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

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

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

I have had terrible experiences at this store. They do not follow through with their assistance of the customer (even if you have an appointment)unless a purchase and/or money is part of the interaction. WARNING: They lied to me about my battery. They would not sell me a replacement battery because my phone was "old, dead, worthless". I needed to buy a new phone. I have a iPhone6. Funniest thing a couple of weeks ago it started working again. If they can control our phones what else can they do with them. P.S. THEY SHOULD REPLACE ALL OF OUR BATTERIES at NO CHARGE TO THE CUSTOMER!! read more

the Santa Rosa Plaza Apple Store is horrible I attended two times for repair my watch and in both cases I waited more than 30 minutes and nobody help.! with my appointment already scheduled.!! and 10 other employees just chilling in the front door store doing nothing.!! NOW THEY REMOVED MY COMENT IN APPLE PAGE read more

Apple - Computers Near Me - Santa Rosa, California

Everyone is very friendly and knowledgeable. I've had two appointments at the Genius Bar about a year apart, different devices, different issues. Both times, I showed up about 5 minutes before the appointment, found someone to get me "checked in" and waited and waited and waited. And waited. What is the point of going through the online system and making an appointment. Very frustrating. read more

I have to wait 30 minutes just to buy an iPad... I don't need any help. I know exactly what I want... Apple isn't what it once was... or maybe it's just this store. Save your self the hassle of coming into the store... not worth it. read more

This store staff has a SERIOUS customer service problem. Attitude towards customers is terrible. I called today to change my appointment time and they transferred me to Apple Care. Refused to reschedule my appointment on the phone. This took a huge amount of extra time. It is not the first time that I have experienced substandard customer service at this store and mentioned on apple feedback forms. Obviously no one is reading them or no one cares. They are making too much money to care about their customers anymore. Just send them to the 800 number till hell freezes over. read more

This place is not as bad as some 1 Star-reviews here might indicate. The store is in a terrible mall and I am surprised that Apple would even be here. If you're looking for big city service, you're just not going to get it in Santa Rosa. The staff is average, white, young, and poorly trained in delivering an experience. However, they had what I needed, which was an AppleTV remote. They knew where it was, and I was in and out in no time. read more

They make you wait when it is not necessary 2 hrs I scheduled the wrong appointment so the said I was a walk in and punished me.

My granddaughter and I came in at about 5 pm today. Ryan helped us with unlocking an iPhone.Ryan was so friendly & helpful. We felt he did an outstanding job taking care of us. We felt Ryan went above & beyond helping us with our problem. Thank you Apple store & awesome associate, Ryan!! Becky A read more

A dozen "associates" standing around. Hour and a half wait to tell me broken iPad Pro (paid a grand) screen couldn't be repaired but I could buy a refurb for $500. Why couldn't someone just tell me that in the first place. What do all those people standing around chit chatting to each other do anyway?? Also, same visit, my MacBook Pro screen was damaged and they said that's a separate visit and told me I'd have to wait another 40 minutes to talk to someone. Drove 40 minutes each way to get there. 2.5 hours invested and zero resolution. Sorry , but I miss old school customer service not millennial BS. Love the products but losing the love via the backend service. That will be Apple's Achilles heel. I give up on that place. I'll fix it myself. read more

We live in Sonoma. Today we looked up the Apple store hours in Santa Rosa on both Yelp and Google to make sure it was open. Both Yelp and Google listed the Apple Store as open, with it's special holiday hours listed. We arrived at noon, well within the listed hours open. We arrived, and the entire mall it was in was closed. The hours listed on both yelp and google were incorrect. We drove 1.5 hours round trip just to go to Apple to buy a new Apple Watch for my mother. What is most frustrating is, someone actually manually confirmed these holiday hours on the stores Yelp page. They were also listed on Google. Yelp does not confirm holiday hours as listed on this stores page without someone manually confirming it. Very disappointed read more

