Buddy waited on me was able to help me 15 min before my appt because I was sitting next to the person before me, which he politely asked her permission to do. He was very fast, friendly and efficient. My appt was for a broken power cord, was covered under my Apple Care and no charge to me. Another great experience at the Apple Store. read more

I have been an Apple consumer and fan for over 35 years. My experience has been always positive and resolute even when there were deficiencies with the products. My encounters at the Santa Rosa Apple Store over the last several weeks have been nothing but disastrous. My one month old Mac Book pro @ $3500 should not have any issues with it (just like the one a year ago and the one before that two years ago didn't have any issues) and if it does Apple should take care of it. If Apple is not willing to take care of it and I am paying for the repair it should be handled expeditiously, professionally and with competence. Not so. The customer service from new employee to management is deficient. The Repair techs are sloppy, they can't even put the product back together the way that it was. Come on "Geniuses" it's just putting the lid back on with some screws. And if a simple task like that is not handled well how can you instill confidence in you customers that you dealt with the actual problem inside the computer. The store protocols and policies are redundant, inefficient and not geared towards the consumers, "you shouldn't upset people any more than they already are" because of your inadequacies. If I have an appointment, I shouldn't have to stand in line to check in for my appointment to then wait for an hour for my appointment. And this is the norm not the exception. The way that I received the appointment is more ludicrous. After the initial deficient repair at the Apple Store, I called the store to ask them if it is normal that my laptop screen is not closing appropriately and now has a clicking sound. Instead of making me an appointment I was rerouted to the Apple Care Center which then said I needed to make an appointment at the Apple Store. That process took 35 min on the phone. At the store, I decided to buy some products. I needed additional chargers for my lap top. The sales person didn't know which one to sell me, then didn't put the charges on my business account with the explanation that accessories didn't get the 10% discount anyway and after charging me ran off without giving me a receipt or emailing one. After standing in line for 5 min to let another employee know that I needed a receipt he got someone else to help me. 20 min later the purchases were returned placed back on the business account (with the 10% discount since I already had purchased over $10,000 this year) And I was given a receipt. Not your finest moment on that day but unfortunately the previous 2 encounters at the Apple Store in Santa Rosa over the last 2 weeks for the same issue were not any better. The issue with the Lap Top computer has not been resolved yet. I was made to come in for another appointment to drop it off so they can ship it out to get repaired somewhere else. Turn around time one week. This is insane!!!!!! I doubt anyone at Apple will take 5 min to read this, but I hope they put their act back together because their products most of the time are exceptional (as I am typing this on my new iPhone X). Will keep you posted on my next appointment on Wednesday. read more

I am so impressed with Apple's customer service!! They really made my day today. A few days ago I dropped my iphone (which I had for under a year) in the toilet...I know, I know - STUPID. The thing was toast. Anyhow, I went into the local Apple store and a very nice guy made an "appointment" for two minutes later. The girl who helped me was very sweet and after I told her what happened she offered to give me a replacement for free since I had never brought the phone in for service before!! I was all set to cough up the $200 for the refurbished phone which is their standard practice. Apparently they do not do this often (give away free phones). She said "this one is on Steve Jobs today". Haha. So, I walked out with a working phone for $0. Thanks Apple customer service!! read more

Humiliating and Frustrating It all boils down to the brick and mortar store not upholding corporate agreements. After the face of my Apple Watch popped off during a heat spell, I dropped it off for the dreaded LONG wait to have it sent to Apple for assessment and either repair or replacement at the cost of around 80 bucks. In store they would not even discuss the Express replacement policy for watches, and were very accusatory about why the face popped off. So, after returning home I called Apple directly. I was given a case number and told that corporate had called the Santa Rosa Store and that they had a replacement waiting for me at the counter. So, after sitting in traffic for another 45 minutes to go back, and line for 20 minutes, the SR store clerk rudely said they didn't deal with AppleCare case numbers. They asked for my name. Then told me since it was a gift (and originally purchased for me by my mother) I need to have her call the store and put my name on the case number. What? I was just there. I submitted the repair originally under my name. She told me to get back into a line once I figured it out and walked away. OK, so after another 30 minutes, and waiting in line again, the girl comes out and hands me....my old broken watch again like it was some sort of prize. REALLY??? Humiliating. Tells me I can take it or send it in for repair, and promptly walks away. What? Why was I sent back to the store? Took another hour before I got someone to take the broken one back again. And we are back to the beginning. Called Apple again. Another hour goes by. Yes it's a valid case number, and they apologize for the run around. Stores don't replace items? What? That's what happens when employees take no pride in actually representing a company and caring for customers. Hmmm...I lost 5 hours of my life for their little "joke" on me. Bottom line...still paid the money for service charge, still have to wait the two weeks to see what Apple sends, and I'm so embarrassed and frustrated that I will not buy from Apple again. read more

