Best tmobile location in the south bay. Camille, Derick and Byoung helped me with my problem and provided excellent customer service. They were friendly and went above and beyond their duty to ensure my father would receive his new phone asap. The phone is now on the way with expedited shipping and I am glad I went to this location. I will be returning in the future and hope you do as well. read more

Pathetic customer service. Went there to refer a friend and thought I'd get the unlimited LTE for 1 year for no extra charge. He told us the referral works only if you are on unlimited LTE plan and then the extra gets refunded (it doesn't, don't fall for this.....referral works without you being on unlimited LTE). All they do is act really cool and very helpful, but they really don't know anything. Please go to the T-mobile store in San antonio center near walmart, they know their stuff. read more

Avoid like the plague. Derick is the worst sales representative I've seen, snappy for no reason and ready to fight, I love T-Mobile but hate this store, never going back. Took the trouble of lodging a complaint with T-Mobile about him. read more

They are nice, but mostly incompetent. We recently upgraded our handsets. It went down like this: Trip 1: Go to store. Wait for 20 minutes until someone can finally help us. Get the handsets. Add the new service for the wife's blackberry. We want to use it now, so they charge us the prorated fee for this cycle (1 day's worth). Wait the designated 2-24 hours, but the service doesn't work. Trip 2: Go back to store before getting on airplane out of town. Turns out the sales guy gave us the wrong blackberry plan. Girl at counter fixes it, while original guy looks on rather sheepishly. After 2 hours it works. Yeah. Leave for trip. check bill a few days after return. They charged us for the whole previous month (before we got the blackberry) and the prorated fee. Boo. Contact customer service: we can't find anything wrong with your bill. Grr. Back to store. Trip 3: Go to store to point out billing error. The store staff can't do anything for us. They dial customer support and I get to wait on hold. I should have just called from home. Wife leaves store to do some grocery shopping. After 30 minutes explaining the problem with long periods of waiting on hold, the customer support guy finally figures it out and credits our account. I think they were hoping I would decide that one month's extra fee wasn't worth my time to dispute. Well, it wasn't worth my time, but it was a moral victory. read more

I just returned from this T-Mobile store and Odalis Garcia S. did an excellent job fixing my phone. Odalis represents this store very well because her customer service is great! She was very patient, intelligent and helpful. My phone did not turn on and was stuck on the T-Mobile startup screen. Odalis knew exactly what to do and now I have my phone back. Thank you so much! read more

Sorry, super late review. A month or so after this, we were still billed for about ~$200. I called customer service repeatedly, and on the 5th try, got a lady that was able to help. She told me that she would deduct the fee's that occurred while we were not able to use the line, but that she would still charge for what my friend (already on T-Mobile) had used. She did her math and told me to pay the rest. Apparently, these people can't do basic arithmetic. I calculated the fee's and she over charged us by $50. Too tired to deal with all this BS, my friends and I ponied up the cash and left it as is... read more

Very impressed with this store & staff. First off, a young man in a T-Mobile shirt opened the door for us before entering. We were immediately greeted by a young woman who put us on the queue as the store was quite busy at the time. Didn't have to wait long before Alex came over....he exchanged our old style Sim card for the mini-sim, checked that everything worked ok..... A very pleasant visit with great staff. I'm very pleased with everyone I've dealt with at T-Mobile.. Highly recommend this company and this store. Thanks! read more

I am no happy with this place and they way things were handled with my process of being transferred from sprint! First of all when I got my phone the guy working there told me to not worry any more about my early termination fee over at sprint! That they were going to Handel it and that I would never have to hear from them again! But u fortunately roughly about 2-3 months after I was with Tmobile, I get a cl from sprint telling me that if I don't pay my early termination fee, they will be going to send me over to collections!! And so I'm all confused as to why if Tmobile told me not to worry about it!! So I end up going back to Tmobile and they have me fill out a for to get the refund in the mail that is supposed to take up to 8 weeks for me to get! After 10 weeks have passed I get nothing and I end up calling Tmobile, and they tell me that I was supposed to file my from within a certain amount of time and that I had exceeded that time and so they will not be refunding me the money!! Witch I think it's unfair because if they're employe would have given me the correct information on how to handle the early termination thing I would have had to wait 4-5 months to file in my refund application!! I'm not pleased with them and I'm considering leaving their network!!! read more

