Came in a week and half ago with my MacBook Pro needing repairs. They ran all the diagnostics and said they could repair it but it would cost almost as much as a new MacBook Air. They offered a trade in, a student discount, and said I could have 2 weeks at home to transfer all the data over before I reset the computer and give it to Apple. All of that was fine and good, but the issue I have was when I went back today, they told me the computer was not eligible for a trade in. If my old computer isn’t worth anything, it isn’t worth anything. My complaint is that they told me it was worth something the first time I came in and sold me on a new computer telling me I could come back and trade in my old one, and then turn around and tell me it isn’t worth anything. They didn’t own up this time to what they said and it left me feeling like I got played.
The manger is worst he don't know anything i paid $1200 online for a store pickup and my pickup was not ready on my time frame which is given by apple and the store manger give response as online order and palo alto store is different what do you mean the store is not operated by apple? Are you not an employee for apple? After paying $1200 i have to contact apple support over phone even thought being at apple store, wow that was amazing, apple store cannot help for their products instead you need to contact apple support over phone as the manger mention store and apple.com doesn't have any connections. Wow wow please speak with your store manger apple.
This is by far the best Apple service center I’ve been to. Convenient location in downtown Palo Alto an 8-minute walk from Caltrain Station. The wait time for appointments is much shorter than at other centers. I arrived 30min early, and they helped me right away without making me wait.
A special thank you to the employee who handled my case. I don’t remember his name, but I truly appreciate how understanding and supportive he was. The service here is fast, efficient, and professional. From now on, this will definitely be my go-to Apple service center.
Store employees are pretty discriminatory with their treatment. I walked in and stood in the queue. When I went to the table the staff at the table didn't even acknowledge my existence. Then a white guy came after me and the staff just started asking them about their day and helping them order the new phone. Even when I came before and we both were general walk in on the same table waiting.
This Apple Store is beautiful inside, and normally the staff are friendly and helpful. But my most recent visit left a really bad impression. I came in with a brand-new iPhone 17 Pro that I had received early due to a delivery mix-up, and instead of helping me, one of the employees accused me of stealing a demo phone from the display. He even said “is this a demo phone, did you steal this?” which was not only embarrassing but completely unnecessary.
I understand launch days are hectic and not every phone has the security attachments right away, but I expected a lot more professionalism and respect. Accusing a paying customer of theft without reason is not acceptable. I hope the store provides better training for staff on how to handle unusual situations without disrespecting customers.
Although I only went into the store to charge my phone, the staff were so friendly I HAD to leave a review. Shoutout to Justice and Michael! You guys were lovely I wanna be friends w ya'll! <3 Definitely pull up to Justice's workshops.
I never make these types of comments when a person serves me correctly, unfortunately today I had a bad experience with one of the ladies at Apple, she served me terribly, her name is Daniela as if she were working for free there, as if they didn't pay her, the first attention to a client in a big company like Apple is to always be kind to the client, always if you can't be kind, that job is not for you. I went for a phone case and a screen protector, they weren't going to give it to me for free. I paid for it so they should deal with the person themselves. Regarding everyone, whether Latin American or from any other part of the world, thank God another lady helped me, very kind and very attentive in everything, Apple needs more people like her If I'm giving two stars it's because I received good service from her colleague, because if she had been the one to serve me, I wouldn't have given even one star.
I went in with my wife looking to purchase a new MacBook and tablet. After looking around at what they have, an employee asks if we need anything. I tell the employee I want to purchase a MacBook and tablet. She tells me she has to check and see if someone else needs help first and walks away. Several minutes later, she comes back and tell us someone else is ahead of us and we will be helped soon and walks off. I have never been told that I have to wait to make a purchase in an Apple store. Needless to say, I left. Thanks Apple for helping me save several thousand dollars on my wife's back to school tech. This also helps reaffirm my decision to me an Android/PC user.
It is a beautiful store with a unique ambience, having a feel of nature.
The sales associate was very helpful and the Iphone trade-in took less than 5 minutes.
I want to thank Jamori for going above and beyond to creatively solve an issue that otherwise would have been a big inconvenience. Thank you so much! I really appreciate you!
I’ve been having bad experiences with the genius bar service at this Apple Store. Every staff member seems too busy to listen to my issues carefully and they just rush to get you out of the store. I was hoping to get my cracked iPhone replaced via AppleCare+, but the guy just quickly told me, very impatiently, that they could only do repairs. I would have to call AppleCare+ to get it replaced. I had to interrupt him from rambling on and pressed for the right number to call. I would really appreciate some patience and self-offered help with finding the right number rather than being so dismissive.
Oh, and the last time I was there, I asked for a look at my AirPods in addition to my phone. This other guy just left me at the Genius Bar saying I ‘might have to come back in 2 hours’. I didn’t know what he mean until after half an hour waiting with no one approaching me. I realized later that he had canceled my appointment and made another one in 2 hours. Neither of my issues were resolved. Please avoid this place if you don’t want to spend a whole afternoon trying to get your devices fixed.
One of the OG Apple stores ever.
The store itself is beautiful with full glass facade and ceiling yet you don’t feel full “outdoors” while you are shopping.
There usually a line very long when there is a new iPhone out as the Apple executives routinely show up here to drum up the excitement.
It is impossible to call and talk to a real person at this store. Did not notify me when making a Genius Bar appointment that they were out of batteries. Did not update me about battery replacement after asking me to pay upfront. Did not pick up the phone. After a long hold, talked to a generic specialist, rather than someone at the store. They could not transfer me to the store.
