Once an appointment is taken for any enquiry you have or an issue being faced with one of your Apple Gadgets, the whole process is a breeze. We have an iOS environment at home with 17 Apple gadgets being used between 3 of us... most having been bought by ordering at this store. We at times have had to visit the Genius Bar, sometimes there is no solution which is possible for a particular issue; at times some fixable ones are helped with. Try the Genius Bar for your Apple Gadgets' need. read more

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Someone finally, (after 10 minutes) approached me, and asked if I needed help. I'm old, maybe that's the problem, the last time I looked my money/credit works just like everyone else. Maybe it would be a good idea not to expect that everyone knows the inner workings of the Apple Store. I won't be back. read more

I went to the Apple Store on a Thursday at 1:45 to purchase a Neo computer. It was overcrowded, the salespeople were overwhelmed with customers and nobody even tried to help me for almost 2 hours. I didn't have a trade-in so it should have been easy. I was in the checkout line until a salesman said that I really needed to go back to the table to wait for assistance. I waited even longer. A nice guy came over but started helping someone else who had just walked in. ~ 40 minutes later he finished up with the other man and gave me the computers that I had been waiting to buy. Why doesn't Apple open up another store since they are clearly overwhelmed? I said that I was leaving because I hadn't been helped yet. He politely took my money and I left. I'm am so disappointed in Apple. read more

We walked in to spend $500 on an Apple Watch, and we knew exactly which one. We were told we had to wait "15 to 20 minutes" for service. We waited like 10 minutes. Only when we asked if they wanted our $500 or not were we directed to a sales person - where we found that a lady who had come in later than us was served first - only Lord knows why. When we were finally served, it turned out the product we wanted was not in stock. We walked out taking out $500 with us. Understaffed. Understocked. Ill trained. Not on top of things. read more

A pre-scheduled morning appointment. A staff member quickly scanned my appointment ticket and asked that I take a chair at one of the tables. 10 minutes passed, another staff member asked what the issue was, asked for my name, then asked for me to wait for someone to complete the check-in. Another 10 minutes, a third staff member asked for my name, reviewed their iPad and said someone will be out soon. I noticed other staff members randomly moving to other customers, asking the same questions. The stores customer service process requires an update, as it appears that staff are doing their best, but with no standard workflow, too many intakes, - triggering visible customer frustration, anger, threats between customer and staff and staff needing help from security. I have not seen this type of process or behavior in any other Apple Store. read more

People in this Apple Store do not know the policies currently being applied about checking in and appointments. There were lines outside for iPhone 17s, but no signs to say that's what the lines were for. When going in, we were told that we should just go wait by the iMac. 30 minutes later, we hadn't been helped, or even spoken to. Someone who came in 15 minutes later was helped before us. Finally after talking to someone up front again, someone came to help us. We applied for a credit card so we could do monthly payments, but it needed further review. So at the end we left without making a purchase, after 45 minutes. When we make a purchase, it won't be at this Apple Store. read more

I now see why the ratings are low. I bought a new phone and the guy passed me off to another employee at the end of the purchase. Both neglected to tell me I needed an adapter to power the new phone. I had my 4-year old iPhone with me so they knew the technology for what they sold me was different. And neither of the employees could help me use the $150 gift card I had which through no action on my part went to the app store. read more

Long wait times because technicians are helping 4 or 5 people at the same time. People standing around but was told that they were managers and managers don't help people. Good product- terrible service. read more

I got my macbook air here recently, and the service was excellent. The lady that helped me gave me a 10 percent discount and $150 gift card, she also answered my questions smoothly. The transaction was fast and easy. There are plenty of apple products to choose from. I am very happy with my purchase. They also gave me free apple music, apple tv, apple arcade, and apple news for 3 months read more

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Allysa was incredible. I have never had a better sales person at Apple. Thanks for your help Alyssa.

