I have a 2014 MacBook Pro with Retina display. It's a wonderful computer and still runs well, but the battery was no longer holding a charge. I bought a third-party replacement battery on Amazon for $49 and took it here to see if they could install it. They refused to install it, and they also said that I shouldn't trust third party batteries (despite the high rating on Amazon) and that I should send it back. I was told a bunch of mumbo jumbo about how third party batteries don't work and will destroy my computer. They tried to pressure me into leaving my laptop there and charging me $199 (plus tax) for them to replace it. I told them that I wasn't ready for that right now and they didn't seem too happy about that. This place also has a very chaotic and hectic feel, like a capitalist version of the DMV. The person who "helped" me was training a new person who stood super close to me, and as someone who has social anxiety, the whole process made me feel uncomfortable. Even if you put aside them not being willing to help me with my computer, it's just not a pleasant place to be. Afterwards, I found a place in Livermore (Purl Computers) that installed it for $100, and now it works wonderfully. It's like having a (nearly) new computer for $149, and it's hard to beat that. Bottom line: it's clear that The Apple Store is about squeezing every last penny out of consumers. We can do better. read more

WORST customer service ever!!! Made an appointment to get my phone exchanged using my apple care that I pay for each month, only to be told I didn't make the "correct" appointment with "Genius Bar." I didn't know it took their geniuses to see a cracked phone. Very rude intake person. They don't care. All they want is your money and you to spend longer in their store than the DMV. read more

Great service once again from the Apple Store!! People complain about the wait, but really don't see the issue? We went, got coffee, shopped and once we got the text our tech was ready we walked backed. Mota was awesome and extremely helpful! Not only did he fix my Sons phone but he also helped me with my issue. I will always come to this store for help. Don't listen to those that make negative comments they're just unhappy people. read more

Went to pick up my watch - Mother's Day gift from my kids. The staff was nice and we didn't wait that long.

Too crowded. Slow service. Too I phone in for battery replacement 3 days ago. No batteries in stock. Said they would order one an e mail me when it arrived. Got an e mail yesterday saying the battery had arrived and If I did not bring the phone in by the 15th of Dec they would sell it to someone else. Took it in at 3 pm today. When they ordered the battery, I ask how long it took to install the battery and was told 15-20 minutes. At 3 pm was told the battery replacement would be completed by 3;50. Walked the mall and went back at 3;50. Told not ready would be a few more minutes. Individual told me he would keep checking and bring it to me as soon as ready. Never came back to me. At 4;15 stopped another rep and he said he would check. Finally got the phone at 4:20. Over promise under deliver! read more

I love coming to this location even though it is always super busy. There are plenty of staff members here to accommodate all of the customers and they are extremely friendly. If there is an item that is out of stock they are more than happy to order it for you and have it shipped to your home or the store for pickup. I have also used their repair services and did so by appointment. I chose to stay during my repair appointment and was helped on time and the gentleman that helped me explained everything in detail. You can also use this service as a drop off, whatever works best for you! On my visit this day I was shopping for watch bands for both myself and my husband. The associate was happy to help us try the various bands with our watches and get the band from the back that appeared to be out of stock for my husband. Thank you for all your help! read more

paid 500 bec of a broken screen on loaner a 50 dollar fixed turned into 620 soon as I paid they walked away no help went to the next guy I can't believe I got overcharged and treated with such poor customer service honestly felt like a black thing I'm done with apple read more

I hate to give it a one star. I had been to this place 4 or so times, and the policies and procedures they have, coupled with their inconsistent messaging is just terrible. On the 4th or 5th visit, I was asked to just stop by and my laptop would be serviced (parts ordered, everything else was setup for this moment). I even asked them on the call whether I need to setup a special appointment, and I was told that is not required and since the part is already available now at the store, the installation will just take few mins. However, when I went to the store (specifically chose morning time and I was the first customer since I did not want to burden them when there are lots of people), I was told that I will have to drop off the laptop and will have to come back again to pick it up. This is just incoherent and inconsistent messaging without any concerns whatsoever for customers. Rest of the service personnel at this center are usually cordial and it hurts me to give it such a bad rating, but they have to fix these type of issues and I hope this message reaches them. read more

