My family members and I have been to the store on numerous occasions (I reiterate: NUMEROUS). We bought our first iMac at the store, and, instead of wining and dining us, we were treated like pariahs. I can not say more about the rudeness and ignorance of the staff. Employees stand around listening to what you need or are having problems with and have no help to give. The attitude of the staff is what you would expect from a discourteous adolescent. When you come to the Genius bar, not only are some of the staff extremely rude, but often cannot diagnose the problem.We made an appointment the day before and entered the store at the correct time- after notifying one of the staff, we sat there for 2 hours. I finally decided to leave the store and come back later, where I was struck with disbelief when a well dressed man and women walked into the store and were immediately seen by the Genius Bar. When I was finally seen by the Genius bar representative, I was (again) treated like I was insane, yet he did not diagnose the problem. If you doubt my claims, I will tell you: I am not an ignorant or inexperienced computer user, and I am not a whiny customer. The staff at this location has been the worst I have ever experienced out of all the Apple stores I have been to in the states. I have recently purchased 2 new laptops at the Apple store in San Jose (as well as using their Genius Bar) located in Valley Fair Mall, which is always packed with customers, and the service was amazing and the Genius Bar does not treat you like crap. Trust me, don't give your service to a store with employees who don't care. You are far better off driving 2 hours to the nearest Apple store than to go to this one. read more

It doesn't take a genius to know that it should not take 5 hours and two trips to get a battery for an iPhone. This process needs to be streamlined. Pack a lunch if you drop in. read more

Incredibly slow service. Waiting over an hour and a half for a scheduled reservation. What happened to staffing for a new product launch? I thought I'd save time booking a reservation online at a small mall store than fighting the lines at the Union Square store in San Francisco. My mistake. I won't make it again next year. read more

i bought 2 mac book pro today. peter helped me and he was amazing..he was outstanding and great customer service. love my new mac book..

Only reason it got a star is because there isn't an option for no stars. Apple tech on the phone is great I made a new friend a skydiver even he's hella cool. This guy tells me that is doesn't sound like my battery is the issue it could either be my charger port or the wires from the port to the battery. Great so I can get that repaired while I'm still in my warranty side note my warranty is up soon because the Apple Store fucked up on my date of purchase and told me I got my wedding present (the iPhone) in August. I sorry but I got married in December with an iPhone 4s I didn't get great quality pictures of my wedding with an iPhone 4s that I could've got with my 6. Not only did they mess up my date of purchase they messed up my name and my state. Apparently according to my phone in Joshua from Portland Oregon. I'm Tori from California. -_- before I went in to Apple I tried several different things to resolve the issue with my super nerd husband and Google I could figure this out. I reset the phone and clocked my battery time four hours without power saver mode and six hours with it on from 99% battery life. That's an issue while this test was running the only thing I had open was the stopwatch on my phone and I wasn't engaging with my phone at all. My phone also gets very hot to the point where the adhesive sticker on the back of my phone over the Apple logo is so melted that can be moved around. His response phones get hot. My phone dies within the time I start work and end it. Not like I could call my husband to let him know I've started my commute or ended it. Again an issue. After trying everything thing I could think of finally I went in with an iPhone six to Apple care They run their diagnostic and tell me it's not the battery my battery scored 103% okay. And that my two most used apps are Facebook and Pokemon go. Well duh I literally only have Facebook Pokemon go and a joint calendar app it's no secret if you have three apps they will take up most of your battery life. So I proceed to tell the guy it's not the battery is not a software issue is a HARDWARE issue. My husband works on phones and tvs and computers for both hardware and software. Just a helpful hint to Apple you do actually have to open the phone up to see if there are any hardware issues. Your online test is bullshit. After getting very frustrated with this guy who is continuously telling me he's been with Apple for years and that he is being very factual. I agree to again reset my phone for about the sixth time. He send me on my way because he truly believes his reset will do something more than mine. On my hour drive home from the Apple Store I have my phone plugged in because it's at 20% and I need it for gps. My phone again gets hot. And because all of my tests were so dismissed and ignored and disrespected I call up Apple care and talk to a very nice southern woman who tells me not to put my phone too close to my face and is genuinely concerned about my safety from an apple product. She proceeds to tell me that I should go back into the Apple store when I have my appointment and get a new phone. She told me that no Apple associate will allow me to get hurt by my cell phone. Well Mr. yellow iPad man you did allow me to get potentially get hurt with my own cell phone. If I wasn't still under warranty and could possibly resolve the issue with Apple I would have already fixed my phone as mentioned my husband is well aware of the issue and can fix it himself. But if I enter my phone to fix my hardware issue my warranty is over and invalid. So I will go into Apple next Monday and hopefully get this issue resolved. read more

