Came in to pick up my AirPods and the team was super sweet! Greeted me as soon as I opened the door. I was in there no more than 5 minutes and was out the door a happy girl. I definitely like this one better than others I've been to, will be back soon. read more

Chat GPT is more useful than the guy that just helped me. Was trying to figure out eSIM from 3rd party app why it wasn't working. He said it should be fine to use and checked my speed on my phone went into my settings. He clearly didn't know what he was doing. Chat GPT told me to check if the sim on my phone is locked and chat GPT showed me step by step. Turned out it was locked. The guy was useless. read more

I just switched over from AT&T to T-Mobile here at the Rivermark location in Santa Clara. I was helped by RUBY; she was patient and very helpful throughout the process. Very kind and considerate . I recommend this location and ask for RUBY! read more

I just switched my family plan to T-Mobile online. However, Ruby Leon of the Rivermark Plaza store was extremely helpful in the process. The whole team at that store is very friendly & professional. read more

My Samsung Flip 5 phone broke down, so I came to T-Mobile for help even though I did not buy the phone from them. The employee there was extremely helpful. read more

After some ridiculous experience at some other T-Mobile store, I almost gave up on T-Mobile. I didn't know there were differences between the "Corporate Store" and "dealer", the other store at Milpitas messed up my Business Account and opened threee lines without giving me any phones to go with it. I decided to give this store a try because they said they were corporate owned. The Rep at Rivermark recommended me cancel all those three lines and helped me to sign up for the free iPhone 14 promotion with three lines. I can see that people here are much nicer, they were really trying to help customers instead of reps at other dealer store that pushing you to buy a lot of accessories and sign up for things that you don't need. Because that would give them more commission. The process is a little complicated because they told me that promotion is for online only, so they had to call in behalf of me to sign up. At least, they treat me nicely and get the things done correctly. read more

Pretty quick service although a down side to it for me is that I wish I hadn't felt like they were rushing me. I understand that there are other customers waiting but I was being patient and waiting also and deserve to not feel like i was being rushed with quick answers to my questions. read more

I went in today to get some help with setting up my new iPhone that I ordered through T-Mobiles site and to also turn in my old phone. Alissa made my visit smooth and pleasant. She answered all of questions with a smile. She was task oriented and relational which says a lot with any customer facing operations. Often people make the experience not the product and Alissa definitely made a long lasting impression for me. Watch out T-Mobile! I might try to poach her! :) Thanks for your help and being so delightful with me today, Alissa. read more

This is a corporate location and the employees (at least the senior ones) seem to know how to get stuff done. After wasting a lot of time and getting the run around at the McCarthy and Brokaw locations (which are apparently not true T-Mobile stores), this Rivermark branch quickly took care of my trade-in in just a few minutes. read more

Really great customer service by Henoch (sp?). Clean store. And above and beyond to help me out with multiple items.

The store manager Julie and all the staff are super helpful and I was able to upgrade my iPhone and brought all needed accessories.

I have been a customer for 10 yrs or so. It's never been a problem to get a new phone. Or exchange a bad phone. The manager and the employee had a pow-wow over my phone and ask me questions If I had the protection plan or insurance. Of course, I do I have an I phone 11. Usually, the staff calls in for me and settled the situation and I'm on my way out the door. Today I couldn't get the staff to make a simple phone call to the customer service concerning a defect on my screen or check to see if I had insurance?? They have computers to verify that information! Unbelievable. They asked me to try apple I may get a better deal. How when I have insurance I pay for every damn month! All I ever needed was just to pay a few bucks and my new phone was on its way. The manager is so unprofessional she had poor customer service skills! Sad! Don't buy shit from this store! read more

I have developed a super power. I have become invisible. I entered the store and explained my problem to Cindy. Poof, I completely disappeared. I was ignored, she got on the phone, talked to her boss. I tried to ask questions, interject points make comments, there was no eye contact, no acknowledgement etc. I finally walked out. Being invisible, they probably didn't notice, and won't miss me or my business. The problem, We had gotten a new phone for my wife who is from Thailand, calls Thailand every day. We asked and insisted on international calling multiple times. We got our bill, it had an extra $1400.00 for international calling. The service person in this store had failed to add the international plan. We have spent over $2000 in this store in the last 1.5 years. We will have to pay the bill, but do have the freedom to go to another vendor that can provide a better experience. read more

