Presentation on Map Reviews Nearby

Apple Stoneridge Mall in Pleasanton

3.9 (199) One Stoneridge Mall Rd, Pleasanton, CA 94588, United States

Categories

Computer repair service
Electronics store
Mobile phone repair shop

Location on the map

Pleasanton, Alameda County, California, US

Phone: +1 925-398-1962
Site: https://apple.com/retail/sto...

Opening hours

Monday:10 AM–9 PM
Tuesday:10 AM–9 PM
Wednesday:10 AM–9 PM
Thursday:10 AM–9 PM
Friday:10 AM–9 PM
Saturday:10 AM–9 PM
Sunday:11 AM–7 PM

Edit info

Total reviews rating 3.9

199 Reviews for Apple Stoneridge Mall 2024:

Review №1

2024-03-05 00:40:34

Horrible customer service experience. Was sold a defective product. Genius tech will pretend to help you and lecture you on their canned talks. The supervisor or manager who joined the conversation only doubled down on their lackluster response.Stay away from this location, I’ve had better experiences in other Apple Store locations thru out the bay.

Review №2

2024-06-29 00:16:13

Took my phone here for a cracked back screen; three different theories the Genius Bar staff told me; seems not trained very well, except to sell Apple care. My experience with all Apple stores for repairs is not that great. This one in particular, is worse. Walked out without repairing my phone. The cost they quoted anyways was ridiculous.

Review №3

2024-05-30 01:19:53

Went for a warranty replacement. The iphone case was cracked. Was on time for the appt. Waited for 30 mins to be attended to after check in. They keep walking furiously after asking a few questions. Finally after the usual things…“Yes its covered under warranty.” “But we don’t have stock to replace.”“I see it on the wall. There are 3 pieces left”“They are new. You have to pay for those. We have to order replacement. Come back after a week.”Left questioning the wisdom of buying an original iphone shell case for $70.Waiting for someone else to make a better phone so this arrogant company that does not like itz customers go away.

Review №4

2024-06-19 14:35:32

I was promised one amount for my trade iPhone before purchase and it was not honored after I bought the new 15 pro max iPhone. Ben, unprofessional and impolite.

Review №5

2024-06-10 00:53:29

Went over to show a hardware issue with my Mac Air. I walked over to a guy who had an iPad in his hand. Instead of listening to the problem with my MacBook Air the guy told me i was encroaching his space, even though i was well away. He then heard me and just asked someone else to seat me near a large screen. He said someone would come to me!! They did and the issue got resolved by the guy who came to me when seated. However, reason for the one star is or zero star (if i could give) is with THE EXTREME ARROGANCE & RUDENESS ADDED WITH SUPERIORITY COMPLEX, of the guy BEN whom i met first and is ALSO THE STORE MANAGER OF THIS STORE. I would love to post a photo of this highly conceited and condescending man. Every other employee in the store is awesome but BEN THE STORE MANAGER - WORST MAN IN THE WORLD!!!

Review №6

2018-01-25 07:13:04

For the $29 battery, you have to register on line, answered questions to be verified that you were qualified then you get an appointment.We went to our nearest Apple store. The rep. asked the same questions and checked our I.d. and ordered the battery.We have to wait for notice and make the second trip to buy/pickup the battery within five days.We thought that Apple was setting up all these hassels to halt off the rush?At least the new store was very impressive.

Review №7

2023-09-04 22:47:33

3:30 - 4:45 PM, Labor Day, September 4Rashad exemplified excellent customer service. He patiently resolved and explained to us why my daughter’s MacBook Air is slowing down and heating up. We cleaned the malware, and saved data. We purchased a 2TB Lacie external drive to facilitate the resolution.

Review №8

2024-06-11 06:51:01

Best place to shop! I found stuff on good deals.There’s is little cat town I loved it!Highly recommended!!

Review №9

2023-07-18 07:52:57

Great customer service and customers. My mother was being helped and a song came on the radio. A stranger started dancing and my daughter and niece joined in. Cool moment for the kiddos. This was about 3 years ago and service is still good.

Review №10

2022-12-30 18:53:03

Store is virtually empty, many Apple store employees are just standing alone and looking around, some chatting. Came in to buy an apple watch Series 8 for my wife and likely an Ultra for myself. They said at the door there is nobody available to help, the next appointment is half an hour from now. Will not wait that long with my 4 months old child in the stroller. The doorman did not even try to salvage the situation, “this is a better system that you have to have an appointment”.Actually thank you, you saved ~$1500+ as now I had time to rethink. Impulse buying prevention lol. Well done!

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Review №11

2024-05-21 01:59:31

Overall good experience with knowledgeable people around to give ample time to answer you query and help you in purchase.Also like the purchase experience just stay at your place where you are and your product come to you 😊

Review №12

2024-06-25 12:53:20

A great project and welcoming ambassadors of community all around of all things and all experiences. Come one, come all!

Review №13

2023-12-10 22:23:40

I just went here to do a AT&T trade in as AT&T didn’t have the iPhone 15 pro max in stock but Apple did, the workers were very nice and I was able to get my iPhone 15 pro max in blue titanium! The photos shown are not updated as I did get a wallet case for my new phone and it was the best upgrade since my iPhone 11 product red only had 64gb of storage

Review №14

2024-06-11 06:42:42

Loved the coffee ☕️ made by robot. Awesome place a little getaway and best place to shop!

Review №15

2022-03-11 23:15:55

When your three year old Air Pods decide to quit on you what do you do?? Google the nearest Apple store. Stoneridge Mall was a short thirty minute scenic drive away with beautiful countryside mountain views. Arrived and immediately found parking. Entered the mall through the doors next to the Cheesecake Factory, made a left and Apple was down on the right. Walked in, spoke to Jake and within a matter of minutes my AirPod purchase was complete and I was on the road again. I was looking for something, someone was willing to assist and this customer left happy! No time wasted.

Review №16

2023-12-14 21:02:53

Stoneridge store is great BUT Apple company/marketing department is shady. The was a “BIG” promo for gift cards for Black Friday….so it was a perfect time to get new iPhones….Well going thru the process, they offer to activate your iPhone wig you have T-Mobile or ATT and they waive the $30 activation fee. In FINE PRINT, they void the gift card Black Friday promo. Needless to say the fine print was too fine! Many people did not see it according to customer service. Too late to correct. Shady!

Review №17

2024-04-04 00:43:40

Guys Service so bad today ! Just ask about Add AppleCare when I bought cover my ip 15 pro had broken!

Review №18

2023-08-29 17:24:59

Noticed my battery in my iPhone started losing it’s charge quite quickly so I checked the life and received a message that i basically needed a new battery. Went online, made an appointment for 10:45 am this morning. At 10:45 Justin came out from the back and called my name. I had already run the diagnostic test ahead of time to save time when I got to the store.He asked me if I had any questions and within 5 minutes he took my phone to the back to get a new batteryAt 11:40 they called my name and I paid $69 plus tax and everything is good to go.Great Customer service and support! If I need anything apple related, I would definitely come back to this location.

Review №19

2022-09-13 03:00:14

I usually don’t review on stores, but particularly impressed by one “Vincent” who attended us in this apple store who was absolutely helpful in deciding our buy on next version of Apple Watch.

Review №20

2023-08-15 21:53:38

Waited more than 25 minutes for my appointment. Multiple other guest who came way later were seen first for some reason. Refused to acknowledged the problem with my AirPods just because their diagnostics program doesn’t show the problem. I asked he to take a listen to the AirPods he insisted their program is perfect and can never be wrong. They might as well fire everyone here and replace them with robots.

Review №21

2023-07-18 16:41:26

This store has helpful staff, and are able to provide good advice. It can get busy weekends so you might want to book an appointment or just wait till you get text to come back when it’s your turn. Most of Apple products are available in most cases so it’s reliable.

Review №22

2023-07-02 02:57:06

Awesome store, not the best in America. I can say that because Ive traveled the country, but it sure has great competition. There are just some adjustments that they need to make to their staff. The clerk that helped me did their job well. I was a little upset with my result, but that was on me. I just wanted everything done at that point in time. Somethings just need more time to be fixed.

Review №23

2023-08-31 21:54:03

I went here to make a return and I was instructed to stand on the side as #1 on the queue. As I stood there for 10 minutes doing nothing looking around, I observed half of the Apple employees were standing around talking as I see other customers also just waiting around. My return was done in less than 2 minutes as I approached one of them. This is peak inefficiency and I felt like my time was being wasted. I hope management pays more attention to the service provided as we are paying above market prices for these products.

Review №24

2023-12-04 01:16:57

Never have any problems at this store super nice employees I was having a bad day trying to get my screen repaired and I feel terrible for giving the employee, Christian, attitude when it was no fault of his but throughout the whole interaction he was great and polite and trying to give me some options to solve my problem two thumbs up for him

Review №25

2023-09-24 05:51:34

Went all the way to Stoneridge Mall to get an adapter for our MacBook. Found a parking spot, walked to the center of the mall (disabled family member was with us), and flabbergasted to see a couple hundred people (maybe more) waiting outside the store to get in, as always. We get that Apple is a high traffic place. We know people make appointments to spend thousands of dollars there (couldnt make an appointment on short notice as cable unexpectedly broke so we headed right over to get a replacement), but we dont get why we have to wait in line for hours to buy an accessory - not a laptop, iPad, iwatch - just an adapter. Why not have one line for those who have a quick purchase to make & one line for folks needing more assistance and time? For a disabled individual, its way too hard to wait in line so we left empty-handed. Love Apple products, hate this set-up.

Review №26

2021-09-06 16:31:19

I have tried to install OS Big Sur. At the middle of the installation, the MacBook stopped. I waited for hours. The computer turned very hot and noice. I had to turn off the computer.I wen to your apple shop twice in a week. The last suggestion did not work either. And the computer could NOT be turned on.I went to a computer shop. They just turned on the computer by pressing shift+power.But the Big Sur still does NOT run properly.I do not know what to do next?I was wondering whether your tech support can help me re-install old OS, like 10.14.x, NOT Big Sur, for me.By the way my computer is out of warranty.

Review №27

2022-09-27 16:24:49

Well organized place, but just one thing please iphones in stock so that we can purchase it at the time of arrival.

