Went there twice to get a phone screen replacement first time the serial number didn't match up they call me back in two days i had a family emergency after i left when i got back didn't get a call back then i went in the second time to same issue the serial number didn't match the two days waited still nothing i wasted my time going there i went to a phone screen replacement place quoted me half of what apple was charging and did it in half an hour i understand my phone wasn't under warranty but don't waste my time and say you call me when you didn't even try i went there to keep it original but it got the point i can't count on them no more i rather outsource it somewhere else and get it done without the headache read more

I made an appointment to have 2 devices checked. I had to wait a week to get in. There were 2 lines, one if you had an appointment for service and one if you were just dropping in to buy something. Guess which line did not have to wait? They had plenty of employees to help you make purchases. Your scheduled appointments required you to wait. When I did get in it turns out that my appointment had only been scheduled for one of my devices and I had to fight to get them to look at the other one. I was very clear about scheduling an appointment for both of my devices during my initial phone call. You can't blame this one on Covid. So they sent out my laptop to be fixed, which would take an additional week and a half (we're talking 2 1/2 weeks without my laptop now) and wanted to charge me $300 for a swollen battery in my iPad. This iPad was brand new a year ago. I buy Apple products because of their service but not if it's going to be like this. read more

I came here because my IPod touch would not reset. I had an appointment at the genius bar and only had to wait because I was early. They fixed it in about 10 minutes, and I saw them fix several other things for other people, too. Best of all- no charge! I couldn't believe it was free. I even saw them give a brand new IPhone to a girl who has having problems with hers- for free! The guy who helped me was really nice, and so were the rest of the people working there. read more

I guess in a way, I owe this store a review. I had my MacBook Air for about over 2 years and I loved it till the day I had to part way with it. I went into this store on a random Thursday night ready to buy a new one to replace it and they recommended I go for the new MacBook Pro. Easy, quick process. Plus they gave me a student discount. Fast forward to a month later and for some reason my MacBook wasn't working up to par. I went in, spoke to a worker there and they got their manager, Ariel I believe her name was to approve the exchange to swap my MacBook for a new one instead of them trying to fix it. Easy peasy and everyone was all really nice helping too even though I was being a hassle. Fast forward to four months later (Today), I brought my laptop in wanting to exchange for the what I thought was the new version. I know how technology is constantly changing so I didn't want to be so behind when I had just bought a new laptop! I go in on a whim seeing if they'd exchange it for me for what I had thought would be the newer better version of my laptop. Paired with a manager,Ariel once again. She listened to my whole speech on how it's only fair I should be able to exchange it and even though I was so wrong though out my whole argument, she listened patiently and just went with me. She approved for my exchange and paired with another worker to make sure I got the laptop that suits me best. THIS GUY COMPLETELY SCHOOLED ME IN TECHNOLOGY. I went in thinking I knew exactly everything about this new product and left face palming myself. I ended up keeping my laptop instead of exchanging because that would be a stupid mistake. But I really appreciate the customer service that they're willing to provide. However, not all of us are trained to be Apple experts so I don't like how they'll make you feel dumb about how you interpret a product. But then again it could be my ego that's bruised because I think I'm a know it all. read more

All these guys in green shirts standing around and I still have to wait in a long slow line that only has 2 attendants to be "triaged" in order to talk to someone. I've been third in line for 15 minutes already. Wait times are as bad as a hospital. Was told it could be a few hours before I get to talk to someone. Who has that much time to wait?? They end up giving me an appointment for tomorrow so I have to come back again. Great (sarcasm) read more

They have a deal for students that attend certain highschools with 10% off plus free beat solo 2 wireless headphones. That's a $260 headphone ! Cool right? But not all the employees know this. At least the person we dealt with didn't know. She thought it's only for college students. So ask questions. read more

