So far trying to switch from AT&T has been a nightmare. Make sure you ask 30 questions or more and that they don't just sign you up without asking very specific questions about cost, phones, taxes, fees and what you actually get for your money. read more

Great staff!! Really warm, helpful and friendly, so very important during the stressful holiday season.

I went to the mall to get my phone screen fixed and after the fix I couldn't remember my passcode. I knew there was a t- mobile store in the mall so I went to see if they could help. I came across a young man named Alexis who helped me in everyway possibly. First he tried to connect me to their system which didn't work, then he pulled his own phone out and googled the problem, I told him he could factory reset it because my info is backed up. He succeeded after a few attempts. I walked out happy then came back because it still needed a passcode after the reset. He connected me to their wifi and helped me figure out the whole thing. Long story short, he did his job with ease and patience and I'm truly grateful for customer service like his. Thank you Alexis and this is why I'm still a T-Mobile customer because of employees like you. read more

We came in for one thing and ended up leaving with two cool watches. Des helped us and she was extremely helpful. She was honest, she was friendly and most important she knew exactly what to offer us that we needed. We ended up getting my daughter a kids samsung watch as well a new watch for my partner. Thank you Des! read more

Manager only gives attention to white clients. I came in because I was interested in changing my phone carrier and purchasing a new phone. there were two employees busy with clients and there was a woman named Frances I believe she is the manager because she sent an employee on a break. she was walking around the store and did not greet me nor did she offer me any help. I approached her and told her what I needed help in and she took my phone number down and said she would get someone to help me. after that a white woman came in and asked her for help and this time Frances had no problem helping out she was even showing her phone models and providing a better attention to this woman than to me. read more

I came in today to get a replacement for a screen protector and get added to my dad's account and Rosa made sure everything went smoothly. She was super helpful and explained everything to me on top of it she was super nice! read more

The staff working there don't greet new customers. Instead, they all gather around one employee while he talks to another customer. All three staff members are just waiting for that customer's decision, completely ignoring the needs of new customers. It's quite strange. read more

I can't go to sleep without letting you all know that Roxy is a super star. I mean I met most of them in the store to get things done and find solutions, basically I love them all. Specially at the Oakridge Mall store. Roxy is a super star. Right, i already said that, but let me tell you she Loves what she does and she truly appreciates Tmobile customers, so just stop by say hi and listen.... she has amazing deals that will make you smile all the way home. Thank you Roxy you will see me again soon! read more

Customer Service in this store is fantastic. We had decided to give Home internet. We were blessed to have Roxanne available to help us out. She was amazing she stayed and walked us through everything. I highly recommend if you go into the store to ask for Roxanne. I cannot say enough about the manager Derek. He came over to make sure all our needs were met, very pleasant and very much customer satisfaction. I highly recommend if you are in need and are a T-Mobile customer go to this location you'll be so happy you did. Be sure to ask for Roxanne or Derek. We had a wonderful experience. Ginger O read more