Don't have much to say about the store but I dropped my IPhone in the pool an hour ago and it's working now. Gotta be the best phone I've ever had. So good as a matter of fact I just bought one for my wife. read more

Went in last night looking for a laptop. So lucky Andrew helped me . He was very helpful! Explained everything and was patient with me. Couldn't have had a better experience. read more

I have had to use these people for repairs, and they were excellent. First, its best to make an appointment, which is cool, because I dont live nearby and like not having to wait much for help when I arrive. You can do this by phone, computer, or in person. Or, just stop in, and wait. Once they are helping, you can be sure all of your questions will be answered. All repairs I have had them do were perfect. All advice they gave me was excellent. They even offer one on one lessons for your Mac at a good price. My husband had his iphone fixed there, too. read more

I wanna start with the costumer service. I been waiting for 45 mins and they said it's was gonna take 20 mins. And then acate they call me to sit and wait I was tired because it's been an extra 20 mins and I haven't got help. I am not trying to be an ass but the wait time it's to long and it takes forever to get help by anyone. I have come 3 times this past week and hacen got my problem resolved and it's annoying because it's taking my time from work. Please fix this. read more

Went pretty well! It turns out that Apple geniuses are only allowed to run Apple software to check for problems. This seriously limits them. Melrose Mac in LA found I had a hard drive problem & replaced my hard drive for free since they are an Apple certified service provider. I still think Apple & this store are great. Its a shame they aren't allowed to do more by Apple. read more

I loved the Apple Store in Santa Rosa. Purchased my first Mac since my PowerBook I got way back in the early 2000s for college. Loved having a Mac again, but wasn't warned (maybe it's my fault) that Macs get nasty viruses. Got one after only having this laptop for 2 1/2 days and was on with tech "support" for an hour and a half. Make sure to get Antivirus software even if they say it's not needed because it is! This store had great staff when I was there last Thursday. Very helpful and polite. read more

I got an iPhone 5 back in October and Its been in pretty good shape. I started having problems with the off button it would turn off or put my phone to sleep. It had minor tiny barley can see scratches as well. I made an appointment soon as I walk in they all greet, offer help ect... I was helped withing a few mins that I arrived and they looked at my phone and said "we're going to replace your phone" I was soooo happy! I get home and the new one they gave me had dust in the inner screen a whole bunch of specks so I make another appointment and the girl who had helped me helped me again she was great she replaced the inner screen did a great job. Her name I believe was vero! Very great service at this apple store! read more

When Jamal and Ethan are working, I have NO problems, when one of them isn't there, the rep I get never knows what to do for some strange reason! So instead of complaining about all of that, I just leave and come back when I know that one of these two are there! read more

Overall they have pretty good service. The classes are great and the services is excellent. Good technicians.

better than the store in corte madera. I was helped right away, of course with some wait after I missed my appt by 8 mins. But the guys understood my problem and replaced by iphone rightaway read more

I've always found the folks working at the Apple Store in the Santa Rosa Plaza to be helpful, friendly, and very low pressure. Today, even more. I had a logitech ultrathin keyboard for my iPad Air that was defective (cracked bracing corners so the iPad wouldn't stay in the folio. Useless). As soon as I explained the issue, the apple store guy said, "let's see what we can do to get you a new one." Right over to the display, grabbed a new case, swapped my broken one for a new one, and I'm done. Just the way it's supposed to be. Happy customer. read more

I just upgraded my iPhone 4s to a 6 great service. I was in and out in no time, but remember to backup your phone first. It took most of the previous day for my phone to backup since it had never been done. read more

Just brought my laptop in for repair and everyone dealt with my case so efficiently. Definitely pricey, but worth it! Thank you!

