Presentation on Map Reviews Nearby

Apple Los Gatos in Los Gatos

3.8 (199) 23 N Santa Cruz Ave, Los Gatos, CA 95030, United States

Categories

Computer repair service
Electronics store
Mobile phone repair shop

Location on the map

Los Gatos, Santa Clara County, California, US

Phone: +1 408-399-3880
Site: https://apple.com/retail/los...

Opening hours

Monday:10 AM–7 PM
Tuesday:10 AM–7 PM
Wednesday:10 AM–7 PM
Thursday:10 AM–7 PM
Friday:10 AM–8 PM
Saturday:10 AM–8 PM
Sunday:11 AM–6 PM

Edit info

Total reviews rating 3.8

199 Reviews for Apple Los Gatos 2024:

Review №1

2024-04-24 13:15:50

What an awful way to run a business. Walked in with the intent of buying a watch, browsed for a good 10 minutes and not one person came up to me; it was not busy. Had to interrupt a conversation between 2 employees TWICE to get help and was told to wait by one of them.

Review №2

2024-05-25 03:26:50

Four weeks ago I went to Apple Store to get help with my phone three times I had to go each time was almost 3 hours the last time it was and then I called up Support and they said that they run a diagnosed and they found something wrong with my cell phone Apple support told me that Los Gatos never ran because they would have proof of being diagnosed of the last three months The store never did diagnostic on my phone so now I’m trying to get hold of the District manager of the store to report this but nobody seems to have the district managers number and that’s sad my next step is going to the papers of Los Gatos. I feel bad for the elderly people that can’t do much, but Apple Store is taking advantage of everybody!! This is not over because I want to go public. I want the whole store to be investigated!!!

Review №3

2024-02-04 01:02:29

Apple software sucks, Apple service sucks. What happens to the old apple when people truly call its tech Genius? It took me 4 trips, 2 weeks to find out that apple cannot fix the phone/watch paring issue. Im not sure how many people are in similar situation, I am fed up with the seemingly friendly but useless tech supports in this store. I used to have pity on Apple because I know how weak they will be if facing real competition from Huawei, now I simply detest Apple, too old and too lazy, bound to fade.

Review №4

2018-10-07 02:00:04

Walked in today just to look around. Noted an undercover security guard by the door as they were robbed recently. About 30 seconds after entering an employee approached me and asked if I needed any technical assistants “ no thank you just looking” he noted my Apple Watch and asked if I would like to check out the newest one “sure” he took me over to the “toys” and handed me one to look and and said here check it out and if you have any questions please ask, them walked away. My kind of employee “very helpful but no sales pressure” good job Apple with your customer service.

Review №5

2024-03-15 21:08:10

Terrible… has a Genius Bar appointment. Los Gatos is challenging to park at. Got there 10 mins early, told me I needed to wait to check in. Store was not very busy. Checked in….waited for 30 mins. Nothing!!! Finally had to leave.. wasted my afternoon. Choose another store.

Review №6

2024-03-15 03:48:45

I recently received excellent phone support from Selene Cuevas of the Los Gatos Apple Store. This was in regard to making a purchase. She is an excellent communicator and offered options I that was not aware of. She provided valuable information and I highly recommend her!

Review №7

2024-05-07 04:35:51

I find Apple LG a toss up. You can get nice staff, or…less than nice staff. But the employee who helped me on Saturday, Nala, was extremely helpful and competent.

Review №8

2024-01-19 02:48:22

I recently had a very frustrating experience at the Apple Store. I brought in my iPhone because it was having charging issues and the speaker volume was weak. After waiting for 45 minutes, the staff at the store told me that my phone had a broken charger jack and faulty speaker, and that I needed to buy a new phone.Feeling skeptical, I decided to get a second opinion and went to a third-party local store. To my surprise, they informed me that my phone only needed cleaning on both the charger jack and the speaker, and it only cost me $20.I was extremely disappointed and frustrated with the lack of professionalism and competency at the Apple Store. Its disheartening to think that I was almost misled into purchasing a new phone when it wasnt necessary. I strongly advise others to avoid this store and seek out alternative options with better service and more trustworthy staff.

Review №9

2023-01-26 00:56:37

Terrible service at this store for my husband’s Apple 14 problem with my husband’s EarPods this afternoon at the Genius Bar. The person was not helpful, knowledgeable or kind. She did not know how to handle this problem properly so she rather my husband get out of the store faster. Unacceptable customer service. We pay an exorbitant amount of money for these phones and Apple’s customer service skills should be top-notch but they are clearly lacking in this arena.

Review №10

2024-04-01 20:41:59

Work on your customer service. You literally have people standing around doing nothing and they are rude when you ask them for something. We spend a lot of money on your store the least you can do is not throw bad vibes and be unwelcoming. Not coming again here for sure.

Review №11

2024-02-04 07:02:50

I had a good experience here for ordering on the app and picking up some products. Staff was kind and fast. However it’s not very easy to find parking around here. It’s best to start the navigation to a near parking lot first.

Review №12

2024-01-05 03:36:34

I needed an extension cord. Seriously? let us NOT play telephone and pass the order back from ear to ear verbally, and have a third person come out with the wrong thing, rather than pointing me directly to the display shelf. Also, extension cord means something that plugs into a wall, not merely a cable. Two stars for actually having things that will suit my needs and a person graciously handling the door and making me laugh after the sales guy with zero skills or comprehension.

Review №13

2024-01-13 17:23:26

We tried to return a package of unopened Apple Tags at this store since we were there for a class. We showed the salesperson our Apple Store receipt. Salesperson says all Christmas returns was January 9th and we missed it by 2 days. We requested she speak to her manager. She came back and confirmed her manager will not authorized any exceptions. The next day, we returned the Apple tags at the Apple Oakridge store. They had no issues in taking it back and did not mentioned any deadline of January 9th. We felt the salesperson at the Apple Los Gatos store spoke to us in a very cold and demeaning manner and that there were no considerations that we also recently purchased an iPad, iWatch, Airpods and some other accessories. Granted that we didn’t purchased them at this store but it’s still an Apple Store, and we had receipts to show it. We expected a pleasant experience and some uniformity from Apple stores. It was not a pleasant experience at the Los Gatos store.

Review №14

2024-04-18 18:11:38

Shawn was very helpful, knowledgeable, and professional in getting my boss’ phone fixed. Very fast and attentive service on a busy Thursday morning. Thanks!

Review №15

2023-12-22 08:35:05

They have had my iMac for repairs and have called me for the past 2 weeks asking me to call them back.I’ve called them 10+ times at different times of the day for the past 2 weeks and no one has answered.I’ve called the central support line twice, and they can’t even get through to them. And the central support line could not provide me any other way to contact them, besides going back into the store.And I’m about to leave for Texas and don’t have time for that now!

Review №16

2024-06-14 01:43:57

Kind and knowledgeable- I bought a new phone and knew what I wanted and they helped me out with details and setup. Seamless.

Review №17

2023-11-12 03:26:56

Worst Apple store experience ever. I usually love upgrading my phone. This time, they tried to upsell me repeatedly, told me to trade-in my phone online rather than in-store liked I wanted. They do not make you feel welcome. Apple retail is now like a bad car dealership. What happened Apple???

Review №18

2023-09-24 00:23:12

Many thanks to your staff member Shawn (Sean?) who handled probably his most difficult credit card transaction of the month (if not the year) selling me two Apple computers, doing so with tremendous coolness and grace while having to do extra work to satisfy my bookkeeping needs. I didn’t have one of my credit cards properly linked to the phone in hand, and he guided me through a successful workaround to that problem.

Review №19

2023-10-29 18:42:42

Ray and Josh at this store helped me fix my laptop right now 10/29 at 11:30 am. What an awesome ppl they have at Genius Bar! Thank you Apple 🙏

Review №20

2023-11-04 03:00:06

Bad service experience!!! Try go to other stores as much as possible!Redirected from other store here for parts availability reason. Received Apple email telling me to bring in my phone for repair. When we arrived, it feels that we are not welcome here from the beginning and the store manager refused to take the repair order and asked us to come the next day (it was not busy in store at all). We were ok to leave the phone in the store for repair and come back for pickup the next day, but the manager refused us, not sure why.We eneded up drove to the Palo Alto store and they happily took the phone in store so we can come and pickup the next morning.The store staff and the manager are not willing to help or provide any suggestions at all except saying no to us.

Review №21

2024-03-02 01:04:11

Worked with Yohan at Genius Bar. He was very knowledgeable and friendly. Overall, excellent experience!!

Review №22

2023-06-19 21:31:08

The Asian staff ( sounds like ) Jason was not very keen to assist and was not patient. I had never seen such a treatment in an Apple Store. My husband was about to ask his female to change to another staff. In all this man wasn’t not qualified as an Apple Store employee.

