Rude staff. Completely ignored me for 15 minutes despite having an appointment at the "Genius Bar". But staff is racing around or interacting with other customers so I can't even get a "hello can I help you". Finally got a female employee to acknowledge me and then she blamed me for the wait cause I didn't "check in" when I arrived. My appointment reminder made no mention of checking in upon arrival. It's not a doctor's office lol. read more

Where do I start?!!! I need a simple iPhone 10 XR battery replacement. So I called this store to find out if they had one in stock. But they don't answer the phone. They have their phones forwarded, to Apple Support! So I called Apple Support to call the store to find out if they have the battery I need before I make an hour long round-trip drive there with Gas at $5.50 a gallon in california. But this store would not even tell Apple Support if they had a battery for my phone. Apple Support told me this stor informed them I would have to drive there (again an hour long round trip) to find out if they have a battery for my phone and if they don't, then at that point they can order one for me?! Really?!!! What is WRONG with you Apple?! read more

Unbelievably rude and condescending customer relations, especially from the front of house. Arrived early for a reservation, was told there was no way I could possibly be contacted if I didn't sit obediently and wait in store (no way to text me?) Then proceeded to wait 1:24 beyond my reservation time. I am convinced that the front of house worked to delay me there, even though I told them the reason I had made the reservation and came on time was because I was going 3 hours out of my way to be there and was on vacation to see my parents at their house for the first time in a year. AND THEN after evaluating my repair situation, they proceeded to apparently (according to Apple phone support ) LIE TO MY FACE about the option to repair in-store. Vindictive, awful, embarrassing, terrible. I honestly am ashamed that this is an "Apple" Store. I used to love Apple but yesterday was my breaking point. I'm beyond offended. read more

If you need to get your iPhone battery replaced love yourself and don't come here. Go to a 3rd party where they actually care. I went in to get my battery replaced and I had a hairline crack in my screen protector. The guy (he has a palm tree tattooed on his right forearm) I talked to was very friendly and said that he needed to take my protector off to make sure my actual screen was not broken. I asked before he took it off if I would still be able to use it after, he said yes it just may not be as sticky. Well the guy shattered my screen protector and didn't seem phased, he offered to throw it away. After discussing this incident with a friend who got her battery replaced there she showed me her screen protector was already cracked when she went in. Well they did not make her take it off. The man who helped me just screwed me over, when I asked about a new screen protector he said I could purchase one from them. Apple is a billion dollar company they can shell out $30 to replace what they broke. I had a feeling that you did not need to remove the screen to replace the battery in general, but I did not say anything since there was another attractive sales associate working. Overall do not waste your time and energy with them. read more

If you can order online I suggest doing so. I went here to get my screen replaced, I pay for apple care so I went here to fix my phone. When I came back to pick it up, after already being checked in twice by other employees, and waiting 25 mins after the set pickup time. An employee approached me and said "have you been helped ?" I replied "yes I'm waiting for my phone yo be done" he then said " I thought you were over here stealing products... I asked to speak with a manager the manager gave me a blank stare and walked away and never came back ... how horrible. I will never return to this store !!! Store manager Ron is a joke! Ridiculous how he treated us. I'm surprised that man is employed . read more

Dropped in on a Saturday for a watch setup issue (I bought the watch last week), none available for 3 three hours. That's fine. Asked about buying some new items and it was going to be an hour wait. Whhhaaaat? There were literally three people just standing around. Ugh. Staff the store better. read more

The security here is a disgrace. There are kids who prey on customers just outside the store,, and the security guard, bless his incompetent heart, was taking temperatures and distracted while my elderly father had his apple watch stolen right in front of the guard. read more

Not helpful. And I made an appointment over the phone and was told I could have my iPad repaired and when I got there they wanted over 800 for a bran new one so I left. It's gross to train ur employees to let people down and steal money practically. I hate apple. read more