Terrible service. And an elder women whom was helping us, have us attitude. I came Into the store to get my phone fix and the wait was 5 hours long. And I came with my chargers to get replaced and they said they couldn't replace it, because the damage was done by rodents! I have a pet animal and they assumed it was a rodent. Terrible service and rude people! read more

This Apple Store needs new staff and new management!! I went into get my iPhone 6 battery replaced. Yesterday I was told to come back in the morning because they were too busy ( at least 10 red shirted employees were standing around talking to one another with nothing to do- yet only 2 working at the Genius Bar). I was told I would get wait listed if I came back and it would be about 15 minutes. I came back in the morning and was wait listed for 4 hours!! I then came back and was told they don't have my battery and it would be at least 5-7 days before they would get one in. First of all, they could have told me before I waited 4 hours ( and the day before as well) that they didn't have the battery available and it would have to be ordered. The staff is so full of BS and Clueless-always! Apple slowed our batteries down with software, made a statement saying they would offer replacement batteries for $30 ( rip off- they screwed up our batteries and phones to begin with) and said they would offer these batteries beginning January 1st. AND NOW they don't have any available! We have many Apple products and have been loyal to this company and this Apple store location. This is a horrible way to treat your customers!! read more

What crappy service! The only reason to give them 2 stars was due to the fact that when I walked in on the 23rd, they were able to quickly get me to a Service person and I was out of the store in around 15 minutes. Of course that is where the good part of this ends. I get home only to find out is not set up for Verison service as I had asked for. Because the Apple Store is 30 minutes away, I have to take part of next. They were pretty quick in getting the card brought onto the floor,however, the associate that was helping me was more interested in his conversation with a buddy then helping me. Instead of taking the extra minute to swap Sim cards for me simply flipped me the card and said "here you go" and went back to his conversation. He looked a little shocked when I ask for a manager at that point he told me there was not one available. When I stared at him he asked me if he could get someone else to help me and at this point a female came from the back. Call she was courteous and justifying/explaining her concern about the issue she did not offer anything to make it right either. She then. Shocked I would but eventually agreed and also kicked down a set of earbuds. I completely get mistakes being made, I'm just always amazed at how poor customer service has become these days. Not Every situation mandates you to comp something for your troubles, but when someone comes in trying to get corrected a problem that your store created you would think they would go out of their way to make sure things were handled better the second time around read more

Awful. Rushed here one night (my time is limited) and was told I couldn't have an appointment until a few days from now. OK, can I leave the (heavy IMac which I had to carry a few hundred yards from the parking lot) computer here and you give me a call? Nope, not the way they do things. My wife calls them up for an appointment a few weeks from now (the next time I can get to Monterey) and they say they can't see the schedule more than a week ahead of time, no can do.. What? Love the computer but it's going into the trash, simply because these morons don't know the good old way of treating customers. Apple will never get another dime from me. read more

If I could give zero stars for this places customer support I would... this type of customer treatment is not acceptable. Extremely rude and sarcastic especially the girl with the dyed hair. Never go to this store if you have to drive a bit more to the next store I recommend you do so. read more

I believe in Apple products and technology, but I just recently experienced a problem with this store. I purchased an iPad and was hoping to sign up for a "Getting Started" workshop. I found there are not many offered. When I called the store the Apple Representative was impersonal and less than concerned with helping me. There is no overflow list to help them determine the need for offering more classes. I am disappointed. read more

If there was an option for 0 stars that would be my 1st choice. The absolute worst service ever!!! Anthony the senior Manager and the "Genius Manager" (did not give us his name) treated us like were below them, basically they diagnosed my phone while in my hand did not touch my phone what so ever. They assumed that it was physical damage when there was clearly no physical damage to the phone. spoke with apple care for 6 hrs and finally was able to speak with a supervisor who approved for a replacement phone. This will be my last purchase from apple due to there poor customer service. read more

So just got done w/ the charging port in my iPhone. VERY pleased w one of the employees Hyman. Got the job done quick unlike last time I was in the store, slowest service I've ever gotten and too disrespectful. Thnx hyman you're a real one. read more

Amazing place! They have everything!!! I just love it! It's gettin' a five stars from me!

