Sprint Store

We leased a phone and the employees were very helpful. Great service.

Really surprising how the manager, Nathan Jeans, is not interested in keeping his customers happy.
I bought two brand new iPhone 6 phones and signed up for an 18 month plan. Took them home and my daughter opened hers and did not like the color.
Brought the new phone in the following morning and the manager flatly said he was going to charge a restocking fee. I said I would rather not do that as all we did was remove the cellophane.
He exhibited no compassion whatsoever with the situation and flatly said «we can’t waive it.»
So good job, Mr. Manager and/​or Sprint at making a new customer who just switched over from AT&T feel like crap. You should at least «pretend» to care about keeping your customers happy.
What do you think I will tell people when they ask me about using Sprint?
I would say avoid this store.

I visited this location and the salesperson was very helpful repaired my phone in a timely manner very satisfied Thank You!:)

Great experience fixing our Sprint phone here with Edwin. He went above and beyond and the whole experience at the store was very pleasant.

Definitely NO customer service improvements. I came in for a simple return on a phone case and I’ve been waiting for 30 minutes. There are 4 employees working and no single one can assist me. Only giving this 2 stars because they have comfortable chairs.

Halloween is celebrate ²⁴⁄₇ here but only tricks no treats .Sign on the door should read «RUN RUN AS FAST AS YOU CAN, IF U ENTER HERE U WILL MEET THE SPRINT DESTROYER MAN «
If I could I would give negative 5 Stars, to make a long story short they would not call customer care to help fix my account, told me «you should call customer care yourself» then threatened me with «I’ll just close your account completely get rid of your phone number & charge you for breaking your contract» (by the way I’ve been with Sprint 3yrs bill always paid on time with no problems)
I commented «I thought you were here to help not be rude, what happened to Sprint customer service being better than the other carriers»
The sales gentleman replied «we’re no different from T-​Mobile, AT&T and Verizon go to them if you want.»
I thought the point was for people to stay or move to Sprint not run away & go to the other carriers.
Sprint needs to overhaul their stores they are going to end up losing their current customers & are being preventing from getting any new ones with sales men like this.
If u go here …
BEWARE ENTER KNOWING THAT THEY WILL GUARANTEE U WILL LOSE SERVICE, $$ & MOST IMPORTANTLY MIND

If i could i would gove this store no stars!
First mistake i did was i accepted the so called ‘free’ tablet they gave me and then they said ‘BUY $ 300 worth of accessory and you will get back a prepaid credit card thru the mail’ BULLCRAP its been OVER 1YEAR and didnt recieve crap!!!
So i finally cut my phone off and guess what i get charged all these dumb fees that DONT EXIST!!! It says i owe $ 216.36 for new charges? WTF IS NEW CHARGES? Yea so beaware when yu come here cause they lie just to get your money! Smh. Loyalty my a$$.

This is an email I sent to this store’s manager (Bret Lebeck). It EXPLAINS EVERYTHING!
This email is to notify you about an extremely «long, frustrating and untenable» situation that occurred last night in your store.
I am both dissatisfied and frustrated at the amount of time that my wife and I spent in your store trying to take advantage of a new Sprint promotion, the «iPhone Forever with Trade-​In,» deal. My wife an I came into your store at 5:41 pm and exited at 9:41 pm.
This is completely unacceptable.
When we came into the store, we worked with Kai, Edwin and Chris, but primarily Chris. Your store’s computer system wasnt updated to have the «iPhone Forever with Trade-​In,» function which caused our stay to be extended. During the 4 HOURS we were in the store, the computer Chris was using «crashed and had to be restarted, never recognized the promotion and needed certain approval from Kai every other step.»
I have been a Sprint customer for several years and have NEVER been in a store past closing hours and into the night. This was unacceptable.
Now, this email also will highlight 3 great associates that we worked with. Edwin and Kai did a great job of assisting when they could and we were thankful for their efforts. The real hero of last night was Chris. Chris worked with us for the duration of the 4 hours, calling internal sprint associates from «Customer Care to the Porting Number Department to NSS.»
His job was made harder and our evening was ruined due to the lack of system upgrades and knowledgeable staff. Kai and Chris can attest to the fact that I am a informed consumer and that I brought the promotion to their attention. Chris worked tirelessly to set us up with new phones and I want to commend him.
During the process, we thought we had the phones around 7pm but, Chris was misinformed about certain information from internal Sprint sources and we had to start this process all over again resulting in leaving after 4 HOURS in your store.
I have learned more about SPRINT then I ever wanted to know and am satisfied with what occurred. Kai told me that he would speak to you in person and I hope that he does.
I want to be compensated for our time. I am interested in working with you to see what you or your store will provide to us, based on the horrid experience and being in the store for 4 HOURS.

