Friendly staff when I came to pick up my iPhone X. It was a quick in and out process; however, parking can be a pain due to its location. I circled around 10 mins before finding a spot. read more

I have experienced rude service on a number of occasions in this store, including today - Baran, you really should snap at people in line. Todor, and you really should try to be a bit more, or a LOT more customer oriented. read more

Some of the employees looked like they could've cared less to be there. The girl that was "helping" me took her sweet a$$ time to get the products that I needed to deliver. It wasn't even busy. Get off your phone and do your job. read more

Clean with sanitizer at every table and front door! Staff was polite and they had actually police to guard the doors. They do take your temperature and ask some Covid questions for symptoms! Best to have an appointment or order online for fast pickup! read more

Went in to buy a very specific model of the Apple watch - 42mm Series 3, non cellular Nike+ black. After a few minutes of nobody offering to look in my direction and help, I found an employee who looked available and asked about this model. Sure, they had it in stock and someone would help me shortly. 10 minutes of standing around and apparently everyone was still busy while a couple of employees chit-chatted amongst themselves 3 feet from me. I asked one of them about this model and the question I got back was "Do you just want to look or do you want to buy" ??? I don't think I've ever been asked this question anywhere let alone an Apple store. I indicated that I wanted to buy and this person waved at another employee who came over to help me. Took me over 20 minutes to buy what should have been an in-and-out kind of experience with insult thrown in for free, yay ! read more

If I could give this review zero stars I would. Went in to fix an issue with my phone they had to do a repair so left it for an hour. When I returned to pick it up took a half an hour for them to get it from the back. Didn't help reload my phone left since I needed to log into another device to get the back up. Get home backed up my phone and realize there is no SIM card in my phone. They took my sim card out didn't put it back. Called to see if it was there and the advisor on the phone blamed me for not taking it out telling me I have to contact my provider and get my sim card replaced. So all in all an awful experience. read more

Burlingame Must Be Very Special coz its One Of D places N D Bay That Has a very Big Apple STore;) yes the Temptress s JUst Few Blocks Fr My Crib. EveryTime I go In, I always Come out w/ thaT white PLastiC Sling Bag w/ An Apple Logo n it..LOL. i Like SettinG appointments At Their genius Bar, And n their One to one Sessions ..so far, Their apple Product ExperTs or their geniuses have been very knowledgeable and professional. nothing In this StOre Comes Cheap, But As long as U get Wat UVe Paid For, I have No ComplainTs.. Come in & have a Bite Of d Apple! =D read more

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I bought my iPhone in this store yesterday. Renee helped me with it and also she is nice and super friendly. Great experience with your team. Thank you guys! read more

Horrible customer service. Management has horrible customer service also. Don't even want to give one star

In this day and age, service is everything, selling is easy. Is that why this store has so many people standing around looking at their phones and talking with each other, waiting for the next sale? That is what was apparent to me when I needed an emergency service. I did not have an "appointment with the genius" because I could not get one so I took a chance to go in cold turkey thinking if i just explain to one of those standing around, (would not take more than a couple minutes, I could get an emergency service. My laptop was completely down, blue screen only. Surely one of those geniuses have heard of this problem before. To my dismay, I was told it would take a week for an appointment with a genius. I almost pleaded with them. Oh yeah, the person who allegedly was helping me, went to confer with other geniuses only to tell me to wait. So, I went to another Apple store only a few miles away, just as busy, with many people standing around. However my experience there was 100 degrees different. I was greeted eagerly by an assistant who within a couple minutes had me set up with a real genius, took 2 minutes to figure out what the problem was and had it sent for repairs. Needles to say, I return there often with the same experience to make my purchases. I shun the uppity Burlingame child store and tell everyone else to avoid it. I realize that to the employees in Burlingame, they could care less since they have a guaranteed wage for standing around, but if enough people don't support that store, sales will go down, the store will be forced to close and maybe at that time the corporate people will hire friendly, service oriented people read more

