Eduardo got me in and out in less than 25 minutes. There were two Eduardo's working at the time..both were very nice. One greeted me and the other one helped me get a new phone. I was so stress before I came in because I left my phone in an Uber the night before and woke up phone less. Eduardo's service was so quick and seamless..I was no longer that stress out about my phone after leaving the store. Thank you!!!! read more

Has the best service ever! The employees are really nice,friendly, and very helpful. They get you the information you need! I recommend this exact T-Mobile ! read more

Came in with my mother to receive a quote on their service plans and potentially switch over, and was instantly greeted by Christian. He showed us hospitality, kindness, and was the most patient with any questions we had. He helped us to see if we would be approved for any discounts and we were! We ended up switching over 6 lines and he even helped us set up our new phones that were covered through the new lines. Christian even left me his number to call if we needed any extra help back at home (i did!). Overall, the service was amazing and I can definitely say I would return if needed. read more

Unsatisfactory customer service/assistance. Coming in to pick up my online order, I excitedly greeted an associate but was immediately faced with an annoyed tone of voice from a shorter gentleman with a buzz cut the moment I walked through the door. I came to pick up an order I had placed on December 30th at 5:45PM (PST). Same day at 6:47 PM, I received an email saying my order is ready, but I was unable to come due to work, so I decided to drop by next day. December 31st, I arrive 5:50/5:55PM (PST) in hopes of getting my phone/new account situated, but was turned down by one of the associates saying "my order was cancelled" and "needed to be picked up within 24 hours, of when I placed my order". During this process, he took time to walk towards the back of the building by "talking to his manager" about the order and came out a split second and suggested I reorder the same phone with the same plan in hopes of finding another store with similar phones in stock. Shared there was nothing he can do to help me get the current phone because my previous order number is associated with the only phone they had in stock and it's "cancelled". Confused, and frustrated because after receiving my order T Mobile sent me a confirmation saying I can pick up within TWO DAYS. Miscommunication and unwillingness to help, it's disappointing this T Mobile and it's associates aren't willing to honor what their company promises their new customers. Funny enough, the same day I received an email from T Mobile saying my order was ready and waiting for me. Honestly felt like I was turned down because they didn't want to help me set up my new account, and go through the process of transferring my old phone number to T Mobile. I soon came to realize the store closed early at 6:00PM (PST) due to new years, when referencing the store hours on yelp saying they're open until 8:00PM. If you guys wanted to leave early, at least communicate that store hours are open until 6:00PM (PST), and that setting up a new account will take awhile. It doesn't take much to communicate and your customer expectations. Unfortunately I felt their business practices made me feel discriminated, lose trust due to false claims and their inability to communicate/manage expectations. Stupid. read more

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Speaking of great customer service, this location is it. I walked into the store for assistance, and they provided me the answer. Everyone was extremely helpful, but Christian went above and beyond with his service. One of the best t mobile store visits in years. read more

Worst customer service I've ever experienced anywhere,in my life I feel like these guys just pass around the José angel name just so they don't get in trouble. I ordered a phone online paid it on the seventh. I got an email that said I was able to go pick up my phone. I got there and they couldn't give me a phone for some reason something happened on their technical support where it got locked and they told me to come back in 48 hours, so I did once I got there they still couldn't unlock it. They told me to come back on the 22nd mind you I'm still paying for the month I called on the 22nd. They tell me to call back in two days but they were working on it I go today and they had no clue what I was talking they had me wait two hours and 30 minutes just for them to tell me they couldn't do anything to come back in 5 to 8 days I'm gonna highly tell everyone I ever meet in my life to never buy a phone through T-Mobile I spent a good six hours between those three trips at T-Mobile. I canceled my plan immediately low-key traumatized read more

Excellent customer service here! Nynette and Adilene are absolute gems! I love that they are open late and the reps that I deal with are competent. The reps at my local Coleman center location are useless, so I don't mind driving here or waiting. Bonus points for ample parking! read more

Had Val help me with some Holideals trade ins. She spent time to go over the options and made sure to find the best deal for me. She was very responsive to any questions and suggestions I had and explained everything to me in detail. Process took a while, but they were considerate, and I was patient. Great experience with the best carrier in my opinion. Store was clean, sanitized, and everyone had masks on. There's a policy of limiting one customer in from each household with a total of around 4-5 customers at a time. Great store! read more