I had an appointment and was never seen. I waited for 2 hours and watched 2 people be served before I finally left. As I left another man walking out said he had been in there for 4 hours. While very patiently waiting I was never updated or apologized for the wait. I am formally a Sprint customer. I am not impressed at all with T-Mobile's customer service. read more

This store, especially a person who claims to be the store manager, "Francesca," provided such unprofessional and poor service that I'm taking the time to write a review, despite the fact that it is a cell phone company store, where low salaries and mediocrity abound. Specifics? Francesca was dishonest, and that is a word I rarely use in a public review. The staff was poorly trained. Even in basic customer etiquette. I just dealt with a staff member who never made eye contact and retained an expression on her face as though the transaction was not to change a cell phone plan - but to remove funds from her savings account. Phones not answered. It was so bad that one associate gave me a secret number to get someone. Here it is, in case you are interested in self-abuse: (408) 436-9706. Errors and lack of knowledge. And, lack of selection. This is a small store. A small store with a big capacity to role-model why sites like Yelp are needed. Here's an idea: Are you listening Yelp? "A location-based haptic warning! This would be an app extension that sends a notification to a person when they are about to enter an establishment that is poor (or excellent)! It could be based on aggregate reviews, or user-customized rating criteria, such as reviews from certain Yelpers, or groups of Yelpers. If I had such an app when I first walked into this T-Mobile store, the battery in my phone would have been run down by its attempt to warn me. read more

*****My update to the whole team at the store! "We love your customer service" You guys are sweethearts! I wish CORPORATE THE BEST! Because if we loose the reps who are honest, knowledgeable and really know how to understand the customer's needs. I don't know what we will do.. So keep up the Awesome SERVICE!!! SORRY BUT DISTRICT & CORPORATE SHOULD RECOGNIZE UR SERVICE IS THE PEOPLE WHO DELIVER, UR NOT ROBOTS. ; ) read more

This is the best Tmobile store I have ever been to!!!! I work really close to this location and I make it a point to just come to this one spot because of the amazing customer service. Hats off to the manager because I know it all begins there. I have visited this store for many reasons; exchanges, sim cards, new phone, new line, and I have always got nothing less than exceptional help, and excellent product/service knowledge. I'm also very impressed to see they extend themselves so much, and witnessed it to other customers around me. Sometimes, if you are not tech savvy then phone shopping can be a horrible experience (I am very smart phone savvy though). I have seen the employees here go a long way to make sure their customers are up to speed and happy. I have been with Tmobile for many years and stayed loyal because of their customer service (in-store and phone). I cannot express how happy I am that this location holds true to that commitment. read more

Finally got a job back in the area, dangerously close to this T-Mobile again. So I stopped by for a warranty replacement on my LG V10. Chan took care of the filing process really quick and I got progress notifications, finally back at the store again a few days later. Replacement went quick and painless with Courtney. They actually replaced my V10 (back-order status) with the newer G5. Got up-sold on the Cam Plus module too which works great especially with the extra battery built-in (thank you, Francesca). Moe is not there anymore, but Efran still is, and Francesca the manager too. Also got to meet Wilson and Mark.. Still great service, still my go-to T-Mobile store, thank you as always. :) read more

Nice guys, nice size store and nice location at the Rivermak area. I went there several times to check new phones and always got a good service. Last week I went to return a boost receiver since -and all be aware of this- in many apartment complexes of North San Jose T-Mobile does not get signal. It is very frustrating and there is nothing they can do. I got the cell booster for free and used for some months but no result. Other than that, no complaints, very nice folks. read more

