Apple Store

Horrible customer service even after speaking to the manager; they don’t care to truly resolve your issues and want to send you away so they can work on the next customer. You are much better off going to the Burlingame location

Wasn’t there for long but staff was very helpful and energetic, particularly Nick, place was also nice and clean. Lots of staff to help out too.

This place is ridiculous. They’re system of using the iPad to help customers is inefficient. I was passed off by three people who looked me up for a pick up on a computer repair and told to wait a few minutes. 10 minutes later waiting. Not sure why one of them can’t go get me the computer if they have enough time to stand around passing me on to three different people. First 2 people who passed me on just stood in front waiting for I don’t know what, maybe to pass another few people on.
Products are ok. I think they changed their repair policy or it’s just inconsistent. I had a MacBook Pro with water damage. I brought it in a few years ago when it was 1 year old and they told me that I needed to replace all components for repair for $ 900. I said no way. 2 years later they agreed to fix for $ 280. Wish they told me I could’ve repaired 2 years ago for $ 280. Maybe they decided to do cheaper repairs since everybody just takes repairs elsewhere.

Erica Andrada, Leo M & Bryston Weaver were amazing with helping me & blown away with their knowledge of Apple products
I’ve been looking for a 27″ iMac 5K for the longest time. I’m the type that likes to do a lot of hw & research the heck out of it before buying. I don’t mind spending more if it’s worth it to me, i want to buy once & do it right, not regret it & buy again
I love the cultural in what the Apple Store has in place, the layout is clean & timeless, there’s wifi & you can try everything. Apple wants you to play around and get a feel of their devices. There’s MANY other places that don’t have wifi linked up, so I can’t try before I buy
Bryston Weaver is a riot! He is so freaking knowledgeable about the Apple product. Well, he is a Tech or Genius. I was joking around & cracking jokes. He talked to me like a friend the whole time. He made me fell confident as a consumer. I’ll be ready to purchase a cpu real soon!

Came to town over Christmas weekend to meet up with some family and friends. I dropped my iPhone in the bay. i know crazy right! Anyway the notorious winds of the bay area aka Karl the Fog made my apple piece of art slip out of my hands. But not to fear I was served graciously at the Apple store at the Stonestown mall. My first reaction was WOW! theres a lot of people but then one helpful; Honda, I mean Apple specialist, (David Choy??? I think? Correct me if I’m wrong) was kind enough to help me get setup with a new iPhone 6s. David was very knowledgeable and knew what he was talking about. I felt very welcomed at this store and really appreciate all the hard working people at the Apple store. With the service he displayed and his expert knowledge you would think Steve jobs is still alive (I’m looking at you Tim Cook). Anyways thank you soooooooo much David You’ll aways be the guy to go to. (P.S. he has these AWESOME glasses, you’ll won’t miss it!!! ¹⁰⁄₁₀ would recommend. Hey Apple! Promote this guy!!!

My iPhone 6 had multiple problems. The home button wasn’t working, selfie camera wasn’t working, wifi and Bluetooth would always disconnect, and it would also start texting and opening apps by itself. I thought my phone was done for :(
I walked into this Apple Store and was helped out by Ryan. He was very informative, and he seemed to know exactly what he was doing. He pretty much knew what was wrong with my phone, and reassured me that it was repairable. Sure enough, after an hour and a half, my phone was like brand new! Thanks again, Ryan!
For awhile, my husband and I have been debating whether to get the MacBook Pro or the Microsoft Surface. After receiving such great customer service from this Apple Store, we’ve decided on the MacBook Pro :)

Came in to find an iPhone 6 Plus case, but didn’t see any that look good. The store was nice, well kept and the staff was more than helpful with seeing if the smart case was for the plus out yet? As it turns out I will have to wait for it. In sort the store was nice with a helpful staff.

Imagine all you could get done instead of waiting here. Waited more than half an hour for someone to help me buy one simple item. No transparent order of service.