My girlfriend went to the apple store to get her i phone fixed. They told her it was impossible and gave her a sheet of paper redeemable for a new iphone for the upgrade price $150. Well we sent the phone to her relatives in the Philippines where they fixed the "unfix-able" phone . we went back to redeem the coupon and were informed that we needed the old phone. I was pretty angry because we were never informed of this prior and i asked them why they need the phone and they responded its protocol. So basically they want more money. they wouldn't let us redeem the coupon. so we used one of my relatives upgrades at best buy and got an htc way better experience. read more

How could there be bad reviews.....staff is great and they are fast and real problem solvers.

I made my appointment online (via Apple Genius, connected to my Ipod Touch 2G) for a Saturday at 10 a.m. Same day the iPad 2 came out. I got to the store extremely early - the agent checked me in but told me that there were appoinments until my time. I strolled through the store and overheard a conversation where a lady was 20 minutes late for her appointment but was fit into the schedule. I strolled around the mall and came back at my appt time. When I arrived someone without an appointment was speaking with the repair technician so I waited again. After about 10 minutes he was free. He asked me about what my appointment was about and I said it was for my iPod Touch. He said he had another appointment soon and he wasn't supposed to be working with the Touch (MAC only) but he could see what he could do. He hooked up my Touch to the computer and told me that it was a 2nd Generation Touch and that shop did not do repairs on them. I was SOL. ALL THIS FOR NOTHING. DON'T WASTE YOUR TIME at this place. It's okay if you want to buy something or get something repaired that has a warranty on it. They can't even give you a name/contact info for certified repairmen in the area. Just after the $ - nothing more, nothing less. Thanks Apple. read more

My review is equally about service received form Apple corporate support as well as about this store specifically. My wife and I had to make two trips and wasted over 4 hours to get batteries replaced in our two iPhones 6s. During replacement they messed up my protective front glass and could not replace it. Also a bit of dark goo-like stuff was showing from some edges. Another surprise -- apparently Blue Tooth has been defective in my phone since I bought it new -- mind you -- for $700!! And of course, the only option is to replace it with refurbished phone -- that sure feels right when still paying installments for a new device! Mind you, we were loyal iPhone/iPad users who had started with the very first devices, and now on third (or fourth, I lost count). Hey, Apple -- we may or may not stay with your devices, but one thing for sure -- you have lost our loyalty. Btw, dudes working at the store -- clean your fingernails -- that's just a basic hygiene. read more

I had a problem with my iPhone 4S which was still under warranty. Made an appt. and went to the genius bar. My phone hadn't been holding a charge. The first appt. went okay, and I left with an assurance from the genius that the erasing of the phone would handle the diagnosed corruption. Still didn't work. Made another appt. for the next weekend, and had an unfortunate experience. Let me say first that I am 62, have gray hair, and can sound pretty unsophisticated in the PC world. Coming up to the bar, after checking in with the appt. checker, I was asked three times if I had an appt. and had checked in. Josh, my assigned genius, checked the battery, which was above 80% and said that there wasn't anything they could do until it was under 80%. He elaborated that that is just the way it is when things are updated, and I would just have to tolerate plugging it in two or three times a day. Luckily, my 28 year old son was with me, who just simply said, "That's funny. I have the same phone and it doesn't do that." Josh replied that maybe they could do another diagnostic and see if the phone wasn't turning off in the sleep mode, thus causing it to use up energy much faster than it should. He then did a "firm erase" which cleared it. My point is that I was marginalized and told to just live with it. Only when a young person expressed incredulity was it dealt with, even after a second trip to get help. I am unimpressed by the customer service at the genius bar. read more

