I had to return a home internet router & couldn't access the shipping label on the T-Mobile website, so I had to return it in person. Unfortunately the Plaza location listed on the internet no longer exists, so I came to this location. I was helped promptly, but what I thought should have been a simple drop off required a registration process & ID scan (?!) -- Thankfully the employee who helped me actually seemed to know what he was doing, but the entire process took a good 20 minutes to muddle through... Again, just to drop off a box, this just doesn't seem efficient for the CSR or the customers, the process needs some refinement from corporate. read more

Worst cell phone provider imaginable. After discontinuing service in October they continued to autopay me for 9-10 months after finding out I called to have it stopped and refunded they wouldn't and only offered two months refund. This was over 1350 dollars they owed and only willing to refund me 300 dollars. They stole my money they are not and honest company. read more

I went to get a iPhone this morning and Erika was so wonderful and helpful there was some trouble with login and she kept me in the loop about what was going on. She showed me all the options for phone cases to me and answered all my questions. She was great! There was another lady and gentleman that were very welcoming and kind! Overall my experience there was this morning was great!!! read more

This review is based off the worst experience by far, I've ever had at T-Mobile. Tbh they have been nothing but great, until I foolishly decided to walk into this location. First off, I had taken my phone to Apple across the way to have my phone repaired. I was given a loaner by Apple, and was told to have T-Mobile upload my cloud data to the loaner phone. I was initially there for about a half hour, while the employee at T-Mobile was trying to figure out how to do this. They couldn't. I just took the loaner phone back to Apple to get my old phone back and have the back glass fixed later. Luckily Apple hadn't yet started work on my phone, so I was able to retrieve it. I then proceed back into T-Mobile to have my original phone re-activated. After the second employee struggled for over an hour to reactivate my original phone, I took it back and went to the College Avenue branch. Julio had figured out the issue almost immediately. He said they had missed one important step in reactivating the phone. This really put a damper on my day. Couldn't get my phone repaired, and spent 4 total hours trapped in that mall, granted 2 at T-Mobile, and could not even get my phone repair underway. I have a 3 and a half hour round trip commute to work in Santa Rosa every day, and physically aching (literally) to at least start driving home. The whole time I was being calm patient. These employees need to be retrained. I never normally write bad reviews from some little mishaps, but this experience definitely deserves one. read more

I ordered a hotspot from T-Mobile online. The unit arrived and didn't work. I called tech support and they said the sim card is the likely problem. I took it in and they replaced the sim card. After that the performance was super slow. Tech support told me that the "Techicians are working on the tower, and it would take a few weeks for the repairs, then it would be fine." I waited the two weeks and tried again. It would not perform. I was then told to go get the unit replaced. I did. Again the sim card was not reading. sdo t hey again replaced the sim card. After about 3 to 4 weeks still no performance. After repeated calls to support they said I could return the unit and I would NOT be charged for having past the "grace period" I returned the unit and got a bill from them for going past the grace period. I called wsupport - now for about the 10th. time, and they said it was a mistake, they have someone research it and get back to me via email. I got another bill a few weeks later saying the "past due was in collections" I expect my next step is acquire legal counsel as now my credit rating is going down. Pretty sad situation. I do not recommend anyone ever use this company. read more

My boyfriend and I went into Tmobile yesterday to ask about there contract pay off they are promoting. Let me just say... we both left with brand new Galaxy s6 phones and have an unlimited everything plan!!! I went from paying an average of $250 a month with verizon to laying $173 for our plan plus financing our devices. Maria and the two other guys she was working with were absolutely awesome. Super friendly and knowledgeable. Thanks guys!!!! read more

My wife & I went in with my 2yr old daughter just to get some more info on switching from Verizon & their ridiculous prices. We then met Maria Zamora. She not only gave us the information we needed but became a salesperson right in front of our eyes. It meant alot since I am too in sales & she gave me everything I needed....in fact so well that we just got everything done right on the spot. Thank you Maria for making our switch & experience a great one with no hassle at all. My daughter loved how you interacted with her & hopefully will see you soon. Go see this woman, she knows her stuff! read more

I came to the T-Mobile Store to get some assistance for a complex family issue involving phones on my account. I was greeted by Maria, a super-nice, customer service oriented young woman, who helped me find a solution. Maria was kind, pathetic, and the best representation that the company could ask for. She had me in and out with a new phone inside of 30 minutes, and actually made my monthly bill go down. I've referred several people to Maria and the T-Mobile Store in the time since -- and will be back! read more

Went in yesterday afternoon to inquire about an issue with my sons phone. Walked in the store and there were a few customers waiting as well. Stood around for at least 10 minutes, waiting our turn. Three associates were present and not one even acknowledged we were there. I get that your assisting others, but the least acknowledge the fact I'm there. We ended up leaving and had the issue resolved at another location. If you like being ignored this is the store for you! Otherwise I'd steer clear of this location! read more

Worse place ever they lie and are rude.You make arrangements and later will not honor them.Poor customer service.They tell you what you want to hear then change on you.Would give 0 stars if possible read more

I like T-Mobile because we have the two phones for unlimited data and everything, however the only thing is that they charge you to pay online and on the phone and they charge you five dollars if you pay your bill one day late ONE DAY!!! Always check your bills because they will charge you for random things. And don't get the insurance because my boyfriend had paid his for two years and a half and when. His phone got ran over and was unusable they wanted him to pay $179 plus $179 more to the store just to get a new one. WTF??? read more

This is the ONLY location to go to in Santa Rosa! Due to misrepresentations and errors at the other locations in town my account was all kinds of messed up. Hector and Maria helped me sort it all out. These guys have almost restored my faith in T-Mobile. Thank you again! read more

My family has been with T-Mobile for 10 years and honestly they are the best company out there. I went into the Santa Rosa store to upgrade two of the phones on the account. Carmen got started with me. She was very patient and understanding. They didn't have one of the phones I wanted so they called another store to have them bring it over! Carmen helped me finishing upgrading one phone and showed me a few cases. Went back later that night to upgrade the second phone. Worked with Jose who was amazing! The staff here is amazing and King. I would definitely recommend heading here for any of your cell phone needs! read more

Since Yelp barred and deleted my review based on my mom's and I's experience with this company I will post my OWN review based on my experience! This branch is HORRIBLE! Their employee's will lie and promise "free" accessories and later on will charge you for it on the receipt, check your receipts people. I've been in here twice, the first time seemed to be great, good customer service and seemed to get the problems resolved. But after further investigation into MY bill and services the things I was promised were not done correctly. When I upgraded my phone the associate couldn't get my photos to port over to my new phone etc. Went down to the ACTUAL T-Mobile store on College Ave and the associate was able to get everything from my old phone over to my NEW phone. Remember people, this branch is only an "authorized" seller and not an actual T-Mobile store so they have their own policies and do not adhere to T-Mobile policies that you hear on the commercials or tv ads! read more

This Tmobile location is great! We were sent over from another location for a tablet they had in stock. We did unfortunately have to wait a loooong time but it was worth the wait. They treated everyone the same, no rushing which takes talent in my opinion when you see a line forming. They multi task with customers while phones are loading and they're good at it! The store closed at 9 but they waited on everyone even after the store closed. We weren't done til 10:15 but we walked out with a tablet and a Samsung Galaxy S6, worth the wait and they were still nice. I really recommend this place, I believe the girls name was Maria, she's great!! read more