Review №23

2023-09-12 18:42:30

I drove in from Santa Cruz area w/a broken AirPod. We bought AppleCare sent it off came back still, didn’t work. Took to Best Buy in Santa Cruz where we bought the Apple Care and after almost 2 hrs they couldn’t get it to work or replace it like they said they would when purchasing the AppleCare. Told us to drive over the hill to Los Gatos. Did that yesterday 9/11/23 the rep was rude to begin with but I hung in there and finally he said he got a manager to give me a new pair of AirPods. Got home charged all night didn’t work because he sent me home w/my old broken pair!!!!Can’t get a hold of anyone in Los Gatos either by phone or chat so I feel I got Scammed. I wish I knew your representative’s name that was so rude and frustrating I actually said if my husband was here he wouldn’t be talking to me like this.My appointment time was at 1:00 pm Los Gatos, CA store older man the only elder on at that timeMaybe you can have him send me the AirPods?!

Review №24

2023-01-29 04:30:08

Had an amazing experience here setting my newly bought iPhone 14 with Thibaud, who helped me through it all, as there was an issue with my cellphone provider which took so long to get resolved. Thibaud patiently guided me through all the steps and we finally set the phone up.The day before Will was also very helpful with choosing and buying the phone.Two thumbs up!

Review №25

2023-06-04 19:56:20

Checked in and sit at Genius Bar. 14 minutes have passed my appointment time yet nobody come to assist.

Review №26

2023-06-13 21:29:40

I had terrible service for getting my new Apple Watch Series 8 set up. Jason was very dismissive and was more interested in helping another person who came in after me and high fiving with the other employees. He was not helpful at all.

Review №27

2024-02-06 23:27:17

7 people standing around no one could help me with a simple question. Spent an hour in the store (I had an appointment). And I left with still no help.

Review №28

2022-09-08 23:15:10

An appointment was made for me, a week ago, by Apple support. I was dubious, but showed up at my scheduled time. They knew who I was! My laptop was soon diagnosed as beyond help by a friendly technician. I indicated Id like a new device. I asked and received advice on how to retrieve my old drives information. He expressed my options and I choose a new computer on the spot. I left the shop after 30 minutes total. I am pleased.

Review №29

2024-03-01 15:14:45

Had someone try and buy a Mac with my info never been there but they still tried charging me !

Review №30

2023-03-28 18:27:15

After visiting this Apple Store for iPhone 14pro battery issues, my phone now has several more issues that didn’t exist prior to my visit. I can no longer set up Face ID, save any kind of videos, and the battery is still dying at an unreasonable rate. The Apple employee wiped my phone to rid it of any possible software issues, yet this did not come close to solving the problem. I am beyond annoyed with the terrible service, and I now have a phone that is less usable.

Review №31

2023-09-23 02:16:45

Nice and beautiful Apple store with all new products. You have to check in at the front and wait line before enter store. Service is very good.

Review №32

2023-04-18 22:19:28

Made a Genius Bar appt for a Saturday in Los Gatos. I was worried about traffic but not too bad. Store wasn’t very busy (12;30 pm). I was 10 minutes late and asked if they could still see me. Yep!! Ray came out to help me and was concerned I had been waiting 10 minutes. My iPad Pro wouldn’t power on. Ray had it powered up almost before I signed the apple waiver. Go figure. A good laugh but I know how to fix a stuck powered down iPad Pro

Review №33

2022-03-26 21:23:52

Amazing service! The technicians worked on my old (and slow) laptop all day until they were able to upgrade it and make it work. I thought I was going to have to buy a new one but they saved the day. Im really grateful they were able to do it and that it was free! The staff is friendly and mindful and treat you like a person. I highly recommend coming here.

Review №34

2022-12-23 04:49:35

Another happy customer, I didnt recall since when my airpods pro (gen 1) have seen significant drop on its noise cancelling performance, i read from the social media that apple has this sound issue program so I just stopped by at this store with a genius bar reservation. Everything was very streamlined and smooth, it only took less than 10 min for the staff their to test and confirm that both my earbuds failed the test, and the solution is to provide two new earbuds to replace my old ones, this essentially add another couple of year service time for my airpods pro. very glad Apple made this decision to get this issue fixed for its users, also a shout out to the store staff! - thanks.

Review №35

2022-04-12 06:26:53

Incompetent apple store for any repair/warranty and true shame for the company. This store made me question my brand loyalty (I buy both personally and many Macs professionally for my employees) by inconsiderably wasting my time for two hours (which is much more valuable than the $38 defective charger they were supposed to replace under warranty). They initially tried to claim that they don’t have warranty because I bought it from Amazon (which is an authorized seller) and after I show them the warranty policy from the Apple website that clearly says all accessories are covered for 1 year even if they are bought from 3rd party, they wasted another 40 minutes only to come back to say they don’t know how they can help as the charger was only intermittently not functioning instead of being completely dead😂… No company should allow their customer facing people destroy their brand and you would think Apple would know better.The highlight and takeaway was both the genius bar employee and the store manager said that I should just contact Amazon for Apple’s defective product because Amazon is pretty good at taking care of their customers and issues, which tells a lot what Apple’s own employees think about their customer service compared to Amazon’s. And they were right, Amazon shipped a replacement 5 minutes after contacting them despite the purchase passed the return window and it should have been Apple replacing it under the manufacturer warranty.

Review №36

2021-08-10 06:38:26

I needed to score a birthday present for my girlfriend and low and behold her speaker on her 📱 just blew out. So I thought this is simple, get her a new 12 pro in gold to match her Rose gold 🍎 Watch.So I hopped in the Rover and drove down to this Apple store in Los Gatos hoping they would have exactly what I wanted. I usually shop in the Marina Green SF store and it is very similar in size and layout.There are also a lot of clean restaurants and 🍷 spots to get a little 🐝 on before I dropped a G on the new gift, which eases the credit card.The lady at the front door was first like “25 minutes”. But then I said “hey I know exactly what I want so can you help me without the wait? She looked around then dropped the order into her machine and out came the phone in no time at all. In and out in 5 minutes flat. Great customer service!!I strolled out feeling fine and flew home in no time with a card and some flowers. Let’s just say the 🎁 was well received and with Apples awesome store I was back for breakfast 🥞 and 🍳 and 🥓.Thank you Apple.

Review №37

2022-11-07 17:30:05

Everyone was so kind and friendly. I was slightly late to my appointment however the lady at the front who greeted me fit me in later. I was provided full diagnostics while I attended a group class on photography with my phone and a couple of different options on how to fix my computer issues.Thank you yohan and Team!

Review №38

2022-09-10 20:04:09

Appointment at 12:35 pm.Got the technician at 1 pm. Make sure you are checked in even if they say you are as soon as you enter. Not sure what was the issue and why there was so much of a delay. Not a good experience. What is the point of an appointment if you still need to wait 30 minutes to really be seen. Very disappointing for a brand like Apple

Review №39

2024-05-11 17:15:13

Waited about 10 minutes after check-in before someone helped.

Review №40

2017-09-11 16:38:33

Excellent service and very friendly staff. Parking is typical downtown parking, but easy parking.

Review №41

2022-08-18 03:45:45

Just a place to buy new apple products or hear old excuses. I had an iPad Pro 12.1 out of warranty which doesnt charge properly and the genius bar technician refused to try solve my problem. You got good use out of this for 6 years, now just buy a new one he says - so just landfill an almost good iPad which works when charged (very slowly over days) for one issue?They just dont care once your apple devices are out of warranty/applecare which is ok if they were throwaway priced products but I paid a premium for it.Also I had battery issues with an iPhone7 and another iPad pro 10.5 with screen issues and they refused to even consider them unless I took two more appointments.Dissatisfied and Disappointed on how a longstanding Apple customer like me was treated.

Review №42

2022-01-06 20:30:56

I stopped by before Christmas to look at watches and bands. I cant remember the name of the guy who helped me, but he was knowledgeable about products and even showed me options that werent available on the table but could be ordered online. I appreciated the ability to try on different bands. I also appreciated his tip on measuring the band before purchasing so I know what size of the band to order. He measured my wrist, which made the whole experience efficient.

Review №43

2022-09-28 02:29:07

Oh… September 27,2022Employee (Genius Bar) xxxxxxx23406 refused to accept the iPhone 13 Pro under warranty, citing the randomness of the problem, which I could not reproduce in the store. at the same time, I showed a video on which this problem is reproduced. Employee Also advised me to contact another Apple store to solve this problem, where have I already applied on this issue 🫤…Please, do not ignore your customers…something needs to be fixed in the customer service Genius Bar.

Review №44

2021-05-19 17:57:35

As far as Apple stores go, this one is top notch. They managed to replace my laptops screen in ~14 hours after quoting 5 days. The employees are always helpful despite how busy they are.EDIT: down to 3 stars a couple years later due to their inability to answer the phone no matter how many times I or Apple Senior Support calls in.

