Ron gets 5 stars!! First time ever I haven't wanted to shoot myself in this store. Plus he reminded me of my school district discount. GO RON!!! read more

Okay- I'm getting with the "we're a phone store that is too good for phones" culture now. You can go in and get an appt. in person and even though they will tell you 3 hours minimum wait they have, every time, texted me to come in an hour and a half earlier than expected. Kind of like Amtrak, they are are always late but that's considered on time. Anyway, if you can groove with "Apple Time" it's a do-able work around the 'no we can't answer the phone' mentality there. Do I get to sit at the Genius Bar now? read more

If I could give this Apple Store zero stars, I would. Their customer service has been terrible and now I find out when I spoke to Apple Care on the phone, they have been lying in their notes. For weeks now, I have been trying to get the battery replaced on my iPhone 5s. The first time I went in, they said that it appeared that my battery is nearly consumed and agreed, given what I described, that it looked as though I needed a new battery. As it had been a long time since I had backed up my phone, they suggested I back it up to the cloud just in case something goes wrong during the replacement process. I tried backing up there in the store, but it was taking so long that they suggested that I go home, back it up, then come back in to replace the battery. I went home and while I was backing it up, the phone froze so badly that I not only was unable to make or receive calls, I couldn't even turn it off or charge it. I went back to the Apple Store where the obviously annoyed guy at the Genius Bar did a hard reset to turn it off. As we turned it back on, he told me that I should've just called so they could walk me through the problem to fix it. When I asked him how I am supposed to call when the phone wasn't working, he got even more annoyed and responded that he was just trying to be helpful. A week or so later, I decided to call the store (as was recommended) to set up an appointment to replace the battery. It took me a while to figure out how to get through the automated system to actually speak to someone in the store, but I eventually did. We set up an appointment for the following Monday (5/22/17) to do a battery replacement on my iPhone 5s at 4:10. I got to my appointment at 4 and was promptly seated at the Genius Bar. At 4:18, Monique cane to help me. After several minutes, Monique told me that they didn't have any iPhone 5s batteries in stock. I was quite agitated and asked then why had the store agreed to my appointment if they didn't have the part. She claimed that I didn't speak to someone in their store and clearly didn't believe me when I told her that I did. She then said she would see what she could do and left. After about 15 minutes, she returned saying she had found a solution, that they were just going to sell me a new phone. At this point I became quite angry and she kept interrupting me to tell me to stop interrupting her. I finally asked if they could just order in the battery then call me when they had it in. Her response was an exasperated sigh and something along the lines of, "You should've just said that." I gave her my info and left. It is now Saturday (5/27/17) and I have not heard from them. I decided to call the store to see if it was in. Every time I called the store, I was put on hold then hung up on. I decided to talk to someone at Apple Care. James was super helpful, but even he kept getting hung up on by the store which he says has never happened. I eventually found out that they put in the notes that I have a "swollen" battery even though nobody has actually checked my phone or battery yet and nobody had ever mentioned that to me before. Apple Care has set me up with help at the Blossom Hill store this coming Monday (5/29/17) and assured me they would be contacting this store about their customer service. FYI: Best Buy in Marina and Click Away in Monterey are also Apple certified repair places. I would highly recommend going to one of them rather than the Del Monte Apple Store. read more

We went in to get some help with my husband's iPod touch, when we first walked in we were greeted and given an appt time (45 minutes) after we walked in, an hour goes by and I go ask the gentlemen (the guy with the big hair) how much longer and he gave me a super annoyed look and said just sit down and I'll check you in, then he continued to say it would be 20 more minutes. I was ready to leave because of the lack of respect from the employee with the big hair and the horrible customer service but we had already waited an hour and we NEEDED to get it fixed. Now that my husband's iPod touch is fixed I don't plan on EVER GOING BACK TO THIS LOCATION. read more

