Honestly the worst customer service available anywhere. Steve, not only did not give the slight it shit about what he is doing. I brought in my litter brother iPad since it's heating up to the burning point and the wifi was having issues. He just shrugged us off. I mean I'm pretty reasonable person. And don't worry apple, I'm documenting that I've been in the store with the appointment and your shitty representative did jack, if it happens that the iPad burns my 5 years old brothers. I will file charges since you guys did not even try to prevent great bodily damage. Also, this is the last time I'll visiting and will so everything in my power to make sure people know about this. You guys have changed, and soon there will be no apple, and you guys began with your shitty ass customer service. read more

This is a delayed review of service I received at the Pasadena Apple Store last year. I couldn't change my iPhone 6s because there was a problem with the charging port. It was a problem that had gotten worse over time and I was not able to get any charging cord to work. I made an appointment at the Genius desk and brought it in as soon as the store opened. An employee took my phone to be tested and returned with it in 5-10 minutes. He told me the charging port was damaged and that there was no way to repair it. He also advised to email to myself any photos or notes on the phone that weren't backed up on the Cloud or my computer at home because they would be inaccessible when the battery drained. He told me I could retrieve anything I emailed on the new phone that I would need to purchase. I was glad at the time that I had a month old backup of the phone on my laptop. However I spent about 45 minutes emailing as much as I could to myself of photos, PDFs and notes that weren't on my backup. I ended up paying $299 for a new IPhone 6s which was my cheapest option. Fast forward to today when my partner was having the same problem on his iPhone 6s. This time I searched the web for "repair iPhone 6s charging port" and found that it is a common problem that is repaired by independent service centers for $49. There are also do-it-yourself videos online that show how the part can be removed and replaced. I'm not faulting Apple for choosing not to provide the service in their stores however I'm livid that they told me that there was nothing that could be done because there was no way to repair it. It cost me $300 plus a lot of stress and lost photos and files. The charging port on my partner's phone only needed cleaning which was done at no cost. We will probably buy our next phones from Apple but Apple has lost my trust. I'll never again take an Apple product that is out of warranty back to them for repair. read more

usually good, but a skinny girl who in charge of dispatch is awful, impatient, rude and nothing pasadena. I send a iphone6 to replace screen and 5 min later I went back to ask for wipe out the data. seems wipe out is out of her vocabulary, I have to explain several times, and she's quite upset that how dare I would thinking of a apple employee may access my private data. anyway, she says once the phone is taken I can do nothing about it, and she will ask someone clean the data. which, is a total lie. the phone returned nothing erased and no password protection. horrible. this sucks, just like iPhone 6. read more

When my husband and I first arrived, no one came to help us. We waited around 15 minutes, and then finally we caught someone's attention who then abruptly asked us to put our name on a waiting list. At first we were a bit annoyed, but then Patrick came to help us. We were so lucky to have him serve us. He is very nice, very patient, and super knowledgeable. We ended up buying two phones. Patrick's awesome service made it worth the wait. Thank you Patrick! read more

Worst Genius Bar. Came to see what was wrong with my beats with an appointment in hand. Waited 30 minutes and still no one helped me. I've been to other Genius bars with 10 times the amount of customers and I was able to get in and out in less than 30 minutes with an appointment. read more

I came for an online pickup (an ipad and keyboard) and had to wait 45 min! Are you kidding? I did not need any help to setup or configure. All I need is to pick up my items and leave. They need to be more efficient by having separate lines for those who come for pickup only and for those who need help/services. Why make pickup customers wait for other customers to be helped? So inefficient! read more