Terrible, dismissive, and accusatory "customer service." The associates are anything but helpful, and seem more focused on being condescending, or outright rude, than actually helping customers. The Walnut Creek and Emeryville stores are a 180 in terms of customer service. It's bizarre how poorly the Pleasanton store treats customers. Shopping here is a miserable and difficult experience. Buying something entails begging for assistance, dealing with multiple associates, and then awkwardly standing around as entirely different people bring out whatever you were unfortunate enough to buy. They loudly sigh if you have gift cards, roll their eyes at questions, and subtly sneer at you if you don't have as much apple knowledge as them. I would not go here for help, questions, or to buy anything. You will be treated with indifference and anxious animosity. read more

Review written by Dave. Being that I hate Apple/Mac stuff to begin with, this review will be a treat. It started off that we had an appointment at 5, and we were going to be 5 minutes late because of a ton of unexpected traffic, and we are put on hold for 10 minutes only to be told since we didn't call early enogh, we would have to wait in a queue to be helped. So why did it take them 10 minutes to get us off hold? Who knows... but when we got there, there were plenty of staff just wasting time talking to each other while there was an endless supply of disgruntled people in line waiting to be helped. So eventually we did get helped, and I told the guy that the phone needs replaced under warranty as all my efforts to recover the phone failed (and Apple gives MS crap? How user friendly are vague error messages?). The guy spent, I kid you not, over ONE HOUR, to A. charge the phone enough to turn it on, and B. attempt to again fix the phone after I said the updates failed. Was he using some elite code? No. Some special cable and software? No. He did the same thing I did only he did it 3 times in a row expecting a different outcome each time. You know what they call that, right? So around 6:30, we are able to leave with a replacement phone. What a joke. read more

Apple Stoneridge Mall - Electronics Near Me - Pleasanton, California

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Asked about the new iPhone X(m) and was told was going to be $1099.00 for the 256GB. That was great until I've checked the website for verification. The prices was not even close to what Apple genius said. I was very disappointed with the information what Apple genius gave me. Can't even trust Apple to give the right prices. The price for the iPhone XM will be $1249.00 256GB. Way too much for a smart phone in my opinion. read more

I have had mixed experiences at this store but today's experience was so great that I felt compelled to write a review for a stellar employee. I have a ton of Apple products - iPads, macs, iPods, and iphones. At one point or another, most have had to come to this store for a reset or repair. My new iPhone could no longer charge and I was eager to see what could be done. Karl assisted me and was very thoughtful, caring, and considerate. He spent time talking to me about the issue calmly and professionally, and assured me he would keep me updated throughout the process, which he did. I didn't have to worry about him getting distracted by other employees or customers (this has been my experience in the past with this store location). The entire time I could tell he was focused on my phone issue and he was genuinely trying to help me. When I got a phone replacement, I asked if I could buy another screen protector and if he would be able to help me with that, and instead he offered to move the screen protector from my old device to the replacement. I don't think most employees would even think to offer that. Also, I believe he stayed overtime to help me because he knew how anxious I was with the process (in the past employees have switched mid way with me and not checked back in later when they're back from their break). I was really worried and scared when I arrived at the store but I left feeling like a truly valued customer - and that every penny that I ever spent on an Apple product was worth it and then some. Thanks Apple for having great employees like Karl!! PS I didn't have an appointment til I arrived at the store. I waited about twenty minutes to be helped after signing up. Given how busy the store is, I didn't think this was unacceptable. I think they've done a pretty good job of staffing the store based on customer needs. read more

Wow don't come here These people are rude as heck Horrible customer service Horrible management You have a problem Don't count on these people To help you thier here to work Against you not for you Go to Bay Street Emeryville read more

