T-Mobile

I do not understand why people have had bad experiences at this store. Please understand that a store and their employees are oceans away from different corporate. This is a store, a store the sells products and provides customer service.
I must be honest the prices and payment plans are very difficult to understand, as they change so rapidly, but even store employees have to catch up. T-​mobile is a corporation and they want to make money.
That being said, the customer service aspect of T-​mobiles Paso Nuevo branch is phenomenal. The employees are always caring and do not pressure clients to buy items. When my phones has problems, these employees have the day. I recommend you stop by!

I want to start off by thanking a gentleman named Jake and Liz who were very very helpful. My mom came in feeling unsure because we have been lied to many times by other tmobile stores so we weren’t sure if we could trust them but Jake went so out of his way to make my mom feel comfortable. He understood our concerns and explained every single detail to the both of us to prove what an honest person he is. It couldn’t have been easy. Liz was also great and helped with translation which helped my parents feel more at ease. I wanted to give this a five star review, however, the manager. The manager very rudely to my dad that he wasn’t allowed to step in and out of his store because «it messed up his tracker». I understand what he meant by that, I work in retail too, but I would never ever say that to a customer. My parents were furious. He should learn a little more about customer service from Jake and Elizabeth.

I went into the T-​Mobile store to possibly switch my service from Sprint because I feel like i’m paying a lot for a service that I really don’t need, but I would like to give Kudos to the associate Dahrian Blockman who helped me out. Her customer service and contract details knowledge was exceptionally great. There were a few hick-​ups in the process of finding out what the cost would be for me to switch over due to the company credit processing department. So due to that issue and my timing coming into the store, it took a total of two days, more than 3 visits to the store to get me numbers that weren’t conducive to what I was looking for as far as cost on my over transition. So I am still shopping for a better service provider. Thanks Dahrian for your help.

I had my closed account sent to collections because a customer service rep, Freddy, told me I was good to go after returning a range extender that they gave me for free to make up for their crappy service.
Apparently something went wrong with the return after I had already been told everything was «good to go». And somehow, even though I had just given Freddy my cell number to pull up my account, they had no way of contacting me after I left.
When I came back in and explained that I had a $ 400 bill sent to collections, all due to their incompetence, the staff was short with me and treated me as if I was an inconvenience. A rep ended up solving my problem, but only after he gave me the range extender box and told me to go return it myself. At one point, I asked Freddy a question and he rudely walked away without answering and proceeded to unsuccessfully flirt with a female associate.
All in all, it was one of the worst customer service experiences I’ve ever had. No one apologized for the mistake. No one expressed any regret. They barely looked me in the eye — just tried to get me out the door as fast as possible. I guess that’s how they choose to treat deserting customers at T-​mobile? That’s a shame because I just signed on to Apples financing plan so I could bounce between carriers. T-​mobile just lost my business. I won’t be back.
I should add that my experience in the past with this t-​mobile location has been generally pleasant. But this, like their spotty service, was unacceptable.

Got my upgrade from this place! Everyone was so nice and courteous, especially Josue who went above and beyond to help me me set everything up and even recommended a bomb Mexican restaurant nearby

Wow. For the first time, I am proud to write a positive review on a T-​Mobile store.
I came in to upgrade my phone from the 6 to 6s, as well as adding my boyfriend on to my plan. First things first, customer service was absolutely superb. We were immediately acknowledged by Mark (despite the crowd and high demand of customers), who was super knowledgeable and helpful. Will helped streamline the process, who was patient, kind, and defined the true meaning of customer service.
We each just walked out with brand new iPhone 6s, hooked up with case and bundle deals… Super happy customers!
Thanks guys! Keep doing your thing!

Would give no stars if I could. Walked in to get a new iPhone 6s. The refused to sell it to me without me buying an accessory (a $ 40 screen saver). Said it was the policy of THAT store, which is nonsense. I walked out and called customer service who verified you did not have to purchase an accessory. I only wish I had called customer service while IN the store. This location is SUPER shady, watch your wallets kids.

Switched two lines from AT&T. Had great service and education from Marcos in the Paseo Nuevo store. T-​Mobile now has the best plans for me. Marcos explained my options clearly (& patiently). I’m pleased.

Great store great employees. Easy to get to with parking close. It’s a shame t-​mobile doesn’t get service at my house, even with the booster AND WiFi connector, otherwise I’d stay with them.

Thank goodness I had gone to this store because I thought I was going to have to switch back to my other service which I didnt! Anyways, went in last saturday (4÷11÷15) and wanted to finish activating my phones and account because I had pre ordered the new samsung galaxy s6, and Kenneth Hutcherson was the one who helped me, let me just tell you first off, such a helpful, patient, and cool guy who helped me in the worst experience with phone services EVER! He and his manager were able to solve my problems and talk me through each step and do everything and anything to help me with my problem. I was so thankful they were able to help me and guide me step by step on what the other t mobile store didnt do which is unfortunate that it was a bad first representation of t mobile but this great experience made up for the bad one. Ask for kenneth because he can solve the problem and he is good at working with his customers, thanks again kenneth!

spoty cell service and bad customer service as well. I tried tmobile but switched back to verizon the next day because there was no cell service at my house. tmobile charged me a large restocking fee even tho the reason for my return was due to having non existent service. in addition the employees seemed annoyed with the inconvenience of having to take a return.