A little backstory as to why I needed to come in: 16 hours ago, I accidentally spilled a small glass of Kirkland purified water (a pH of 5, and a very low concentration of ions) on my 13" MacBookPro's keyboard (this will be important later). Of course, in a panic (followed by quite a barrage of expletives) I immediately turned my computer upside down, powered it off, and wiped as much water off as I could before leaving it upside down to dry on a towel. I did as much as I could up until this point, as I did not have a P5 pentalobe screwdriver to open it up. Fast forward to the morning after (today)... I arrived at the Apple Store, walked straight passed all the iPhone 7 fiends that were lined up outside, and went straight to the Genius Bar (the Tech Specialists). They issued me a walk-in appointment with an estimated wait time of 1 hour. During this time, I did some further investigation on the mechanics behind water spillage on electronics: Point 1: pure water is NOT a good conductor. Purified (drinking) water is still NOT a good conductor. This is due to dissolved ions in the water itself that causes the real conductivity of electricity. Point 2: if the power is on when submersion occurs almost instantaneous damage can occur. If no power is on and there are no batteries at any stage then CLEAN PURE water will often do no damage. Some components or non electronic parts MAY be damaged by clean water, but often a device will survive. I finally got called up for help and explained my situation in FULL detail, including the facts I found to clear as many ambiguities as possible. The two representatives I spoke to were slightly rude and treated me as though I was stupid. I was told some really off-putting things in a condescending tone: 1) It didn't matter if it was on or off, the damage would be done regardless. 2) The type of liquid didn't matter (wine, juice, pure water, etc) as it would still do damage to components. 3) There was nothing they could do to open it up and try to dry out residual moisture. 4) It could cost me $1100 dollars to fix. At this point, I can attest why Apple is notorious for having horrendous customer service. A lot of times their representatives (namely the ones at the GENIUS Bar) are arrogant, uneducated, and rude. More times than not, I was treated as though I knew nothing, and that they are all-knowing. NOTE: I've had good experiences too; I'm not saying ALL representatives are bad. Conclusion: I had to push for them to open my laptop and to take a look, which they didn't seem too happy to do. It took them roughly 5 minutes to open the laptop up, take a photo, close it back up, and bring it back to me. The end result? There are neither any traces of water, nor any damage seen. That wasn't too hard was it? If I hadn't insisted that they take a peek, they probably wouldn't have done it. Goes to show what their motives are. I was very disappointed with my experiences with Apple, and this was tipping point where I felt as though I had to write this extensive review to warn my fellow consumers in case it would apply to any of you. I will not be buying anything more from Apple starting now, until they get their act together. Unfortunately, I am a software engineer (web development) and the MacBook Pro is the go-to workstation for my field of work. So it's an inevitability (sigh). May the odds be ever in your favor. read more

There's a reason why I buy things online... I don't want to deal with traffic, parking, people, or all of the above basically. However when I need to get things fast, I am forced to go to the actual store to get it. This Apple store pisses me off and I don't think I'll be going back anytime soon unless I'm forced to and even then I would be VERY hesitant. I went in knowing what I wanted to get, it was just a basic model MBP with no other options or accessories, all they had to do was go to the back and grab it off the shelf. I stood by the model I wanted and waited for 15mins to try and grab someone to help me, but no help ever came. All of the idiots were too busy making irrelevant small talk with customers who weren't going to even purchase anything. And so here I was standing ready with cash in hand basically right in front of them for a $1000+ laptop and yet no one came to assist me. That was until I was able to "hunt" down a an Apple employee or whatever they are called and tell them I wanted to buy. However she told me she was busy and told me to find someone else on my own. I mean, what's up with that? I then tracked down a second one who told me the same. After 45mins I tracked down a third and this one seemed to have a higher standing than just a normal employee there, but even then he could not help me, he had to refer me to a fourth Apple employee who finally got my laptop from me which I could have done so myself in less than a minute I had the chance to. The whole stupid process took 1 hour and 30 minutes, yes that's right, over an hour wait even though I went in knowing what I wanted, ready to buy with cash in hand. In addition it was EXTREMELY difficult to figure what color shirt employee could help me since I was walking into a store full of idiotic human skittles. The black shirt was useless in the laptop section since he was an iphone genius and the green and red shirts were also too busy to help me. I was only forced to stay put and bear with all this cause I needed the laptop. Another guy who was in the exact position as me left frustrated after being turned down several times like me. However he wanted to make a purchase that was several times as me , so that night Apple lost several thousand dollars because no one was able to help him. Several other were in the same situation, letting out obvious sighs of frustration. All in all Apple lost a lot of business in just the ridiculous 1 hour and 30 minutes I was there to witness. And believe me, I write this review as an Apple fanboy too, I've been an apple user for 6 years now and have owned every Macbook Pro since the Powerbook G4 and have had several ipods and iphones. Short Version: I walked in knowing what I wanted and had the exact cash amount in hand. Yet it took 4 different Apple employees and 1 hour and 30 mins to get my laptop. Go figure. read more