Employees are more focused on checking in customers versus answering questions. I had a specific question about a phone upgrade scenario and the employee checking people in didn't bother indicating that was his role, so when he couldn't answer my questions, he just looked away and started helping other customers. Then I asked him to check me in and when the next employee came to help me, she wasn't able to answer my questions so she went back to ask the first employee. He then went to a third employee to get an answer but told the second employee to help a new customer. Once he got some information from the third employee he went back and told the second employee rather than come tell me directly. But the second employee had already moved on to a new customer, so I was left standing there. Service at this location is sub par and diminishes the Apple brand. read more

Just wanted to thank Alyssa for the great service today. She really helped us out with a problem we were having with an iPhone. Her technical skills were great along with her perseverance to fix the issue. Great attitude Thanks again. read more

I got an Apple Watch awarded to me from the company I work for I got the watch delivered last night. Earlier today I talked to 4 different people 3 of them being apple support which I thought I was calling the store in Montgomery Village. I explained the situation and that I didn't have a receipt because it was awarded to me they ran the serial number and verified it came from Apple. My main goal was to exchange the watch I got from a 42mm to a 46mm. One of the ladies I spoke to said it would be no issue since I'm not wanting any type of refund. I still wanted to speak to someone inside this location before wasting my time or any employees time inside the store. I spoke to a gentleman who was very nice who mentioned it wouldn't be a problem because again I'm not wanting cash back. I go in and the cashier or associate started processing everything and then asked for the receipt which I mentioned I didn't have. She said there should be a way to do it. She then goes and grabs Julie who is apparently a manager but could have fooled me because she was extremely rude and snappy. When she said she couldn't do anything without proof of purchase I started explaining that I spoke to 4 different people and one from in store who said I could. She then rose her voice and said I'm not going to argue with with you about our policies. I wasn't arguing and I wasn't raising my voice. Clearly there's a training issue or they pick and choose whom to assist. She mentioned she needed proof of purchase and I showed her the email showing my order # and the item I was getting but apparently that's not proof enough. I felt like I was a thief. Showed zero empathy or understanding of the situation. Apple has had a reputation of bad customer service and if it wasn't for winning a contest at work I would never purchased an apple product because customer service is huge in my back and Julie didn't attempt to help in any way it's almost as if she wanted to instigate an argument. I'll never buy an apple product and I never will recommend this store to anyone. This store being new and this is the new rollout of customer service? I made sure to call ahead of time so I didn't waste my time or theirs and I left feeling belittled by Julie and I will make sure everyone knows about this experience and to never purchase from apple because maybe the "manager" doesn't know their own policies. read more

Great store I wish every store in America was like this. Julie at genius bar and Roni in sales helped us tremendously. read more

Apple - Apple Store Santa Rosa - Computers Near Me - Santa Rosa, California

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Surprisingly we had a great experience here today 6/26/23. "Pea" helped us she was really kind professional easygoing also made us feel welcome and a priority. There was another employee from antioch and ron were amazing at setup. Kind of blown away we had 2 terrible experiences here last year. Will return! Super smooth today read more

Apple - Computers Near Me - Santa Rosa, California

I was warned not to go to this location, but I needed help desperately and did not have time to drive anywhere else. I witnessed one of the managers mistreating a woman with a disability. She was kicked out of the store because she wasn't able to understand what one of the employees was trying to explain to her because of a traumatic brain injury. She was then ridiculed and laughed at. I felt horrible for her. Please don't give them your business. Corte Madera has a wonderful store. read more

Strongly advise going elsewhere. This company takes pride in abusing customers. They scratched my screen display when changing the battery. Then they charged a service fee for them to repair the screen they damaged. The guy who accepted the phone said phone looks brand new and then when they repaired the screen said they documented damage which must have been after they damaged it. My appointment for the battery was at 1:20 and I finally walked out at 7:30. I would never go back there. I don't believe they even changed the battery. The phone gets less on a charge then it did before when it was supposedly degraded. I think this is elder abuse. read more

Broken Mac Airbook sent to Texas for repair. When I gave it to the guy at the Apple store he said the repair would take a week. I got the laptop returned to my home by FEDEX in 48 hours. Amazing! 5 Stars! read more

Kary is funny, respectful, and a great asset to the Apple Store. Whether I was getting service for a trashed computer or for having dropped my phone and didn't know how to re-power it... he was patient and understanding. He should teach classes so he can reach more people with his greatness. read more

Horrible store , I will never buy anything in this store . I will drive to Corte Madera just not to this store . Just horrible customer service . read more

I am writing this unfortunate critique while sitting in the Santa Rosa Apple store on Thursday, January 18th. It is now 2:05. The clock is still ticking. I have been sitting here patiently and rather frustrated for more than 35 plus minutes for a 1:30 appointment!! I have talked to the "appointment keeper" - the person at the door at the door - three times. He apologized but frankly seemed quite familiar with my complaint. After more minutes, His supervisor ( the store manager?) showed up. She merely suggested I write a note and complain to Apple management. She too seemed rather blasé and was all too familiar and inured to my complaint. It's obvious the store is understaffed and cannot meet appointment scheduling. I suggest you try, if at all possible, to avoid the Santa Rosa Apple Store and try to solve problems on line. read more