Disappointed! Yesterday I wanted to purchase an apple Lap Top at this store. I came in in the morning and was there by 10am. A greeter approached me and I explained myself. She entered my name on a list and told me someone would be with me shortly. IO told her my choice was pretty much made and I just needed to ask a few question to refine which lap top to get... Time passed and after 15 minutes an employee approached me and told me they could answer my questions but could not help me buy because they were assigned to the watch's and not the lap top (but she wasn't helping any customer)... Not cool #1. Then 10 minutes later a manager came and told me that I was number 3 in the queue... and left. She could not take the 5 minutes I needed toi buy a over $2K lap top! Bummer #2! 10 minutes later that same manager that I observed not helping customers and just letting them know where they were in the queue came back to tell me I was now number 2! She could have helped me twice by now and I would have been out the door and an other customer could have been helped... but no... it was more important to let the customers know where they were in the queue rather than helping them to buy... Disappointment number 3! Finally after 45 minutes of wait I had the luck to be served by Brittney who was absolutely awesome (sorry for this one star review Brittney, you deserve 5 but this is for the store). I told her I was about to walk out and that I needed 5 min to get what I wanted. She understood immediately and made my experience with her absolutely great! I left 5 min later with my new lap top and a great last 5 minutes experience! So Apple, what is going on? I always had an awesome customer experience with you and in all your apple stores! Your organization sucks! Your managers are clueless about customer experience and need to understand customer service! Your customers (I am one) and your employees (like Brittney) deserve much better. Wake up! I am available to discus this as I indicated in your internal survey but this is for all to see. Wishing you to make some serious changes in your customer experience management. And I am a fan of your products! read more

I've just come from a A+ experience at the Santa Rosa Apple Store. I'd been having trouble with the charging port on my iPhone 7, and I called Apple Support, where they set my appointment at the SR Genius Bar. I arrived a minute early, spent that minute in the check-in line, and was directed to the nearest table, where my Genius appeared mere moments after I sat down. I described the problem, he asked if he could take my phone to the back, and he returned about five minutes later with my phone, fixed, working as it should. Turns out lint from my pocket had built up in the port. He advised me to never try cleaning the port myself... "if it happens again, bring it in and let's us do it." Everyone I interacted with was friendly and efficient, and I was charged nothing. Total time in the store: 10 minutes. I say this because so many of the negative reviews result from being made to wait. Yes, it's frustrating, and I've had to wait longer than I'd like at this store, too, more than once. But today I was asking for a (thankfully) minor fix, and I was in no hurry. It gave me a chance to watch just how hard the staff of an Apple Store works. They seem to be slammed every hour they are open by people who don't know how their devices work, and they perform every task about 25% faster than "briskly." Apple builds a high expectation into their marketing of the Store concept, so when people are disappointed, the size of their outrage tends to mirror the size of the gulf re: Promise v. Reality. They did a great job for me. read more

Well, been on with ATT now for an hour and fifteen minutes this time. Since I'm on hold at the moment, since I will literally explode if I don't rant at something, and since it's all your f'ing fault, Apple Santa Rosa, you get to be the target of my rage. Do not buy your products here. Especially anything that requires a service plan. Unless, of course, you have nothing better to do on your Thursday night than unf things their incompetent sales people f up. read more

Came in to get my mom sized for a Solo Braided Loop. After being sized this location did not have the exact item in stock, however; I was able to order it online and was glad we could get sized here and try on the watch bands to make sure it was a good fit. Employees were kind and welcoming. read more

Waiting, waiting, waiting, waiting even though I had an appointment. Waiting, waiting, waiting. Finally, I got a Genius and felt better. Very fast in his explanations to my questions. I'm thankful that I have some tech knowledge otherwise I would have been lost. Salesman, slick, confident, quick, a smooth operator but, in the end, I got what I wanted. Backup crew a dream. Just keep waiting. But this is Apple, right? You wait. I will be an Apple customer the rest of my life unless their products turn to dust. I think not. Just keep waiting. read more

Proceeded to make me wait 30 min (with appointment) only to tell me they couldn't help me until the next day, something that would have been very useful to know if the woman I talked to first didn't dismissively shoo me away. Awful service, completely inept staring at iPads and ignoring people in front of them, useless. read more

Received no help from an employee who accused me of stealing my daughter's iPad ! Then was given miss information about how I would have to wipe the tablet clean to bypass the lock screen. Thankful I was able to get help at a cell phone store! My daughters tablet is unlocked ! read more