Review №28

2023-07-29 23:45:24

My husband was in there a couple days ago to get his phone replaced through his insurance and received very poor customer service. Normally everyone is very kind but this particular visit, the guy who helped him seemed to be focused on too many things and customers at once. I dont think we will return to this Apple store.

Review №29

2023-10-20 02:30:19

I hate everything Apple. Their customer service is fake and their product is average at best with a prime price tag. I went there to replace my daughters Airpods or else I would never go there.

Review №30

2024-05-24 00:54:48

With so many young people graduating it’s ridiculous that there is a limit of how many cards you can buy.

Review №31

2023-07-09 17:09:20

Yesterday, I walked into the Apple store at Stoneridge Mall. I recently took a hard fall while hiking and cracked my IPhone 13 Pro back display on impact that went to the front. The front display was completely black screened although the phone still worked and powered on. I just wanted to get my front display replaced since I didnt really care for the back. I had been paying for AppleCare Theft and Loss monthly for almost two years when I decided to stop it, it ended up being really inconvenient for me. When I worked at Apple Stanford before as a Product Specialist, the common rule is that if that if there is any damage to the back of the phone, you would have to repair the entire phone or get a new one. I was well aware that there is an option to repair only the front, paired with confirmation from my friend who is a genius at Palo Alto Apple. I was not given this option when I came to Stoneridge. The lady who helped me as ON POINT around 3:30pm turned me away pretty fast. I didnt happen to get her name but I wish I did. I understand that different environments carry different energies but the vibe I was getting felt really off. She told me that I would need to repair the whole phone. After checking with a technical specialist in the back, she took a look at my phone and told me that its not possible to repair the front without the back. I told her my situation but it seemed like there was only one option available. I quickly left the store after that interaction because I knew I was getting wronged. I drove to the Palo Alto Apple Store right after where I was taken in quickly and with much empathy. Perhaps the volume of traffic of Stoneridge is what affected the store. I can sense that the on-point lady at Stoneridge was burnt out. Regardless, the genius at Apple helped ease my troubles and told me that they will be able to remove my front screen only if I wanted to (which was what I wanted in the first place). The pricing was SO much better. Its crazy how different my experience was when I went from one store to the other. I felt listened to, and it seemed like they genuinely cared about the situation I was in. Overall, my experience at the Apple store at Stoneridge mall was not something I expected. I recommend to any customers to come in when there is less traffic, perhaps the experience can be better when its more focused. I will also say, dont give up! The fact that I refused to take the option presented to me at Stoneridge led to my very positive experience at Apple Palo Alto which also saved me a lot money. I recommend for any employees reading this, to strengthen general knowledge, especially for on-pointers who is the first face you see when you come in and determines how the interaction will proceed. I wouldnt let this interaction ultimately determine how I feel about the store. At the end of the day, it is a specific situation. I believe the next time I come into Stoneridge Apple, my experience will be better.

Review №32

2024-03-15 16:29:05

My client had issues with her phone & the Associate was VERY helpful in correcting her problems!

Review №33

2023-07-15 20:25:23

Title: In-Store Disappointment: Apple Stores Limited Assistance with iPad and Apple Watch Login IssueRating: ★★☆☆☆Review:My recent experience with the Apple Stores in-store customer service left me feeling frustrated and disappointed. I had encountered difficulty logging into my iPad and Apple Watch, and unfortunately, the assistance I received fell short of expectations.Upon visiting the Apple Store, I approached a representative with hopes of finding a solution to my problem. While the staff members were friendly and approachable, their knowledge and ability to address my login issues were limited. As someone already proficient in basic troubleshooting, I had hoped for more specialized assistance.The representative I spoke to attempted to help by suggesting common troubleshooting techniques, including resetting the devices and reattempting the login process. Unfortunately, these were steps I had already taken independently, leaving me feeling as if the support staff were reading from a predetermined list rather than actively engaging with my unique situation.What disappointed me further was the inability of the representative to provide alternative solutions or escalate the issue to a more experienced technician within the store. While I understand that not every technical issue can be resolved immediately, I expected the Apple Store, known for its expertise, to have more comprehensive approaches for troubleshooting such problems. Instead, I left the store without any substantial progress toward resolving my login issue.As an Apple customer, I am well aware of the companys commitment to customer service excellence. However, this particular encounter fell short of my expectations. While the staff members were pleasant and tried their best, their lack of specialization in handling complex login issues left me feeling frustrated and dissatisfied.In conclusion, my experience at the Apple Store with regards to my iPad and Apple Watch login issue was underwhelming. The inability of the in-store representative to provide adequate assistance or suggest alternative solutions was disappointing. I hope that in the future, Apple will invest in further training their support staff to handle a broader range of technical difficulties and empower them to provide more tailored solutions on the spot.

Review №34

2019-01-20 23:41:46

Fast & accurate service even though the store was filled wall to wall. I was in & out in under 5 minutes. My daughter got her airpods & shes VERY happy!!

Review №35

2017-08-05 23:06:32

Right in the middle of the mall and has a good amount of employees working at busy times.

Review №36

2022-06-12 23:53:50

I came to the store on Sunday (6/12) around 2:30pm ready to get an iPhone 13 and ended up waiting around for 30min with no one even bothering to help me. The sales folks just stood around and served others around me. I felt so disrespected, when I asked for help one guy told me to hang on but never came back. I wasn’t expecting much, just basic customer service to buy a phone and get out. About to drop 1K for a new phone, but after this…I’m not so sure. A good lesson in customer sentiments for their brand managers.

Review №37

2022-08-28 19:32:36

Amazing experience! It was quite busy in there, but they had so many kind and knowledgable workers there to help. I was helped by Josue and a few other people. I also love that they did a good job keeping products in stock. They had many colors of apple watches for me to chose from.

Review №38

2023-05-07 00:48:42

Absolutely fantastic service. Came in with a problem no one was willing to work on and they fixed it. Made us feel like our issue was important to them, not simply to get rid of us as soon as possible. Much appreciated!

Review №39

2023-01-08 00:44:36

My son made an appointment to up grade his IPhone. The tech worked with him on several distinct issues. We left with new phone for him, old phone returned, return credit in bank. Success on all fronts. Thanks.

Review №40

2022-09-04 23:25:58

Have been here 3 times over the past 3 years, typically when we break a phone.Service was fast and efficient, in and out in less than 15 mins! Needed to swap out an iPhone under their AppleCare+ program and really didn’t have any issues.Made sure before we went the phone was backed up, find my iPhone 📱 disabled and it was as simple as that.Seems like if you go in prepared, you can get out quick and easily, and we we’re there on a busy Saturday

Review №41

2022-11-14 00:20:12

No one carries troubleshooting skills. When the issue with device is beyond your diagnostic data, when customers like me tell the steps to reproduce or show the evidence, waste of time. No one who is called as *genius* listens or have anything to troubleshoot or …You keep showing the results are good. So you don’t have an issue. I am not going to continue a device which is heating up.I was told .. your screen time is 6 hours average that’s higher.

Review №42

2023-06-13 21:19:00

Not sure why this called Apple Store. I bought two Apple AirPod max last year, one for me and one for my brother. Both stopped working properly in December 2022. My brother took his back to the store in his area and they gave him a new one. I went to this store 3 times already and last time they told me my AirPod max is out of warranty and I have to pay $360 to fix them.

Review №43

2023-02-07 21:38:48

I was told I would be helped within 10 minutes and it took more than an hour for me to be helped effectively. The most frustrating thing was that I was waiting to be helped and I saw employees milling about not doing anything! I will not be returning to this Apple store location, and I hope they improve their customer service process for future customers.

Review №44

2021-12-21 15:18:24

The store itself I will say is large, clean, and full of product. While this is the case though, I did have a poor experience there that will prevent me from wanting to come back to this location moving forward. I had set a Genius Bar appointment for 5:30PM to have my phone speaker and screen repaired. While I got there on time, at 5:25 for my 5:30 appointment, and was checked in and told to sit and wait, I was not helped until 6:20PM.I thought they knew I was waiting for someone because I had been spoken to saying someone would be over shortly but no one came for 50 minutes. At that point someone finally asked if I had been checked on yet and I explained I was checked in and told to wait. I knew they were busy so I assumed there was a line even if people had come in after and been helped.Come when that was finally noticed yes, they took care of me quickly. What annoyed me more though is after an hour of waiting, they told me another 90 minutes for repairs because they were backed up. Honestly that annoyed me as I knew others had come and gone while I waited.They did fix the product though and I was able to get out by their suggested timeframe. Honestly next time I will go to another location. I give them props for trying to fix the situation by not making me wait any longer when they realized I was skipped or forgotten about or something. Lost a lot of time that could have been used for Christmas shopping or something along those lines.

Review №45

2018-11-05 04:18:52

Came here with the wife to trade in her phone.. the staff were have helpful and they gave very good trade in value for her phone.. If I was an apple fan I would totally come here more often..lol

Review №46

2023-09-13 01:45:35

Great Apple Store. Everyone is very helpful. Super clean and well organized. On time for care appointments! Thank you🙏

Review №47

2022-02-08 13:57:13

Good can get all Apple products

Review №48

2022-04-22 21:42:32

Had the battery replace on an iPhone. Initial service was great, picked up process, not so much. Took about an hour, went to pick it up, person said it was ready, and then we waited for 10 or 15 minutes before they brought it out...

Review №49

2021-07-18 16:30:30

Bryan was awesome! He was super informed and explained everything very patiently. In one appointment, I was able to ask many questions about the computers that I brought in and also buy a new one. Its a good idea to get an appointment beforehand as it does get pretty busy in there.

Review №50

2021-06-20 22:14:14

Needless to say the store is super clean and well organized. All current products are set up and on display. However, the place was super crowded. It seemed that employee to customer ratio is low. There was no signage saying there was a waiting list. I had to grab an employee just to talk to one, and was put on waiting list for someone to help me buy an iPhone from them. I did not feel welcomed at the store. I am not happy with their service. I ended up not buying at the store but just buying it online. Price is the same online or at the store, so dont go to the store.

Review №51

2023-11-21 16:56:52

My experience at the Stoneridge Mall was pleasant they put a big Christmas tree up I went there to take pictures with my grandkids it was a

Review №52

2022-06-04 03:48:00

Came to get my beats wireless headphones checked out due to and out of the box issue and was helped our every step of the way. The staff was pleasant and the store was really nice and well put together.