Review №45

2022-09-30 05:31:35

Very bad Genius bar experience. Visited the Genius Bar twice. Every time I visited here, I had to wait 30 mins even after the check in.Replaced my battery here but they also broke my iPhone. Please visit other apple store for battery service.

Review №46

2023-01-13 01:28:24

Johan helped us out, by appointment, perfectly to figure out a computer problem and Mandolin solved a question about volume control because of a wrong case. Lots of folks wish there was an Apple store closer in the Santa Cruz area. Thanks for all the support.

Review №47

2022-08-06 19:04:12

Waited for 30 minutes to find out that they will not even try to help me exchange a watch. Given the high-end image that Apple likes to portray, the service does not fit; it feels more like Walmart.

Review №48

2022-03-30 19:37:37

Genuis Bar was helpful in getting problem resolved. I am unsure that even though you are 10 mins before appointment and still have to wait for another 20 mins is this a marketing plot to make you spend $$$$? Either way work got done and problem resolved. Apple is Apple never a problem if you Apple care on your products.

Review №49

2019-09-21 22:50:38

I went to Apple Valley Fair last night to get my sons broken phone fixed. Security greeted me in front of the store and basically told me to go away! They were too busy selling the new iPhone 11s. Today we went to the Los Gatos Spoke store. Employee greeted us. Apologized for the 45 minute wait to the Genius Bar to fix the phone. In the end we actually got a new phone. Perfect and flawless system of passing us from warranty to new purchase to delivery to set up and trouble shoot. Well done, Los Gatos store! Shame on you, Valley Fair for being so high and mighty.

Review №50

2017-04-22 01:44:38

Im starting to feel like going to the Apple Store in Los Gatos is like going to the DMV or the doctor... Long and painful. I go weekly for business and every time there is an extended wait time even if Ive made an appointment and every time you think youre going to get helped its someone coming to tell you someone else will be with your shortly. Even if you leave and come back, once you arrive for pick up you still end up being there for another 30 minutes to an hour. I know this is a busy store but I have to believe there is a better way. That being said, once you actually do get seen the employees are generally nice and helpful.

Review №51

2018-08-18 22:31:24

Went in to the APPLE store to get two new batteries for two of our iPhones........left with a phone that was locked up and I was unable to use it. Unfortunately, I did not notice this until I was a 45 minute drive back home. Home button was unresponsive. Couldnt text or call or use my phone for just about anything. I had hoped that once my phone had a full charge, the problem would resolve but it did not. On a positive note, In the store EVERYONE was so awesome and kind and you just had this feeling that you were in good hands. Fast forward: Full charge but phone still not working. Last night my husband calls to make an appointment to have my phone fixed. His appointment is at 1:10 and he is told the phone will not be ready sooner than 4:30. I could not believe that there was not something better/faster that they could do for us, considering that the phone was fine when we brought it in (according to the full diagnostic they did). Here is my question: WHAT is more precious than the time we have? WHERE is the responsibility component in them trying to honor our time and making accommodations for us. When I called the first time I was very upset. I was not yelling or swearing, just angry and honest about my frustration. The first time, I was hung up on. Awesome. Apparently that is part of their protocol, through I was supposed to be given some kind of warning. The second person that I got through listened well and documented my feelings and ideas for improving the system. I rec for example that the technician, or whoever returns the phone to their customer check the phone to make sure it is functioning before returning the phone to the customer. All of this was SO preventable. I also feel like the responsibility factor in this situation was lacking bc they were unwilling to try and move us ahead of others. If someone had an issue that was the stores fault, I would expect that that should be given priority, out of consideration. The store in so many ways is so personable-the people on the floor are wonderful. This practice however is exactly the opposite. It is robotic in practice and insensitive to circumstances. I hope this long winded (while I wait on the phone with Apple & have nothing better to do anyways) rant is found beneficial to making Apple even better. Mistakes are opportunities for learning. And folks, take it from me, check your phone before you leave the store!

Review №52

2021-09-24 02:39:46

I was in the store for 4 hours today to get my contacts on my phone synced up to my new iPad. I had 715 contacts on my phone. When I left the Genius Bar people, not only did they not resolve this problem but created a new one by ERASING 500 OF MY CONTACTS. I just got off the phone w/ the manager who said, & I quote, “Maybe those contacts were never really there in the first place.” My response, “Are you telling me I could tap on a contact name, w/ phone numbers, e-mail addresses etc. but the contact wasn’t really there?!?” Manager, “Yes technology can do all kinds of weird things.” Unbelievable! Worst experience ever.

Review №53

2022-03-03 17:41:12

I stopped by at this Apple Store on Sunday and Maurice fixed the problem with my iphonre which would not connect to wifi!! Recommend making appointments cause of the store gets very busy. While waiting Maurice was dispencing some good advice on overnight charging which he does NOT recommend. He said allow the battery to go down as much as possible before charing for a few hours.

Review №54

2021-02-15 20:39:46

Horrible service. What happens if you only have one device and cant make an appointment online. You go in right, and try to set up an appointment, yeah thats what i thought too. As i thought, i can go in quickly for 5 mins or so, to make an appointment to fix my only apple device, instead i was not listened to and denied service. I HAD to make a online appointment they said and i tried to explain my situation but i was obviously not listened to. So if you dont have 2 apple devices or any other way to set an Online appointment, dont bother going to this apple store. The people that are outside need to be more educated on their costumer service and different ways to help people instead of just referring to the online appointments. I dont recommend going in to ask to make an appointment. I recommend Kangaroo Mobile is your best bet and they are a recommended device fixer by apple and are very flexible and accept apple care.

Review №55

2019-10-28 03:58:39

This place is great but dont plan on walking in. Always plan ahead and set up an appointment. There is usually a 2 hour wait. As for the service, impeccable as usual! Always kind and always will help explain everything. They wont assume you know all the new tech they provide and will make sure you know what will happen or how much things cost. Great product and amazing staff!

Review №56

2019-09-27 18:41:59

This Apple Store is nicely laid out, and big enough that you dont feel cramped. However, it gets crazy busy (like any Apple Store) and even with an appointment, you might have a long wait.If you have to leave some equipment with them for an hour or two, there are great shops and restaurants all within a few blocks.

Review №57

2019-01-01 02:48:01

I took my phone in for a battery replacement here because a (friendly) employee at the Valley Fair Apple Store said wait times were shorter.When I got here, the employee at the door didnt greet me or try to help me in the slightest but instead took the time to greet the customer who entered behind me. Confused, I proceeded to the GeniusBar in the back and the employee there checked me in. Wait time was 10 minutes.A different GeniusBar employee who came to collect my phone was frowning the whole time. When I asked him what was wrong, he said my battery was perfectly fine - I have had my phone for two years and the battery is extremely mercurial despite being at 80% health - and didnt understand why I wanted my battery replaced. I responded that battery prices go up in 2019 so I wanted to do it sooner rather than later. He barely acknowledged my response and continued inspecting my phone for damages. I asked if he recommended I take pictures of my phone before I turned it in and he rudely answered: What do you think??. I was shocked into silence and decided against provoking him by taking any pictures of the phones condition. He proceeded to PASSIVE AGGRESSIVELY WRITE DOWN customer wanted to take photos of device Upon him finishing writing that sentence, I asked if he needed anything else. He said no, come back at 10 am tomorrow and walked away with my phone.Left the store shocked by the consistent lack of professionalism in every employee, from the door greeter to the employee who took my phone. This was the worst experience Ive ever had in any customer service setting. Door greeter ignored me as I left.

Review №58

2018-12-13 07:29:43

My phone has a cracked screen when I came in. It worked evident by the feedback from two employees. Then an employee took off my case and it was a tight push thus breaking my phone. He continued to damage the device and the manager told me it was my fault and there was nothing I could do. I have never heard of a store breaking your device. Most stores would let you know if I do A it could result in B or will refuse to do anything to a broken device so they dont break it. My crack phone worked fine for 4 months. This is ridiculous and horrible service. The manager will not help you, just contact support over the phone. He will continue to repeat himself and blame the customer. If you are a minority skip this location, you will get negative treatment!

Review №59

2021-09-18 03:01:01

Horrible service. Employees are snappy with eachother over who gets to “serve” each customer. And by serve I mean waste people’s time and get them to come back into the store over and over for multi hour sessions just to replace broken airpods that are theoretically covered under apple care but apparently will never get replaced.Will never buy airpods or AppleCare ever again. If only their phones weren’t so user friendly… finally spent $30 on offbrand airpods that work just as well and only paid $2 on Amazon for replacement insurance. I can’t believe i ever paid extra money for applecare for the “privilege” of dealing with Apple customer service. I’ve no doubt the average rating for apple stores would be closer to one star if not for all the fake, vaguely worded reviews that apple paid 3rd world workers to write.

