T-Mobile — Local services in El Cerrito

The staff was great except for the one representative who handled my order. When I walked in, a guy greeted me and I asked if they had a specific iPhone in stock (I had ordered it earlier in the week to pick up there, but they auto-cancel orders after 2 days and this was the 3rd day.) He asked what color and I said black. He said, "We have a lot of pink but let me check on black." He checked and said yes.

Then they passed me off to this woman who seemed personally offended that I kept saying no to all her upsell offers. After going through the entire order process, she went in back and came out and told me the phone was sold. In the 10 minutes I was in the store? There were only a few customers there. I asked if there were other colors and she said no. (What happened to all the pink phones?) She suggested I order to have it shipped to me (which I didn't want to do because that requires a signature and lots of coordination.) I asked if she knew when they would get them in, and she said they get shipments weekly on Tuesdays but there was no guarantee it would be there. (Which is weird, because I feel like if I ordered it there would be a guarantee.) She couldn't take my order, though, and told me I had to go back online to order.

I felt like something was off but I didn't argue. I went to a cafe, opened my laptop, and re-ordered the phone. It said it was ready for pickup at the El Cerrito Plaza store. To be certain, I called the store. I explained what happened to the guy who answered, and he went to the storeroom to physically check that the phone was there. It was. This is less than 30 minutes since I was at the store.

I went back to the store to order it again, and the woman kept looking across the store at me. I said, "It turns out they had it after all." Instead of apologizing, she said, "Earlier they hadn't yet taken the phone off reserve even though they canceled your order." Okay, so that's story #2. Previously she told me it was sold.

Then another woman waited on me and I asked her why the first woman had said they didn't have the phone. She said, "We just got a delivery during the time you were gone." Today's a Friday. Presumably they get deliveries weekly on Tuesdays. I had only been gone about 30 minutes. Okay, so that's story #3.

I said, "She could've just apologized and said she didn't see it on the shelf." Which is obviously what happened, unless she was just mad that I didn't respond to her upsells, which I sense may have been the real reason for the miraculously disappearing iPhone.

T-mobile customer service gave me a credit for my time and trouble, but I'll never go back to this store again. Not only did this woman lie, but the others lied for her. You can't tell a customer 3 different stories and expect to...

The reason I gave T-Mobile a two star rating they have poor service. A few of the employees have good customer service, but I have some bad experience with them. I had to help somebody out to get a phone and apparently didn’t want to meet me halfway to pay their bill, so I had no clue that a 14 day return policy and I end up switching from T-Mobile to AT&T. I have no issues with AT&T. The only issue I had with T-Mobile was a lack of poor service I do love their T-Mobile Tuesday but as for Netflix, I didn’t get that because I didn’t tell me I had Netflix didn’t tell me I had one year of Apple TV and I’ve been with him for almost 10 years now that’s a long time before I end up switching up to AT&T and now I’ve been with AT&T for almost 4 years because I had two lines with two different services. The only reason I kept T-Mobile because of the T-Mobile Tuesday for the freebies, but for some reason, the one in El Cerrito by Del Norte that experience and definitely will not come back to that store again what they need to do is have a 30 day return policy instead of a 14 day return policy and now if a family member or a family friend pass away they should like give you a little leniency on the return policy and they need to make it clear on their phone services one minute you tell somebody oh they’ll be $287 but then you show do not tell nobody about the magenta max plan what they need to do is work on their customer service and tell the customers the truth that’s why I gave it a two star rating but I love AT&T and I love their service. I wish I had AT&T Tuesday. For the freebies, but at least I got Max known as a HBO Max now it’s called Max lol 😂 but anyway, please work on your customer skills and stock mind to customers about their family plans for the mobile services thank you. This needs to go out...

By sticking to logic I easily appeared more trained then the worker Silva who didn't help me at all. Online order for pick up as a first responder She said activation failed tried to get me to do another credit check after contract was signed, she was wrong. Their support located and matched my info. Boom. Was told to cancel my order and come back tomorrow while she marked it " picked up" to get my phone, Day 3 came back someone stole a display phone so soon as I walk in the have to close down the store per manager still no phone given. Called the police on my. I did get an incident number which included the information she marked my order picked up. Is she trying to get commission or steal my phone? Day 4 still no phone She knows you can't cancel the order if it's marked as pick up complete. They acted so distraught as if they were robbed at gun point, Silvia taunted me saying things like because you aggressive with us your not getting your phone or I'm not going to keep explaining it to. All they have to do is give me my phone I paid for. Worst services ever, dishonest,lied She thought I was scared of police however the officer not only wrong incident out he noted her smug look she gave after expressing she didn't feel comfortable leaving because I was parked in front of store waiting for cops show up. I feel Ike she's a fraud and as of now stole my new phone. Shame on TMobile and Silvia As a black man her lies to the cos could've cost me my life or freedom and she should not be giving that power by being allowed to work the public. Remember if you are a liar you're a cheat and if you cheat you're a theft, and there's no honor...