Came here with my mom after being hung up on then on hold with T-Mobile's Philippines call center for over an hour. 1 star for waiting another hour. They are obviously understaffed here. 5 stars for Natalie who helped us purchase new phones, set up a new plan, and apply for rebates. She was very knowledgeable and friendly. I think T-Mobile needs to invest more in American workers and stores! read more

Bad service just because I talk to costumer service If I don't change company the ramon manager did not respect my request he approved y luego siempre no que nefasto sólo me hiso perder mi tiempo read more

I rarely give review but today when i come to get the free face the manager at this store said that i have to bring all the people whom i brought the phones with me to pick up the masks for them. They are my parent with over 70 and they at high risk to get Covid. How crazy was that. He want me to bring both of my oarents to the store if they some a free mask. I was really mad. This guy clearly dont understand of the social distance and safety during this pandemic. I hope his whoever his boss see this review. read more

I went here yesterday to order a S10+, which Jose Angel was able to do for us in a timely fashion. He's respectful, patient and can answer any questions you may have. He doesn't pressure you to buy anything. He informed us about Third Party T-Mobile stores which we went to before this place, and how they like to scam and stuff. Now we have to clean up the mess they made which costs a lot of time and money. Always go to corporate stores like this one! There's also a good amount of Spanish speakers there. So if you or your family primarily speak Spanish, that's a big plus. read more

My mother and grandmother went to this location and the girl was barely of help, asking for a code that was given to her multiple times and said it didn't work and to go back the day after. My mom had to call the other provider and they send her the same code on the same day and went back and she still said it was wrong but when my mom showed her the message she had no other option but to help her. Almos 4 hours to to this. Very disappointed. read more

Iphone on us but none in stock. Stupidest promotion I've ever heard of please change your promotion to something you can actually provide your customers with. Get your sh!t together tmobile. read more

This review is for Omar. I always go to this T-Mobile over other locations. They have more authority to handle complex situations so just save yourself some time and head here! Left my family plan to join my fiance's. The switch happened instantly and I was able to get a new phone same day! I love my S8 so far! There's a promotion right now for a free Samsung tablet when you buy a galaxy or note and Samsung cash when you sign up for samsung pay. Get in there now and ask for Omar! He was friendly, polite, and extremely helpful. He was very easy to talk to and knowledgeable. I never felt pressured to buy anything. I was in and out in under an hour. The service was very quick. Also really diggin that cumbia music the store plays :) read more

Very disappointed the sales lady basically told me I couldn't upgrade to a new phone but then I went to a different location which is on Capitol express way and silver creek and they were awesome but never again going to this location no Matter how in need I am and how close it's to my home never!!!!!!!! read more

I've been to two other T-mobile locations. The first was in Eastridge mall where the sales guy tried to sell me accessories by suggesting I would be regretful in my decision with saying ,"You say that now". Peer pressure is not effective in selling me things I do not need nor want nor care about. He was also pushy in his survey. The other location in the San Jose Shopping Center off Coleman didn't acknowledge me for some time so that was that. Here, I had a different story. The store is clean and vibrant and has popular music playing in the background, demonstrating the impressiveness of the JBL speakers they're selling. I can't recall the name of the first woman who helped me in replacing my phone, but she was great. Today, I'm writing about my second experience replacing my phone because of the great service that the cohort gave me. Juan was friendly, attentive, and approachable in helping me conduct my claim over the phone. He took out all the guesswork and made sure that all my bases were covered with the transaction. He informed me of what to expect in regards to the shipping and phone return process. He also provided clear and helpful answers to my boyfriend's questions about the accessories on display. Thanks, Juan! read more

Juan was a great help in the port in process. He was knowledgeable and very well organized. He made this process so smooth for me as I came to this branch after a sour experience at the McKee and Capitol branch! I was able to complete the process in a timely fashion and He was also very good at explaining the different options of plans we had. He was also a great help in getting me a case I needed for my phone. He explained the difference between the material and durability and he also recommended a few other accessories! If you ever need anything taken care of and don't want to waist your time this is the place to go!!! ASK FOR JUAN!!! read more

This it's My Favorite Store to go Check anything for My Phones I also Live so close so Makes it even Better.. But I want to Also Give a Big Shout out to Jonathan Rubio his such a great worker and I love how he always make sure his explaining everything good whatever I need help with. His always Smiling to his costumers and ready to Help Out I always make sure to make my appointments with him! & if I get there and his busy he will aknowledge me and let me know he will help me as soon as he can.. I give him 5Stars!! I'm Really Happy with My Service with him. read more

