Love this apple store just the store! Ive been going to this apple store since it opened..Theres a big or huge difference between the costumer service before than now 2021. Over the years employees just walking around or chatting ignoring customers that was wondering around looking for an employee willing to help them find what their looking for. And they pass by customers doing nothing just ignoring them. I asked a guy if somebody could help me out but ignored me and then didnt try to look for someone to help me out. Like I am invisible! This young employees were not fully oriented with their job a big difference than what it was years ago. Years ago you get in the stores 2 employees will greet you and ask if they can help you. Years ago while browsing around all employees stop and ask if you needed something . Now, employees bring their attitude and dont care attitude and no customer service just waiting to get paid! Oh the security outside was fabulous doing a great job than anyone else working at the store. Employees used their time getting paid for chatting with their colleagues. We just left the store been there quite a long time not getting any help with buying a laptop! These employees ignore you that made me think maybe its not their job to assist me but I see them just walking around?

I love the location of this store & the great service given to me by Steven, Skylar, & Michelle. Only reason I gave it a three star is that many of the managers there dont share the same enthusiasm as their own workers. I notice that they brush you aside & just want you out of the store. Had this experience while trying to talk to the manager like a human-being, only to feel like my own well-being was being jeopardized by being treated not as a customer, but rather as an obstacle.

I always have a good experience here at this Apple store but its always so busy. The new location in the mall looks good and they have real trees inside!

Very Disappointed. The store was crowded, and I had to wait about an hour for my Genius Bar appointment. When it came to my turn, David refused to repair my iPhone screen under Apple Care+ coverage in 3 minutes, and wanted to charge me for $329 instead. Its really a tough lesson that Apple Care+ does not worth my money here! Will never go to this store again!

Appointment at 3pm. Came here at 3 and checked in by 3.05. Waiting till 3.30 and still no one shows up.

Geo one of the pros here hooked me up. I initially had an appointment with Best Buy to look at my iPad, but they refused to help. Despite the fact that I didnt have an appointment Geo worked with me to find a solution. Definitely coming back.

It moved since I last was here, it has a indoor and outdoor entrance with is cool

If you buy apple products for the customer service, don’t, at least not from this store. There was a problem with one of my apple products. To respect their time, I scheduled an appointment. But look like the respect was one way. I checked in promptly at my appointment time but I didn’t meet with anyone till 45 minutes later. If you cannot serve this many people, you should not give them appointments. If there is a problem of people not showing up that day, as they claim, just cancel my appointment beforehand so I don’t waste my time in your store. This is not a great service for a product that is overpriced, allegedly because of customer service.

A great bearded viking fellow helped us initially, and he was both knowledgeable and efficient. Got us set up with a sales specialist named Kenneth I think? He was also really good. Under extremely difficult circumstances, he was able to get a data migration completed to the new phone.Overall, excellent experience. :)

Terrible Terrible experience! I would give a 0 if I could. Nobody bothers to take care of you! I waited for for more than 1 hour after checking with several staffs and still didnt get any help and end up just leaving!

Great service, helpful staff, considering host policy under COVID. Extreme interior design. Good stock inventory.

I dont like to elaborate but if you make an appointment with this location, dont expect to be seen nor helped at your allotted time. They used my phone to call customer care instead of theirs, they dont social distance, they dont greet customers, all in all there are other apple locations that are far better than this location. Its absurd to have many patrons come in and ask me if I worked their because they couldnt tell exactly who works for Apple with their attire. Ive noticed that other patrons were being asked as well while these patrons walk into the store. Also, if the Apple worker says they will find someone to help you, dont get your hopes up. If they tell you to sit at a particular area, dont expect for people to come and help you despite them saying they confirmed your location in the store.

Great place in the South Sf bay area for all sorts of shops. Great choice of food, and shopping. All brands starting from fast fashion to luxury brands including Gucci, Louis Vuitton, etc. also has a cinema complex called showplace which is a good one. There is a best buy opposite to this mall.

We have trouble to pair Apple Watch and iPhone . We decided to stop by valley fair to solve the problem. We have to wait for 45 min to get an appointment. Even he cannot help us but i can see the sincerety is there.If you have trouble to login your apple account..Dont keep tring then it will locked then it will take at least 2 weeks to unlock it.

