We went to T Mobile Carmel Mountain to change our mobile phone service. Ana helped us and was so competent and professional. There were a few little problems along the way, but she found a solution and got it done. We are very appreciative of her ability and sweet personality. It was a pleasure working with her. read more

This happened on October 18th 2025. Around 10am. Absolute garbage customer service. I need to have our 3rd line moved to a different phone. I walked in there were 3 people ahead of me, they took my information and I waited patiently in line for my turn. Side note: My wife and I came last week and Josh was the sales person in charge and refused to help us. He just referred us to the App. Anyway here I am, these morons not only skipped me, they're helping people who came in after me. Then the chick who took my information had the audacity to call me from the back of the store and told me to call 611 for help. This tdidn't have the decency to tell me to my face. So I called and after being on hold for 15 minutes the call dropped. So I just continued to wait. I'm right here and being completely ignored. This is hands down one of my worst customer service experiences. The only saving grace was this younger dude whose name I'm forgetting - he was apologetic and took the time to set me up. read more

This company does not treat customers kindly. A couple of years ago , I switched to t mobile. They promised me free Netflix. When I tried to get it, I was told it wasn't in my plan. Now I've added internet. Again, I was promised free Netflix and Paramount +. Again I could not get it. I just received a voice mail telling my request was denied. Now, I am leaving t mobile and undone another provider. My suggestion is never get t mobile. Thy are an awful company and do not keep their promises. read more

We came to this T-Mobile store on a Saturday afternoon to set up our new Samsung phones, finish switching to T-Mobile, and move apps and data to the new phones. We were greeted by a Mobile Expert who handled switching our phones to T-Mobile and started the transfer from old phones to new, which we completed at home. He also answered our mobile service questions and their 5G Internet Gateway. He was in a bit of hurry when we finished, and we didn't get his card. This store is in Carmel Mountain Plaza, just north of Total Wines & More. It's bright and inviting. Parking was easy. read more

Made an appt and waited 30 min. Whenever they finished with a customer, that rep went on break. They had four people working, only two were on the floor. Please hire more people!!!!!! read more

Will never return to T mobile. Family and were going through the process of transferring to at&t, and had questions about closing the account. Instead of helping, a young employee began telling me that the at&t next door "scams their customers all the time, and that they have trapped me in two phone lines." Taking advantage of my lack of knowledge in the subject and instead of helping, such as suggesting closing the account and paying the final bill, transfer pin, etc. As we were leaving they were laughing behind our backs. I didn't mind since its a reflection of Tmobile itself. A scam, fraudulent, and genuinely unpleasant experience. If you want to meet the scummiest people ever, go to tmobile. read more

Big shout out to Patrick who helped me navigating the promotion and plan for Apple Watches today. I was helped right away without any wait and Pat took time to listen to what I wanted. He's not pushy but respectful. Will definitely recommend him! read more

After just having a horrible experience in a local AT&T store... (Carmel, Mountain Rd, San, Diego) I'm reminded why I switched to T-Mobile. My phone stopped working on a recent trip to Europe and after resolving the problem with Apple, I still need it some adjustments from T-Mobile... I visited 2 stores, one in Eindhoven, Netherlands, and one in Carlsbad, (San Diego area) CA. Both were stellar experiences...The Carlsbad manager was more than helpful, replacing the Sim card and walking me through the process, waiting to ensure that I had appropriate service. Hey couldn't have been better and I'm very grateful. read more

I have delayed posting this review in the hope that the team and management would resolve our ongoing issue. For months, we have faced problems with bait-and-switch promotional deals, phone credits, and incorrect billing. Following the team's guidance, we provided all the necessary documents, involved management (Romeo), and have been patient and understanding since the fall of 2023 for a resolution. Instead, we are continuously given the runaround when we call, and in-store visits result in claims that they are still awaiting manager approval. Now, after not hearing back for over a month, their advice is to take time out of my workday to visit the store while both the team member and manager are present. It is unreasonable for me to disrupt my work schedule to address their mistakes when they have had months to resolve this issue. As a long-time customer, I will be reaching out to headquarters as well. I'm leaving this review as a cautionary tale and advise others to visit another branch. read more