The employees here are uber-nice and chill. I've never, ever had to haggle or push any of them to see if they know any additional deals or discounts they could tell me about, but would get in trouble if they did. They just...tell you. They go through the whole questionnaire for discounts (Work? Student? etc.) because they actually want your monthly bill to have what you need and nothing you don't. I don't know for sure if it's the area (Story and King) that makes the place feel really humble, but I've got a feeling that's a big reason. Every worker there speaks fluent Spanish and English, and whenever I see a customer speak to me in English then go over to the employees and speak in Spanish, I have to grin...just that shared language seems to build a great community. Star off because the line can seem realllyyy long, and since most transactions aren't the simple kind, prepare to spend a while there. Plus one of the workers is the total opposite of the above description - she seemed pushy and rushed. But that's only one person! Other than dealing with her, I've never had any problems at this store. :] read more

Wonderful service with Leonel! He assisted me right as I entered the store with a wonderful and upbeat attitude. I had a couple issues trying to start cellular on my watch and he was able to resolve it with a short phone call. He was also very courteous to all the staff and other customers. I was very impressed! Thank you! read more

Sat there the whole time with no help. And I pay for this company. 30 mins waste. I wanted to add a line and was not greeted or told anything. I see the workers helping out customers but I see two others just talking to each other. read more

I went into this location yesterday first time there to switch my services from ATT To T-Mobile. I was met by a very friendly and professional team of employees. Leonel R. who was my customer service Rep. Leo was outstanding in every aspect of his job. i.e. Professional ! Awesome people personality!! extremely knowledgeable !! this was my first experience moving to another carrier since the mobile phone service was introduced back in the mid 1990's . I had been with only one provider for 99% of that time. I finally decided to move mainly because T-Mobile's attractive offers. am in the process of moving my lines and activating my wireless service with T-Mobile so I can't yet compare the wireless connection quality. But I can say the Staff I met at 1720 Story Road location did an excellent Job. Leo R. did an excellent job at explaining the entire process to me. I appreciate such service as Leo R. and the staff provided. So Far am happy I made the move. will do updates to this review as I activate and begin using the service read more

ABSOLUTELY THE WORST CUSTOMER SERVICE HERE. DO NOT COME HERE BECAUSE THE MANAGER (LUIS) IS A MAJOR AIRHEAD AND EXTREMELY RUDE SON OF A BITCH. I came in to swap out a SIM card that had been cancelled, and prior to dropping in I already called Customer Care to notate the account about it so they would not charge for the replacement of the nonworking sim. Walked in and was served by Luis, explained that I was in a rush, but already called ahead of time and ALL I needed for them to do was to get my service which I pay for back on when this old sim stopped working. He said I am behind 4 people, and cannot service my need even though he's standing around doing nothing, and 1 other associate also standing around chatting with him. After 30 mins, he got me someone, then together they laughed among each other speaking Spanish (is this even respectfully??), taking their time at pulling up my account and information, then finally said, "$16 please!" I was like, "wait a minute, why? I'm swapping it out for free." They said they can't do anything about it because they don't see the memo. I called back Customer Care from another phone and asked them to verify on it. While I was on the call, they let other customers go ahead of me and didn't bother to ask for my permission if they can help other people while still not done with helping me yet, and did I wait in line for my turn?? Yes, I did! I got a hold of somebody rather quickly and let the person speak to the manager to verify that indeed there is special instruction on swapping out the SIM card and I shouldn't be charged for it. But these stupid guys again and again made the gestures to look over the notes on the screen, laughing to each other, speaking Spanish again, and still insisted that there was no notes, no memo that they saw. So the customer care representative said ok, she will be making ANOTHER notation about it (following the previous one left about the free sim swapping) so don't worry, he should just give me the sim now. At that time I was already spending close to a whole hour at the store when I only had 10 minutes to be there, so I said, "you've got your verification through customer care as you wished, now where's my sim because I'm wasting so much time with you guys?" He said exactly this, "oh your sim is here in my pocket, but unless I can see some memo here, I won't be able to give it to you." I swear they're lying because I can see that they were holding me off knowing I didn't have much time because I was in a rush. What memo do they need when the person from call center already said it is there, and she's even inputing another one, so there won't be any issue with issuing it to me!?!! It's just their system at the store lagging, either that or they outright lie!! So at that point, I couldn't be patient anymore but to reject their service, "let's cut this crap! You guys are so unprofessional and stupid, I shouldn't have wasted any of my time dealing with you at all. It's a shame you're a fucking manager, oh my bad, just an assistant one!! Now go run this to ruins!" This store is a ZERO for having Luis as ass manager and his Fernando teammate read more

