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March 2024 by Geetanjali M.
Last week I switched my carrier from AT&T to T-Mobile, the customer service at TMobile Newark assisted me. Johnathan, who is not only thorough and knowledgeable but went out of the way to help me with what was best for me since I wanted to stay in my budget. He stayed back and did overtime and made sure the data transfer smoothly transferred in spite of me forgetting my iCloud password , he stayed calm and composed. Since I had mentioned that I was traveling and made sure I have everything on my phone. Johnathan did not care about his long commute from Newark to Oakland which he had to cover that late at night. Seeing is compassion and hard work, I must say TMobile is very lucky to have him because people like Johnathan are very rare to find. He is a Gem with humanity and humbleness.I went for one phone service but ended up taking 3 phone services. Even up to me I will give 100 stars And also would like to see him a store manager very soon upon my next visit. Thank you Johnathan for being my agent .
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March 2024 by Susan K.
I was trying to transfer my phone service from my previous carrier to t mobile. Three staffs had helped me with my request but none of them are knowledgeable. They absolutely do not how to do it and the first girl that I have talked to mess up my whole family phone numbers. The main number got deleted and replaced by another phone number and it caused all the issues! It ended up make me drive to Alameda, the store that I trust and got my problem resolved. Waste my whole afternoon just deal with the transfer service. If you have some simple issues, yes, you are welcome to this store. However, if you have some complicated problems and if you don't wanna mess up your whole phone account, please avoid this store. The staffs are literally not knowing anything to help besides to create more issues for you.
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January 2024 by Yvonne H.
Came to the store feeling hopeless why my phone was in and out internet, it was unbelievable just changing out a SIM card solved all the frustration. Thank you Kiana. Not only she attended to us efficiently, she was able to help another customer while waiting for our sim to be up and running. Impressed w her work attitude, multitask w a smile! Thank you so much!!!!!
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November 2023 by L Danae
I was having some issues with the connection on my phone when I call people it sounds like static in the background so I called my local t mobile store which is this one and spoke to a girl named Keanna on the phone to briefly explain/describe the issue I was having. She told me I could bring my phone into the store so an employee could check it out and see if I would be possibly eligible to go the insurance route before I decided if I wanted a completely new phone. I asked if she would be there until the time they closed she said yes. I ended up going into the store around 5:20pm and briefly said hey I spoke to someone on the phone this is what happened. Can I get some help please. The guy didn’t even ask to see my phone check it out or nothing. He just asked me if I had protection on my phone and googled a number and website and gave it to me and told me to call this people and explain it to them. He said there was a fee of $100. And I said if it was that easy why didn’t the other girl give me the number over the phone instead of telling me I had to come in. He then said I don’t know but this is the number and Google is where we get it from. I told him and she said the fee is $5 for me to replace my phone through insurance. He didn’t know anything I was talking about. So I’m like okay well why I’m here since this was a waste of my time now considering I could’ve done this over the phone can you tell me about the iPhone 14 Plus and how much it would cost me with my discount if I did want to upgrade. I saw the iPhone 14 listed on the website that I just checked prior to coming into the store. He told me the iPhone 14 was discontinued and no stores sell them anymore I can only get the iPhone 15 and up. And I told him that’s weird because I just saw it on the website that’s why I’m asking then the guy proceeded to say oh yeah actually you might be in luck some places do still have it I think. But he never gave me the information about it or asked for my number to start looking into my account or anything in regards to looking up if I can upgrade my phone which it says on my end I have to call or visit a store to do so. The customer service was very poor. All the employees were just standing in front of the store in a huddle talking and when I got help from this young man he did not help me at all. He did not seem concerned on why I was there or hearing me out to try to offer me a solution. He just rushed me out the store within 5mins and I’ve gotten no answers. I still don’t have a new phone or know how to get one and I still don’t know what upgrades and other iPhone options I had to choose from because he never asked me. His customer service was so bad I really feel like they were just playing me and had no intentions on getting any sales or helping your T-mobile customers at all.