The service this store provides is a joke. Romeo is incredibly rude & unprofessional. Don't bother calling. Your info will get "misplaced" and they won't bother trying to handle the mistakes they caused. You're better off calling customer care. Makes sense why this location is getting closed down. read more

Waited over an hour just to be seen. I get it, they were short staffed I guess? With three employees? The real issue is staff sat and small talked endlessly with the customers they were helping. All while 5 other customers were waiting and getting visibly annoyed with what was happening. By the time I was helped, 3 customers gave up and walked out. Can't blame them. Word of advice, when you have customers waiting, move with a bit more expediency and stop chatting. read more

5 star for Keisha at this store for her knowledge & patience trying to get our cellphone adapted to another plan. 2 star to their call center who she has been on the phone with about an hour due to being transferred to different depts transferred or disconnected. Horrible yet I can't discount Keishas patience & expertise. If she wasn't working so hard for us we would have been long gone & this review would be a minus 5. Still on hold & not in the solution yet.. 3:30pm.... Just got sent home & will be called to tell us this finally got transferred... ugh! Thanks Keisha... let's hope this time it works!!!! read more

Don't even bother to try switching to this company. It's been three and a half weeks and cell service is nonexistent for me. Calls don't go through and/or drop when I'm talking. Videos never get sent And/or come through thumbnail size and grainy. It's been one thing after another with this company, and the techs cannot resolve the situation. The salesman at the Carmel Mountain location raves about T Mobile service, but it had been nothing short of nonexistent service for me. I'm done troubleshooting and wasting my time and money with this company. read more

If you expect to get customer service from this store, you're out of luck. I went in to ask for help putting screen protector on my new phone - as I have done in the past. There were 3 employees standing around doing nothing. I was informed by one employee that they would only help with screen protectors purchased from T-Mobile, so I asked if he would guide me while I put it on myself. The employee started giving me attitude about how he was surprised that the product I had didn't come with instructions - like it was such a hardship for him to talk me through attaching the screen protector. So I asked him if he would prefer if I went home and YouTubed how the do it. He said "Yeah. That would be better." In the meantime, the two other employees, who weren't doing anything, had their heads down and were snickering in the background. You would think one of them would say "I'll talk you through it." If it were me, I would rather help a customer than stand around leaning on a counter and doing nothing. They'll probably go home at the end of the day complaining about how boring their job is and how they need a raise read more

My wife and I recently purchased two S-23 phones and had many questions for the technical/salesperson that ended up spending two hours with us. His name is Andres and he could not have been more patient and understanding with our brilliant and dumb questions. His expertise was outstanding and was able to effectively transfer all of our data from our old phones to our new phones without too many glitches. He was able to assist us with recovering passwords; photos and many other things that would have been impossible for us to do. I want to tell T-Mobile that Andres is a keeper and his invaluable assistance will keep me as a T-Mobile customer for a long time. Thank you Andres!! read more

T-Mobile required me to get a free upgrade of my old Sprint phone which would soon be incompatible with their network. Because I was on the Sprint Free & Easy plan, what should have been a simple, quick process ended up taking over 3 hours. 5 Stars for my customer reps. Gio and especially Justin, were absolutely fantastic and did everything possible to provide me with excellent service. Several other customer reps also provided help as needed. Everyone in the store was extremely patient, helpful and understanding and frequently apologized for how long it was taking. 1 Star for T-Mobile. Unfortunately, the T-Mobile call center with which they needed to interact was an absolute nightmare. Numerous different departments, conflicting information, repeated requests for additional information, dropped calls, long waits on hold, and constantly needing to elevate the calls to a supervisor. In the end, I ended up with a free upgraded phone and a new plan at hopefully the same cost. Sadly, it should never have been such a complicated, frustrating and time-consuming experience. read more

This experience at T Mobile store on Carmel Mountain Road near Trader Joe's today was a breeze. I dreaded to go to mobile phone stores because my several experiences in the past had been draining due to waiting long hours, problem encountered after walking out of the store with my phone service etc. However, this morning Romeo, the manager, at this T Mobile store was very kind, patient, courteous, understood the reason for my visit. Though I had to wait to be served but over all ,the time at the store was short. read more