For the record I have AT&T. My girlfriend has T-mobile and was up on her contract so we went to this store to check out phones and possibly renew her contract. I know how cell phone stores usually work, you walk in and browse and the customer service reps are usually helping people already and you wait your turn. So, I went on 8-30-10 around 7pm, there were 3 reps working and all helping other ppl, other than that it was just us in the store browsing. I waited patiently and the female rep, after finishing up, went up to customers who just walked in and browsing cell phone cases and asked them if they needed help. I would think you'd want to sell a phone or contract rather than a cell phone case! Then the other rep started helping other people that jus came in too. I had been walkin around the store for a good 15 minutes and been passed up at least 3 times. Customer service is extremely important to me and at this point I got fed up and just left (even though it took 20 min to get to the store). I'm not a t-mobile customer but now I may never be in the future and neither will my gf. read more

Inept employees, waste of time. I went to the store to upgrade my phone. T-Mobile was running a promotion and I needed clarification regarding how the new plans handled the grandfathered-in tablets that I have. They were unable to give me a written confirmation / email / anything tangible, not even a voice recording of what the procedure would be. And yes, it took them 30 minutes to produce this. TL;DR - this place is staffed with people who've probably worked at the shop for less than 4 weeks. They're clueless. Save your time and call T-Mobile directly. At least there you know that someone has a record of the conversation. And they're more competent, too. read more

After 5 Years With T-Mo it's Over@@@@ When T-mobile first started man it was about customer service, good prices, and helpful stores. Now I'm done with them. The customer service both at the stores and in general have faded quick. Walk in the store and it's like a bunch of grease ball used car sales men going for quick sales and straight for the $$$$$ They have gotten in the business of screwing people. Nuff said. Never coming back. read more

Our smart phones are getting old and dodgy, so we figured we would drop in on a Sunday, look at the shiny new phones, and spend a pile of cash on upgrades. Whee! It was so much fun to see all the gadgets and gewgaws a few years ago, we were looking forward to more of the same. This store aspires to the minimalist design aesthetic of an Apple Store, but manages instead to capture the minimalist aesthetic of a Soviet Grocery. The space is mostly empty, and bare, with propaganda posters along the walls. In a few corners the customers can huddle around tiny kiosks to which are bolted the few device options. The staff would be happy to answer questions, but you can tell they would rather be at home on a Sunday watching the game. We figured we would trek up to the Mountain View store, which we had enjoyed last time, but it is now just like the Sunnyvale store, but with an extra does of claustrophobia. I can't tell if T-mobile has hired a really terrible design team to redesign their stores, if they've just given up hope entirely, or if smart phones are no longer new and cool but now commodity items like toilet paper, to be observed at a distance, not to be squeezed in-store to gauge their lovable softness. read more

Absolutely a prime example of terrible customer service, cooperate greed and the farthing trend of dishonest and bullying sales tactics. I truly question anyone giving positive reviews to T Mobile.. I believe these positive reviewers are linked to the store some how. So what does this store do and what cooperate probably tells them to do? - They come at you all friendly as usual and over do the "I'm your friend" act. -They push you to the most expensive devise which is what you'd expect but when you tell them what you are looking to get out of a devise they still lead you to the hot popular and pricy items. - Once you they pick a phone for you, all of a sudden 2 or 3 employees are "helping" out of nowhere and while they are playing with the computer wasting time and saying things like, " oh this computer is acting up, being slow, oh I have to redo this all over again; whats really going on is the extra people are hand picking accessories and placing grossly overpriced screen protectors on your phone without telling you they are doing it but they sure as hell charge you for it all. SCAMS, LIES AND DECEIT !!!! So the phone I got was a Galaxy note 4 and the camera is busted and doesn't work. I have called so many times about it and they insist that the sales person who sold it to me has to take care of me but I can never find her or she never seems to be at work. So if she quit I'd never get it resolved??? So the camera issue is a factory defect and the manger over the phone acknowledged that he was aware of it. So I have had it for about 6 moths and my camera doesn't work and it seems that they will never tend to it. They lie lie lie and force items into your bill whether you want it or not. And they don't tell you that anything you buy, they not only over charge but they continue to charge you for the entire year. Cheats cheats cheats!!!! At what point do a collection of people take a collective action against these thieves? read more