Despite all the negative reviews, this place has exceptional customer service! Dropped by on a busy Sunday afternoon, my iPhone 5s was not charging correctly. I was quickly greeted by a member and was directed to set up an appointment. They had me in and out within 15 minutes and my phone charges like new again. Great customer service, friendly staff and quick service even without an appointment! read more

I took my 60-something year old parents here to get iPhones today. The experience we had was great. My parents did not want to go to Verizon because the local store has very rude employees. What a difference we felt here! KC Drez helped us for over 2 hours and he was very patient and helpful. He explained and reexplained without hesitation when my parents needed extra help. He provided excellent customer service. My parents and I will definitely be back! read more

My genius guy Farid was awesome. Fixed my issues with my laptop. Answered like 30 questions and didn't get upset. Have me pointers on how to clean up my drive and where to remove garbage files. It's like I got a 20 minute crash course for free. One of the awesome perks of owning an apple product read more

Worst store and product!! Drove two hours because another store won't have time to check my phone so I no choice but to come here. When I show up they tell me everything I described sounded like a hardware problem but even with days left on my warranty they couldn't replace it!!! Manager comes and says the same thing!! What kind of Warranty is that don't spend money here!!! Would give no stars if possible!!! read more

Worst store ever. If I could I would give 0 stars. I always love Apple Stores for how they used to care about their customers, however this is not what happens at this store. I went there to buy a new phone. The woman was in a rush the whole time with no patience at all. After the rush, I was trying to buy an extra charger, but she completely disappeared. I left the store with no charger, at the end, I can buy the charger anywhere else. When I got home, I realized that she never gave me my old Sim Card. When I thought everything was already bad enough, I tried to call the store and the only thing that I could get was a hold and hangs ups for 30 minutes which means that it's impossible to talk to the store. My Sim Card was from another country, so I cannot simply go to somewhere and buy a new one. I'm really disappointed with the store and I'm definitely not buying there anymore. Perhaps not even buying with Apple again. read more

I'm getting mixed quality of services at this store. Some days they are great, some days they can be pretty much useless, careless and rude. This particular staff shrug his shoulders in response to the reason I visited the store, giving me the impression he REALLY hates this job! read more

This is a crazy busy store. There are people everywhere and somehow the team still gets it done and with a smile. I read some of the reviews and it seems sometimes they are blamed for what they have no control over, but it also seems they try their best to do what they can. I was there for two "quality repair" programs and they fixed my things right quick. I don't blame them for the HD issue or the video card issue, since the people at the store didn't make them and Apple didn't charge so I am just happy to have my stuff back functioning well. read more

1st time at an Apple Store and last time. An hour and a half wait time just so some one can just look at my phone? I don't have that kind of time to waste sitting around an Apple Store. Your products just are not that intriguing. Another reason to get away from Apple products.. read more

All they say is 'I don't know there's nothing I can't do' So I spend my $3000 dollar at Fry's ! read more

I was looking for a new car cable charger for my old IPhone, the stuff is very difficult to get. The clerk Mathew was very patient to answer my questions and got the right stuff for me in 5 minutes. It's hardly happened in other stores. I really appreciate this young man to pay extra effort to help customers. read more

This is not my first time having a bad experience at an apple store. My review is directly to the staff overall. I love apple products and from now on I will do my business online. If there's one thing I can't tolerate is being treated as if the store is doing me a favor by selling me their products. I like being treated with respect and I like all my questions answered specially if the amount of money Im investing is over hundreds of dollars. I hope people find this review helpful. read more