I had an awesome and perfect experience at the genius bar! My 2007 MacBook Pro's logic board/video card went out. I scheduled an appointment online the night before and was able to chose when to come in. My MBP was 4 months out of warranty but evidently there was a recall on the part - quoted at $902 for a repair and replacement! The guy who helped me said it was not going to cost me a dime! Dropped my MBP off at 12:30, was told it might take 2-3 days but that they had a lot of technicians there that day so it would be ready in a few hours to be picked up. I got a call at 1:30, only an hour after I dropped it off, and was told it was fixed and ready to be picked up! ALL FOR FREE!! Great experience! read more

This review is of both this Apple Store and the one in the Valley Fair mall, in fact I think it's safe to assume that all their locations would get high marks. Apple KNOWS customer service. Their employees are friendly, polite, organized, and willing to help. They also seem to never have a shortage of employees, insuring that my wait time for the Genius Bar is never unreasonable. I've been to the Genius Bar at both of these locations several times and have NEVER been let down. The "geniuses" are knowledgeable, patient, and always solve my problems, FOR FREE everytime so far, and I'd be more than willing to pay for equipment or specials services if required. Customer service is less than desirable at a lot of establishments these days but Apple is a shining example of how things should be done. Thank you Apple. Keep up the good work. read more

I love Apple products and I have to give this store 5 stars! Every time I go in they are so nice and helpful! I think Apple should extend their training program to all mall employees. I have gotten help without an appointment on a busy day and the appointments I have made with the genius bar have been pretty quick and definitely helpful! The only downside is the store is small but I hear they are moving to a larger store. Much props to all the employees doing such a great job at customer service and moving customers along in that tiny store. I also LOVE my iPhone and MacBook!!! read more

So ... I went here yesterday trying to fix my iPod even though my friends told me I needed an appointment. They were right. A girl helped me make an appointment for 1:20 today. I get over there and walk in at 1:32 and nope, denied. Appointment given to someone else. I know, it was my fault for being late (actually the mom of my daughter's friend made me late but that's ok, whatever) but the same girl from yesterday was hella rude about it, like there was no way she could squeeze me in. I am an android phone person, not Apple but my iPod is my life when it comes to music and it kinda sucks that Apple has me by the balls in terms of getting it fixed or replacing it. I am going to another store, probably Valley Fair to see if they can help me. I don't have any experience with any of the Apple stores but so far, I won't recommend this one to anyone. read more

They don't upgrade iPhones after a certain time. In other words, we don't want the business because we don't want to work the last hour of business. Terrible "policy" guys. read more

20 minutes of waiting to buy a phone 1 hour before closing with minimal people in store - just buy online they don't know how to run the store here- or apple is slipping on figuring out retail. poor read more

Went in to get my keyboard I ordered online for in store pick up and was not helped or greeted by the employees working the entrance. Asked an employee who pointed me in the right direction as to who to speak to for my up and that was fine. Went to the front to get some help afterwards and was not even acknowledged. Waited for about an hour, decided to cancel my order and walked out. read more

Worst customer service I ever seen , one of the employees with a name of joys or something like that did treat me like a shit basically he was saying F... you . That store doesn't deserve not even 1 star. I hope some of executive read this review because there is a lot of work to do to fix customer service at this location . I will switch to android from tomorrow. read more

Just called the store asking for inventory on the 5S - 16MB and this woman (Adriana) eventually answered. She was extremely rude. About a year ago I had a situation with another woman (frankly I could be talking about the same person - An overweight red head woman) while in the store and it was no fun! I suggest people go to the Los Gatos store ..... a much better store! read more

I would have said "0" if they had the option. I came to the store to transfer my notes from my iPad to my iPhone. A guy named Chris assisted but he should never be allowed to help in that store because he dumped all my notes , not saved in the cloud and now gone forever. Another tech tried to helped but could not recover anything. These notes were very important, that's the reason I went to seek help from the experts. They shouldn't be called geniuses because they are worthless. Then they asked me if I saved it in the cloud, if I knew how to do that then I didn't need their help. After all that all I heard from the 2nd technician was "sorry". That guy Chris who lost all of my work did not even say he was sorry. read more

