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.

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.

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.

Its a standard Apple store, I usually find it easier to order online and pickup from there.

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.

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.

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.

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

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.

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.

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.

Nice and great service. Welcoming team.

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.

Great experience. Worked with Cameron. Easy to talk to and helped me pick out the right phone!

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

Too much wait time even if you have appointment… just show off

Not helping with my iPhone 12 Pro battery issues and they seem don’t know how to explain things either.

Apple won’t reconsider a return of purchase during covid time. Bought an item that wasn’t used but opened. Unable to return due to Covid sickness that left my mother in hospital for 2 months and 3 months at rehabilitation. Katelyn Manager wasn’t helpful at all. I know policy is policy but c’mon have a heart!!

Nice and friendly staff

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!

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.

Apple store everyone knows .Need no introduction .

.. i DIDNT PERSONALLY GO THERE TO RESOLVE ANY APPLE° PRODUCT ISSUES; it WAS My FIANCES PHONE PROBLEMS. RESPECTFULLY, FONZIE asr ALFONSO S. RODRIGUEZ JR

Good customer service

Love itSuper nice and clean good and friendly service

Lots of great places 👍to shop

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.

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!!

Good Apple store with everything you need. It has turned into more of a pick up store during Kovid.

Your iPhones are overpriced ripoff keep them

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!!

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.

Excellent Service 👍Sarah and Justin were awesome in supporting and helping me.Thanks

ESPECIALLY BEAUTIFUL MALL...well maintenance...

Plenty of help short wait time very clean

Stuck up losers Ill never go there again

You cannot just come, browse, and buy. Have to wait in a line and can be said that there is no appointments for today.

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

Customer service is good

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!

Not what i expected low quality setvice and phones too expensive and too many issues

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

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

Lot of empty spaces. No Starbucks. No Coming Soon.. ?

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!

Always a line to get in the store! Plan for at least 30 min. wait.

Fantastic and amazing customer service thank so much, you guys are the best ever 🌟🌟🌟🌟🌟

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)

Helpful and efficient staff.

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.

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

Came to the Apple store and a wonderful employee made me feel as comfortable as can be; since I have a tremendous amount of social anxiety, it was nice to get out of my head and get what I needed from the store as well. I wish I could remember his name but shout-out to the sweet guy with the reddish beard. 😘

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!

Unbelievable. Yes in the pandemic I was quick in and out within six minutes and got two new iPhone Pro iPhone12

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.

Always so busy and unorganized.

Great customer service.

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

There was an hour waiting time to get in

Team at this Apple store are doing very good job with executing curb side pick up during this pandemic. Kudos to all the hardwork!

Everything when great 👍

Great staff

Oh well spending/wasting thats ur call

The customer service is worse in this apple store they give you an appointment still make you wait more then 30 minutes when you ask a long more they give you an attitude it is not great store to go apple needs to work on their customer service and timing of appointment

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!

Very nice store, service is fast and organized

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

Classic Apple store. Like it

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.

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.

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!

Customer service on the phone says one thing, you get to the store, wait an hour and apple store employee says customer service is wrong!

What used to be Apple store looks like railroad station now

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.

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.

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.

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.

Love Apple, this location customer service sucks. I’ve called the store several times and simply get hung up on.

Clean! Perfect management!

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.

Fast and friendly service

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

I go here often esp off late needed to go quite a few times ... I sometimes meet the nicest customer service people and most of the times they are nice. Then there just the 2-3 who just dont know how to smile or be nice to you. Also Most are knowledgeable but some are not properly trained to answer questions right. Thats when i ask for some other senior person and then i get the right answers :) But they all try their best so i cant complain.

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.

Cool place for stuff and things you want but may not need. Prices are good but I guess they could be lower, or for that matter they could be higher. Staff was friendly or it couldve been me being friendly in turn making them friendly. Also very helpful, But I dont think my questions were very difficult so it could have been easy for them to seem helpful. They may not be helpful at all. I left more confused than when I went in, and now have to carry another bag full of stuff I wanted and totally dont need. On to the next store, or maybe I should go home. Im actually kinda hungry so Ill do a review of the place I go to from here. If I went home than Im wont do the review.Have a good Day! Well only if you see this and its daytime, if its in the night then. Have a Great Night! Geez, just thought of it. If its morning time then. Good Morning!

They were not doing good costumer service. The employee was very disrespectful and was very abnoctios. I was not happy with this store 😕

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.

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

Good for Purchases. Very Bad Customer Service. Most Importantly their service timelines are awful and take customers for granted !

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.

Super busy but very friendly and helpful

Amazing staff and great store to get hands on all Apple products

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

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 :)

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.

Incompetent staff

I stole an xs and some airpods. Oop

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!

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.

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.