I've been here twice, first time was to beg for an extension on my contract (WTF, right?) so I could get the discount price on a Blackberry or the T-Mobile G1 and the second time to activate the G1 I bought off of Craigslist just ten minutes before. The first time the girl who helped me was sympathetic to my stolen-phone pleading and even called Customer Care to see if they could bypass the fact that I haven't been with T-Mobile the necessary 22 months to extend my contract. Clearly they don't Care enough (HAHA GET IT?), so to CraigsList I go. The second time was just as pleasant despite the not-so-pleasant circumstance of having to buy a $200 phone because some douche decided to pickpocket me. (Okay, I didn't *have* to buy such an expensive phone, but I was bitter, alright?) The guy who helped me was professional and funny and even joked with me about how if he wasn't nice then he could expect an un-flattering review on Yelp. That helped ease the pain of having to pay for internet access on my phone JUST to activate it. Five stars for being genuinely nice, friendly people, but minus one star for odd parking and, even though this isn't the fault of the workers nor the store, T-Mobile being a pain in the ass and making me pay an extra $35 dollars this month. Pain in the wallet. WHATEVER. read more

They lied about the billing cost on a data plan, completely up my billing price by $80! They said it was going to be cheaper, with whatever tweaks they were doing, something with tax and fees a little confused but who's going to say no to a cheaper billing price? (A wee bit dumb not to leave completely understanding but damn $80! When it was suppose to be "less") Anyway... Whelp look at who got their bill this cycle and shit was flipped! Yeah no. Called t-mobile they saw what they had changed, said sorry which well wasn't really that costumer service reps fault (very sweet) And put our old plan back to what it was. This isn't our first bad experience here but the other thing was minor and didn't mess with my money so it was whatever. read more

I get it that working as a sales person your primary motivation is through sales commission. But in this t-mobile location that is all that matters. If you are buying something only then you will be catered to. I went to get help for my visiting mother in law to activate her prepaid sim card that she bought on amazon. The individual here was extremely rude when he found out that I needed help and not buy something at that point. The store was empty. So I was not interrupting him from his paying prospects. It could have been a quick resolution with a good customer experience. But I left with an unsavory experience and made a firm decision to never return to this location. read more

They do a great job here. I live just across the street and appreciate how they've taken care of everything I've needed, efficiently and with a smile, including my purchase of a new phone today (despite a complicated "return" situation). Hats off to Jordan in particular, who helped me out last week and today. Working in one of these stores can't be easy, having to deal with hordes of self-centered and/or angry customers every day. These guys know how to do it. read more

I know I have reviewed this place in the past and I have nothing to say except great job guys ! great customer service went in and got my son a data plan for his sidekick. The rep there was really helpful explained everything. So if every you need to go to a t mobile I suggest that you take time out and go to this one. Although parking can be a hassle but try parking in the garage and walking over. Ha I was amazed I called in today for sum help with my plan since I went to the website and they updated it. I was having trouble changing my plan minutes. So the Rep that i got was very helpful and answered all my lame questions Ha ha. Explained what plan would i most benefit from etc... So yup nothing but a great experience or maybe I was just lucky. Since i have read a few reviews about t mobile in general and they were not as good. read more

I signed up for 6 lines at another location, and the other location mixed 2 of the lines up. The manager here took the time to help me sort it out, and followed up the next day with a call to corporate tech center and then to me to update me. He is one of the rare ones that follow through and deliver. If i need more phones, i'm coming here to give them business. read more

T-Mobile hsa some great user plans but man I can't get jack for reception in either my house or work. So since this was near my old work, I waltzed in and tried to see if they could offer some advice. Unfortunately this is your typical sales branch that knows nothing more than selling you your phone. So I resorted to the customer service number and to their credit said they couldn't do anything about it and offered a refund for my trouble. read more

I took my mom in to help her merge her Sprint stuff over to T-Mobile and Sprint was bein a pain in the butt. Thankfully Leti was there and she helped us through this whole ordeal, offering to go get the phone we wanted from another store if they didn't have it in stock. She was amazing and deserves all the raises. All of themmmmm. Pay her more. Give her employee of the month. Tell all the Quinche faced scrubs that they don't hold a candle to her cuz she's a-maaaaa-zing. Hold onto this girl cuz she's hella dope. read more

