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March 2024 by Stephanie M.
I wish I could give a negative 1 review. This store should be put out of business and the manager and most of the staff fired immediately. Honestly shocked that they can operate this way. I had a device for home internet and came to return it and they refused! They said "we can't take the device"! I asked why, and they said that THEY (not me) didn't have the box to return the device in back to T-Mobile and "didn't have space." As though that is actually the customer's problem! They were trying to force me into a subscription to pay for something that I no longer needed or wanted. This business is a 3rd party retailer and a complete scam and sham. And then, when I complained about this to the manager, she told me that it was my "fault" for waiting until two days before the return date to try to make the return (!!!). Unbelievable! I asked her for her name and she said it was "none of my damn business!" Wow. Just WOW. Never in my entire life have I been treated like this as a customer. How can a business truly operate like this when it talks to customers in this way? Absolutely shocking and you've lost my business for life even though I am a local. Fire everyone there if you ever expect to survive. But I really hope T-Mobile completely shuts you down and I'll be sharing the same directly with them. A store of terrible people and scam artists!
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March 2024 by Yusuf C.
Just walked out with a new plan for my family, saving me 100 bucks a month over my old plan. Was taken great care of by Austin. Knowledgeable, friendly and helpful. Excellent experience. Thanks guys
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March 2024 by Heba R.
The best customer service ever. I went in Sunday 3/3/24 a.m. The two young ladies there were super helpful, courteous, and professional. I was amazed. Thank you so much for helping me. Heba Rayan
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March 2024 by Stephanie H.
Shady Business practice in store! I asked to upgrade 2 devices instead they added an additional 2 lines to my account! Now I have 5 lines which 2 were never asked for. Will be going to the better business bureau. Please check everything before you leave the store.
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February 2024 by Javier Z.
Huge mistake coming here! I came in for an upgrade and said they had no problem unless I add a line. They ended up adding two lines to my account, changing my plan to a senior plan when I don't even qualify! Ended up going to a corporate location on Dublin Fallon Rd to get everything fixed. These people are just trying to make their money and not even help. Store needs to be shut down!
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February 2024 by helen m.
Please please do not go to this store or use T Mobile at all; even with promotional free phones. I unfortunately ended up here back in October 2023: tried their WiFi router for 1 day and was supposed to have 8 business phones switched from Verizon to T-Mobile. The WiFi was still very weak and spotty so I returned the next day to cancel. Manager stated to refuse the 8 phones if delivered - posted a note by the gate. No phones were processed to initiate tracking with UPS. My fault: I gave my business debit card and charges were made for no service. I cancelled the debit card and had been back and forth to the T Mobile store. Even went to T Mobile corporate store at Stoneridge Mall in Pleasanton December 24, 2023. I was told the billing will stop and that my service was "only suspended" and not canceled. It had been nightmare: T-Mobile is now placing calls everyday to my office but will hang up. I even sent a letter to the T-Mobile Customer Relations. Still unresolved. I already reported to the San Ramon Police and had an officer go with me to this store. The Manager still will not assist to cancel or resolve. The funny story: the same officer who assisted me today had the same horror story that his own Mom had to go through with T Mobile. I was told by the SR PD to just sue T-Mobile. I called the 1800 number again. I am forced to call the CA Public Utilities Commission, call Better Business Bureau. I am feeling uncomfortable and unsafe to go to the store and is already frustrated with this. I have the right to be upset for 5 months plus - only for me to find out today that TMobile even added home phone service- unauthorized. On the phone still with customer service who is on the phone with the Store Manager - 1.5 hours already just today. Still unresolved. So please: do not go anywhere near this store unless you want to be harassed at your business or workplace, bills or invoices for non-service. Fraud at its best. I feel bad at calling SR PD but I was a San Ramon resident for years and nothing like this had happened to me. The manager is trying to paint me on a bad light that I was disrespectful, etc. like no customer service manners this place has none. I understand everyone needs to make a living but this is poorest of poor service.