First of all, with what looks like 15 employees working at this shop...no one greeted me or 3 others near me when we walked in. The Asian guy that I had to ask for help who was just looking head down on his iPad was completely disrespectful and was a complete douche. I contemplated whether to say that will take my business elsewhere. I didn't need that macbook cord that bad. Overall customer service was bad. Never again. read more

We came in for a diagnostic check on my boyfriend's iPhone. Unfortunately he was outside of the warranty period and was looking at needing to do a hardware swap which would've cost him $300++. After talking with the tech and manager, they took care of everything for him without charging him a dime! They were very professional and courteous and dealt with our frustration with grace. Definitely recommend going here. read more

Apple products are overrated and over priced. Sure they make a good product when everything is working but when you've an issue forget about getting good customer service. It seems that all the Apple Stores and their employees treat you like a number especially making an appointment. It doesn't matter. They put you to wait on those center tables waiting for a genius to show up but most likely if you have a product that is out of warranty or old. They will focus on not supporting or repairing. If you're stuck and feel there is no hope but to drop a load a money on a newer product. It's like you're on hamster roll. Good luck on the rotten apple! read more

My daughters MacBook Pro went black the other day and after spending an hour on the phone with technical support... It still wasn't working ... So I got to the Apple Store before they opened and hoped they could take me as a walk in for service. Anthony turned on the machine... And it worked! He explained how it could shut down automatically and reboot.... If it overheats. Tech support never said that... He ran a full diagnostic test on the computer and made sure everything was working before I left the store.... And it was all free of charge! Their customer service is awesome and Anthony was a very professional "Genius".... Thank you Apple! read more

The service I received in this store was incredible. Every person I interacted with was professional, helpful and knowledgeable. My hard drive crashed and I was able to get an appointment within an hour. When I arrived at the store with my two young daughters in tow while carrying my computer, they helped me w/ the computer right away and said next time I can just call and they help me in the store w/ the computer. Wow! Oscar and Jayson, the geniuses I worked with were sympathetic about getting my computer fixed. They worked with me patiently, talked to my husband on the phone and ultimately got our computer fixed by the end of the day. They worked with his team efficiently and effectively to provide a wonderful experience and a happy Mac. read more

Will never shop here again. I received a notice to replace the power adapter for my MacBook Pro (which I learned is a fire hazard) and i spent at least 2 hours in this place. This was supposed to be a simple *replacement*. The first time they put me in the queue, I waited at least 30 minutes and they asked me if I had the serial # of my laptop !!! Why Apple did not tell me that before... The second time was Friday 12/02/2011. I had everything ready, they put me in the queue (again!) and I realized that there were people coming after me an were serviced first. After 45 minutes I got really upset and asked for an explanation - they told me that I was not even in the system ! I waited a little longer (I was not coming back a third time) and when it was my turn the technician told me that he did not need to see me because this was just a component exchange. I was out two minutes later with the new power adapter. Bad management and disrespect for people's time. Apple should take note. read more

Staff are totally overwhelmed and act like you should haveno problem waiting indefinitely for service. They seem to think people should be grateful they agree to assist them at all. This is not normal Apple service and not worth they price I paid for this device. 25 minutes for a bum power cord and I still don't have a replacement. The device is less than 30 days old. read more

The people here are extremely arrogant. Hardware on my Macbook failed within the first month. I came to the store after being directed by an Apple technical representative online. They knew product had both warranty and AppleCare on it. The first question was not 'how may I help you?' but is the product under warranty? Wow! Way to offer good customer service. Then the Genius attending my case messed up the serial numbers. May be that is why they call them Geniuses. They had no estimate on when the parts will come in and when the repair may be possible. Overall a very poor experience. read more

After my screen broke on my iPhone 5c I decided to go to apple store to get it fixed because I had a horrible experience at a phone repair shop with a previous phone big mistake the people at the store where totally rude they told me that they could see me that day at 4 to fix the screen for $160 I was like ok so I go to get booked and the guy tells me they don't have the tools wtf and he tried sending me to an apple store like 30 miles away I stormed off I've had enough thankfully I found a great phone repair shop read other review with all these bad experiences with apple I'm finally done with them as soon as my contract is up it's not just the the store the it's the company as a whole you'd think that with the iPhone being in it's 6th generation they'd fix the problem with the screen that shatters if you even look at it wrong!!!! read more

