Why would they let me make an appointment and have zero capacity for seeing me. Been waiting for more than 35 minutes now. There’s something messed up about this store
I've never had such a terrible experience. They took my money but couldn't give me the phone. There's something wrong with the staff at this location! They took the money and still haven't given me a refund!
Occasionally I get surveys from Apple after I purchase a product or need a service but I did not get one after my visit to this store this past Thursday. But I did want to recognize such exceptional customer service from Lexie. We showed up about 20 minutes to closing, thinking it was enough time to do a phone trade-in and e-waste four old laptops. I should know, being in healthcare, that it’s not cool to drop in a few minutes before closing expecting a service.
But—- Lexie to the rescue! She greeted us with a smile and let us know that we might not be able to get helped that day. Which was fine, it was our fault for coming in so late and it’s not like we can’t come back. I went across the street to use the restroom and when I came back, she was helping us erase the laptops! We got our laptops erased and she took them to e-waste and we did the phone trade-in. It was well past closing, with lights dimmed and almost everyone out the store but Lexie was kind and cheerful til we said goodbye. Thank you, Lexie, for your excellent service!!!
I had a very disappointing service experience at this location. I came in with a clear concern about the volume up button feeling mushy and inconsistent for my new iphone, and I was requesting a proper inspection. However, the technician immediately dismissed the issue, stating that he personally felt nothing was wrong and therefore said no checks were necessary. Even after a manager was called over, the response was that they were too busy and can only offer a wipe to clean it. I did not come in expecting an immediate repair, but I did expect basic professionalism, proper diagnostics, and respectful communication, especially for a hardware concern still under warranty.
One of the coustomer they work in Apple is a Apple feature not a carrier feature come in because there imassage not working properly they go to tmoible they can text turn cellular on and off is not train in any carrier store I did not try I just let your Apple employees know we are network as a Apple product buyer how do you not know your own product your features on the phone while carrier is network do better Apple
Great experience knowledgeable apple employee. I’m glad I came here I went to Hillsdale location and was given bad information regarding changing my iwatch battery. Thanks!
Terrible customer service. They cancel your appointment because you take 20 minutes to reply, but they can make you wait 2 hours without a problem and then cancel appointments for the next day.
I have Apple Care+ with loss and theft, went in telling them the battery isn’t working like it should and that the phone was heating up, and George, who was assigned to me was completely inept. No sympathy, no reasoning, not helpful, not trying to find solutions, and then he did something which we thought wiped out all my esims, he was happy to tell me that I’m leaving worse off than when I came in. I give 2 stars and not one, because when he finally caved in bringing a manager after I repeatedly asked, she was nicer and apologized that the Apple system is a broken system.
So as it stands, they change the phone if I lose it, but won’t change it when it’s not functioning properly. Very strange setup.
I was also told by another person there to go buy apple products from Costco because it would be cheaper…
They're trying to convince me that a charging issue has something to do with my iCloud. The genius bar just trying to find any excuse to make you go away and come back at a later time when it's not their problem. Every single time I come to the Burlingame location it's the most lackluster by far
make sure you have enough time even when you have an appointment because they will not attend you what ever schedule you have requested you have to wait extra 25 mins atlst. And be ready to offer an upgrade they will really do a diagnostic to sell something
At Apple Burlingame I didn’t receive any assistance because I don’t speak English. I felt ignored and disappointed. I hope they can offer more support for customers who don’t speak the langua
Hoa was awesome. He helped my daughter with selecting her first iPhone. He was quick, efficient and knowledgeable about everything we needed to know about the newest apple products.
The staff here is cordial, but don't actually know how to fix Apple products. I went in with a simple problem: my phone would restart every few minutes, and was often overheating. The "genius" bar worker that helped me insisted on running a diagnostic, which couldn't even complete because my phone kept restarting. He then said we would need to restore the phone to factory settings - fine. Ran the diagnostic again and it said no issues. Went home, set up my phone and the restarting problem started again. So, went back to this same store the next day, and got a different "genius" bar worker. This person had the similar problem of seemingly never having seen a broken phone before. Said restoration to factory settings would solve it. Or, I could call Apple Care and have a replacement sent overnight. Well, overnight replacement doesn't even exist so I was given false information and I still have a broken phone. Absolute waste of time.