I visited the showroom with my uncle and tried to enquire about a new model but nobody attended to us, each of the salesperson kept pointing fingers at someone else, it was visible they didn't like Indians.After a wait of 15-20 mins with no one helping we had to leave. My first encounter of racism in the U.S.A, felt very bad coming to this store
This is one of my favorite Apple stores - the staff are super friendly to all ages, the glass ceiling is beautiful, the store is near fun shops & restaurants that kids, parents, & grandparents can all enjoy, and the merchandise is beautifully displayed & fun to try out. Sue is outstanding - she helped us figure out a phone purchase today and made it very easy & fun.
My experience was not ideal. I visited the store last week and consulted about battery replacement for my iphone. I was told that the price will be either $79 or $89, and then scheduled a Genius bar appointment. Visited the store again today, was told that, after a bit of waiting time, it would take ~1.5h and the cost will be $99 (yeah, somehow went up). After waiting for about a half hour more, a technician came and said that it would take 4h from the moment. He said there are 3 replacement tasks waiting in line. If so, why are you taking a reservation for this slot? A full of misleading information from the staffs and no respect for the customer’s time. I made an appointment to avoid excessive waiting time but felt like I was walking in at a random timing. I would not recommend to go to this store if you value your time.
I had a very quick and smooth experience for replacing my screen with Apple care at this location.
The team helped me to schedule a checking and took the phone for fixing. Within less than 1.5 hours, I got my phone back with perfectly new screen.
Thank you guys! Perfect service, especially for the last days of the year.
Five minutes ago, I bought 4th series headphones. There are only the 4 and 4 Pro series available. However, they are too big for me. The salesperson suggested I either gift or sell them and buy the Pro series, which costs $110 more. Please note, this is not about the money; it’s about the fit for my ear anatomy.
How is it that Apple decides the average ear canal size and deems that the norm? After spending $135 on new headphones, I cannot use them or return them. Steve Jobs would roll over in his grave out of shame for the company he built and the service he strived to achieve.
**Terrible Experience at Apple Store Pal Alto**
I had an awful experience at the Apple Store in Pal Alto in university ave, and the manager, Matt, was the primary reason. I came in with a simple question about a product, and I noticed that one of the boxes on display was already open. When I politely asked if I could get a discount on the opened item, Matt immediately accused me of opening the box myself, which I definitely did not do! His attitude was unprofessional, defensive, and downright rude.
What made this even more frustrating was that I had come from the Apple Store at Stanford Mall, where I had a great experience. They even recommended I visit this location for help, but I absolutely regret taking their advice.
If you're looking for good customer service, I highly suggest avoiding this store at all costs and going to the one at Stanford Mall instead.
Very bad service. The receptionist has no technical knowledge at all. Because what I want to repair is the problem of missing pixels on the screen. He used his own eyes, only his glasses to see, without using any professional tools to identify. He just thinks that if he can't see it, it doesn't exist. He can decide that it is not eligible for insurance warranty? ? His attitude is very bad, he should at least tell me if he can't see the pixel problem, where can I help solve this problem? As a result, he said he doesn't care. I asked him his name, he didn't even have the courage to tell me his name. But I remember his ugly face with glasses. Just like his heart!
No doubt, one of the best Apple Store outlets. Top notch service and efficient staff. Trade-in was very quick with my old iPad and laptop have been sold it. A large shop and getting ready for iPhone 15 launch ;)
Visiting Apple Store is like visiting a museum of modern art. Plus they have a lush free mini forest inside. Genius bars here at efficient, with pre-scheduled appointments which I highly recommend taking. The only con is finding parking, but that’s Palo Alto for you.
Amzing store, I am not an Apple usar but when you get to this store you want to buy EVERYTHING. It is well located and People are very kind. There are some trees inside the store.
What to say about the Apple Store!!!! Not only in the university avenue but any Apple Store in the world. All the same design. Amazing design. People in this specific designed store in Palo Alto were so nice and they gave us a mask before entering the store during the Covid situation. The design is great inside. I wish they can give me a mini apple iPad for my daughter for her homeschooling. Anyway loved my visit and love the apple products and the technology they are selling. I checked the mini Mac and the Mac books pro with the latest iPhone 13. Is kind of expensive but love the product, I am actually worrying this text with my iPhone 12. Not to promote but just explain how happy I am the pictures are great and so colorful. Highly recommended to visit. Thanks to the apple help desk for their kindness. Love apple!
Welcoming and friendly staff. The store is pretty cool with lots of devices to check out and play with. The place isn’t crowded much so it felt comfortable to get in and out. It’s a big store and they have got a lot of items on display tables to play with, I would definitely come again!
Great products but customer service can be better. If u arrive 5 min late the session will be cancelled but they will make you wait 40 to 60 min if ur on time ..
Super fast because no one was there. And the staff were pretty friendly. Right now (coz of rona) the lobby is fully closed, you wait outside for them to call you to come to these bank-teller-like windows. If the wait was longer or if they weren’t so cheerful, it would have been 3 stars. But there was even tons of parking options nearby. Probably worth the time to drive out here instead of going to one of the mall locations...
Like every Apple store, it was a beautiful building. I was there 30 mins before they closed and they were still a bit busy. I went in just to get an Apple Watch charger since I forgot to bring mine on my work trip. I was in and out within 5 minutes. The sales associate was nice and helpful.
A regular Apple store in a very big open space. Lots of staff who are always there if you need them, lots of product from tv, phones, headphones, earbuds, drowns, computers and more.
The store roof is very high which makes the place very pleasant.
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