Every time i come to this location, i always get rude, snobby, and unfriendly employees. This is the worst Apple store i've been to because all the employees here are not helpful and fake. i wish this location would hire more friendly people to work here. read more

The employees are friendly and the technology is great. Looking forward to next gen of watches - hoping for good cell reception / connectivity read more

Bought a brand new Macbook Pro and had software issues. Took it in, and the Geniuses reinstalled my software. No complaints except for the fact that the employee handling my computer threw my laptop around like a worthless slab of aluminum. This really made me angry because Apple computers don't come cheap. read more

When I received my iPhone 4S from AT&T just after launch I noticed some issues with it. I tried to go exchange it at an AT&T store but they did not have any in stock. They suggested I visit an Apple Store and low and behold they did have them in stock. I went in, the sales associate simply traded mine out for a new model and I was on my way! Great service and friendly staff. read more

Hmmm. Like most Apple stores, this place was insane with customers. It could be that we came during Xmas shopping season, which is really never a good idea. But with all of the staff members that were in there, you'd think they would be on top of that. After contacting an employee to try to get us an appointment, we soon found out after waiting for 20 mins that he didnt even put us on the list. I understand that its the holidays and pretty much insanity at an Apple store until after the holidays, but really...you should be bringing your a-game. read more

If I could give zero stars, I would. I used to have really good experiences here. Until today when I came in with my stepdad. Both of our issues are caused by the new update. I know they are, because I know what a hardware issue looks like and what a software issue looks like. And our issues only happened after updating. Hmm. So we get there, and it's 1:20. The check in person explains that there's a few people ahead and the wait time is 1 hour and 50 min. We're not happy, but our phones also aren't working, so we wait. We walk back in at 3:30 because I haven't gotten a text saying they're ready for us. The same technician girl says that they still aren't ready, and it will be another 40 minutes. We're upset but decide to wait it out. 20 min later I get a text that they're ready. When we go to check in for the THIRD TIME, the same girl says "I don't know why you're getting those texts. We're not ready for you. It's actually saying here that we can't see you guys until 5:30." 5:30? Wtf? I understand that we were a walk in, but in the 5 years I've had iPhones, and the amount of times I've come to the Apple Store with walk in appts, I have never, EVER had to wait that long. So my stepdad gets upset and tells the girl that apple has wasted our time. She then gets all defensive and says "I told you guys the time is fluctuating. You had fair warning. Don't get upset at me just because you didn't make an appointment." What a f*****g c***. Never again with this store, and if I see her again you best believe I'm complaining about her personally. read more

This is the worst of the worst Apple, being the worlds largest most expensive tech company with its Apple stores needs to rethink its customer service ..and by rethink I mean learn how to offer it ..on this visit I went in to purchase a replacement for the $169 charging case for AirPods ..it's a $70 dollar item. I was told that I could not it I would have to make an appointment to talk to a genius..and that would be a week or more..seriously Apple this is why people are sick of your attitude towards the people buying you overpriced products..you lack of any customer service at all Having been a loyal customer forever, having owned ever iPhone, Mac book, Mac book pro, every iPad and now iPad Pro..upgrading every product.. a watch, every Apple TV edition this lack of customer service is your biggest problem. Seriously shop anyplace but at Oakridge Apple store... anyplace Apple needs to learn how to treat people who are trying to spend money ..lots of money .. get it together read more

My iPhone5S charging cord wasn't charging my phone. I went in yesterday morning right when they opened and I was in and out! After verifying my serial # on my phone, they exchanged my cord with a brand new one, we checked to make sure it worked and I was on my way. read more