TERRIBLE TECH FOR A MUST IMPROVE STORE !
I have been with sprint for several years and i used to go to the one in Palo Alto, since I live in mountain view I was happy to see that a Sprint store with techs is near me (thinking that i will have the same experience as the one un University) I had an issue with my 5 month old phone. Walk in to the store and had a very pleasant sales associate try to help me at unfortunately he didn’t seem to know how to help so he had a lady tech come over and ‘help” i believe her name starts with a J, she since the beginning had a terrible attitude almost like i was annoying her, i wasn’t even able to finish saying the problem when she cut me off and said yeah we «don’t cover that «unless you pay insurance which I have but she would’n know it unless she check but she was to busy txt on her phone to do that, I was consistent for them to help me so she finally took my phone she seemed very annoyed and told to call the manufacture then told the other associate to give me the number to google it, because she was to busy txting on her phone, the other associate told her how do i know is this the correct number? she reply by saying in front of me «oh well just give her that they will figure it out and transfer her» as if wasting time doesn’t matter for anyone specially if your a sprint costumer .I did not get the help i need it this is the second time with the same lady it seem she unfortunately she seems to be the full time tech, she mention that the manufacture did not cover my problem I call the manufacture and they are happy servicing my phone and the manufacture associate told me that tech they should have better training in warranties for sprint techs and I could say I agree with that .
I had oner experience with my mom phone lucky us the manager help us he was amazing and very knowledgeable and helpful this is the reason why i came back with my phone because i felt they were going to help me, unfortunately it didn’t turn out to be that way and i don’t want want too argue in the store because is not worth anyone time i wish his tech associates will take some of that costumer care as him and actually are willing to help specifically this you lady who needs to be more costumer center, i have already called corporate and the treatment the i got was the sprint treatment I’m used to get HELPFUL, POLITE, NO ATTITUDE.
DRIVING THE THE EXTRA MILES TO THE ONE IN UNIVERSITY DOSEN’T SEEM TO FAR FOR THE COSTUMER CARE I WILL GET THERE .I WOULD LOVE IF THE MANAGER CAN LOOK AT THIS ISSUES AND TALK TO HIS ASSOCIATES SPECIFICALLY THE TECHS AT THE STORE BECAUSE PEOPLE STILL DO APPRECIATE GOOD COSTUMER CARE.

I’ve noticed a customer service improvement —
thank you.
I do not need to worry about being charged for my data. (users whom use large amounts of data — sprint is a good option)
Cheers

Waited an hour to return devices. The lady in the front said that she needed the manager to do it. The manager (only other person in the store) was busy helping a gentleman buy a phone. Manager didn’t say a word to us, I would have appreciated a «I will be there as soon as I can ladies» or something along those lines. He didn’t even say hi or hello when he walked right passed us… talk about poor management skills. Time to hire new reps/​managers!

I’ve been with AT&T for over 3 years and never had the luxury of having unlimited data or minutes, even though I was paying top dollar per month.
I made the switch to Sprint at this location and thanks to the assistant store manager named Tyson, the change was quick and easy. He professionally laid out the Sprint plans and walked me through all the procedures to switch carriers. There was no hassle, no hidden charges, and no BS… and I’m incredibly satisfied with my new white and gold iphone 6 plus 64 gb (I upgraded from a black iphone 6 plus with only 16 gb which was killing me) with unlimited data, talk, and text.
Shoutout to Tyson for his excellent customer service!

Oh good lord. This place is so sadly mis-​managed and poorly run. I’m embarrassed to say I’m a Sprint customer — especially after the experience I had with them recently. I totally disagree with one Unilocaler that said they won’t lie or sell you things you don’t want because they’re a corporate store… um, no. That’s not true at all.
I went into upgrade my phone (it had been 3 years) and was very clear with the sales rep that all I wanted was an iPhone 6, same plan, new phone. That’s all.
The guy behind the counter, Tommy — disappeared for 15 minutes and came back with some new tablet gadget and told me it was a free gift for being a valued sprint customer. I told him I didn’t want it and we had this ridiculous banter back and forth about him telling me why I should keep it and him reminding me that it was ‘free’. I told him I had no use for it and he said to give it to someone I know. Then, when I handed over my phone to turn it in and recycle it he said they don’t do that anymore and that I should hold onto it for emergencies. What he didn’t tell me was that he was assigning a new number to my old phone!
So it was to my complete shock when I received my next bill the next month and not only was the «free gift» not free, but he also signed up my old phone to a completely new phone line WITHOUT MY AUTHORIZATION.
When I called Sprint customer care to tell them about this, there was little they could do over the phone so they sent me back to the store. The store manager was completely useless and told me I would have to call customer care — BACK AND FORTH for weeks and many hours of my time and energy spent later (many calls of which were clearly to call centers in India where the people knew nothing of my case)…FINALLY, there was a new manager at this location that at least took care of returning the stupid tablet I never wanted in the first place, but he told me another manager would call me to handle the additional phone line. No one called me so I stopped by two days later and the guy who was supposed to call me never did. I was told he would call me. Well, guess what, he never did.
So I called Sprint AGAIN and my case got escalated to executive care and a nice woman by the name of Denise helped me remove the additional line I didn’t authorize. Jeeeeezzzzus.
The whole thing comes down to this — incompetence, poor training, terrible customer service. WHO HIRES THESE PEOPLE!!! Again, I’m embarrassed that I was taken advantage of and that I’m still a customer with them. I’m just so exhausted and irritated that I don’t want to pay them money to get out of my contract. Ugh. So infuriating.

