We bought computers for our business with this store a couple of years ago. We thought we were working with Apple Financial, but now we discover that is not the case, it's GE Capital. Their name is on nothing, not invoices, not contracts. We stupidly believed the business managers assertions about what we were signing, and went ahead. Now GE Capital wants an enormous amount of money from us on computers that we have already paid for. The promises made by their business manager have not been stood by, and the Apple Store in Monterey could care less. Beware. I would suggest doing no business with these people. read more

I have been having an issue with a phone I received from insurance and Ruth was amazing ! I got an upgrade with no charge to me at all! I literally gave Ruth a hug! Thank you soooo much! read more

Went in last night for my appointment. Everyone, but especially, the young gentleman who answered all my stupid questions, were so helpful. Thank you so much read more

I have been to this store about four times over the last few years and the staff there couldn't be more helpful and friendly. They are extremely knowledgeable and always fix my problem and get me back on track. Kiddos to all of you. You make my life easier. read more

I'm switching to a new iPhone. Had made a backup of the old phone in iTunes but couldn't get the new phone connected to iTunes. Last night's phone call with Apple service didn't take care of the problem, I preferred to speak with somebody in person. I went to the store without an appointment. Was greeted very friendly, my name was added to a list. After about 20 minutes I received at text, letting me know that it was almost my turn. I waited another 15 minutes or so at the "bar" and then was helped by Zach. After trying several things he ended up reinstalling iTunes on my pc. That took care of it! Including wait time I was in the store for more than an hour. I only saw happy customers who were glad that they were being helped by friendly and patient employees. read more

If I could give no stars I would. Didn't even listen to what I had to say. Documented the issue for us when I read it they completely fabricated it. It wasn't even what the problem was. The employees have no integrity and were not helpful. My next phone will not be an apple because apple does not stand behind their products. Even when told and shown about the known defect read more

I bought an iPad Air here recently, spending over $1,000 on the product and case. The guy who helped me with the sale was great; however the "I help you set up your new device" guy was pretty lame. He was constantly distracted by his little ear device and made it clear he didn't even want to be helping me. And he made a couple of mistakes! I actually could have done everything myself (as I have in the past), but I foolishly thought that someone the store pays to do this might actually be helpful, nice and/or knowledgeable. I love my new iPad, but I sure wish I could get a refund on the 15 or so minutes I spent with the "helper." read more

I'm standing here in the Apple store writing this, after the "technician" told me he couldn't advise me on how to transfer music from one hard drive to another. "We don't do that anymore," he just said. So much for once sterling service. On top of that, when i called Apple to get my computer fixed, the support person on the phone told me the repair would be free "as one of my incidents." Turns out she must have been reading from an iPhone script, since this was a Macbook problem. I'm a longtime Apple user...since 1983!...but it's been pretty disappointing lately...and the attitudes of the people in this Monterey store are the worst. Customer service is not a priority here. read more

I was totally appalled by the lack of customer service provided by this store. I waited for over half an hour to be acknowledged, I could not get anybody to serve me. Eventually a " technician " saw my frustration and stated all the sales team were busy! Busy talking with each other, looking at their phones, but very little customer service being provided. Your loss , I was going to purchase 2 I watches , wake up Apple, get your act together. I was brand loyal, but seriously will consider your competition. Shame , shame. Shame, I have never been disappointed with Apple until I had the misfortune of going to this store. One star is a token, zero is my real score, get your act together. read more

I visited the store on a Sunday afternoon. That was a huge mistake. I just wanted to look at the different size MacBooks. Ofcouse they stop you at the door, there is no browsing evidently. The was several folks ahead of me so I couldn't just look. I left. I will buy my MacBook at Best Buy. read more

What a joke this place is. You have to set an appointment with a specialist to even purchase something that you have already decided on. I use the term specialist very loosely since when asked anything with any real thought process involved they look at you like you have 3 heads. If not for being an Apple store this place wouldn't have made it a week!!!! read more