Really disappointed. I was buying apple product for the first time and disappointed in the first go. I was supposed to get my product delivered today and was really excited about it, they didnt even attempt to contact me and returned without delivery, though I was in the house itself. And they even refunded only for the iPad. And not ready to cancel the pencil. Really disappointed in the product and services. Dont order of you want your peace of mind and dont get cheated by them.

Before I went to this store, I chatted with online customer support to fix my damaged phone with Apple Care. They mentioned that there is an option for express replacement and helped book an appointment for this store.When we arrived, a staff helped us after some wait. She said there is no replacement option and that we were misinformed by the online support. She insisted that we’re required to wipe the phone and drop it off for the repair. We were surprised and decided to leave at the moment.We then contacted customer service again and they offered me the express mail in replacement option and got a phone sent to me right away.The staff didn’t show a helpful attitude when she was assisting us and was somewhat impatient. We don’t know her name but it was a pretty bad experience.I’m a huge apple fan and we own almost all types of apple products. We’ve been very happy with the customer service before this. I hope she is an outlier and apple can do better staff training.

It’s been 30min since my Genius appointment time but no one has come to help me. What’s the point of making an appointment?

The store manager, David, single-handedly ruined the years of stellar customer service Apple has provided in the time Ive owned their products. I came in to have my iPad Pro (the newest product) looked at. When my device was escalated, he told me I had unrealistic expectations (my expectations were that the device should hold more than a 5 hour charge), my iPad should only hold a 6 hour charge (specs say 10 hrs), and told me the store didnt even carry my device because it was so old. He had no idea what device I brought in and was ignorant to the fact it was brand new. His 6 hr life expectancy came from a Google search from business insider. Poor management breeds poor customer service and David has accomplished both. Do not come to this location.

Russ was extremely helpful! He went above and beyond to help me with my iPhone and was patient with me I appreciate all of his hard work and dedication, thank you so much Russ! Best customer service I’ve ever had if I could give more than 5 stars I would!

AVOID THIS PLACE AT ANY COST.Incompetent, disrespectful and rude management and overworked undertrained and utterly unqualified staff. I have been to this store 5 times in the past 3 months. Each time technical specialists did not 100% know what they were doing. They can destroy your data! Came in to replace the cracked screen. Genna looked at the phone and ran diagnostics. Diagnostic did not pass and Genna recommended to replace the phone. There was no phone to replace with in stock. Genna said the phone would be in a few days in stock. 2 days later store got the phone and told me to come in for a swap. Came over for a swap and Melissa started swap process. Melissa did not know 100% what she was doing and I asked if she could get someone experienced because I did not want to lose my backup. Melissa left me alone saying that someone would be helping me out soon. I got message on my phone saying shopping session was scheduled. Billy came by asking what I was shopping for. I said i was not shopping. Billy started asking questions on what I was doing at the store. I explained everything we went through with Melissa. For some reason my phone number wouldn’t activate on new phone. Billy called ATT and ATT was asking to verify message which I couldn’t receive because old and new phone were not active then. I asked another associate for help and he managed to activate new phone without contacting ATT. I started restoring from backup and phone got deactivated again. It was 2 hours since I came over for a quick swap. I asked Billy if he could call the other guy who activated the phone. Billy came back with Michael Richey, arrogant, ignorant, blatant and overly calm personality with condescending look on his face. After explaining to Michael Richey the whole story he concluded that I had to go and resolve my problem with ATT. I disagreed saying that Apple did mistake while swapping the phone and that the other Apple associate activated phone without ATT. Additionally, I never have to call ATT to activate my phone. It happens automatically after Apple specialist moves SIM card from old phone to new one. Michael Richey did not want to listen and kept saying if I want to solve problem I had to go to ATT. I asked Michael Richey for someone who knows what they are doing. Michael Richey left. The next person stepped by was Connor. Connor was pretty intimidating and passive aggressive towards me asking to go and resolve the problem with ATT. I asked Connor for his manager. Connor said that he is the lead of the store and that I would be waiting for manager for a long time. I just left because at that point there was no one to talk to. Very frustrating and disappointed in Apple corruption. Looks like employees did not get trained.Will be going to other stores but will definitely avoid this one.

This shop was much more spacious compared to its old incarnation. Great place to learn and buy Apple product and accessories.

I had to wait more than 1 hr for my Genius Bar appointment, not sure what was the issue. However once they attended me, it was very quick, so atleast that was good.

Large spacious location with friendly staff. If you need to have your computer or phone looked at earlier than the actual appt, then you can try to get a walk in appt. They will text you before you head back over.