10/10 a great Apple experience - I went in to activate my new iPhone with Verizon. The greeter was warm and welcoming. They directed me to an Apple specialist. He greeted me with an ecstatic hello, and I could sense there was a huge smile beneath his mask. The Apple Specialist was eager and delighted to help me. They were excited for me to upgrade to a new iPhone and shared all the newer features for the iPhone that I had lacked in my previous model, which I traded in. The lovely gentleman walked me through the process of setting up my new iPhone and SIM card. They assured me this would be an easy and painless process since I had already backed up my previous iPhone. The Apple Specialist was phenomenally trained. I definitely recommend visiting this store. read more

Eh. Why sell third party peripherals if your sales people offer zero support and you dont even sell the batteries? I did not have my dead logitech slimfolio with me but described the problem i was having (it is dead), hoping he would be able to tell me if i might need a battery for mine. The first thing I said was that I had bought the item in that location. How hard is it to attempt to find out which product is being referred to and just offer some guidance? Apple, I never knew ye. read more

The worst customer experience I have received at an apple store. I called the store for an invoice question and the the employee kept cutting me off and wouldnt let me fully ask my question. Then when I asked if i could speak with the manager he said he would ask the manager my question--came back and said he couldnt help me. when I asked for his name, he hung up on me. I called right back and they let the phone keep ringing. I called back 5 min later and someone answered (sounded like the same person). I asked his name and he hesitated to give it to me. He said he wasnt the person that spoke to me earlier but overheard the conversation. I asked what the other person's name was and he hesitated and gave another name. (both times I'm not sure if he was telling the truth). I asked what the manager's name was and he didnt give it to me. Still didnt get my original question answered. read more

Great apple store. I've never had any problems at this store and the staff are very attentive. Outstanding service and a great location.

Yesterday my Apple series 3 watch broke, totally shattered the watch face. I dread going into the Apple store on Burlingame Ave due to the fact that the technicians are cold robots. I have been there twice in two months and the technicians act like you are the dumbest person in the world and act as though they are doing you a giant favor assisting you. My advice send them to charm and manners school. I was given misinformation by the first two workers then I was put in a cue to wait for Ms Personality to assist me. No expression no wow this must be upsetting no warmth at all. She acted as though helping me was so beneath her. I live two blocks away that is the only reason I step foot in that store. I own an IPad, iPhone and Iwatch, I may decide to try other products/brands, just so that I never have to deal with the robots at the Apple store. read more

Walked into the store this evening willing to shell out for a new Macbook, just trying to get some basic info. I saw the Macbook Pros with the Touch bar, asked a simple question if it could be modified or turned off temporarily (such as giving presentations or watching a movie). Sales staff had no clue and were hesitant on their answer. What's the point of having staff if they have no idea about their products? And it's Apple? I guess they just like standing around. At a loss, and no purchase here. read more

I brought my 2014 Mac Mini into this store for repair because it was stuck in a startup cycle. The genius bar employee connected it and after a few minutes of going through the startup cycle, the computer abruptly lost power. "Looks like you need a new power supply" he tells me as he immediately started to give me pricing for a new power supply. Mind you we just saw this thing start up and process through the startup bar for almost five minutes. "Yeah, I'm not sure about that, but you can leave it here for a super diagnostic." Ok, fine whatever. As for the back story on the computer, I bought it in 2014 mostly to connect to a tv and/or use as a backup. As soon as they shipped it to me from China, it had a bad motherboard which was replaced at the Stonestown store. Since this was the first model with "custom" hard wired ram and hard drive, I couldn't exchange it or anything, only repair. I bought it maxed out on drive/ram because of this, and it was NOT cheap. Since then I've maybe used it about six months total but of course it is no longer under warranty. About two weeks after I left it there they call me and tell my that they are "Not sure, but think I should replace the motherboard." Now I have a $1400 dog that won't even turn on any longer. I'm sure I will have it repaired somewhere in the future, but I will certainly not be taking it there. At this point I have lost any and all faith in this company, their products and this store. As someone who has bought countless Apple products over the past 25 years I can say for sure that under no circumstances will I ever purchase a new Apple computer again. Maybe they care about that or maybe they don't, but that's where I'm at with them now. read more