Good f**king luck. No service or personal skills if you don't measure up to their 'apple intelligence and efficiency' and seriously good luck getting an appointment at the genius bar. I was told that 'maybe' I could see someone 'in about and hour or so' even though I have paid for applecare and have a week old iphone on top. I was told that glitches with the phone could be taken in for repairs. WTF It's a defective EXPENSIVE device, and they can't even take the time to fix the problems with my mac when I have paid for coverage. read more

Diana was extremely helpful. I spent an hour the night before waiting and couldn't remember my daughters iCloud login so when I can back the next day with it she was able to get me in and out very quickly. Thank you read more

For some stupid odd reason.. I never buy anything here just because everything is super duper expensive.. and when I say that.. I mean everything I could get here (excluding ipods), I could get somewhere else cheaper....but the odd thing about this store is that even though I don't come here to shop, I still walk in to check out. Half the time is to just use the internet....and the other half, .... well.. I honestly don't know why.. read more

My iPhone 3GS wouldn't charge because apparently it had been exposed to water. The Apple guy at the Genius Bar was extremely nice and understood that I hadn't knowingly dropped or put it into any liquid so he decided to give me an exception and get me a replacement phone, saving me $199 because liquid damages are normally not under warranty. Phenomenal service - I would give them 6 stars if it existed. read more

There's no options to contact the store directly to tell them you're running late for your appointment and sadly I miss my appointment but I got lucky and there was an opening. So relief. I was serviced by Steve at the Genius Bar. I highly recommend him and appreciate his help (great customer service) Oh I was having problems with My MacBook Air was being bombarded with pop ups every minute and addition to that it was processing a little slow ); anywhoos ! Steve definitely Very well knowledge of his apple products and quickly resolved my macbook's concern. I can go on about how great the service that I received but I will save you guys from that. And oh yeah AVOID SOUTH COAST Apple Store!! I left that location feeling so bummed and stressed about the information the dude there gAve me. Nothing was solved and leaving feeling belittled and eh. SO COME TO PASADENA APPLE STORE and on time to your appointment (check in at the back of the store with a tech rep holding an iPad). So KISS rule at an Apple Store 1. Make an appointment online 2. Come ON TIME or early to your appointment 3. CHECK IN (back of the store, someone with iPad) -if Not, the consequences: pray to someone there's an opening(wait an hr or someone else running late or no show) Get on the waiting list (4 hours) Get an apology from the Apple rep Make an appointment for another day Get nothing done for the moment. 4. If check in, STAY where you're assigned (Easy for the Genius Bar rep to find you) 5. PATIENT: They will come get you in a short time. ** DO the Do's I suggested and you will be a HAPPY CAMPER(s) (: read more

So if it was not for Marcel(pure amazing) or Abraham (apple genius, for real), I would say this place is pretty busy all the time and give them 2 stars but the staff (so far) had been simply amazing! Plus I have been with apple (iphones) about 5 years, I think everyone should have an iPhone and use apple computers (I don't have one yet) , their equipment is superior by far!!! read more

1 Star for lying about the One-Time $40 upgrade fee for AT&T. It's actually $40/mo for 2 years. That's a freaking big difference from $40 to $960... read more

I feel like I can't give an Apple store more than three stars because they're always so crowded and I always feel claustrophobic in them. I just ran into this one to ask a question about printing from an iphone. Luckily, there was a "genius" (the ridiculous pretintiousness of calling your employees geniuses is another reason why the Apple store could never get more than three stars) at the front of the store that helped me quickly. He answered the question of how to print from your iphone and what a printer needs to do this, but was not good about which brands or specific models could do this. read more

Bad service. They don't care about their customers or product. I will not be coming back

This store is one of my favorites. It is small and crowded almost all the time, but it has everything you need and the staff are so attentive and knowledgeable. I have been here many times for different things and am always greeted right away by a very friendly employee, so I get what I need quickly. Plus, when you are finished in the Apple store, you're right in the middle of the best part of Pasadena. read more

