This store is awesome! Jose M and Chance were great to work with. Helped us every step of the way to solve our cell phone issue. Extremely knowledgeable and professional and this will be our go to T-Mobile store from now on.

Jose and the other guy were awesome giving me solutions and great service in person or over the phone. I called today and a girl picked up, when I asked her help with something that José and his team were able to do over the phone. She said I have to go to the store. When I asked to talk with someone else, she said she was alone in the store, which I dont belive her. And she said José doesnt work there anymore :(

Excellent customer service today. I requested a new SIM card and battery for my phone. I received the SIM card and advice on how to get a new battery. I wasnt pressured to purchase a new phone ☺ she offered to help me contact their technical assistance if the things I tried didnt work. This is the customer service I really appreciate!

Quinn provided me with outstanding service!Walked me thru my new phone with such patience and knowledge; I learned some really great stuff.

The customer service was awesome! Hayden helped us, and the experience was quick and painless. All the employees were friendly and helpful.

Great service! Good people. Always help me with my service.

I wish to congratulate you on the team at t-mobile capitola ..Allen was a great help..veryComptent and graciousAlso Juan and Alex ate very helpful and patient and competent.Good team ..join derry

We signed up for service, Pay as you go. They charged the credit card but didnt add any of the minutes/text to the account. I called the store and they are refusing to even look at the account, asking us to go in person or call 611. The customer support 611, does not have any records of the charges. Spoke with Oscar, a supervisor and again he was unwilling to look at the over charges. Beware you pay for service you dont receive.

First off....disregard my one star as you cannot currently on google reviews rate zero or negative so for all of you who stumble upon here I give this store and this company an F-.This is the worst Store I have ever been to in the history of retail experience.I came in on October 2017 to ask about switching over from Verizon. I still had a phone payment and All I was told by the store manager Oscar at the time was to trade my phone in and they would take care of the rest of my bill at Verizon. Next thing you know in January I get a past due bill from Verizon saying that I never paid off the phone and I owed them. I was confused, I came back to the store to find out Oscar was gone. There was a new manager, he told me that there was supposed to be an additional step after the phone trade in, to submit online a prepaid card and upload my Verizon bill. Which obviously was never explained to me otherwise I wouldn’t be writing these words and you would have a happy T-Mobile customer but alas.....Here we are. The manager told me to call customer service and they would understand and fix it. And while that worked with the first customer service representative. When she transferred me to the rebate department they straight up denied me. Saying that it didn’t matter that I was misinformed the application was past the submission date. Ignoring the fact that it wasn’t me who forgot to submit it and is looking for a Hail Mary second chance but an actual mistake that an employee from your company made. I called customer service again and I was able to get a supervisor who would work with me, she said she’d be escalating it and they should fix it and that she would call me in 2 weeks. I mentioned that for all this time without service I requested a one month bill credit as well as the credits that I would be missing out on and she agreed and gave me a bill credit. She never called me back and three weeks went by and I called through the customer service line where I met another supervisor who gave me the complete opposite of what the previous supervisor had said. He went on to say there was NOTHING I could do, because I had already received the necessary credits. When I asked what he meant he referred to the bill credit that the previous supervisor gave me. I clarified by saying it wasn’t THE bill credit for my phone but a time without service credit and the manager cut me off and said it didn’t matter and he couldn’t do anything else. I went back to the store and lo and behold there was a NEW store manager named Francisco. I explained the whole situation and I gave him my Verizon bill and everything and what do you know, he said that he couldn’t even give me the whole amount of the buyout because they already see it as a satisfactory repayment. so THEN I’m Mrach a survey supervisor reached out to me and asked why I had given the T-Mobile survey such a low score and what made me switch to AT&T? I explained the situation yet again and the MOST HE COULD DO was give me an extra 80 dollars........THE MOST YOU CAN DO FOR A CUSTOMER WHO YOU SCREWED UP ON WAS JUST A REST OF A BILL CREDIT AFTER NOT ONLY YOUR LEADERSHIP FAILED COMPLETELY TO DO THEIR JOB BUT THE LEADERSHIP OF YOUR CUSTOMER SERVICE LINE YOUR STORE, YOUR COMPANY IS A FAILURE. YOU HAVE SCREWED UP MY CREDIT. YOU HAVE CREATED AN AWFUL EXPERIENCE TO WHICH I WILL NEVER DO BUSINESS WITH YOU OR RECCOMEND OR SUPPORT YOU EVER AGAIN. When I switched to AT&T? Not a single problem....wow.......imagine that.....what a concept.