A HUGE thank you to Marcus at T-Mobile on E El Camino! Our phone was stolen, but Marcus helped us figure out what to do. He was extremely helpful and worked everything out with us even though we had to stay after hours. He took the time to understand what was going on and reassure us that everything would be taken care of. When we had questions after the fact, he went the extra mile to call customer service for us and find out the answers. read more

I have been here a couple of times, whenever we need to get a prepaid SIM card for visitors and have always had a good experience. The staff is friendly, and service is quick. All our questions are answered, and the team ensures the new SIM card works well before we leave. read more

These guys are extremely disorganized and stupid. It would be easier to interact with a robot phone customer service. I was trying to return T mobile hotspot equipment and they refused to proceed with the equipment return because my name on my drivers license did not match the exact name they had on file. Despite that the actual account name does match. Is this some kind of fraud screening activity? They are trying to stop fraudsters from giving them a free return service on their equipment. It's not like the serial numbers did not match the registered serial numbers in their database for our equipment loan. read more

This store has always been a huge help.. But I do remember one time a man there didn't do much at all for me.. I've been with T-mobile about 5+ years I think now.. I have two lines and thought, I'd come in to get a deal with my account or phone whatever.. That guy checked my account and said what it is.. I can do this and I'd pay more but that was it.. Never really explaining or trying to convince me to switch to a better plan, which I found out later there were better plans.. Yes, he wasn't trying to sell me anything like a typical sales person but nor was he trying to help me.. But decided to come another day that same week, an awesome girl named Gurvir Gill aka GiGi lol, she was very helpful and easy to talk to. I rushed in there before my last minutes of lunch, asked her what I can do to get a new phone and she looked at my account.. I had to go back to work and told her I'd be back.. She gave me her card and by the time I came back there, she had already setup a plan that would work for me and a new phone with a much better rate plan! read more

The "greeter" here made me feel sub-human, I have never felt more ignored in my life, literally in the middle of asking him a question, he walked away from me and not only started talking to someone else, but was rude to me when I repeated my question. Come here if you want to have your humanity insulted, this place will suck out your soul and tell you it was all your fault to begin with. Worst customer experience of my life, literally, no exaggeration. read more

Excellent customer service. I love coming here because of how helpful and knowledgeable the employees are. Usually I ask for Sollay or Byoung because they're both super savvy but there's another dude that works here that's great too. I just forgot his name. Also, there was a lady with long golden-blondish hair that was super nice when I came in just to ask about the launch of the Iphone. Sollay today sold me the phone in theory bt my husband decided to go to the T-mobile location in Santa Clara. That was a bad idea since all the employees were rude and I don't believe they deserve the commission by selling me the phone since Sollay and Byoung talked me into buying it, I used to buy phones from Byoung since he worked at the location by De Anza before it shut down. He has great customer service and people skills. Although, the last time i came in he looked like he wanted to shoot me because I talk too much. I'll give him benefit of the doubt though because he's put up with my stories and non-stop talk for years now. I really clicked with Sollay cause she's friendly and helpful. She also gets her nails done at a really cool place by my old house, she's really humble too. Most of all the employees at this branch are down to earth and chill. All T-mobile customers should upgrade or purchase new phones from this branch if you want the red carpet treatment. read more

Pleased... Always I have always been pleased with this location... Amazingly this is why I miss Sunnyvale, maybe it's because people know me around her I don't know but this ones customer service is top notch read more

Cancelled service a long while ago still receiving bill over 100.00 now told no cancellation fee upon cancellation I will be contacting fcc