Ok, here's the second, and hopefully last chapter, in my Nano log. After I posted my comments, there was a flurry of activity from Apple. The Customer Loyalty Team emailed and called me, as did the Apple store manager. Every thing was going to be made "right". However, my experience was not any better, but the final result was. I did leave with a new nano. Since I didn't know what instructions had been given to the store's staff, nor what was recorded in Apple's customer database, I can't accurately comment on whether or not the instructions were followed. The store manager had told me to check with Anthony, since she was out of the store for training (customer service I hope0. Just to see what would happen, I intentionally went to the Genius Desk for my appointment without asking for Anthony. I wanted to know if any instructions had been record in Apple's database. Without any courtesy greeting, sorry you had go come back so many times or even thanks for being on time for my appointment, the blanked-faced fellow behind the desk looked up my account and then checked the refurbished non-working replacement nano that I was returning. He announce (he didn't ask me) that the nano had gotten wet, which, I assured him, it had not. If I'd have dropped it in water and it stopped working, I would not have brought back. Just like when I dropped my fist nano, which I purchased at the same store, and the touch screen cracked, I didn't return it; I bought a new one because the damage was my fault. At this point I wasn't getting the feeling that the Genius really cared, or for that matter even knew, about my prior experiences at your store, but why should he, after all he's a genius and clearly I wasn't. I guess that fact was posted in my Apple customer account. So, I asked him if he knew who I was to which he said "yah he knew"; he'd read my record. I realized that I needed to move up the command structure. I asked for Anthony. He was with a customer, but after a ten minutes of waiting he came over to me. Again he gave me no real courtesy greeting, no "I'm so sorry you had to come back again", no "let me take care of this right-a-way". Frustrated, I provided him with a short lecture on customer service to which he responded that Apple was top rated by J.D. Power and Associates. I explained to him that the customer is always right. The best response is to acknowledge the customer's opinion and move on. By-the-way, when I check J.D. Power's 2011 Customer Service Champions, Apple wasn't even on the list. Perhaps he was referring to J.D. Power's 2010 Wireless Phone Satisfaction Study in which Apple received the highest rating, which frankly is deserved, but that survey wasn't about customer service. I agree, Apple's products are fantastic. It's the customer service at the Monterey store that's not. At this point I bluntly said "please just give me a new nano and let me get out of here", which he did in an less than gracious fashion after removing it from the box, which he kept (company policy I guess). I really didn't mind; I wanted to leave. In the small world of things I happened to mention my Apple experience to a friend. She said that she got so irritated with the service attitude that she couldn't even go into your store. She asks her assistant to deal with your staff. Hardly a survey, but at least I know I'm not alone in my opinion. read more

UGH! I came to the apple store to the Genius Bar and none of the problems I came there with were resolved. The guy helping me had 3 customers he was helping at the same time. My problems were quite simple. I can't understand why he failed so greatly, but he did. I have to make another appt. to go back. What a waste of time! UGH UGH UGH read more

It first started with a phone call and the lady was very nice redirecting me to the Monterey store it rang numerous times no response I hung up and tried again same thing and being patient. I gave up and came to the store just to speak with someone, honestly this shouldn't happen but it did, the service slow and passed from this person to that one. I own several Apple products but I must say there public relation gets a BIG "O" come on Headquarters you better wake up I don't think you want undesirable reviews. read more

This review is for Apple as a whole rather than this particular store. 2 1/2 weeks ago, I stopped at a Verizon store thinking they could change a battery in my iPhone. They told me I had to go to an Apple store for it, and the nearest one to me is nearly an hour away. I called and had a really amusing conversation with the guy, who assured me their "Battery Replacement Team" would be working diligently to get a new battery ordered for me, and that it would take maybe 3-4 days. I laughed at the "Battery Replacement Team", but this guy was serious! Ok, so I put in the order. Soon after, I get an email telling me it can take up to 2 weeks. I kept saying, "It's a BATTERY, for heavens sake!" Well, 2 1/2 weeks later, I get an email that my battery is ready. I called to make an appointment, because I'm familiar with the crowds at the "Genius Bar". After 17 minutes on hold, the guy starts asking questions, like some phone ID number I had to look up, name, e-mail, etc. I offered to give him the repair number, but he said no, it wouldn't help him. (Makes you wonder what the purpose of that particular number is). Anyway, after nearly promising him my first grandchild and waiting an additional 5 to 7 minutes, he offered me an appointment a week away! I can't make that because I'm going out of town, and they said in the email they won't hold the battery for me for longer than 6 days. I muttered something about buying a Samsung next time and hung up. So, I got to the store, and the guy now tells me I have to leave my phone overnight! Really!!. I told him this is ridiculous! Finally after I ranted at him for a while (and I have to admit, he was patient with me), he said if I could leave my phone for an hour, they'd get the battery changed tonight. Wow! All this for a battery? I told him that Apple has created this horrible process designed to infuriate customers, create delays, and try to force customers to buy new phones rather than deal with all of this hassle. So, I'm going to do exactly that! Samsung, here I come, because I definitely won't be buying Apple products again! read more

I won't drag this out...I have a tendency to type too much. My Wife needed a new phone. We walked into the Apple store without an appointment at around 7:30. We got helped right away. Kendra was our sales rep, J was our tech guy and Anthony was the helpful Manager. They were all awesome. My Wife got a new 5c, her busted 4s got replaced for $99 and they helped me work with AT&T to get a sweet promo plan. Great job guys! We walked out extremely happy customers. read more

The site said they were opened,but a robot said they were losed.This is irritating as sometimes Apple seems like they are doing you a favor by helping you. read more