Horrible customer service. Called ahead, drove in from two towns over and I did Not could Not get a new MacBook. Didnt even have it in stock. And the staff were rude. Store needs better communication and some employee training on basic customer service skills.

They have good stock but always over crowded. So please make telephonic appointment before you reach there.

Very nice store open layout and full of people. One of the best Apple stores Ive been to

Don’t respect appointment times. Arrived at the correct time only to be seen an hour later.

Screen down on phone and it was replaced in 20 min! Awesome right?

Its a big store, however even though youve your appointment, be prepare to wait.

My appointment was at noon, but no body came to see me after six minutes went by. I noticed so many staffs just standing around with their iPads. After trying to do upgrading the software myself,I made the second appointment in store and I got this guy who was just saying a lot of this word “ May be”. He was just a confusing kid. I was laughing. Is this really a genius bar at Apple store? I really wasted my time.

Great place to buy apple products.

Pretty amazing Apple Store. Went in for a technical issue with my iPhone. However they kept me waiting 20 minutes even tough I had an appointment reservation.

Pick a different store to make your appointments. Genius bar appointments are meaningless here. It took 10 minutes to be checked in and then another 40 minutes for a technician to become available.The staff do not have any process at all for checking people in and will help whoever gets to them first. Customers just gather around the front of the store confused until they learn to go hunt down a staff member that is already helping someone else.The actual technician was nice, but I will have to see how long the repair takes. Supposedly it will take 3 to 5 days for the part to come and then an unknown number days until the actual repair is done. I have a feeling I wont be seeing my laptop for at least two weeks.

Made an appointment, I was still told to just get in line with everybody else they finally saw me 45 minutes after my appointment time. The technician was very good and very helpful. I was told to come back and pick up my phone in 30 minutes. Came back to pick up my phone, was told to go to the other entrance on the opposite side of the store. and then had to wait 20 minutes. Next time i will go to geek squad at best buy!

Super efficient service for my MacBook Pro. They replaced the screen and battery in one day where the SLA was 3-5 days. The new location is just stunning.

This store makes me feel shame about Apple as a brand, consistently delayed my appointment, after I checked in and waited for 15 mins, they told me in need to way for another 30-45 mins, I ask them if they can send a message to me so I can come back, they said no, you just wait here as you were checked in . Lol, I guess they just so messed up and have bad attitude

Looks like this location closed. But they just moved elsewhere in the same mall. Please post a sign

DO NOT GO TO THIS ONE, genius bar is terrible even with appointment there is 40+ min wait. They dont know what theyre doing here, the genius bar seems to have a lot of newbies. A few of them are bad at their job and have poor attitude. The store was very crowded and noisy.

Fast service. Not too friendly.

Positive experience and very helpful staff who communicate very clear and understandable

The staff have high egos and are over proud of themselves. They don’t treat customers like customers.

Please do not drive your giant SUV to the mall. There are zero parking spaces that accommodate long trucks and wide SUV style vehicles. When you have to use a shoe horn to park, those around you have to get in from the passenger side and crawl into the drivers cockpit.Its rude and only counts as a mistake the first time.

I dropped in to ask a few questions regards to my apple product and was greeted and was very helpful in answering my questions. I will come back again.

DO NOT GO TO THIS ONE, genius bar is terrible even with appointment there is 30-40 min wait. They dont know what theyre doing here, I left my powerbeats for repair & when I got them back the cushion was missing and no one is taking responsibility to send those to me. Really annoying, go to the one on University Ave., they know their stuff.

This review is coming from a long time Android phone user and is really only interested in Apples iPad-iPad Pro line for illustration/digital art purposes.First of all through the glitz and glam of the beautiful store design there is something else more magical going on here...the staff.I am beyond impressed by the way I never felt that I as being pushed aside based on importance.The first employee I want to recognize is Gustavo. He answered all my questions about my iPad Pro problem straight to the point, no beating around the bush and is very sincere. I could really sense his authenticity when speaking with me.Second is the Apple technician Melissa. She helped me in the transfer of information and activation of my iPad pro and during the whole process was very friendly, warm and transparent on our entire conversation. She didnt treat me as another customer in the line and really gave me and my wife full focus specially when we had questions. As with Gustavo, authenticity is what I observed keenly with their customer service.The one thing I hate is when employees start pushing products in your face and is doing the car salesman talk.Apple is doing something the opposite of that and their staff has won a long time customer for sure. I am now even more motivated to purchase from apple just from the customer service experience I received.5 Stars, no doubt about it ⭐⭐⭐⭐⭐

Long wait but good service once a genius bar associate was available.

