Poor Customer Service Experience
On September 25th, I purchased an AirPods 3. Despite infrequent usage, I noticed approximately ten days later that the left AirPods was not charging, while the right AirPods seemed to be functioning normally.
I promptly scheduled an appointment with Apple Care at their earliest available date, which was October 12th. Upon arrival at the store, I was informed that a brand-new replacement would not be provided due to the device being outside the return window (17 days versus the 14-day return window). I requested an exception, since it was only 3 days, but was denied.
Instead, the store conducted tests and diagnosed the problem as being with the charging case, not the AirPods.
Unfortunately, the store did not have the specific charging case in stock and ordered a replacement for me. I was informed that the replacement would take a few days only. However, after a ten-day period, I received NO communication from the store. I had to follow-up myself to understand the status of my case and on 10/22 finally the new case arrived at the store.
Today, October 24th, I have been attempting to pair the AirPods with the new charging case I picked up, but I am encountering a different error. It appears that the issue may be with the AirPods themselves, not the charging case, which the technical team might have overlooked.
After another hour or so of interaction with Central Support over the phone, I have scheduled another appointment for tomorrow to collect and try to pair new AirPods set.
Long story short: I’m expressing my dissatisfaction with the handling of multiple defective items I received and the complete disregard shown for my time.
I just had the worst experience at this Apple Store. I brought my phone in to get the battery repaired. They were supposed to finish it on time, but they didn't. Every time I asked about the progress, they told me it would be ready in 10 or 15 minutes. However, it took them almost 40 minutes longer than expected. This is completely unacceptable. They have no sense of time management. I'm really disappointed. I hope they can improve their service and be more respectful of their customers' time.
Terrible experience at this Apple Store. The team was completely disrespectful and dismissive - they didn’t even want to hear the issue and told me to “just deal with it.” When I asked for a manager, he wasn’t any better. Instead of listening, he tried to cover for her, gave conflicting explanations, and made zero sense. He listed four possible causes, ruled out three, and then contradicted himself about the only one left. Both employees showed zero accountability or professionalism. Totally unacceptable for Apple.
Genius Bar is useless They don’t really care to solve your problem. They also carried a very bad attitude like how dare you book an appointment and waste our time. We had to ask questions to get them to think creatively instead of them proactively help us.
To make it even harder, they have done a great job hiding their associates, and you have to really do the work to find them around the store. They don’t raise their hands to help either.
What a shame
Waited 45 minutes for a scheduled trade in, had to find another associate to help bc mine was so new that he couldn’t keep track of who he was supposed to help and took a long time to help the person before me. The other associate then told me I’d have to come back tomorrow and walked away. Then had to find another associate to schedule another pick up…
This store looks nice, but it’s probably the most frustrating Apple location I’ve dealt with. First off, parking is a nightmare. The lot is packed, and now they charge for the front rows. To make matters worse, the disabled parking spots are actually further away than the paid parking, which feels completely backwards.
The bigger issue is the service. I came in with a MacBook Pro that had been damaged in a car accident — the screen was bent, the housing dented, and it wouldn’t close properly. Even with AppleCare+ (theft and loss coverage on all my devices), the technicians flat out refused to help. Their excuse was that it was “cosmetic damage,” which made no sense because cracked screens (also cosmetic) are covered. This wasn’t the first time either — years ago with an iPhone 12, I was also denied service here, while another Apple Store (Hillsdale) had no problem helping me and even replaced the entire computer.
My impression is that the technicians here are dismissive and lazy. Instead of listening, they assume you caused damage intentionally or make excuses not to help. Compare that to other Bay Area Apple Stores where staff actually try to resolve your issue. If you value your time and want proper support, I’d recommend avoiding this store.
sent my iPad Pro for warranty repair in this store , the store send the iPad to their repair center , and item got sent back with a new screen damage( burned notch).
The store manager Marcel said it’s not apples’ fault and refuse to fix the new issue caused during the repair process, they said it’s neither under warranty nor own their mistake.
Same experience as all the negative comments. Had a genius appointment for MacBook Pro display issue. Waited 40 minutes. Laptop is 16 months old. Genius guy tried to upsell me right away. $600 repair. Called to come pickup. Drove in from home. Forced to wait 2 hours as they created other issues. Still waiting. Incompetence and poor customer service is rampant here. Came here as opposed to University Ave store as last year had a serious software issue with a 9 month old iphone. Made to wait hours. They had to replace the phone altogether. Made me pay their ridiculous deductible. Apple is a failing company.
came here today to purchase an Apple Watch for my mother. It was quite busy, maybe slightly understaffed, but we were given great service by Adam. He was helping three groups at once but really tried his best to accommodate everyone and answer everyone’s questions amongst the chaos. We left very satisfied
Beautiful store however, I was not helped during my visit. I couldn’t even tell who was an employee and who was a shopper. Would appreciate if they wore shirts with the Apple logo or something to tell them apart.