Looking at my last review from 2010, I guess time heals all wounds. I forgot about how bad this location is. A LOT has changed in my life since 2010. I'm 9 years older. I have 2 kids, 9 and 13. I have a newer phone, a Samsung S8+ I have a truck I bought new. I have an awesome job. Sadly though, some things don't change, like this location. So tonight I had David as a salesperson. I saw Roxy was still working there, she originally sold me my mytouch3g back in 2010. My daughter dropped her aging Nexus 5 and shattered the screen so we were in search of a replacement. 2 nights earlier we were at the other Tmobile store on Blossom Hill, next to Happy House. I wanted to pay off the last $100 on my S8+, and I wanted to start looking at the One plan since it claims to have coverage in Iraq, where I might be going for work soon. The cheapest phones at the other location were the Revvl 2 at around $150, and the Revvl 2+ for $167. We drove there first, but they were closed so we decided to hit up this location at the mall. I started talking to David about what I wanted to buy. I told him 2 Revvl 2's, I wanted to switch to the one plan, and I wanted to add a line. He told me it would take about 10 minutes to find out if he had the phones in stock.. Why can't you just look dude? I told him I did not want to be charged $10 for a new sim card (this was Tmobiles old price) for my daughter phone, since I could just transfer it myself. He informed me there would be a $25 upgrade charge. I keep a SIM tool on my keychain.. See, I work in IT, I work with all manners of electronics. I've replaced the screen on my daughters Nexus at least a few times. I've built secured networks, done all manners of magic. I popped my daughters old sim card out to make a point. "You're really going to charge me $25 for doing that?" "Well it's our policy" Screw your damn policy. I warned him I would be here on yelp passively agressively complaining if he did not waive that fee. I can understand for a new SIM for my sons line... but that's ridiculous.. I popped the sim out in front of him, with a tool I carried on me. He did not waver one iota. After about 10 minutes he walked into the back, and walked out with a Revvl2, and a Revvl2+. I am not one of those dads who favors one kid over another, nor do I get one kid something better than the other. Both have identical computers, identical lots of things. He told me he did not have 2 regular Revvl 2s. Then the price. "It's going to be $230" I asked him point blank about the price discrepancy between his location, and the location down the street. He couldn't offer any reason. So then he offered to see if he had the Revvl1 in stock. So another 5 minutes pass as he goes into the back, and retreives 2. I asked, "Do you have cases for these?" "Not for the 1's, but I have them for the 2's!" Completely useless. I walked out at that point. Afterwards my daughter and I went to best buy. We bought 2 Moto G6's for $150@each. I've attached a picture of 2 happy kids, with their new phones as proof of this. Management: This is ridiculous. Tomorrow, I will walk into the other T-Mobile location and buy a sim card for my son, adding a line for $25. This whole nonsense David spewed about absolutely having to charge me for transferring my daughters sim card is bologna. He could have just sold me 1 phone, with activation fees/SIM, and another phone with no activation and just let me do my own thing. Instead he tried his best to scam me. I am one of those few, diamonds in the rough that knows better, and is a fairly prominent yelper. . In fact, I might not even stay with TMO. I might see if any of the other carriers have coverage in Iraq because this was the last straw for me. If they do, I will absolutely be telling your retention team why I made the switch. I will be naming names, and pointing them at this yelp review so they can see not just the troubles I've had here, but the troubles others have had here. How I was treated tonight, and in the past by this location is absolute doodoo. read more

T-Mobile - My kids with 2 new Moto G6's that I bought at Best Buy, because Westfield Mall's salespeople were scammy. - Mobile Phones Near Me - San Jose, California

After migrating from sprint last week on New Year's Eve at a different location, everything went great. 3 lines transferred. 2 worked great, one device didn't accept the new sim. After 3 hours of customer chat, neither sprint nor t mobile could assist. I decided to forgo wait the 3-5 business days for device to arrive. I waited and nothing came in.. odd. I came to this store out of convenience and was concerned it would be a nightmare getting the same promotion honored at the original store... Thanks to the diligence of Sr. Rep Roxanne (Roxy) she was kind, welcoming, sharp and patient enough to comb through the order history, notes, and memos to discover a typo on the email from last store. I walked out with brand new device with screen protector installed for me, case, and original promotion executed as I expected it to the first time. 10/10 to Roxanne, I know where I'm going next time my account needs attention! read more

Ok, where do I begin! Karina for the WIN, what an awesome experience. Definitely someone who knows her stuff, everything was very well explained. I got there kinda of late at night wondering if they had the phone I was looking for and thankfully she did, with that being said, she didn't care to stay and go through/explain everything to me. Very friendly and she also speaks Spanish for all the raza. So please if you go to Oakridge T-Mobile, please go see her and thank me later. read more

Thank you Karina for your help! She was very knowledgeable, helpful and friendly. Came into that mall today to replace broken phone. She was able to explain iPhone 12 features and I ended up purchasing it ;)) Ask for Karina when you go to Oakridge! She knows her stuff. read more