Went in to get a replacement watchband for my Apple Watch after it broke for the second time in nine months. I had an appointment at 2:45, checked in at 2:35, and was told I have to wait until 245 even though there is many staff sitting around talking. Finally at 2:55 someone comes up and said he's going on break in five minutes but he can get me started. Told him that I needed a replacement and he said he had to order. I told him that I wish I would've known that before I drive a half hour in to pick it up as I was online with them this morning and they said to go in and pick it up. I asked him if there was a replacement band they had in stock that was the same price that they could exchange with and the technician actually told me no, those aren't replacement bands. Those are additional bands. What? They would not give me a same price replacement for the warranty because they said it had to be at the exact same band. I told him that I didn't care about the color or even if it's a different style as long as it's the same Price why would they care? That's when the guy got offended and started arguing with me about the difference between replacement bands and additional bands and how I didn't understand the difference. Got a different manager and basically they told me to leave and order it online. Just like I could've done before wasting about an hour and a half out of my day. Immature, and lazy staff. That goes for the hipster manager that came out as well. read more

I had an appointment for 4:50 at the Genius Bar and got in at about 4:37 or so. The woman before me had one as well that was for 5pm. I sign in and sit down. No help, no acknowledgement for 15mins. They send someone to help the lady before me whose appointment was 10mins after mine. Someone comes to talk to me saying I will be helped soon. I asked what is "soon" and says from 5-10mins. Honestly, a simple acknowledgment from the time I sat down saying they were behind would've saved me from leaving this review. It's customer service. And I was obviously irritated staring down employees, but got nothing. Don't come here if you want good customer service. And I'd advise coming at least 25mins before your appointment since they clearly don't care about appointment times. read more

So much for an appointment! Why, so others who walk in without an appointment can be seen before you? So you can wait to have a product looked at that you spent $$$ for less than a year ago and doesn't work for the second time! Way to build a quality product. read more

I arrived promptly at 3:20 and was checked in and seated 10 minutes before my appointment and didn't get helped until 4:00. I understood what the problem was and received a short and helpful explanation to my problem and left the store at 4:04. I waited 30 minutes for a 4 minute session. read more

I took my iPhone 8 to this store at the direction of a Senior IOS Advisor to have it replaced. The tech and Manager told me they Could Not replace it, and had to send it back to the useless Repair Center for the second time. They were supposed to have it shipped to an Apple Store in Sacramento.... which the did Not! Now They won't answer the phone even from their answering service. I know of at least 3 iPhone 8's that have the same issue.... it seems the mic stops working intermittently, which causes the called party to think I have hung up! AT&T thinks it might be a much wider issue than Apple is acknowledging! I should have gone to an iPhone 7 instead of the crappy 8! read more

The waiting times aren't fun but glad I waited.. Jacob did an amazing job helping me solve my technical problems with my iWatch!! Great customer service and very beautiful store! read more

Apple "It doesn't matter what we do you'll buy it anyways" The perfect slogan for a company who will at the end of the day sell basically the same product with the same phrase "its the most innovative product to date" 10/10 would flush money again read more

Excellent customer service; I didn't get the guys name but a male with long hair helped me. He answered all my questions (I had a lot). I arrived early to my appointment and they helped me before my scheduled time. The backlight for my MacBook Pro had to be repaired and it was complete within a day or two. Communication via email for the status of the repair was also excellent as well as the work which was completed. I am very satisfied with my first experience at this location. read more

When a company makes a mistake with compromising their integrity with the slowing battery potential you would think they would have an effective and efficient way to make it right. I stopped into this location to PAY for a new battery and was told to wait in an extensive line. A dedicated person should have been appointed to take care of customers coming in to resolve the battery issue. I am not shopping, I am going out of my way to get resolution to an Apple caused problem. You have just made the issue worst. There is a timeline to get this battery replaced. Why not staff appropriately? Terrible customer service read more

From the time I went in the store, I received friendly and great service. All problems taken care of, thanks

10/10 would come back. I don't know why there are so many bad reviews. I walked in for a pick up and was treated with the utmost respect and kindness. I wish I had asked the names of the people that helped me, but they were all very nice to me (especially one bleach-blonde woman). I was in and out of there quickly and everything went smoothly! read more