Dishonest salesman!!! I came in wanting to get two phones on the 500MB Dataplan. Tim G. kept telling me how bad that plan was and that I should get at least the 2.5 G plan. When I stuck to not wanting the higher plan he said he'd give us the 2.5 for free for the first month. He said that it would automatically come off after the first month and I wouldn't be charged for it or call to take it off. I even clarified with him twice that I wouldn't be charged or have to call in. Just called in and we are signed up for the 2.5 plan with no note that it is supposed to be free or temporary. We're actually pretty happy with the phones and the service from t-mobile, but this salesman was shady. And 500 MB is fine since I mostly use the wifi. read more

Everytime I go into this T Mobile, I always want to talk to Stanford. He's the guy to help you out, hands down. In my opinion, he's what every sales/customer rep should be trained to be like. He is always so informative and looks out for you as a customer, which is why I always prefer to talk to him. He's concise and accurate with his information and makes any process a breeze. read more

I had a problem activating a Verizon phone on TMobile so I came to this location for help. I didn't see her name but the female employee there was really helpful. She was quick to answer our questions with a big smile. This has to be one of the greatest experience I ever had at a TMobile store. read more

If you got to be helped by yesenia, expect for a bad customer service. It seems like she's not happy with her job and she don't want to be there. Pls T-Mobile management of Rivermark, she's not an asset to your business. read more

If you walk in to this location ask for Matthew, or any other staff member he would recommend. He breaks down the additional chargers and explains how easily you can get any other item added to your bill. I've walked in a few times with my family now, even though he is busy or near closing time he takes care of you and welcomes you very well. Thanks for your great customer service! My family and I appreciate your time and patience. read more

I'm so glad that I chosed tmobil. The castumer service is amazing. They have all the staff that I need and the price is really fair. The most important the service is perfect! read more

I went here during the COVID-19 lockdown and 6 workers couldn't help me get the screen I wanted for my phone. The screen protector I had cracked and they made such a big deal with where did I buy my phone, what's my account number, can they see my id, oh wait they don't have an iphone 11 screen protector and it's not on my account??! After wasting 20 minutes I took my phone and went to the Brokaw location where I bought my phone and not only was that store more precautious because of the virus but they got the screen protector for me in less than 3 minutes. Go to Brokaw if you need anything and forget this store read more

Huge shoutout to the fine people at T-Mobile in Rivermark for excellent customer service. T-Mobile is currently offering a family plan (4 for $160) that is unbeatable. Unlimited talk, text & data plus Netflix -- no additional taxes or hidden fees. The deal is fantastic but the 5 stars are for store manager Francesca and the excellent customer service rep Chan. Many of us have older family members who struggle with technology and are unlikely to ever use those devices to their full capabilities but nevertheless enjoy having the latest and greatest devices to show off to their friends (who are probably in the same boat) -- am I right? :) Our family came in to switch to T-Mobile and while I really appreciated Francesca's welcome and Chan's efficiency and knowledgeable handling of porting over and all that, it was really their customer service toward elderly customers that impressed me. As they answered numerous questions, they remained unfailingly polite, courteous, and informative. I never sensed a lick of disrespect or resentment or impatience the entire time. Chan, in particular, is just excellent all around and went the extra mile to help a senior citizen (my mom) set up her new iPhone X and then showed her (using his own phone) the basics of navigating through the setup. I liked how he understood how elderly people are in love with but at the same time apprehensive about their own technology. I liked how he understood some people can be touchy with others handling their phones so he used his own to demonstrate how to swipe up, set up FaceID, and so on. He was warm, cordial, professional, and just the best. He was also very detailed and made sure we knew we could come back to him if we needed help in the future. Chan, I'm pretty sure my mom was ready to adopt you by the time we left as extremely happy customers. Thank you for all your help! read more