Came in to this location in a real rush and I was not really excited for this visit because I didn't have much time to waste. Walked in and first person I seen was Nestor with a bright welcome smile along with how may I help you? I explained to him how I was in a rush and let me tell you he made me actually want to spend more time in this T-Mobile with him since he was so sweet. He definitely calmed me down and not care about what was ahead of me for the rest of my day and I truly needed that. He's amazing. He's so good at his job so welcoming. I will Definitely be coming back to This location whenever I need to visit T-Mobile and I will for sure recommend friends and family to come visit him here so they can have the same experience as me. read more

Got em... Is what they felt when I left... Told me everything I wanted to hear to get me to switch from Verizon... Offered to pay off my device , free Netflix, unlimited highspeed, hot spot , with no hidden fees... Welp two months in and it's the biggest regret of 2019. Getting my reimbursement for Verizon phone has been impossible ...attempted to submit the required document 3 times and they're still unable to approve it.. they require a single doc with my name, phone name and number, IME #, Bal owed, and current date .... guess what neither Verizon or att provide a document with all that information ...forcing me to attempt to scury around like a rat trying to obtain these...but guess what... TMobile only allows the submission of 1 DOCUMENT!!!!!!! ((Side note unless ur the master on the acct, your name won't be on the account switching...so yeah TMobile actually only reimburses if your the master on the previous acct )) they tell me just keep submitting, I've spent hrs on the phone with them, for them to always tell me to just try again... Well F U C K YOU TMOBILE!!! AND FUCK THE MANAGER for lying to me about how easy TMobile makes it... read more

T-Mobile - On the line for just over an hour. Results..I know less now then I did before... God damn t mobile u fckin suck - Mobile Phones Near Me - San Jose, California

So, my mother and I had a horrible experience at the Almaden branch today trying to get a new phone. My mother's phone was old and she needed to upgrade. Her phone had stopped working all of a sudden. She was devastated to say the least. She thought she lost all of her pictures of her sister who had passed away, baby pictures of her granddaughter. She was very distraught. After our awful experience at T-Mobile on Almaden (I wrote them a review too), coming here was a saving grace. We were warmly welcomed into the store by Gianna, happy and helpful. Gianna was pleasant and knowledgeable about my mom's predicament. She immediately asked my mother if she used google cloud. My mother said her phone updated every night but she never paid it any mind. Well Gianna was elated to tell my mother she was sure all her contacts and photos would be saved there. Gianna talked my mother into purchasing a phone that was a more expensive then she wanted to get at first but it suits her more, and I was in sales for 15yrs, she did a great job at selling and not pushing. Gianna also sold her on a screen protector and a phone case, explaining they could be included in her monthly bill. We did take up some time with Gianna but she didn't make us feel rushed and her effort was well worth it. After punching in a few different passwords for her gmail account we were able to connect to the cloud and all my mother's beloved pictures and contacts were restored. I am so grateful Gianna was working tonight and helped us above and beyond so my mother could have some peace. T-Mobile you should recognize Gianna as a standout employee. She had great social skills, was very technology savvy and a fantastic multitasker. I wouldn't be surprised to know she is one of your top sales representatives. She is in a high traffic area and you need more sales employees like her. read more

Omgoodness! I wish I got the name of the girl that helped me today! She said she was new and training, but she was extra nice and helpful. I came to get my screen protector replaced, because I dropped my phone and broke it. She put the new screen protector on and she treated my phone like it was her own and took her time to make it perfect. I'm glad she did because I'm ocd when it comes to bubbles. She made sure she took a couple extra looks to make sure it didn't have air bubbles. I had to wait a little to get help, but I think it's because it's Sunday. Weekends are always busier at these cell phone locations. If you don't have a lot of time, I would aim for a weekday. Great location! I'll be back if I need to get anything done! read more