I had a cracked screen and my apple care told me I had to bring it in to get it fixed to this apple store the guy told me that nothing would get deleted off my phone so when i went back to pick it up they told me that whatever wasnt saved to my icloud had unfortunatly had gotten deleted! So whatch out when u take your phone in for a cracked screen!!! read more

Just wanted to write a short review about my experience I had today at the Apple Store in the Santa Rosa Plaza. I needed help with my MacBook Pro, so I arrived not long after the mall had opened. Little did I know there would already be a 2 1/2 hour wait.. That was fine and I went out until I received my text/appointment notification. Came back, sat down for maybe 15, and got help from an associate by the name of Rusty. He was so friendly, patient, and fixed the computers issue in less than 10 minutes. I was able to walk out with what felt like a brand new laptop. Thank you so much for your help, Rusty! read more

Today I had a very pleasant experience at the Santa Rosa mall Apple store. The place was very crowded, and I didn't have an appointment, but I was able to meet with a technician after a brief wait. My helper's name was Justin, and I couldn't have asked for a more patient and kind employee at the Apple store. I thought that my iPhone needed a new battery, since it no longer was charging. But Justin cleaned the phone and checked its performance rating and found that the battery is still 98% efficient. There was no charge for his work, and no need for a new battery. Thank you, Justin! Donna M. read more

This store is toooooooo small. Everytime I go I have to wait a long time to get wait. Santa Rosa should have a store 3 times this size. I love apple products but prefer the stores in Marin and San Francisco read more

I needed a new charging cord for my iphone and was in and out in under 5 minutes with great service. Good job!!

I would like to make a shout-out to Shawn (Or Sean, not sure of the spelling) and the store team. He and the rest were so awesome and thoughtful with helping my mother and I fix her phone. Great service all around, I wish these people all the best and thanks a lot for the help! Definitely will visit this store again. :) read more

Thank you guys so much. I should've taken my phone to you guys sooner. Cleaned out my charging port for me that's been clogged since I bought it. I will definitely be back. Thanks again. read more

Came in to get an Apple Watch screen repaired. Told I would need to wait 30 minutes. Came back 34 minutes later, was told my appointment had been canceled and I'd have to wait for another one later in the day. Time to try Best Buy. Avoid unless you have no other options!!! read more

Past visits were four and five stars, however My current visit was onestar. I had to replace the battery in my iPhone 6. I made an appointment to have the battery replaced; and I was told it was in stock. However when I got there they did not have the batteries in stock and only excuses. read more

Avoid if at all possible, they are too busy raking in the cash to provide any customer service. Waited on hold 28 minutes for technical support and got disconnected, 2nd call dropped almost immediately, 3rd call "Crystal" was curt and offered no relief except to come in in person or wait however long it took for customer service to pick up. read more

All the staff was great. I came with my iPhone 6 screen shattered and even though I had to wait. They have a very easy process. You check in and then they text you when is your turn. The repair itself took like 45 min. And for $118 (with tax) my iPhone looks like new. Everyone had excellent customer service skills. read more

I went to the Apple store and purchased a I Phone 6S and a Mac Book Pro just before Christmas. I did not have a clue what to buy only my daughters wish list. The sales associate was very helpful in helping me select the right phone with enough storage to handle my daughters ability to store enormous amounts of pictures. He also helped me select the right Mac Book Pro for her college studies too. Very satisfied, will go there again for myself in the near future. read more

Added: another horrible experience at the worst retail outlet in Santa Rosa. This time to buy an out of warranty replacement for an IPad air with a cracked screen, as usual, service was rude by our associate Justin. What should have taken 5 minutes since I set up my device at time wasted 15 minutes while he took the new device back of the store with my device, claiming he couldn't find the serial number, which is not only on the outside of the device but in the settings. He acted as though I was a thief. Typical. Not to mention he coughed on my and my daughter non stop, never once covering his mouth, it was a wet sick cough. I also wanted to look armApple watch 4 and had the usual bored minimal presentation, I know what I want and will buy it from the online store, they also neglected to charge the student fee. I'll have to call tomorrow to get that. read more

I came to this apple store on 09-29-2016 with an appointment genius bar at 3.15PM My new iPhone 6 plus could not activate touch ID after upgrading to IOS 10. I was there more than an hour and none of the geniuses working in the back room could figure out what is going on with my iPhone 6 plus. Finally they gave me a piece of paper with the phone Number from apple care. Waste of time again ,called that number and is been more than a week they still don't even know what is going on,my phone is less than 1 month old and no one offered an exchange for a new one that works. I wont be waiting for apple care to call me back because is wasting my time since they do not do anything at all to help you out. Apple doesn't honor the new warranty replacement policy at all. Luis Fiallos Healdsburg,CA 95448 read more

Took my computer in after I messed up the hard drive. The gentlemen that helped me was so nice and helpful! He helped me fix the problem and was so pleasant to work with. If you need help with your Mac ask for Trevor. Excellent service read more

