This store is useless. I came to file a claim for my phone they said they couldnt help me that I had to do it online, I did it online they ship the replacement phone to my house the phone was cracked on the back, I called the insurance company they said Im covered by physical damage from delivery etc they transfer me to t mobile then t mobile mail the replacement phone to the store, then the store employee said they cant take physical damage phone, they told me to call t mobile so I did the lady talk to then but they said that by policy they cant take the phone bc is damage and the claim wasnt file through the store (I came to the store before to do the claim and they said they dont do that, that I had to do it online) so at the end I decided to cancel one of my 3 numbers that I have with them and they say they couldnt help me that I have to call t mobile. They were rude and not helpful at all. Do yourself a favor and go to a different store bc this store is only good when youre buying something from them not when you need something done with your account. So whole point I get the polices and stuff but they didnt try to help me at all they were rude even when when I ask for help to cancel one of my number they didnt help I even ask the employee could u please help me call and she said u dont have your phone with you or what. Lol the funny thing is that this afternoon I was help by 3 different employees and they all were rude and not willing to help.

I had positive experience about T-Mobile but this store is doing things very shady. On 7/22/2021, my mom only tried to switch her phone plan at the store but the store manager Anthony added another phone line to her account without her consent. My mom doesnt speak English so he took advantage of her. They even forged the signiture on her on the receipt. She found out her phone bill was very expensive and I called the customer service and they were shocked about what the store did. They deleted the other phone number on her account and reversed phone bill for next month, but they couldnt do anything about the activation fee of the extra account. On 8/29/2021, I went to the store demand the refund of the activation fee, Anthony said in a very condescending manner that it couldnt be refunded and he didnt remember who my mom was. We were told by staff in other T-Mobile store that it was not the first time people got extra lines added to their account sneakily at the San Pablo store. There was one lady got 4 lines added to her account and she wasnt aware of it until she went to the Pinole T-Mobile store. We are going to report what this manager Anthony did to the regional management and hopefully T-Mobile will do the right thing to correct this.

Customer service here is plainly Bad I just walked in for my tmobile tuesday free item and left without it. There were 2 Customer and 2 workers when I walked in, the workers were helping eachother on some thing since all i waa walking in for waa my free item i had my tmobile tuesday app ready to press the 5mins button I asked hey i just wantee to get the tmobike tuesday item n gut said just a sec. The worker that was helping him figure out what he was gaving a hard time figuring out for his customer went back to her customer btw her customer was on the phone at that time and never bothered to go get me my item. Its called multi tasking it comes with the job . I had gone to the one in sf n it was bussier tet they saw it would take them 1min to get me in n out. This just shows how much they are aware of their customers minimum great us.

The store manager promised to help over the phone but he became different person when met in person. He changed his tone. Went there for the first and it was awful. The guy wouldn’t close his tablet to talk to me and I had to ask him if he was listening. He and his colleague tried to talk me down as if I needed to be educated. Very Condescending and mean. Surprised he is still running his show.

Anthony was real nice on the phone but once I got in the store his whole demeanor changed. He is the store manager in training and has the worst customer service! He wanted to argue with me more than once. Just all around rude. Young lady in there didn’t catch her name but I definitely should of let her help me. She seemed knowledgeable and nice. This reminded me why I only go to corporate stores!

Great experience. Lani was very knowledgeable. She was very helpful and kind and provided great service.

Lame staff cant figure out how to add$.10 to my balance. I was 10 cents short of the required balance for my pre-pay service.Had to call customer service (couldnt call from store??!!) from a friends phone.50 minutes of hold finally get a real person on.The rep applied some coupon to my account and the 10 cents was gone...45 min in store nothing done!!50 min on hold waiting for TMobile 6115 minutes the rep had my service back onSquashed the $.10 since Im 9 year customer

She asked me to active a new card for my new phone without telling me that this new card is a new line will be added to my plan.

Horrible service. Today I was there to trade my I phone 8plus . I handover my driver license as my ID information but I don’t know very carelessly put the wrong delivery address. I again call the T-Mobile and took an hour. Waste my whole day at T-Mobile store. I don’t recommend to go this location.

Horrible customer service. Got disappointed.

I came in because I tried many times on phone with T-Mobile, but was sent to call center in Philippines (this phone is a pay as you go phone) and the calls were hung up, or transferred you to nowhere or answer you with something which is completely different from what youre asking for.So I came to this store for help because I was helped once and it was a very good experience. They make you feel like you are part of the family, even when we waited as they were going through many customers.Today, Ruby changed this phones plan from pay as you go to part of our main service plan, swiftly, in minutes. No new chip, no waiting for number transfer, and with great cheers! It was amazing service!I used to not go to stores because they mostly do not know what they do and they would mess up your phone. But this store now has excellent staff. Over 5 stars! Thank you for being so, so great! You made my day!

I enjoyed my time at this store. The rep Sarahi helped me a lot. She was very friendly and I am satisfied with everything.

Closed before 8 clock no help and service. Time shows till 9.

Horrible Customer Service. The Employees Are Very Disrespectful. I Walked In And Started Looking At The Apple Devices. An Employee Said He Will Be Right With Me. Then A Different Employee Told Me So Are You Here Just To Look Or Waste Time.

About 3 weeks ago I went with my dad and the guy that was “helping” us was NOT helpful! He kept making jokes with his co-worker about our questions and concerns we had. When I asked why he kept joking around he became defensive and started cussing us.. I didn’t held back and cussed him back. He ended up kicking us from the store. I felt really disrespected specially bc I had my dad there. T- mobile please make smart decisions when hiring staff!!!!!!

Staff are friendly. Place is neat and clean. Good service.