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November 2023 by Mary Ping Wu
I went to the store at 35020 Newark Blvd (94560)at 10 Am this morning to return an internet device after 14 days free trial. The store should be opened at 10 am, but it was locked and nobody inside . I had to wait at the front door. I called the store number after 6 minutes but no one answer, and I couldn't leave a message since the mailbox is full. Finally I called 611 after 10-12 minutes, the customer service team called the store and someone answered her phone, then one worker opened the door for me. The only worker in store said that he has been inside since 9:30Am, he thought the door was unlocked. But I don’t think it makes sense. No one was behind the counter since 10 am I arrived there.
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November 2023 by Yen Bui
Charged me for a phone that they did not deliver. I went to the store and the manager said she can't do anything. They still continue to charge us every month.
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August 2023 by Sandra P.
Hi, I really love this girl that works her name Kiana because she knows how to do everything she is the best everybody else is OK but she knows how to do everything. I don't know where at all but she fix everything for me quickly and she's so good she's the best thank you I mean goodbye
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July 2023 by Amelon
Very helpful associates. Valeria helped me sorted out the requirements for the T-Mobile 5G Hone Internet service.
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July 2023 by Jason Smith
I tried to sign up with T-Mobile in Feb 2023 with a locked phone. The customer service rep didn't check to see if my phone was locked and I got charged $148.00. For what? I never got the service. I got charged again in March 2023 for $53.00. For what? I didn't have service. In April and May of 2023 I was contacted by a collective agency for an additional $70.00 for another month of service. For what? I wasn't receiving service. Then I tried to sign up in May 2023 after I knew the phone was unlocked. I signed up for an $80.00 a month plan, but I am getting charged another $148.00? For what? This is after paying initiation fees for the 2nd time. The phone reception is fantastic, but the mathematics is way off.
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July 2023 by Leigh Chan
This store's manager tricked an elderly 75 year old woman with disabilities to purchase the wrong model phone that she never asked for, she doesn't know how to properly use, and she can't afford. Completely scummy, dishonest and CRIMINAL.
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March 2023 by Charnet T
Came by to trade in my phone and had to wait at least 30 mins. There was 1 worker helping a customer and 2 more waiting. After I walked in, the employee called for assistance, 3 employees came out from the back. Seemed like the 3 guys were "hanging out" in the back. Long story short, there was no customer service and I couldn't even get my issue resolved. One of the other customers left extremely upset and another customer was getting frustrated because the POS system wasn't working. The customer service reps on the phone are more helpful then the employees that work here.
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June 2022 by Pranav Varsekar
The staff has absolutely no respect or regards for the customers and they do not even care for the business as well.On June 14th, 2022, 7 PM, I called up the store to checked their closing time. I was told that the store closes at 8 but no walk ins after 7:30 PM.Fair, I walked in at 7:10PM. There were two representatives and no customers. I asked for a prepaid card and the lady tells me that they do not allow walk-ins after 7 PM for prepaid cards!I mean.. really? Why, because you are too lazy?Next day I walked in the same store at about noon and asked for a prepaid card which would work in Canada as well. The representative says that 'T Mobile does not have roaming service with Prepaid cards'. I mentioned that the website says otherwise. The attitude of the representative was so horrible that I wont ever use T-Mobile service.T-Mobile, please train your representatives and please treat your customers well.
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June 2022 by MLZ
Very bad service, called before I go, said I am able to change the home internet gateway in store. Got a different stories when I am there. Try to give me customer care phone number which I called before. Then let me go.
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June 2022 by Rebekah Handran
I'd been having problems with my E-SIM and was helped by Alex and Manny. They were both very competent and friendly, thank you!
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April 2022 by Mandy Chen
Maybe don't come at 7pm unless you are willing to wait for more than two hours to simply buy a sim card. I don't need any set up service from them besides selling me a $10 sim card.There are like 4 groups in front of me at that time and it took the staff more than 60mins to serve each group. The wait is incredibly long. The staff seems nice but slow. Can't tell if it's a good thing that they still chitchat with the customer about their life stories while there are 8 ppl in the store already waiting for more than an hour. Normally I like small talks with staff, but not sure how I feel under this circumstances.Maybe they can ask what services everyone in the line needs when the wait is super long already OR hire more staff