Lots of great shops at this fancy Mall. Very Nice Apple Store.

Made an appointment for iphone repair and waited over 30mins without any updates. Decided to stop using iphone anymore after this terrible customer service experience

Store is very clean, employees are amazing very attentive and welcoming. Was able to get in and out in a reasonable time because of the employees help!!!

I got my Airpods repaired because I couldnt hear anything on one side, but after the repair, Im having the same problem. I think they dont check if the product is well repaired or not.Edit: I called them and a worker just told me to make another repair appointment

Had great service, everyone was masked up, and had a good display of all apple products...a solid showroom

I was disappointed by my visit at this store today. I have observed that customer care is not Apples priority. Here I really appreciate Amazon where you feel that the agent is trying to help you and solve your problem. At Apple, they are more concerned about saving money and pay less attention to customer satisfaction. I bought an Iphone Screen protector online and used a promo code which reduced $4. The tech at Store was not able to put it cleanly on the phone and suggested me that I exchange it with the one that can be installed by the machine at the store. Now there was issue that how to accommodate $4 coupon and he asked manager who said that it is better not to try to adjust the price. I was ok to pay this extra amount but it shows how much Apple cares for the customers. I would still stick with Apple products because of their quality but I suggest Apple to learn customer care from Amazon.

Came here at 3pm on a regular Monday. It is supercrowded and noisy. It’s a far cry from the atmosphere in Apple Visitor Center or other Apple stores such as the one in Los Gatos. Staff is very helpful as usual but I would choose another Apple Store next time

Worst experience I ever had at a apple store. The line to go in were a mess. The security guard seemed ready to attack me when I told him I had a reservation. A supervisor of some sort named christian wasn’t very helpful. My iPhone had an issue and he just explained to me that it will keep having issues. I pay good money for the insurance I expect these small issue to be resolved even if I have to pay.

Very attentive & good service.

Appointments are not honored here. I came early for a 12:50 on appt. Upon my arrival at 12:15 pm I was told to come back. I come back about 12:30 pm. I was told to come back again at 12:40 pm. I came back 12:45. Only to be told to wait online. 8 people ahead of me. I’m still in line and it’s 1:03 pm. Apple should honor appointments especially for working moms, who only have a limited time. Not cool .It’s 1:10. Still in line. 6 people ahead of me. So yeah. 12:50 appt ?? Really?

They only do appointments. Arrived on time or early, you will still have to wait. Some stand around doing nothing, but won’t assist.

I had a wee in one of their bushes but the security guard shot me in the knee caps, I wasnt a happy customer

My new M1 mac screen broke without doing anything at all, as is happening to many other users and after waiting 40 minutes sitting the response of the staff is to accuse you that you have broken it and that there is no problem with the computer

Waited inside the store for 17ish minutes for someone to come and talk to us even though we had an appointment. Never expected apple has these level of standards. Pls dont blame Covid. Other stores are managing way better. Apologies not accepted.

Avoid coming to this store during COVID-19. You have to make a line to make a line and the first check point is terrible organized. To make a return it takes around 45min.

Terrible service, half the employees are not doing anything and making you wait too long to attend to you. They just moved me from one table to another and asked me to wait.

I got good experience, friendly staff.

Most generous and friendly store, at least in South Bay. With their new location, it is much better than before.

Had an appointment at Genius Bar at 4 PM, waited for an hour, then left without getting a repair

Had an appointment. Waited for 40 mins and the appointments line didnt move because they kept letting people in the other line in. I dont know what their plan is but this is the worst customer service Ive experienced. Thankfully I stopped buying Apple devices a long time ago and once the current device dies I wont look back.

Went there with my brother for a problem with the screen clicking and the employee told us that was “normal” he didn’t seem like the brightest so we left to the OakRidge and the employee there was much more helpful even got other employees to look at the phone. Get some better people at this store that wanna actually help not just push us out

Picked up a MacBook recently(ordered online). Was in and out in minutes. Only 1 person can go in. You have to stay in line if you don’t have an appointment. Not too crowded so not bad.