Staff was just so rude it was shocking! There was no order with who was getting help. I walked in and saw many staff members talking, 2 staff members helping 1 customer, a few on the phone, etc. I asked for help and one rep said "that's not my job!" and just walked away. Then I went to the very front of the store and asked another rep standing there with an earpiece if I could get help. After she spoke on the earpiece and looked annoyingly at me, then said I could add my name to "the list" and wait. I did so, but as I waited I saw people walk into the store and get assistance from reps just standing around. It seemed only certain people were added to this list and others were assisted right when they came into the store. There was no order and the reps with the earpieces acted like they were launching a missile our planet depended on for survival. No one called my name or approached me for a solid 30 minutes. I saw customers that came in after me, buy their product, and leave. While I waited a rep came to the customers looking at phone cases behind me and asked if they needed help, they said no, I turned around and asked if she could help me. Quickly, another rep with the earpiece appeared and said "No, she can't help you!" Then they both walked away. This was the worst service I've experienced in a long time. When a rep was finally dispatched to speak to me, he didn't know the products very well. When I asked the difference between an ipad 2 and an ipad 2 with retina display he said "Well you can read the product guides yourself." I was planning to purchase five iPads for my business, but decided to go buy other tablets. I wanted to have a great experience buying these product, but left with a bad taste in my mouth. read more

Went in with an appointment and waited maybe 10-15 minutes to be seen (it was exceptionally busy so I wasn't bothered by this) I was helped by a very nice young man who immediately addressed my concerns and ran a diagnostic on my phone. My repair was done within an hour and 20 minutes + covered under warranty. It was very easy and seamless and several employees made sure we were being helped during our visit! They deserve a bigger store with all of the business it looks like they're getting! read more

When a little bit of power goes crazy. Got new iPhone and iPad air two weeks ago.Cannot get them synced via iCloud so sought help.Did NOT get one bit of help.Was told to see Cindy to schedule.She Is a witch, complete with black eye brows,long blue nails and a condescending scowl.So utterly caustic and unpleasant.Told to wait one hour, and had to " sit in my seat" ( excuse me is this grammar school?) when I complained she added an additional 45 minutes.Awful service,punitive, Cindy is just the worst.Ack ack ack, never go to this store, they no longer value their customers.Genius bar NOT! read more

With the holidays coming up, I truly hope the reps don't suck like they did when I walked in awhile back & wasn't even greeted!!! One rep was just standing there & he smiled & I said hi first. What the hell? I was standing next to a Mexican man & his son - he gets help from a Spanish speaking rep & still no one approaches me. Why? Because I'm Asian or look like I can't afford anything or what? I used to love coming here when there was better service - not anymore! There's five of us in our family who own iPhones, have several iPods, an iMac & a MacBook Pro!!! Hello?! What's happened to customer service & being greeted? read more

I went to this store about 2 weeks ago, I purchased a new phone XR.. I had to return to the store before my 14 days return time was up because phone was heatinh up. I walked in and no one greeted me, since I was in a bit of a rush I went up to an employee and asked if he could help me, he told me he was about to go on lunch but could probably help me If I knew what I wanted to do and if my transaction was quick. I mentioned to him that my new phone was getting very hot... he swore to me that that was normal and that it probably happened because I over used it for long periods of time. I tried to explain to him that after 5 minutes it would get very hot and that I had changed my mind and wanted the bigger iPhone instead XMax... he did the math for me and told me it would be about $400 extra, I said OK and choose the color. Just before he charged me he got up and spoke to 2 other sales representatives, they were having sort of an argument among them, They kept me waiting for almost 15 minutes... one of them said he was a "manager " rudest one of them 3. The salesman that was helping me finally came to where I was and said he had made a "mistake" and that he had to charge me close to $600 extra, I was soo confused and so was he, I Called the 1800 number and spoke to a different sales person and asked for a price/ difference. The person whom I spoke to also reassure me that I would pay about $400 extra and NOT $600 she was really , gave me her full name and employee case # soo that the salesman could give her a call about the price . Salesman didn't believe what I waa trying w explain to him. He was more worried about his lunch than his customers. Apple store employee said "NO It's not happening " even though the lady on the phone reassured me the price but It didn't happened. All 3 employees looked at me as if I was an idiot, made me feel soo uncomfortable and so disappointed with their customer service. I will no longer take my money nor business to this store. They honestly don't know what their doing . read more

