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March 2024 by Ninad K.
I had a bad experience at the Tmobile store in Novato, CA. I went there to add a line. They told me it would be $15 per month (simple choice plan). I said okay. We went through everything. At the very end they said I have to agree to a charge of $35. Confused I asked why and they said it is a service charge for a new sim or something or other. Firstly, they didn't mention this charge at the very beginning of the process, they waited until the very end when it was time for me to sign - which is not cool. I complained and they said okay we will give you a bill credit for $35 but I still had to pay at the store. I did. They couldn't provide any written confirmation that I will get a bill credit - I just had to believe them. I went ahead with it and the bill credit was in fact applied to my account when I checked later that day, all good. Fast forward to my next bill, the new line had a $10/month charge (so the person in store was incorrect that it would be $15. $10 is the same as with other lines I have added in the past, I just assumed that they had increased the price to $15, which was wrong). I was happy to see that but then I noticed that I had approx $18 charge for device protection for that new line. The rep at the store did not mention this to me, I did not request it, I did not specifically consent to it, we never talked about. How the heck do you add a charge for device protection when I did not buy a new phone and I did not request it? This is soo bad. I called customer care 611 and got it removed and got the credit for the already charged amount. Okay, now I look at the bill closely to make sure I got the credits promised and everything looks okay but no wait on top of the $10/month for the line there was an additional $19 charge for a data add on - wtf? The simple choice plan comes with unlimited data (4 GB high speed and the rest reduced speeds) - then why the heck was I being charged for a data add on? Again this was not mentioned and I did not agree to it. I contacted Tforce on facebook and I had it removed. What a freaking waste of time. I am never going to this store again. I will just talk to Tforce or do everything I need to do over the phone or online. We need better laws to protect customers and prevent big corporations from fleecing customers like this.
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January 2024 by A’sHat SelfieStick
They did their best for my major strings-attached deal in my switch from my well-beloved android to my so-far-so-good iPhone. Can’t blame a staff dealing with other customers that were hostile for that process being a nightmare.
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December 2023 by yvonne
Great costumers service, so you need help with your phone ask the great costumers service and they will ablige
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December 2023 by JoAnne G.
We never even hoped to get the incredible service we received last Friday AND Saturday at our local TMobile by their very kind employee Eduardo. He managed to find us a much better plan than our old company along with two new phones for not much more than we've been paying. The best part was that, seeing how inept we are, he offered to totally set up both our phones while answering every question we had...and helping all of the Friday/Saturday customers around us. Thank You Eduardo! Hope T-Mobile appreciates you.
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November 2023 by Jo C.
T-Mobile Novato...this review goes to sales representative "Q". I am recognized, acknowledged, appreciated, service as expected from "Q". Listens, takes the time to offer my needs. Great customer service, treats me the way I am expected to be treated by sales representative "Q". Leaving the store feeling good, feeling great one satisfied customer. If you in Novato and you need phone service this is the place to go...T-Mobile at 936 Diablo Ave. Novato Ca 94947
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November 2023 by Joanna Jones
Signed up for a promotion that wound up causing headaches and expenses that were above what was promised.
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September 2023 by Sara U.
What a wonderful store. I had put off upgrading my phone because I was nervous to lose messages with my dad who passed last year, but I'm glad I did because not only did Q find me an amazing deal they also made sure that I didn't leave until the messages had transferred over to my new phone. Truly caring and kind employees I would recommend this store to anyone with T-Mobile or looking to switch service. Thank you so much again Q!
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September 2023 by Martha Brein
I came into this store expecting at least standard customer service, and received below average. I was working with someone young man who was completely inattentive to me and playing on his phone. It took me several times to get his attention while my phone was being setup, and my apple account was messed up. There were screaming and profanities being tossed around from what I assume was the break room, and it seemed like the only competent employee was a young woman who was helping out another customer. I decided to become friendly with her and that customer instead, seeing as the gentlemen who was helping me was either new or just high.
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September 2023 by Chuy Gonzalez
The guys here are totally unprofessional. One of them looked like they were drunk or high on the job, and started spewing nonsense. I just had a simple bill question that took way longer than it needed to while they were chatting it up. I'd recommend going to the next T-Mobile store, no matter how far away it is.
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September 2023 by Martha B.
I came into this store expecting at least standard customer service, and received below average. I was working with someone young man who was completely inattentive to me and playing on his phone. It took me several times to get his attention while my phone was being setup, and my apple account was messed up. There were screaming and profanities being tossed around from what I assume was the break room, and it seemed like the only competent employee was a young woman who was helping out another customer. I decided to become friendly with her and that customer instead, seeing as the gentlemen who was helping me was either very very new or high.
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September 2023 by Chuy G.
The guys here are totally unprofessional. One of the guys looked like he was drunk or high on the job, and started spewing nonsense. I just had a simple bill question that took way longer than it needed to while they were chatting it up. I'd recommend going to the next T-Mobile store, no matter how far away it is.
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July 2023 by Paula I.
5 stats for the manager who was able to help me. 0 stars for the floor employee who needs serious customer service training. When I walked in, the music was blaring and I had to yell over it. He couldn't understand me so decided he was going to do what he wanted to do, which was sign me up for a credit plan. I had to stop him from running my credit. Then, while I was waiting for my old carrier to give me a transfer pin, he started playing on his phone with another off duty worker. When the transaction failed, he just kept playing on his phone and not helping me or solving the problem. Finally, I asked if another employee could help me because he was playing a game on his phone. He started to get attitude and then talking about me to the other off duty employee. Luckily the manager was able to help me and hear my concerns. The employee seemed put out that he had to help me at all and stop playing his phone game. It was like being at a high school party, complete with the terrible overly loud music. I suggest that T mobile do some reorganizing at this location.
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July 2023 by Phatt Rhatt
Great visit... got everything I needed done in a short time... manager Alexander is super...
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June 2023 by Dinora G.
This was the worse place to get your phone plan, I have been dealing with this company since March 20/23 they told me I was going to pay one price for the plan and now they are charging me twice??? Fix this now!!
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May 2023 by r. f.
Thank you, Ivan! He's wonderful, patient, quick, dealt w/sprint efficiently (sprint which I cancelled over 10 years ago, still kept us on the phone to activate my new acct w/T mobile). Ivan and Jonathan, thank you again. I love my new plan.