The management in this store is a mess. The genius bar has a lot of newbies. A few of them are bad at their job and have poor attitude. Also Apple should improve its customer service.The wifi and bluetooth couldnt be turned on all of a sudden only after 2 months I bought my brand new iphone 12. I went to this store for repair. They said it was the antenna issue. They indeed fixed the wifi by replacing all the hardware, however, they forgot to give back the SIM card. I didnt notice that because my iphone was reset to factory settings after the repair. I only found out the SIM card was missed after I got home and restored my iphone. I couldnt use the cellular, couldnt make phone calls and was unable to login some accounts since they were registered with my phone number thus required some SMS text verification. The next day I borrowed my friends phone and made a phone call hoping to get my SIM card back. They didnt even spend time trying to find the SIM card, they just told me the SIM card is gone, the only option is to make another appointment and come to the store again to reactivate a new SIM card. Their attitude was poor and their doings were perfunctory. Why should I waste more of my time because of the poor product quality (antenna broke after only used for 2 months) and the mistakes made by some guys in genius bar (lost my SIM card)? Id rather go to a much nearer Verizon store to get a SIM card replacement. I have been a loyal Apple user for several years and the genius bar I knew was better off than this. Disappointed at Apple, and lost confidence in Apples product.

Best shopping mall at South Bay Area

Excellent place to buy any tech stuff you need. Do not order online and have shipped to you. You will receive empty package at your door. Go in the store to buy.

Regular Apple store 😊 and there are so many good brands near to Apple store

I don’t understand what is the reason of scheduling an appointment when you have to wait for 2 hours after you check in for a employee to show up.

Soooo big.

Is very intellectually stimulating and technical!

Very good service

I didnt buy anything I was going there for help but friendly very helpful staff

Apple really does things right. A normal, average experience thats flawless the new mall is pretty nice too.

The sign says, Walk ins Welcome but the security guy(not Police) says you need an appointment. Not helpful at all. Better make an appointment if you want a charger or a cover for that $1200 phone you paid for. Bad job Apple.

Wow. Beautiful store

Come take a look at how they manage the line and how aggressive the line manager is. I dont know what action movie he came from but its ridiculous and he should be working with people.

Had a repair appointment, arrived 13 min late, checked in, out on wait for 40 min without any clue what’s going on.

If u are here for express pickup(Friday). Prepare for wait more than a hour.super low or no efficiency for pickup in this store. Very disappointed.

I saw their products online. I want to order for my personal Real Estate business. Hand sanitizer are really smells good. I will order for holiday Seán gifted to my clients.

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Dont make appointment will waste your time. This store very bad idea to make appointment. I went there at 2pm make appointment they said waiting 3 & 1/2 hrs that’s mean 5:30pm so I went back 5 pm i asked to make sure and they told me that my appointment changed to 6:15pm. Dont go this store people very bad service . People working out there talking the way not nice when asked question.

Staff is very helpful. Store has classic Apple ambiance with bright lights, large crowds, and music. Organized pretty well and easy to navigate. I’ve never had any trouble finding products or assistance from employees.

Really bad customer service. I waited 25 minutes to be told they could not perform a simple data transfer, even though I specifically asked about that when I entered the store. The store is basically useless, since you need to do all at home.

Good service

Its an Apple store. The employees are hip. Lots of bearded guys working there with circular shaped glasses. Everyone is nice and friendly.

Parking for this location is very far from actual store.

Service speed is way too slow. Waited for 30 minutes to get serviced. Apparently they are understaff now.

I had a bad experience at this apple the wait time (even if you have an appointment) is over 20 minutes, and the staff that I interacted with here made us feel unwelcome and uncomfortable.

I wanted very much for new modeling. The new expanded areas is very spacious.

Great customer service

A waste of time. Waited for almost 2 hours and told me that they have no idea. Really unprofessional.

Store pickup is super slow

For being inside a mall, theh have done a good job in helping their client. In the makl is closed, you can be serviced in the Nordstrom parking lot. When open inside, you can wait in line just to the left and they will make sure you get in and take care of you. Its easy to see it, looks for all those people who got the wear this color tshirt today memo.

Very hard to find. The location has changed but maps haven’t been updated.

This specific Apple store service was the worse I have experienced as a customer. One of the agents spoke very rude and when I asked for different agent to help out, the manager totally dis- regarded the issue I have with my new Apple 11 pro. It heats up very bad and I was told that unless it burns the skin or tests levels of temp that can cause burn, they will not do anything with the phone. I am currently unable to use and unable to return the phone .. I would advise anyone buying iPhone 11pro to be careful on evaluating the product