Roxanne at this T-Mobile location is who I will only go to for help from now on. I was there for over an hour asking a million questions and she displayed nothing but care, understanding and patience. I left there with NO questions and even more hope as a T-Mobile user, she is an exceptional worker and deserves absolutely everything amazing coming her way! read more

I came in friday morning Aprox 10 add a line to my plan! And dago helped me out. When i came in , it was down. Within 10 mins it got rushed. Dago did a good job juggling the customer coming in and still helping me out. He showed me the options i had for phones. He was really personable. He greeted everyone that walked in and was still helping us. He got us a case and everything we didn't even have to ask! He was GREAT! He helped my sister set up her phone and everything! He gets 5 stars from me! I will definitely be looking for him with every visit. Great job Dago! You're the best! My sister LOVES her phone!!!! read more

Plain and simple "NOT PROPERLY TRAINED" I recently transferred from metro to T-Mobile And their customer service is terrible. As soon as you walk in the want to upsell you everything! They want to sell you things you don't need just in order to make the sale. When we decided to switch to this company we had high expectations but as time went by we felt disappointed. Especially with the one located in the Westfield Oakridge mall. They overcharged us for things that we did not order and when we went to ask they lied to us. One associate lied to cover for each other I do not say names just so that they can keep their jobs but they are cheaters and liars. The store of cottle sold me watches that did not work and I they didn't give me a full refund and when they give it to me they charged me a restocking fee being that it was the fault of the store. They made me buy things that I didn't need and tied me to a contract with the promise that my watches and phones would work and it the end was useless. I literally went in for three days straight. tmobile has good service but unfortunately their workers in the tmobile stores are very poorly trained, in my point of view they train them only to sell no matter what but they do not know anything about honestly and respect for the customer. If you want to buy or change to tmobile do it through the customer online service never at a store they will rip you off. when I spoke to customer online service they gave me my money back they give me what they had promised and apologized for the poor service of these two stores gave me. So 0 stars for the store's and 5 stars To the online services. read more

Saturday, August 26, I visited your store to add a new line to my phone. I wasn't sure how to do it or what to do but Roxanne gave me the help I needed. She is outstanding, I couldn't believe all of the time she spent with me. The information she provided me and her patience. I am older, so there was a lot I didn't understand. I read what others have posted and I totally agree and I am so glad that Roxanne is getting the recognition that she deserves. read more

My boyfriend heard that this store carried this particular case and screen protector that he had been looking for. He didn't expect to receive such great customer service just for picking up phone accessories, but he was thoroughly impressed! Karina helped him find what he needed and she was awesome! read more

the person who helped me was sorta rude i told them the problem with my phone and all they said was okay ?? was i supposed to tell them how to fix it myself i don't work there so i don't know what they could've done to fix it, such an inconvenience :/ read more

Thank you very much Nestor. This guy is really professional with a great patience. He helped me to figured out with the phone Samsung A21. Very smart. Highly recommend! read more

I came into this store after being told the "runaround" as to why I couldn't cancel my service over the phone. I was told to go to Tmobile store instead. Derick W. was able to assist me and explained that I should cancel it over the phone, however; he told me to standby in case I needed assistance with the call taker. He was able to explain to the call taker what I needed and successfully assisted with cancelling my service. He was very professional and helpful! read more

Slowest moving employees I've ever seen. No sense of urgency at all. Waited 30 minutes. One employee took 20 minutes to install a screen protector. read more

Needed service on my 3 week old S22 ordered via web. Samsung cust service continued to blame my problem on my carrier T-mobile. T-mobile 800 cust service is terrible only equaled by the inept 800 cust service for Samsung. Hoping I'd find someone to help in store I was sadly disappointed. I was polite, asked for tech help by someone experienced and received neither. The person that insisted on assisting me had been on job about 1 year, I knew far more than she. After 3-4 mins wasted time another came over, she was equally worse. A person rep himself as the store manager, later I found he wasn't. Finally the showed my phone to another in the back he looked for about 8 seconds offered nothing and went back to his hidden office. About 90 seconds later another guy came out acting in a certain manner, when I asked who he was my contact said well he was the real store mangers. Awful. Ignore this store if possible. No real tech support, only folk that can follow the windows on a phone. Terrible manner, deceptive and awful service. read more

