Apple Store

I am writing this while waiting for an Apple genius to come help me. Had an appointment at 1:30pm and it is already 2:10 and no one is available. What’s the point of an appointment if there is still an indefinite amount of waiting? Kept asking the guy with the iPad and all he can give me is ‘I don’t know how long.’. It’s like we have nothing else to do but get our Apple products fixed… What a complete waste of time. I’m not sure what the other Apple stores are like, but this one is ridiculous.

If your 15 minutes late for your appointment it takes an hour to get another appointment. Valley Fair is better

I am writing a review as I sit here in Apple store. I came here to add apple care for my phone and check why one of iPod don’t power on. While it’s a walkin and I was asked to wait, after my turn came up they asked me to stay put a one of their desks telling me someone would show up shortly. It’s been around 40 minutes since then and I am not helped yet. Bare in mind that this was not to wait for my turn but it was wait after my turn came up.
I just checked with one of their «Genius bar staff» and they told me that while my turn is up, o e of their reps have now gone to check another person who turned up late for his appointment. This is totally unacceptable.
While I have been happy with the products and their ability to help me with questions it has never been a pleasant experience while getting an appointment until service starts.

Arrived at the Apple Store at 1:35pm for a 1:20pm appointment
Finding a parking place in Palo Alto can be challenging
When I got to the store a technician named Cruz informed me they only hold appointments for 10 minutes. Really I said
This guy didn’t seem happy at his Job Just wanted him run a diagnostic on my IPad I had just drove across the bay for this appointment
You’d think I was asking this guy for his wallet. Seemed so unlike my past Apple Store visits. So I asked for his manager. He told me I’m the manager??? He informed me I’d have to make another appointment a walk in for 3:00pm. Nothing else I could do this guy wasn’t budging
He took down my cell number for the 3:00 pm appointment. I asked him if he would send me an email
He said I just sent you one. Looked on my iPhone no message.
He asked for my cell number again and he copied the last four numbers wrong. I gave him the cell again and went to lunch waiting for his emails
Never received any emails? Came back to the store. And the new Tech said we sent you 3 emails. Here we go again? Showed him my iPhone messages none from Apple. Sure enough Cruz never corrected his mistake with my cell Number
Bottom Line. Don’t think I’ll be going back the Apple Store on University Ave in Palo Alto
Bob S. Fremont

I am not happy with the service here. I was sold a macbook with a problem, now I have to wait 4 hours to get it fixed. i arrived in the store at 1pm and i haven’t been helped yet and its 4pm. This sucks i have wasted my day for something Apple computers are responsible for.

Ugh. Apple stores can always be 1 or 5 stars depending on how they’re feeling to give you a new phone or not.
ANYWAYS, I had a ton of photos on my phone that were not downloading to my PC laptop via iCloud, iTunes, regular driver download, and it was obviously taking up space in my phone and I wanted to backup all those photos. Simple syncing thing but it just wasn’t working so I made an appointment for 7:20 on a Tuesday.
I come in around 7:15 and am seated. 7:35… I’m a little confused now. I’m starving after a workout and I am a human being who does not have unlimited time to spend at the Apple store hence why I made an appointment. Tik tok. no one… more time. no one so I go ask the lady coordinating and she says «soon». It is now 8pm and someone comes over and he says «did you try plugging in your phone» NOO YOU MOFO I’M AN IDIOT WHO WASTED TIME TO COME STRAIGHT HERE like FOH (stands for f outta here)!
He’s like randomly clicking around on my laptop, doing stuff that doesn’t even make sense. And says I need to go to the Windows store cause it’s a laptop problem. No sir, it is not. I explained to him that the photos are on my iphone, the issue is with iTunes or iCloud, and their products are meant to be compatible with all computers sooooo. He says he’s gonna call over a PC user… he goes over and starts helping someone on their phone without talking to any employee about me!
I’m frreall GLARING at his a$$ while other geniuses are chilleennn, laughing. Like HELLLO?! How the f is this a billion dollar run company? SMH. I go complain and say EXCUSE ME WERENT YOU GONNA GET ME SOMEONE ELSE FOR ME. Someone comes… it’s now been over an hour since my appointment. This guy does some nonsense things again I know won’t work. Finally he figures out some setting on my iCloud that wasn’t syncing everything. (noting… it was an Apple thing not a PC issue at all).
Moreover, the mofos were just happily scrolling through my photos unnecessarily like GTfO stop looking at my selfies.
BYE Univ ave store.

I really don’t know what’s wrong with the people working in this Apple Store. I asked a simple question: «so the pre-​order date of _​_​_​_​_​is not known yet?» In other situations, I get a «that’s right, we don’t know yet» or something like that. The guy working in the store gave me a «I don’t know» with a cold tone instead. This store is blocks away from the street where Steve Jobs used to live. If Steve Jobs’ «Think Different» is to be cold and mean and harsh to another human being, I think Steve Jobs will cry. I don’t know where this snobbish attitude come from.