Review №60

2021-03-16 03:29:12

• Horrible Customer Service• Rude Employee who was difficult to understand.• Uninviting Customer Lobby• Customers asked to wait outside in the elements• No outdoor heaters or tarps to block the wind except the one put up days ago to keep customers from being rained on from above.• Limited capability (per employees) to assist customers= 🚫🚫🚫🚫🚫🚫🚫This is, by far, one of the WORST @Apple stores that Ive ever been to. We can start with the fact that customers are expected to wait outside in the elements while staff takes more breaks than they take customers. Secondly, we were greeted by one of the most rude and condescending employees Ive ever encountered. His accent was so thick that it made it difficult to understand what he was trying to explain. He was very impatient and dismissive. And when his subpar customer service skills were brought to his attention, he became even more rude and said hes done with our conversation. If we couldnt be helped, then why were we left to wait so long outside? The whole thing just left a bad taste in my mouth. I had originally come to see about switching to Apple iPhones for our family of 6. I didnt need financing. I simply wanted to purchase iPhone 11s for the 4 children and iPhone 12s for us but after the way they treated our party, there is NO WAY EVER that I would spend money there! Like never! In fact, this ordeal has left a bad taste in my mouth about Apple altogether. Why is EVERYTHING so darn complicated and off-putting with you guys? Thanks for reinforcing why Ive been #TeamSamsung for 20+ years.Good luck getting help or a great customer experience at this place! I would recommend skipping this location altogether. Youre better off with android but if you must use Apple, pick any location but this one!

Review №61

2019-09-27 03:51:44

We went there with excitement to collect a pre booked iPhone 11 pro, but to our surprise the staff was uncourteous that we were terribly disappointed.Despite waiting for 20+ mins, we were so rudely told to come back later. Calling customer care had a wait time of 30+ mins. After getting on call it git disconnected in less than 10 seconds.Definitely did not expect such a customer service from a such premium brand.We had in fact come all the way from SF to collect it and unfortunately had to leave the store with an unpleasant experience.Not recommended 👎

Review №62

2018-12-20 06:21:41

Very bad experience today at apple Los Gatos. I came in at noon for battery replacement. The first guy is good and took my two phones for battery replacement. When I came in again later to pick up, I brought a third one to replace the battery too. The manager told me he couldn’t take it. They told me they have a policy of one device per day. I asked where the policy is, the manager told me to call Apple care. I called Apple care, they said no such policy exists. I came back and spoke to another manager and he showed me that I have made 5 appointments today and they know who I am and won’t allow me to make more than one appointment per day in the future. I dont know what he is referring to by saying they know who I am. I felt embarrassed and upset. I only made one appointment. It’s the first apple employee who created multiple appointments for me.The worst part is the two managers I spoke to are very arrogant and dont want to help at all. Ive never had such a bad customer experience at Apple store before.

Review №63

2017-06-08 23:02:44

I recently came into this Apple store with my boss when both of us had our computers stolen in San Fransisco. We were both prepared to drop money and walk out with new computers until we had had an awful experience with a rude female sales person. She was incredibly unhelpful and didnt listen to our needs which were fairly basic. Due to a new line of mac books being released that week she said they had none of what we were looking for (slightly older versions) in stock. She consistently made us feel dumb saying I already told you that we dont have what youre looking for, constantly responding with thats what I said, when we needed any type of clarification. It also felt like she was forcing us to buy a more expensive product. We walked out feeling defeated. After a couple of minutes of talking it through, I convinced my boss to head back in and talk to someone else. She did. The next sales person got her the exact computer she had asked for previously. They only had one in stock, but still. As two women that work in sales and customer service, we realize how important it is to make a customer happy. Apple should very much consider who they are hiring to represent their sales team. Frankly they lost a second easy sale.

Review №64

2018-06-21 07:34:45

One of the few Apple Stores where I can say I think I’ve had a good experience. Usually the ones in San Jose are ridiculously adamant about NOT repairing your device but this one seems fine.As for the actual shopping experience this store is usually more sparsely packed than the rest which makes it much nicer to go to versus the ones in San Jose that feel like you’re shopping in a store with a population the density of a sardine can.

Review №65

2021-03-04 20:04:31

This post is specifically in regards to COVID in-store services:I figured since I live 20 minutes away, calling ahead would be best method of contact with the Los Gatos location, but due to a unique business model- calls are forwarded to a call center.Fast forward to the reason why I called: an Apple Specific hardware screw driver that is unable to be purchased from the store, effectively preventing someone from opening their computer.Furthermore- upon arrival to the store itself since the phone call was unsuccessful at contacting the store due to unnecessary protocols- i was told to make an appointment to handle something that should only take one minute- whether it be an exchange of currency for the screw driver, or to borrow one if its possible to sanitize afterwards.Extremely unsatisfactory customer service experience. Dont waste your time if you dont have an appointment. They dont care.Welcome to Covid Customer Service!Edit: Call to store was made @ 10:00am, the time of store opening. Arrived @ roughly 10:30am - The security guard or guard dog was extremely condescending and unfriendly.

Review №66

2020-10-29 19:20:58

We had a terrible experience with customer service, they were rude and not helpful, we ended up leaving and driving to the Infinity Loop store in Cupertino where the staff was the complete opposite, Los Gatos staff should learn from them.

Review №67

2020-06-06 22:32:42

If youre skimming reviews, then Ill just say that I recommend giving the Los Gatos Apple Store a try.Ive found the customer service at the Los Gatos Apple Store to invariably be helpful and friendly (even during busy times). Additionally, of the multiple purchases Ive made there, Ive found them to always have the Apple model (and color) that I was looking for in-stock. One of the things I really like about the location is that it is not in a big mall with a crowded parking lot.Based on my experience, youre safe to give the Los Gatos Apple Store a try.

Review №68

2015-08-13 21:19:49

Went to the genius bar to have my iphone 6+ looked at for a slight display issue. Made an appointment online at 12:50, arrived at 12:45 and was greeted by Ibo. 10 minutes after carefully checking the phone and running diagnostic, they offered to replace the phone, under warranty. Fantastic customer service, friendly and knowledgeable staff, that what makes Apple different!

Review №69

2016-01-31 23:50:39

The staff here are less knowledgeable than other apple stores, and more importantly they are prone to be absentmindedly rude. Very poor salesmanship. I spent one and a half hours trying to give them $2000 and they keep delaying helping us till we eventually gave up and went to the next apple store down the freeway. Other apple stores have someone at the door that takes your name to ensure you are eventually helped, they dont do that here, so there is no guarantee you will ever get to give them money.

Review №70

2021-10-11 20:08:58

I tried calling the Los Gatos Apple Store and got rerouted not to the store, so after 20-minutes of answering “no” to all the prompt questions while asking for this stores direct phone number to ask about physically handicapped access, I hung up in frustration. I then walked to 23 N Santa Cruz’s Apple Store where I was told to come back after 4pm to drop off my iPad 12.9 4th gen to get a screen replacement. I explained my 20-minute call trying to get their phone number so I wouldn’t have to waste another 20-minutes walking to their store only to be turned away. I left in frustration… Apple try’s to save time but only waste the time I have less of. If I could give a negative star, you would have one or maybe two.

Review №71

2017-03-04 08:13:04

Where do I start? The customer service at this particular Apple Store is by far the most courteous and helpful that Ive ever encountered anywhere. Ive been to Apple Stores in the East Coast, West Coast, and even out of country, so theres concrete backing behind that bold statement. They assisted me in repairing my cracked screen (within the same day), and helped me with the inquiries I had in a quick, efficient, and precise manner which youd come to expect from employees of a company with more money than some countrys GDP. Thanks guys!

Review №72

2017-03-14 18:15:07

Amazing complacency. They refused to set an appointment to fix my iPad for a week. When I was finally allowed an appointment a week after that, seven unoccupied staffers chatted among themselves in the middle of the store and ignored me for 30 minutes until the magic hour arrived. A two-week response time? You are kidding, right?

Review №73

2016-09-25 19:20:03

I bought a like new Mac on eBay, and it was having issues since the day I received it. Even though Apple did not directly sell me the computer and was not responsible for my having received a defective product, they quickly analyzed the issue and told me what they would need to do to fix the problem, and that I wouldnt be charged. They even shipped my computer directly back to me, instead of my having to go pick it up. I had my computer back, in perfect working condition, in a short 5 days compared to what would have been weeks if I had sent it back to the eBay seller. There was a bit of a wait to speak to a technician, but I was advised that I would have to wait since I didnt have an appointment, and it was well worth it. Every employee I came into contact with was helpful, friendly and polite, and it was altogether a great experience. I am a new Apple product user, and so far I am very satisfied with both their product and their service.