Lovely young mad helped me buy a protective cover for my new iphone. There were 2 kinds that stick on your phone and he told me the pros and cons of both. Then he proceeded to put it on for me since I asked... superior service. I left with a big smile. Thank you! read more

Horrible customer service. There is no reason for rudeness. If it were once, I would say it was a fluke. But three times in the last two months I have visited the store, twice for purchases, once for repairs. Like many others report, I was sent from one rep to another, and they never seem to know who to send me to. All the while the reps spent more time looking at the iPad than looking me in the eye, and I felt as if I was inconveniencing them. It should never take 30 minutes to purchase a power cord nor should I have to make an appointment to buy an iPhone. An appointment to buy? Today, after 25 minutes of being pointed from one rep to another, I ended with yet another unsmiling and inexcusably rude girl. She was the end for me. I gave up. I need a repair and will go to Mac Superstore on Broadway in Seaside. They are locals and they actually want my business. Otherwise, I'll seek other avenues for buying Apple products or consider another company. Certainly, since the front of store reps have no true computer repair skills and basically just need to know how to turn on a computer, use a phone, and interact with the public, the management could at least hire employees with decent interpersonal skills. read more

Again I would like to echo the statements made by previous posters, that this comment is in regards to the customer service and not the product. Although one say the people you have working for you also represent your product. If that was the case here, I would not recommend Apple products to anyone. My initial problems started Dec. 13th with my SD card slot not working on my macbook pro (13in steel unibody, purchased mid 2009). I called the applecare number to inquire about anything that could be done over the phone. The service here was superb and was nothing short of spectacular. Numerous techs were helping to solve my problems without having to go in store. We were unable to solve the problem and had to set up a "genius bar" appointment. Feel confident when using this service that Apple is doing everything they can to help. When I arrived at the Apple store I was promptly helped by the tech and went through some additional testing to determine if my problem was with the hardware. Testing showed my logic board needed to be replaced and the part needed to be ordered. I left the store happy with that and was expecting to get a call in a few days that the part had arrived. 10 Days later. (jan.23) I had to call the apple store to see if the part had come in. No luck. The part was never ordered. I was told I needed to set up another appointment because the tech that helped previously did not put in the notes that the part failed testing and needed to be ordered. The monterey location is within the only shopping center in the city and it being days from Christmas, takes hours to get in and out of parking if you are lucky enough to find one. 6 days later (jan. 29th) I was able to set up another appointment in the evening when it wasn't so busy. I went in and saw the genius bar tech who did the same testing on my computer and then went on to say he would order the part. He checked his inventory to see that the part was in the store and that it indeed it was. At this point I was a little upset. I asked him if we could get the repair done quicker since the store made an error and can now fix it. He said. "no, as far as I know the reason the part was not ordered was because you requested it not to be." Now why would I do this? Oh that's right I wanted to not be able to use my SD card slot. This was a new one to me. To be accused of causing my own delay. UNBELIEVABLE!! And then to refuse to make right on their error. UNACCEPTABLE!!! I was told he would expedite it and it could be ready in a couple days. 6 days later (jan. 4th) Computer still not done...21 days from initial genius bar appointment with Apple. What have I learned here. 1. The apple genius bar techs may be great with diagnosing a problem but fail when it comes to customer service. Perhaps Apple should spend some more of their money training their genius bar techs on how to interact with guests. 2. If you would like something repaired in a timely manner, go to San Jose or the closest apple store away from Monterey. 3. If you would like to receive acceptable customer service go to San Jose or the closest apple store away from Monterey. I hope the incident is isolated and my trust in Apple can be mended. I also hope those of you on here take note and continue to follow up with Apple even with the smallest repairs. read more

Bad customer service, I grabbed an item and wanted to check out. Every sales rep was rude and sending me to someone else (ending up sending me another person) as I finally found someone he said "something more important I gotta do than this" UNPROFESSIONAL. Worst part was, it was beyond slow.. read more

