ZERO STARS !!!!!! I actually opened a YELP account just because of how bad T Mobile is. These people are total crooks. they need to do an investigative report on this company and their crooked lying employees. I'm contacting the Better Business Bureau, Consumer Affairs and the local news investigative reporting team on this store and their actions. They moved frantically and made things confusing by having multiple people involved, this is part of their scheme. They play a bamboozling game and lie and cheat you out of money!!!!! Scammers!!!! Here so the list of things they have done to me and other customers. 1) forced a "free" tablet on me and insisted that it would cost me nothing... they are charging me a fortune for the use of the stylus that comes with it. And when I said I would return it they said they would charge me full price and they would keep the devise... um excuse me? 2) they are charging me a monthly fee for the clear protective covers on all of my devises even though I did not ask for them nor wanted them. They placed them on my devises without me seeing and then charged me without me knowing about it. 3) They continue the charge for items that have already been paid for in-store. 4) They cancel your employee discount without notice and nowhere at anytime did they tell me it has to be renewed every few months. 5) lept my old phone and never put the cost of it towards any of my bill. 6) They promised me that they knew what they were doing and were going to transfer all of my contacts and photos to my new phone but instead lost all of my contacts, texts, voicemails and deleted all of my phones including all of my recent vacation photos that were not backed up yet. When I warned them that the photos were backed up they said " don't worry we know what we are doing, nothing will be lost". These people are crooks and they are not getting any more money from me. i suggest that anyone else who has had issues with them join together to stop this terrible thing this company does. read more

Went to the store to get iphone 6 and port my number... While I was talking to assigned rep., this guy(Adam) who was attending another customer jumps right in and while yawning says "we don't sell iPhone to non T-mobile customer" without even considering this could be your new customer..forget about it if you don't have manners you shouldn't be behind the counter attending customers read more

They suck. And the customer service people are always either stoned or just lazy as all he11 because it takes an hour for them to just print a label or do ANYTHING at ALL. I hate Tmobile. Makes me wish I had Metro, which I feel is a very pathetic reflection on Tmobile. read more

Shady characters here. I got great service from Gigi, she goes above and beyond for her customers. We wanted to thank her so we went and bought her a coffee and gift card. When we came back we found out she wasn't feeling well and was in the back. We waited for her for a bit but finally decided to ask her coworker, Ferman, to pass along the coffee and gift card. She got the coffee but the gift card was never given to her. Very disappointed that she did not receive the token of appreciation we gave her. read more

I've had good service with T-mobile as a company, but this is one of the worst stores I've been to. I bought a new phone and one of the employees lied when she said that my text messages from my old phone were transferred to my SD card. Now I'm out almost 2 years of text messages and the managers won't compensate me appropriately. I would avoid this location at all costs if you want good, competent service. read more

This is the worst t mobile store I have ever been to in my entire life. I have wasted hours here just to get an iPhone 6 for my mom. I recommend people to never go there. Customer service is horrible. One day they say something and other day they say something else. Emmy Pham has no idea what she was doing. I hadn't been this mad in a long time!!! I am never coming back here. I didn't even get the free stuff she told me that I was getting.If you are ever there only see Emmanuel !!! read more

I'm absolutely disappointed with their service. (1) I registered for a family plan for 4 lines (https://www.t-mobile.com/cell-phone-plans.html), with $160 per month. And I set up automatic payment on their website which claims that I'll save $20, which means each month I only have to pay $140 + tax (The tax should be about $20). (2) However the guy in the store set up the wrong plan for us and the stupid T-Mobile has over-charged me for 3 months!!!!!! Each month I was charged $180. I contacted them for 3 times!!! Each time they apologized and returned the overcharged $20 to my account, and promised things would get fixed in the following cycles, but then they kept overcharging me again!! (3) After the third time I contacted them, I also went to the store to ask about this issue. I got the answer saying the next cycle should be fine. But aha, today I received the bill for the next cycle, and found they're still overcharging me. (4) I've no idea why they're so confident to charge me more than they promised. Their service is absolutely not as good as when I used AT&T. Why? My phone gets very bad service in many places!!! You'll never be able connect to the Internet or receive phone calls normally in 99 Ranch Mountain View and Cupertino, local lucky stores, and in many garages with T-Mobile, which never happened when I used AT&T. Conclusion? Disappointing and unreliable. read more

This store need to evaluate and re-training maybe some employees. Went inside and nobody greet you, then a guy ask me if I need help. I said yeah, looking for Samsung note. He pointed the phone then left. "really" can I get some help here. Oh sorry he's to busy yapping with fellow co-worker with some BS. read more