Unethical sales practices! Shame on you Tim Cook!
Went in today to upgrade to an 6s Plus. Went thru the usual doorperson greeter and was assigned to someone to review plans. She required us to provide Social Security Number, Driver’s License and to choose a phone before she would even quote any pricing. Sales person told me that phone companies no longer offered subsidized phones and the phones were sold at the full retail price. ($ 850!) or pay with a monthly installment plan. The plan that apple offered included apple care protection. WE crunched the numbers and after paying every installment for 2 years we would need to pay out $ 950!!! Something just didn’t feel right so I thank the salesperson and left to go home to check AT&T’s site. And bam! there on there site the price $ 399 for 2 yr agreement.
Dear Samsung, Apple’s next big thing is selling used cars so you don’t have to worry. ;)

I went in here to have my computer re-​diagnosed and to send it in for repair. I had an appointment at 2:30, came in at 2:20, and stood in line for the technicians. When they came around to ask if anyone already had a reservation, I said I did. They asked my name, checked me in, and sat me down in the back saying that someone would be with me in a moment. After sitting for 20 minutes and watching people that came in after me without a reservation get helped, I went up to one of the many employees to check when I would be able to be helped. They told me they were a few reservations behind and that they would be with me shortly. After sitting for about 15 more minutes, watching more people be helped, the disorganization of this store overwhelmed me to the point where I had to leave without being helped.
Maybe it was just today, but I doubt I’ll come to this Apple Store for any future needs.

This store has made a complete turn-​around from my experience 6 years ago (yes, it’s taken me that long to recover from the bad experience).
The crowd greeting is organized, and we were told what to expect in terms of a wait (it was a short five minutes). When our specialist, Adam Brown, came up to us he was friendly, low key, and extremely knowledgeable. He knew both the technical details of the iPhones we were considering, AND he knew, understood, and could explain the complicated purchasing options available.
He was an excellent salesperson. He talked us through figuring out what we wanted and then how to get it from the overtaxed iPhone 6S queue.
He spent a relative lot of time us us. His care and knowledge insured Apple Inc. that we’ll buy from them.

Came into to this Apple Store on Saturday 10/​10/​2015 to fix the screen of my iPhone 5s
I went near the back of the store where I found someone standing, not trying to help anyone. She seemed irritated that I came up to here to ask here a question about their services. She tells me a few details about the repair without getting into any specifics so she says «Mike right over there can help you» the employee got Mike’s attention and asked if he could help fix my iPhone and he looks right at both of us and he shakes his head no. Then the female employee I was with with says «Thank you!» so I left very confused. Not only does this store have no service they have horrendous service. Was there a reason Mike didn’t help?

*Chris almost cost this store a star, but management shined*
Came in to fix a phone and the Person signing us in for Apple genius responded to our urgent request by mumbling under his breath.
In the past, I have not had a positive experience when escalating to management. I have found retail management to be unprofessional and having little interest improving business ethics or professionalism in the work place.
I gave it a shot and told the manager what was on my mind. Complained regarding the Apple Genius technician and his response was unexpected.
We got 5-​star service and I got regular updates as the progress. As a past Apple corporate in program management… thumbs up :)
HIGHLY recommend.

THE APPLE STORE SAVED MY LIFE.
Ok long story short. I was in Vegas for the weekend and gave my iphone6 to my boyfriend to hold because club dresses don’t have pockets. Someone pulled him into the pool. Him + my phone that was in his pocket… And my phone automatically shut off and wouldn’t turn on for the next two days. When it finally turned on, all the buttons work except the touch screen (you can literally see all the water damage in the screen). I made an appointment at the Genius Bar knowing that they probably can’t do anything about it (warranty doesn’t cover water damage) but I thought I should give it a shot anyways.
My appointment was at 11:20am but I wasn’t actually helped until 11:42am. I was getting very impatient because I had a Giants game at 1pm. The Genius Bar expert, Chris, must have felt my fumes radiating off my body because he quickly introduced himself and apologized for the wait. He was still helping the person before me, but politely asked for his permission to assist me. I was taken back by his great customer service! He took my water damaged phone to the back and checked it out and then he came back with more good news:
He can replace the phone for $ 299, way cheaper than getting a new phone at retail price ($ 549). It’s still a lot of money, but I was prepared to pay almost double, so THANK YOU CHRIS! I’m not sure if this replacement applies to every water damaged phone, but it doesn’t hurt to get it checked out by the Genius Bar. Good Luck!
PS: When is the water proof iPhone coming out? Haha

Why is it that every time I come here I receive horrible service??? I’ve spent thousands of dollars at Apple throughout the years and you treat me like shit.
One time, I asked you for help with my iPhone and you accuse me of destroying it then told me to go to a kiosk to fix it. Aren’t you supposed to help me fix your own product?! Another Apple Store helped me with this issue.
Another time I was looking to buy the new 13″ MacBook and you tell me to find someone to give me a 30 min tutorial as you guys were closing in 5 min. What the hell. Needless to say, I did not buy the laptop.
I come back two days later only to not be helped by anyone as I stood in the store for 15 minutes. I obviously left.
Today, I came in to ask for quick advice on my current laptop and INSTANTLY cut off in the middle of my sentence, turned away, and was told to call the help number. Are you fucking kidding me? The store was half empty. This is the worst Apple establishment I’ve ever been to. I only come here because it’s closest Apple Store to me.
I am fed up with the shitty customer service I receive here. I get better service at McDonald’s. Either train your staff better or lower their pay to match the service they deliver.