Horrible service! Wanted to buy prepaid card and don't waste moneys on shipping service from online order.... At the and I overpaid 13$ for activation fee which is free when you order online. I asked what is this activation fee and why it cost that much, did not get any explanation, and finally got charged 24$ for 10$ prepaid card. Tried to return it (untouched card), they did not accept by showing non-refundable policy et.c. Never go there! read more

i bought a temporary sim card for $50 per month, I just used 2days,then the T-Mobile sent me message said my balance is not enough,so I couldn't use data for navigation ,and late for work and....,i was shocked,then called the T-Mobile store ,they said i had made an international call. Yes, I did make an international call,but only ard 1-2 minuets , how come $50 for 1-2 minuets international call ? It's unfair. I really DON'T recommend T-Mobile.it is a money read more

0 stars would be given if possible. Francesca Rodriguez has to have the absolute worst customer service. As soon as I walk in I see employees chatting amongst themselves which I have no problem with. Now the fact that I stood there for a good 5-10 minutes before receiving any help shows how important customer service is to them. Before speaking, I expressed that I came in for one simple thing regarding T-Mobile Tuesday and they strayed away from that topic, wasting my time in the process and trying to sell me more options to my plan even though I have the most expensive one. So now I'm trying to receive the special promotion for a free towel from the T-Mobile Tuesday app. The area was really busy so I had my friend drive around while I attempted to receive the towel for both of us. As I seen they allowed 2 previous customers while I was inside, receive multiple towels for only one person being present so I thought this was a fast process. I was completely wrong. Lets start off by them having to ask for my phone number, and a lot of other information. When I went inside I seen a customer just show their app on multiple phones and receive their towels instantly. I couldn't believe what was actually happening. Couldn't understand if they were actually trying to waste my time or make a few handpicked customers angry because they had nothing better to do. Regardless the manager Francesca was the one helping me if you can even call it that. I was told that the promotion is one per person and the person has to be present. After expressing what I witnessed to Francesca she said that her coworkers are making mistakes and letting it happen. I guess even after the talk they don't care enough to listen to her and continued to hand out multiple towels in front of me. Making me feel like a customer that is not valued there, I just left and decided to head to another location. They need a new manager or give this manager a refresher course in customer service because she would fail in a heartbeat anywhere else. Went to a nearby T-mobile location and I see many happy customers to be receiving their towels regardless of how many. I asked them about it and they said that they can give it to them as long as they have their T-Mobile Tuesday app. I received my towels within seconds and was on my way. Overall my experience at this location was horrible. Will not be returning for any reason and most definitely will not be telling friends or family to give their business to this store. Do yourself a favor and go to any other nearby T-Mobile store. You will be taking a big burden off your shoulders by not going near here. read more

Two words: AMAZING SERVICE. I came in looking for a new case and screen protector for my new HTC one m8. Efrain made sure I had the best products for my needs and his recommendations were great. Since he noticed it was a new phone, he asked if I was aware of all the features the phone offered and even demonstrated how to utilize them. Afterwards, he took his time to put the screen protector on for me perfectly. He made sure I walked out satisfied. That's what you call great customer service! PS, he speaks Spanish! read more

If I could I would have my Blackberry surgically attached to myself. As such, it goes without saying that having my Blackberry malfunction is like losing a limb. And that's what I felt when I woke up one morning, and realized that the keyboard on my trusty 8100 didn't work albeit the phone still being able to receive incoming calls (without me being able to answer them... which renders the whole thing useless). So being in the area, I ran to TMobile store in Santa Clara, who had in the past helped me when my Blackberry was stolen during an overseas trip (another long story), to see what my options are. Turns out that I could get the new 8120, on a contract, and will be entitled to a full discount had I waited another month, as am still under contract. Without having to beg, steal and borrow, the sales assistant suggested that I call somebody at the TMobile call center and plead my case, which I did. Without much persuasion (monthly bill that runs in the $400 for the past 2 years was enough proof), they granted me the one-month concession, and processed my contract renewal over the phone. Next thing I knew, person on the phone told me that I should receive them in 5-7 days. At which point I must've sounded like a wounded animal (because, I simply could not afford having no Blackberry in 5-7 days....). The good samaritan on the phone again overrode the policy and got the store clerk to give me one that they had in store. The fat, embittered, old and weathered ladies at the check-in counters and in the call centers of United Airlines and American Airlines have a lot to learn from T-Mobile. read more