Ive been to this location 3 times to pay my bill amd all 3 times the same guy couldnt do it. Ive never had a problem at any other location. This guy was glad to see me leave so he didnt have to deal with it. Customer service is really bad at this store. I think we need more training lol

The is very helpful and friendly, especially Carla she is was very kind.

Lani and lesly and trimele made my experience at this store wonderful got so much for such a little price they’re super helpful. Yet my mom was not welcomed by an employee name karla she spoke Spanish but told my mom she didn’t know Spanish so she couldn’t help her yet Lani who doesn’t know English

I see quiet a few negative comments on here so I just laugh at.. I’ve never been to a store where I get warm welcomes everytime u step in by all the employees. Despite me having a problem with my defective phone.. they had no problem me coming in so often to get it fixed!! Lol any other store would of defiantly shown some attitude but they put up with me and I appreciate that a lot. FINALLY didn’t felt lile I didn’t belong somewhere.

I purchased a screen protector for my Galaxy s8+ because the girl(who seemed to be the store manager) told me that it comes with at least a year warranty, and that they WILL replace it anytime it comes off the screen as long as they carry it in-store. I came back today because that said screen protector was peeling off after just a month of having it installed, but they told me they dont replace them in-store anymore and that I have to go to the manufacturers website to have it replaced and that Id have to install the screen protector myself. I would not have bought this screen protector had I known it would be that inconvenient to have it replaced,. She assured me that I came to the right store for the right product just to get me to buy it at their store. I honestly feel deceived. Its not right to tell a customer about these great warranty options and just leave them hanging after the products warranty policy changes. Maybe its fine to have this new warranty policy apply to the customers who purchased it AFTER it changed, but definitely not to the customers that they sweet-talked into buying it prior to those warranty policy changes. Also, they still carry this same exact brand of screen protector - watch out. I wish I caught it all on video. I definitely would not want anyone to go through such crappy customer service. NEVER coming back to this store.

The service is really great. We went in at around 7 pm, and left at 8:15 ish. We want to get our numbers transfer from ATT to T-mobile and it is a long process but staff shows no impatience and really nice when we ask questions while they were at it.

Came into this store to pay a bill and Scar was very friendly and helpful.

I love that Gabriel is very helpful and knowledgable and goes above and beyond to assist me with my issues.

Custumer service horrible including the manager they all playing around lies about prices bad bad experience ever in a t-mobile store .they star like they are friendly so you can think they will help you but they not.they do thing on your plan behind your back. Hilltop is much better less workers but honest.

The attendees here dont seem to like their jobs. No smiling faces when you walk in and no sense of customer service. TMobile as a company does so much for its customers. But I draw the line at fabricating information to mislead customers for their own sales. It sounds like a Wells Fargo fiasco Id you ask me.

Very convenient location with plenty of available parking spaces, ongoing new promotions every month and more perks when switching

I went to this store 30 minutes before closing (thinking “i know the sales reps are probably going to hate me for this”) and received the best customer service i’ve gotten in a long time! I had previously come from the Richmond store on MacDonald Ave about 5-10 minutes away. I left frustrated and more confused than ever! I tried calling in to tmobile to get help and that rep couldn’t help me either. Out of desperation i looked for another store so i could get help in person and found this store. Malcom helped me and within five minutes answered all my questions, and came up with a solution to my problem! He was pleasant and patient as i asked several questions. If i ever need help or plan on getting a new phone i’m DEFINITELY coming here first, and i’m asking for him! There was another guy working at that time too (sorry i didn’t get his name) that was also friendly and helpful. Together, they calmed me down from the ledge the Richmond rep talked me on to! Thank you both!

They ran out of masks on T-Mobile Tuesdays

Bryan was helpful transferring info to my new phone.

The absolute worst customer service I have ever seen, in any business!!!!!

Very smooth and fast customer service.

DO NOT! I REPEAT DO BUSINESS HERE..they are really underhanded with their dealings...I recently lost my s8 and I went back to claim it through insurance but they lied and said I didnt have insurance and made me get a new phone just to find out I had insurance all this time...they will lie to you to hit their quota they are liers do not believe anything they say...

Super bad customer services they cannot do anything for the customers and when you ask a question they are really rude!

Great service as ALWAYS.

$20 to replace a lost sim card? Really? Since when has greed ruled the norm? $150/month plan not enuffFrom current paying customer huh?Shame shame shame

Don’t like their attitudes but they get the job done, I guess.

Is OK but not like the one in El Cerrito, way better.

Staff is unhelpful, they waste your time and dont know what theyre talking about.

Awful and horrible customer service.

Rachel was very kind. Working past her shift. She help us get setup with another line on a family plan. Came back here and Rachel and her crew of Mike and another girl were very kind!

It sucks bad services

It is a shame that no one speaks Spanish in this store but they send us promotions and we cannot take them because no one can attend us

Very good attention and excellent service 👍

I didnt like how Scar served me. She had no patience or was hamable but I love Tmobiles service and if I press.

Bad attention there are many people worked for nothing do not know anything. the girl who took care of us was sharp so that we would leave quickly and she would get into the gossip of her co-workers. They should train them to care about their clinetes or gossip.

I think the staff is not trained to work there since every time a boy attends to me a different forgiveness and they contradict me. They never agree. Every time they enter my account they make a mess, they make me safe, they take it away from me, it takes it away again, all this without the consent of one that and many more things move in my account and my stable bill can never arrive It is the fault of the ineptitude of their workers that what they do not know is invented instead of asking the manager. They need a lot to learn from the company they work for. Bad service.

Very good attention, thanks guys !!!

Good attention!

For service 👎