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February 2024 by Janis M.
Kayla helped me switch from Verizon to T-Mobile on February 20, 2024, and it couldn't have been a better experience. Kayla greets everyone as soon as they walk in, and treats everyone warmly and professionally. She really knows her stuff and did a great job. Though I was primarily assisted by Kayla, Gabby also helped out and also did a great job.
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February 2024 by B P
Customer experience in this store is amazing. Other stores nearby continue to bash this location because they out perform them. This store will give you the best deal possible and truly will give you the opportunity to take advantage of all promotions T-Mobile have to offer
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February 2024 by Jeffrey Ornellas
First off, this is a franchise operated by a company called MobileOne. You want to deal with an actual corporate run T-Mobile that has an entire network of customer service resources available, there is no such network of assistance at this location.When upgrading to a new model iPhone I was told I had to add an additional line in order be able to upgrade to a new phone with credit for the phone I was turning in. After talking with the Dublin T-Mobile location and T-Mobile corporate, I was informed that not only was it unnecessary for me to add an additional line, but the San Ramon location had added TWO extra lines. These two lines would have ended up costing me an extra $40/mo. The San Ramon location said the additional line was going to be free, that was a flat out lie. On top of all that, BOTH of the phone lines they added were not going to be free, all this was confirmed by T-Mobile corporate who I was able to get in contact with via the Dublin location. In my opinion, this is fraud. There is no access to corporate help through the franchise here in San Ramon, because it's actually operated by MobileOne.Avoid this place at all costs. And if you don't, the Dublin location will be able to get you pointed in the right direction, according to them (Dublin) they are constantly trying to fix the fraud that occurs at the San Ramon location.
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February 2024 by Jeff O.
First off, this is a franchise operated by a company called MobileOne. You want to deal with an actual corporate run T-Mobile that has an entire network of customer service resources available, there is no such network of assistance at this location. When upgrading to a new model iPhone I was told I had to add an additional line in order be able to upgrade to a new phone with credit for the phone I was turning in. After talking with the Dublin T-Mobile location and T-Mobile corporate, I was informed that not only was it unnecessary for me to add an additional line, but the San Ramon location had added TWO extra lines. These two lines would have ended up costing me an extra $40/mo. The San Ramon location said the additional line was going to be free, that was a flat out lie. On top of all that, BOTH of the phone lines they added were not going to be free, all this was confirmed by T-Mobile corporate who I was able to get in contact with via the Dublin location. In my opinion, this is fraud. There is no access to corporate help through the franchise here in San Ramon, because it's actually operated by MobileOne. Avoid this place at all costs. And if you don't, the Dublin location will be able to get you pointed in the right direction, according to them (Dublin) they are constantly trying to fix the fraud that occurs at the San Ramon location.
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February 2024 by Ray Velasco
Jordan at TMobile San Ramon, CA was unbelievable. He fixed my I12 in a few minutes where the back end high tech personnel could not. Greatly appreciate Jordan.Sincerely,Ray Velasco
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February 2024 by Mohammad E
Astin is a total liar because he deceived me during the phone purchase. I am switching all four lines to a different carrier
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January 2024 by Andy Enzminger
Hurrah for Kayla & Jordan!! Went in yesterday with some questions and had a very satisfactory experience with the two of them. They were very straightforward, no fine print, no bait and switch. I was actually very impressed with how much time the employees spend with their customers. Would definitely recommend T-Mobile.The reason I emphasized that they didn't do shady things is that I've have some bad experiences with another phone company (3 capital letters and an ampersand) and all I got was fine print and bait and switch. That they didn't do it was refreshing.
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January 2024 by Joe Perfetto
Finally a store that has workers who care and work in a professional way..My phone and I thank you ?
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January 2024 by Somayah Aljondi (Somayah Aljondi)
Bad customer service, bad experience . False promises, lies and given the run around after trying to switch. Made the transition terrible and it’s been 2 month and I am paying 2 bills one for AT&T and T mobile. I don’t recommend it at all.