I had an extremely positive experience at this store, thanks to John - he had infinite patience with me and helped me set up and transfer all the data from my old iPhone to my iPhone 11 Pro. Thank you John! I keep coming back to this store for help thanks to the excellent team that works here. read more

I saw the mediocre yelp reviews and mistakenly assumed that it wouldn't matter that much for switching service (from Verizon) since we knew what we wanted in terms of phones and plans - but I was wrong. I suspect experiences vary a lot with who you get, but we did not have a good experience at all. An employee on the phone promised to set aside a phone for me but didn't - they didn't have it when I arrived. The girl who was helping us was trying hard, but her manager did not seem to be very customer oriented or accommodating. In the end we got frustrated and left. Ended up getting our phones the next day from the Campbell store, who were incredibly helpful. read more

Shysters! Will say anything to get your money! 1. Told I would get a substantial discount for working at a major tech firm, but never got it. 2. Told that paperwork I was signing that looked wrong was "in transition because we always have new plans coming out - so don't worry about it" - regretted that later. 3. Told my bill would be $75 for month; it ended up being $135. Finally reached a competent employee at corporate who dropped it to $105. Really not saving over my old Verizon family plan. 4. Charged $35 for simple protective phone skins I saw later on Amazon for less than $10. 5. Told I would get a $200 phone rebate for buying an extra line but they later denied all knowledge. 6. Had to wait weeks to get the last phone that I ordered. Stay far, far away! read more

I love coming to this store! I see all these bitter posters complaining about the most stupid stuff... if you see stuff online, why come into the store then??? I once had my sim card cut and it messed with my connectivity as well as my network, hence why they do not cut it in store any longer. The SALES employees have always been very helpful to me, of course they try to sell me stuff, I walk into a SALES STORE. Smh, people are so self righteous now a days... Lol I'll come to this store over any store. read more

The remodel is horrible. Customers have no where to go. Every one is huddled over each other. Customer service is just okay. Don't think I will be back. read more

Summary I will not recommend this store to those my friends I'd like to keep. Otherwise it is one of the best way to unfriend somebody. It is even easier then on facebook. Just send them to this store they will selfunfriend. One thing: make sure that people you send there are smaller then you and/or less skilled in martial arts. My experience: 1. Personal lied to me while looking directly into my eyes. 2. Personal is truly and fully incompetent in the product they sell. 3. T-Mobile pays those guys but will not take responsibility for their words unless you records them and go through all the troubles suing them. Story I needed to travel abroad. My current phone does not support EU networks. I called to this store and they told me that they have plan that will work in Europe for pay as you go. I came to the store just to find out that they don't have an international plan (huh?). But they told me that regular plan will work for me I would just pay roaming fees. For lack of time and options I oked that. The person told me that I needed to buy a $70 - $100 plan so it would be enough to make reasonable amount of calls at $1.49 per minute. I bought $70 plan. Guess what? The roaming fees are not charged against $70 and you need to pay separate sum for that. Why did they sell me $70 plan? Well they probably got commission. When I call to T-Mobile it told me that those guys could never possibly told me that so T-Mobile can not do anything. So the result is I paid $100 for 5 minute call and 12 text messages. Conclusion Cheap company does not mean that you pay less. You are just told that you pay less. However you can use the store as free (for you) self unfriend service or as a prank. BTW. the coverage SUCKS. In Dulles International airport I could not make a call. The data is very sporadic and mostly below not even 2G. So I guess T-Mobile like their front stores - sucks. read more

WORST store horrible customer service .... The people that work here are extremely RUDE Make you wait for over a hour & still cannot Help will tell you to come back another day So some one else can take care of you The workers here are Stupid & totally Retarded... & above all Insanely Arrogant !!.:. They just don't care about customer service ... Avoid the store...you can find another store that cares about Customer Service ... read more

Suppppppeeer Late on this but I just got my iPhone 6+ and my girlfriend did the services just a day before I got my case. She had a great time getting the phones, very helpful, quick and easy. She didn't get me a case so I stopped in the next day with my friend and was helped immediately by "Koi" (I hope I spelled that right) he was helpful since I did let him know I only had couple minutes for lunch. And got all the cases out so we can try out on my phone. The system was down but did a manual transaction in less then a minute! Awesome service! read more

Went in to buy new phone, like most people do when they go to a cell phone store, 1 hour and 20 min wait for anyone to even help me.... Absolutely ridiculous maybe if your employee wasn't outside in the parking lot vapping near my car in his T-Mobile uniform the wait time might be a little less. Won't be back. read more