My experience here was great. I got a new phone and needed to get micro sim card. I wish I could remember the names of the guys that helped me! They were two tall, brown-haired dudes. Anyway, they got me my sim card and then proceeded to help me transfer all my contacts, activate my phone on itunes, AND run into the back to find me the last iphone4s anti-reflector sticker AND put the sticker on for me. I got everything that I needed done and felt like I should've paid them or something because they did so much stuff for me. Definitely go before 3PM or else it'll get pretty busy! read more

Horrible experience . I can't believe they let my friend leave with tears cause the way we were treated . This store use to be so good with an awesome team . Now they have horrible people working and the Manager a Lady wasn't even ready to patiently listen to what we wanted to say instead she was screaming " what happened how can I help" . They seem to be very racist and seriously u make a customer cry by treating us so low ???? Never going to this store again .! And they seriously need to learn how to respect and treat customers please . read more

Walked in and immediately was helped my the store manager Jose! I was having some issues with my account and he was able to sort them out ASAP! He was very sweet and answered all of my questions. Great customer service!!! Highly recommend! I had AT&T before and since I switch I save over 130$ a month for the same services! The coverage is great I never have any issues! This store is very close to my work and it's ideal for me when I go in during my lunch break! It's an in and out thing! The store is always clean and the times I've been there never had to wait for more than 5-10 mins. read more

The first time I went here, the service was very bad, and the staff was not at all helpful. This time was exactly the opposite. I was helped immediately, the staff was friendly and communicated well. I had a difficult issue that was caused by another tmobile store, and they helped me resolve it within a reasonable amount of time. read more

Inept employees, waste of time. This place is staffed with people who should not have been hired in the first place. They're clueless. Save your time and call T-Mobile directly and if possible switch to other providers. T-Mobile corporate office should take action by replacing with better customer support reps before its too late. read more

Buyer beware: T-Mobile charges restock fees proportional to the cost of the device; which you only see after they print the receipt. Alex was extremely unhelpful in disclosing this information before my purchase; he said I could try out the iPad and return it with a FULL refund if my disability restricted me from using it. Instead they charged me $40 to "restock"; restocking is and always has been part of trustworthy businesses, charging for it without notifying the buyer before the purchase is shady business. read more

Last week I went to T-Mobile to buy a hot-spot for my work. As a teacher, I became very frustrated because the school where I worked can't provide internet access to work preparing my online classes. I came to talk to Kevin, one of the customer service representatives; he was able to calm me down by answering all my questions and offering me all my options for the hot-spot gadget. Still, what I most admire about his performance, it was that there was not a hot-spot at this store, so I was going to drive to Cupertino to get it from another T-Mobile store there, but I didn't have the time to do that because I had to go back to work. Kevin offered to get it for me and bring it to the Sunnyvale store and suggested me to come back after work. I did, and now I have the hot-spot. read more

An unusually spacious location and long business hours for a cellphone shop. It's easy to browse around even during COVID-19. Staff got me what I wanted as soon as I was ready. read more

Came in today to switch from Sprint to T-Mobile! Had a great experience with the manager Sal, and the Mobile Expert Rod! Been with Sprint for 10 years, so happy I finally joined T-Mobile, they are saving me a lot of money!! This Sunnyvale location is the best store ever! read more

I wasn't too sure about T Mobile but Andrea was so helpful when I went in to switch carriers. The service she provided was above and beyond. She is awesome! Even Alex there was super helpful as well! I would highly recommend! read more

Good customer service here, and friendly people. It seems to be very well staffed as well, so waiting time isn't too bad. I am a big fan of Leo, one of the guys in charge, and he has helped me with a few things about my phone. They have pretty much all the popular options for TMobile phones and cases, and other accessories, and you are likely to find what you are looking for here. This store is poppin' and one can't say that about Verizon anymore. read more

All the associates in this store are so rude and they don't provide customer friendly service, I never want to go to this store again, I rather go 20 mile away than going to this store near to my house. Worst service. No starts they are not professional, Terribly slow, they are racists. read more