I work at the mall and have been to this store a few times. They are very helpful. The first time I went was during the extreme pandemic. They were only allowing certain people at the time, Everyone was very friendly and helpful. I read some of the bad reviews from people and maybe they just had a bad experience depending on their issue with a phone. The lady that works security was very helpful in sending me to the right person. I was clueless as to how to get my phone fixed and she told me who to talk to, to get an appointment. I asked her if she knew anything about air tags. She said she has some herself and even explained how they work, while i waited for my phone to get fixed. The guy that called her racist is clueless. This woman is Mexican I think. I heard her speaking fluent Spanish and even helping some Spanish speakers that needed to buy a phone the last time I was there. I think that guy making comments about her is a misogynistic male. I'm black and I have big lips. Why would he comment about her looks? Would he say the same thing about me as a black woman? I hope he never comes to my store. Today I stopped by to find out how much the air pods cost and ended up buying some pros. They weren't too busy. I was in and out in about 5 minutes. The guy working at the back of the store was very nice.. I think his name was Julian or Julio. I had to make this review because he was very helpful. read more

I went in to get a new iphone 3 weeks ago, i walked up to the first guy that works there because i saw him just standing there but was not willing to help and he was pretty rude when i asked him a basic question. Until i met this guy name Julien, he was approachable, friendly, and his service was phenomenal. He stayed and helped me set up my phone. Def great experience with Julien. read more

Yelp, please allow half stars. My review is really an overall of 2.5 Stars. The good news is, the problem was (mostly) resolved, the bad news is I had a 3:10pm appointment, but had to wait 25 minutes for someone to see me. To me it looked like some walk-ins were being helped first or maybe there was a mad run on all the other available booking times. This is all speculation, but in my opinion why have appointments at all if you can't keep them to within 5 minutes of the time scheduled? The last time I went the same thing happened, only I wasn't as pushy asking the check in guy and reminding him we were waiting. That last trip cost me over an hour, this trip cost me 40 minutes overall in the store (this is not including the 50m RT travel time from Livermore). The kid was able to help us, but it was lame that we had an issue at all. My daughter plugged in her 4S to backup/sync and the phone updated, but failed mid-update and then wouldn't turn on - it went back to factory restore mode. We were told this is a common thing, but again I think it's ridiculous. Fix that bug, Apple! No one wants to go to the Genius Bar just because they chose to accept the Apple update. This trip actually took longer than renewing my license at the DMV - no joke. (Side plug, make your appt with the Tracy DMV, they are wicked efficient! Worth the drive). I mentioned our issue was mostly resolved because by the time we got home and plugged in the phone to do the restore from backup... the phone wasn't recognized on her laptop. We tried different USB cables, different ports, rebooted everything etc. We finally found a tutorial on how to take care of this issue in 5 steps plus a complete re-install of the iTunes software. A pain in the patoot, to my mind, but such is the curse of owning a future robot overlord in the palm of one's hand. The service is friendly, but honestly they just need to stick to the appointment times for us working stiffs. read more

The Apple store here is so, SO busy. I came on a Friday afternoon hoping to get a walk-in appointment with a shopping specialist to look at and try on Apple Watches for my mum. Unfortunately, they were so busy that they turned us away and had us make an appointment for the next day at 10:45 AM. That next Saturday, we reached Stoneridge at 10:15-10:30, but the mall only opens at 11. If this happens to you, just know that if you walk around back near The Cheesecake Factory, Apple employees are checking people in and letting them into the building. We did that and waited a bit longer before we finally got into the store. By the time we got in, it was already super crowded, and it was pretty difficult to stand/away 6 feet away from another person. I liked that they took our temperature at the door and that they cleaned all the products before we tried them on. However, I felt that the shopping specialist was condescending and impatient (though I guess I can understand the impatience, since there's probably a long list of customer appointments). I didn't really care for her attitude towards my family--after all, we were paying customers. I've always been treated with respect at the Apple store in Valley Fair, and I think that will remain my go-to for any future in-person purchases! P.S. I've previously purchased something online and picked up a product at this location, and that usually goes quite seamlessly. read more