Very bad staff working there they don't even know how to deal with people I'm not happy with them is like they were doing me favor dealing with me dude is your Job to help me out and answer all the questions I have to ask. if I don't give you Business you will lose your job so you guys better have good attitudes and customer service . read more

Great experience . . the assistanct manager was determnined to help me solve my battery problem and went above and beyond anything I expected. Thanks read more

I went there buy to new i phone 7 plus we ask for plans we ask for insurance plan theris one lady she said why your guys interested in insurance she say you have to go apple strong.fukk this is no good fuking sarvice. Your job is provide information about t mobile plane who are you decide where we to go and buy. .... read more

I had worst customer experience I have ever got. I am t-mobile customer over 9 years and recently t-mobile signal has become very very weak and I can not hear anything at home while I am using my mobile at home, when I approached the store and asking for enabliing wifi calling they said they can not enable wifi calling unless the phone is bought from t-mobile, this is ridiculous. When I asked about the signal at my home I was told they can give me cell spot which may boost my signal at home using my wifi, and they asked me for a security deposit, I asked them I am a loyal customer for 9 years and asked for waving of the security deposit, he said I am t-mobile employee and still i pay for this? His answer so rude I felt like why I was using this kind of a server provider for past 9 years? I would never ever go to this store again. PRao read more

Charles helped us create a new T-Mobile account and transfer over lines from Verizon and Sprint. Our situation was a little complicated but he was very helpful and patient. I asked a lot of questions and he did a great job getting the info I needed. read more

This review is for Marcus C. He was very patient and took his time with explaining pricing and all the details. We transitioned from Verizon and he made it so simple in a short period of time. Excellent customer service, competent, connected with us as soon as we walked in the store. We were very impressed! My sister and I are very grateful. Thank you very much Marcus for making this a memorable experience! The rest of the staff was friendly as well. read more

The manager of this branch was very helpful but I got surprised when the guy that was going to help me was the former supervisor John in Mountain View store. John obviously was promoted and tranferred to Sunnyvale store and is now the assistant manager. I was ready to walk out due to apprehension this man created when he dealt with me at the Mountain View store. My experience from John was that he's very rude, was not very helpful, and was accusatory. I was trying to fix my phone bill and was asked to return two times so I could get a chance to talk and explain what the sales associate told me initially. I don't know how T-Mobile got JD Powers trophy for excellent customer service when their own management were not customer oriented. I can see how the people/staff from the Mountain View store leave because of the rude lady manager. read more

Went in to purchase a prepaid SIM card. Byoung was very helpful and polite and explained me the all the terms and answered all my questions (and I had a bunch). Another plus is their hours - the store is open till 21-00! I came by at 20:45, no crowd, no line. read more

this location is great! Samantha helped me pick a better rate plan and i saved money. she is patienct and nice:)

Ask for Tyler great customer service! Patient fast and easy to ask questions. Highly recommend him to anyone new to Tmobile!

One name..Fermen! He took care of my frustrating issue because it was not explained at another store. I always come here even though I don't live in the area, AND the wait is never ridiculous like at other places. Grateful customer! read more

I had such a positive experience at Tmobile today. Roland was amazing! His kindness made me feel welcome and his out-of-the-box thinking helped me save money. I will always visit this location in the future! read more

I went here because my bf always has to go to the farthest location possible and then tells me its the closest. Anywho, it was really nice and the people are really nice and helpful. Iwould go there if i was in the area read more

Had gone in for some accessories then noticed their new @home service for 10 bucks a month. Looked like a good deal and went for it esp. after the saleswoman told me there was a $30 rebate. Moreover she said that since they didn't have the forms in the store she was going to put a credit request in for the $30, which would show up in the next statement. Well that statement came in this week and no sign of the credit. I called customer service and they said they have no idea what $30 rebate I'm talking about. They suggested I call the store back and check. Then I tried calling the store and it took me like 4-5 tries to get through. Then when I did get through, the girl at the other line asked for my number hurriedly and said that she would call me back later. At the end of the day, nothing! Overall T-Mobile has provided me with good service and their @home service is pretty good. But this store seems to be full of inexperienced salespeople who provide misleading information to customers. read more

Don't go on a weekend if you can help it, the lines are long. I never have to deal with the business parts, my phone is a gift from my son who pays for the family plan. But I've been very pleased with the help I have gotten here - Byoung especially . One of the reasons the lines move slowly is that they make sure you're satisfied before they take the next customer - that, and the company's stupid huge amount of paperwork and inefficient procedures. We're all tech geeks in my family, so I'm usually able to size up a customer service rep's level of knowledge before I let them do much - it helps to insist that they tell you what they want to do with your phone before you let them do anything. But as for the business parts - I'm glad I'm out of it! read more