Review №53

2022-02-05 00:21:27

Overcrowded by employees, very unorganized and worst customer experience at this store. Watch replacement took many times visits (all because of apple store errors and missteps). Anyway, never had good experience in apple store (good looks, bad customer experience is a overall theme).Best to use online as much as possible else expect disappointing customer experience at store.

Review №54

2023-08-10 02:00:44

Such a bad customer service.I went to buy a product and the service representative mentioned they don’t have any other appointment to sell available for the day. She mentioned this is how they work at APPLE. Whats in this world is appointment to sell?Never going back to any such stores.

Review №55

2022-12-08 01:16:15

12/7/22After 2 hours, Simple battery replacement was denied due to moisture triggers showing water damage internally but well sell you another phone!Got home and checked the LCI - Liquid Contact Indicator - and ITS FINE. The phone works great, just needs a new battery.....When a company acts like they are doing you a Favor servicing their product - its time to say goodbye.So when is Elon Musk rolling out his new phone ?

Review №56

2023-01-14 23:49:39

Went to have AIRPODS looked at, was reasonably quick given large number of people in the store. The staff was very friendly, knowledgeable and got us up and running quickly.

Review №57

2019-08-30 00:01:44

Stop by fixing my phone. Screen was cracked so Apple Service take and fix all in less than one hour. Could not expect better service than this from Apple. Thanks

Review №58

2019-10-20 21:19:27

It was very confusing when I first got there. I was supposed to have an appointment at 1:30 I had three sales order quotes on my phone and they couldnt figure out who did it but the people on the floor of the store were extremely helpful from pretty efficient they getting it all together and getting me the phones so what could have been hours turned out to be somewhere between last certainly less than an hour. So Im a happy customer

Review №59

2022-09-27 00:09:23

I can not find the right words to express my anger and frustration. There are people there working who do not know anything about electronics, they are very rude, incompetent people. I bought a new iphone, had comcast activate the new phone, changed the sim card on the old one ( by comcast) to give it to my daughter, went to the store hoping to transfer everything to the new phone without headache. There were 4 different people ( none had any idea what to do) touching my phones, they erased everything from the old and new phone, then told me that I needed to go back to comcast to reactivate my new phone and then transfer the stuff from the old one, when I left the store, I found out that everything was already erased from my old phone and no way to get it back, Yes, I have icloud back up but icloud does not save my hundreds of apps and user name and password for those apps! I spent 3 1/2 hours at comcast to reactivate my new phone, I was told that some people had to wait for up to 10 days to reactivate their phones since there in no physical SIM card and it is Esim!! I am beyond angry, I have to spend days to remember all the apps I had and then reset the pw for those ... These incompetent guys wasted a few days of my time and I am a very busy physician. I talked to their manager and there is nothing he can do to undo the mess they created.

Review №60

2024-01-27 00:06:39

Beautiful mall nice to walk. Plenty of food options.

Review №61

2022-10-26 18:36:16

Booked an appointment to have a new battery installed on my iphone 11 pro, and showed up on time. After a 50 minute wait, the technician was available. He carefully examined my phone and hooked it up for diagnostic testing. He tested it for nearly a half hour: face id, audio diagnostics, battery usage, glass damage, buttons function, camera lens, liquid indicator. Finally, he approved the repair, but Id have to leave the phone and return later.That afternoon, I returned for my phone. Their repair transformed my functional iphone into a paperweight. They would not repair my phone because they claim it has been tampered with. Fine, why does it not work now, it passed your tests this morning. Unauthorized repairs prevent it from working upon assembly, they say. Here is our solution, you pay us $550 and we will give you a reconditioned iphone 11 pro.That is BS. My phone was fully functional when I brought it in. I believe they intentionally rendered my phone inoperative in order to sell me a new one. The technician that returned my phone to me was unconvincing. There were no non-apple parts in my phone. There is no reason they could not have reassembled my phone and returned it to me in operational condition. They were looking for a bigger sale. Ill never go back to Apple Store Stoneridge Mall, Pleasanton.

Review №62

2022-08-14 02:42:24

I haven’t had an issue at this location until recently but I have gone back because it’s convenient, until today. I will be going elsewhere for my Apple purchases. My son and I had started to walk into the store when an employee asked how he could help us, not the issue. The issue was the plain clothed security guard with black hair and blonde tips, who stood two feet from my son’s face. One- COVID is still going around and for him not to have a mask on standing so close to my son, come on now. Then my son and I had to squeeze between the guard and the employee because neither of them would move. If this is your intimidation tactic for kids not to steal, you need to think of something else. I was offended and devastated for my son because even though the guard was the same race as my son, the guard’s actions were completely racially motivated. My son walked out of the mall and said he’s never been stared at so much, everyone looked at him as if was going to rob them. I agreed with my son and told him this hasn’t happened in so long. Apple needs to do better.

Review №63

2024-06-09 06:20:54

Good service with attention to detail.

Review №64

2024-05-17 09:02:46

Very functional and enthusiastic staff.

Review №65

2020-01-08 06:49:55

If only I could give it a zero rating. So I went to this store around 6:30pm with the intention of replacing my iPhone battery. When I checked in, the clerk told me that someone will help me within 20 minutes. 30 minutes gone by and no one came to help me. So I checked with the clerk again and he told me to wait for 5 minutes. However, another 20 minutes gone by and I still haven’t been help. Every time the clerk would just tell me that I will be the next in line and I just need to wait for 5 minutes more. While in the mean time there were 3 to 4 people getting called before me. It wasn’t unit after 90 minutes that I was finally able to ”speak” with a clerk (which was around 8 pm). The most frustrating part was that the response I got was that they were about to close in an hour and they don’t have enough time to switch out my battery for me. So they basically told me to come in again to drop off my phone the next day (which was a 40 minute drive for me). This store prioritizes customers that have a higher potential of making bigger purchases. I would definitely not recommend going to this store if your intention is to get your products repaired. They’re just going to put you on hold forever while they choose to serve the customers that are interested in purchasing new iPhones first. Worst services and experience ever, never going to this store again.

Review №66

2022-03-02 21:27:13

I bought 5 iPhone 12 from this store, unfortunately the one that I got for my Dad had issue and I brought it back to the store. This store is absolutely fraud and the technicians are lier. They never report the issue until the phone is out of warranty. I visited the store 7 times since 2020 and every single time they made an excuse saying oh change the sim card. But none of them were noted until the warranty was over. Their manage Brenden Y was not helpful at all. They don’t listen to the problem and they can’t offer any solution. Beside making excuses that has no sense. Definitely reporting them to California Business bureau. And taking them to small claim.

Review №67

2021-05-09 22:39:32

Very good service from the rep for the iPhone! Annie treated us with understanding, and kindness, during our visit seeking help on a software-issue on our iPhone. It is a busy store and an appointment is recommended for issues! We look forward to purchasing another product soon.

Review №68

2023-01-16 04:31:36

Few consultants to attend on you. We had someone helping us along with 4 other customers and we had to wait after every question. Otherwise it was a pleasant experience

Review №69

2021-11-20 02:13:52

DO NOT get fooled by the Genius Bar Repair diagnosis !!My apple watch wasnt charging. Visited the store yesterday to git it checked. After waiting for almost 80 minutes at the store, the Genius bar rep took the watch in for a diagnosis and after 10 minutes returned mentioned that he too couldnt get it to charge and a repair would cost $349. I refused and got back home. Bought a new charger and hurrrayyyy, the watch started charging. Clearly the rep tried to fool me.@customers - Please be aware of the Genius Bar tricks.

Review №70

2021-04-17 23:06:52

Well organized and efficient. Great service from an Apple customer service rep named Erica from Tracy. She was excellent at her job, friendly, engaging and very knowledgeable about Apple products. I owed many businesses in the past and know how important it is to have good customer service and shes a keeper.

Review №71

2022-10-10 00:22:58

NEVER AGAINDon’t know if the staff here are on drugs while at work, or have been lobotomized… But still doesn’t explain the contempt and slow boil rage/resentment the Apple Employees here at this store show to customers. Rude, aggressive and disaffected behavior is what i experienced here today. AND PLEASE— My advice to you, the customer, never buy an APPLE GIFT CARD. No one seems to know what to do with it. It’s mostly an accounting scam/racket invented by Apple executives, in my opinion. I truly believe you’d have better luck unloading Monopoly Money at this store or any Apple point of sale application, than your Apple Gift Card. Don’t waste your money on an Apple Gift Card, please!!! And definitely, don’t buy it for anyone you really care about. It’s not user friendly.

Review №72

2021-08-02 22:00:04

I hate to give it a one star. I had been to this place 4 or so times, and the policies and procedures they have, coupled with their inconsistent messaging is just terrible. On the 4th or 5th visit, I was asked to just stop by and my laptop would be serviced (parts ordered, everything else was setup for this moment). I even asked them on the call whether I need to setup a special appointment, and I was told that is not required and since the part is already available now at the store, the installation will just take few mins.However, when I went to the store (specifically chose morning time and I was the first customer since I did not want to burden them when there are lots of people), I was told that I will have to drop off the laptop and will have to come back again to pick it up. This is just incoherent and inconsistent messaging without any concerns whatsoever for customers.Rest of the service personnel at this center are usually cordial and it hurts me to give it such a bad rating, but they have to fix these type of issues and I hope this message reaches them.

Review №73

2022-02-15 08:49:03

Customer service is sub par for what I expect going into an Apple store. I went in to upgrade my phone and the internet was basically unusable supposedly due to the network traffic. Spent approx 30-45 minutes trying to transfer my phone just waiting for my phone to finish syncing with Apple servers. Ended up using 10G of my data just to get out of there. Not a fun experience. Staff werent very knowledgeable and would give me mixed answers when their last solution didnt work.Ill be going to the location in Emeryville moving forward.

Review №74

2023-05-06 20:40:43

Excellent costumer service. Polite staffs. Very clean and friendly environment. Plenty of staffs are available to give services. Overall, I was 100% satisfied to the service I got!