Old Motorola Photon 4G screen was unresponsive after popping off due to a drop so I went in for a upgrade and walked out with an Aquos Crystal made by Sharp. Broderick made sure I was happy with my current plan and quickly helped me find the Aquos which is affordable and has all the features I needed. Christopher made the data port, fast and painless and I walked out with a case and screen protector. Good experience.
I made it clear I was on a tight budget and there wasn’t any attempt to upsell me on anything — they kept searching for what was affordable.
Note: I went in after 6:15 on an appointment and they were busy with several walk ins but still took care of me since I used the Sprint booking system.

This is a corporate store so they are legit and won’t try to up sell and lie to you. I had a great experience with an upgrade. Spent a ton of time making changes to my account to save me money and helped me w/​new phone.
This is a nice newer store in the shopper center.

The most memorable thing about this sprint store is the crazy person called Jack that roams the store every day to play with the cell phones.
Another memorable experience for me was trying to get a Nexus 6 sim card where I was sent from one store to another, only to return to this location here where they miraculously managed to grab one from under the counter. Not sure why I was told to pay $ 70 for it which after some arguing was reduced to $ 25.
Oh well. I got my sim card now and a working Nexus 6 so I’m happy.

Avoid this place at all cost for the following reason…
1. I went there during off hours and yes, it was adequately staffed. however they were more focused on one another as oppose to helping me, a customer.
2. When I finally did get someone they explained the following: hey, change your plan to 60 gig and we can wave the line charges for a year. later on, I found this to be completely not true and had to sort it out through customer service directly from Sprint.
Overall impressions:
I don’t mind crappy service, I am patient enough to wait, but please do no bait and switch me into an expensive plan. That is simply bad business and unacceptable.

Please do NOT go to this sprint store!!!
Similar to numerous other reviews posted, these guys are complete crooks. How they can sleep at night knowing they lie straight to your face is beyond me. I went in for an upgrade and was told I would get an additional line for $ 10 and was eligible for two tablets and that he would throw in a car charger and a speaker because he was the manager. I get my bill only to find out I was charged over $ 500 for and iPhone 5 and almost $ 300 for a phone that no one would even ever pay for. Not only that I was charged for every «free» item and ended up with insurance on my tablets!!! When I went back they completely denied the entire thing. I wish I could say I didn’t understand or I got confused but I had another adult with me who heard exactly what I did.
The sprint customer care people were amazing but I can NOT believe they are getting away with this. I guess it’s my fault I didn’t read the contract but I’ve been upgrading with sprint every 2 years and have never had any issues. Besides who ever reads the long legal jargon.
Needless to say I have filed a complaint. Please do not go to this sprint store!

Not very pleasant at all. I haven’t been to a place like this in a while, where they just give you the impression that don’t want your business and you’re just bothering them while they do nothing.
Walked in with some questions about my plan and the iPhone 6. First guy I approached had headphones on, but he was texting so I assumed whatever he was doing wasn’t that important. His response was «I’m in a meeting.» The next guy helped me by saying «how can I help you sir?» (While sitting down with his feet up on the desk)
Went to another desk and while he was helping me, he’d be checking his phone every 5 seconds. Glad you’re interested in my business buddy.
I happened to see that 2 people were in «meetings» which look more like training to me. Why aren’t you doing that somewhere in the back, away from customer sight? Are these people not trained to give excellent customer service?
My mistake. I should’ve stuck to going to the Sprint Store I always go to on Mathilda & El Camino in Sunnyvale.

The guys that work here are super helpful and honest. I wish the phone sprint assistance was this efficient and customer oriented. I made an appointment for help but I don’t think that’s always necessary as the store wasn’t crazy busy. Save time and come here instead of calling sprint.
They also were very friendly to a special needs customer which was a nice touch.