The customer care is amazing here as is true of all apple stores. They are extremely well organized, courteous, patient, and knowledgeable. They have everything apple and al of the fun and necessary extras. They do a fantastic job of putting on the invisaglass screen protectors in store. Their prices are amazing considering what the devices can do. It was a quick and pleasant transaction picking up the new device on release date. read more

Mismanaged, and curt agent at check in. Really, the doors open and you tell me there is a 45 minute wait to have a look at my EarPods that have static in one pod, and seem put off by my asking? Horrible management structure. read more

My wife's phone couldn't access the internet so we went to the store where we were immediately helped. The problem was severe enough that it had to be kicked up to the Genius Bar where we only waited 5 minutes to be seen. 10 minutes later, problem solved at no cost. read more

Had the most terrible and disgraceful customer support experience at this store. I'm a long time Apple customer of 10+ years who spent tens of thousands of dollars on Apple products. This Christmas, we opened our gifts and an iPhone we had bought had damage on the screen and was obviously defective. The next day, we came into the store thinking there would be no issue exchanging the phone since Apple usually has good customer service and replacing a defective product is never an issue. To our shock, the workers here, Julia and Ron/Rob (store manager), right away declared to us that the phone wasn't damaged out of the box and implied we were lying. They then said they couldn't do anything for us and that they weren't replacing the phone. We were surprised and I reiterated that the phone was like this when we opened it. I said how can you sell a defective product and ruin a Christmas gift like this etc. After I spoke, to our shock, the manager, Ron/Rob, said sarcastically, "Are you done?". Then he said: "If you say more, you will have to leave the store". At that point, we were in total disbelief about what was happening and reiterated that this was completely unacceptable to have received a defective product, especially one we had bought as a Christmas gift, and to receive treatment like this. Then the store manager Ron/Rob said aggressively "Ok you have to leave now. Don't come back to this store again. I will call security." Then he went to get a security person and had us escorted out. This was the most insane customer support experience I have ever experienced in my life. It was especially shocking for this to happen at a store that I go to almost monthly to buy random Apple products from. read more

Do not go to this store. Went and bought a new 15 and they lost all of my data. Only got a sorry. ‍ The other phone was erased as part of the trade in. Buy the phone online and transfer your own data DO JOT TRUST THESE JOKERS. read more

It appears that if you're a young cute woman, you're questions are immediately attended to. Otherwise, it's a mystery as to how you're supposed to get help. Employees seem to have mastered the art of avoiding eye contact. Being able to "Take a number" would be comforting. It's time to take my business elsewhere. read more

Apple put a bad part in my computer and won't fix it. I paid $350 for the part to begin with and it intermittently malfunctions. The Genius Bar cannot make it run so it gets checked in. I pay another $100 and they get it running only to happen again a month later. They techs and managers say they don't trust the Genius Bar so maybe it was working and maybe it wasn't. And the back room techs and manager don't believe me either. But they did fix the problem for $100 so that's nice. The back room techs point of view... if it's intermittent and we can get it running after three days and $100 then it's not really a problem. I lose $3000 every time I don't have my computer running and can't work. That is a problem!!!! I spoke to Sean who is a tech and a manager and he straight up said he doesn't trust the Genius Bar or me that it wasn't working and they have no back room notes about what they did to get it working. I offered to pay to replace the card myself and they refuse because "nothing is wrong with the computer or it's not being noted by the techs repeatedly." How incapable do you have to be as a company to not trust or be able to communicate between techs at the Genius Bar at techs in the back? Why did you have to send it off if there was no problem last time? How pathetic are your notes to not know that nobody there was able to get it to run or charge? Why is it that the Genius Bar cannot make it run or charge and that's not a problem? Sean the manager was demeaning, blunt and rude. I am simply asking what's the plan for my next visit near month #4 when it's dead again? His answer.... "There is nothing wrong with the computer." Basic math says there is and has been. His answer is buy a new computer or go to Windows because we aren't replacing this part even if you ask us to and offer to pay for it. I am the most Apple and Mac person out there but I'm about to switch to Windows. I will definitely document the hell out of the next visit and breakdown with pictures and try a different store. If I have to drive an hour for rude behavior, I might as well go somewhere they can be professional. Like I told them.... This is basic science. Shouldn't be too hard. If I treated my patients with intermittent problems this way, some would end up dead. That's not a good way to do business. First, you should listen to your customer. Second, you should never admit that your communication is so bad with the front end that you don't know or can't trust them. Third, if you have to say that, then you better fix it. Fourth, don't tell the customer you don't believe them. If it wasn't happening they wouldn't be there. Fifth, don't tell the customer that there isn't any plan for next time this happens when it's already happened three times and been reproduced each time by the Genius Bar techs (who actually do listen and are nice BTW). Clearly I am very disappointed in Apple right now. read more