Review №75

2021-01-27 06:41:32

I had to return an online item at Ann Taylor, and the store at the mall was closest to my home. Good amount of stores with lots of items to select... but overall, it was too crowded for my liking. Even though everyone was wearing masks, it just didnt feel comfortable with that many people walking and shopping. Its an indoor mall and people who were walking near or passed you were clear less than 6 feet apart.

Review №76

2021-05-06 04:33:21

Pretty long waits standing in line, even for previously scheduled pickup appointments. Not sure what the problem is, but this store is currently chaotic. Maybe as pandemic rules are relaxed service levels will improve.

Review №77

2022-11-30 19:02:57

Love shopping at Apple shops. This was particularly busy when we arrived. It took about 18 minutes before we were attended to. That aside, we were happy with our purchase

Review №78

2018-05-16 01:41:47

All employees at the Apple Store Stonrbriar are courteous, kind and helpful. I have been shopping here for years and always had a pleasant experience. Today I had a reservation to get my iPhone battery replaced. As always, greeted at the door with a smile, Another helpful person ran diagnostics on my phone and about an hour later my phone was ready with a replacement battery. My phone runs like new again. Apple really knows how to treat their customers. Thank you.

Review №79

2019-08-15 00:15:05

Phenomenal service by Vanessa. I had an unexpected phone issue that could have taken weeks to fix. She went out of her way to speak to Apple representatives outside the store and get me a new phone the same day so I could have it ready for work. Definitely made my day better!

Review №80

2017-06-23 05:48:20

After I visited this store today, I totally lost trust for Apple. I went to the store twice for fixing iPhone 6 plus since the screen was shading and the phone was not working periodically in the past a few days. As the technician said this is a common problem for iPhone 6 plus and Apple has made an app/system for fixing it but I have to pay for $$ to get a replaced phone. I wondered if I should get a replaced phone or updated to iphone 7. The technician said I could think about it first and come back later. Later at night time I decided to get a replaced phone since l couldnt use the phone most of time. A store associate (unfortunately I didnt get her name) told me i couldnt get assistance today since I lost my chance to get help earlier and they had a lot of people ahead of me. She kept asking me if I understand or not. When I tried making a new appointment, she was very impatient and rude. She kept saying you need to make your decision and then walked away couple times in one minute when I tried making an appointment. I am so disappointed about this store and Apple products today. I dont expect to see so many customers need technical support on a week day!

Review №81

2016-12-22 03:18:41

Very poor service even after paying premium to Apple. I scheduled a service and reached on time, the next representative came to me after half an hour. Waste of time. Its always crowded.

Review №82

2020-11-03 22:38:46

Super Quick Service Today (11/3/2020). Was worried and warned by friends that Id need an appointment... But I saw the only appointment was a week away, so I figured Id try my luck. They got me right in after a quick interview. It was maybe a 3 minute wait. Then Solved my airpods pro problem and out Super Fast! Thanks Genius Team!!

Review №83

2023-11-01 20:24:46

Specious and beautiful, best for all age groups,I enjoyed its maxican vegetarian food, yummy 😋

Review №84

2023-09-24 18:21:38

Pre ordered my phone . Was in and out in 5 mins . Excellent time and queue management from store employees

Review №85

2020-11-29 18:45:11

Store was very busy and I had to wait in a long line, but all the employees were working hard to take care of everyone.I had the privilege of being helped by Nima, who was fantastic. Very knowledgeable and took the time to answer all my questions about my new phone and all the other products I was inquiring about. His enthusiasm about the products in the Apple Store really made me feel good about my purchase and I will be returning to buy a couple iPads based on the info he gave me about the new ones.Great experience. Great new phone. Thanks Nima!

Review №86

2022-08-15 04:00:59

This Apple store is absolutely the best # 1 withCustomer service ...A young man named Alberto is very knowledgeable about the Apple computer that my husband purchasedWe are so pleased thatThis young kids take pride for this wonderful companyAnd most of all they put Customer firstThank youApple storein Livermore

Review №87

2018-07-03 16:38:56

Apple used to be the epitome of Customer Experience. Now you are lucky to have a genius appointment where they even take the time to hear you out and address concerns. They have gone from providing that great experience that leaves you feeling warm and fuzzy to something much more transactional.My genius was rude and had an attitude from the beginning of the interaction, and was straight to A or B. These are your options. I am used to at least being asked how am I doing today, what seems to be the problem.I asked for a managers assistance so I could at least feel like I was heard. She passed me back to the rep after 2 minutes of interaction.I suppose I at least know now to lower my expectations of what to expect when I make an appointment.

Review №88

2021-12-14 05:10:31

Was sent down here by an apple customer service rep on the phone who said theyd be able to help us contest a nonsense charge, and I have no idea why, it was a complete waste of time. The useless clerk and equally useless manager just repeatedly insisted there was nothing they could do, including BOTHERING TO EVEN LOOK AT THE PRODUCT IN QUESTION, WHICH WAS OBSERVABLY WORKING PERFECTLY IN SPITE OF THEIR CLAIM. Despite having zero evidence of apples bogus claim and evidence right in front of them that it was at best an obvious mistake, they simply robotically asserted the company line, offering insulting alternatives like trading the product in for a fraction of its value and less than a third of their fraudulent repair cost, or buying another product (as if wed have any inclination to give them more money for defective products they want to gouge us for after decades of loyal business) while snidely insinuating we were lying and had secretly done something wrong, and repeatedly trying to upsell us on apple care. Have to convince me youre capable of caring first, sweetheart. Then they had the gall to ask us to change our customer survey response when we sent it back negative. Are you kidding me? You want us to lie and pretend you did right by us? Hard no. Have another negative review. If you wanted good feedback you shouldnt have treated loyal, paying customers like trash. Hope you can do better in the future, for customers besides me, because Im never setting foot in this glossy, cardigan-clad used car dealership again.

Review №89

2024-05-02 19:54:47

Manager is worth nothing, associates are use less

Review №90

2020-07-19 20:52:42

Poor experience with Genius Bar considering I had appointment and followed each step of process. Waited 2 hours and explained issues, but in the end no service was provided to aid malfunctioning product (in this case a connection issue with AirPods Pro’s). Tough to blame the workers considering this may have been an issue due to pandemic, but had higher hopes for a company like Apple, that puts emphasis customer/consumer experience.

Review №91

2018-07-25 19:39:10

Love apple products and dont mind paying a premium but this store’s customer service is really bad. bought a new cable and was told if i bring in the old one they would replace it. it had only been 6 months since i bought it. made a new trip out with 2 lightly worn but non working cables and was denied by the first person i spoke to.

Review №92

2019-07-26 05:09:10

I had some technical difficulties with a phone I bought recently (unfortunately I’m having short term memory loss & I don’t remember the names of the kind workers who helped me out) but the service was excellent, once someone was available I was promptly helped & the manager also assisted to ensure that my problem was well taken care of. Thank you!

Review №93

2023-03-20 02:20:12

Stopped by for pickup. I ordered online and picked up in store. It took 5 minutes for pickup. Amazing staff and very polite and smooth service.

Review №94

2020-02-03 01:26:48

It is my second visit to the store and i would say it has poorest customer service that i have ever seen in any store. Although i get my appointment and the agent do show up, then this store never have anything in their stock and always ask me to wait for a week or so And then come back again to check if i can get the simple USB replacement or no.I have visited few other stores in Walnut Creek or Palo alto, guess next time for anything required i will prefer to drive extra miles than to come up in this store and then come back again for getting my stuff.

Review №95

2019-09-17 01:15:39

Went in with a friend last week to have their iPhone looked at since the speaker was not working on it. They said it would be about an hour wait. 3 hours later we went to T-Mobile and just got a new phone since they had to go get their kids from school. Still never got a text asking to come in. I guess it was more important to get people for the new iPhone rather than help someone who was just looking to get something fixed.

Review №96

2019-07-06 12:57:59

Apple store always gives unqualified great customer services. A team leader/technician named Christian had promptly solved a highly complicated technical problem on my IPhone, mainly because of his in depth knowledge and know how but his mannerism that is also strikes out a complete customer experiences. Great job!

Review №97

2021-09-13 17:18:22

Big difference from the store in Modesto. The employees here at the Pleasanton Apple store are helpful, respectful and very accommodating. Unlike the Apple store in Modesto where they make you feel uncomfortable, as if you are interrupting their day.Im glad the Pleasanton is keeping in mind that the customer satisfies is their first priority.

Review №98

2013-03-10 20:35:04

Just bought a new MacBook Pro which has been having intermittent screen issues. I have brought this item in following their appointment schedule to have my appointments cancelled because I was 5 minutes late when I had been waiting there 10 minutes early trying to get the genius attention who turned out to be rather incompetent.I gave this place a second try after contacting a manager after being told that their appointments are only 15 minutes and being told to leave the area after 5 minutes of trying to explain what the issue with my laptop is to the incompetent tech.Finally, I figured Ill let them fix the computer after bringing it in(my appointment was cancelled because again I was late...)Four hours of my time wasted in this store, my computer is still not fixed.My last visit to such a terribly organized location. I received my laptop back after handing it over to them when I was explicitly told that I would be receiving a new screen and motherboard/logic board(its an SOC design so all the components are on the same board). I got it back today and none of these things were done. I was also told that they had run the same diagnostic as last time only to find nothing which was the same as last time...Apple in Stoneridge Mall is mentally incapable of handling computer products and repair. This was my last visit. I will be trying another locale to get this resolved.

Review №99

2022-12-09 19:57:28

Not enough vaerity. A lot of empty stores and stores that still open have very old merchandise . I didnt see any security at all inside the mall or in the parking lots. Sadly, it feels like an abandoned place. I dont go there unless I really have to.

Review №100

2023-02-12 00:23:12

Nice open setting with most major brand store including Apple. Took off one star because there are no maps posted & first time visitors are forced to figure out by asking retailers & memorizing!

Review №101

2015-10-05 02:13:04

Okay so Customer Service should really have a higher quality when dealing with customers..and customer service people should be trained to be more friendly and helpful..i just return from the Apple Store i was there about 5:45 PM and my Headphone Studio Wireless by Dre Beats need a repair for the same reason i repaired it last time!so the process for repairing the Headphone that i face last time it was taking the headphone and comeback to pick it up two weeks later.now he asked me to make an appointment online and then come back next week to give them my Headphone and wait two other weeks to received it!i just drive for an hour for nothing ! couldnt they just take it now instead and sent it tomorrow or after tomorrow to the repair if they dont have time today ? and that will save the customer time .. and make him feel that the customer server of Apple (and Apple it self) does care about your satisfaction !i hope Apple Hear my voice and try to upgrade there Customer Servicethanks for reading..