ZERO stars!!' AVOID this Store!!! Support here is the worst ever.. I have my iPhone 6 brought here 3x In less than a month with same issue (Flickering, Hangs) and every time they always says the same thing They will give you run around excuses not to replace your phone ( Gus is the name of person) they fix It for an hour and problem come back again and they fix it again and again.. Really dumb and stupid the way they do their support.. So After 3 consecutive times I had enough and complaint to manager.. Who is also a dick.. It cause me too much frustration and stress... their support team are a bunch of wanna be smart IOS experts.. not even worth to get aggravated... Go to Stanford or Valley Fair instead! read more

Apple use to be all about customer service and provided solution. I have been an apple fan since the 1st iPhone generation till now, and always consider an apple guy until today. My iphone 6 having problem with home button along with other issue of screen. After verified the issue by apple tech, they refused to provided the replacement. Yup, I have to come back for them to replace the screen and home button. Even after explained of my busy schedule and not able to bring it back anytime soon, Ross (store manager) refused to get the unit replaced. I know what will be my next phone...android. read more

Still sitting in this store as I write this review. WORST CUSTOMER SERVICE I've ever experienced anywhere. The guy who told me to come back an hour later and that I would be helped was alright. But seriously, over 2 hours to get any service?! I've worked in customer service for over 10 years and this is just unacceptable. My first time at any Apple Store and now I know why I'll never be back. Not once did anyone even come up and say that they would be with me in a few minutes. Watched patron after patron get service before I did. Ended up just walking out. Save yourself a trip and find another store if you need help with any Apple products. read more

I had the misfortune of having had gone through 5 iPhone replacements and still not getting the problems solved. The genius bar folks have so far been unable to find out why my phone batteries drain in less than 5-6 hours, sometimes even faster, with minimal usage. They're also at a loss to explain why half of my calls drop within the first 2 seconds. One suggested that I not sync with iTunes on my PC because there may be corrupt files. I also don't understand why they would not budge to give me a new/unused phone as replacement. All replacements had been refurbished ones. It begs the question of why there're such a plentiful supply of refurbished devices to begin with! Like most other Apple fans, I love everything Apple. But I am a disgruntled customer at this point. J read more

So...i dropped my iphone on a linoleum floor and it chipped the screen...i went to scratch what i thought was a spec of dirt and craaaaaaack! I completely cracked my screen from top to bottom. I was devastated. I went online and checked out some blogs to see what i needed to do. A few posts said i would have to pay $199 to replace my phone or send my phone to a 3rd party repair shop. *tears*. I went ahead and called the Apple Store in Oakridge, made and appt, and was on my way. Upon arrival, I was greeted by a young genius, Kent. He asked me what was wrong with my phone and all I had to do was show him the crack. He proceeded to look up my info and was telling me that my warranty would not cover this damage. I was reaching into my purse when he started to speak the words I would never forget. He said..."Well, I can replace your phone for you at NO CHARGE!" I almost lept across the counter and hugged him...but I didn't want to risk scaring him and changing his mind. I graciously thanked him about a million times. Within 10 minutes i walked out with a new phone in hand...also with a warning that i should be more careful. The Apple Store in Oakridge is organized, friendly and very helpful. I definitely recommend going to Oakridge as opposed to Valley Fair. read more

I came in for an apple watch today, Sunday May 17 @ 5:41pm. Had the most horrible experience with a customer service rep. named Mike. Mike was not very helpful, unfriendly and arrogant. He did not want to answer any of my questions. All he said was the watches sold out, if I need any information go to their website instead. Is that Apple policy treating their customers when they have certain product sold out? Mike is one of the bad example but I think the store manager is the one who responsible for not training their employees!!!! read more

I'd like to rate 0. But I can't. I'd like to follow up the story. Now, bay area is going to rain season. The display is becoming worse daily. I sent my iphone 6s to the apple store again. This time, the clerk told me that the phone is out of warranty. If you pay 140$, they can fix it for me. I paid 140$. It fixed. And they told me they didn't know why it has the issue. My impression for apple: 1)if in warranty, the clerk/manger is tring his best to find out reason to reject you for repairing. Makes sense for apple. 2)After warranty, they tell you the truth. Anyway, you've to pay. Really un-honest guys. Bad service. Never buy its product except a must-have. Obviously, Iphone is not a must-have. read more