This rating is for Jose at Genius Bar! Jose rocks! He really took the time to answer my questions and figure out what was wrong with my computer (& fixed it efficiently). I am walking out of the store very happy because of Jose.
JASMINE bilingual helper for all our hispanic people out there that come to the store. She is efficient, nice and welcoming. Has a lot experience. Does not fool around. I recommend her 100%.
The AutoCorrect/speech to text here isn’t all that good for people with disabilities. It was better on the iPhone 6. I could practically mumble and it would spell everything perfectly. Those were simpler times.
as an ole palo altean, once having visited the local unified school district office to pick up personal school docs; i found it an pleasure to stop on by the main city strip looking for a second stand for my ipadpro that i could place on my dashboard to update mobility; love my keyboard pad, buy windshield does not allow it to rest my PAUD ooking for a
After a bad experience, I returned today regarding my iPhone 17 Pro Max. Managers Joe and Girma provided outstanding customer service, coached their team, and showed genuine care for customer satisfaction. I truly appreciate their professionalism and support.This kind of leadership makes a big difference.
Ordered an iPhone 16e online and traded my iPhone SE at the store, and checked with 2 employees that my trade-in was processed. Not only did they give me a phone with a broken front facing camera, they also stole my other phone and didn't submit the trade in refund. When I called in they couldn't find it in their system.
Brian went above and beyond 3 weeks ago in helping me get new iPhone thru AC ... coordinated with Hillsdale apple store to verify stock and was kind thru entire process...I'll drive across bay to go here
Saved big time.. old iphone was totally dead and was workday ... very thankful
This was one of the worst customer service experiences I have ever had at an Apple Store. Many of the employees and managers were rude, dismissive, and completely unhelpful.
I received an email saying my product was ready for pickup. In every normal Apple process, this means the repair is complete. At no point did anyone tell me the service was not finished. I made the trip to the store only to be told that nothing had been repaired. To make matters worse, the device had been opened and not reassembled correctly, which showed a clear lack of care and professionalism.
I want to be fair and acknowledge that sometimes issues like possible water damage or repair limitations may not be known upfront. I understand that. What made this experience unacceptable was the attitude, the poor communication, and the way concerns were handled. The entire interaction felt completely non customer centric, and I left deeply disappointed.
Even though I had been at the store for hours trying to sort this out, the majority of the staff treated the situation with little concern or respect. One employee even suggested I write a review about it, so I am doing exactly that.
I visited the Apple Store in Palo Alto on October 19, 2025 for a Genius Bar appointment to ask about a battery replacement for my iPhone 13 Pro. The phone was fully functional when I arrived. After the technician ran a battery diagnostic, the display stopped working. The Apple logo still appeared on restart, but the screen would no longer turn on.
The staff tried an update and eventually performed a full reset, but the issue was never resolved and I left with the same problem I didn’t have before the appointment. I now also have to restore all my data and re-register the device for work. No clear explanation was given as to why the display failed immediately after the diagnostic.
The entire visit took around 2.5 hours, and although the staff were polite, communication and customer care were lacking. We were even encouraged to leave and get coffee while waiting for the phone to reset rather than being offered basic hospitality or clearer updates.
I’ve been a long-time Apple customer, and this experience was disappointing. I expected a more transparent and supportive approach, especially since the problem started only after the device was handled at the store.
Good repair experience so far. My iPhone 16 Pro had a camera hardware issue, and I realized tomorrow is my last day of warranty (wow). So I came here for a walk-in appointment since everything online was booked. I was lucky to get help from a staff member right away. What came as a pleasant surprise was that the technician actually identified a few additional issues with both my rear and front cameras, as well as my cellular module. Upon taking a look, I noticed that these are all valid points that I didn't pay attention before. When I mentioned that my warranty was about to expire, the staff immediately helped me order a replacement unit and confirmed that the repair would be fully covered at no cost. Now I’m waiting for the replacement unit to arrive in a few days and hope it goes as smoothly as it has so far.
As a comparison, the experience here is WAY BETTER than at the Stanford Shopping Center. When I had my cracked camera repaired there a few months ago, the technician either left dust between the lens and the glass or didn’t attach the metal layer properly. I ended up going back four times for the same repair, which was frustrated and a waste of everyone's time.
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’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.
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.
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.
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.
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!
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.
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