Nickle and diming customers that spent thousands on your products. It's so funny that this company uses so many loopholes to avoiding making a customer happy. My charging wire started to tear so I was in the area anyways to see if they can exchange it or repair the wire. My warranty is current and my phone is less than a year old and this wire came with the phone. I've had so many problems with my iPhone X since I first purchased it. Three times in four months the screen was unresponsive, at the third time they finally agreed to my request of exchanging the phone for a new iPhone X since what I had purchased was clearly faulty. Should probably do some trial and errors before releasing products. It's a pain in the ass to buy a $1000+ phone and have it fail on you THREE TIMES IN FOUR MONTHS. Your "geniuses" should find a reason to say yes to the customer not make excuses to customers that have returned over and over for products. Might be time to broaden my horizons. Very disappointed in your "superior customer service." read more

Updated review: The process for getting someone to help is completely bent. We arrived about 15 minutes before the doors opened. Everyone was told to make a single line. We were about fifth in line. With plenty of geniuses, this should have been a walk in the park. When the doors opened everyone rushed through the multiple doors where geniuses met them with open arms even though they hadn't entered as part of the "single line". By the time we got in there was nobody to help us so we stood by the iPads. This seemed appropriate since I was there to spend over $1000 on a new iPad. We stood there for 15 minutes before Mark went up to the guy that had insisted everyone be in a single line. He told Mark to get in line behind someone that was standing at the doors. Someone that had not been there 15 minutes before the doors opened. And at that point I insisted we leave... and we will NEVER return! read more

Aaron was kind and helpful he helped us and stayed calm and professional. And I thank him for being so kind

Had an absolutely horrible customer service experience today. If i can't trust Apple's own Wallet for their gift cards, and I can't trust the Apple Store employees to care let alone help, what am I to do? I'd recommend staying away from this store. I took my MacBook Air in for a battery replacement (out of warranty, not yet obsolete, so fine). Started out good. They even got it done a day early and called me to come pick it up. Took ~20 min to get from the back (annoying, but the place was packed). When they rang me up, their system showed my gift card as having $60 less than it showed in the Apple wallet on my phone. Note, this was the Apple Store, I was using their system for keeping my gift card, and this balance has transferred across my last couple iPhones. When it says $125, I expect it to mean $125. Here's the customer service fail: when it rang up different, they were both unhelpful and rude. With blank faces, the rep then the manager both ignored the balance on my phone and told me that I'd have to call support. No "that's weird" or "let's figure this out". Instead, it was a clear: "you're screwed, we don't want to deal with it here, so we hope you just give up. We wont even give you the service number or help you figure it out in any way." When I pointed out the problem of it showing in my wallet as one balance and their register as another, and that this experience was failing the "it just works" promise, then managers response was "what promise?" I did an actual double take and asked him again if he was the actual manager. He assured me that he was. After a ridiculous round-and-round my kids finally started melting down and, I told him he needed to do the research to clarify. I was explicit that I would come back to clear up any outstanding balance, but i needed to leave with my computer, so he had the choice of ringing me up for the balance on my phone + the $15 is still owed, or I could leave and he could send me a bill. The kids melting down was the point where he seemed to realize he was being ridiculously unhelpful and had the rep ring me up for the gift card balance in my phone + the extra $15. I said it above, and I'll say it again here: If i can't trust Apple's own Wallet for their gift cards, and I can't trust the Apple Store employees to care let alone help, what am I to do? I'd give the customer service a 1/10. And highly recommend another Apple store or another company entirely. read more