if I could leave a negative review, I would I had to send my father into the store because I live multiple states away. My father approach an employee who remembered him because we've been dealing with an ongoing issue an issue that Apple feels no motivation to resolve this issue has cost me tens of thousands of dollars and is a very sensitive issue, any company with a moral compass would be taking this seriously Apple seems to have lost there is a long time ago. I cannot fathom how they're OK with this and I also cannot elaborate further on how frustrating it is to provide certain details that would motivate any person with a heart or soul to be concerned or to care about the issue with hand Apple seems to act to the contrary because each time I go to Apple with this specific concern all I'm done all that's done is they give me more work to do now that wouldn't be a problem if I hadn't already done all the things that they recommended spent two years in their perpetual catch 22 I have spent two years following their directions and I'm still in the same position. I was now if I were to Voice any kind of frustration towards her employee they just walk away they just walk away leave you with the same problem that you had before this is a morally bankrupt company, the fact that I have one of their phones in my hand makes me sick now it makes me sick to know that I still support this company. They are morally bankrupt and they do not care if your whole life is suffering because of their technology I'm really happy that you guys say things like oh this is your security protection, and it makes you feel better about yourselves. you guys are ruining lives just so you know what prompted this is I asked her for an email. I asked her to email me a copy of my repair that they made a form that notated all the things that were done with the repair of one of my devices. email it to me this seemed to be a difficult task for the most affluent company in America has more cash than any other company in America but asking them to send you an email is way way way above what they're willing to offer you in return good riddance I hope in five years this company no longer exists. at what point will the people have some recourse against you guys and your incorrect information that you give them at what point will you hold yourselves accountable for significantly affecting peoples lives in a negative way? We understand that you get money when we buy your stuff, but when your stuff hurts us, where's our money where is our money we'd like some of it back and you seem to have enough of it it just so you know and you're obviously not using it to make your products better they get incrementally better every year at the same rate and everyone should google look this up. Everyone of you should look up phone slowness relative to New Phone launch you see what they do every time they launch a new phone all of their other ones slow down. Yeah they get worse all the product that you just bought maybe a month ago a month prior comes out and now your phone is not even what you paid for. It's not less than what you paid for and that's to motivate you to go buy the new one. They've done every six months for 10 years , we allow them to do good riddance grow a heart Apple grow a heart you have enough cash you have enough cash for 10 lifetimes we'd like some of our data back we'd like some of our features back and what do you need with it? what is it that your safeguarding or what is it that you're planning that restricts you from giving us our own data while you hold it ? read more

Holly my Apple specialist was exceptional! She was very friendly and knowledgeable. She did not rush my service and was very good at explaining everything to me. She reset my laptop and explained what would be happening and then waited for my consent after giving me all the information I needed to make a decision. I am so glad she was my specialist and left the Apple store very satisfied with my service and the professional treatment I received from her and the team! Thank you Holly! read more

Always the worst service ever. Have Apple Care? It doesn't matter, they won't fix it. They will stonewall you and decline helping you. Watch out too, they erased all my photos after they guaranteed they were in the cloud. Managers do nothing as well. I guess we are all trapped with their products and lack of support. read more

Wow. When I think apple, I think of a high quality product, a fun atmousphere, and great customer service. We walked in the store looking to purchase a pair of beats or bose headphones. As they cost over $350, we wanted to be assured we were choosing the proper pair to fit our need. The sales person we originally asked was less than helpful and rushed to run away. I admit there store was busy but there were more than enough sales representatives to assist everyone. We ran into another sales representative Mitchell who was able to answer all of our questions or find us the answer. He went the extra mile to show us apps that may better our experience. He turned our experience around. Thanks Mitchell! read more

I've spent over $10,000 at this store in the last 12 months. $550 Airpods Max don't work. Bought them 4 weeks ago. They refuse to help me. I can't imagine how they treat people who haven't spent $10k there. Horrible service. read more

I don't understand why all the negative reviews! The staff were very helpful in my purchase of a new iPhone 12 Pro !

5 people are available to check in customers. There's about a staff of 15 or more and it take over an hour to get a screen protector with an appointment! They do not value customer service. None of the check in staff can apparently able to help with anything besides checking you in.... read more

I am insurmountably over come with disgust and anger. My mother went into this store today 11/12/2021 with a reservation to get assistance to set up her ipad that she had purchased through her phone carrier. When she arrived the "genius" at the genius bar proceeded to tell her that, because she did not buy the thing through them, he was going to stand around and watch her struggle until he felt it necessary to assist her. DISGUSTING. What are they paying you for? Maybe I should apply to this store if all that is expected of me is to stand around and be rude to customers and feel high and mighty for appearing to have some form of intelligence for working in an Apple store. Secondly, my mom noticed an elderly customer looking to get her macbook repaired. When the "genius" returned he brought his "genius" manager with him and they proceeded to joke about how she "worked on the first iphone". This was clearly to mock her age. Apple should be ashamed of themselves to allow their "geniuses" to participate in age discrimination. That must be it. Apple Endorses Age Discrimination. Rude, delusional, and pathetic. 10/10 Do not recommend. read more

