in getting my iPhone working. He was friendly and listened to the issues I was having with my phone and resolved the problem! Definitely recommend this location and T-Mobile Nick is definitely an asset to your company! read more

Alexa was AMAZING! Her customer service exceeded any of my expectations. I came in to upgrade my phone yesterday evening but the system was having issues. I had to come in a couple times but she made it happen. She was polite and answered all my questions. I will be going back to that location because of her. read more

Literally worst service I've ever had. I called literally 15 minutes before coming in to see if they had a iPhone 14 pro and they said yes and that we could have them. Once we got there the lady checked and said we were getting the last two purple ones. Then as she was about to check us out she has a question on how to do something and the guy said actually he couldn't sell them since they were going to give them to another store after we were literally about the buy them. So F'ed up! This kind of service makes me want to leave. No sorry or nothing either worst service! Also will be reporting this to T-Mobile! read more

We received erroneous bills for our newly opened t-mobile family plan. Hundo - the manager took a lot of efforts and patiently spent time to resolve the issue and got everything fixed for our lines. Great service at this store!!! read more

I came to T-Mobile to assist my uncle with switching him mobile phone from Android to Apple. I was privileged to have the manager Cara assist us. She was extremely knowledgeable, patient and kind to my uncle. We accomplished everything that needed to be done in one visit. I highly recommend Cara. Her knowledge and customer service was first rate. I would rate her ten stars if I could. I rarely use brick and mortars anymore but this is one place and service I highly recommend. Thank you Cara! read more

Had a great experience here. I was with AT&T for the past 15 years and came in to inquire about the plans. Was able to work with Tommy and Steve who made the process very simple and easy. Steve reassured us that we wouldn't get jipped and that the transfer from AT&T would be smooth. Indeed he was right. I'd recommend anyone to come to this location for their T-Mobile service needs read more

Received my first bill with an added service that I did not request. After several attempts to rectify this by phone (couldn't understand persons with accents) I thought I had finally gotten her to understand and she said that it would be taken care of. Second bill arrived with credit for the unwanted service BUT still charged for it again. Guess I will just have to resort to a flip phone ... This was my first experience with a cell phone. read more

Smaller than most TMobile stores and they looked understaffed when I went in around 11 am. All I wanted was a charger for the Samsung 8+, but the clerk said they were completely out. Seems odd to me that they would be out of stock on an item like that, but maybe it's just me. I'll stick to the West Sac store. read more

It doesn't take 3 hours for a phone upgrade and even at that they messed up putting my friend's number into his iPhone 8 which resulted in another hour. This is pretty ridiculous to get everything situated. I wouldn't even recommend going to this T-Mobile. Straight trash. read more

Super nice people who want to get you the best deal! But the first time I went in they apparently rung my phone up wrong so I had to go back in to get it done properly. Went back in the second time and left to find out they didn't activate my SIM card, I had to call customer service to activate it. read more

Give Ashley a raise! She was such a great help & a sweetheart. Went out of her way just to help my dad & I.

Needed a new phone and switch from Metro. The team made it easy and hooked it up! Vee was the one helping me and I wish I got her name but she went and got me a screen protector for my new galaxy note ultra 20 at another store! Vee went above and beyond even called her manager to hook me up with a better deal. She was honest and they had a deal for a free phone she looked up the specs to compare with what I wanted. I ended up not going with it but still her willingness to show me all options I totally respect. My experience here was great and we all had a good laugh. I like giving my money to companies that hire great people. Thank you again and I should have posted this a couple weeks ago. Phone is great and I will definitely tell my people about you guys! read more

Best staff I've ever dealt with super friendly and knowledgeable. Helped me out with everything I asked

Last night I called about 5 min before they closed and asked if it was okay to come in to setup a new line, they said come on in! Brittany was extremely kind and helpful. Although I didn't leave there with a new line, I intend on coming back. They were much more welcoming than the AT&T store that I went to right before. Thank you! read more

This store provided the most horrible service! These reps, particularly the Asian girl who was totally uninterested in helping us, really need to undergo training on how to provide customer service. She was rolling her eyes and kept staring at another customer, a handsome young man who walked in. She wasn't focused on helping us. Her eyes were fixated on this other customer most of the time. We usually go to the Douglas Blvd store in Roseville CA, but since we live in East Sac, we thought to go to this store. This is the 2nd time we came here and both times received awful service! Whoever is managing this store needs to guide these young reps (who appear to be unfocused and demotivated) in providing good reliable service otherwise I do not recommend that anyone seeking service NOT come here at all. This girl pretended to process the change we requested and come to find out when I called 611, the change was not processed thoroughly. Moreover, the music playing at this store was so loud we could barely hear each other. I have been a loyal customer of T-Mobile for 4 years. While I get reliable service from the Douglas Blvd store, I do not recommend anyone get service at this Folsom Blvd Sacramento store! read more