Thank you Ed and Rod for your excellent customer service in upgrading my old cell phone to a 5G OnePlus free of charge, as per T-Mobile's recent offer (related to the 3G network phase out). Ed also transferred all data from the old phone to the new one, making the transition process painless. You guys rock and have my utmost appreciation. You elevate T-Mobile's customer service and reputation to new heights. 5 STARS ALL THE WAY! read more

I had a great experience at this store, upgrading my old cell phone to a 5G one. Both Ed and Rod were super helpful getting the process started. Ed was amazing in getting all my data transferred to the new phone. Excellent, 5-star customer service. I could not be happier. read more

T-Mobile wanted to say thanks for using Pure Gear!!! They Rock it!! Thanks Roxanne for all the wonderful experiences for 9 years!!! Amazing! Many thanks! read more

I went in here a few days ago looking to upgrade my phone. I walked around for a good five minutes before one of the sales people asked if I needed any help. Keep in mind, I was the only person in the store and there were at least three associates.. None of which seemed to be doing much more than texting on their own phones. Well, the girl that finally came to ask if I needed help ended up needing to call in about my "upgrade-ability" I guess you would say. She went on to make small talk with the representative on the other line, saying several times "Oh no, we're not in a hurry at all. Take your time!!". It's nice to know she wasn't in any kind of a hurry, but I most certainly was! After a good twenty minutes on the phone, she hangs up to cheerily tell me I am allowed a full discount on my upgrade. And then asks if I have decided on a phone. Well, I had! But since she took so long on the phone and neglected to ask if I was in a rush, I informed her I had no time to actually do the upgrade now. She did apologize, but she seemed more pissed than anything that she had just wasted so much time that she could have spent texting. Too bad.. I guess someone else is going to have to take the commission! read more

Worst experience ever.............................. I cannot give my money away to these guys. I went in last Saturday to buy myself and my girlfriend a new phone. I looked online at the website for offers and went to the store to ask about getting a phone with $300 cash down and a monthly installment. I did not qualify for the standard option so I needed to apply using my visa (I'm new here). I gave all of my personal and private information to the store clerk. I was informed that I would be contacted within 72 hours. It was a Saturday so I did not count the weekend, even so it is now mid afternoon on Friday almost a week later and still no contact from T-Mobile - Oakridge Mall. I called the store and was informed I must go in or call 611 or the direct line 1800 937 8997 (which is the exact same thing - gets you nowhere directly). They cannot release any of my information over the phone. I accept and appreciate this but why no phone call guys????????????? I'm working so I decided to contact the call center, with previous experience with call centers I set my expectations low. But obviously not LOW enough. This was a Terrible experience, I have nothing against the call center workers as I know they get paid poor wages and deal with angry customers daily although they rarely do anything to provoke this frustration. However they should be at least educated to which extension number leads to which department and of course be familiar with incentives or specials currently advertised on the website. Phone call 1: I was transferred twice, told that it was not possible to buy a phone the way I inquired about. Not that "I" could not buy it but the representative told me this program does not exist. I informed him that it did and asked if he could get a manager or connect me to someone who would know more about it. I was left on hold for 20 minutes, a lady picked up the phone said Hello...... Hello then hangs up. Phone call 2: Literally I was tossed from one department to the next 8 times in total until I completely lost it and decided to hang up and move my phone service to a phone company who actually care about their customers. FYI T-Mobile the last member of your staff I was transferred to complained of poor quality signal and reception. I was in the same position when I started this process, guess you should check your cell phone coverage in Silicon Valley. read more

