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November 2023 by Yerlan K.
Today, I went to the T-mobile office in Burlingame to e-sim for my new iphone. The employee who was trying to help me, his name is Dave, was fully unprofessional and very impolite. They did not provide needed assistance, and did not explain the procedure. After I asked Dave for an explanation, he simply sent me to his manager that didn't help me either. In result, I spent an hour waiting and the issue didn't get solved. Now, I strongly think about changing my phone plan to another company. I hope that this review will be seen by the managers of t-mobile.
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September 2023 by Magda G.
Came in to trade our phones without an appointment & Mike, store manager, & his associate were very helpful, provided smooth service & were professional and at the same time we were able to crack jokes while we waited for data to be transferred to the new phone. Pleasant expierance all around. Fairly large, clean store.
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June 2023 by Melinda S.
I just came from this place to pay for 3lines, my service got suspended because I was surprised with the amount that was due (not my normal monthly bill amount) from $110 for 3 lines I added an extra line then the amount went up to $249, unfortunately the manager Luis was just standing and didn't do anything about my account. He made sure and made it clear that nothing they can do and that I need to contact customer service to get help, I decided to drive all the way here to get help, and nothing was offered to me. The agent ****636 Mariano intervene and explained that the time I added my 4th line it was on a promo and I should be getting a 5th free line and they were offering to give me the sims card right away which was never mentioned and offered to me from the beginning when I added my 4th line and I am not even aware of this promo (are you serious??? There's no apology at all from Mariano and Luis). How can these people can just take your money without initiating on helping your situation knowing they did all the entering all of your information in their system on their own. Now they messed up, now you are the one who needs to take your time to fixed their mess. Luis should be ashamed of his position being a district manager who always seems so lost and has no concern with customers account problems, the other agent who decided to help me who was standing there sales rep****636 had a different feedback about my account and mentioning something about a $50 credit. Since the 5th free line was never mentioned from the beginning, this is insane! I'm getting charge for a 5th line that I never signed up for and now I was asked to call customer service to get it remove or fix. Luis the district manager was a coward he was not willing to help so the other agent had to step in and had carefully explained the possible $50 credit it's unfortunate that no one pick up the phone to help me get this fix together while in their store.... I came back to get their names but Luis the district manager was so uncomfortable giving out his name. Even the sales lady said that he was not a manager and only a co-worker. I am totally wasting my time writing this, i don't know when was the time I had to write a review but I am devoted to write this for sure. I will continue to seek for help regarding your service for this particular location.
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October 2022 by Patrick C.
I had a fantastic experience yesterday! Associate Jonathan went above and beyond to help me and he did so with patience and a great attitude! True professional. Thanks Jonathan and T-Mobile!
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August 2022 by Bao N.
Needed to update my parents phones and the website kept on giving me a hard time, so I decided to do it in person. Before I went in, I called to check if they had the phones my parents wanted and when I arrived an employee named Jonathan assisted me and even though he wasn't the one I spoke to he was aware and immediately assisted me. I walked out with 2 great phones, 2 happy parents and 1 happy camper! Thanks to Jonathan my experience remarkable!
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August 2022 by Polina L.
According to the comments, I have been very lucky with the customer service. My phone connection stopped working, and Dave, who I recommend contacting, did his best to solve my problem. Finally, it turned out that the problem was not with SIM card, but with the phone. He offered to do a reset and check the connection after that, but I decided it would be better to go to the Apple center. Anyway, I noticed that this person was truly concerned about helping me.
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May 2022 by John Vincent L.
Where is this store's kiosk?!? I can't even pay my bill on this branch?!? WTF!!! This is so ridiculous that's why I hate this phone provider big time!!! No I will not recommend it at all to anyone. Very poor service. No good @ all it's really the worst of all.
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March 2022 by Jess R.
Let's face it, spending time at a phone retailer can be time consuming and for someone like myself with limited time, I have to say my experience at this T-mobile location was very pleasant. Gabby and Rodrigo went out of their way to help my husband and me upgrade our phones. Although it was painstakingly long to transfer all our information, their customer service was exceptional. They were patient and very efficient in making sure all our questions were answered. So glad we stopped by this location. I highly recommend these two employees (wish all stores had employees like them).