Hard to book an appointment online. Hard? Actually, it was impossible! Finally had to call the 800 number to book a reservation with them. Came in at roughly 7pm. Place wasn't too busy, but the customer service... although nice... was incredibly slow. Couldn't find a salesperson around (except by the entry) to ask questions to. Going to an Apple Store is bad enough. Going to the one in Santa Rosa was even worse. No acknowledgement, poor service, long waits. When it's time to buy another apple product, I'll shop through Amazon, or drive a ways to the next Apple Store I could find. read more

I've spent over 5 hours at the apple store over the last two days trying to get the new phone and left for the second day empty handed. I get it's not specifically the stores fault but I don't understand why Apple makes it so difficult for you to give them your money. This whole situation has made me considering switching all my gadgets to another brand. read more

No surprise to see the low stars, manager was awful. Called me a liar after I explained the issues I was having and when I repeated myself he just kept saying "how can I help you, you don't know how our products work, I'm telling you this is how it work" I asked to report his poor service to his manager and he refused to provide me that contact. I walked out and did not purchase device. read more

Despite being ready to plunk down $$$$ for an iPad I found the staff very unhelpful. They don't have it, can't /won't order it , won't make another appt‍ I've never been in a store where the sales staff was so unhelpful. read more

Heartless customer service. I made an appointment to meet with customer service to address a battery issue with my iPhone 6S. I explained that my phone was shutting down when the battery was still charged. The service representative used their diagnostic tool to examine my phone, and everything checked OK. She proceeded to tell me that my phone was fine. I explained that my phone was not fine, and that it had been shutting off with 15-30% battery life remaining. I might as well have been talking to a robot, because she kept saying there was nothing wrong with my phone. Needless to say, I left pissed off. I really wanted to fix this problem before my 1-year warranty expired. I ended up resolving my issue with Apple through one of their online support chat sessions. I highly recommend going this route, if you're having a technical issue. You can do it from the convenience of your home, and don't have to deal with all of the crowds and waiting. I will avoid going back in person for any technical support issues. read more

We went in there to discuss our Belkin screen protector we bought and had installed there. It was under warranty but the registration email that we were given was not working. Instead of helping us look into it we were treated very rude and felt like they just wanted us to go away! I actually did leave very disappointed and did some research when I got home. The email address did change and I was able to find the new one and I was able to see that Apple did have an obligation to install the new screens free after they are shipped to us from Belkin. They could have helped with this process instead of being combative. The female manager didn't even know of their obligation to install the new screens under warranty and reiterated false information With a negative voice. read more

Customer service is the worse . I am going to spend amost $3000 on 2 iphones, but their customer service is rude. Never come back there again. Never buy apple phone again. read more

Really disappointed as a new Mac owner going to utilize my Apple Care warranty for the first time. I love my MacBook Pro, however, I've had issues with my thunderbolt connectors since two months in on owning it. Since I connect via ethernet cable to my laptop, these faulty thunderbolt connectors have been the bane of my existence, dropping my internet connection about 30 times or more a day, in which I patiently have to wait for it to re-connect itself. Extremely disappointing for a high end computer. Clearly its a horrible design for ethernet use. The connectors simply cannot withstand daily use with an ethernet dongle (its been only one year, 3 months since I got the laptop, and they're worn out? I wasn't even pulling them in and out, as I don't travel with the laptop.) So, they can fix my laptop, an issue that will take less than an hour for them to fix but due to their queue process, would need to keep my laptop for at least three days. Are you freaking kidding me? I run a business, without a backup computer. The young man offered me a membership program to be able to get a loaner. Really? Oh yeah, and the new thunderbolt would cost me $500. So much for that fancy Apple Care, I thought it covered defective parts wearing out. Because inside one out of the two thunderbolt connectors he saw a pin was bent, it voided Apple Care. And how would a pin get bent, other than by putting the ethernet adapter into that slot? I found the customer service at this store to be dehumanized and robotic. If I went into this store to purchase a laptop I probably would have skipped back over to Windows. But no, I bought it in Portland, where the employees seemed like actual people. I'll do whatever I can with local repair people to avoid returning to this store. read more