I have not written too many reviews in my life, only because I have not ever received exemplary service as much as I have at the T-Mobile in the Capitola Mall. The service I received from the Assistant manager Ellie over these past two years is completely above and beyond.I first activated my service in 2017 and it was the best decision I had ever made. Ellie gave me great deals and recommendations on promos that were relevant to what I actually needed, unlike the woman at the time I had originally seen for a quote. She was moreknowledgeable about the phones and what was best for me more than the actual manager at the time.. and I think she had only been wokring there for a few months. This girl is an absolute natural. She knows what she is doing but is nothing but humble about how she does it. She is skillful, unique, and very personable.I have not seen anyone at tmobile but ellie since I activated except once and it was the most terrible experience ever at the watsonville store. I don’t care if that means I have to wait hours for her, I will do it because her service is 100% worth it. She always finds time for me, even if it is almost closing time. She has not only helped me with my phones, but my computer and my plan and anything I could possibly need. She is absolutely amazing. I have reccomended many of my friends to tmobile just because of her and I am surpirsed she doesn’t manage that location yet for all the hard work she puts into every transaction she handles. Ellie is the best! Don’t bother seeing anyone else if you want a good and helpful person always taking care of your account!

Came into this T-Mobile store because I was in the area and had some problems with my bill. Stephanie was very patient and knowledgable! I was in and out with my problem fixed in no time. Totally worth the extra time to get there, will definitly come back if i have any more trouble!

Pleasant and knowledgeable representative. Chuy handled the service request to our satisfaction.

Absolutely horrible service. The staff including the store manager are completely clueless on what should be basic knowledge. Do not recommend coming ever!

Very poor customer service, I would rather go to a different store but here, Ive been in many T-Mobile stores they were very nice and they make you feel value customer not the Capitola mall location. Dont go to this location.

Straight up trash. Came to replace my recalled note 7 and sat around for an hour because nobody knows what theyre doing here. Still being offered to buy additional services while talking about how Ive been waiting for far too long. I feel like I know more about phones than the ppl working here.

Store Manager was Unhelpful in resolving a store caused issue. 2 weeks ago, filed a claim on a phone that stopped working. Representative said the phone would arrive in 3-5 days, 2 weeks pass by and I call Tmobile hotline and they say a claim was never processed. I have the warranty receipt and told them I would not come in unless they could help me get a phone that day. I told them since it was your issue, and you have the phone in stock, either give me the original price I paid for the phone and I buy a new one, but the said no. Buy the phone full price, or wait a few more days on the phone I should of received, do not go to this store. Representative fell through on promises and store manager would not reasonably resolve the situation.

We changed over from Verizon to T-Mobile. We were told we would be getting $200 credit for EACH LINE that we switched over. Four months later we are still fighting to actual get the credits.....we are out $1000k that they promised for the trade in/switch. When we go in store they are unable to answer our questions. My voicemail doesnt work, in store couldnt help with that either. They seem to not be able to help with even the most basic things! I regret ever switching to TMobile.

Employee Stephanie Hernandez is extraordinarily helpful! If youre going to go to this location, make sure to find the person with long black hair, glasses, and named Stephanie.

Had a previous plan with AT&T, mostly a negative experience. I had a nice HTC that I was very happy with, but the LCD burnt out. Not wanting to go back to ATT, I looked into T Mobile. Seeing reviews comparable to ATT and Sprint, I went in. When I entered the store, I was the only customer, and every employee immediately directed their attention towards me upon entering. I was immediately attended to, and I have to say, its real great after being put into a queue every time you step into ATT.I simply said that I needed a new phone and plan, and I would need something with a quad core. The first phone that was pointed out to me was one of the newer, as well as cheaper models. All questions I asked about the phone (which i looked up later on to see if I was lied to) were answered accurately. The salesman that helped me was very knowledgeable and happy to answer my numerous questions. I ended up purchasing this phone (LG G Stylo) after looking over the features and layout.At one point, the store became rather busy, and my sales rep had to attend to another customer to thin out the crowd. There was an unruly elderly man who started shouting, I guess there was an issue that the store couldnt resolve at that particular location or something, I dont know. The sales rep politely apologised multiple times and suggested alternative solutions, and did not raise his voice at any time.When I was checking out, I was shown my receipt and total before payment, along with its list-esque format. Every subtotal was exactly priced as I had been told by my rep, and after tax and activation it was actually around $30 cheaper than I thought it would be.Upon driving home, I find I get full 4G all the way to Scotts Valley. Highway 9 from Felton to Boulder Creek has pretty solid 3G/2G coverage, and given 5 to 10 seconds, can load facebook and other apps. Coverage is more than enough for calls and text.When I went in, I expected to be there at least 40 minutes. I expected to see at least one or two prices that werent accurate, and/or hidden fees. And I definitely expected the service to suck.I was there just about 45 minutes, prices were as described, and the coverage is more than necessary for my needs.All in all, Capitola T Mobile met and exceeded my expectations, and the staff proved they can keep their cool when a customer cant. 5 stars for good customer service and sending me home with a great phone that I am very pleased with.

Horrible horrible carrier. Reception is garbage. Every representative tells you something different when it comes to your account. STAY AWAY FROM TMOBILE!!

Young men working the floor on a Saturday drop-in were very helpful and sweet, especially Ramon, who went over all the possible ways to maximize my account and insurance value, and helped me pick out a better phone at a great price.

Has been bad in the past but getting much better.

Great tmobile store staff is great

Friendly and helpful staff, love T-Mobile.

Great customer service.

Excellent customer service.

The Capitola store is the worst ever. Service reps are rude and not helpful at all. Had to buy my phone online instead.