Had one good service representative here in my history of going into this store and it was their last day. They cannot retain good employees here. They probably don't get paid enough and all the service is through a flow chart. Essentially it's all scripted and might as well be replaced by AI. It's so impersonal here, I feel like none of these human representatives have any human left in them. Dude at the front repeats same unhelpful line as if I'm talking to automated phone service. Get me out of this hell hole. I just want to get my screen fixed that I pay apple way too much money for applecare+ because they're an awful company gatekeeping the right to repair (and rip you off while doing it). I have to pay a huge deductible on top of applecare+ when I used to be able to just repair the screen on my own. What a shitty way to make quota on quarterly earnings reports. Walked into this store and they tell me that they can't do the hardware handover because all their technicians are booked through the weekend. I pay for insurance so I can get my device replaced in a timely manner. Do better. read more

Apple classes with Roger are really good! He really makes the learning process fun and you get so much more out of your apple products when you learn all the pro tricks! He took a little time at the end of my iMac class to answer a question about another application. It took him less than a minute to help me and answer a question I was struggling with. Which was causing me a major headache. Todays class on iPhone photography was excellent even my 70+ year old mother comprehended and was really happy. Wish i had this class before my trip to Egypt read more

Not helpful at all....And not worth it! A kind of long hair student met me in a parking lot in front of the Santa Rosa Plaza. There were some kind of Apple signs in front of me. No smile and when I talked of water damage regarding my IPhone , the answer was "we can do nothing, too expensive, buy another IPhone " He spent literally 1 minute to tell me that, I spent 2 hours to try to set up an appointment on their website and to drive and to follow the instructions to come to their place ! After a check on the web, you can use ITunes and a recovery mode to get back your IPhone ! Regarding the price of the Apple devices, they could spend some money for training their employees! Useless and vain... read more

Super bummed due to misinformation and a wasted trip. After calling the location and speaking with an in-store representative at the location to prepare prior to my drive- to inquire if an item was in stock and available- I was told to come to the store to purchase it, that plenty were in stock, and that I did not need to hold one under my name. After arriving, I was told that although the item was in stock, I was not able to purchase it by the salesperson and subsequently, the manager. There was no real truthful explanation given as to why, just vagueness with no accountability or response and a redirection attempt to T- mobile which did not have any. Unprofessional, dishonest, and an overall negative experience. Not recommended. read more

The Santa Rosa Mall the Apple store worst Apple store ever can't believe it's the corporate Apple store if anybody buys anything from there don't bother don't bother getting their warranty cuz AppleCare does not work they will just charge you extra for your phone or for whatever item you have so there warranty is useless and they have poor management they should retrain their managers and everybody should be trained how to work on electronics I will never buy products from the store ever again let alone go there I'm happy I was kicked out of the store read more

Do not buy any Apple products , there is no customer help that is consumer friendly . I purchased an Apple iPad in 2012 and needed confirmation that I purchased it and Apple refuses to give it to me because I can not find my original receipt . They claim that they can not verify that it is me ??? I will NEVER buy another Apple product and I recommend that you do the same . It is a very sleaze-ball move for the only reason they do this is to try and get you to buy another iPad . Shame on Apple just another example of corporate greed . Chris Alarab read more

I would give it 0 stars but it won't let me. The arrogance of the staff is beyond conception. They feel its an exclusive club and literally turn you away. I should be treated with respect. They are not really interested in the typical business model of normal commerce. I own a business and would never treat my customers this way. It is only this Apple Store in Santa Rosa. Ive been to other Apple Store's in many different states and have never had any issues. This one is a prize :/ STAY AWAY FROM THIS STORE and go to Corte Madera or into the City for that matter. read more

I'm mad at myself for not getting this young man's name. Had a storm last night, thunder and lightning, lost electric for a few seconds, this morning I could not turn on my phone, totally blank! (I had it charging) Went to AT&T and they wouldn't even touch it, when it doesn't turn on they are not trained to do anything. Handed me a pamphlet to contact my insurance. ME WITHOUT A PHONE!!! Then I walked to the other end of the mall to the APPLE STORE Oh how I LOVE them Young man took my phone and in about 5 second handed it back to me with the APPLES LOGO on, seriously 5 SECONDS I wanted to hug him I'm asking "what did you do?" He pushed a series of buttons (3) and that was it!!! I'm so happy!!! read more