I guess I'm just adding to the bad reviews on here. I work in hospitality I understand the stress of working with difficult people which is why I'm super nice even crack jokes & never blame the person for my fuck up. I scheduled an appointment last week with a super nice guy he helped me set it up so fix my broken Apple Watch. I explained to him that I had apple care and didn't mind leaving it if necessary. I show up to my appointment 10 minutes early waited patiently asked for help to know where to go even though there were about 5 apple workers talking to each other & not helping customers. I sat at the Genius Bar waited a bit and than a guy came over and asked me what he could help me with. I guess part of my frustration is that the whole time I was under the impression that I had apple care not realizing I had the limited kind and it wasn't going to cover my full repair or replacement which meant I was going to spend basically the same $$$ to fix my watch equal to what a new one would cost me. I told the worker I was frustrated with myself because I had come a couple months before and added apple care after I spent $200 somewhere else to fix my screen. He told me I shouldn't have done that and just added apple care to my broken watch. I told him I'm not the type to be dishonest and do that. He just rudely said we'll " should've wouldn't could've , I can add you to the shopping cart list and you can decide if you want to fix it or buy a new one. I told him I guess I can recycle my watch he said he could send someone over and than walked away and starting attending another customer. I just sat there like an idiot for 10 minutes, nobody came so I grabbed my broken Apple Watch and left. I'm so disappointed I feel so dumb to think I was under the impression from previous help from an associate that I was paying for apple care on my watch to be able to spend less on easy fixes. I'm not blaming the associate for my misunderstanding I'm just upset he was so rude and unhelpful. I'm really not the type to do this but this really sucked. I've come here previously and had great service before just really disappointed in today's experience. -Mabel read more

I arrived about 10 minutes before my appointment and explained the issue to an associate that checked me in, who added the notes to their pad and had me wait at a table. Waited 10 minutes till my appointment. Waited 5 more minutes. 5 turned into 10, and 10 turned into 20. When 20 turned into 30 (40 minutes total) my patience ran out so I went to one of the many associates that was just standing around and asked what the hold up was. They were really friendly and re-jotted down the issue into a pad. Finally someone came a few minutes later and I re-explained the issue yet again- third times a charm with Apple. They spent some time with it and diagnosed the issue stating (almost verbatim) what I had explained already 3 times! - tell me something I don't know. Ultimately iPad wasn't worth repairing apparently so it's a glorified paper weight now since I didn't have apple care and the repair cost for a 4 year old iPad was only a couple hundred under a brand new 2023 iPad. Such a waste of time. 2 stars because the associates are friendly enough but not very timely - especially for someone with an appointment Unfortunate. read more

The store was pretty busy Friday night so I was impressed with the efficiency and speedy service received in replacing the protective screen on my iPhone. Moreover I was pleased that just one employee handled the entire transaction from film removal and application to the payment transaction. I have always received courteous and timely help at this mall location, but today the Apple machine was as finely tuned as could be! read more

This was the twilight zone of Apple Stores. First, there were FIVE security guards hired by Apple to check in customers. Not even Bay Area stores have 2 Guards to each customer, sometimes more. The guards used walkie talkies to communicate with The Apple employees, who all hid behind pop up walls and plastic windows. I found it excessive, and I had more interaction w/ security than w/ actual Apple staff. I felt like I was checking in to visit someone in jail. The process not far off from - not that I'd know. :p This is horrible customer service- Not a single smile either. Also- i had an 11am appointment. They quoted me a pick up time of 11:55 AM. He must have been there until at least 12:30 PM. I am disabled and getting ready for surgery and there are no seats anywhere in the mall. Be prepared to either stand, walk around the mall, or drop off your phone and pick up later read more