The representative here is so rude! Worst customer experience ever. Don't let Emmy Pham help you, you are going to get insulted like "want an iPhone 6? Go to Apple store and buy one! Why coming here?" If T-mobile really want to compete with others, train you customer representative to be humble and respectful rather than arrogant and condescending. As a customer, I DO have a choice and you are off the list. read more

The woman that helped me was very RUDE! She had her face glued to her cellphone when her co worker told her that I was there to transfer my phone to another phone. She then told me she could not help me because I was not a registered person on the account. I then asked her some questions and she didn't even LOOK ME IN THE EYE and her face was again on her phone and answering me while looking at her phone. RUDE AS HELL. What is wrong with this place?! You can tell these people do not care about their jobs and/ or are not trained properly. This person would had been fired anywhere else. read more

Came here to just refill my account at 8.15 pm. There was a huge crowd in the store, LEO a retail associate wrote down my name in the list, told me it'll take about an hour. I went out of the store to eat, came back just at 9.01pm (store closes at 9 pm) but there were still some people in the store. He refused me to enter the store! When I called out to him he told me that I can't count on my name being entered in the list if I walk out of the store! Pathetic experience! :( read more

I would give them a no stars if that was an option. There about 50 retail associates standing there and no one was willing to help. They're rude especially "Boyong" and "Leon" was promised a discount over the phone with customer service then went to store and said no, not possible. I only go here because this is the closest to my house in Cupertino. read more

It wasn't a good experience! It was very very horrible ,bad costumer service! This guy wich name was TU at the store in Sunnyvale Ca.He treated me like I was stupid! What !!!!was so hard to understand that I wanted to buy an iPhone and that I did not want to buy the phone in payments. I wanted to purchase the phone and pay the whole thing. And he kept repeating himself like if he did not understand.At the moment when he gave me costumer service he explain to me the plan.But when I did not understand, he fround and said a bad word. It really made me feel uncomfortable. I will never go back to buy anything:( I felt very disappointed ... I was so exited to go buy my new phone, but this guy ruined it with his attitude. At the moment I did not complain because , I am not a person that likes to complain. But I left very sad instead of happy :( read more

I was a little sketchy about coming to this location since I seen all the bad reviews, but it was the closest one to my work, so I decided to give them a try. 4 years with T-Mobile and I have to admit, I am not their easiest customer, but they have provided me with nothing but headaches, trouble, complaining, and bitching. I attempted to report them to BBB, but decided to send them a letter regarding my concerns, to which I was never followed up on. Such horrible service, that when I do call customer service, its AUTOMATIC I am already in a bad mood. Anyways, having extreme difficulties with my G1 phone(old school I know), customer service said they would send me a replacement phone(my third one) and a new battery(I had the original since 2009 in good condition). "We cannot process both orders in one day ma'm, so please call tomorrow and tell customer service to process battery order, complimentary on us, and I will put a note on your account." She said. So I called the next day, a gentlemen said, "ma'm your warranty on the battery expired 5 days ago. We cannot process this order unless you pay for it. I don't know why the miss said it would be complimentary." Now, I started to get pissed. I just hung up on them, and said "fuck it." Got my new replacement phone, and now this one wouldn't charge. When I put it on the charger, it would drain my battery instead of charging it. Called customer service again, to which I was informed to go into a T-Mobile store for troubleshooting. Came to this store, and was helped by Fermen. I explained my problem, and told him after my contract was up, I was no longer continuing business with T-Mobile. He expressed his concern, to which he gave reasons as to why I was receiving horrible service over the phone. And then, he replaced my battery with a new battery ($50 value) COMPLIMENTARY. This is the first time in 4 years that I have ever received top-notch customer service from T-Mobile. I'm glad I did choose to stop by this location! Thank you very much Fermen. You just helped a customer believe that maybe this "so-called ranked highest in the nation wireless provider" isn't so bad afterall. read more

Terribly slow. Staffs do not look professional. I don't want to describe more. Yelp would not let me upload with too short comments. So keep writing here. Why the world just cannot be concise! Thats prob why this T store is terribly slow. read more