T-Mobile Experience Store - Santee, California

Alaina L.

I went to a brick and mortor store due to historical issues with calling in to customer. This visit proved to me, it's not just tmobiles 800 line, it's Tmobile in general. I went int to upgrade my plan and phone. I changed my mind about getting a case and ordered an expedited on from Amazon instead. The representative for some reason took off a different item and kept the case I asked to be remove. This required the rep to cancel to redo the order a 3rd time resulting in locking me out of being able to trade my phone in for 24hrs. I'm on a time crunch and suffer from severe chronic neck pain. I sat there for 45 minutes only to be told "there is nothing I can", which phrase is absolutely infuriating to a customer. I'm being penalized due to faulty fail safes.
I've been with Tmobile for 20+ years but I am done with them now; their deteriorating customer service is going to be their demise. I hope they get their act together soon.

Maggie

The service we received from James was exceptional. Every time I have gone to Tmobile and had assistance from their team it makes me glad to have left our previous carrier.

GoFastExplorers

Not surprised by the reviews, nothing but attitude from these people. I will never step foot in this store agin!

Edit: Love the ai response. I was actually pleasantly surprised at the promptness. That doesn’t make up for being interrupted, cut short, eyes rolled at, etc. should I also mentioned that your rep also took it upon herself to go ahead and close all the open apps on my phone cancelling a conversation and my online status right in the middle of a chat with a customer? This person’s name tag said she had been with the company since 2014! Talked about a tired and disgruntled employee! I’m also having a major issue acquiring my Verizon bill to pay off my devices. T Mobile wants a photo of the bill, but doesn’t mention that you will immediately loose access to your Verizon account. I tried to explain this, I also explained that I have been into the Verizon store & was unable to get a print out. She was rude, and made sure that I knew that it wasn’t her responsibility. While sitting across from her she starts texting and then attempts to call her boyfriend who is a Verizon rep. I’ve played enough poker to know a bluff! What a joke!

Jiggy C.

James, what a Great guy Helping customers,I’d recommend everybody go to James and He’ll get you the right Help you need. Google have only 5 star ratings but I give you 6 ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️. Thanks for Helping Brother.

Katie C.

Gerry was so helpful and kind. He went above and beyond to help us and make it a pleasant experience. Thanks!

Tabitha A.

I recently switched from AT&T to T-Mobile, and I couldn't be happier with my decision! Not only is T-Mobile's service plan superior, but it also costs significantly less. However, the process of transferring my number from AT&T was quite challenging and frustrating. Thankfully, James at T-Mobile was there to help me through it.

James was incredibly patient and dedicated, working with me for over an hour to ensure everything was done correctly. Despite the numerous obstacles AT&T threw our way, James never once made me feel like I was taking up too much time. Even as it went past closing time, he remained calm, focused, and never rushed the process.

His professionalism and commitment to excellent customer service were evident throughout our interaction. Thanks to James, I was able to walk out with my current number and a fantastic new service plan. This was hands down the best customer service experience I’ve had in a long time. Kudos to James and T-Mobile for going above and beyond!

D H. (.

I don’t mind waiting even if it’s an hour or 2 . Walked in the gentlemen said we will be with you in just a minute so I just took a seat . Walked right passed me to go to the people who just walked through the door to have them sign up on the wait list before talking to me . I know they are busy but we’ll see if it changes when I come a different time

Sarah D. L.

We had a fantastic experience here! Despite the store being extremely busy, the employees were sure to greet everyone who came through the door and assess their needs. Kristopher, in particular, was a stellar employee! I was able to watch him interact with an older gentleman prior to working with us, and he was kind and thoughtful. There was no condescension or lack of patience that you often see when people who are tech savvy are trying to educate the older generation. Furthermore, when he helped my husband and myself, there was no pressure or hard upselling, he simply made suggestions and allowed us to choose things for ourselves. A great experience!