Review №74

2023-06-27 20:39:07

This place is terrible at customer service. The manager is extremely rude. The techs fall waaaayyy behind on repairs. Even with an appointment they couldnt help me. I showed up early and waited for 40 minutes and they couldnt help. Or I guess they didnt want to help since I saw people arrive after my appointment time get service right away. The store was half full and yet they choked on the most basic aspects of customer service.

Review №75

2019-07-23 01:01:55

My iPad Pro has been having 50% battery and less for half a year. And recently it’s so bad it’s almost not usable. I will charge it fully and unplug, it drops to 30% and then 10% very fast. In short, brought it to the store they did the test and said it has 95% battery health (really?). They said if it dropped below 80%, they can charge $99 to replace battery. If I want to change it anyway, it’s $599. No matter how I explained the real life situation is, they stick to the rule, which to me, the test is obviously flowed. Making my only option to live with my unusable Ipad. Also somehow the attitude at the store is really bad. They just want to be done with me like I am not being reasonable. From my experience, usually stores in Los Gatos has nice staff... I would visit other stores even if they are further.

Review №76

2019-03-08 04:39:18

My husband and I thought this store would be a good choice over Valley Fair. We were happy to see it not busy. That is where my good review ends. There were two Apple employees playing music, not with any customers. They looked at us but continued to play their music - one girl looked at me twice (she was actually helping someone) I told her my husband wants to buy an IPad and she asked if I had checked in. I told her I didn’t know I had to check in. She took my name and said it would be 10 minutes -meanwhile the wannabe musicians co tinier to play and a few more Apple employees wandered out - not with anyone - finally a very nice woman asked if we had been helped. I love my Apple products but the customer service SUCKED. If I was a secret shopper I would have given a harsh review.

Review №77

2019-10-10 23:31:52

Loyal Apple fan for over 15 years. It is a shame what the experience is like getting help now. 45 minutes after appointment time and still no help. Other people around me are commenting that DMV is better than Apple now...

Review №78

2014-02-24 20:30:01

Made a late appt to fix phone issue. Battery wasnt holding charge and would shut off at 30%!! Realized it was a 7 days before warranty was up, so went jamming in. Waited a few mins and then was helped by a very nice Genius Bar guy (dont remember his name) ran diagnostic and found the battery bad, told me about half hour. He was nice a recommended a coffee place just doors down that I could grab something to eat so I didnt have to wait around. When I came back, phone was ready to go!Takes me an hour to drive to this store and I have one closer but with sub par reviews. Ill be going back to this one for future purchases.

Review №79

2017-11-17 19:37:03

Wait quoted at 30 minutes still no help after 60 minutes so I left. Lots of extra sales people hanging about socializing and the famous genius bar had two guys working for an hour each with two customers. Next time I will try the Valley Fair store.

Review №80

2021-08-14 23:28:43

Volume lights started flashing on HomePod. HomePod will not re-set. Brought the HomePod in thinking Apple would fix the issue. Instead they want to charge me $279.00 and offered no complementary fix even though theres nothing I could do on my end to try and resolve the issue. The issue has been known since 2018 yet they continue to give you lip service that its out of warranty. As an extremely loyal customer I am beyond disappointed. The manager kept saying they dont aim for this but did not offer any alternative to paying the repair fee. If you have a HomePod I would sell it right away as Apple does not stand behind this product at all! I feel like a complete idiot for recommending this device to my friends.

Review №81

2022-03-22 16:33:15

All very friendly people at the great location. Alissa was very helpful, explaining the new terminology to the Android geek exploring the Apple ecosystem.Ive left a happy owner of a shining AirPad 2022.

Review №82

2020-02-22 06:20:17

I love the Apple Store in Los Gatos. Even though I live in Almaden, whenever I need help with my Apple products, I go to Los Gatos. Today, I spent 2 hours there because of problems with my Apple Watch. Maurice and Dara, my Genius Bar professionals, were so patient, figuring out the problem. Not once did they make me feel rushed or that I was taking too much of their time. Their excellent customer service is what makes me loyal to Apple and their Los Gatos store.

Review №83

2018-02-10 15:54:38

I came in with the product (a Mac book pro) I needed a charger for. After asking three people and then finally getting someone to help me, the man asked me what kind of product I needed a charger for with the most condescending attitude. Then he proceeded to check me out for the two products he took off the shelves. It was a $120 charge. This Apple store is very out of the way for me and when I got home, they were complete incompatible products. They didn’t work with one another let alone with the product I brought into the store. I go into the Apple store and I trust the employees knowledge and expertise. This was the worst customer service I have ever received— both in attitude and knowledge of products.

Review №84

2019-12-10 03:29:11

I am a vet. and I have a hard time getting to places because of my legs not working like they should. So I got there after they had closed and yet they helped me with my computer problem and they were very nice and kind to me. I highly recommend this store if you need help. And I recommend this store to any vets who need a computer.

Review №85

2017-06-11 20:33:25

Worst customer service of any apples stores so far.Made an appointment to get my phone repaired under Applecare. The employee said he couldnt find any AppleCare under my account. He then looked at the serial number of the phone and asked if I already had it replaced once because that was listed under the serial number. I said no. He left to investigate more and came back saying that an employee must have mistyped my serial number for someone else who used my AppleCare service. He would write a report and it would take 24 hours to link my serial number to my account again and that I have to come in again to get my phone serviced. I said that this is very inconvenient and if they can offer something for their mistake but was denied anything in return for their mess up. The employee overall was very cold and did not really care that the mistake was on their end but left me no choice then to leave it at that.Then went over to get an iPad case. Asked the staff about different colors as the display didnt show the colors i wanted in stock. Staff said most colors are not in stock, she was emotionless and didnt really seem to care anyway. I checked the website whilst in the store and it showed that the colors i wanted were avail for pick up in the store.Will never go to his store again.

Review №86

2021-02-07 02:49:37

Tried to hand in a device with eligible Apple recall program. The agent and manager were rude and impolite, claiming the device is not qualified while the apple website tells me “yes”. They cannot do anything for you but say sorry. It turned out I got my issue resolved from Apple online support and I am able to get the replacement from the other Apple store. So what’s the point that I have to be humiliated and waste my time here. I wish I could give a zero star. 😒

Review №87

2015-11-19 19:25:31

I guess that I should have read these reviews before visiting this horrible store. Aside from all the waiting (3 hours total), they couldnt fix my ipad. Two years old and the earphone receptor broke. They advised me they couldnt fix it and that I had to buy a new one. They are able to take the ipad apart but cant put it back together.What does one say to that. Im sitting in the middle of the Apple Store and they tell me they cant fix my machine.

Review №88

2012-04-09 21:33:36

Very pleasant experience. APR2012. Went in to purchase the iPad 3 and was able to look around without being hassled. Told an associate we wanted to buy one and someone was dispatched to us in a timely manner, who was not pushy at all but ordered the model I asked for from the back. Then we were paired with another associate to help us set up the iPad and get us going. Payment process took a little longer since they use handheld devices rather than at a register but it wasnt a big deal. Associates were very friendly and eager to assist.

Review №89

2019-11-25 04:02:46

Customer service was solicitous but minimal. No concept of keeping an eye on customers (eye contact & finger wagging)- in need. just co-workers conversing about college classes, recipes etc. and no idea of helping a customer go through a process from soup to nuts. LET ME SEE, HMMMM. 10 HOURS TOTAL TODAY TO NOT ACCOMPLISH THE TASK.Oh, didnt they tell you about the phone # transfer? The 3 way phone conversation needed? The temporary phone account management to make the transfer? etc. NOPEOh yeah- this was the 3rd trip to store 45 min. drive each way. Oh- well well need this trip 1. well we also need that trip 2.Only 1 star cuz the other apple store is over 1 hour away.AND THIS IS RIGHT NEAR SILICON VALLEY!!!! You try treating your grandma this way!

Review №90

2017-08-21 04:05:13

An attractively designed store staffed by friendly, eager, but not very knowledgeable staff. Ive shopped at this store several times, and I have yet to find well trained, technically competent staff. NB: I am an engineer, so my standards might be unrealistically high.

Review №91

2020-06-25 03:22:05

Apple has the most disfunctional help center that you can find. Just to reset my past word I spend two hours on the phone the customer services reps were not hable to help me and I was going to get transfer to someone else and wa left in the line for another half an hour, and never got help. I was not hable to just reset it my self, because their system is just dated. Is much easier to reset your bank account pin that your apple past word. Not because apple cares so much about your security, but because they dont care about their customers. Dont ignore the bad coments. Once you buy their staff they dot care anymore. Is a night mare to deal with apple. Also when you try to get help at the help center unless you there to buy something they dont care about helping.

