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February 2024 by BILLY ELDAM
This store is embarrassing for T-Mobile.I have worked for this company in the past that being said it’s disappointing seeing such horrible customer service being given at a corporate location. A company that prides itself on being the un ‘carrier’ is failing short big time. I came in to do a simple sim swap, fix some problems on my bill and add 3 lines with Byod devices. Unfortunately I didn’t lead with line activation because as soon as the rep heard simswap they wanted me out the store. After giving them my ID they said they could not help me because it was expired. The person helping me had no empathy and immediately told me there’s nothing she could do, no recommendations to call customer care, no mention of alternate IDs, no care. So I asked to speak with the manager, this is apparently the wrong thing to do because the manager was to lazy to waddle over, she preferred to chuckle and say not doing that in the most unprofessional, childish way. Have some class, walk over like a professional and give someone respect. Once she finally came over as I will not respond to someone talking to me across the room, she accused me of fraud . This place is a joke, the staff is rude. The only person that stepped up and showed any care was Jesus. He said he could sell me a SIM card and I could call customer care. At the end of the day I’m taking my business to another carrier.Miriam I hope you see this. I hope upper management puts you in training to better your customer service skills. Points you should work on-professionalism’s-customer de-escalation- empathyAlso learn other ways to assist customers without accessing there accounts like educating them on ways to help themself online or via customer care on the phone.
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February 2024 by carlos rivera
Service as responsive as TMobiles 5g signal. None. Not even a “hello can you sign in we’ll be with you….”
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February 2024 by Gregg Crandall
Had the great experience of meeting “Jesus”, my new TMobile representative… and just switched from Xfinity Mobile. Jesus took most of his shift assisting me in bringing 4 lines over, porting 4 numbers and purchasing a new phone. He was very patient with my tons of questions, and was very professional. He helped me with all the promotions to make sure I received everything available to a new customer. Jesus showed me that he truly cared about his customers and his work product. I walked out as a very satisfied new customer! Jesus… can’t thank you enough Sir! Great work and TMobile is lucky to have you representing them.Gregg Crandall
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February 2024 by Marc Requilman
T Mobil is the worst. Price is high service area isbaweful. I get bad signal everywhere, specially in Marin. The people at the store are very nice and helpful.
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January 2024 by Sandy H.
My husband and I were in the market for a new phone and service provider. We added T-Mobile to our list of servers to check into and see what they could offer us. Although I am rating the business 5 stars, it was mainly due to the customer service that we were given by employee "Bella". The first time we went into the store, their system was down preventing us from signing up at that time, (what's up with that, how do you do business like that?). Since Bella had been generous with her time and answered all of our questions, we decided we would return the next day and to ask for her for further assistance. Bella was very friendly, personable, and professional and made us feel at home and like a valued customer. She was also very knowledgeable with the products and got us set up prior to us leaving. My experience has been in the past with sales reps, that they do the bare minimal and let you figure it out on your own. Bella was not like this. She set us up with the new phones and even told us to call her anytime if we had any problems or questions. She is truly an asset to the company! The only glitch that did not make me too happy was that T-Mobile advertises that if you still owe money on your current phone, they will pay it off for you when you sign up with them. Of course, this does not apply in all situations, (always the case) and of course, it didn't apply to us. Not too happy about that, but Bella made up for it times two!!!
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January 2024 by Esmeralda Muñoz
It is unfortunate that being a multi billion conglomerate phone company they have terrible customer service at no fault of the employees.This company does not hire enough people nor pay them professionally.It would be great to get some competition and turn to companies that appreciate and serve humans instead of diving into AI.
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November 2023 by Jay Alenoid
Had a very horrible customer experience with Lupe. She would always respond with sarcastic remarks with my questions. When I asked about details about my bills she responded: "You should know about this already." When I asked her about how much the price of the phone in the store she said: "Same as the price on the internet. You are better off buying the phone there than here in the store." When I asked her about helping me set up the new phone I bought she said, "You don't know how to do it? I am busy with a other customer. They were just on a phone call that's why I am able to help you." The remarks comes with eye rolling, very annoyed voice, and body gestures suggesting sign the paper works already so I can move on with my life. I did asked for another representative to help me, but she insisted on everybody is busy and that she is the only one available. There are 3 other T mobile worker on the site that time. Would now recommend anybody doing business with Lupe.