**Great Sales and Greeters! Poor service. Horrible access to communication with support. ** I have now purchased 3 Macs since 2013, the computers are mostly great, and love the overall engineering and user experience. First time trying to get service. Firstly, there are 12-20 people in that store dealing with sales and only one guy who can take notes on my service request before I could leave the computer. I had to wait over 2 hours there for someone to take notes. Secondly, after leaving I received several emails about the need to call into the store. I did so, only to get an automated system which seemed work well recognizing my verbal answers ("service request" and "repair" and "operator" and "receptionist"). Each time I was connected to a ringing phone system which after about 1-2 minutes went to dead line. Repeatedly. This happened on a Saturday after drop-off, following Sunday, the following week over a couple days, and again this week over a couple occurrences. I tried to respond to their automated emails but it was a "do not reply" sender email. The email send didn't bounce, but wasn't ever acknowledged, and I assume my response never captured. They called me a few times, left voice mails to call them, but each time again calling back I couldn't reach a soul there through the phone system. How can Apple have such poorly aligned service model and suck at communication this much? Background: The request was primarily due to a Mac Air battery which needed replacement, it was completely dead. The CPU had also been churning for several months, as had the battery been slowly getting shorter and shorter over at least 6 months until finally the system said "Restore Now" (i.e. go to Apple Store). A week prior (and after battery completely died) I also spilled coffee on the machine's keyboard, which I noted to the service team. Spillage was immediately cleaned up and computer still worked as before (i.e. poorly). When I did finally get news on the resolution, they told me liquid damage would require replacement of all parts at $750, and it wasn't covered due to "accident". I don't think my coffee damage caused the problem, which existed for months prior, and I fear my disclosure only gave them an out to use as an excuse. That being what it is, it makes sense to decline to replace parts for that much. I decided to purchase a refurbished higher grade MacBook Pro machine for around the same price. Yet... I am truly miffed that they refuse to at least fix the battery. I could still use the machine powered to the charger, AND use it portably. Now, it will just sit as a brick on my shelf. I was surprised that water damage would preclude replacing the warranty'd battery. Technically, I don't see a reason why they can't replace the battery at minimum, but they refuse. I doubt anyone from Apple reads this, but I'll go on. I would also complain that the service could use some common sense and acknowledge a person's frustration and at least cordially apologize or express some empathy. All they do is continue on with the same stanzas over and over, after I've expressed my displeasure. Note, I have a 3 year service warranty on that computer. When I brought the computer in, it was 3 days before expiry of the warranty. read more

Always helpful staff, whether it's Genius Bar or sales staff. Make sure you contact support first so that you're not going in and wasting their time or yours! Thanks for helping! read more

Updated to a 3 stars from 1, my battery arrived 2nd week of Feb instead of last week of March. Service took just under an hour. Apple Stores Management, please learn and improve on proper training with your customer service process. All retail store should have some battery replacement for iPhone in hand due the slow performance announcement at the end of last year. I came to the store on Jan 1st about the iPhone battery replacement for $29, staff informs me the diagnostic in store will take about 2hrs and suggest I call in the 800 number and have the diagnostic done so I can have my battery replaced. Called the following day waited close to 30mins, after they completed the diagnostic testing (Only through WiFi connection) the support arranged an in store appt for me. Arrived on time to my appt today to find out I came in so they could place an order of my battery. I had work to do if San Francisco, so I ended up driving from SF to Burlingame for my appt to found out I have to wait another 4 weeks because they don't have the part in the store. WTF? Seriously? Couldn't the phone support order the battery first, then email me when the store receives my battery exchange instead? I wasted over an hour so you can place an order for my battery replacement which could have been done over the phone. There wasn't a reason why I had to be in the physical store to order the part. This is horrible customer service. read more

Woo the newest AirPods commercial looks nice, you may want to check it out https://www.youtube.com/watch?v=PiHqMvqeocM

Received prompt service upon arrival. My overall experience with customer service was exceptional. Andrea was my point of contact. She worked with me through product demonstration to final purchase. I highly recommend this store for it's customer service, detailed product set up and overall customer care. Five stars well earned.... read more

STAY AWAY FROM THIS STORE. It's the worse Apple Store I've ever been to. I brought my Laptop in for battery replacement. During the repair they broke it and caused it to random reboot. I brought the machine back 4 times because they could not figure out what they broke during the first repair. The 4th time they even asked me to pay 500$ to fix the damage they did during the battery replacement. Lukly I refused to pay. The manager came to realize I owed nothing. After that they tried to cover up they mess saying they never asked me to pay those 500$ In the first place. Terrible experience. Messy service. Sketchy attitude read more

