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December 2023 by Shean Michael
Slow and lost. Go to another store. Guy spent 20 min trying to pay a person’s bill and still couldn’t complete it as I left
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November 2023 by Melody Monroe
I was visiting Santa Cruz and my phone screen was damaged. They were quick to help me get a new phone and suggested going to the fix station down the mall from their location.
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October 2023 by Sidney Bruce
Kasey & Rebecca were fantastic. I had a whole host of issues because I just signed up my whole family. Between the two of them we got things handled in an appropriate timeframe and I left a happy customer.
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June 2023 by Stop it Get help
The manager looks thru your instagram instead of helping. Weirdo
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April 2023 by David Karsan
T-mobile is the worst! The management will LIE straight to your face. Dont ever believe them when they say "you will only pay x amount for your service, and that includes all the devices". Its a gimmick for them to reel you in. Im going to cancel my service and pay the ETF and go back to Xfinity Mobile
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April 2022 by Vera S.
The T-Mobile store has moved close to Trader Joe's, and was hard to find because the online info was not updated, but I was so glad I called and found them ! I had tried to change from Net 10 and keep my phone number. Their agent Rebecca who is a real gem, and probably the most efficient rep I ever met. She remains calm, and keeps the goal in mind until it is achieved. I asked why they got such poor ratings, and she said they are now a whole new team, including the manager. I saw that was true when she was able to accomplish what I could not in several days, and my son tried to do for several others. Rebecca did it all, and I walked out with a better deal and with the number I wanted to keep!
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March 2022 by Shawna R.
Do yourself a favor and avoid this store at all costs. It's worth driving to the Los Gatos store. I'm sure it's not the main floor employees fault, but feels chronically understaffed, under-resourced. Yesterday I waited for an hour in the store with almost no communication from either employee on how long the wait would be, if I should come back, etc. Today, the wait time was shorter (around 30 minutes), and I was told that the other employee was "in the bathroom" that entire time. I was told I could get a new phone today, then after I'd already paid off my current phone they checked the stock and said they didn't have the phone I wanted. Bummer- I've been a Tmobile customer for a long time (10+ years) and typically get great service at the other stores.
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March 2022 by Patricia Kapp
Each encounter with folks from this store is very good. They are kind, helpful, knowledgeable and Santa Cruz friendly - even when you call in with a question. Thanks!
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February 2022 by rick m.
Horrible, don't give a sh** customer service. Walked in and there were 3 CS reps. One was helping a customer, the other two looked busy on their phones. We waited for 10 minutes, then a 4th CS rep arrives and asks if we've been helped. We answer, "No". He says that he'll be right with us and proceeds through their security back room door. Waited at least 15 minutes for the dude to return. He finally comes out and I tell him that I wanted to buy two phones. He says, "No worries. We may not have those in stock but we can get some from another store and it will 2 or three days. Let me go back and get a tablet." Are you friggin kidding me? Wouldn't you think you'd bring one with you and pretend the customers there actually wanted to do business?? We waited for another 5+ minutes and the guy hadn't yet returned, so we left.
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January 2022 by Ash V.
Horrible customer service.I hope someone above this Manger at this store steps in otherwise Tmobile will be loosing business.i don't expect top notch customer service i just expect when i leave the store i am taken care of. I just switched to Tmobil last week and i am ready to switch back to different provider from both the store 1 in Capitola mall and other in Santa cruz ocean street service wasn't that great and the people working there were not trained that made it more difficult quth lot of things.iys been almost 2 weeks still on the phone with customers service for few things that not fixed yet.Stay away from Capitola store.
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December 2021 by Roberta Surprenant
Went in to upgrade my phone. After being ignored by 3 salesmen I walked out. Would rather pick up phone in store than deal with shipping during December. Will try again tomorrow, if same experience I will simply order online.Interesting, after looking through reviews it appears that all the 4 star reviews are over a year old. Those from less than 12 months ago are uniformly bad. Sounds like personnel issues are ruining reputation.
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October 2021 by Bill Mc Crae
The woman whom was late opening the store was on top RUDE as heck. Showed no desire to helpful. Didn't know the products to help us with issue. Wanted the lease expensive phone had zero of any if the 3 in stock. Poor service. Poor everything. Go elsewhere trust me. RUDE
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March 2021 by Anna Monroe
Jose and the other guy were awesome giving me solutions and great service in person or over the phone. I called today and a girl picked up, when I asked her help with something that José and his team were able to do over the phone. She said I have to go to the store. When I asked to talk with someone else , she said she was alone in the store , which I don't belive her. And she said José doesn't work there anymore :(
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February 2021 by Buddy W.
These guys are the best. This is the space jam squad of phone specialists. This is the blending of good in person customer service with a stadium of 5g layered support to assist any scenario. Phone support is not an easy job with all of the different needs people have in today's world and I think these guys are doing the absolute best job possible. T-Mobile Capitola has got the secret stuff.
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December 2020 by kathy Ready
This store is awesome! Jose M and Chance were great to work with. Helped us every step of the way to solve our cell phone issue. Extremely knowledgeable and professional and this will be our go to T-Mobile store from now on.
