I just filed a fraud claim with corporate on Marcus. What happened here wasn't a simple mix-up -- it was the kind of rep-driven upgrade mess you see when someone forces promotions and plan changes the system should never have approved. He told my wife she had loyalty credits and a special promotion for a free Galaxy phone and Galaxy watch with no plan changes, no increase to our bill, and no out-of-pocket cost except a small watch-line fee. He said the bill credits would keep everything even, so she agreed to add the watch line. She never signed a single authorization. She never provided her password. She never saw or signed an EIP agreement, contract, or consent screen. All she did was swipe to verify the account at check-in. After that, they kept her phone for almost an hour while they "processed" everything. She paid for the watch line and left without being shown a single document. Three days later I checked the account and it was a complete mess. Our bill didn't creep up -- it doubled read more

I have no reception during hours of heavy use since Cellular One was incorporated into T-Mobile. Local office was no help. They said there isn't enough tower space, but they are working on it. It's been 2 months. read more

Apparently Marcus is the new manager in this store, and he is over the top in customer service. He was alone and extremely busy when we went in. He was deep in a conversation helping a new customer, clearly offering great, much needed assistance; yet he still acknowledged everyone who came in. He quickly took care of everyone, without pressure, and without rushing anyone. He has a great friendly, relaxed personality, and is very knowledgeable. You could not ask for a better experience. He is such a fine manager, I have no doubt that everyone he hires will provide, or learn to provide stellar service. read more

Terrible customer service. Did not want to rectify any issue and did not wish to do anything about our specific issue. Allowed another guest to interject to make us feel dumb and genuinely left feeling dejected. Made to feel unintelligent due to our specific issue. Would recommend skipping this store. read more

Customer service for me was ok, it was more the smoke and mirrors they are pulling that annoys me. Was told I can get a free phone (through 24 months of bill credits) with each line I picked up as I was leaving the store because they didn't have what I was looking for. I said ok, lets do 4 lines for the family. Fast forward a few weeks and I look at the bill and only 3/4 of the phones price was covered. I went in and the cs services said the wrong promotion was selected, but they can't change it and need to talk with the CS on the phone. I was like, sure. I talked with customer support, and in the end they are like, you need to either trade in a specific type of phone or go on a higher tier phone plan. The higher tier plan would charge me an extra $120 month... and I didn't have a proper phone for this other special promotion deal. If the original store rep would have told me this beforehand, I would have just gone somewhere else. Now I'm stuck with paying on 4 phones. They sell you one thing, and give you something else. F these guys. read more

The best service ever! Juan helped me out with home internet and completely set everything up for me. I was able to come home and just plug it in. Everyone there was super friendly even though they were very busy when I got there. It was around 5:30 and I even heard one of the other guys tell another customer that even though they closed at 6:00 not to worry because they don't leave until everyone there gets taken care of. I definitely recommend this store! read more

Terrible customer service and very rude. Not willing to help at all. They wanted to charge me wice for something I already paid for even though there was notes stating it had already been paid. read more

My first experience with t-mobile was the worst ever . The sales agent could not communicate very well and was upselling other products instead of addressing the needs of the customer. She spoke in poorly worded english, got my mailing address wrong more than a few times, I called back days later and was told they couldn't help me get a sim card sent to a different address, so I cancelled the order altogether. T-mobile should not hire agents who don't speak english well, nor should they be allowed to handle people's credit card information. read more

Asia is an amazing sales rep. I went in to get a phone and service and she helped me out with a smile and amazing customer service skills and knowledge of the products. Definitely asking her to help me for anything related to T Mobile. read more

Today I encountered a horrific experience with Tmobile that lead to chest pains and almost a hospital visit. I worked all night and went to tmobile to have an issue resolved with returning a phone.. the 2 male Caucasian associates ( yes I have to put a race to distinguish the person who really was at fault and not knowing his name) these 2 men helped me to no avail bit they tried their hardest whish led up to a 3-4 hour visit just being on hold with customer service in the store. It all went left when the Hispanic male began to taunt me and be very condescending and rude about the results of the phone call that he was not a part of. Even saying how I could just take the phone back and oh I guess I'm not sorry after I told him how condescending he was being. I already hadn't slept and thought this issue would be taken care if today. But the anger that I felt as he continued to taunt and make sly and rude comments as I had already experience a truly disappointing moment with Tmobile. I sat on disbelief as I watched how rude he was to a customer that he coerced out of the store so he could take his lunch. I usually don't write a review but he should not be working customer service. This happened 8/23 @500pm to better know who this rude associate was. I work in healthcare and understand the complexities and attitudes we face in a day but never should anyone be treated like this associate talked to me or the customer he was with. read more

I depend on my hot spot for internet so when my service suddenly stopped working, and 7 calls to customer service (prepaid T-Mobile) didn't fix it I finally went in to the store. Hector and Josh were heroes, they worked with me to track down the problem until it was resolved and I had internet again. They were professional, thoughtful and determined. They really saved me. Can't say enough good things about the service I got at Ukiah T-mobile - they were great to work with! read more