Love how there are 15 so called "experts" standing by the door, yet when all I needed was a power plug replaced they pass me off for a 45 minute wait for another "expert". Love Mac, hate the pretentious snobs that come with it. read more

I went here this morning and I really disappointed about apple product and their after service with iPhone's common problem ... It is my second iPhone an my old one had same problem also my friends had same problem about no working the power button. It is common problem Apple must replace it for free even passed the warranty . I m not gonna use an apple product or iPhone anymore read more

My iPhone 5 has a swollen battery. I already had someone verify this. This is an issue that causes the screen to peel away from the phone. I had a 3rd party fix a cracked screen for half the price that Apple charges about a year ago. That screen replacement has absolutely nothing to do with the swollen battery issue, yet Apple will not replace or repair my phone now... I just met with a genius who said there's nothing they can do for me. Apple needs to reconsider their policy. I am a long time loyal customer that is now angry at Apple. My current issue is a result of an Apple malfunction. Instead of helping me it seems like Apple is finding a way not to help me! Of course I could just buy one of their new super expensive phones, but I'd prefer if my current one would just work properly.......... Buying a new phone would literally be my only option if I wanted to walk out of the Apple store with a fully functioning phone... In addition to this disappointing conclusion, I had to wait 3 hours to see a genius, and the text saying they would be ready for me shortly and the text saying "check in with a specialist" came at exactly the same time causing me to rush back to the store so that I wouldn't lose my spot. And then of course there was an additional wait after I checked in... All in all, my experience with the Apple store today was not good! read more

For the amount of people they serve each day, they do a pretty good job of attending to their customers. I walked in with my friend to have his iPhone checked out. He didn't have a reservation, so he made a walk-in reservation. They get your contact info and text you when they are ready for you. An hour later we were being taken care of by one of the genius bar staff. Not bad, I say! The cool thing is that there are lots of things to do kill time while you wait, so it worked out. read more

That's the worst shopping experience that I have ever had , some sales are racist ,I felt extremely mad at a sales who has green hair , she is so aggressive and rude,Apple has decent product but horrible service! read more

Very disappointed with their lack of customer support....one support staff said we'd have to get diagnostics another staff said we can return it (latest iPad-under warranty)...there's no protocol whatsoever on return policy....or at least their staff is indifferent or ignorant of their own stores return policy....you can always tell a good store by the helpfulness of their return policy compared to their excitement of a customer's purchases. K been here 10-15 minutes and problem not resolved. We have an iPad box this labeled 32 gigs and the iPad box is labeled 16gigs. The staff that sold us 2 iPads put them in the wrong box. He say we need to return the old box. Resolving the problem now...manager has fixed issue about boxes. read more

Worst experience I have ever delt with I do not trust this location at all my birthday was June 12th I walked in there the day after and purchased a brand new iMac pro 27 inch for my birthday with my fiancé and her son very happy for the new purchase we stop to pick up food that we ordered only 15 minutes of having it in my trunk my car window was bashed open and computer stolen didn't even make it home got a police report and everything they got the footage turns out it looks like have were being followed for some time most likely so we both return the next morning and explain what happened and my fiancé and I saw the guy that sold it to us and without me finishing my sentence he said you got jacked like he knew and we said yes then asked to speak to manager and he gladly helped us to a new one but left us with a different salesman we asked for the guy who sold it to us the night before and he disappeared they called him down waited 20 minutes he wouldn't come to hell so we had someone else help us so beware and alert going there seems to be an inside job with certain employees that's my suspicion and will be telling everyone to not choose this location ever still waiting for the investigation to finish and also will be alerting people on Facebook and instagram and on my YouTube channel to not go to this Pasadena location and if they do please be very careful my fiancé is pregnant and the cops said we could have been held at gun point and that's what has been happening lately glad we weren't followed home cause it could have been worse. read more

