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February 2024 by J M
Our go to tmobile store . It's clean and all store associates are helpful, had to do a warranty exchange on one of our phones,marco and cindy made everything seamless from starting the process and all the way to transferring data once the replacement phone arrived. Thank you guys
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January 2024 by Hien P
The T-Mobile store at 20473 Hesperian Blvd, Hayward, CA 94541, offers ample parking and is conveniently located in the same plaza as Target. My experience there was okay. I visited the store to add a new line of service for my family on a business account. We specifically wanted a phone number from Texas and wished to choose one in-store. However, the representative kept insisting that we call 611 to change the phone number.While I understand calling 611 might be necessary for certain security reasons, like canceling a line, I believe for simple tasks such as choosing a phone number, it should be handled in-store without the need to call 611. This small improvement in customer service would make the process more efficient. The lady who assisted us seemed knowledgeable and did a good job getting things done, but there's room for improvement in avoiding unnecessary referrals to 611. Overall, the experience was okay.
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January 2024 by Hien P.
The T-Mobile store at 20473 Hesperian Blvd, Hayward, CA 94541, offers ample parking and is conveniently located in the same plaza as Target. My experience there was okay. I visited the store to add a new line of service for my family on a business account. We specifically wanted a phone number from Texas and wished to choose one in-store. However, the representative kept insisting that we call 611 to change the phone number. While I understand calling 611 might be necessary for certain security reasons, like canceling a line, I believe for simple tasks such as choosing a phone number, it should be handled in-store without the need to call 611. This small improvement in customer service would make the process more efficient. The lady who assisted us seemed knowledgeable and did a good job getting things done, but there's room for improvement in avoiding unnecessary referrals to 611. Overall, the experience was okay.
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January 2024 by Arcadio Fraticelli
Rob is the BEST!
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January 2024 by PAJ
horrible experience, girl didn’t know what she was doing. She doesn’t know how to do her job, needs more training. Waste of time, spent over 5 hours.
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December 2023 by Wing L.
Very not cool!! Trying to return an equipment to store but the store employees refused to accept the equipment because I have to send it back via UPS. I was informed by T-force rep that I can bring it back to the store. Also per TMO policy, customer can return equipment to store. Return policy - VERY VERY NOT COOL
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December 2023 by Mary W.
I went to this T Mobile store to upgrade my phone to a 5G. Sandy is the person who helped me. She knew a lot about all the phones and took time to explain about all the different types. She was also patient, friendly, and very organized. Because of Sandy's customer service I will be going back to this store when I need another upgrade.
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November 2023 by Nagi Prabhu
This store is a scam. I came here to upgrade my phone and I was promised certain bill credits. But when I received the bill, the credits were not there. I called the t-mobile support and they asked to visit the store and resolve. When I came back the story was very different. They claim they did not promise the bill credits they did. Felt like it was really a bait and switch. Don’t do business here. I am switching to another carrier after many years of T-mobile
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November 2023 by Jaime Martinez
Just recently switched over to T-Mobile and was welcomed with good customer service from Mohammed the store manager and G. Mohammed was very helpful and explained everything thoroughly. G helped us out setting up our account and they were both great. Thank you guys for the good 5 star customer service.
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November 2023 by Brian B
Great customer service friendly and fast even at closing time
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September 2023 by Sheila Kistner
We were in & out of there after purchasing a new phone & setting up service for a friend in less than an hour!
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August 2023 by Micky W.
When I cancelled one of my 2 lines the operator lied to me saying you will be charged until your next billing statement. Then he said my acct number changed. He also lied. At the end the supervisor said the operators is penalized when people cancel on them. Last 3 months the reception is inferior drop calls no internet, can not connect. Apple Store looked at my phone and said in Stoneridge Mall Pleasanton Ca. that the last months people are complaining about T-Mobile and suggested Verizon. With package new phones. I decided to move on from T-Mobile. The T-Mobile operator lied twice to me. Unprofessional tactics. My personal experience. Other experience was ok
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August 2023 by jaq carter
Last week I brought my woman phone in because of technical difficulties with the internet, and they did something to the phone were she couldn't even receive calls. When we approached them about the situation, they going to laugh and say that's a apple problem. And today when I went to go pay my phone bill, it was a $5 extra charge, and I asked why he said new policy, you can pay through the app for free. I said I would have, but my phone doesn't work and it keeps running hot. And he didn't offer no help, just going to say yeah ok have a nice day.
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August 2023 by Dafa Z.
5 stars for Cindy. She helped me out so much and made getting a phone super easy for me. I came in here a bit fuming over the terrible and waste-of-time experience I had at another T-Mobile but Cindy was great and got me the phone that I wanted, set it up and didn't try to upsell me at all. They have plenty of SIM cards in stock and you should have no problem with getting a phone plus service on the same day. She was super nice and gave me no hard time. I would definitely come to this T-Mobile store for all of my phone needs. I was in and out in less than 10 minutes. Thank you Cindy :)
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July 2023 by Dian G.
I wanted to express my concern regarding a recent interaction I had with one of your employees, named "Sergio," at your store location. I believe it is important to provide feedback when customer experiences do not meet expectations. Upon entering the store, I did not receive a greeting from anyone at this location which left me feeling unwelcomed. Additionally, when I approached your employee "Sergio" with some questions, he appeared bothered by my inquiries. When I requested a replacement for my screen protector, which had been done previously on multiple occasions, Sergio informed me that since I hadn't purchased it, he couldn't assist me. Despite explaining that I had recently upgraded my phone and the screen protector had been previously purchased, Sergio did not offer any help or suggestions. Feeling perplexed by his response, I indicated my intention to contact customer service. During my conversation with a courteous customer service representative, she spoke with Sergio, who remained dismissive and even rude, going as far as rolling his eyes and repeating previously conveyed information. The representative verified that I had indeed made the purchase before and provided a credit to facilitate the screen protector exchange for my iPhone 14. As a long-time customer, I have never encountered such an issue with your company before. However, this particular interaction left me contemplating a switch to an alternative service provider. It is crucial to recognize that experiences like these are what cause loyal customers to disengage. I strongly believe that Sergio would benefit from retraining and guidance on the importance of customer service. I wanted to ensure that my concerns regarding this employee were brought to your attention. Thank you for considering this feedback. Thank you,
