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March 2024 by Karely R.
I got the phone I wanted! Great customer service from the team. I walked in the store wanting the regular S23, I had no trade in so I knew it would most likely cost me a pretty penny. Fortunately, after discussing my options with the associate, I ended up going with the S23 FE. More affordable and similar features. Quick and easy! P.S. I appreciated the T-Chart he wrote out for me. Made it easy to understand the value I was getting.
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February 2024 by Miranda K.
I've been to this T-Mobile four times and every time I'm there the staff is extremely professional, helpful, and knowledgeable. Today I was helped by Manni and he's the best. I really appreciate him taking the time to talk me through the best phone and plan for my needs.
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February 2024 by EuropeHigh
The best t mobile out in Marin county , super wide space. There inventory is always filled, but not only is the environment clean and has seating , The T-Mobile team here is quite amazing. Jeremiah , Chris, two other gentlemen don’t recall names are absolutely super helpful and bring real great customer service with the energy they bring to store ! Doing all the can to help out the customers with there needs / wants !
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January 2024 by Laura Parra
Really bad service, I did an upgrade and the person who helped lied to me, also make me spent over 3 hours at the store for this. And add 3 additional lines when he never mentioned that. I went back to solve my concerned and then everything he said it’s was totally different of what he confirmed the day I did the upgrade. Really disrespectful the way he talked to me after I ask the other person for the manager that unfortunately wasn’t at the store today . The way this guy talk to a customer shouldn’t be like that and the way he call me, really DISRESPECTFUL.
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January 2024 by Zack Amen
Nicholas was knowledgable helpful and efficient!
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January 2024 by Maggie B.
Whoever is managing this location is not taking into account that there are clinical offices upstairs. Their music has been playing extremely loud, so loud that all the offices upstairs are shaking from their bass. Please be more considerate.
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December 2023 by michael v.
Went in there last week to get some late Christmas presents for my family thinking my bill would go up but instead the handsome group of gentlemen came together to help me lower my out the door costs and get me an a better deal on my wifi plan. Highly recommend this location for their speedy service and knowledgeable representatives!!
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November 2023 by eric peterson
Store window says they close at 9pm on Friday. I there at 830pm Friday and they were closed. I tried calling and got no answer. If the store is not open at 830pm on Fridays then smchange the hours noted ont the window and on Google.
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September 2023 by Kenic B.
Not happy with T-Mobile prepaid because if you make changes or upgrades then you will find yourself paying $200 a month for nothing!!!
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January 2023 by David P.
I was enticed into trying out the T-Mobile Home Internet supposedly for free in a two week period. I went to the San Rafael store at 363 4th Street on Nov.21, 2022. After giving the sales clerk my info which he recorded on computer, I waited as he went into the back room and brought a bag out which contained my device. I took it and left and did not look to see if a receipt was in the bag. There was no receipt in the bag or any paperwork outlining my contract. I tried the device out multiple times with no success, so I returned it on Dec. 5, 2022. The salesman reluctantly took the device back and appeared to enter this info on his computer. He told me I was ALL SET but would be charged a $35 fee for activation on the time I had it. This was the first time I was told about this charge. Later in December, my credit card was charged $115 from T-Mobile and this past week another $85. My credit card company wants me to send them copies of the receipts, which I do not have. I guess I'm screwed. I am looking for ways to combat this injustice. BEWARE THIS COMPANY
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January 2023 by Jared W
Terrible customer service from JD at this location.The short: JD seems to have no interest in providing customer service, probably because there is no commission to be made off customer service. Twice redirected me to seek help elsewhere, first by calling support, then when they told me I needed to have a representative at retail location call in for the info I needed, JD then told me I should go to a different retail or corporate location because he didn't have time to help me! So much for doing jour job JD.The details: Having trouble with trying to transfer service to T-Mobile, my phone number transferred, then there was an error with my wife's number, apparently T-mobile can't accept her number, seems it may be because it's an Alaskan number? Anyway, then trying to get my number back to AT&T has been a nightmare. Two days in and I still don't have any service on my phone, as T-mobile has my number but I don't have service with them and I can't get a transfer pin to transfer back to AT&T because my phone has no service to receive calls or texts. So I went into the store this morning on my way to work, after explaining my situation JD just told me to call the customer service line, that there's nothing he can do for me. I call the customer service line, talk to a very helpful representative, Mason, who finds some answers for me and discovers a workaround to get a transfer pin, but I have to get it through a retail location. So I call back to this San Rafael store to see if JD can help me out. JD answers, and after I explain what I need and that Mason even put detailed notes in my file, JD tells me I should try going to or calling another location, that he's busy and there's customers in the store he needs to help so he can't help me.Absolutely useless! And if this is what T-Mobiles retail location service is like, I guess we dodged a bullet by not switching over... now if only I can get my number back so I can use my phone again.
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October 2022 by Leslie Wilmington
I can’t stress enough what an amazing experience I had upgrading my phone here today. I was in and out in less than a half hour with a new phone and a smile. The customer service and attitude of the staff were amazing! Michael was so friendly and helpful. I had the most horrific experience at the T-mobile store in the Town Center on Monday that I went without a phone for 3 days because I couldn’t deal with having a repeat of the hour and a half wait for nothing. They didn’t even have Iphones (11,12 & 13) in stock, which would have been nice to know when they take your name for the queue and ask what you need. Everything that was a problem in Corte Madeira was no problem in San Rafael. If you need T-mobile service I would go here for sure!
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October 2022 by T Johnson
Super friendly and nice staff but they don’t explain the fine print and other fees when you sign up for service or upgrades. Another great addition to the poor T-mobile coverage in Bay Area.
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October 2022 by John G.
I'm a longtime T Mobile customer but from Southern California. Thought they could assess what was wrong with my phone, but was told in no uncertain terms all they could do was sell me a new one. Turned out the phone was just dimmed out, which I figured out and fixed myself while standing at their door. Totally useless place unless you know you want a new phone.
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August 2022 by Ellie Cohen
They seemed so kind and helpful when I went in to upgrade two phones. And then he told us that we qualified for a free tablet or Apple Watch. How great, I thought. We chose the tablet. The next morning I received a notification that I had an additional new phone number and had to pay $20 a month. I called customer service and found out the new additional line was for the “free“ tablet. I explained that we had not been told that. We specifically asked what were all the new charges for everything all together before we finalize the purchase. The customer service agent said to be sure to ask them not to charge me for the “restocking fee“ I then went to return it and was told by two agents in person and someone on the phone that they could not avoid the restocking fee. I asked to speak to the manager. I was told he was at lunch for 20 minutes. I waited and then he still didn’t come out from the back room. I knocked multiple times and Sergio finally came out. I explained the whole thing. He said it was possible to refund the stocking fee but he wasn’t sure. He went into my account and refunded it. What a waste of time and energy, and how unethical to promote something is free when it is not at all. Do not be swindled buy them. Very disappointing and unethical. We should not be lied to.