This is my first time writing a yelp review. I have never felt it necessary before; however I have just had such bad service it needed to be shared. I had an awful experience here getting help to get my computer fixed. I was told my computer would be ready in 3-5 days. I was a little hesitant at first because I am a full time student and my job also needs to be done through my computer as well. My computer really needed to be fixed though. (It had never really worked properly since I bought it in the first place).Monday the apple store had called me saying that they needed to erase the current software on my computer and install a new one. I had called back saying it was okay and they said it would only be a few hours. Tuesday came along and I had nothing. I called again (for the second time, having to talk to the automated voice system for too long and then listen to music that sounded like the screeching of chalkboards only to talk to a representative from Apple care, who were actually very nice). Then when I finally got to talk to a representative from the Del Monte store the girl who answered (I wish I remembered her name) was very rude to me. I have never had such bad customer service in my life. Today came along and I was called again by the Apple store. Having missed the call I had to go through the whole automated voice system AGAIN. The representative from the Del Monte Apple store had told me they were waiting for me to give them permission to erase my computer. I had told them that on Monday! So not only was I talked rudely on the phone to the day before, but I had just learned there was a huge communication problem and I could have had my computer back on Monday. Like I had mentioned earlier, my job is on my computer, so not having it for this long has been extremely difficult. This whole experience has really upset me. I have always owned Apple products, but this experience has made me start considering to get a Windows computer next time. read more

Whenever I go to an Apple Store, the workers are typically witty and likable individuals. Definitely not the impression I got here. The worker who helped me, Adam, seemed like he wasn't witty or likable enough to be in a less obscure Apple Store. I had a simple issue and explained how I needed help, and I was referred to Adam, who handed me a charger and told me he would find me a technician, even though I explained that all I had to do was plug in another charger and see if it worked to determine whether the problem was a problem with my computer or the charger. I stood there and waited as I watched Adam joke around with a customer, not setting me up with a technician. Not the best experience, since Adam didn't seem capable of telling me where I could find a charger to try, let alone help me solve my problem. If you go here, you'll probably be referred to someone incompetent who will struggle with setting you up with a technician even though you do not need one, but probably just because the Apple Store in any relevant location rejected him. read more

this is the worst apple store ive ever been to. first off, they're not taking any current appointments so i had to wait an hour. told me they were ready for me then made me wait another 3o mins. rude customer service and super disorganized. i actually took the time to make a yelp account just so i can give this place one star. i have never been so displeased before in my 21 years of life. apple get your shit together, this place needs help. read more

Ewww this people are so rude. I talked to their manager Tony Cuellar. Worst customer service I had ever got. My product is under warranty less than 6 months old iPad totally mess up. He didn't even looked at it just blamed it on me and told me it was my problem it wasn't working not his. I explained the material which this product was made is defective and should be addressed but he continued been rude and hurried me out the store. I demanded to talk to the supervisor but no one came. He did said her name was Diana Sanny. To think of the 2000 plus I had invested this past Christmas buying a piece of trash for iPads and iPhones and to be treated so poorly when there is clearly a problem with the reliability of the materials they are using to make the products and to not take a second look to do anything to fix the problem makes me disappointed. I will not come to this store again nor trust in apple products. Cheap materials I feel robbed by all the propaganda they sell. Customer service in apple sucks. I don't recommend the products to noone. It doesn't deserve not one star. read more

this review is centered around the customer service and not the products. if you want mac products, you can stop reading and go elsewhere, like monterey bay computerworks if you are local to the area. nobody is perfect, but customer service should be a no-brainer. at this apple store, you're not going to find the most knowledgeable staff. sure, you'll find a lot of them, but they don't know very much about their products except the most basic elements. if you've done your research (and i'm sure you have if you're shopping for a mac) chances are that you know more than the staff at the apple store in del monte center. plus, you end up having to deal with mall parking, the glory of teen-shoppers, and a bunch of lookie-lou's wasting time meandering through products they aren't going to buy while you wait for a less than competent staff person that more-than-likely has to ask someone else to help fulfill your request. just go elsewhere and save your time for happy-hour. read more