So let me start off by saying i was pretty skeptical about swithing over to a different carrier seeing that my visits to previous phone carriers that day failed, due to horrible customer service. And the fact that i have bin with AT&T my whole life. but the guys ‘Marcos & Darin’ at this location where incredibly helpful! Everything felt very straight foward, and best part is they werent rude. which made my experience extra special. I Would most definitely recommend this location/​carrier to a friend! thanks guys, your the best!

When I first walked into the store, I was greeted with a warm welcome! They asked how they could help and I didn’t have to wait a second. That’s never happened to me before! I’ve been with AT&T for the last 6 yrs and it took the associates there at least 5 minutes to get to me. At AT&T they all hang out in the back, or in the front and pretend they are doing something.
At this T-​Mobile store that wasn’t the case. Everybody was greeting the customer as soon as they walked in the door. All the employees were hard at work and not one of them was standing by themselves or playing on any of the phones.
I’m an old AT&T customer coming over to T-​Mobile for the first time. My wife was also with AT&T and we wanted to switch providers to save money and get the unlimited data. They had a great deal that saved us $ 60/​month for both phones, plus my wife got a brand new iPhone 6. We went in to the Paseo store with what seemed like a confusing task and the associate that helped us (Marcos) made the process easy and convenient.
It turned out that they didn’t have the iPhone my wife wanted in stock, so while it was on order they gave her a loaner phone while she waited for it to show. We had to give her old phone to a friend of our’s and they gave us the loaner phone at no charge!
Marcos was more than courteous and very eager to help. I had some trouble with AT&T providing the unlock codes and he got right on the phone to solve that problem for me. He called me back when it was done.
The customer service here was top notch. I had a great experience.

I went to T mobile store at Santa Barbara to port my att number to t mobile. Store associate Marcos, was very kind and patient to answer all my questions and helped me with the on boarding process. Overall experience was very pleasant and thank you Marco for all your assistance. You rock and so as T mobile

I went in today to get a new phone off contract since I’m a prepaid customer and the experience was pretty straightforward and easy. I was helped by Alex who asked me some questions and told me if I pay for my next month’s service in advance I could get a discount on the phone. I agreed, he grabbed the new phone out of the back, and I paid.
After leaving I remembered I wanted to get insurance for the phone so I went back in to find Alex helping another customer. I was helped by Katie (or Katy, I can’t remember the spelling), paid in cash, and left. Overall I’m very happy with the service and experience.

Wish i could give this place 0 stars. They are friendly and have good customer service, but they dont know what they are doing. They told us we had to CANCEL our plan on our own, THEN ask for a code to unlock our phone if we want to switch from AT&T to T-​mobile. They said it meant we would go without a phone for up to 5 days. Ridiculous! We just left.

Wanted to buy a new phone from T-​mobile because I have heard very good things. Things changed shortly after I went to this T-​mobile store located at Paseo Nuevo a few days ago. I was helped by a younger man named Ken. He was extremely condescending every time I asked a question and he answered so rudely like he didn’t even want to be at work. I was SO shocked! Maybe he just doesn’t like female customers very much, as I was not rude at all, just interested in buying a new phone. Needless to say, I will definitely not returning nor paying money to T-​mobile because I don’t support a business that employees such rude people and neither will anyone of my friends after this incident! Seriously, how is this guy Ken still even working here?!

The staff is friendly and nice.
Every time I go into the store its always busy.

I thought this was a great place when I first signed up because they had cheaper rates than other wireless providers. However, I recently cancelled my account and got an iPhone through a different provider. I had been paying month to month and also making monthly payments on the android I had gotten back in 2011.
When I went to the store to cancel I asked what I owed and the girl that helped me said it was only last months service payment of 80something dollars, I asked if I owed anymore money on the phone because I didn’t think I had fully paid it off, she said no you don’t. So I thought everything was taken care of.
Well a couple weeks later I receive a letter that says I owe so I call tmobile to make the payment for the service the last month and the lady over the phone informs me I owe 250 something for an early termination fee! I was never under contract and she tells me I also owe $ 60 on the phone. I had a feeling I owed on the phone so of course I’m ok with paying that off but I never signed a contract. Luckily this woman on the phone was smarter than the store employees so she put me on hold while she checked into this issue. To my relief she was able to see that with my service plan I was not supposed to be under contract and so she removed that from the final bill.
My point is these employees need to be better trained so that they don’t mislead their customers! Don’t trust what the employees here tell you. Make sure that you keep all of your paperwork.

Went to check out some of the new smart phones they have. It was close to their opening time so there were no lines yet. Met with Jesus who was friendly and knowledgable about the phones and plans. I don’t often enjoy going into phone shops with high-​pressure sales people. But this was a pleasant experience.