I have been using yelp for years now and nothing ever made so upset to the point that I have to sign up for a yelp account and write a bad review. So here's the story: I made and appointment with the 'genius bar' regarding my 5 days in iphone 5s at 8:10pm and got there 10 minutes late due to traffic. So I walked up to the 'genius bar' to check in but no one wanted to help me even though they were not assisting any customers at all. So after 5 minutes a Caucasian worker finally decided to ask me if I needed help. What? You think I'm gonna sit there and watch you work to kill time? So I said yes, I have an appointment at 8:10 but I'm a bit late because I got caught in unexpected traffic and all he said was you need to check in over there without telling me exactly where. So I asked where? There are so many employees here I don't know where you're pointing to. So he said the guy with the blue shirt .. Really? All of the apple workers wear blue shirts .. So I said the guy in long hair, short hair, asian, Caucasian, green shoes or .. . He then said the one in short hair and green shoes and there were two guys in green shoes so I asked green shoes with short hair asian or Caucasian? He then finally the white guy. I thought that was pretty rude already .. But I let it go. Then I head over to the guy that he directed me to and waited quietly without interrupting him because he was talking to another customer so after couple minutes he finally turned around and gave me his attention and i told him the same thing, I had an appointment but was late cause of traffic blah blah and I said I'm sorry for being late. So he asked for my name and I told him my name and he scrolled down his list on the ipad and my name wasn't on there cause I was late. He then told me, "your appointment was at 8:10 and you're 20 minutes late so it was cancelled." Turned around and walked away. My sister was with me and she said "are you serious?" and he heard us and turned back and said "seriously," Seriously? That's how you treat your customer? He didn't offer to help me any other way or anything at all. At first I thought I was late so it was my fault but after a few moments it hit me that I shouldn't have been given this type of treatment. I am a customer, I used my own money to purchase your product and it wasn't functioning properly so I seeked for help that you should be able to provide me with. I am not begging for them to hand me the iPhone 5s freely or anything like that. I am not giving a bad review because I didn't get the help I needed but because the horrible custom service I was provided by that employee. I didn't get his name because he just turned around and walk away, but I will go back and ask for his name and employee number so I can call apple and file a complaint. I don't know if it will make a difference or not but as a customer I was very disappoint with their service. I regconize this rude employee from my last visit at this apple location also. My sister and I went in because she had a problem with her iPad and he gave us the same rude manners. Obviously I wasn't happy with my iPhone 5s purchase because my battery literally runs out within 5 hours and I don't use it much. I am a student who does not text while in I'm class and my class is 3 hours long. Therefore, I only use my phone for 2 hours a day and the battery dies out .. This should not happen to a brand new apple iPhone 5s so I know for sure that there's a defect. My mom's iPhone 5 lasts her a whole day and she's always on the phone and browsing and webcaming with her friends. I know there's a defect so I'm gonna try to get this resolved and hopefully they will do something about it. Overall, this apple location has never provided me with any proper customer service before. I don't know if all the other apple locations are the same because I've only been to this one, but regardless, no employees should ever be allowed to treat apple customers like this. They get paid to provide the best customer service yet they can't simply do that. I understand that throughout the day they might have encountered a rude customer or something but that still doesn't give them the right to take it out on the next customer. I hope apple is reading this and will do something about this problem because I believe most of us here have encountered the same problem. read more

So terrible some were so lucky they were accommodated while didn't have appointment? My experience was so terrible with the young lady whom I missed the name but she was so crancky and shall I say not accommodating. The time was around 715PM March 5, 2017 @ Apple Store Pasadena. No amount of compassion from this very UN-apple like behavior. So disgusting and frustrating. My first of such a nasty experience with Apple. I'm having another appointment with Apple Store in another place. That young lady for sure will never reach better for her future career with an EQ so low and customer relations so poor. Apple must think better and get better people than that young lady. read more

Patience is a virtue and there's a lot of it afoot at The Apple Store. . . . I appreciate the apple employee who stood there as I yammered on about ustream feeds, hd cameras and old mac book pros. We figured out, probably, what I was looking for, I bought nothing, and then left. Yaaaay The Apple Store!!! read more

Very happy with the service Lindsay the store manager gave me. She helped me with all my needs.