Awesome customer service at the Genius Bar. Apple is tops. Tyler Couch is awesome. We were close to our warranty and he took care of us. In Apple style

Friendly staff but there’s definitely a lack of staff here. The wait time to speak to an Apple genius is 1hr 40 mins. The lady that took our information down rudely told us to have a seat «over there». I’m sure she was having a stressful shift. Anyway, don’t come to this store at any time of the day.

Terrible store. I came in to browse accessories on the shelf for five minutes. They asked me if I’ve been helped four times! And when you answer they explain you where to find them in case you have question and asking for confirmation. Each dialog takes about a minute. After four identical dialogs in a row I just wanted to go away ASAP. Feels like a farmers market in third word country.

I had an event presenting my project, Underwater Healer About Face — Help cancer survivors rediscover their beauty through underwater portrait photography.
The event manager, Jeffrey was so supportive and other store workers were super nice. A 2 time cancer survivor from Gilroy, Eden gave a beautiful speech about her life and underwater transformative experience. Please check out her beautiful transformation.

Wait a minute. Am I at Post Office?
No appointment no service I get but when you have 10 of these blue shirts roaming around and one was seating at the counter taking a nap, one spent at least 5 minutes explaining to me why next available appointment is 6 days later, you know there is something wrong. What about show your customer a little curiosity? Maybe try to have a quick look, it might be a quick fix. And I did some search online the problem (lost sound on all apps including phone calls) happens to many phones, so maybe prepare some tips and fliers for people to take away, educate your consumers to try to fix the issue themselves to help you «short staffed» store. Or maybe, while you are waiting for your next appointment, tell me that you can have a quick look, but you only have 5 minutes before your next appointment, I’d totally understand and appreciate. But instead, you throw you out on the street. No mercy, don’t care, and it’s not bad service, there is no service.
Next appointment is 6 days away!!! Hey Mr. Steve Jobs, if you are still live, and your work phone which is only 2 months old (never being dropped, never been wet or in water or any impropriate conditions) isn’t working, can you wait till 6 days later to have someone looking at it? On top of that, you have to take half day off to visit the store?
I am sure this problem will get fix when someone’s a&&*(#$ get kicked. It’s just matter of time. When you start to ignore your customers, and provide no service to them, you know you are in trouble.
Update on 9÷14÷15: So I make an appointment and went back and waited for another 20 minutes before anyone helping me. During my appointment, other customers are so desperate and they kept bugging the guy who was working on my phone and of course it took way too long to fix (more than 2 hours I was in the store). Anyway, I got my refurbished replacement and I was happy. Now 2 weeks later, the refurbished phone won’t turn on. I took it to the store (Los Gatos this time but I kept my updates here for consistency) and they couldn’t turn it on either. This time I was told «We don’t have any in stock». Seriously?! How can you not have any in stock? If you don’t have a refurbished phone in stock, should you replacement my phone with a new one? So it has been 3 days and I don’t have a phone. I am still waiting for them to email me once they have in stock and they couldn’t provide a ETA at all.

For phenomenal customer service for this first time Genius Bar visitor.
My iPhone 5’s battery started crapping out a few months ago, and when it went from 79% charge to 18% charge in the 30 minutes I spent standing in line at Sushirrito, I decided I’d had it. So Sushirrito (and boba from T4) in hand, I meandered my way over to the Apple store (which was being picketed by construction workers armed with a giant grim reaper statue. Interesting…), and was told I could be seen by someone at the Genius Bar in 20 minutes.
First tip: never walk in without an appointment unless you show up before noon. An hour after I had casually strolled in, the place exploded and there were no more appointments left for the day. So I guess I got lucky.
Jose was great: he ran a quick diagnostic, and confirmed that indeed, my battery was a piece of alskdfjal;ksdjf. Even better though, he found out it was part of a faulty batch and therefore my replacement was free, whee! He said it would take 45 minutes to fix, so I strolled back out, ate my Sushirrito and boba, and strolled back in about an hour later, where they promptly handed me my iPhone.
Except there were now vertical lines across the screen. And my touchscreen wouldn’t work. Eep.
I flagged Jose down again, who immediately took my phone and returned with his co-​worker Shane in tow, who offered a brand new replacement phone on the spot (of another iPhone 5, no upgrades unfortunately =P). Apparently some wiring for my screen had likely been knocked loose during the battery replacement, so rather than struggle through and try to trouble shoot it, they just gave me a new phone free of charge. Shane also patiently walked me through re-​setting up my phone (and there were definitely a few snafus along the way).
The whole ordeal took about 2 hours, but I couldn’t be happier with how professionally everything was handled. Thanks to Jose and Shane and the other staff members who helped me out today!