Very pleased with this particular T-mobile store!! I have been having issues with T-mobile for the past few months. They created a duplicate account without me knowing, and it was creating a lot of issues! I couldn't use jump to upgrade my phone, and I had a past due amount that wasn't supposed to be billed. I called 611 five times, each time at least on the phone for half an hour. I've also been in the other T-mobile locations four times, each time 1+ hour in the store! They keep telling me they can't fix their OWN problem that they created. But I walked into the Sunnyvale location, and they helped me fix the problem the first time I walked in! I was on the verge of cancelling my account, but left more than happy! I wish I went in this store in the first place. Apparently they are an official T-mobile store and work directly under T-mobile, unlike some other locations. I'm giving all five stars, because while I was waiting I noticed that every customer that walks in gets greeted immediately, despite how busy it was. The overall mood of the employees are above average. The associate that helped me was extremely patient. read more

this place SUCKS never going back canceling my service ! this store has the worst customer service don't buy any accessories ! they will rip you off read more

Great service! My old phone went on strike and stop sending pixs... Well... I gues I am old fashion and I like fixing things instead of buying new... I went to this store and one of the guys in the store fix it...Took him some time (old keypad!) but he did it with smile on his face! read more

I'm a bit confused why such a low overall rating compared to other T-Mobile stores in the south bay. My experience was top notch and both Charles & Carlos helped out tremendously as I transitioned 4 lines over from Sprint to T-Mobile (even though 2 of those lines were technically opened through T-Mobile's website before I came into store). Charles made it extremely clear what the cost structure was for the T-Mobile ONE plan and all of its features. Having competitive, clear and concise cost structures is so refreshing compared to the cellular carrier I was with for 6 years prior. At the time, T-Mobile was offering BOGO deals on the iPhone X, iPhone 8 Plus, and Samsung Galaxy S8. Carlos helped make the submission process really smooth, and when I had to swap out an iPhone X for a new one a couple weeks after I started my plan (no fault to T-Mobile but rather just getting a defective Apple iPhone), Carlos redid the redemption paperwork with the rebate department to ensure that I still qualified for the $700 debit card. He shot me a txt message the next day confirming that it was completed successfully! What amazing customer service. I had to come into store on numerous occasions, and there were always a few people around to help so it was never a long wait. Looking forward to being a long time T-Mobile customer. read more

I went to this store because when i called t-mobile, they asked me to take the phone to the store to activate it. when i reached there there were 4 people of which one was browsing the store. I waited in a que I made .As soon as the Manager was done assisting the customer ,I walked in and he immediately said " there is an order for the Que" and asked the other guys if others were being helped.. he would not acknowledge me at all and walked away to help the guy who was browsing the store.. I waited for 10 more minutes and another associate was done helping , I walk forward and he again say there is a wait line.. (I looked around and found no one in the store)..at this point I lost my temper and told I have been waiting here for long.. then he tells me as a courtesy he can help ..there was no one waiting to be helped in that store.. It was the worst customer service I have encountered in a t-mobile store..I always went to the valley fair store and was always helped in order..and fast.. very very disappointed.. read more

Contrary to other people's reviews. I received excellent service at this location. There were three or four different employees that were kind ,honest ,and courteous .tripping over themselves to help me. I would definitely recommend this location.and I would definitely return to this location if need be. read more

I had a great experience at this T-mobile last Thursday! The day before my contract had ended with AT&T and i wasnt very happy with them.. I didnt even get good service in my own house. I heard from a friend that T-mobile had good prices so i decided to head over on my hour lunch break. I was shocked that i was able to go in there, tell them what i was hoping to achieve and received exactly what i wanted in 30 minutes. I wanted a cheap, no contract plan, without having to buy a new phone and spend tons of money that day. Im now only paying 60 a month for unlimited talk, text and 3gigs of roll over data (which is so awesome). And i didnt even have to deal with my credit being checked, or being pressured into buying a new phone. Nick G helped me get set up and on my a way back to work. Super nice, knowledgeable, and great personality. AT&T gave me a really hard time when i was trying to transfer my number over, so i ended up with a 669 area code, which i really didnt want, but Nick told me if i called him today he would make sure to get me a recycled 408 number. It made me happy today when he so quickly had my number changed to 408 area code, and all without me having to go into the store. I definitely recommend this store and T-mobile in general. I feel that Nick went above and beyond to give good customer service, which i totally appreciate. Im super happy with service i have received at the store, and very happy that i now have reception in my own house. :) read more

Good, fast service. I had to port a number and their call center rep bungled it. But in the store, they did it in 10 min and the porting was instantaneous! read more