DO NOT COME HERE! I called this store to see if the special about the Samsung Galaxy S 3 was accurate and I was totally misinformed by a male employee. He told me the phone was free with a 2 year contract, that today was the last day and they closed at 6pm. So I rushed to get there on time and when I get there he tells me only the downpayment of $150 is free after a mail in rebate and I would still have to make payments of about $400 on the phone.....I mean...how the hell is that a free phone? I am super upset, DO NOT COME HERE PEOPLE!!!! They just want to lure you in with false information in hope of opening a new line since you are already there. Ugh, so unprofessional read more

came in here for info on their pre-paid phone plans. Liza helped me, she was very friendly and informative. they have their home phone VOIP service only until the end of march, i guess it hasn't been profitable for them. you can still purchase the service until then, and sign up for a contract, if you desire. the 2 year contract comes with a free router, it's $10 a month for unlimited long distance and local calls. you can also go with no contract, and pay $80 for the router (wireless or hooked up to your internet modem) plus $15 a month. pretty reasonable cost, dunno about the reliability of the calls. they have several different reasonably priced no-contract pay as you go plans. their "even more plus" plan is $60 for unlimited text/web/500 daytime minutes. there are other levels of minutes and combinations, of course. their pay by the day plan is $1a day (night, really) for use 7 pm to 7 am. calls during the day are 10 cents a minute. if you get that plan and don't like it, you can upgrade to their other plans for no cost, keeping the same phone, including the even more plus plan. however, you can't keep the same phone #, for whatever reason. all of their phones work on their no-contract plans, and they all use the t-mobile 3G network. but they have some specific cheap phones that are 20-60$ that they recommend for those options. you can add unlimited internet access to talk plans on their "edge" network (not 3g, but is more basic) for $10 a month. read more

This store has amazing service and helped me and my girlfriend complete a service switch to join T-mobile. I am happy with joining T-mobile and especially happy with the representative Sam who helped us out with everything. Great job Sam! Great store. I recommend to everyone read more

This t-mobile is the worst store to go to especially if you're going in to pay a phone bill, they always have people in there which is not the reason why I'm complaining. They should have a person handle just the phone bills and the rest dedicating to other big sales. Because if you have to wait for people to buy their phones which takes awhile and the customers who are just paying a phone bill have to wait like 20 minutes. That's a long time to wait just to pay a dam phone bill at this store! They need to work in their customer service because it's the worst . read more

Good customer service, but be ready to wait for a long time to get helped. Place is usually always busy, specially afternoons. -1 for the long lines and wait. -1 Traffic and parking in this area is just a pain in the ... read more

Worst customer service experience I've had at this location. We Walked into the store and weren't greeted not once. Stood around and looked at a few phones for 20 min and still not one person came up to us to ask if we needed any help. Typically you get treated and put on a waiting list but to not be greeted once in that 20 min time frame is pretty ridiculous, especially when there was about 8-10 people working! Won't be coming back here. If I could I'd put zero stars but it's not an option. read more

This place is easily the worst place when it comes to customer service. A simple warranty repair turned into a nightmare of several unnecessary trips. The reps here have showed nothing more than a lack of care for their job and their responsibility to the customer. I initially came into this store with the simple request of a warranty replacement. The amount of time I spent here that day was ridiculous. Javier, who helped me that day, was beyond unprofessional. 10 days went by and I'd heard nothing. In a patient attempt to figure out what was wrong I stopped by the store and was told by the greeter that all iPhones were back ordered. After an additional 5 days I came back. I explained the situation to yet another rep and he checked the system. To my utter surprise, he informs me that the replacement order had been canceled. He said the replacement had been received 3 days after the request and a notification had been sent to the phone. The broken one, which to me was completely unreasonable, he explained that the order gets canceled and the product is returned if not picked up. I expressed my distaste with the way this was handled. After all, how was I supposed to pick something up if I wasn't informed it was ready? How was I supposed to assume the greeter was lying about the phones being back ordered? The manager, Luis, overheard the situation and thankfully handled the rest himself. He placed a new order and issued me a loaner in the meantime. To this regard, it was not until after 3 weeks that I finally received the replacement. Still, the situation presented above would not have happened had the first person paid attention to his job and responsibility as an employee instead of wandering the store joking with his employees. The same goes for the other members of this team whose standards are not up to par and make this particular store a very unpleasant site. read more