I spent $1200 at the Apple Store, buying the best I Pad and all the possible devices. I later went back into the store to ask one quick question. The receptionist said no, that my question would only be answered by an appointment. Gee, they surely didn't say that I needed an appointment to spend money there, when I bought the I Pad. I then went to the Verizon store in the Del Monte Center, and they answered by question in less than 1 minute. I would not recommend buying anything at this Apple Store. About 2 or 3 years ago, customer service at this location, was a very important part of their business, but not anymore !!! They also sold me a fancy case, which immediately scratched the I Pad. When I called to complain about it, they said the cases are made by other companies, and it's not their problem. I would rate their customer service a solid F. read more

I'm happy to have an Apple store in Monterey. I have had no problems buying Apple products from this store. However, my experience with getting a laptop repaired was absolutely horrible. Originally, I was quoted 3 to 5 days for the repair but nearly 7 days later, I am just hearing excuses. Despite the work order clearing ordering "fix the darn thing pronto", the service staff felt compelled to call me again to ask, if I really wanted the repair done. English must not be a language understood by Apple's "geniuses". I run my business from the laptop being repaired so being without it for so long really hurt profits and good will with my customers. This repair experience was so costly to my business and personal reputation that I may never buy another Apple product again. Buy Apple products in Monterey, if you must. However, if you need a repair done, go to an independent shop. read more

I have an iPhone 7 Plus and my rear camera and flash stopped working. I tried to fix it myself after googling, (not opening my phone), nothing suggested helped. So I made an appointment here to see if my camera could be replaced. I walked back to the Genius Bar and checked in. Someone came out quickly and started helping me. They ran a diagnostics test and said they could replace my camera for $79. Cool. They say come back in an hour. When the hour was up, I checked back in and someone came out to bring me my phone, I'm assuming a technician, and they said replacing the camera did nothing, the same issue was happening, and suggested I get a replacement phone for like $325. I said no thanks, since I have insurance through my carrier, signed the paper and left. Today, I went to the Sprint store to get my phone looked at, (insurance can't go by what Apple said), and they were able to replace my camera for FREE and, it worked. So I'm pretty disappointed in Apple. I suggest you always get a second opinion before spending money on something you may no need. read more

located in the mall. i guess this is the cheaper side of carmel? wait the address says monterey. no wonder its not as glamour as downtown carmel. okay well apple store. they all the same. displays plenty of different phones and computers to play with and check internet. stocked with everything except iphone 5s like every other store. employees are alright. they helpful enough. understanding. came five minutes before closing and they still let us in. some places wouldnt. just a quick stop to no avail of iphone 5s. oh well. read more

The Genius Bar can be very hard to get an appointment there and for just looking around in there for an iPad or iPhone the can take forever to help you. There reservations for the Genius Bar can be weeks long. Besides there iPhones,When you put your storage space as 64, for me it got filled up in about a month and that too short That's why I don't really like apple read more

Service sucks. That's all I have to say!! Waited no joke 2 hours to buy an Apple Watch. Need to learn customer service.

I dropped by this store to find out about the status on the new battery that had been ordered for my iPhone 6 Plus. ...I had tried calling the store to obtain this info to no avail. During a previous appointment at the Genius Bar I was informed that my battery was indeed dying, and that it would take approximately a week to arrive to order; it has now been a month since this contact. Upon my arrival at the store I was greeted by an Apple employee who - after I explained what information I was seeking- kindly directed me to the "Genius Bar" to find out the status of my battery. After waiting approximately 30 minutes, I was approached by one of the 2 Apple employees working the Genius Bar, who proceeded to verbally reprimand me in a loud and sanctimonious tone, due to my not having an appointment. I was not seeking any special treatment, and only complied with what I was directed to do upon my arrival at the store. I have spent nearly $4000 at this store over the past three months. All previous interactions with Apple employees have been fine, nevertheless, due to this interaction I do not intend to return. read more

Love this store! The staff is phenomenal. I have found them to be friendly, knowledgeable and most of all, patient. I am not at all tech savvy and in my dealings , the staff members helping me have patiently answered all my questions. The one to one sessions are the best bargain in town. In contrast to some of the other reviews, I've had only positive experiences at the genius bar. I came in with a totally dead computer and my back up drive. The genius asked me if I had shopping to do and to come back in three hours. They called me in 2 hours later and said my computer was ready! I've never had to wait long for assistance, I think it depends what time of day and day of the week you go in. I avoid weekends and early evenings. Mornings and afternoons midweek are the perfect time. The training sessions for the computer and IPhone are so convenient and are continually offered. What other company offers such extensive training for their products? read more