Review №92

2022-05-14 18:15:19

Been back several times for the same problem. Always someone new messing something up. Impossible to get a hold of because they’re number just goes to the automated apple system. And now I have to drive all the way back down there to get my (maybe actually fixed this time) AirPods because apparently they can’t mail them to me in Santa Cruz.. This place has been a constant source of frustration for me..

Review №93

2014-09-13 12:48:30

When I first walked in this Apple store in Los Gatos, I had already purchased two new mini Ipads. I was looking for a cover, keyboard and other accessories. It must have take 15 minutes before a sales person asked me Can I help you? Someone started helping me then gave me to another sales person after 10 minutes of questions. The store wasnt even crowded.To say the least, I was not impressed by the slow customer service I received that day.I popped into the store again late on a Friday night because of more questions. I must have came with 5 minutes before the store closed. The sales person was again very slow to help me out to the point to where I was embarrassed to other shoppers standing there without anyone helping me. When a sales person did finally help me, all they could say is that We are closed. Wait! There are 10 people still in the store, how could they be closed?Terrible customer service I did receive in the only two times I was in the Los Gatos store. It is a shame too since I am a new Apple customer and you dont treat new customers like that because they wont go back. As for me, going back to the Los Gatos store may not continue. Id rather shop somewhere else.

Review №94

2020-01-02 23:37:49

Its no mystery why Apples forecast is lowered and earnings declined. Customer buying process in store is beyond broken. Employees standing around doing nothing while we wait 30+ minutes to spend $1000+ on new phone.

Review №95

2017-03-22 04:26:32

Pretty terrible. I went in to drop my laptop off, they had me wait 20 minutes just to hand the thing off for a repair. Then they took 3 days, opened it up, told me there was nothing wrong with it, but when I got it home it still had the issue! The Apple Store service was a huge reason why Ive been a big fan of Apple products for so long, now Im seriously regretting my latest MacBook purchase.

Review №96

2019-06-26 23:33:12

James answered five multi-layered questions for me with verbal explanations plus demonstrations that were hands-on for both of us. That is, he said, Now you do it, and I did! Im at home now and still cutting, pasting, setting up calendars, moving my cursor, checking notifications. He said I just missed the Apple workshop on calendars, so I will come for that another time. (It was also good to know what the calendar cant do for me as well as what it can do.) James was a pleasant talker, great to learn from-- an excellent iPhone teacher and Apple representative.

Review №97

2014-08-07 01:52:18

I love the Los Gatos store! I brought in two computers for repair at different times, both were repaired within a day. I bought a new computer and they did a great job transferring everything from my old computer. I took a couple of classes there and was very impressed with how much I learned. Everyone Ive dealt with at that store has been top notch!

Review №98

2014-08-15 02:48:33

Been a loyal apple customer for 20 years and recently, purchased macbook pro for my son going away to college. Check used to pay for item did not pass apples check security system, no reason given as to why and despite calling the bank and speaking to the bank representative who verified funds were avail and check was fine, apple would not accept the check.I am an independent business owner and occasionally a check I accept does bounce, hello, welcome to the real world, but client is responsible as per bill of sale and usually they make good if they want to stay your customer...Who does apple think they are? I am certainly questioning my loyalty now...

Review №99

2021-06-16 22:07:14

Pretty good place as long as you meet the right person. If you meet the wrong person they will just tell you to reset your phone/computer. If you meet the correct person they will allow you to get a full refund.

Review №100

2022-10-20 10:41:33

Ideally located on Santa Cruz avenue in Los Gatos in the midst of pastry, clothes and restaurants, this apple store is efficiently staffed with caring professionals who get you in and out relatively quickly..

Review №101

2020-10-30 01:24:38

Trying to cope with Covid people at the door are unpleasant trying to arrange for customers to wait. You are not allowed to spend time inside the store looking at products . At least so they say. They should be more mindful of the pleasentness of the people at the gate. it is a bit excessive, and for me, as. Dr, the precautions made no real sense.

Review №102

2018-01-14 22:16:15

Don’t come here, unless you are here to buy stuff. If you have things broken they won’t help you. You have employees who are not doing anything and a lot of people waiting at the Genius Bar. A few with power who just check in and walk around doing nothing. There are tons of people here waiting some for hours, yet not helped due to the poor structure of how they structure the staffs.

Review №103

2023-12-29 03:42:12

Super convenient and fast. Great technicians too.

Review №104

2017-07-22 15:35:05

My problem was not solved and no further solution was offered.I spoke with a senior iPhone advisor who was rude and ended the call after telling me he had no solution for my problem.Apple is now treating customers with so much aggression and arrogancey because they believe they are the best.

Review №105

2015-03-02 22:12:31

Nightmare. I dont want to go off on a major tangent, but just to hit the highlights, they are loaded with mis-information, poor communication between staff and obvious poor management. They do not seem to be bothered with providing quality customer service. I will drive an extra hour to another Apple Store before going back there from now on. They have wasted many hours of my time in exchange for my purchase of a $1700 MacBook Air from them.

Review №106

2020-09-21 22:10:40

Took a trip to my local Los Gatos Apple store to buy another iPad. While queued up in line, the security guard hands me a mask to put on...with his bare and unwashed hands...I was already wearing a mask...Precedes to tell me that I cannot go into the store if I don’t wear the mask he was trying to hand me....for clearly obvious reasons I declined.Can’t wait for my new Surface to arrive

Review №107

2022-08-20 19:34:26

I needed an Apple Watch for my boy, who is just starting middle school. I was approached and helped right away. The whole experience was quick and very pleasant.

Review №108

2017-12-28 03:05:38

One of worst service ever don’t know why people fall for Apple I was one among them to fall for Apple. But I decided I’m not buying any more Apple products.I got my appointment for 5.45 I was there by 5.20 and the representative attended me at 6.15 such waste of time. There was a recall for my 2012 laptop for the graphic card which I missed to update. Now when I ask them they ask me to pay 575 $ for no reason.

Review №109

2014-11-02 21:58:26

When you call the Apple store in Los Gatos is about more than ten minutes until you get someone answer the phone. The music you listen is terrible many times. Left the computer to fix and the apple employee told me 3 days After five days no one call me to tell me about the status of the repair. I cant believe no one has a courtesy at least to answer the telephone after I wait so long. I took my car and drove 30 minutes to the store.Angela Miller

Review №110

2015-07-02 00:05:50

Courteous, but geniuses do not measure up to the lofty title. If your questions are more technical, as you find their standard answer not correct or effective, they will make an excuse to be busy and direct you to apple online customer support. Pretty unsatisfying experience. Though I have purchased the 3 year support contract.

Review №111

2015-12-31 05:13:00

I have been a LG Apple store visitor for over seven years and always received superb service and training. I couldnt have efficiently migrated from PC to Mac devices without their help. If some people are not happy with their service, than do it yourself and use the self-help tools.

Review №112

2019-01-10 12:35:14

Update from previous review - made an appointment for an iPhone battery. Drove in from Watsonville and they confirmed I needed a battery, but they had none in stock. This is terrible service.I eventually used a local Best Buy to get this done.

Review №113

2015-06-05 16:46:45

I have had nothing but quality service for seven years since my first Mac, then iPhone,iPad, I have had the best trainers and nothing but more patience and willingness to go above and beyondto help me attain my goals!!!I think some people are never happy,so Apple you continue with your personal service...You give the best customer service,wether in store or Apple Care

Review №114

2016-10-17 19:05:20

Sucks not enough staff to buy a product for a gift. We stopped by to buy a iPhone that is in stock and the frazzled greeter had us wait in a line and then said they were out of stock but she was not paying attention because we did not want a plus and it was in stock and we drove all the way to get it but she said wait 45 minutes for a person to get the product and take our money. Suggest going to Valley Fsir or Infinity Circle where they appreciate the customers more. Monday 10/17 at 11:40 if you want to look up who the impolite greeter lady is and send her back to training or to the back room.

Review №115

2014-10-06 21:27:51

Apple employees werent allowed to change my iPhone 5 battery because of the missing tab under the battery that provides for its removal without a tool? lame excuse, I went home and changed it myself no problem! This is really lame; apparently some employee punctured a battery at one of the stores causing an evacuation. So now they have a policy, if theres no tab under the battery they refuse to service it in-store. I was able to easily pry the battery out with plastic tool... and replace it.It cost five dollars from Amazon, if you buy a kits about twenty-twentyfive dollars; includes screwdrivers plastic tools and suction cups to remove the front class. Apple would have charged me eighty dollars if they could do it, but stated that they were allowed to perform the service in-house.

Review №116

2014-11-21 02:56:37

I have been a customer at the Los Gatos Apple Store since it opened and I have always received excellent service. Recently I needed assistance with my iPhone 6+ and Mitch helped me with a number of my concerns. He was patient and spent considerable time explaining my questions. I am enjoying my new phone and I know if I should need help I will receive it in the Lost Gatos Apple Store.