I was being helped by a really wonderful manager who regretfully had to leave for lunch. However, I had an issue with retrieving some information on my phone, so I called and asked if I could speak with the gentleman who was helping me and he could either walk me through it or maybe someone else could help . The guy spoke on the phone was really nice and said that someone would call me back the next day. Two weeks later no phone call.
Baran welcomed me into the store and answered my questions on the iPhone 16 models clearly and helped me make a decision on which phone to buy. I really appreciated his attitude and gumption.
**Disappointing Customer Service Experience** I’ve been a loyal Apple customer for years, but my recent experience was incredibly frustrating. I had an issue with my iPhone 16 and visited the Apple store several times, only to receive vague assumptions about the problem rather than a serious resolution. The staff displayed unhelpful attitudes, and there was a clear lack of customer care or accountability. Instead of addressing the damages promptly, they insisted on “further investigation,” delaying any real assistance. Sadly, the level of customer satisfaction I encountered was zero. This is not the high standard I expected from Apple, and I hope they take steps to improve their service.
10/10 attitude, 0/10 service. I came here with damage in my iPhone due to a fault in their repair process. Instead of taking accountability and fixing their mess, Dana and Steven gaslighted me with their made-up Apple repair warranty policy.
Tyrone was extremely cordial and helpful today. He provided me with valuable insights on the products I was interested in and the deals / offers from Apple. Wonderful experience!
Commenting more on the customer service of the store. Their ticketing system for people needing help does not work well. We had to ask multiple times for help and waited double the time for help.
We saw them help multiple customers that came in after us before us. Eventually we got someone to help us and they told us they didn’t know the answer to our question but we should wait for someone else and confirmed he would grab the other person for me. We waited for a long time patiently even seeing the man become free. Even if we wanted to buy the product (which we did), we would not have been able to because nobody was offering help even though there were many workers free. Why did we not ask someone to help again? When we had asked a question previously one of the employees spoke rudely to my mother telling her to be patient. Overall this Apple Store experience was not a good one. We are minorities and we are questioning if they are racist.
First, I want to say that almost all of the apple employees were great... except for the guy who "checked me in" and gave me an "appointment." He told me to come back in an hour. When I returned, I had no appointment, and no one was ready to help me. Then, the (actually 1st) thing that occurred was with an apple consultant on the phone. She was completely incompetent. She wrote zero notes about what we spent nearly an hour "fixing," which was a simple password change... she had me wipe the computer, and when that didn't work, I could feel her freaking out by her tone, and THEN she told me to go to the Apple store. I'm not exactly sure what she did, but my laptop no longer works at all Every time that I've called Apple care, they've all been wonderful and helped me fix whatever the problem was. Unfortunately, I got a person who had no idea what she was doing. My only advice is never wipe your computer unless a technical person at an Apple store tells you to do so...
I’d a nice experience at this Apple Store. Dylan was a delight to work with, and get my questions answered from, as I went about picking up the new iPhone14. It was too bad that they’d the other new iPhone models on back orders.
The other store executives were quite helpful as well, as I had to do the trade-in of my old iPhone at the store. They helped me in transferring stuff from my old iPhone and setting up the new one. What I liked a lot was that there was always an executive to help me at my disposal. It took some time for setting up the new iPhone, but it wasn’t their fault. Please note that you can do the trade-in of your iPhone at the store as well, you don’t necessarily have to use the mail-in option.
It’s a decent sized store, and they sell all the Apple products.
There’s street parking nearby, and this store is located in the heart of Burlingame, so it’s hard to miss.
Nice place for buying iPhone, staff are good. But they will ask you a trick question as a trap: do you want to buy a new style iPhone adapter for USBc? Today, I bought an IPhone 13 with a trade in my iPhone X. And I was asked by this question several times. During the whole process, I think the new iPhone cable was different from previous one and I have to buy the adapter for the cable. But when I came home, I found I can use my old iPhone cable to charge my new iPhone. As I trade in my old iPhone, the staff absolutely knew I have old cable with old adapter, and they still encouraged me to buy new adapter. It turns out a waster of money and I just feel to be trapped by them. Maybe they are trained to do this?
Good store. Had nice interaction with the staff. Had been there for watch battery replacement. Expect to get back by mid next week. That is too long for the job.
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