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March 2024 by DAnna Sol
Went to ask for information about upgrading my phone. The agent said "yes I will help you." He asked for my ID and took a picture ? front and back with his tablet. I filed a complaint because the agent did not inform me that he was going to take a picture of my ID. When I call customer service, according to the tmobile, those are the new policies. The customer service representative said it was wrong for the agent not to inform me of the new policies of taking a picture of the ID front and back with the tablet. They should have posted the new policies for customer to read before asking for your personal identification. Identification thief is on the raise. I mind and heart raise and feel violated. I also worried that my identity is at risk, which is why I filed a complaint. Beware of this new policy and procedures. 2/3/2024
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March 2024 by David Gilmore
Employee took pictures of wifes ID without asking.
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December 2023 by Jenny Chen
Echoing the other reviews — I experienced some of the WORST customer service in this store. After trying to fix T-Mobile’s screw up in not properly transferring my SIM to the new phone, I thought it might be faster to go in store for help. Big mistake. The representatives were loitering around and when I entered the female representative irritated asked “can I help you?” After explaining the issue, she shrugs and says “I can’t help you” and goes back to playing with her phone. I was astounded — she never even looked me in the eye, apologized, or offered any suggestions. Clearly this store gives zero cares about their customers. I would strongly advise people coming to this store for help or even to use T-Mobile given their absolute lack of support in fixing a mistake THEY made or providing even common human decency.
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October 2023 by Brooke Middleton
Went into the store last night to update my credit card information. Assistant Manager got on the phone and gave my card number to someone over the phone. She confirmed that my order was good. This morning I checked and the order was on hold. I called customer care and they had no record of my new card number. All that was changed was my name... so, where did my debit card number go? I went to the store and was told by the manager "what do you want me to do." They couldn't even refund the activation fee. I had to call customer connect. Of course, I went to the bank and froze my card while on the phone. T-mobile is pushing everything online with this type of customer service. The foreign phone customer service folks are much, much nicer!
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September 2023 by Caitlin
I have never experienced the worst customer service and by the “store manager” Isaac Villaescusa. He was even rude to the T-Mobile rep that I had on the phone to try and help me drop off a return I had. I had already cancelled the 5g wifi and all I had to do was drop it off and he yelled at me, cussed at me, and wouldn’t accept my return. I was appalled by his behavior and I will NEVER go back to that store. Apparently talking down to women makes Isaac feel better about himself but it was so disrespectful that I left the store in tears and I hope no one ever has to deal with him. Here is a photo of him just straight ignoring me and the T-Mobile rep who was trying to talk to him on speaker phone.
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August 2023 by Tony Jurkovich
Horrible service. Went in to ask why I can't send a video on my phone. That's all, next thing you know Isaac says phone is broken. Takes it apart & puts a new Sim card in. Says I'm good to go. Well he changed my number that I didn't know about. I didn't want my number changed. I'm very sick waiting for a kidney transplant with that number that I've had for 20yrs. Any wayi asked to get my old number back. Isaac the manager says hes not a magician so it's gone. I got panicked & Isaac got a big kick & smiling & laughing. I didn't think it was funny. This number is my lifeline
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August 2023 by Juan Gonzales
A few people in store, two customer service people, waited almost 10 minutes in plain site, neither of the two ever acknowledged I was there. I walked out
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August 2023 by Postcardsfromterry On YouTube
Went in to buy watch. None were there, but for a FEE I can pay to have it shipped! I don't think so!
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June 2023 by Robert Brownlow
Terrible service. I bought a product from them and wanted to return it there, but they refused to help me and and said returns can only be processed at a corporate store, which I found out was a lie and they just did not want to help me.
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April 2023 by Doug B.
I went into T-Mobile on Clairemont Mesa today after talking to T Mobile customer service yesterday. Gio (a young woman) quickly got my phone working, which made me very happy. She also set up a Samsung backup service for me. She was great.
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April 2023 by Dan W.
Went here to switch two cellphones to T-mobile service and return their 5G internet box. Brandon was exceptionally patient, knowledgeable and delightful. He got both phones switched, answered all my questions and printed a shipping label to return their equipment.Highly recommended and they're open until 8pm.