Mac power book stopped charging, made an appointment at genuis bar. Arrived early they started right away, Zack found the problem, reset the power, and then sold me a new power adapter cost $61 all done in 20 minutes. I had tried Computerworks on Sunday, when I called their machine stated 12-5 on Sunday, not the case, drove over to see sign closed on Sunday on the door tag, time to change the messages on the machine. Mac is back and working well. Thanks Apple read more

Zach was super helpful. He got my iPad fixed very quickly and explained why it went down. I am very pleased at how quickly my problem was resolved and how personable Zach was. read more

I've enjoyed the Apple Store and the nice employees but recently I went to purchase an Iphone7plus which they had in stock. I wanted the most expensive one. But they won't sell it to me. They won't take my money. Not even cash. Why? Because I refuse to get a year long plus contract with a carrier. I like the prepaid no contract I use and I am willing to pay full price for the phone as I've always done before but this time Apple has sold out and made anyone wanting a new iphone7 sign a contract to be stuck with one carrier. This is corrupt as it reduces our ability to change carriers if we want to and it costs us more money. I'm so disappointed in Apple and every store. I will not give them my money. read more

After shopping around for a good deal I found the Apple Store to be the most reliable and most trustworthy spot to get a cracked display replaced! Went in scheduled an appointment, 10 min I was out! The day of scheduled repair, dropped off phone and no less than an hr later was told to return. Easy and fast and convenient. The two associates who helped me were great and made the whole process very easy! Will definitely recommend to anyone who needs repairs on a phone. You can't beat the price, or the service. read more

Best product ever! The staff is a little brainwashed and clueless but we can let that slide. good store and I'm glad they are in monterey.

Sean@Apple Monterey, CA. Sean is... Just. The. Best. Thank you for listening to my problem. Setting up a super convenient appointment. Not bothering me with random details explaining how or why my phone decided to self destruct and quickly transitioning my data to my NEW device...all while being super chill and juggling your other customers. You obviously enjoy and know your work. You turned my travel disaster into a win. Keep smiling. You're the best! read more

Absolutely Less than Zero Customer Service I guess now all they care about is treating all of the customers like they are part of an assembly line. The staff here are robots with dollar signs only in their dead eyes. read more

I love Apple products and it's part of my daily life. However, the Monterey store, sucks. They are very good at ignoring some costumer and pay 100% attention to others. Everytime I go there, there are new faces and they are very unfriendly. As a costumer, I think I and other costumers deserve better representative from Apple. read more

I wish I got his name but the greater was an ass. I had an appointment at 11:20, was directed to the back table with 4 other people waiting. Mind you I had my two year old daughter. I asked the man how long the wait was because they were already 10 mins behind. I asked how long since my appt was at 11:20 and it was now 11:30. The same man who had directed me was rude and said we are only 10mins behind, if your appt went past it's time would you like us just to boot you out? I could not believe this guy was arguing with me. I was just asking how long because as most now 2 yr olds patience runs out quickly and right now my time was ticking away because they were not properly staffed to handle their appointments. I could go on with the other snide things this man had to say but I won't. Next time I will travel the hour and a half to San Jose. read more

I thought Apple was known for their customer service? I'm writing this review from the line for the Genius Bar. My phone now only gets through three hours of charge without dying, so I stopped by for help. The employee who "greeted" me just pointed to the (extremely long) line. When I asked approx how long the line is, she said "it takes as long as it takes". Gosh, thanks for the observation! read more

This is a pretty nice Apple store, but pretty similar to other locations I have visited. Nothing about this particular location stands out. My boyfriend and I looked at the iPad minis for a bit and that was it. We didn't interact with the staff so I can't comment on that. Overall, nice way to kill some time if you are at the mall. read more

Always crowded, which is a mixed bag. They are in direct competition which AT&T next door which is nice if one doesn't offer something for the Apple phone products the other may very well have it. The folks here are very friendly and professional and we enjoy learning about our products and playing with some of the new tech as its released here. I would say this is the place to get your apple products since you do get to play with before you buy and they will help you set up anything that's purchased under warranty. read more

great service from Jennifer the Mac manager at the Genius Bar. She was awesome the first time i ever got a situation solved that easily for a pixel issue on my iPad screen. Really happy with the result read more

I'm a PC girl. My review is based on a recent experience when I bought an iPhone from AT&T (Monterey). There was a strange glitch in my new iPhone not recognizing my iTunes account (though we could access it on a desktop PC). My AT&T sales person walked me over to the Apple Store. I wish I had gotten the names of the two young men, but they were very helpful and courteous. After trying a few things, the two put their heads together and decided to update the iPhone software. While waiting for this to happen, I chatted with them and I was impressed with how friendly they were. While I joked about being a PC fan, they patiently answered my questions about iPads and variously Apple products. They solved the problem. They told me how to see what FREE classes they had to offer, and I plan to take them. read more

What is the point on making an appointment at a set time, when you have to wait when you get to the store? I made the appointment online far in advance. read more