Review №102

2022-02-18 03:48:49

Pick up so many items from here . It always a great experience in and out . Staff is always ready to help and answer your all questions. Most of items are ready to pick up in an hour and by chance is there is any issue they will call update you with details.

Review №103

2020-10-07 00:13:46

I hardly leave reviews, but after my shopping experience today I felt I needed to! Eric (Erik?) assisted me with a trade in and purchase and HE WAS AMAZING. I had a credit card issue and during my 20 minute call, he played ROCK paper scissors with my VERY active 10 year old. Was super patient and had her laughing the entire time. Sometimes people don’t realize just how much that. Little bit of interaction helps a mom stay at ease when dealing with stupid credit card la locking your account. Thank you Eric!

Review №104

2017-06-17 05:26:23

Believe me, dont even to go there. Its useless.I had been there three times for repairing my apple product. And every time they refuse to service me, only sign me for another appointment.(Even I had an appointment, they let me waited there for more than 20 minutes.)I mean if I want to make an appointment I can do it in online, what the point I went there for a 30 minutes drive and waste gas and my car miles.I had been a lot of apple stores in the U.S. in the past 7 years and none of them had this kind of service. I am not sure its apples going down or just I went the wrong place.Also I do want to mention that in 2 weeks my iPhone having problem with GPS, my apple watch screen just fell off by itself, and my MacBook pro got memory cap And none of them got fixed.. I really feel sad for apple. What would you think about apple products if you experience those once in the same time.As a loyal apple user, at this time, I really feel its the time to rethink my position on apple product. Maybe its the time to switch.

Review №105

2018-07-10 14:35:59

Was visiting out of the area, and my phone completely bugged out and wouldnt charge so i happened to go to this store to try and get it fixed....my mistake...First off, the greeters in the front were nice and helpful and directed me to go behind another customer who was with the appointment scheduler....and so I stood behind them patiently waiting.Then another customer started standing off to another side of them...and Im like okay...I was here first...then when the first customer was done, I immediately went to the appointment scheduler (name is Grace)...and she rudely said that I wasnt next...and that there was a line. I kindly said I was there first....and there was no line when I initially stood. (its not like there was a sign that says line was there...its just open space and I had originally stood behind them to begin with).And then she asked the other customer if it was okay if I went first...not even apologizing or admitting she was wrong...just accusing me I was cutting....when I was just waiting patiently with my girlfriend (which even my girlfriend was telling her I was definitely not cutting)So I was mad, but breathed in and out and fast forward, I book the appointment, waited some more, and finally got with the Genius to help fix my phone.The Genius was really nice so kudos to her, but said there is nothing that can be done with my phone...that I had to buy a new phone...and I told her I will think about it.Ended up going to a repair shop nearby, and the battery just needed replacing...phone works perfectly fine...and overall, was just a waste of time, and plain rudeness from Grace, which left a bad taste in my mouth for Apple Customer Service.Going to give Samsung a chance soon since this was just uncalled for in multiple instances.

Review №106

2020-03-15 19:43:58

First off I am an Android guy. But my dad has an iPhone and had some issues so we came here for help. They were very friendly and explained everything. They were very patient with us. I was very impressed. Highly recommended (if you use Apple)

Review №107

2016-05-01 15:46:18

SOLID ... first time in an apple store, great experiencei wanted something impossible, wish granted, allows very cool experience to flow as a result, super nice salesperson and technical guy was amazing, he answered ALL my questions, and i ALWAYS have a lot of questions.in 30 minutes i went from zero to 100 in terms of satisfied customer, completely the way i wanted it to go, which is great, because i know exactly what i want/need, and go and try fulfilling that need (usually frustrated!) but in this case, nothing but smiles #thankyou

Review №108

2023-12-31 16:15:51

Busy all the time. Adequate staff though.

Review №109

2021-03-14 23:55:47

HORRIBLE CUSTOMER SERVICE!!! Use another location. Even with an appointment between 3:45pm-4:00pm I waited over 30 minutes in a line, then I was brought to the door of the store and had me waiting another 20 minutes, and then I was told it would be another hour because most of the employees were going on a break. EMPLOYEES HAD A BAD ATTITUDE, AND POORLY TRAINED!! WORST CUSTOMER SERVICE!!! Left to another store instead. Don’t waste your time here.

Review №110

2018-11-17 07:13:40

After going thru a overwhelmingly negative set of reviews I still chose to go to this store to repair my phone hoping my experience would be different. My phone’s limited warranty was also quickly coming to an end and hence I thought replacing the battery within the period would waive the charges for it which was also reaffirmed to me multiple times calling apple support and also their technicians. Some of my observations of this store based on my experience:Most of the associates in the support team are very young and inexperienced - the first time I was late to my appointment and I was given a second chance to see the next available support technician within 15 minutes and I ended up spending half an hour and when I spoke to that person who assured me someone will see me in fifteen minutes, went thru the log and then stated that it will be longer since they were so backed up. Not sure why he couldn’t have told me this prior to me having to wait half hour there with no assurance anyone will show up.The second time, a technician did see me and she told me that I will need to bring my phone and hand it over to them for the repair the next day since they were not taking in anymore work orders for the day. I was alright with that. I told her that I was on the last day of my warranty and that they should replace the battery with no cost to me as I was assured by apple support over the phone. She also confirmed that to be true and she showed me a page where the cost was indicated as zero dollars and asked for me to sign after reading the terms. Little did I know that she had also conflictingly stated that the battery replacement was to be charged since although I was under warranty, the battery report came out to be good and I insisted on replacing it anyway. The reason why I wanted the battery replaced was because it was draining very quickly even without me actively using the phone and I noticed this behavior after the latest OS upgrades.The next day I went to give my phone for repair and the person that collected it also reconfirmed that I shall not be charged. All the whole they were entering a truly conflicting statement in their reports. When I went to collect the phone in the evening, the person that showed up with the phone insisted I pay for the battery and I refused stating that I have been told this is covered under warranty. Then the manager shows up with all the logs from the previous support folks clearly stating that the battery was to be charged while verbally they were telling me otherwise and getting me to sign the understanding that we had. The manager started making statements that this was a he said-she said thing and that the paperwork was clearly reflective of the cost associated with the new battery and legally am supposed to pay the fee.I had been lied to multiple times in the store with multiple support staff claiming I don’t owe anything for the new battery while they have been entering a completely different thing in their notes. I paid for the battery and told the manager I will never come back to this store again. Even if I am crazy enough to buy another apple product it shall be online and for support I’d much rather go to the SF support centers.Please avoid this store at all costs - or else read the fine print before you sign. These support staff are either too young and naive or grossly misleading not even knowing what assurances they are giving their customers.

Review №111

2023-04-02 20:15:52

These guys destroyed my mobile data. I just visited this store for a simple fix but ended up with huge disappointment. I lost my data due to inefficiency of the technicians in this store.

Review №112

2022-05-22 07:40:55

I have a Small Business By Name of M.A I Tailoring/ Fashion Consultant and Clothier,And I bought my Computer/ iPads/ many Cellphon, many AirPod Etc. From Stonridge Mall they are Great especially The business Team.Hey everyone in Apple thank you so much for your services.

Review №113

2018-11-09 04:25:58

Its an Apple store, like all the rest. Sorry expensive over priced products, but the place is always very popular and busy. You know what to expect with Apple stores.What you can also expect are very friendly staff who are super helpful. The products are well made and work well. Im an Android guy myself but buying for a family member was very easy.

Review №114

2015-06-05 18:13:39

My iPhone display cracked (again, several weeks after it happened for the 1st time). I called Apple support to schedule a repair in Stonebridge mall and the rep told me that all appointments are already booked and that the 1st available one is in 5 days. She said though that I could walk in the store and see if the store can accept me as sometimes pre-scheduled appointments get canceled.I drove to the store, waited in line for 10 minutes and then the technician signed me up for an appointment in 2 hours. I wanted to leave the phone with him and come back when its ready to be picked up but he said that Id need to come again in 2 hours to drop it off first and then it will take another 1.5 hours to be fixed. So overall, 3.5 hours: 2 hours to be accepted + 1.5 hours to be fixed. Couldnt the rep on the phone put me down for an appointment in 2 hours and save me a trip? Why did I have to come in person just to schedule an appointment? I had to drive 3 round trips to get the phone fixed.

Review №115

2020-07-17 00:43:43

1 stop Rahmad? Excellent Genius service! Listened carefully, solved problems. Driving extra miles past other stores to get here. Would do it again to know I will get excellent service and 1 trip!!!! Hope I got his name right. He is the type of customer service that is well worth the drive!!!!!CLONE THIS GUY!!! Or have him train others.

Review №116

2019-03-29 23:29:46

Took about 15 minutes to just pick something up as it was extremely crowded on a Thursday afternoon. However, our computer was ready early and the staff was very friendly and helpful. Everything here costs an arm and a leg, but that isnt exactly news to anyone

Review №117

2017-12-07 00:30:31

I went in to buy a watch and was literally ignored by everyone. I asked a guy walking around with an iPad (very politely) if there was someone who could help me, and he was rude about it. Asked me if I had checked in and told him no one had even approached me at the door or greeted me to do so. Gave me a “yeah, whatever” attitude.The store wasn’t even that busy. There were almost more employees than customers at that point and literally 5 standing at the back of the store chatting and looking down at their iPads.To make matters worse, I had another girl ask me if I had a Genius Bar appointment. In a condensing voice, she told me she only handled Genius Bar related stuff, when I told her I just wanted help buying a watch. Never even offered more assistance than that. I almost lost it at that point. Let her know I wasn’t happy and walked out without buying a thing.The last straw was when I called to speak to a manager, rather than write this review, and nobody even picked up the phone.Seriously, Apple?

Review №118

2022-09-22 20:26:13

My iPhone 12 has been hacked & my local AT & T store directed me to APPLE at Stoneridge Mall, but I was greeted at the entrance & as I described my issue, the greeter offered me no hope, save for “ come again for our Genius Bar.