This 5 star review is specifically for Serina at the apple store.
Getting my phone screen fixed was a two day ordeal and by day two I was less than impressed by the service. I arrived on day one and even with an appt. waited 30 minutes. Day two was fine– not awe inspiring but acceptable until I was on my way out the door and realized I needed a case.
I stopped Serina to ask for help. She was super willing to help. She helped me find the most durable case (this phone has been dropped a lot of times) and a screen protector. Now, this may seem silly but screen protectors and the bubbles that come with putting them on, are the bane of my existence. Serina put the screen protector on like a boss WHILE maintaining a (quite funny) conversation– impressive.
Not impressed by the store overall but will come back just because Serina saved my overall experience with her charm, willingness to help, and sense of humor. Thanks!

My appointment was 12:40 and I arrived at 12:41. I’ve been waiting 13 minutes now and when I asked when I was going to be attended to, the guy said I was late and his 2 technicians have 2 customers and then they’ll attend to me. One minute late because of parking and now I have to wait… now 15 minutes and still counting! And to think, the lady who took my call last week said I have to have an appointment because otherwise they can’t guarantee I will be attended to immediately! One more thing… the guy I talked to was rude! You don’t…you never tell a customer it’s their fault!!!
I’ve never had such a bad experience in an Apple Store!!! Never expected to have one but I guess even Apple is not perfect :(
…waiting 18 minutes now and still counting!!!
…waiting 22 minutes now and still counting!!!

I experienced a phishing attack while using Safari and they requested me to call 855−462−1908, to have it resolved. They introduced themselves as Apple Tech Support and made a remote connection to my Mac.
They asked me personal information when I realized my Mac is hacked.
I switched off my Mac and went to Apple in Palo Alto around 5:30pm PST without an appointment. They were considerate and understanding. Erik and Vincent helped me Re-​Image MacBook and informed me that they have heard this issue from others too. Vincent was well-​versed with information.
Apple staff did not hesitate to help me beyond 6:00pm PST (closing time). My MacBook works like it is new one:) Thank you, Apple Store!

I never thought I’d give an Apple Store 5 stars but, when Apple blows me away, I am truly wowed.
After years of expertly dropping almost every iPhone made — and beginning to believe I was invincible — my luck dried up, and I was the proud (well, not really) owner of an iPhone with spider cracks top-​to-​bottom. I swear it doubled as a face exfoliator during phone calls.
I did all my homework and reached out to the best-​of-​the-​best for iPhone screen repairs in the South Bay, and I got offers of $ 170 and up. In my searching, I stumbled upon an Apple site which says they fix it for $ 109, given there is only screen damage and nothing else.
Wait…what? Apple? Apple does something for almost 50% of the LOWEST third-​party offer?
I was shocked and skeptical, half-​expecting the Genius folks to shatter my dreams and tell me it’ll be $ 350 and take a week, resulting in me walking right back out like a sad puppy with my Clarisonic iPhone. But, no! $ 109 it was. I signed on the iPad’s dotted line, was told to wait 45 minutes, and almost to the minute another Genius brought me my phone with a solid, crystal clear piece of glass on top. Wow!
Friendly employees from the first person who greeted me at the door to all three folks I dealt with at the Genius Bar and even those who approached me while I waited around. Apple Stores I have been to always had snooty/​uppity and oftentimes rude employees, so this was incredibly refreshing.
I got SUPER lucky with parking, so I can’t complain there. (This may have been a 4-​star review otherwise. My luck with docking the spaceship set a very positive tone.) I would factor in a solid 10 minutes for spot-​hunting and walking. This is a very busy area. If you get lucky like I did, be grateful!

This is the first Apple store where Steve Jobs started his dream. I was able to come here for a tour of the facilities and get a presentation in the back executive board room in the back. It was fun to learn about the history of Apple and the strategic direction that the company is taking. It was also enjoyable to learn about the company culture and how it affects being an employee of Apple.
The salespeople on the floor are absolutely friendly and knowledgeable. The store is clean and well organized.

Parking can be a hassle since there aren’t any nearby garages, but at least street/​lot parking is free! (for 2 hours)
Went in today to buy a Unlocked Sim-​Free iPhone 6 for a friend in China.
Upon arriving, was greeted and had to wait in line for someone to help me, JUST TO PAY FOR A PHONE. Some people in this world know what they want and just want to pay and get on with their lives, but unfortunately most people aren’t like me. I saw a lot of older people asking questions about their Apple products.
Giving this place a 4 star due to having to wait to buy a phone when I needed no other assistance.

Love the friendly and knowledgable staff here. With it being such a huge store, they have more products out, so even if crowded, you can still find a gadget to check out.
Wish they had more Kate Spade cases!