The worst customer service of any Apple Store I've been to. Repair times are long for simple fixes. They give you an estimate then keep dragging it out. They can't notify the customer when it's ready. You just have to keep asking over and over. The asst manager was a condescending twat, man bun and all. Manager was not much better. 3 hours and they led me to believe it was fixed. I got to my car and there's an error message that it's not. I'd rather wait 2 weeks to go to a good store. Store policy seems to be over promise and under deliver. Drive however far you need to in order to find competent techs and compassionate management. read more

Have brought my computer to be fixed here for similar issues 4 times now! They are not helpful and just keep saying it's "fixed." I can't believe I had to bring my computer in this many times and they don't have a replacement policy at that point under Apple Care. This will be the last apple product I ever buy. read more

Had an appointment at the Apple store in the plaza today regarding resetting a phone. Appointment was made yesterday for today at 12:25 and had the verification email in hand. Arrived at the store at 12:23 and checked in and they could not find the reservation appointment even though I showed them the paper. The individual looked under several names and said she could not find the appointment that she would take care of us. After waiting 15 to 20 minutes stopped another person and she said our appointment was at 1:25 because we were late and never checked in. I advised her of the previous customer service rep they could not find her appointment even though I showed her the form and reference number. She said she would get somebody to help us. Finally, 35 minutes after our appointment was supposed to have started We received assistance from a young man who did a great job and resolved our issues. That was the only reason I gave them two stars because once they set down with us they took care of it fairly quickly. read more

Apple - Computers Near Me - Santa Rosa, California

Manager Tamika gave horrible customer to me. As a manager she told me my computer could not be traded in with no reason. I would have never bought a new one without credit. Was in tears when I left. I pay a monthly apple ins. of apple care. WHAT IS THE POINT OF PAYING MONTHLY IF IT DOES NOT HELP! Update: went to the Apple Store in sf. Union sq. She flat out lied. She told me it would cost 458 to fix my computer. With apple care o would yield only 20. But sf told me otherwise: I would only pay 99 and this my refund would be 391. Shame on this woman. It's not her money. read more

I bought an Apple IPhone from Reggie. Very smooth. The next day I needed help syncing it with my Apple Watch. Isabelle helped me and was delightful. I had appointments both times! read more

very disappointing. i came multiple times to get my computer looked at, and every time they gave me a new excuse as to why they couldn't, but when i talked to apple support remotely, they told me it was an easy fix. i gave them my computer to be worked on and it took almost 2 weeks, just to have it given back to me still broken, with no explanation. do not go to for repairs, call apple support instead read more

I came to an appointment to get my iPad repaired. The charging pin broke off in the port. After a long wait I was told no, they would not repair it. They were very smug and directed me to buy a new iPad. This is a simple repair. I wish I had gone to a non-Apple phone repair shop, which I later found out repairs these things for under $100. Very frustrating experience at the Apple Store. I have never had a good experience in that store! read more

I installed the new update on my 7+ iPhone right after the instalment was done my phone had no service. I had to take a train down to the store for them to run a diagnostic on it. I signed up as a walk-in I was told I was an hour and a half I went to have lunch I came back early my appointment was cancelled. I signed up for a new walk in appointment took two hours in order for a technician to see what was wrong with my phone. Once they ran the diagnostic they told me that my phone was not fixable that I'd had to buy a new phone. My phone was working perfect prior to the installation the only thing that's not working currently..I cannot receive text message or make phone calls. I can work the phone using Wi-Fi to access my apps. and text message other iPhones. I asked to speak to a manager and all she told me was that it's not the update that caused my phone not to work after the installation. I argued with her for about 15 minutes and she told me that we can agree to not agree. You lost a Customer read more