Review №119

2017-11-11 18:16:16

Went to pick up iMac Pro on a Tuesday morning. Took a while to get it set up. The rep was very nice but needed to help others inbetween, had to leave for a meeting and a gal replaced him. She also was asked for help by another employee. So took a total of more than an hour because of interruptions. It seems theyre short on staff even for a midweek morning. Weekends always have people queued in several lines at front and others sitting inside waiting for help.

Review №120

2016-11-28 03:06:54

My daughter got her battery replaced today and just noticed 5 minutes from their closing time on the same day that her screen is coming off. Sadly her original battery only lasted a year. They didnt put 2 screws in so she called before closing and they didnt answer her call. Sucks!! Lets see what happens tomorrow when or if they answer the phone. So inconvenient :)

Review №121

2015-04-29 17:51:06

I did not like my experience here. I went to exchange my phone due to network problems in the first week of purchase, all I wanted was even price and the policy would not allow to do it. I decided to return the phone and the rep gave me a hard time and asked me unnecessary questions. I am happy that the store manager called me back later and apologized for the inconvenience, it would be nice to improve the overall customer experience and reduce the wait times for people who have reserved appointment through genius bar.

Review №122

2018-03-16 21:45:36

Very crowded place. If you are going for repairs you better get an appointment first.This is my go to place for any apple products purchase or repair. Every time I go here, it is crowded as hell. May be it’s because of the wonderful customer service. It’s ok to walk in directly if you are going for pick up or purchasing a new item. But if you are planning for repair, that’s not good idea with out an appointment.The store people are friendly and courteous, answers and solves the issues with extreme knowledge/guidance on the products.

Review №123

2018-11-09 12:14:04

Great service, especially in weekdays when the shop isnt jam-packed. Located in the middle of the mall on the first floor, so it almost doesnt matter where you choose to park. The worst thing about visiting is the propensity of leaving the store with a lighter wallet.

Review №124

2017-11-25 18:35:45

Multiple bad experiences with this store. Being an embedded software engineer myself, I can tell they BS a lot, at times dispensing false or useless information or advice. Imagine what it would be like for those who are not in the technology field.I felt that the interaction with people there, if it did not lead to a purchase or repair, there would be no record. If you want to complain, theres no case number to refer to. You would just have to make general remark. Cant go back to the specific person I talked to. Hence, in many cases, theres no accountability. They just say whatever.I replaced the iPhone 6 battery. It started to act up around 2 year. It may be true that the battery had reached end of life, and OS update did not play essential role, its still a cost that people need to consider when purchasing a phone. Why not put a bigger battery for such premium phone? I think its pretty universal at this point that, we dont need the phone to be any more thinner, and people want more battery, hence not only we have more battery life for daily use, the battery would also last longer.When I signed off for the battery replacement, I did not know before hand that they said in the paper work that my phone has cosmetic damage. If I knew, I would certainly contest and ask for explaintion. This is they covering their rear end. I dont appreciate at all.After I left my phone for battery replacement, I was told it would take 2 hours and they will email me, since they cant call me. I waited 2 and a half hours, and went back and checked, it was already done, but no email. I think for iPhone 6, it should be done for less than 30 minutes. I should have checked back earlier.My iPhone 6 at one point showing battery stuck at 100%. I didnt know how much battery actually left and the phone could shut down any time. But when I described it people standing at the front, I was told, something to the effect that, Its good, you never run out of battery.One of the Genius there lacked the understanding of the advices shes giving out and didnt know what customer service is. She said my phone is low on storage that we could not do firmware upgrade. I said thats not true. The OS had been upgraded with the capability to uninstall apps in the background to free up space. I showed her that my iPad did just that.She said a phone needed 20% or some crazy percentage of free space to operate properly. I asked her, if thats true for phones with 32GB storage and 128GB storage. It obviously doesnt make sense.She asked me if I know what MB is. And she said the OS does not show the accurate free space left, and since I dont believe her, she asked me to add up the storage space used by all apps. Again, she asked a customer to add up the storage space used by all the apps! Is this what Apple is?I asked if she could run some diagnostics, she declined, saying she could not.At this point, she said she could not help me, and started the preparation for the next customer.When I picked up my phone after the battery replacement, the same genius happened to be the person handing me the phone. Not sure shes not doing the genius work any more, or part of their responsibilities. Not sure if she remembered me, but shes giving out more false information, claiming the battery has 7000 charge cycles. I was just like, whatever. I thanked her, grabbed my phone and left for good.

Review №125

2022-02-26 08:23:31

Love this apple store I did not understand why the iPad Pro was so much higher than before and the associate explained the the difference and was not high pressure at all. I am getting the iPad pro with the processor that is the same processor in the Mac! I am able to make an informed decision and I am so pleased with the information I received for apple associate!?$

Review №126

2015-02-09 19:42:39

Hard to believe that Apple, with all of its cash, brains, marketing and product prowess has created such a complete mess of its retail environment. I hope I never have to enter another Apple store. Nothing but a complete mass of humanity (which Apple probably thinks is cool) accomplishing virtually nothing except playing with overpriced gadgets and accessories. I waited at their Genius Bar (boy what a name) for 30 minutes simply to exchange a product. I had to physically express my frustration to get a manager to respond to me, who then ended up apologizing for the entire experience. If you have to visit this store, bring a lunch and plenty of patience because you will be in there forever.

Review №127

2021-06-21 20:37:02

Called two times because the first time the person transferring me hung up on me instead. super frustrating. then my iphone is being fixed and the only option is to text me when the phones ready.... when i have no phone and no way of texting. not very satisfied!

Review №128

2015-08-26 01:43:02

In a hectic store (which had appointments booked for a full week in advance), Tyler quickly and professionally helped solve issues related to my phone while also meeting the needs of other customers. Thanks for the assistance, it was a best case scenario in Apple location that clearly gets a TON of foot traffic!

Review №129

2015-12-03 02:20:37

Generally really good customer service. However, the place is always a zoo. I wish they had a better way to queue the customers. Highly recommend making reservations for both purchases and Genius Bar.

Review №130

2018-04-05 04:28:52

I am regretting buying Apple products after my experience with Apple store. My iPhone6 died while under warranty and I took it in to fix. First rep gave runaround that they couldn’t take it overnight for repair. Said I could buy a new phone and return it within 30 days while my other is getting fixed. Took it in different day. Second rep tried giving same runaround. At this point I was firm on Apple taking it for repair. Rep ended up giving me new phone instead. So to summarize: I wasted 2 hours, Apple ended up with 2 refurb phones to get rid of. All because of incompetent staff and messed up process.

Review №131

2012-10-15 02:05:21

One too many issues with genius not being a genius and not wanting to help because it will take too long. I this is coming from a companies point of view. The I explained that it was not one computer issue. I but 600. Didnt care. The demand to talk to the manager then did what he was asked to do.. Wasted 15 arguing about it on a 30 min reservation slot.

Review №132

2018-04-02 18:42:55

Really busy on school holidays. Arcane appointment system required a phone call with very long holding, delayed call-backs after leaving a message, and then once you arrive for an appointment, youre supposed to wait in a line to check-in, only to wait even longer on a side of the store that lacks seating. Going to the Apple store fur a repair is like being stuck in an ER waiting room. They could improve this appointment system in so many ways.

Review №133

2019-07-30 02:15:59

Thought going in..that there was no way i was going to get anyones attention...it was so busy. Mind you, this was the first time Ive ever been in an Apple Store.But, I saw one person in the middle of the store not talking with anyone so I approached her she immediately added me into her system with a minor description of what I was wearing and the location of where i was standing in the store to wait for the next available salesperson. WOW...it work!!So going in I thought at best that I probably have to buy another iPad come to find out its only that I had uploaded the next upgrade... this caused my system to not respond therefore I had to bring it in. Needless to say I walked out not paying a dime and I got my iPad to work in and out within an hour I thought that was pretty good thank you Apple Store!!

Review №134

2018-09-13 21:23:55

Apple once was a top company. Still is good, but isnt that company that was before. Grace employee got scare to get germs. She refuse to shake hands. Plus, they want to charge US$ 300.00 for a small fix. I hope Apple return to be one of the best company in the world :)

Review №135

2016-09-04 02:16:04

I can say with conviction this is probably the worst Apple Store I have ever been to. Staff varies between friendly but overworked, to completely disinterested and rude. The place is generally crowded, but Ive seen plenty of other Apple Stores get by without the place turning into a riot by having *all* employees pitch in, not merely a quarter of them being helpful.

Review №136

2021-06-13 03:17:14

Ray helped us; he was Awesome!!! Knowledgeable, great personality, enthusiastic. Professional, thorough & NO pressure from him to buy additional/ unnecessary merchandise.

Review №137

2018-10-09 18:33:01

On the 29th of last month, I bought a new iphoneXSMax. Then I picked up my iPhone 6+ as a battery and planned to give it to my family. I didnt expect my dura mater to break when I changed it. Just a small thing. I cant believe I fixed the earphone hole. First of all, I dont know why replacing the battery can damage the hole in the earphone. Anyway, when I went home to listen to the music on this phone, I found a lot of dust inside. (It was normal until the battery was replaced) so I cant fully insert the accessory. No! I have to take a day off and wait in line at your store for two hours. This time, the staff said that it could be too much dust in the cause of failure and helped me clean it up. So when you go back, you can plug in the headphones, but the headphones wont work. I have to ask for another day off to go to the Apple store. However, this time, the staff/manager gave me a reply and really made me very angry. If your phone has dropped, we will help you replace the battery instead of touching it. You must have broken it yourself. We will not fix it for you. Pay for it yourself. I am really FK. Can you use your mobile phone for three years with your new phone? My previous phone worked fine, but the speakers were just whispering. You cant work on my headset now by replacing the battery. I insist that I broke it myself. Manager, employee. The worst service for you. I didnt expect the Apple store to do the same. This is disgusting。The last sentence: irresponsible, shirking responsibility.