Their selection of iPhone 3G cases was unimpressive and left me wondering if I should give in or continue my search further. Rather than give up right away, I dug in between and around the cases that I could see. Maybe another color is hiding!? Yes, I was right! I found my case, so why the two stars? There are children everywhere. It's not that I don't like 'em... But you can stand there and look through items on the wall, and someone [usually an unattended child] will just come traipsing through your line of vision as if you weren't there perusing the products first. Why are the children of Burlingame carrying iPhones?! There's also dog poop right outside the door. Way to keep up the image, Apple. I've experienced better. See the Hillsdale store review instead. read more

I feel like everybody loves Apple Stores and I know they're pretty... but doesn't all that white just make you nervous? Like, I get it. No one who comes here ever spills things ever. Good for all of you. I wore white overalls once in 1992 and I dropped the sloppiest pizza burger in the world right on the crotch part and had to walk around all day with red-goo-cheese on my junk because that's the lesson life wanted to teach me. I think this is only my second time ever going into an Apple store as I'm already the proud owner of the world's oldest iPhone and I'm just not ready to let go. Also, because I'm cheap and feel that much like the one time I tried to wear white, I'd only get the shiny, new phone to drop it directly in the toilet on accident... which totally happened about 2 months ago when my Dad was harping on me about getting a better phone. But you know what? My old ass phone legit fell in the toilet AND, I sh*t you not, got a text while in the water. I reached in, grabbed the phone, and it continued to work without skipping a beat. Didn't even need to restart or rice it. Toilet-Tested Magic. Thanks, Apple. Anyway... I didn't come here for a phone. I came here for a very technical piece of equipment to plug my work laptop into a projector because it would apparently kill the IT guys to lend me one for 3 days. Then again, I am the kind of person you don't lend nice things to because they'll only ruin them, so I guess I kinda get it. Luckily, my roomie was in the good-deed doing spirit and got all the info I needed to go in to the Apple store, speak to just one person, have them know exactly what I was talking about, and swipe my card to pay in under 30-seconds. My kind of transaction with as little human interaction as possible and zero spills. Thanks for making it so easy(for once), world. read more

After all of these years of walking into this store with my kids playing games on the iMacs, and me checking out their toys and using their Macbook Pros to surf the web and write Yelp reviews, then walking out, I finally bought something from them. Over the Father's Day weekend the new iPhone 3GS was available for sale, but I wanted to look at the MacBook Pros for my wife. My youngest made a beeline to one of the open iMacs to play some games. One of the sales staff, Ian, came by and checked on me and answered some of my questions on their MacBook Pros. I asked him how's the foot traffic and sales for the new iPhones been over the past few days. A safe question, I thought, because I assumed this Apple Store would be out of stock of the new iPhone 3GS's since the AT&T stores had a 7-10 day waiting list, and the temptation to buy one wouldn't be there. So I thought....... He said sales were going well, and lo and behold, he said he had all models in stock. In Spock-like fashion, my right eyebrow raised up, and I thought to myself, "should I?" After a long nanosecond, I told him I'll get one, but should I go outside and wait in line with the other iPhone buyers. Ian said don't worry about it, he'll take care of me. After he pulled out an iPhone from stock, in less than 15 minutes he rang up my purchase, activated my new iPhone, and deactivated my old phone and SIM card all from his hand held device. Pretty impressive! (All this time, my daughter was content playing games on the iMacs). He spent some time showing me how to navigate around the phone, and how to set up my email and contacts. As we left the store and entered our car to head back home, I realized I needed to pair my phone with my car's bluetooth. Ran back in, found Ian, and he quickly showed how to set up. Overall, very pleased with the service I received from this location for the purchase of the Father's Day present for myself. Even as I returned the next day to find someone to help me answer some questions on it's operation, the person who helped me was equally friendly, helpful, without being condescending. (I consider myself a techie, but I know there is no such thing as a stupid question). Really a 5 star place, but -1 star for the prices for the accessories, but that's just me. I'll probably be back again to pick up a Macbook Pro for my wife (my original reason for entering this store). read more