If you need your screen replaced go to the kiosk called i wireless.. half the price of what it costs here and way faster. I came into the Apple store last week to have my screen replaced. After waiting around for half an hour or so someone finally is able to help me... He then tells me (in the RUDEST way possible) they can not fix my screen because "my phone is bent." I asked him again and again to point out what he was seeing because I didn't see it. He refused to do it. I have taken phones in there that were 10 times more messed up than this one and where the frame was actually visibly bent. I have no idea why he tried to tell me he could not fix my phone and why he was so rude about it. I will never take my phone in here to be fixed again. They are slow, rude, and over priced. Go to i wireless. 65$ fix instead of 130$+ that Apple charges. He fixed my phone no issue even though Apple said they couldn't. read more

Go to the SF apple store if you want to speak with specialists who actually know about tech and don't need to Google everything. Genius? I think not. Mine had to keep going to the back room to use the VPN because the diagnostics system in the store doesn't actually work. This place is completely dysfunctional. Save your time. read more

Useless. I buy the product direct from apple. Apple support tells me to go to the store. Drive an hour round trip. The manager can't help me fully resolve the issue and tells me to call apple support. It's not like Best Buy telling me to contact a manufacturer. You're all the same company. Useless waste of time read more

awful service! phone is less than a year old and screen is unresponsive. Had 1:00 appointment and got seen at 1:45, was told it had water damage and best they could do was a new phone for $645! Phone has never seen water however same phone is touted by apple as being waterproof and could survive even after 30 minutes submerged! read more

I walked in this afternoon with my very old, dead iPad. An associate was available immediately to help me select and order a new one. I'm sorry I didn't get his name. I was very impressed by his knowledge and ability to expedite the transaction. read more

Beyond rude. I live an hour away and just wanted to see if they had the part I needed before I made the drive. The lady on the phone, who refused to identify herself, refused to check if they had the part. I eventually did talk to the manager, Veronica, who was kind and professional. Turns out they did not have the part. So, I would have wasted hours driving for nothing if I didn't get past the ogre who wouldn't do her job. But why should I have to do that? This store is beyond an embarrassing to Apple. Please Apple, you can do better. read more

The first time I went the associate didn't do the work correctly and lost all my Passwords. I Made a second appointment to fix the wifi issue and recover my passwords. He could fix the wifi problem but but my passwords no. I asked them to do a factory reset on the phone so we could recover the passwords. They refused Evan though I made it an ADA request. I guess apple is above the law! I have CP to recover what was lost will require hours of work. I called corporate they can file a report but they have no power over the store. They couldn't even tell me if someone would call back. The Manager is useless. I have called for help on 7 on your side for help! In the meantime people could be racking up thousands on my cards and I wouldn't know it. If anyone knows a good attorney not afraid of apple let me know please. I will file a formal ADA complaint with the government. read more

They usually do a great job, but today the gentleman that was helping me at 6pm at the Apple Store in the Santa Rosa Plaza was not having a good day. I went in to get my Apple Watch reset. I was using an android, but since I switched back to iPhone, I had to get my Apple watch reset in order to use it. I explained the situation to the gentleman assisting me then he looked at me weird and asked if I had the receipt. I them said what receipt? He said you know the receipt people get when they buy something. I looked at him and said well I'm not going to have a 7 year old receipt . I didn't know I needed it to reset my Apple Watch . Then he said well there's nothing I can do and walked away. I literally went there for no reason. read more

I went to the Apple store in Santa Rosa. I was interested in purchasing a $250 hands free device. This is the second time I have dealt with the manager of this store, Jeanette. Lousy customer service. This lady has no personality. I do not have urge to go back to this store anytime soon. read more

Worse customer service imaginable. I spoke to someone on the phone told them about the problem I was having with my laptop. I made an appointment waited in a long line. When I finally got to see someone they were incredibly rude and refused to work on my brand new apple laptop because I didn't buy it there. Why didn't they say that on the phone. Total waste of time. Take your business elsewhere. read more