Review №138

2018-01-06 23:20:44

Dear Apple,I tried replacing my battery for $29 today… I wasn’t able to, not today, tomorrow, or next week. I first spent 39 minutes on the phone with your help line this morning (32 of which were on hold), and unfortunately we were not able to find an open appointment at my local Apple store (or any within 50 miles of me) this MONTH. I was instructed to check if there is a walk in appointment available. I made my way down to the Stoneridge Shopping Center and immediately realized my chances were slim to none. Nevertheless, I waited in the line to speak with an employee. I found out my options were as follows:-Wait for 5-7 hours today to possibly qualify for a walk in appointment-Come in earlier tomorrow to have a better shot of qualifying for that appointment-Wait 2 weeks to schedule an appointment during work hours-And of course, I also have the option of sending my phone in to Apple to be fixed, which costs closer to $40 with shipping and takes “about 5 business days”According to my calculations, either way I break it down I pay more than $70 for this battery. Including this trip to the mall I would have to make at least 2 more, the mall is 20 minutes away from my house and costs at least $5 in gas roundtrip, that’s already another $15 assuming my time is free. Being that my time isn’t free, especially on Mondays when I’m at work, I figure I lose another $40+.A piece of information I found to be truly amazing is that if by some miracle my phone found its way into the hands of an Apple employee, then first a test has to be conducted which should take 15-20 minutes, then only if there is a battery in stock I will be granted the privilege to wait for 2-3 hours for an Apple specialist to replace my battery. Once again… only if there is a battery in stock.Fortunately, this story had a happy ending. I walked down to the phone repair booth in the mall and the 2 employees there that deal with 60+ phones daily were able to replace my battery in under 15 minutes for $45.I would imagine that if Apple really had its customers’ best interests in mind it would invest either in training for its sales people to replace the battery (a very easy task according to Youtube) or would deploy more “Apple Specialists” to various stores.You are in tight competition with British Petroleum for all time worst PR responses, from Foxconn to Cobalt mining, to the latest.Goodluck,Ado

Review №139

2017-12-27 02:25:00

Waitied over an hour for service to buy 2 Apple Watch’s. I was directed to a sales person and was told to sit tight and he’ll be with me. Hour later sitting right next to the table saw about 6 customers get service whom some made purchases and left the store. And still waiting... Know it’s busy but man this service is awful.

Review №140

2017-01-20 22:31:45

The Apple Store is the only place Ive been thats managed to make buying electronics feel awkward.I went there once because I had a gift card and wanted to buy an external hard drive for my MacBook. I knew which one I wanted, so I walked to the back of the store and picked it up. Easy.But then it came time to pay for the thing. Most stores have a checkout area at the front where they scan your stuff and tell you the total, but not Apple Stores. At an Apple Store, youve gotta find an employee who isnt busy and get them to scan it with their iPhone.Theres no good strategy for doing this; all the employees are either already helping customers or taking to their co-workers, so you can either interrupt someone or stand around awkwardly until one of them walks up to you. For a company that prides itself on being cool, it just feels... weird.Sure, Ive had alright experiences picking up online orders and getting support, but actually buying anything is painful enough that Id recommend going online or to a carrier store instead.

Review №141

2021-01-04 17:55:01

Very bad service, iphone 11 has overheating issues and all they did was reset the phone multiple times which did not solve the issue, now the limited warranty is over they want to charge me while I was covered by the limited warranty they did not fix it now they talk about out of warranty cost. The same issue has been persistent and they don’t want to own up to it, they just say it’s the company policy They sold me a defected product and want me to pay again to fix it...I had the overheating issue with my old iphone 7 as well...Don’t buy into the hype people.. Insanely expensive defective product

Review №142

2015-05-09 06:59:39

Not very impressed with this store. There was one time I brought in my iMac to the store after the hard disc was recalled. The service was free of course, but they damaged the back casing of my iMac. I complained and they agreed to fix it with no charge. So a week later I picked it up and found that the casing has been replaced, only to find that now the base has been damaged. Its not that bad, but I shouldnt have to settle for that. Its obvious the person fixing the computer didnt pay enough attention to small things like this. Disappointing.

Review №143

2019-01-13 19:35:39

I try and stay away from this spot at all costs!! Talk about having the ability to take a simple fix and turn it into an all day event. Youre better off either calling in or taking your iPhone issues to a verified apple dealer/vender.

Review №144

2023-09-05 09:31:44

Had to purchase a couple phones and always prefer to buy them direct from the store 😃

Review №145

2022-03-31 20:08:44

Went to this store to pickup a new MacBook I had ordered online. Asked for a receipt and they took 45 minutes and still didn’t even print it. I had to leave for work without the receipt.

Review №146

2014-09-24 14:54:39

Just wanted to say that I got great service at this Apple Store last night. Its iPhone 6 launch time right now and the store is a little crazy, but a couple of the trainers Rob and Myk (sp?) were working really hard to try and take care of everybody with issues at the Genius Bar. I walked in (couldnt get an appt online) and knew I might not be able to get seen, but they worked me in anyway.I had a screen repair issue that Id been told by Apple Customer Care could be repaired either in-store ($109) or by sending into Apple ($299 plus 3-5 business days). WC Apple said they dont have the machine to do the repair onsite and Id just have to call around (they didnt know which stores had one, and neither did Apples national call-line....). Apple at Stoneridge said they couldnt do the repair onsite, but offered to exchange my phone at the in-store repair price (the phone was only 3 days old, Im not sure theyd offer this to everyone). Anyway, the upshot is I felt like they really bent over backward in several ways to help me out when I just got roadblocks at other avenues.I know there have been some middling reviews in the past for this location, but if last night was any indicator, the management is working to right any past missteps. Even more impressive that they were able to do so under such stressful circumstances as a major new product launch. Kudos, guys!

Review №147

2018-04-10 23:10:51

Horrific customer service. I was standing around for 15 min waiting for help. I asked the manager how do I get help Im interested in an ipad, she looked at me like I was an idiot. Told me to go wait in the line outside the store. I had no idea I had to wait in this line otherwise I woudlnt have wasted me time. I walked in thinking I was going to buy an iPad, now I am going with a Samsung tablet.

Review №148

2016-01-02 02:33:32

This was my second experience in this store... I was helped by Maria, who was very friendly, not at all condescending, understood exactly what was needed and made it happen without problems, mistakes or confusion. She was very good at confirming my requests and communicating just what was going to happen to fulfill them. She also stuck with the issue to make sure it was resolved in a single visit, which is always much appreciated -- Bravo Maria!My first experience, about four months ago, was far from satisfactory -- I instructed my Genius Bar rep that I wanted to have a full backup of my iPad and I brought my MacBook Air to do just that, but I was only lacking a cable. I explained multiple times that I need to have the iPad backed up before we did anything. He agreed, and then took the iPad to the back room. He returned about 15 minutes later and said, There, all done. I asked what he did and he said it was now wiped and reset to factory fresh. All data gone. And of course, there was no backup.Moral of the story: have a conversation with your Genius Bar rep for a bit before you let them loose on your device. If your rep seems too busy for this, then get a different one. After all, you are an Apple customer and this is supposed to be a premium experience. All reps arent the same and contrary to some misinformed biases, the males are not necessarily more tech savvy than the females.

Review №149

2015-02-25 19:13:46

Lousy Genius Bar service. I have a broken keyboard key on my MacBook Pro, which is still under warranty. They refused to make sure that they have parts available before I go. They wanted me to tell them the part numbers first. Its THEIR product! How am I supposed to know the part numbers of their product? How do they know what part to order when I get there? They should rename it to Idiot Bar.I think Ill end up going there multiple times. Maybe they just want to generate some more spontaneous shopping in their store.

Review №150

2019-09-18 19:33:22

Charles helped my business out getting me in touch with the correct departments to get my management account and store account configured properly, saving me time and keeping me productive. Great experience thank you Charles.

Review №151

2024-03-02 13:35:31

Lots of store for the whole family ok

Review №152

2018-05-16 21:41:40

Absolutely the worst customer service from any apple store ive been to. Even with an appointment you will find yourself sitting without anybody coming to help. The staff is extremely rude and especially the store manager, is a cheap unintelligent scumbag. I came in with my brand new iphone 6 that was bent... yes BENT! it was one of the few that actually was having the infamous bending issue. He refused to understand the situation that i use a case and only had the phone for a month and claimed i caused the damage. I might be a young man, but i also am a salary based college graduate intellectual, and i can tell his judgement on my character was based off stereotyping me based off my age. I was forced to contact apple customer care and was granted a brand new phone since the lady was an angel! she recommended that i go to the san francisco location or the walnut creek location. I went to the SF location, the busiest location in the country, amazing service! i was helped immediately and got my brand new phone without question... go figure the same company but different locations will determine your experience with employees.

Review №153

2021-11-13 05:00:55

Everyone here was very nice and welcoming. A huge thank you to Ben the store manager and Eric a sales rep. Helped my mom and I and were super patient!

Review №154

2023-08-14 04:56:22

Great service . Job was performed well taken care . Greeter was professional to the point .

Review №155

2019-06-22 10:19:59

Over priced had to go back twice to get my computer fixed. The lady that I spoke with first only heard what she wanted to hear. Three starts because I took it in before my deadline. Miss my deadline because they did listen to me and my needs.

Review №156

2018-09-22 06:51:59

Like Ive always said, I think Apple makes some of the best Electronics Hardware on the planet. I dont quite admire their software set up nearly as much or I guess the overall structure of their operating system, but if you look at Apple just as far as the quality of the hardware that they produce, incredible.

Review №157

2022-02-19 03:15:48

Long wait.helpful Red Shirts, associates. When I finally had my turn at the genius bar. She was Great and very helpful.

Review №158

2022-09-26 23:13:45

I am really disappointed today, I want there to but airpords pro 2nd gen, but I got in box aipords 3rd gen and went again ask for replacement but no once can respond they told they don’t return that, I really really disappointed for the apple

Review №159

2022-01-15 17:38:20

Super fast customer service and friendly. I thought they were going to take long or not take care or me at all but the people there took care of me in no time

Review №160

2018-08-09 17:45:45

Regular apple store. Went there for repair of Mac book. Dont have parts. They need to order them. They said they will call but just sent n email. Ordinary service that take quiet a lot of time

Review №161

2019-01-16 03:51:57

So lets be honest here, Apple is selling new MacBook air 2018 with terrible webcam, which is even worse than previous generation. They stated its 720p, but in reality its 360p with a lot of smoothing that supposed to reduce noise produced by the camera. I asked them how is that possible, and they stated hat its fine, this is by design. They didnt apologize or suggested any solution, with straight face just : there is nothing to fix. So dont be upset if you by something there and it wont work properly, since they will tell you its by design.