So they've equipped all the employees working here with little hand held registers. So why am I standing around forever to pay? The place is crawling with employees, including a "genius" at the bar who was helping nobody, just gazing into space waiting for "Bob" or somebody to bring his issue to the bar, but I couldn't get him to ring me up, and couldn't find anybody who wasn't too busy explaining to somebody else how cool the new Macs are to ring up my $20 dollar car charger for my iPhone. This store is just not worth the hassle. Too much chaos, too many chirpy employees who are all over you when you are standing in front of a display rack but too busy for you when you want to pay. They make nice stuff, but they are a bitch to do business with. read more

My go-to Apple Store for pick orders. It's pretty easy to order online and pick it up at the store. There are lots of customer service reps to assist. The only issue is finding parking. I have yet to utilize repair services so I am uncertain as to wait times. read more

One star means zero. Got a message from Apple saying my iPhone is ready to pick up. Came to pick it up and the staff told me all iPhones are gone. The staffs here are unfriendly, not helpful. Just avoid this place. Avoid apple!!!! read more

Wow talk about shit customer service. I was in there for like 30 minutes and not a single person decided to help me out. I was looking to buy the new iPhone and made eye contact several times with different, free-at-the-time associates who decided literally anyone else was more important than helping me. Not that I needed the help deciding what phone I wanted but I would have liked to purchase a phone, and it was kind of slow when I walked in. Kind of surprised. Maybe they just don't like Asian people, everyone else was pretty much white and they got served right away. Unfortunately still getting an iPhone to upgrade mine but definitely not here, screw these people. read more

Even after Job's passing, apple can still make the upgrades and updates to its flagship products that keeps this brand afloat. Sadly, the retail experience at the apple retail stores continue to be inconsistent and generally poor. This location at Burlingame is no different. When we visited today to check out some of their new products, not only did an entire group of red shirt wearing apple retail staff members not even look up or in our direction, they seemed to be chatting amongst themselves and completely ignoring every customer coming in or around them. When we finally managed to get a retail staff member's attention to assist us, they proved to be not very knowledgable about the product, to the point we watched her stumble over her attempts at faking it. We would have felt more embarrassed for her, if it weren't for the fact that we could see in her eyes that she thought she could get away with her "act". When she finally accepted the fact that she didn't know what she was talking about, she went to what must have been her shift/floor manager to ask her to intervene. This "manager" proceeded to help us by looking up online some answers to our questions which was helpful. However, knowing subtle cues and body language (I deal with hundreds of people a week and maneuver and negotiate with any number of personality types, so I am a pretty good read of people) this person came across to our whole family as being "put out", visibly impatient, and ready to move on. So much so, they had no desire to actually wrap up a sale for any of the items we planned on picking up. We just simply left. The time of day when we visited this apple store location seemed to have had more retail employees than actual customers in the store. The staff we encountered were neither sincere, pleasant, or motivated. If apple retail stores continue on this path as it has seemed to over the past few years, no one is going to want to keep tasting what will be one very rotten apple... read more

I have had two bad experiences with extremely poor customer service. The first occurred when I cracked my iphone 4 screen. I went into the store to get some basic information about what my options would be for a repair or replacement. I asked the receptionist/host to provide me with this information, and he insisted that I make an appointment at the Genius bar. I told him that all I needed was information, which probably will only take up 1 minute of one of their several employee's time. But, he wouldn't budge and I reluctantly made an appointment. I showed up for my appointment 5 minutes early and ended up waiting 15 minutes to speak with someone. When it was my turn, the guy at the genius bar gave me all the information that I needed 30 seconds in to my appointment. This was an absolute utter waste of time and I left the store extremely disgruntled. The next incident occurred today when I went in to get information on the iPhone 5. I was greeted by the same host/receptionist who was very smug and condescending. He kept telling me that I would have to order the phone online and they do not take orders in the store. He was very short with me and was not helpful at all. I left from the Apple store to Radio Shack where I was immediately greeted politely and given all the information I needed to order my new iPhone. He took down my number and told me that he will give me a call the minute it arrives. I will never enter this apple stpre location again and I will share my experience with as many people as I can. Go to Radio Shack if you need customer service with your iPhone products! read more