Wow! I am so impressed with the customer service in this store. I needed to switch from AT&T because my phone had broken, and I wasn't about to sign another 2 year contract with those blood-suckers just to get my iPhone replaced. I think we've all gotten the impression over the years that TMobile has terrible cellular service, but lately they've vastly improved! I walked in and was helped right away by Roxy, who was sweet and so helpful. I came back later with my dad, and she took the time to make sure we were both well informed and comfortable with the plan we were choosing. She knew the answer to every question we asked and was so cheerful, it really made it a great experience. When I called back the next day, I spoke with Ken, and he was equally as helpful as Roxy! I was so lucky to be helped by two such wonderful people! If you're planning on visiting the store, ask to be helped by one of them. read more

My experience today going to T-Mobile to replace my mothers phone was incredible. The T-Mobile member that helped me was Lynn! She helped make the process of switching my moms data from the old phone to the new one so smooth!! She was so patient when I tried figuring out the password to my mothers Samsung account to transfer all the data and she made sure with my mother that she was satisfied with her new phone set up before it was time to delete the old phone data. While we were waiting for the data to reach 100% Lynn was taking to my mother and I and the conversation was so enjoyable. We were just so satisfied with the full experience at T-Mobile, thank you for all your help Lynn!! read more

I hate this store. Horrible customer service. No cheerful greeting whatsoever. No sense of compassion for their customers to try and give them the best value, Just horrible. Don't count on walking in and being greeted right away. Do, however count on then being on their phone 24/7. Just not very good customer service. I can not wait till my contract is over and switch to another. Thy are not worth your money or time. update 6/18/12 called about the s3 - person told me to go online - i asked what the link is - she said go on tmobile - i said I am there and theres nothing about the s3 - she said then i dont know, i don't know the link - so i asked if you don't know then i don't know she asks if she can call me back and i most def said no. should be zero stars read more

GO SEE DEREK!! I typically don't write reviews anymore unless it was stupendously bad OR SIMPLY AMAZEBALLS!!! Derek has got to be one of the sweetest, most patient, incredibly down to earth employee my boyfriend and I have ever experienced. This was our third walk-in with a T-Mobile store and I can really say, the third time really is the charm! We loved the fact that we felt like we were just talking to an honest friend and wasn't giving us any of that stereotypical car salesman crap. He not only knows his stuff, but has a great personality with it. We've experienced some really bad and good service over the years that typically comes from the food industry or something, but never from a phone company which is why I had to say something because he turned our day around for sure. If the manager is reading this, please give this guy a RAISE or SOMETHING, he deserves it!!!!! read more

Ive been with all the carriers (ATT, Verizon, Sprint) and now TMobile, so Ive seen it all in terms of what you can expect walking into a wireless store. A lot of gripes people seem to have with wireless carriers stem from misunderstanding or from just plain ignoring the fine print. There is one thing I won't put up with though, and that's poor customer service. An uninformed or rude staff will have me walking out the door in a second. I keep coming back to the Oakridge store for the service. I always have a ton of questions (to avoid those misunderstandings I eluded to), and this store's employees have always been patient and informative with me. When it comes to cell phones, I just want honest details, good value and fairness--and this store delivers. Five stars from me. read more

We went to t-mobile yesterday to convert to family plan from existing single plans from two different providers. Saw a referal from yelp reviewer that Derek is helpful. Derek was so resourceful with us. He was very patient answering our questions regarding the plan. T-mobile pretty much has pretty simple plan, and Derek was thorough with step by step process, including transferring all my photos and datas from my old phone to my new phone. I would recommend see Derek when you go to tmobile store at Oakridge mall. read more

Roxy's the best! She was able to quickly and courteously fix the problem I was having with my SIM even though it was already pretty much closing time. Thanks for hooking it up, Roxy! The other associates working there at the time also seemed to be providing excellent service. For anyone looking for great T-Mobile service, I'd recommend this location! read more

The service here has always been excellent I am definitely recommending this place there service is untouchable the representative name Michelle was a great help she totally knows her stuff I purchased the note I upgraded from a s9plus thanks Michelle for all your hard work read more