3 weeks ago, my son dropped his 4 month-new iPhone 6S on the ground and cracked its screen. Unfortunately for us, we bought it from Target, and even though we bought the extended warranty with it, the warranty did not cover screen repair. You can only get a brand new phone if you paid a $200 deductible. I called all over town for screen repair, and they quoted me prices ranging from $139++ to $169++. Finally I called Apple and they said that they charge $129++ to do it. I asked why it was cheaper than outside, and they told me it is because they want to encourage people to take their iPhones to them rather than to 3rd parties, which might void your warranty. The only caveat is that you have to wait for an appointment with Apple. I was in no hurry, so we waited for a week for the next available appointment slot. The appointment went well, and they took my son's phone and told me to go back in an hour to collect it. However, during the repair they found that the home button finger recognition feature no longer worked, so they offered to give us a new phone, for just $119++. This was cheaper than what they quoted me for just fixing the screen! Not only that, they gave me a free screen saver because my son's original phone had one. My son was ecstatic, until he discovered that he had lost all the photos he took on his phone from our Yellowstone trip. Then he cried and begged me to ask them to give his old phone back. Luckily, he had iCloud sharing, so all of his pictures were already saved on iCloud and my husband was able to pull it down for him. Then he was truly happy, because not only does he not have a cracked screen anymore, he has a brand new phone! I am so impressed with the professionalism, efficiency and generosity of the Apple store employees that I decided that the next time I buy an Apple product, I would buy it from them. And I would get the AppleCare. With AppleCare, the screen repair or a phone replacement is only $79 or something like that, much better than Target's extended warranty. Last week my husband bought me a new iPhone 7+. We got it from Apple, with AppleCare, and we couldn't be happier with it. read more

I haven't visited an Apple Store without encountering a copious amount of people. After all, it's hard to avoid when your on a work schedule similar to most of the general population! I have been here on several different occasions: to browse and see what's the latest and greatest (i.e., things I can't afford quite yet), to buy my first ever Macbook when I started university, and on the sad occasion I had to get any repairs done. I can't really complain on the customer service provided, but I can duly note that this place is busy, busy, busy. BUT to be fair, I personally haven't encountered downright horrible service. When I came during busy hours, as I far as I could tell they did their best to accommodate potential customers or interested buyers but even so it did feel like somewhat of a zoo in there! (especially after 5 and on weekends)! If you need to get a repair or want to talk to someone at the Genius Bar about your apple product that may be malfunctioning or what have you, I HIGHLY recommend planning ahead and booking your appointment online. I have done this more times than I probably would've liked to, but more often than not I assisted on schedule as long the Genius Bar isn't super backed up and behind time-wise. It's a love-hate relationship due to the business of this location for me, but the Stoneridge Apple Store is by far the most convenient for me so if ever something happens to my Apple products or I decide I have the money to buy another...I'll likely return. read more

Employees here are super kind and helpful. Appointments are recommended--highly recommended! Walk-ins will require you wait as appointment take priority. You may see employees looking free but they are waiting on their appointment, so don't get mad. Three stars because I came for Apple for Education discount which us like $100 off a macbook and you get free airpods. Well, the final price in person and online did not match. The employee who helped me assumed it is because it is cheaper to customize your laptop online compared to having a already programmed laptop. That doesn't entirely make sense to me, but ok. It was only $60 more so I bought the macbook in person anyways. My boyfriend needed the laptop within the week and the online order would come in two weeks. read more

There's really awful customer service going on here. I came in with a genius bar appointment to get a buzzing speaker looked at on my year-old MacBook Pro. The lady who helped me, Sam, was courteous enough but did not take my issue seriously nor made me feel all that confident in her competency. She didn't know how to find the sound tab within system preferences and didn't know that she had to connect to Wifi in order to load a YouTube video in my browser. She also made a stab in the dark and told me that my speaker was blown. She immediately wanted me to pay $858 to replace my speaker without offering me any proof whatsoever that the speaker was indeed blown. At my request (when I shouldn't have had to ask), she ran diagnostics which came back saying that my computer was problem-free. How would diagnostics not tell that my speaker was blown? She was still ready to take my money at that point, but I had to again request that they open up my computer to look and see if it was a simpler matter than replacing the speaker. She finally did so and came back to test the speaker. The problem was gone. I was grateful that she somehow fixed the issue, but I didn't get any kind of information on what was wrong with the speaker and I felt like she would have easily taken my money to replace something that didn't need replacing at all. I would definitely not recommend this location and if you do have to go, make sure to do your homework and insist that all options to be utilized before putting your money down on anything. read more