Review №117

2018-07-10 18:00:58

Love all the phones! Only had apple iPhones. I stand for my favorite electronics company😂😍 I recently got my iPhone 8 Plus here and all the employees were so sweet to me! They offered to help me chose a phone and phone case as-well as offering to put on a screen protector without me asking! Thank you so much! Appreciate it and definitely look forward to more awesome phones in the future! If your ever bored and your downtown with your friends, just go into the apple store and play games on the ipads😂 hope my review helped and that you use apple products if i love you don’t already in the future!

Review №118

2016-12-06 18:52:15

2 hour wait to see a Genius. Unfortunately, I dont have the time to build my schedule around Apples availability. Guess thats the down side of life in the Silicon Valley. Will have to live with a flaky (bluetooth and touch screen) phone for the foreseeable until I can free some up to go look at the new Google phone or the Stars align and Apple has an open slot when I have some time free up.

Review №119

2020-02-05 11:22:33

McKenna was a genius helping me to upgrade my phone. Seamless transition to activate with AT&T. Very knowledgeable with apple devices, services, and third party screen protectors and cases. Highly recommend.

Review №120

2021-07-14 12:36:00

One of few apple stores open during covid times. Its on a very happening street so be prepared to walk for 5 mins. But theres music and shows going on the streets. Store was crowded and have to wait for 10 mins although I ordered ahead.

Review №121

2022-05-24 11:14:37

Apple is not cheap. But they are almost forever. 0 issues and long lasting products. And as I am someone who believe in quality and pay more to get more, Apple is the company I go with for sooooo many years.

Review №122

2023-03-02 21:40:32

Nathalie and her manager are AMAZING. So helpful, knowledgeable and kind in helping me with an iPhone 14 issue. THANK YOU!!!

Review №123

2019-07-27 01:44:14

Like all Apple stores it was super busy. Coming in for an appointment to pick up an item from repair was not too bad. I would suggest making an appointment as you may be waiting some time without one

Review №124

2021-06-13 00:01:30

Only place with some real spirit and love left in the bay, feels welcoming and worth a visit. Much quicker and easier to visit than the other Apple store options in the South Bay. Def my go to store for all things apple

Review №125

2022-10-31 00:43:36

Unprofessional, untrained helpers. Apple iPhone 14 Plus is a f..king, sh.tty product, I screen froze after couple days of use.

Review №126

2015-09-21 16:30:06

Manager accused us of lying and shoved his hand in my wifes face twice over a power cord. We brought our iMac in for service in the original box with power cord. When we returned home we realized the cord was missing. We called the store and they said to come in and pick one up. Upon arrival, a manager, Brian, said that they do not keep the cords so our story was a fabrication. My wife tried to explain what happened and he actually put up his hand in her face and said, this conversation is over He then went to the back room, so my wife called me. He returned and stuck his finger in her face telling her she was rude and to hang up the phone. He gave her the cord but insisted she was wrong.Dont ever go to this store, no one like tis should be employed by a retailer much less as a manager

Review №127

2020-01-11 23:07:22

The Apple Store stole my daughters credit card and is charging her for seems she never used even gave them her credit card. She is a minor she never used that card for apple and never even gave them that card. How did they steal her credit card information. They are thieves and I will take the law into my own hands

Review №128

2018-09-28 16:18:50

Its all because of, Nick, that we give 5 stars. He was prompt, courteous and most helpful. He knows computers from A to Z, very knowledgeable! He was sincerely nice and fun to speak with. Thank you again, Nick, for making our stop at Apple so rewarding. We wish you only the best!!MCH - former host for Clint EastwoodPBH - former Head Pro/GM for Pebble Beach

Review №129

2019-04-04 19:01:03

Worst customer service ever! I have two apple cords that will not charge my phone and they refused to exchange them! I purchased two brand new phones in January. I’m absolutely disgusted and would never go in this store for help again. If you need help call in! They are much more helpful!!!

Review №130

2013-07-02 00:23:30

I came in here, upgraded to an iphone 5. I came back 5 min later to swap to a 4s and save 100 bucks. I talked to a different guy, who informed me that because it was my dads name on the account, I wasnt actually allowed to do a swap, and that the original 5 upgrade shouldnt have taken place. So he refunded me, but forgot to reactivate my original phone. I asked him to and he said, sure. I waited 15 minutes. He then told me that they were out of sim cards and I would have to go to the ATT store across town. I came in with a working phone, and left with a non working phone. Thanks Apple!

Review №131

2021-02-07 08:21:55

This is the worst Apple store ever!!! I went there to fix my iPhone and they were not helpful at all. Especially the manager has a condescending attitude like I’m wasting his time or something. He even said your time is up and you have to leave the store. Such a rude and terrible customer service.

Review №132

2018-03-31 23:52:32

I had a broken camera (most likely caused by a software issue) on a two month old iPhone 7 (a replacement for another iPhone 7 which got bricked by a DIFFERENT software bug). When I brought it in, they could not fix the camera and they somehow ALSO broke the home button in the process. This is 100% unacceptable and I am DEFINITELY getting an Android phone in the future. Calling this place a geek bar is the biggest lie humanity has ever heard.

Review №133

2019-04-08 23:32:49

One of the Genius bar helpers has declined to help me more than once, simply because my computers are a little old. Other people are happy to help, but Todd refuses to do so. So avoid the short, bald old guy!

Review №134

2021-10-27 16:37:35

People working here are personable and helpful. Got me seen quickly, and helped to resolve the issue my iPhone was having over two visits.

Review №135

2018-06-28 23:08:24

The store was a little disorganized. It was not clear where to check in or who was waiting to check in. Being able to just check in through the Support App (or through a kiosk) would have streamlined the process. The repair was completed in the estimated time.

Review №136

2018-03-26 21:32:19

My visit to the store was for a service related issue. I had to wait for a little over an hour after making an appointment. The genius bar gentelman named Mike was courteous and knowledgeable.

Review №137

2021-12-30 22:13:45

They literally broke my keys after replacing my battery, twice I came in and specifically asked for them to text me to remind me of when and twice the technician did not opt me in for text messages so I showed up 5 min late and they refused to see me. Terrible service never going to this location again

Review №138

2018-05-13 03:20:32

Service was excellent. I DID make an appointment. Mike Heigl and the check-in staff were really relaxed and helpful, had a great sense of humor, and we did not have a long wait.

Review №139

2020-10-01 07:12:17

The service and the attention excellent as always.The only inconvenient was that the person in charge of checking the temperature did not want to check it on my arm (which has the same efficiency) although I asked him please. And he was rude. 👎 😡👎

Review №140

2023-02-24 07:55:41

Great support staff. I had to stop by for a genius bar visit. Knowledgeable and friendly.

Review №141

2018-08-06 21:28:08

WORST EXPERIENCE EVER...Generally i would give apple 5 stars, but this time their computer in the sky locked up my Ipad !×☆@!# what the hell ??Their solution was to wipe my ipad factory restore - WORST IDEA EVER, somehow they did not comprehend that i was not dying to have my data deleted due to their screw up.....CAUTION your ipad or iphone can be accidently remote locked no clue as to how that would or woukd happen according to apple its 100% impossible to then remote unlock ...??????? INSANE BUT TRUE....connecting to i tunes does nothing but tell you its locked and cant be unlocked, there is no option to enter your 4 # pen code....to unlock it ....my data was not backed up as i did not want my private info beinging hacked on their cloud...Still working to resolve the issue !!VERY VERY VERY VERY UNHAPPY WITH APPLE....My worst experience after 20 years with them.

Review №142

2017-12-01 06:40:21

Ok, ok - never been fond of anything Apple mostly because of the attitude that often comes with it, but I have to say, the service and organization at the Apple store impressed me greatly. Excellant communicators and fixed my computer faster than they said they would. Would go back there anytime

Review №143

2019-01-08 02:52:13

Understaffed. Made an appointment online to get my screen replaced. Waited 45 min in the store and then was told I have to wait another hour. Not cool.

Review №144

2017-12-24 22:50:07

Bad experience - store manager just kept repeating himself and refused to work towards a solution. Ended up resolving my issue on the phone with Apple costumer support. Disappointing.

Review №145

2019-07-16 16:40:48

I love this Apple store. Every year when I visit CA I keep going there. The technical staff are very good and friendly. The layout of the store,the display of products are superb.

Review №146

2019-02-18 19:55:16

This is my go to apple store when in need of a new charger (on my 10th one) or if I want to check out one of their new products. Though parking can be a bit tough during some hours, it beats making the trek out to the mall.