THIS PLACE DOES NOT EVEN DESERVE A 1 STAR RATING. DO NOT COME HERE EVER!! This is the WORSE and UNEDUCATED customer service ever. When you ask for a manager, they say they DON'T have a manager, what provider does not have a manager!!! I had gone and switch from sprint to t-mobile and got a galaxy note edge, within 4 days of having the phone, the display went black and I was unable to answer calls or receive text messages. I had gone to t-mobile and "MINA or RINA (SERENA)" informed me that it's their policy in the CALIFORNIA area that they can't replace my phone at the actual store and they have to reorder, not to mention she stated this specific store is 'CORPORATE' which that was BS (liars). Mina needs some major education and don't need to work in an area where she needs some training, not to mention RUDE attitude. Girl needs to get some education in HOSPITALITY!!! read more

Bad service from one of the guys who takes your name, he lied to me that they didn't offer the service I was looking for. Left the store made calls to tmobile they told me it could be done at the store, I walked back into the store, the other guy helped me fine. Some employees are incompetent by nature. read more

Omar was awesome. Got me my warranty phone and set it up super fast. Even helped clean my phone before he gave it to me. Would totally recommend going to talk to him over anybody else there. Warning ** do not go to Marla she's a b****. If I could give her negative Stars I would. If you don't like being in the customer service industry then go get another job. If you're too dumb to get another job then go get an education so you can. Super rude read more

I've just experienced great customer service at T mobile on Story. I don't know why they only got 2 stars. They deserved way more stars than that. I was greeted right away as soon as I walked in the store. There were around 5 people ahead of me, but the store manager, Kent, always checked back with me about the waiting time and how many people were ahead of me. He was very friendly and so does the staff. I got help very quickly by Maggie. I had some issues with my account activation so they had to call customer service on the phone. Kent always checked back with Maggie to make sure that they did it correctly the first time so I don't have to encounter any issues later on. Maggie and Kent took care of my issues. He did even waived the SIM card activation for me. I left happily and my phone is working great :) Overall, I highly recommended this location. You might expect a longer wait but if it's worth it with their great customer service. read more

Today I went in with my aunt to upgrade 3 phones. I was a bit iffy because past experiences weren't so great. As soon as we walked in we were greeted by Samuel. Had an idea of going in and out but my aunt had like ten thousand questions so it took a while. Luckily for us Samuel was so polite and patient. He answered every single question we had and the ones we were confused about he went above and beyond to make sure there was no misunderstanding . He had a great attitude and just over all great customer service. Thank you Samuel for making that transaction so pleasant. read more

The suckiest customer service ever! I came to the store a couple of times because I wanted to switch from another mobile carrier service. Basically I wanted to join an existing line that belonged to a friend who was already a T-Mobile customer. He went to the Sunnyvale store where they told him all I had to do was give them his customer ID. So I called up at this store to ask them about other things like the ETF and other policies. The guy who answered was sooooo mean!! He told me the guy with the customer ID needs to be present so I told him that the people at the Sunnyvale store said I just need to give his customer ID and he doesn't need to be present. These were his exact words,"if that's what they said at Sunnyvale store then you can go to the Sunnyvale store. In my store, this is how I do it." Can you believe this?? Worst customer service ever!! Are employees allowed to behave like that with customers when phone calls aren't being recorded?? Unbelievable!! read more

No customer service skills what so ever from an employee named Berto which from the get go did not demonstrated to wanting to help me on a new purchase for a phone. The first person was nicely greeting me and explained about the equipment, but after waiting for 20 min for this Berto turned me away with no desire to help I less than a minute. Employees like this make you want to switch to other companies. read more

I've have NEVER been to a T-Mobile and actually walked out satisfied as I did today.. And all thanks to Adriana, she was beyond helpful not only with me, but everyone else she helped in the process of helping me. The store was mad crazy with people waiting, walk ins but staff made sure everyone was helped, and walked out satisfied! I'm definitely coming back here, worth the wait. read more

I have never had such horrible customer service before especially from Serena (assistant mgr). Keep in mind we have been with Tmobile for about 10 years!! what a poor representation of the company. tsk tsk read more