I would give it zero star if this option is available. Very indifferent store staff and no customer support. We told the customer representative that we would like to get a iPhone 16 and he told us to wait for the next available sales person. We waited for 15 minutes but no one came to help. It’s a Saturday morning and the store was not busy at all. We left after repeatedly asking for help with no one showing up. Will never come back.
I brought my mom in to get a new iPhone today and Nick was extremely patient and helpful throughout the entire process. We originally went in to get the 16e but ended up leaving with the 16 Pro. It was such a great decision! After our transaction, Sarah invited us to her camera class which was SO helpful to both my mom and I. My mom and I will now be attending classes more often. Thank you so much for the kindness and positivity!
Do not go here. I echo all the reviews saying customer service is terrible. We had to leave because after an hour of waiting and seeing everyone else get helped, we were getting none- even though we were there to purchase. We ended up going to the Apple Store in university ave and even though that location was busier they were much more efficient and made sure everyone was taken care of.
My colleague had such a terrible experience here yesterday. I'm afraid that this store has a culture of CUSTOMER ABANDONMENT, ZERO CUSTOMER SERVICE AND UNQUALIFIED EMPLOYEES. My colleague waited over an hour for his appointment.
My colleague was told to come back in 3 hours and his screen would be replaced mind you no other customers were there. He came back and the screen was in the exact same condition (CRACKED). Their unqualified "technician" looked high on some substance, tells him that he took it apart and can't replace the cracked screen. He was then told if he wanted the same model phone that he had to go get it at the Apple Store on University. So not only was my colleague cheated out of paying the small fee for a cracked screen replacement but forced to replace his entire phone paying a deductible and 3 hours gone. How messed up is that, APPLE?!
This store in particular is a disservice to Stanford Shopping Center. To avoid being robbed of your time and hopes of having your phone issues dealt with, I would recommend video recording your unpleasant experiences to capture the actions of the employees and posting it for evidence.
AVOID this place at all costs!
You will get attitude from some employees, but for the most part this store is okay. Don’t be surprised if you find yourself standing in the pickup area with not a single employee coming to help you, or at the minimum to ask you if someone is taking care of you. Nope. Some of them are busy doing nothing.
When you see this message “Our retail stores are open and look forward to welcoming you”, they do their best, but they don’t always deliver on this promise. And I don’t want to hear “we are understaffed”. Apple is literally the richest company in the world.
WARNING. I acquired the Apple iPhone 16 Pro along with Apple Care, and the salesperson assured me that I would receive a brand-new replacement if my phone suffered any damage. Unfortunately, my phone was damaged just a few days after the purchase. I returned it, and they ordered a replacement, promising to notify me when it arrived. After a month without any updates, I visited the store to inquire about my phone. I was told they attempted to reach me by phone and claimed I hung up, as well as tried to email me. However, we searched through my emails and found none from them. Because I didn't respond, they sent the phone back and informed me I would only receive a repair instead of a new device. This contradicts what I was told when I purchased the Apple Care insurance. The store manager, Marcel, was unable to assist me and explained that since I wasn't present when Apple was issuing replacements instead of repairs, I would have to settle for a repair. This feels like a deceptive tactic used to sell the insurance. They failed to contact me, yet it was blamed on me for not being in the store during the replacement period. If you miss a call, you should definitely try to call back. It’s unreasonable to think I would hang up on an Apple employee when waiting for my replacement. They misled me during the purchasing process and have not kept their promise. I recommend finding another store if you have one nearby. I will be filing a complaint with the BBB.
I went to the Stanford Apple Store to purchase a new iPhone 16. I have to admit that although I knew my old phone was on the verge of dying, I had procrastinated because I am 62 and felt intimidated. I walked in and found a friendly, welcoming staff. I was introduced to Tyson, who is an absolute genius. He skillfully assisted me and patiently dealt with my old iPhone dying during the process of our session (). He was a delight throughout the session. Thank you, Tyson! You’re the best..