Short Story: As always, Apple stores are busy and the staff are friendly. Long Story: I came here a few weeks ago to pick up my new MacBook Pro Retina (late 2013 model). I took it home and decided that the 128GB HardDrive was too small. So I decided to upgrade to the 26GB model. However when I got the new Mac, it had a trackpad issue where it kept crashing. So, I took it back and then exchanged for a new model. In all my interactions with Apple, their employees where knowledgeable and friendly. I feel they really treat their customers well. Verdict: I'll go back to them in the future. read more

Currently at the moment I'm pretty annoyed. Came into this store to get my phone fixed and was told the next appointment would be next week. I come back a week later to find out someone messed up on my warranty so I had to come back again two day laters until it was updated in the system so they can actually fix my phone. I come in today around 2:30pm and was told to come back at 4pm to pick up my phone. I come back at 4pm and and they tell me to come back in another hour! WTF that's a lot of coming back! I feel as I have been very patient with this store. I'm pretty disappointed I just want my phone back and fixed :( read more

Ya so I'll try to make this one short. First visit in the week was to get an apple watch. Something that does not take to long and the very moment I felt connected to an apple store employer they were taken off away from me. 2-3 times. I even told the manager "how do you know I would want to go through with the sale with another person that I am now forced to connect with. Do you mind offering him some Overtime!" They both chuckled in agreement nodding. Then another person I was introduced with, and was put in a position to reiterate myself to get the current agenda accomplished, was put on there break right after that. I then voiced what I am posting. Like "yall just took me from dude whom had to go home and I just start to get comfortable in dialogue with this woman and now you want to introduce me to Joe shmoe?" They all agreed accept the short stocky Philipino dude,who I didnt care at the time to get his name, who just laughed in a mocking way as if I didn't make a point. Other part of that experience is that I was cotton mouth shoping I know my rep noticed this, but thats hear say. Whats fact is I asked for water and they had to direct me to the starbucks across the way. Your supposed to have water handy for your customers. I know when I worked SIS security at other Apple locations they were quick to do that. They would emphasize on making the customers hopping experience the best one possible. I had more problems that I could go on and on about this place and more reps as well bt lets just put it like this I have worked and been a consumer at over 10 and maybe even 20 apple locations and some having on going relations and none of them always the best but this was by far the worse. Went back and dealt with a guy named Lee he was great. Made the whole store just go up a star in my review (from 1 to2 stars) read more

I've had some previous good interactions at this very busy store. However tonight I arrived to return an item. I wasn't aware the store closed at 7, however I arrived right at 6:59. They were all closing up-shutting the windows. I asked the person near the door if they wouldn't mind just processing the return since I was there but she was very rude and refused. I get it-they want to close up. But they still had customers in the store and she knew I only wanted to process a quick return. I've been accustomed to Apple having good customer service in the past but tonight they really irked me. I wasted an entire trip-40 minutes total of my time - and they wouldn't even entertain the the thought of possible going above expectations to help someone one time. read more

I came here on a Friday evening to purchase new ear buds. The new location at stoneridge mall looked nice from the outside, but it was a total mess inside. THE EARBUDS WERE BROKEN WHEN I UNBOXED THEM TO MAKE IT ALL WORSE. I'm so annoyed that item was broken and that the customer service was messy. Not a clear layout and significantly understaffed. First of all, there was no one there to greet me or ask what I needed. Then, once I found the earbuds I wanted, there was no counter where I could go and pay. There wasn't a single employee available to help as they were with all with other customers. I asked where I could pay and they pointed me to only one employee. A busy employee who wasn't even helping customers with a transaction but instead explaining different models. I asked if I could purchase these online with free shipping and wanted to leave but then the employee left the other customers and scrambled to help me pay and get out. Such a waste of time!! I hope they get more staff on board. The previous stoneridge location was better... read more

