T-Mobile

Shoutout to Christy, my auntie was experiencing some technical difficulties with her phone in regards to cellular data. Christy was patient with us even offering multiple solutions. Although none worked to fix the issue she did an excellent job at showing us what the next best steps would be including offering new phones with great deals! Great customer service definitely would recommend everyone see her if you have any issues or concerns.

Avoid this place, if you like your money. This is the worst place to go to get any information or service with your phone. As soon as you walk in there, you have that bad feeling.

Went into the store looking to find out why my parnets phones could not call each other. The guy looked at it and said sinceits a IPhone 7, the hardware isnt being updated and its a know problem that 7 to 7 calls wont go thru. So he was trying to get my elder parents to buy 2 new updated phones and they decided to wait and do some research.

Well we went to the Tmobile store in Serramonte today and we were out of there in less then 5 minutes when the girl at the counter looked at the phone and noticed both of my parents phones were blocking each other numbers.

So if you want to get scammed with some BS, then go to the store near BIG5. if you want a great experience, go to the store in Serramonte shopping mall.

Sally is amazing. She is super knowledgeable and has awesome customer service. She is always there to help and answer any questions you may have. She is also a great leader because she is willing to step in to assist her associates to ensure the customer receives the best customer service experience. I would highly recommend coming to this T-Mobile location.

Popped in to buy the kids their 1st phone and, not only was the staff extremely friendly and helpful, but the phones and plans were pretty impressive too.
West, who patiently tended to us, was especially terrific.

Great store and superior service. Sales rep know they're doing and was able to answer all my questions flawlessly. I went into the store not knowing what I wanted to get and was not prepared to buy at all. The staff was very knowledgeable and was able to walk me through an updated plan with unlimited data, brand new phones and a slight increase to what I'm paying now because of the new phones. All in all great store and friendly staff, will definitely recommend my friends and family to this store, staff are the reasons why I keep coming back.

Sally is amazing. She is very knowledgeable and have amazing customer service. She is super helpful and always there for her team

I bought the sandisk card. And they didn't allow me to return this card. It's 100% new and wasn't open. The federal return policy is 30 days with a receipt. I still have 15 days to return but they refused. Bad service. Never t -mobile again

My family had a very good experience switching carriers and purchasing 3 new phones here. Patrick was extremely professional, patient, and helpful. Let's be honest, if you are young and tech-savvy, you can probably go through the whole process online through the T-Mobile website. Coming to the store was mostly for the seniors in my family, and Patrick walked the older folks through everything they needed with kindness. He gave high quality information about the different plans without overly aggressive upselling - he did give a gentle nudge to consider the feature rich plans and I really respected this approach.

Patrick also helped us take care of the trade-ins because Apple/Samsung did not send us a return package when the phones we ordered arrived. For the folks looking for "一条龙" type of service, this is the place to go. I will add that based on my observations, you will have a totally different experience if you are not working with Patrick. Highly recommend the location, but mostly due to Patrick.

Luis Guerra (Luis.guerra18@t-mobile.com) is the worst, don't allow him to help you. If he tries to help, walk out and call the 800 number. Don't allow him to give you any help or feedback. He gave us the wrong information, and we are now out $1,000 since we can't make changes to our plan due to his lack of knowledge and his ill advise. He told us to do the exact opposite of what should have been done. Sounds like they aren't trained, just looking to get a commission, and don't care. Called the manager (Sally P), she didn't seem too interested, and the assistant manager (Jackie) also needs to be trained since she co-signed on Luis' guidance. Better to just call T-mobile 800 number since the associates don't know anything, plus they end up calling the 800 customer service people to make changes anyway.

My experience with my husband in this store started off very shaky and frustrating.. with misleading information from one of the employees at the store to a customer service rep over the phone. However, we left the store very happy and thankful for Max and the other technician that I forgot to ask his name! He is the tall young kid with the nose ring & earrings. Max made sure that we were taken care off & the issue was resolved. The technician did a wonderful job, he was very helpful and patience & calm about everything. Without those 2 team members at the store, I can see why some of the comments here weren't up to par. But my husband and I felt like they truly cared about their customers and their service was excellent.