I came here because my iPhone 5 was experiencing both mechanical and technical difficulties. My power on/​off button on the top of the phone was unresponsive unless I used extreme force on it. The phone itself also would not sync to my PC and other devices. Troubleshooting/​uninstalling iTunes did not offer any solution.
I waited over an hour and a half for a technician to assist me. This was very surprising because the mall had only opened thirty minutes prior. Once my name was called, I told the man what was going on. He informed me that he could send my phone in to be fixed because it was under warranty. I told him that would be acceptable. He then proceeded to get some data from my phone transferred onto his laptop. He was unable to sync it, and told me that I would be getting a new phone! I could not have been happier because my phone was so scratched up (because of my stupid, cheap Belkin phone case).
He brought out the new phone and told me to transfer all my back-​up files onto the new one. I did so, without any troubles and/​or hiccups. Apple Store at Stonestown, you the real MVP.

IPHONE 6 BUSINESS
After starring at the iPhone6 for over five minutes, not one available employee asked if I needed assistance. I had to wave an employee down. This is unusual customer service when the ratio is 4:2 (employees:customers).
Upgrading plan was quick. I was out of the store in 15 minutes. They were quick to go through the process.
Until the next review…

GENIUS BAR REVIEW:
Hellishly negative experience with the Stonestown San Francisco Manager/​Sr. Advisor: Ian & Genius Bar Tech: Kristin who lacked communication and offered no resolution during my first of many trips to the Apple Store.
My appointment began at 1250pm and by 240pm we were still there — now with a nonfunctioning replacement phone that I just paid $ 164 to replace. After 2 grueling hours at the Un-​Genius Bar, I was sent home with an expensive brick.
It took an additional 3 days, 4 trips, 3 replacement phones, and 7 hours between two stores, each time being sent home with a nonfunctioning phone. Come to find out, per Apple Engineering, my carrier’s network refused to recognize the MEID due to a mismatched serial # manually entered (rather than being scanned) by Kristin during the initial setup process which now could only be remedied by Engineering’s second level support. SERIOUSLY?
Stonestown Apple Store’s Genius Bar is the antithesis to consumer expectations of Apple. Utterly dissatisfied and appalled by their lack of regard for my time.

Apple is the starbucks of tech.
What the hell does this guy mean?
Well Francine they have it down to a science… pretty much you can expect the same experience from every apple store (and I have been to a boat load of em).
One of my kids had an issue with their macbook and the fan. Service is typically fast and efficient. Especially for a mobbed store.
Help is pretty stellar and they know their stuff. They ran some tests took it in the back opened it up and fixed it.
Just like getting a mocha java latte vanilla swirled cinnamon machiatto half and half caramel surpreme dark roasted caffeine free espresso with whip cream on ice.
Apple your Awesome!

My IPhone 5 was one of those that fell into the category of «may suddenly experience shorter battery life or need to be charged more frequently.» So, I was able to get my battery changed for free. Which was great because there were several times that my phone would die out even if I had anywhere from 10−15% battery life left.
I made my appointment for a Friday afternoon and there were tons of people in the store. (I think there’s always a crowd in here, right?) I had read the reviews here on Unilocal,so when I arrived, I made sure to go up to an employee in a blue shirt and ask how/​where/​who I should check in with for the Genius Bar. (And now I know why they call it that! The «bar» is a long table with stools! Clever!) haha.
There were about 4 people in front of me and it seemed like they didn’t have an appointment. I overheard the employee telling them that they’d have to wait and see if someone would be able to see them.
My wait time to be seen was less than 5 minutes. The employee made me change a couple of settings on my phone and once he checked my phone in and gave me my paperwork, I was on my way out of the store. All of this in less than 15 minutes and sadly without a phone for 1.5 hours! Hahah!
I came back after an 1.5, got my phone and everything was complete.
Overall, a good experience. I hope I never have to come back for any phone, iPad or macbookpro issues! ;-)