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June 2021 by Dina Y.
The reason this store has 2.5 stars is because the customer service is terrible. Do not waste your time with Monica she is dismissive and unhelpful and rude. If you don't like working with customers and trying to help them then you shouldn't work in customer service. She definitely needs more training in how to treat customers or a different type of job.. I will say she is not a good representative of T-Mobile or Sprint because all of my other experiences with this company have been great.
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March 2021 by Rosalynn O.
Horrible service. Was thinking of trading in my phone. I showed them my s9 which has a crack on the screen and they said it wouldn't get the maximum money. So I asked how much and another guy comes over and said $100-$150 which is less than what Samsung is offering. So I said I have A20 and the 1st guy helping me said the offer only valid for Note and S phone. I have been a long time customer with T Mobile, I left hugely disappointed that they couldn't at least offer some solution to help me upgrade and just gave a nonchalant attitude. Not even caring to make a sale. In the end I just said never mind I will not be upgrading after all and walked out.
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January 2021 by Michael R.
No corporates around This T-Mobile is out of the way but because of CA Covid restrictions most corporate stores are closed or operate limited hours. Non corporates are picking up the slack. They're located in a shopping strip so plenty of parking. I'm a Sprint guy (I know you read my Pearl City review) but this is my first time inside a T-Mobile. It's a decent size with limited products. Kenny help me with getting an upgrade for my mother's phone. There was some technical problems with transferring info from the old to the new. And it wasn't their fault at all. Overall four stars. The service was extremely helpful and patient. Not quite five because of limited stock. Now excuse me, I gotta figure out how to work this damn thing. M
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September 2020 by Bo J.
Usually really friendly service, but i went in today and did not feel welcomed. No matter how positive I tried being the girl behind the counter was not having it. I went in wanting to upgrade my phone and add a new line to my account, but the girl from the start showed that she wasn't interested in helping. I was trying to convince my friend (who was with me) that t-mobile is always friendly and worth the switch, but the encounter he had witnessed convinced him otherwise. The worker spoke short with us and when inquiring about different phones she gave a somewhat snarky remark that we were not making the right decision with any of the phones we had mentioned/ thought of upgrading to. She criticized our thought process and implied we were stupid for trying to upgrade so close to the new iphone 12 release. Again t-mobile is usually great with service, but today made me question it. Maybe next time if you're a worker not wanting to be at work, stay home?
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June 2020 by laurie s.
We've now been with team over for over two years. A couple of times during the school with 19 I've called to see if I can get my bill adjusted just a little bit due to some hard times and cut back on hours. I was told no but we can push your bill out so you can pay later well that's not what I was calling for and I told him I never get any money off of any bills anytime ever why is it all other companies who are making money right now can have some of the people that are calling up trying to get a few dollars off the bill. Very disappointed with the T-Mobile service on the telephone very disappointed with the actual service of the phone get disconnected a lot lost calls not very good at all will be going back to a different company it used to be with they have a bit more empathy !
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May 2020 by Eva L.
Long story short, my mom got assaulted and robbed of her purse a few days ago which contained her cell phone. I had to immediately order a new one online but it didn't have a sim card, which prevented me from activating the phone. These days during Covid-19, the number of T-Mobile stores have significantly reduced. Best believe how stressed I was to take care of my mom's stolen iPhone during this pandemic when every store is closed, including Apple, which is so inconvenient. Like wouldn't you think cellular and electronic stores would be considered essential? Anyway, this T-Mobile was the only location I could find open around me. No need to go inside. There's a table blocking the entrance, so a staff member will safely approach you to assist you. Let me tell you, this was one of the quickest experience I had with a representative. I usually hate going to phone stores because I feel like I'm about to be scammed lol. But I was in and out of this store after the staff helped me activate the phone and add a sim card. I forgot to get the name of the guy, but he was very kind and professional. Like I mentioned, he was very fast and efficient. I recommend coming here to solve any phone issues you have.
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April 2020 by Michelle T.
Don't ever go to this store! It seemed they don't want to work...I referred my sister-in-law but get nothing... instead tell them to go to different store. What a shame!