Review №147

2017-08-23 08:12:47

I went in through the front of the store, only to be yelled at by (Im guessing) the store manager, saying that Deliveries are to be made through the back!... He failed to realize that I was there to return 12 Mac Pros. Very unprofessional

Review №148

2017-01-13 15:12:36

Quite efficient staff, greeting you at the door, check you in, and you meet your genius bar person at the back. Always crowded, but if you have an appointment, you are fine.

Review №149

2018-02-13 02:33:28

Without appointment, coming from Santa Cruz, waited about 20 min, representative resolved my issue in 30 min meaning trading my 5s phone with an SE . Very happy

Review №150

2020-07-04 06:25:41

Almost always got work done at Genius Bar without a head of time reservation on same day. Friendly staff. Great location.

Review №151

2018-06-23 18:10:27

Tech shaming sales pitches by staff who are astounded by anyone using something other than the bleeding edge of Apple products. While friendly, the staff are helpless without their gadgets to provide specifications for products. Seems to sell mostly knick knacks and wrist bands for iwatches.

Review №152

2021-08-04 20:23:52

I had to exchange a broken adapter, and the staff was very helpful. I was in and out of the store in under 5 minutes, and the people assisting me were very friendly.

Review №153

2022-04-26 18:55:39

Less chaotic than valley fair. Parking is easy. Bummer the genius could not figure out what was wrong with my MacBook

Review №154

2019-07-08 15:50:28

Weekday. Genius wait over 2 hours. What happened the the old Genius Bar concept. No couches, not large wall displays. Not pleasant, not comfortable.

Review №155

2013-08-20 03:54:06

The young lady, who functions as a Gatekeeper, at the Los Gatos store is not friendly. She might try to exercise her personal power, which created a negative image for the LG Apple store. It was very disappointing, especially to the Apple fans!!!

Review №156

2020-11-30 01:24:11

Exchanged my laptop today and it was quick and easy ! Very helpful & nice staff, person on a front door was very pleasant ! kudos to employees in that store

Review №157

2021-07-11 02:14:34

RANDY and BRENDA are the absolute best, most dedicated apple technicians EVER! Deep gratitude to these legends who stuck with my perplexing issue until it was resolved. Thank you.

Review №158

2021-02-20 02:21:35

Need an appointment for genius bar. Diagnostics run quickly. Laptop to be sent back home directly.

Review №159

2019-10-25 04:21:19

They forgot to send my Macbook for repair until I called them. Eventually I got my Macbook back after 10 days with $200+ bill and guess what, the battery is still not working!

Review №160

2019-08-24 04:14:12

The store is like any other Apple store, but the lines are pretty long and so there is a somewhat longer wait time then after stores...

Review №161

2019-07-01 05:18:11

Fukk this place... apple thinks they have it all and u need a appointment to have ur phone looked at, my god. Way overpriced pos phones and other products. Thankfully iphones are worth it right.... shii u pay 1k for what... dont worry in a few weeks you will drop and break it anyways:)

Review №162

2023-05-28 00:14:20

Don’t buy garbage silicon cases from apple, they break easily and won’t replace them.

Review №163

2019-09-26 03:13:00

Crowded and longest wait possible for an Apple store. Must be the most inefficient run store by Apple. I had an appointment and they don’t even honor it. Such a disappointment for Apple store.

Review №164

2023-04-20 18:16:39

Terrible arrogant (lack of) service. UPDATE. APPLE has made terrific strides with their service. Their staff is very helpful.

Review №165

2017-01-14 07:00:01

Received service but store was extremely busy both times. First visit with appointment was to drop off 27 iMac for repair and a subsequent pickup.

Review №166

2018-12-09 20:47:41

They think they know better than you. Never go to Apple for repairs, they will rip you off and try to make you to buy a new device.

Review №167

2021-10-04 19:37:16

Horrible customer service, Apple needs to retrain employees, I was there for pickup my new phone I had some questions and the guy attitude was horrible, even other employee was talking to him and both laughing and make you feel more on pressure to just get out of this store, I went to other store on Valley Fair and so professional and friendly staff that helped to not return the phone because of bad experience on that store.

Review №168

2021-10-15 20:31:18

Refused to give me product information on stock and availability unless I provided personal information. Not okay privacy violation. Was refused inventory information.

Review №169

2024-06-04 14:13:05

Unhelpful and gaslighting staffs.

Review №170

2015-07-23 22:56:16

Id expect a robot to answer when shopping online, not for retail store. I thought I was on the phone with Dell due to the long hold wait... really, Apple? Please put some of that profit into hiring more staff!

Review №171

2022-04-08 23:08:32

Took forever so make an appointment before going in but the staff were very helpful and fixed my unfixable issue.

Review №172

2015-01-06 20:53:47

I called first to make an appointment and also got some initial tech help over the phone. These days, its refreshing when you get mindful, informative, friendly help and I did.

Review №173

2019-03-22 05:19:20

Nice to see the variety of apple products, but I needed help with comparing products & couldnt get the answers I needed. I went to T-mobile and will probably end up with a Samsung instead.

Review №174

2021-05-25 03:11:07

Great customer service, short wait compared to other Apple stores in the area.

Review №175

2015-04-01 21:33:33

The phone and store staff have had great training. Every Apple person I worked with was polite, knowledgable and egger to help.

Review №176

2016-09-16 04:37:05

I dont like apple, but I really like their stores. This one actually doesnt pay rent because it is so popular. Good service.

Review №177

2017-05-23 16:45:55

Very typical Apple store in all dimensions. Not that busy. Friendly service.

Review №178

2018-09-28 00:18:50

Great customer service. Didnt feel rushed and 3 problems were solved in less than 30 minutes on my iPad. Thanks!

Review №179

2019-02-10 08:02:44

Front line sales people do not understand service. And do not know their products. Went through 5 people and still couldnt get the new iPhone X Max set up.

Review №180

2020-01-17 17:09:42

Customer service has worked well for me here. I have changed a phone and laptop batteries. The phone battery is changed within hours and the laptop’s within a couple of days.

Review №181

2018-11-16 05:01:15

Sat next to an ESPN commentator. Had great speedy service. This is a prime store if ya need same day fix.

Review №182

2016-09-08 04:59:38

Least crowded Apple Store in the Bay Area. This alone makes it worth will driving to this place. Staff is also friendlier than other Apple Stores.

Review №183

2019-11-27 08:35:20

Nice, helpful, not too long of wait. Knowledge and not condescending. Paid attention to details and followed up with excellent care and thoughtfulness.

Review №184

2020-08-31 00:52:39

Crowded, but taking all the correct COVID precautions. Making sure everyone keeping social distance and wearing masks.

Review №185

2017-08-13 00:07:57

Street fair in Los Gatos, cant get to the store, call the store, go trough five minutes of automated dialog and it doesnt connect me to anyone in the store? Thats Genius?

Review №186

2020-02-09 21:35:55

A lot of people, as expected. Plenty of staff to help with appointments. iPhone X screen replaced in 3 hours.

Review №187

2018-09-25 19:53:05

Took over 20 minutes to find someone willing to take my money so I could buy a $9 lightning connector to headphone adapter.

Review №188

2022-03-19 00:18:19

If I could give this store a 0 I would !!! terrible customer Service !!! please go to any other Apple Store then this one

Review №189

2019-04-12 07:31:22

Went there to purchase a new MacBook Air. The girl who helped me was super friendly and knowledgeable.

Review №190

2019-03-15 22:50:08

Spotless, quick and efficient, same day repair. Only ding is on price being high for a laptop battery.

Review №191

2019-10-06 01:41:26

QHad a diagnostic ran on my phone nothing wrong why am I trying to get charged $279 Tim did not help me all he did was try to charge me for everything I might as well go through my carrier which I will and get my watch and phone fixed

Review №192

2018-12-08 20:26:50

Best Apple store around for 500 miles. Never disappointed. Great staff.

Review №193

2018-01-13 20:16:34

Very helpful staffs. She patiently showed my son how to use Apple pen on iPad pro.

Review №194

2018-06-23 01:07:23

IGenuis nor Apple representative can help with Apple ID issue. Clueless people work in the retailer store level.

Review №195

2019-02-03 01:15:38

It was fine. I dont have much to compare to. Parking nearby was easy (on a weekend).

Review №196

2021-11-17 22:55:10

There were a lot of apple sales/support people. We got help as needed, purchased what we need, and were on our way.

Review №197

2016-08-12 01:27:07

Just another bustling Apple Store. Always looks stark to me. But plenty friendly staff.

Review №198

2019-08-24 22:12:31

Always very busy. Best to get an appointment if you want to talk to Genius Bar

Review №199

2019-06-12 02:39:08

Maurice! You saved my vintage iPad! Thank you, thank you, thank you for your patience and not giving up on my relic! lolNot to mention I was exactly on time and was helped almost immediately. :) yay!