I love apple products and am a loyal apple customer. I'm surprised, however, at how terrible the customer service is at this store and I think something needs to be done about it. I came in a few days ago because my iPhone 6 Plus was suffering from #bendgate, a common problem that is a known manufacturing defect. I believe my phone started to bend due to warm temperatures during my recent vacation. Anyway, I come into the store, and a sales associate says, "ok we can swap it out, make an appointment with the Genius Bar." So I head over to the Genius Bar and they inform me their next available appointment is in FIVE DAYS!! Have you ever heard of such a thing with apple? I hail from NYC and I can always score a genius appointment within a day, 2 days max. I was very annoyed with he tone the manager, Emily, took with me. She seemed to not care at all that my $850 fairly new iPhone 6 plus phone was bending. She actually told me "well the phone still works, doesn't it"? Yeah... Except it doesn't fit into its case and is therefore susceptible to breaking! She told me if I wanted it fixed, I could simply come in at 10:00 the next day and get on a wait list... I guess they just assume people don't work?! What's most frustrating is that during this time, I counted eight sales associates literally doing nothing, just standing around chatting. Why doesn't the Del Monte store hire more "geniuses" who are qualified to repair items items instead of people only qualified to sell them. I think maybe the customer service problem is due to the fact that there are no other Apple stores in the area, so customers have no choice but to patronize this store. I've never been treated this way in NYC, even the exceptionally busy 5th avenue store, because there are several other apple stores in the city I can choose to shop at, and I think that certainly effects the customer service. I gave two stars because I love Apple, and I eventually did get my phone replaced after much frustration. Please, Apple, just hire better people at this location! read more

Great service! I wasn't aware they fix shattered screens! Made an appointment and my screen was fixed in the exact time they said it would be complete! My iPHONE looks brand new! read more

If you're ready to buy just walk in and check in with the guy that had the tablet, he will add you on the list and have someone help you when they become available. Super helpful and awesome employees made me feel comfortable about the purchases I made. Answered all my questions and made it easy to understand. If you're a student wait till July since they have special offers. read more

Horrible horrible management at this particular store. I brought my product in for repair and two days after I did so I never heard back from them about if it was repaired or not (they claimed it would take between 24-48 hours). So I attempted to call to find out the status. Bad mistake. Nobody ever answered the phone after 7 attempts. Then I eventually got a recorded message that rerouted me to some headquarters that then forwarded the call to the store where my product is....which, of course, rang forever and then disconnected me. Crappy or non-existent management. Do not deal with this store. read more

Okay, so there are 2 reasons why I didn't give this place 1 star: 1) I am sure there must be at least one knowledgeable employee here. 2) I love Apple products I can't believe this is an Apple store. Everyone who has helped me knew less about the products than I did (and I'm not THAT well informed...I came in to GET information), and the manager was extremely rude. Wake up, Apple and fix the customer service at this store. Every other Apple store I have been to AROUND THE WORLD has been awesome, except for the one in my hometown. I guess I need to shop on my vacations :( read more

If I could leave 0 stars I would! Worst customer service I've ever experienced. Y'all should fire that JT looking motherfudger! Next time I'll just have my new phone shipped. S/O to the mexican compa for making it a little better and helping me take my new iPhone home. read more

I came to look for a MacBook Pro charger. I got greeted and the woman showed me where the chargers were but the sales man who helped me didn't ask me questions as far as pricing and budget. He seemed friendly but I wish he would've asked me what can I afford instead of seeing what would fit in my computer and rang me up. I am on a budget and can't afford $79 for a charger. I really needed the charger ASAP since the one that I have is broken and I need to do stuff for grad school on it and also look for jobs as well as housing on my laptop I can't use a computer that has a broken wall charger to it. I would like to have a manager contact me through yelp or I'll try to find something cheaper on amazon or Walmart. Wish this store trained more employees on customer service. read more