OMG, I'm in shock of how ABUSIVE and INCOMPETENT the customer service was -- and I don't use those words lightly. They did the OPPOSITE of customer service. The ANTI-CUSTOMER service. Rude, obnoxious, crazymaking. Seeing the other reviews shows me that this is a common experience here. Still, I'll add my warning to AVOID THIS STORE. That is, if you want to have someone care, listen, be helpful, or have any tech skills. MICHAEL failed at the most basic listening of very simple words. I'm not sure he was even present. But he felt totally free to look for ways to invalidate me! Like it was my job to please him, and he had no interest in pleasing me. On the other hand, feel free to go here if you like to have staff people who don't listen, keep acting like you said the opposite of what you said and are impatient as they take the conversation in the wrong direction, deeply don't care about your needs, take zero responsibility for their errors and incompetence at the basics -- and demean you in ridiculously false ways. Oh, and if you like places that require you to be obedient and never bring up concerns -- to service the staff instead of them caring one bit about you. I've been a loyal Apple customer since the Mac came out ... and I came in with a good attitude. I was stunned by the script they ran at my expense. You know the boyfriend who keeps telling you what's wrong with you instead of trying to help you? Yeah, that's the drama I experienced. Here's more about my experience of their crazymaking incompetence. 1/I call, do you have screws for my computer? Answer: I can't tell you. You have to come in for a "genius" bar appointment (!!) 2/I sigh and schedule a "genius" bar appointment. Since my mousepad is acting weird anyway. The staff person said that they'd evaluate that and give me an estimate for repair. 3/When I arrive, the greeting staff person talks like she has marbles in her mouth and gestures only vaguely where I'm supposed to go for my appointment. 4/The "genius" who finally gets to me -- MICHAEL, avoid at all costs! He should be NOWHERE NEAR customer service -- says they don't sell the screws -- and they don't do hardware repairs on my computer. Why on earth didn't the staff person know this on the phone? I had to go in for that? Also, why didn't the online appointment system tell me that? It knew what computer I had. I gently mention that it would've been good to know in advance. He shrugs says it's about "them", not about him. Zero interest or caring about the customer experience. 5/The "genius" didn't do even basic diagnosis. He didn't see the symptoms first, to understand what he's trying to solve. That's ridiculously basic! All he knew how to do was run the diagnostic software and reset the PRAM. That's not "genius." That's not even basic tech. An AI computer program could do this. 6/He asked if I backed up my computer, without saying why. I figured it was relative to a risk in their process. I said I did back it up. Like five times. Yet he kept going in different directions as if I'd said I didn't. He asked if I had Time Machine. I said, I might, but that's not what I used. I just dragged it over. Do I need to use Time Machine? No answer. Finally I asked, Are you saying that my backup isn't enough, that I need to use Time Machine before you'll reset the PRAM? He said, Oh you backed it up? My jaw's on the floor. Those were the words I kept saying. How checked out was he? 7/Time and time again I'm patient, repeating information calmly, trying to understand why he's not understanding, what he's thinking ... as my time is being wasted by this incompetence. Not once does he appreciate that. Not once does he apologize or take responsibility for his errors, his failures to listen. Rather, he behaves annoyed at me, like I somehow withheld the information about my backing up from him, like I was being difficult. My satisfaction wasn't even on the table. 8/He's so annoyed at me, he decides to leave in the middle of the PRAM reset! He says he has the right to do this any time. 9/So I asked for the manager ... who basically attacks me with the lies that Michael told him. He totally had zero interest in my experience or customer satisfaction. That to me says that this is more than about one person. This is a systemic issue with this store. And it's likely why the incompetence continues. Because they attack customers vs. listen and care about them. 10/I left stunned at this ANTI-CUSTOMER SERVICE. All I wanted was my computer fixed. I left feeling abused. Classic abuse. Blame the victim for the abuser's actions. 11/It made me question my devotion to Apple. It helped me understand people who see some Apple people as jerks. These guys were just jerks, plain and simple. AVOID THIS STORE. GO SOMEWHERE ELSE. Oh, and when I got home, I ordered the screws online. Which I would've done at the start if they'd told me at the start that they didn't have them. read more

The geniuses are fantastic. It is hilarious to me that they call them geniuses, but they sure can fix all those weird things that can happen with technology! We've gone a couple times when our family iCloud addresses got tangled, and such. They do a great job. However. The online process for making reservations to see someone was quite a pain. You'd think Apple would have a really great way to just make a reservation for the Genius Bar, but no, jump thru this hoop, you can fix it online, etc. so i gave up on that and just walked in. The DMV has a better reservation line than Apple! Go figure. Walk in mid morning weekdays and you don't have a long wait. And their staff are geniuses. read more

I was in this apple yesterday just to buy a wristband for my applewatch and I came to this two sales man and polite ask if they can help me. And we will get you someone to help you and I see him socializing with one female and so i waited and I came back again and I said " I'm sorry for interrupting but can I buy this?" And the was very unprofessional with customer service plus he is the manager of this store. He said "I heard you already and we will get someone" and continues still socializing with the female. But he was available to help me but he didn't help me at all. Both of them. I was very upset so I left. I was thinking if they're the managers why don't they give good customers service and the example but they didn't show them. Very bad service. read more