Apple used to be the epitome of Customer Experience. Now you are lucky to have a genius appointment where they even take the time to hear you out and address concerns. They have gone from providing that great experience that leaves you feeling warm and fuzzy to something much more transactional. My "genius" was rude and had an attitude from the beginning of the interaction, and was straight to A or B. These are your options. I am used to at least being asked how am I doing today, what seems to be the problem. I asked for a managers assistance so I could at least feel like I was heard. She passed me back to the rep after 2 minutes of interaction. I suppose I at least know now to lower my expectations of what to expect when I make an appointment. read more

Was visiting from out of the area, and my phone completely bugged out and wouldn't charge so i happened to go to this store to try and get it fixed....my mistake... First off, the greeters in the front were nice and helpful and directed me to go behind another customer who was with the appointment scheduler....and so I stood behind them patiently waiting. Then another customer started standing off to another side of them...and I'm like okay...I was here first...then when the first customer was done, I immediately went to the appointment scheduler (name is Grace)...and she rudely said that I wasn't next...and that there was a line. I kindly said I was there first....and there was no line when I initially stood. (it's not like there was a sign that says line was there...it's just open space and I had originally stood behind them to begin with). And then she asked the other customer if it was okay if I went first...not even apologizing or admitting she was wrong...still just accusing me I was cutting....when I was just waiting patiently with my girlfriend (which even my girlfriend was telling her I was definitely not cutting) So I was mad, but breathed in and out and fast forward, I book the appointment, waited some more, and finally got with the Genius to help fix my phone. The Genius was really nice so kudos to her, but said there is nothing that can be done with my phone...that I had to buy a new phone...and I told her I will think about it. Ended up going to a repair shop nearby, and the battery just needed replacing...phone works perfectly fine or as good as it was before it bugged out...and overall, was just a waste of time, and plain rudeness from Grace, which left a bad taste in my mouth for Apple Customer Service. Going to give Samsung a chance soon since this was just uncalled for in multiple instances (and especially the fact that I was already considering switching due to iphones being obsolete so quickly) but didn't want to since I've been using Apple for so long. read more

I recently bought an IPad from the Apple Store in Stoneridge Mall and I have to say the customer support was really bad. 1) They first were not pleasant to talk to and had a real bad attitude. I was in the process of buying a 900 dollar IPad and the person said what do you want? 2) He wanted me to give him the model number and even I did, he would say that was not available but would not tell me what is available. 3) I finally found one that was available and he would not even show what it looked like and said go to apple.com and look there. 4) I finally bought one for 876 dollars but was not at all happy with the experience. I then decided to return it since it was just too expensive. Here is what happened now. 1) The apple store is closed due to Covid which is understandable. 2) I then tried to return it online and their website for this is terrible and after going through a lot of digging they wanted an order number which I did not have. 3) I then called Apple Customer Support (waited 25 minutes on the phone) and the lady there said they are not taking back any returns that were bought from the Apple Store. 4) They said you just need to keep checking when the store will open back since no one has any idea. 5) I then will have to pay 900 dollars on my credit card bill since I am unable to return it back. If you are going to close all your stores at least allow people to return their products online. I can't believe how poor the customer support folks in Apple are. They have a lot to learn from Amazon. I will NEVER EVER buy anything directly from apple ever again! read more