Apple's service has gone down significantly. I had my display not working for no reason - no crack, no water exposure on my Iphone 15 Pro for just a year. Haven paid the Apple care I expect my experience to be smooth, I remember in old days I could just grab a new device and go. Obviously nowadays you have to have an appointment and still wait for 20 mins, and have to pick up with an ID that I was not notified to bring, means I have to go back and forth for it despite I have all the passwords and photo IDs. oh, also, after I went back home for ID, when I picked up my phone nobody ever asked for it. What a joke.
TL;DR , for repairs that are required completely due to Apple quality issue, expect spending a whole day of hassle fixing it, voila!
I took my elderly mother with me to pick up her exciting new Airpod Pro 2 which are going to have a new clinical grade hearing aid function for the first time. My mother's increasingly worse hearing problems have greatly decreased her quality of life and well being so I'm so excited and thankful that Apple has added this life changing feature. I hope it works when the firmware gets rolled out soon!
I am here to thank Apple and encourage them to continue creating these solutions that help improve quality of life for so many, but I'm also here to equally say how wonderful the Apple employee named Kaho was to me and my mother. Kaho was helping us pair the new Airpods but as I suspected they would cause problems, my mother's old ipad and old iphone were not making that simple. Not only did Kaho and Jeff solve our pairing issues but they made the experience truly wonderful. Kaho turned out to be Japanese like me and my mother and switched to Japanese for my mom who does not understand English very well and Kaho instinctively talked loud enough as well for my mother to hear her and talking to Kaho made my mother smile. Most people ignore people who can't hear and will talk to the one who can, but Kaho went out of her way to engage in conversation with my mother. Kaho was truly a Godsend to us! Jeff was also incredible and while Kaho had to help others, he filled in seamlessly and they successfully got the new Airpods connected for us while also being very pleasant. Now we just can't wait for the new hearing aid firmware to be released in a few days hopefully!
Made a genius bar appointment to get a cracked screen replaced. Arrived on time but was told to wait. Waited 30 min for the genius, which is a ridiculous waste of our time. There were many others who were in the same situation. If you can’t honor your reservation time, why bother having reservations times at all? If you know your geniuses are behind schedule maybe it would be helpful to send a text message to let your customers know, so they don’t have to sit there and wait cluelessly. I tried to get one of the specialists to provide just an estimated wait time, but no he couldn’t, and on top of that he asked me what I would like him to do at this point … not so genius after all huh.
Seriously Apple, you could maybe just be more mindful of your customers… a text message or ETA’s not really that hard with all the Apple Intelligence going around right :)
Walls are made of glass and products are very well maintained. When I came, there was a very long line. The store was very good and displays were excellent.
iPhone 15 Day One: The line was not very long, took about five minutes to get inside the Apple store. After a 10 minute consult with a product expert, checking all the options and trade offs, made a decision and got the phone I wanted. Entire transaction took less than 20 minutes from start to finish inside the store. A very satisfactory customer experience.
I usually buy my Apple products online on my corporate account as I've had a lot of bad experiences in physical stores. Apple employees are usually more arrogant and unhelpful compared to Microsoft and Best Buys. I had an especially terrible experience at the Burlingame location.
However, I usually have pretty good experiences here. Ephesia was very patient and helpful in trading in an old iphone for a new XR. She did a great job putting on the protective screen for 2 phones. The check in at the front was also expedient.
I've been an Apple customer for over 15 years, I've always been well attended.
But my latest shopping and custumer service experiences at the store have not been treated with due respect.
On 11/18/19 I went to the store to buy an apple watch, I found this employee 1 (picture) in the display and asked for help because I wanted to make the purchase, he did not give me attention, looked at me with the utmost disrespect, and asked me to go to another attendant. The employee 2 was busy I waited for 5 minutes and had no opportunity to start the purchase.
I went back to the employee 1 (pictured) begging for help, he refused again and called a employee 3 who was very kind and helped me make my purchase.
Although I made the purchase, the seller's feeling of disrespect and decriminalization (photo) ended my day.
I wonder if my clothes make a difference in the service I get at the Apple store?
Does my skin color make a difference in the service I get at the Apple store?
Does my latin american accent make a difference in the service i get at the apple store?
I feel disrespected.
Had some trouble with sticky keys. Made an appointment online with genius bar. There was a wait time of a week. I was on dot and was in out of the store in 10 minutes. Tech guy just told me that blowing compressed air around the keys should be enough. Now observing other people I could see that if you are late by 10 mins, you might be denied an appointment. Techies were super efficient. Location on maps was incorrect and I put in an edit to update it.
Oct 25, 2019
Nearest Junkyards to Apple Stanford Shopping Center
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