Terrible, Apple Care is a scam and doesn't cover accidental damage, hardware coverage, express replacement, or 24/7 priority access as it says in bluetooth settings. More than fed up with customer service and the 2 hr wait with employees sitting around chatting instead of helping the store full of customers. Back to Apple Care it is a scam because it only covers hardware damage (apple making a faulty product) and not the accidental damage or "express replacement" as advertised. The $30 apple care has you pay $89 for a replacement case and $29 for new right and left head phones. Long story short waited 2hrs for less than satisfactory customer service and a $110 replacement pair. If you do the math; $159 for the new pair of Airpods and $110 for the replacement Airpods. APPLE CARE IS GARBAGE!!! 2 pairs of AirPods for $269 when brand new are $130 each, DO NOT get apple care for express replacement or accidental damage. They will charge you unless their hardware is faulty which is the only service actually provided. read more

Apple - Apple Care: read the fine lines accidental damage is NOT COVERED BY APPLECARE+ they will charge you regardless - Computers Near Me - Santa Rosa, California

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I bought 2 2016 MacBook Pros. They had defective butterfly keyboards. They failed multiple times - and basically couldn't be used. I asked at the time to be able to trade them in for older models, but was refused. I am now simply asking to know the number of times each was repaired. Apple refuses to tell me. On the phone, I was told to go into the store. I drove 1 1/2 hour one way to get to this store. And I was told the would not help me. The richest company in the world sold me a defective product. And refuses even the simplest thing to try to make it right. I know the repair history by serial number, because it have discussed prior repairs when I had problems in the past. Now they say they cannot get it and give any information to me. read more

Horrible, horrifying experience. DISGRACEFUL customer service. Truly made me sick. I downloaded the new update on Friday morning which in turn fried the motherboard of my iPhone 12 Pro max. Went to Verizon they said it was an apple issue. Went to apple and sat down with Caesar, a young very fast talking man who giggled a lot. He explains that they could try to fix the guts of the phone OR, if the screen cracked in the process, we could buy a new 12 pro max for $599. Verbatim. I very patiently waited an hour and a half and returned to another apple "genius", Donna. She brought the phone out, and it was my OLD phone BUT NOW they wanted to charge us $599 for the repair, whicH was NOT what Caesar told us. The receipt clearly says, IPhone 12 max flat rate $599, IPhone 12 max rear system $0.00. See attached. Donna, who should be fired for her rude snarky comments to clearly upset customers, made the whole experience 10x worse. She kept insulting us by saying "you should have read the contract". First of all, WE DID! It said rear system $0.00. Second, have you seen an Apple contract lately? They're 85 pages long and Caesar was rushing so much we didn't feel like we had the time to sit down and read a novel. Bottom line, we were lied to by Caesar, then verbally abused by Donna all while we were trying to understand why we were going to be out $650 for something that was Apple's fault! The update fried the board! Finally, some sort of manager Ryan came over and had to dismiss Donna and back the security guards up (because ya know we're so threatening), and we had no choice but to fork over $650 to get out of there alive. I'm absolutely sick over the entire experience. I could have purchased a brand new IPhone 13 max for less if things were clearly explained. DONNA YOU SHOULD BE FIRED CEASAR YOU NEED MORE TRAINING read more

Apple - Computers Near Me - Santa Rosa, California

having 4 employees working during the holiday season is craaaazy. avoid or make sure you have an appointment, very disorganized and they give priority to people asking random questions rather than trying to buy a $1000+ item. read more

If your idea of customer service is being ignored for twenty minutes followed by defensiveness, gaslighting, and dishonesty, why you've come to the right place. read more

Get an iphone, they said, you won't regret it. What I regret is getting rid of my LG. my iPhone 12 stopped working. cannot receive or make cellular calls. paying for AppleCare every month. Two days of phone calls trying to get help. Genius bar has no appointments for like a week, Guyy on phone (land line) says I can just take it in and get help after a short wait. They said the short wait would be nearly 5 hours! Cant do that have to be elsewhere by then. They would not let me leave it and come back tomorrow. Thanks for NOTHING Apple Care is apparently a big joke on customers! read more

What would improve this operation is training employees to fix instead of replace. Not deleting customer data without consent would go a long way. read more

Wow, this was my first foot stepped into a mall since Covid hit. Most adults had masks, but several wore them around their chin. You had to wear masks to stand in the line and to enter the Apple store, but there were still mall folks walking around not all following etiquette. Also, there was a mom with kids behind me. Mom had mask over mouth but not nose and kids were eating so took off masks. It's also hard for parents to keep kids honoring the 6' distance rule. So, although I had an appointment and the apple store folks helped me with my problem pretty quickly, I was stressed from standing in line with potential exposure to droplets from others. Also, appointments are currently required. We would have bought new phones, but our appointment was with the genus bar. To get an appointment to buy something would have meant a two hour wait. I got out of there as fast as I could. New phones can wait. read more