I had an issue with my Macbook (yes, the one I just bought like a month and half ago!!) so I took it in, first I was told I had to make an appointment with one of their genius people... ummmm okay- guess I have to come back another day, and how do you expect me to get my school stuff done exactly? can I use the stores or something!! ANyway- I left on day 1 really upset- mainly because this HUGE project was due in a few days and being told I may have spend weeks without my computer was not very pleasant. in addition to not having my computer backed up, so possibly loosing everything. Let's just say i'd rather have my finger nails pulled out then to have to deal with this situation... make my appointment- go in and Kate helps me at the genius bar...it goes like this: Me: prepared to fight and defend Kate-way to nice to be mean to Me: um-its broken and I need it Kate: let me look at it... maybe 20 minutes goes past....... Kate: We'll just replace it since its new even though its past the 30 day exchange time. I don't want you to deal with being without your computer for over a week. We'll take your old one and transfer everything over to your new one. Can you come back in a few hours? Me: Um.. Yea! Final note: Thank you Kate!! You reduced my stress and probably gave me back like 2 weeks of life because now my blood pressure is back to normal.. You need to make an appointment- and yes thats a pain- but then you get Kate all to yourself!! the only thing that sucks is I don't think you get to request genius people... read more

Dear Apple, I tried replacing my battery for $29 today... I wasn't able to, not today, tomorrow, or next week. I first spent 39 minutes on the phone with your helpline this morning (32 of which were on hold), and unfortunately, we were not able to find an open appointment at my local Apple store (or any within 50 miles of me) this MONTH. I was instructed to check if there is a walk in appointment available. I made my way down to the Stoneridge Shopping Center and immediately realized my chances were slim to none. Nevertheless, I waited in the line to speak with an employee. I found out my options were as follows: -Wait for 5-7 hours today to possibly qualify for a walk in appointment -Come in earlier tomorrow to have a better shot of qualifying for that appointment -Wait 2 weeks to schedule an appointment during work hours -And of course, I also have the option of sending my phone into​ Apple to be fixed, which costs closer to $40 with shipping and takes "about 5 business days" According to my calculations, either way I break it down I pay more than $70 for this battery. Including this trip to the mall I would have to make at least 2 more, the mall is 20 minutes away from my house and costs at least $5 in gas roundtrip, that's already another $15 assuming my time is free. Being that my time isn't free, especially on Mondays when I'm at work, I figure I lose another $40+. A piece of information I found to be truly amazing is that if by some miracle my phone found its way into the hands of an Apple employee, then first a test has to be conducted which should take 15-20 minutes, then only if there is a battery in stock I will be granted the privilege to wait for 2-3 hours for an Apple specialist to replace my battery. Once again... only if there is a battery in stock. Fortunately, this story had a happy ending. I walked down to the phone repair booth in the mall and the 2 employees there that deal with 60+ phones daily were able to replace my battery in under 15 minutes for $45. I would imagine that if Apple really had its customers' best interests in mind it would invest either in training for its sales people to replace the battery (a very easy task according to Youtube) or would deploy more "Apple Specialists" to various stores. You are in tight competition with British Petroleum for all time worst PR responses, from Foxconn to Cobalt mining, to the latest. Goodluck, Ado read more

Today was the day I had to update my iPhone and I'm so grateful for the help I received from Paul. Such a friendly and helpful man, he walked me through the entire process with skill, precision and most importantly, with pure customer service. A great employee and human, hope to see him there again next time I need an Apple product. read more

I give this store 1 stars because I have to. They really deserve 0 stars. They are so unprofessional. They couldn't figure out what was wrong with my Apple iPhone 12. Really??? They would not replace the phone even though it was under warranty. One of the managers Ken is so Rude and arrogant. He needs to be sent to some supervisor classes. I will never go back to this store again. I ended up leaving and taking my phone to the Union City Verizon store and they ended up replacing my phone since they determined it was an issue within the hardware. 5 stars for the Verizon store... -5 for this Apple store including the supposedly manager Ken read more

I bought a new iphone 11 pro and was literally in and out in three minutes. Great service. Didn't know tax in pleasanton was 9.25, yikes. Of course that is not Apple's fault. read more

Sherise was very helpful when fixing my watch today. It was a pretty frustrating experience not having my watch for a few days, however, Sherise really took the time to sit down and help me. She was able to fix my watch after it seemed like it wasn't fixable. I really appreciate her great customer service and how she made solving my problem a priority. read more

Huge kudos to Angelica & Christian! They helped me get my screen protector on my new iPhone13 flawlessly! No air bubbles or dust, very professionally done read more