Review №162

2022-11-17 21:18:34

Nice helpful people, but unfortunately cant help at all with your account. Would be nice to have at least a little desk in the corner with a couple staff members to help with just account problems.

Review №163

2017-07-05 00:18:29

Not very clear thinking and products. My friend was told that graphics card of his not booting Mac pro was gone. He took second opinion and found that it is power supply issue.You might go and come back to this store without someone even reaching you for helping you.Return process is not smooth, they ask for receipts whereas they could have just scanned products.Products that I tried recently showed a tremendous decay in apple standards...e.g.Mac Mini - Tested bottom one (1.4 G) -Machine hanged without any installations. I thought it was just a bad apple but same happened on display machines too.IPhone SE - This product is good for sub 300 range. 400+ is an overkilliOS is no better than Android in bugs now try converting celcius to farenhite in your weather app (it takes 2-4 mins).Camera on lock screen has controls chopped off at bottom.Switch iCloud account on iPhone is hell complicated.I noted 100s of bugs and will send to appleGet well soon apple and stop being a fashion product company.

Review №164

2023-07-03 00:18:31

Went to pick up an order. Was very quick. Good service.

Review №165

2021-12-23 23:25:05

Extremely busy at most times. No clear directions for online pick up orders. Needed to ask for directions. But great staff and service.

Review №166

2018-12-27 22:53:28

If you dont have an appointment you wait in a long line. If you have an appointment you sit on a wooden crate for 10 minutes until your name is called. Then you come back 4 hours later hoping theyve replaced your battery.

Review №167

2015-10-23 20:32:31

I visited your Apple store at Stoneridge Mall in Pleasanton, CA this morning (10/23/2015). We were greeted by one of the representatives in front of the store and aisle. After a minute, another man (who had a headset) and possibly a manager told us to move but the manner in which he did so was offensive, rude, and unprofessional. This man was talking to another person who had a phone but did not move from there - in fact stayed with him over there. My mother and I were at the store and perhaps he did not see us as customers to be treated with courtesy and care. I am very dissatisfied with this persons behavior and would ask Apple management to address his lack of tact and customer service.

Review №168

2019-01-09 16:52:09

Omg this store is so busy I took appointment prior five days for just to diagnose the iPhone 7 I think because of the few stores or few staff I don’t know but you can see service with smile I like that you’ll get a good response from staff

Review №169

2018-07-25 04:33:34

Apathetic staff for a customer with (simply) defective, in warranty AirPods. They made the experience way to long with far too many contacts into support to get any resolution.

Review №170

2018-05-15 04:41:06

Apple, just like any other company, is as good as the people that work over there. I got lucky with probably the best guy that works there - David. Empathy- is an asset that you either have it or not and David has it.

Review №171

2022-04-09 19:12:39

The store is a complete waste. You will spend hours there with no resolve and if your lucky they will send big bad Ben, the only one there to set you straight. Completely laughable. “ I’m Ben the only one here “ 😂😂😂😂😂

Review №172

2018-04-21 19:48:36

Must have an appointment to be helped. Then you wait for at least 20-30 minutes for a technician who doesnt know how to use an Apple 5. Sprint store was better.

Review №173

2018-08-31 12:00:41

So “today at Apple”,In my quest to gain more knowledge about my iPhone 7 and its compatibilities with WiFi settings I found myself in a Apple Store right in my neighborhood at the Stoneridge Mall. I must admit, I was pleasantly surprised. This was my first time visiting, full disclosure I normally see this Mall from the highway in passing. The Mall itself is very Family friendly and fashion forward with the major fashion brands. The Apple store added the perfect “fit” location to Stoneridge. The service at Apple hands down is world class, each Associate that I spoke with or overheard their conversation with other customers were knowledgeable about the product, patient with us customers and sometimes kids, and lastly I would say engaging, they made me feel welcomed and I walked away feeling validated about my choice of settings on my iPhone. I was so “stoked” I signed up for 2 more classes the next day...lol. Let me Shoutout the entire team at Stoneridge, “you guys rock “! Also, I would like to give both of my Instructors a Chris and Kyle especially when I first Ientered I was thinking, “ok there’s lots of people here do I have enough time?” To me that’s what is so fantastic about Apple. Through my own discourse and timing I learned so much about each display area while I waited to be seen, from the colorful visuals of iPhone cases, there was a class being taught with a huge floor to ceiling movie screen. I was truly Amazed and thinking what’s to come in the near future, I can hardly wait...

Review №174

2016-09-04 02:54:26

One of the worst Apple store in the bay area. Went to the store today for an Apple watch. A lady working there was not interested in talking to us or giving any information. She was rude and condescending. What happened to customer service at this place? Store manger please hire people who want to work at Apple store not that you have to fill a seat.

Review №175

2012-10-26 21:51:22

Had a genius appointment, tried to get someones attention for a good ten minutes, when finally got someone, was told that appointment was cancelled because it was five minutes past due and I should come back in 2.5 hrs when they had an opening. This place gives bad customer service a bad name.

Review №176

2018-08-22 07:12:37

My experience with IPhone battery change was horrible here. After battery change phone signal was very flakey and most of the time no signal.. even after 2-3 visits and waiting hours in line.. nothing happened. Finally I had to throw that phone away.

Review №177

2018-07-31 04:30:59

Theyve changed and I dont like it. None of their products are labeled any more, none of them. No product descriptions or anything. Not a single price on any of them either so if you want to shop around, you cant. You have to wait in line for one of their employees to become available just to get a price.

Review №178

2016-09-27 18:27:38

Somebody placed a fraudulent order in my name for a 128GB iPad Pro Gold for pickup at this store. Ive never even been to Pleasanton (Im in UT). The perp left their phone number for pickup notifications (I cant see full number on my end). But apparently the store didnt check ID or question the order. Then, they made it my issue to have local law enforcement track down the perp. Store rep, Well, I cant help ya man, but its good that you got your account recovered. Absolutely terrible.

Review №179

2023-08-21 00:48:40

I was looking for shoe stores but I ran into mens Macys first. And also I found shoe palace and Champs stores.

Review №180

2016-04-08 02:58:00

I came here to exchange my Beats head phones. They said come back in 2 hours. I did. Now I got here and my appointment was cancelled. Totally sucks. I wasted my entire afternoon. Thanks Apple.

Review №181

2019-10-08 12:51:36

Very good mall where we get all the different varieties of Apple products, very good shop, very good staff, best services provider, very good reasonably low prices for very good different products, behaviour of the staff very good friendly and polite, helping the customers and offering their best services very big parking lot facilities are very good, memorable experience for Apple products.

Review №182

2019-08-24 20:58:55

Friendly staff. Finally a place that has the appropriate amount of staff to help the amount of people that come into the store. My wait time wasnt very long at all.

Review №183

2022-09-26 19:50:16

Good service by the staff. Got helped with trade-in and purchase of iPad Air very quickly.

Review №184

2015-02-20 21:50:25

Worst customer service ever. Rigid processes, unhelpful staff. Had an appointment, by the time my turn came to check-in I was late by 10 minutes according to their systems. Had to wait 50 minutes to see someone. Rude staff

Review №185

2018-01-05 00:18:27

The service is worse than DMV, it takes 15 minutes to talk to a person, who ask you to come back 3 hours later then makes an appointment for you to come back in 15 days, all just for a battery exchange. Insanely frustrated

Review №186

2017-04-17 18:40:37

Called to ask a simple question about having my iphone screen replaced and was put on hold for over 20 minute, I hung up after getting tired of waiting and having no idea how long it would take to get someone to talk to. It is a total insult, I will stop buying apple products.

Review №187

2020-07-01 01:20:53

The attendant Justin was so courteous, friendly, and cute. The store did a great job with their social distancing protocol.

Review №188

2020-10-20 01:56:12

Low class support, spoke to someone today, hiring bar is extremely low for Apple I believe. No ownership and lack of empathy. I would recommend staying away from this location.

Review №189

2013-09-01 20:46:35

Apple Genius Ryan S. you are awesome! He was multi tasking between my son, Ian and another customer (setting up an HP laptop?!). He assisted my son Ian without missing a beat, setting up iphone and linking to laptop and iPod via iCloud. This is no easy feat as my son has high functioning autism and uses a wheelchair. Ryan was extremely patient and gave Ian some useful tips on how to help organize with shared reminders between family members (so important for kiddos who need assistance with executive functioning) and strategies on how to wrangle all that music our son has acquired for the past 6 years! Thank you! My only suggestion is to set up a small table, lower in height, so that people who use wheel chairs can dock right up to the devices. The tables are all too high and you have to sit stand on stools. Does not work for folks who use wheelchairs. Thank you for making my sons day!

Review №190

2023-04-24 04:50:12

Rude. Stand off. Acted like they were soooo important. I wish I caught his name.

Review №191

2022-09-02 19:09:37

Great atmosphere and ton of stores. Place does need food court section. Food very limited there

Review №192

2022-10-06 05:24:51

I was happy with the team. They have an awesome customer management in the store.

Review №193

2016-04-14 03:15:28

Great Apple store, a little crowded, but the staff made every one feel important. If you have any problems with any of your Apple products I suggest Paul at the genius bar, he is great!

Review №194

2023-06-11 04:08:08

Can get busy here so if you dont have an appointment it can take sometime before you are assisted.

Review №195

2022-11-01 18:14:30

Super long wait even with an appointment. Genius Bar employees are knowledgeable and helpful

Review №196

2024-05-01 02:09:02

Worst customer service

Review №197

2018-07-01 21:50:52

Easy to get to, a breeze if your picking up a product as I was. Very busy for appointment or browsing.. Looks like Apple might catch on.

Review №198

2021-02-02 04:09:13

Great place to fix your apple id issues. If you cant access your old apple id, then the next option is to create a new one.

Review №199

2020-10-11 01:01:18

Awesome service and impeccable product knowledge. All the staff had the perfect personality as well. Great place!