There's no way to adequately express the horror of the experience i had courtesy of the customer no-service personnel at this establishment. After buying a MacBook, returning it for repair numerous times, I was finally given a replacement unit. It, too, was faulty ... and after numerous return visits, was given a second replacement laptop. It too was faulty ... then I gave up ... and got used to "work arounds." Too much time and energy and effort. Literally more than 200 hours of troubleshooting, time on the phone with AppleCare level one and two reps (many of whom mirror the piss-poor level of service accorded to me by this business), system reinstalls and reconfigurations, letters to Apple executives, and trips to the local Apple Store. I finally just got used to the fact that my money wasn't good enough to buy a MacBook that "just worked." No amount of patience, or expense, or flabbergasting exasperation was sufficient to actually get that for which I had paid more than $1000. Adding insult to injury, the employees made it seem like I was inconveniencing THEM! When I complained to the manager about being treated with utter disrespect verging on contempt, he concurred that I was out of line for having the nerve to be upset about anything. THE WORST consumer experiences of my lifetime. I'd rather get a poke in the eye with a hot stick than go through that again (not really, but you get the idea). RUN -- do not walk -- AWAY from this store -- as FAST as your feet can fly!! The Corte Madera store is incomparably better, well worth the extra 45-minute drive not to have to deal with the arrogance, incompetence, kindergarten-level irresponsibility, and lack of common decency and simple accountability that so characterize management and staff at the Santa Rosa Apple Store. read more

Justin thank you for your help, expertise. The staff customer service skills were excellent. The hour drive to get was worth it.

This is the worst experience I ever had terrible management and customer service I hope somebody can read this and fix this place

People are super friendly here. They introduced me to the Icustom store across the way, which is now my favorite store of all time.

I drove an hour to the Santa Rosa Apple store to purchase a watch and had the most unbelievably bad service I have ever received in any store. The store was relatively empty when I arrived. Nobody greeted me so I stood there waiting. The "Apple " folk stood around talking to one another. I had done online research and pretty much knew what I wanted to look at and purchase. The first gal was externally unhelpful and did not know how to change a watch strap. I told her that I was uncomfortable with her and if she would like she could get someone else to help me. I also requested an orange strap and she informed me they didn't have any. Eventually I requested another person to help me telling her I was not comfortable with her. She said she wasn't comfortable with me either ( wow) and suggested I go to Corte Madera. The next gal struggled more then the first with changing watch straps and when asked about an orange strap, she too informed me they were out of stock. I requested the manager and when I explained experience with the sales staff she informed me that they were not salespeople ( is that what they tell their shareholders?). I again requested an orange strap and she showed me the display and informed there were none to be had. I then said I would just take the watch. I finally ended up with a delightful young man and when I inguired about an orange strap he had somene bring one from the back. I had also intended on purchasing some other accessories but after two hours in the store I had to get out of there. P read more

Brian and Chris, I cannot express how grateful I am for your help! I went into your store preparing myself for the worst but you both were absolutely amazing to me and ACTUALLY LISTENED. Thank you thank you thank you! Apple is extremely fortunate to have you both on their team! read more

After Apple installed the upgrade that caused my phone to crash all the time and drain the battery in a few hours, (the phone is a year old) they disingenuously offered to put in a new battery at a reduced price. Another Apple scam. With an appointment at the Genius Bar to replace the battery I was asked to wait with people who had been waiting for two hours only to be told they would need too order a replacement battery. I get it. They are not going to replace the original type battery but rather so cheep peace of junk battery that they need to order. Time to move on to another company. Apple TV sucks. iTunes is so complicated it sucks. Too bad you died Steve. Rest In Peace. read more

I bought an air mac from these people 6 weeks ago. It never functioned properly and I tried to call them daily for a month to get help, but they never once answered the phone in the 1 1/2 hours I waited on hold. I drove back there (hundreds of miles from my home because we have no Apple Store in Arcata) and they refused to help me without an appointment several days later. I then returned for the appointment the following week, and they pretended not to be able to find the problem. Their solution? Buy a ridiculously over priced and poorly configured piece of auxiliary equipment because the laptop itself shouldn't be expected to function properly. Really ?!! But here's the catch, I have to buy it online, and then come pick it up, but not today because they are closing---and they knew I was from hundreds of miles away! At that point I wanted to return the laptop for a refund, but they refused to take it. This was the manager making the decisions and refusing to believe that I couldn't get through by phone. He feels sorry for himself, so he doesn't think he's responsible to people he sells computers to. read more