Would absolutely give this store ZERO stars if I could because they don't deserve any. Had an appointment and waiting 45min after my appointment just to get some help. As well as no one even being kind enough to provide any help and try telling me that my phone was not downloading the pictures at times because that's just how it was. What kind of help is this!? No I paid for warranty at least have the decency to open my phone and run a diagnostic not refuse me one. While I was waiting I also saw several workers just on their phone not asking anyone else in the store if they had any questions. WORST CUSTOMER SERVICE EVER! read more

Store manager Rob was rude with racist vibes and so not professional. Not an helpful person as a store manage. Other staff was embarrassed by his language and so was I. Very disappointed. End up not buying what I went for. Apple u need to make some serious changes to this particular store ASAP. Prime example of non professional leadership in its finest. You are going to loos clients/business because when u hire and give power to people like Rob. read more

Another return to the apple store with a 5pm appt yesterday and I had to wait an additional 20 mins to be helped. This time it was a BEATS headphone issue. I spent $300 on these Beats for my husband about 5 months ago and within 3 months of owning them..the leather covering had come undone (see photo below). I explained to the associate that was helping me that this should NOT happen with $300 headphones. His response was "I agree with you that's why I dont buy Beats, I buy Bose". HAH even your store employees agree Beats are overpriced and poorly made. The process with defective Beats is that you have to make an appt at the Apple Store and they send it out for repair. I asked what happens if it's defective again, he told me I have to send it out again. Not sure how long this will go on but clearly I am not the only one online complaining about this known issue with the leather covering coming off. Terrible. read more

Apple - $300 BEATS headphones with leather covering coming after after a few months of use. - Computers Near Me - Santa Rosa, California

Wow. Very bad customer service. It's hard to do such a bad job, but they were well trained in customer alienation. Good job Trevor and Wesley. Was told to bring my MacBook Pro to the Apple store that is 40 minutes away. The day before, Apple Care confirmed my computer was eligible for the mail in or repair program at any Apple Store for this know bug. My husband drove it there and was turned away and told my computer was NOT eligible for the repair program. It would cost $800 to fix it. On hold again with Apple Care now, spending time, money and my nerves trying to resolve this problem. Is it worth it anymore? Apple what happened to you? I used to love you and now I hate you. read more

I had an appointment to see a genius at 2:30pm - I'm now waiting in a line for 30 minutes so what was the point in having an appointment?! No explanation given when I checked in about a wait unacceptable read more

I love Apple Store but I have to give you a star only. I used to go to Corte Madera store for any questions I had with my iPhone but now living closer to Santa Rosa I stopped by that store due that I had a few questions on my new iPhone and on my MacBook. Well to make a long story short I was assisted by Regie that's the business card she gave me. I first asked her on my iPhone that a message kept popping up every few minutes. she fixed that in a few seconds than I proceeded to ask another question and got shot down right away by her telling me to go getsupport.apple.com or call. I tried a few times to ask questions and every time she would interrupt me and tell me the same thing call AppleCare, call apple care, call apple care. I not only felt rush but the girl made me feel like simply wanted to get rid of us and didn't want my business. Oh wait she didn't want our business and I didn't even get to ask about my MacBook appoint. My last attempt to ask a question was I wanted to make an appointment and was told no appointments available today which I said that's okay I don't need it today. Can I make it for another day and she said again call AppleCare! So apparently I can't make appointments at an Apple Store!!!!??? So I left very frustrated and really upset! Went two days later to the store again and I received a friendly service right away and was able to make an appointment for next week. Totally different service than previously. I guess it just depends who you talk to at Apple Store and who is willing to help you. Wish me luck on my appointment for next week to see how it goes. Bottom line I know retail business gets crazy and we all have our bad days and that's okay but all customers want is help with their new exciting gadgets. A smile and great service goes along way. read more

Apple - This is what I was given so I could stop asking her questions since appt can't be made at the Santa Rosa store per her info. - Computers Near Me - Santa Rosa, California