Androgynous people abound. In and out within 15 minutes with instructions on how to do an "Archive disk back-up." Yeah, ok. read more

Hands down the worst Apple Store out there. I got an email saying that my MacBook Pro was ready, but they closed an hour before their stated closing time. Now I have to wait until tomorrow. If you must buy an Apple product, take the time to go to another location. I've had nothing but terrible experiences here. read more

I hate you Apple Store Burlingame.Your staff just stands around doing absolutely nothing ,until you ask for their help(when hello I'm standing in a line man'ed by one dude,holding my computer) and then they tell you they can't help you that day because repairs/tech support is by appointment only now(but the appointments stop by midday ?). I think if you are into customer service as a store, despite this absolutely dumb rule , you'd say ,"do you mind waiting, when there is a lull maybe we can get you in":... or like,"can i take your name, when there is nobody in line we will call you" or something gee, like nice and helpful?! instead being so black and white, when i have paid almost three thousand dollars for one of your products, I think thats absolutely rude. after being punked by this store yesterday , i called the 1800 number today and the people i spoke with asked me ,"did you try taking your computer into the store?" why yes I did, they refused to help me . lucky for me the nice woman, seeing how busy my schedule is (work/school) on the phone told me she'd send me a repair box, ill put my little homie in there, send it to cupertino, they will look at it, fix it and send it back to me within a week. GEE how easy and nice shame on you burligame apple store, you bring the suck read more

Ok...just because I use a Mac, it doesnt mean that I am computer savvy. It just means im cool. When I go into a store and talk to a "genius" I expect them to know what they are talking about and guide me to the product that will forever change my life for the better. I have been ripping movies onto my computer (shhhh) and wanted to stream them to the TV. I asked the "so-called-genius" what cables I would need to be able to do that. She told me i would need blah blah blah and showed me what I needed to do to hook it up. I got home and set it up just as I was told. Turns out based on what I was looking for...it was a no go. She gave me everything I wanted....except audio. Watching a movie with no audio is kinda lame. So I went back to the store and talked to the same person. She didnt acknowledge her obvious omission...instead she laid the blame completely on me. She said she didnt know I wanted audio. Im like..."uh, I wanted to stream movies...I thought sound was a given?" Needless to say, I left...did my own research and ordered the adapter on amazon. At least they let me return the junk I bought there. I have never had a problem with other Apple Stores, only the Burlingame store. I suggest you check out the other locations in the area! read more

Why are there so many people at this store all the time? How come not one person in a blue t-shirt can answer my question? I went in to get the hook up to listen to my nano in the car. This one girl was nice enough to ask me if I needed help. I did and then she walked me over to the accessories line and it looked like she was really going to help me. But then she syked me out and said, "Read this" does this look like what you need? Hum . .How am I supposed to know what I need, that's why I'm asking you? Overall experience was pretty bunk and don't even get me started on the fact that you have to make an appointment to ask a question . . crazy! read more

They have to get more organized. A couple years ago I walked in the store with an appointment to pick up a new I phone. I waited about half an hour to be helped and was passed by many times to be helped. I was only helped when I got angry about the whole situation. There was no line for people with appointments and it was a free for all. I have been going to the Hillsdale mall ever since. Oh yes a apple girl employee also told me that the Apple iPhone was so popular that they did not need to worry about customer service. I am so close to saying bye bye to my iPhone. It needs a bigger screen and the ability to use Google apps. I don't give a F#%¥ about finger print recognition and a little bit better camera! They need to start working a lot harder to grow back their smart phone %. read more

This was one of the poorer 'genius' bar experiences I've had. It started off bad because I was 6 min late. The gentleman "genius", who closely resembles physically and in spirit 'the comic store guy' from the Simpsons (minus the hair), greeted me with 'we're almost out of time' and it was downhill from there. He clearly didn't want to be there, smug (working retail on b'game ave??) and wouldn't answer any questions aside from telling me it was $200 to replace my keyboard). my appointment lasted all of 3 minutes before I was out the door looking for another apple store. I gave it two stars because I found parking out front. read more

I made an appointment for my MacBook Pro. Got there 5 minutes after the hour, because parking sucks. They tell me it will be 15mins...more like 30mins. read more