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November 2023 by pegatraju siva
Worst T Mobile store I have seen last 13 years. Very Rude response by people working over there. I transferred a number in this store on 9/16/23 which they could not do it in first visit after staying for 1 hour. Came back again to store, with a rough response from store member they said it will be activated soon. Instead I got service suspended on 10/13/23 while the account was on auto pay. When I went to store to seek help , I was asked to pay again. When I questioned why I should pay again, I was rejected service and their tone and way of talk is not at all polite. I cannot believe these kind of stores exist.
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November 2023 by Husna Razaq
2 very unprofessional girls working there. Names start with the letter K and L. They snacked the phone out of my dad's hand. Lies about charges. Over charges. Escalating this to Tmobile Headquarters. Go to Manteca t-mobile they r the best!
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November 2023 by Aly ALP
The worst experience at a T Mobile that I've had in recent years, I was put first on the waiting list and out of 10 people in the queue I was the last to be served, so I will never come to that store again nothing ?????? The women there confuse the whole situation, they have no idea what to do, they are paid for nothing. today I was very misogynistic ????????
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November 2023 by Cassandra Marie
Lacking professionalism. Waste of time and felt like I was dealing with children. Chose to visit another location and had a much better experience.
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October 2023 by Mujibullah Waseem
Customer service persuasion was not good. We wanted to switch our phone lines and upgrade had a horrible experience at the grant line t- mobile store. Lacking straightforward explanation of my expected bill.
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September 2023 by Magali S.
Got their 5go internet to try, they raved about it, said two free weeks if not we can go in and just return the box, husband goes in turns out he has to cancel over the phone, and weren't helping him much. Very upsetting the representatives aren't much help, and how we asked multiple times what have to be done if we didn't like it "Just drop it off nothing else" seems more of a hassle. Employees seemed very rude and mad they had to help him.
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September 2023 by Dolls And toys!
They got my name as I entered the store and said to wait for my name to be called. I was there to return the equipment. After more than 30 mins, and several eye contacts with four (4) representatives doing nothing and I'm the only one left at the store, finally somebody asked me if I've been helped. Really? Can't wait to finish my contract.
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July 2023 by Jacqueline P.
AVOID COMING TO THIS LOCATION. The ENTIRE staff were rude and giving dirty looks as soon as we walked in (#1 red flag). The first day we went, the manager which btw has a terrible way of communicating with you so just a heads up you'll have to repeat yourself several times. He would keep looking at us with a super confused face (red flag #2 considering he is a manager lol....) anyways, waited a long time (of course, but didn't mind) and then a girl helped us which she had stated she was still in training but once again I didn't mind I just wanted help and at that point I was going to take the help from ANYBODY. She proceeded to act like she knew what she was doing, only for us to find out from a DIFFERENT location that they shouldn't have done that at all. She told me to wait 24hrs and then I had to come back the next day, because my phone was still not working. I come back and of course it's an entire new crew, they had me wait over an hour and when it was finally my turn some girl (didn't get her name) she had red strips in her hair had the most disgusted look on her face and it was obvious she didn't want to help, she pretty much told me that they could get the job done and it would be simple but that I would have to come back the next day because it was an hour until closing when MIND YOU I was there way before but because I spent an entire hour waiting patiently for my turn, that time counted towards that and it was now an hour before closing therefore they couldn't help..... THIS PLACE SUCKS ALL THE FEMALES I ENCOUNTERED DISGUSTING PERSONALITIES AND MANAGER WHOM WAS A MALE WAS EVEN WORSE. MY POOR SELF HAD TO COME TO THE TRACY LOCATION MORE THAN 2X UNTIL FINALLY DECIDING TO DRIVE OUT OF MY WAY FOR A BETTER EXPERIENCE. Huge rave to the T-mobile located inside the mall in Modesto. They were the absolute best! Edgar from the modesto location took very good care of us!