Today I went into this apple location and I was greeted by an older lady with white-grey hair. Before even saying a word while I take out my computer she immediately judged me and gave me a disgusted look for the rest of the time I was talking with her. While I tried to explain what was going on with my computer to her she had already decided that it wasn't worth her time to help me and or even listen to what had been going on with it. She was very rude and should not be in the greeter position at an Apple Store. read more

I'd like to start by saying if your not WHITE don't expect much help here and if there was an option of 0 stars i'd choose that. Bad experience after bad experience at this store. Today I got in line at the apple store before opening hours because I understand the wait times are longer because of the health screening we must go through prior waiting in another line just to go into the store or even ask a simple question like, "Do you still carry iPhone 7 plus cases". However my annoyance is with the unprofessional security guard outside and the apple staff that did not step in to help. I was in line behind an older gentlemen and the line started to move forward I took a few steps forward anticipating the older gentlemen to also step forward, but instead of stepping forward he decided to turn around and yell at me to "step back and have some respect" when I was already 6 feet apart and he could have seen for himself because of the markers on the ground and I responded with "I'll respect you when you respect me, just walk forward" and he started to yell at me about his "diabetes" while stepping towards me. All while this was happening your unprofessional security was on his phone. After I settled the situation MYSELF the security guard decided to FINALLY step in a do his so called half ass job. But instead of telling the older gentleman to back up or to stop yelling. He came at me like I was the one causing the scene when he wasn't even paying attention in the first place. Instead of being belittled and arguing with an uneducated security guard I decided to go somewhere else for help. Maybe I just have to be WHITE and LOUD in order to get a little help read more

I think if Steve Jobs knew the quality of service THIS Apple Store was providing, he would probably throw a chair at the manager. This place is hectic. It does not have a personal customer feel to it. I made my genius bar appointment and didn't get served until 20 mins later.... and theres no personalized feel to this place. its a mosh pit. the service is poor, slow, and just unApple like... read more

So far waiting about 25 minutes as a walk in.. pretty busy at 11 am. Just want to have my AirPods checkout . They just stopped charging. Lots of toys /gadgets to play with while waiting.. I think most of the wait issue seems to be people with know knowledge at all about anything electronic.. also lots of senior citizens who cant make up there minds.. lol. plenty of employees on the floor.. "do you have this red ?..but more red?" A lady asks as she stares at the wall of phone cases..patients is the key here.. I have been to many Apple store and all pretty much the same.. fast pace stores like San Francisco move quicker do to the clientele...but overall not bad.. I think many of the reviews are just venting from people with little patience or sense of "I should be treated with respect because I'm spending $1000 on a phone!" People are strange for sure read more

If the stars went into negatives, I would go as far negative as possible. The customer service here is horrible and they discriminate against handicapped people. I went in there today and they could plainly see that I was handicapped, yet they treated me absolutely horribly. I will make sure as many people as possible know that they don't care about handicapped people. read more

Yes i am a Apple lover and will keep on buying their products but the service that I received was far from excellent.

Ryan Smith is a phenomenal employee and has always made my experience the best it can possibly be. He and the rest of the staff are very friendly, punctual and helpful! read more

Last week my husband took in his Macbook Pro for service here. The computer repair was covered under Apple Care. Not only did they de-install his entire operating system, for no reason at all, the computer came back to us with new additional problems. I HIGHLY suggest to all using their repair system to clearly state that you DO NOT want them to reset your operating system, unless thats a specific need. Additionally, we received an email for a bill for the repairs. We were CLEARLY told at the store that all the repairs were covered under apple care. Incompetence, poor service and long waits EVEN with an appointment. Can't SOMEONE in corporate America have their act together? read more

Just had an appointment got there five minutes early but wasn't seen until 15 minutes after the scheduled time. Why make an appointment only to get there and wait? This isn't a doctors office. If that wasn't bad enough the appointment was utterly useless. If you are looking for a solution that involves them upselling you, then this is your store. Want a product that's supposed to work as advertised? Too bad. Obviously the Yelp score says it all. I would've thought Apple cared more about its brand. Genius Bar? More like Dunce Bar. But looks like I'm the one wearing the hat now. :( read more