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February 2023 by Andrea Zonca
They want customers to check-in giving name and phone number just to browse the store. Ridiculous.
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November 2022 by Bill Dusting
I shared an account for a few years. We split a few weeks ago. I opened my own account, Magenta plus for seniors. So far, so good. The nightmare began when I ordered Internet. Great, the Modem showed up, took me a day to move in, and……the modem could not connect to the signal. Spent a Saturday morning with tech, had to leave because of my successful job interview. By the way, I’m in customer service, you might think of hiring me after my ordeal. Nothing was resolved. I called back, more hours of misery. We determined it might be the SIM card. Return label. Good, so far so good, but 8 hours of my life gone so far, at $30 an hour I should bill you! So, the next modem arrives. Same deal. Just cannot get that signal. The cell tour had too much cement and a canyon to deal with. I could see it on the app. While I’m on the phone with the tech, I’m struggling to hear. I notice one bar. No wonder I’d dropped calls all week! I was in a hot spot! While I was calling to cancel the internet, please, no more techs, I got dropped, by the shipping label, “expert”. Well, 3 days later, my last day before my career in customer service moves upwards, still no label. I call up to enquire, and I find I don’t exist! No record! Read out the modem number, no record of me, some guy called Tom! Hung up, tried again. Startling, but they found me. But they could not generate a label, no record of shipping it to me. Suggested I take it into a store for a receipt. He said a store. 3952 Clairemont Mesa Blvd. They refused to help. Stared at me. Barely talked. Told me to take it into a corporate office. 3952 Clairemont Mesa Blvd. 2 guys around 2.30 to 3.30 pm, the rudest staff of any establishment I have met. So, I got the hint, I didn’t matter. Called back. Larry was a revelation. So helpful, courteous, tried everything. Still, clock ticking, but Larry is trying to give me, you might want to tell those guys, it’s called customer service. He asked me to go back in, and help me get the SIM card out of the modem. They said they didn’t have the tools, and walked away! Lost interest in me, because I’m not a sale. I walked out in disbelief. It gets better. Larry heard their surly voices! Now he tried extra hard, the system didn’t want me to exist, but he found me. The system did not want to give me a return label, but Larry doubled down, and I got one. I’m sorry, TMobile, but you are so bad, I am going to tell as many people as I can. When I moved in, the HOA president warned me about you. She warns all new tenants and owners about the shoddy service of T Mobile. I assure you, I’m going to warn more than just the tenants. 3952 Clairemont Mesa Blvd. 92117. I’ll look in next wee, if they’re still with your company.. Must run, see, I’m a comedian, wait until I try out this material at a dinner party, tonight! Good bye….forever, and never again.
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November 2022 by Krentz Johnson
I was not waited on, the magager helped 4 other customers who were waiting behind me and 2 people on the phone before I decided to try another store. The other employees were polite and attentive while I was kept waiting. For some reason only the manager is able to help me get a SIM card. Go to the Balboa Ave store, a mile away, and get great customer service! I put up a separate review of my attitude changing experience at the second store.
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September 2022 by Shirley E.
Very disappointed, my husband and I specifically asked the sales associate if the S21 had SD card capability, she reassured us they did. We bought 2 S21 phones, when we finally wanted to start the transfer all our files including our SD cards we were shocked that there was no slot for our SD card after being told by the T-Mobile sales associate there would be a slot for them. So we call the store and asked the same sales associate if we could upgrade from the 128GB to the 256GB seeing that you told us there would be an SD card slot in the S21 and there is none, we'll pay the price difference for the upgrade. She said it would be fine, but we'd have to also pay a $70 restock fee on each phone.Wow, T-Mobile so ya'll want to charge us $70 restock fee on each phone when you guys were not knowledgeable on the devices you have in your store to provide the information my husband and I needed as customers. We would have ordered the 256GB in the first place if we would have been properly informed by your sales associate.**Update, the emailed the below email and nothing, no response. I think that was just an automated message.
