Reviewing an Apple store kind of feels like reviewing a Starbucks, they all seem the same more or less. Recently I had to make an appointment with the Genius Bar for my MacBook and arrived about 5 minutes early for my appointment time. I checked in with an employee and waited, and waited, then waited some more. Finally after 20-25 minutes, I asked a different employee who finally found someone to help me. I understand that things can get backed up with customers before me, but I noticed several employees just standing around and others talking to each other. So this was kind of a bummer. Luckily, the employee who was sent over to finally help us was awesome! *A huge thank you to Linroy (5 stars for him!)*. I hope that we can request him again should we ever need help at the Genius Bar or in general when we pop into this store. He was so knowledgeable, patient, and helpful. Never once did I feel like someone was just spitting out "tech talk" regarding why my MacBook was malfunctioning. He was super helpful and explained things in a way that made sense and didn't try to sell or over-sell us on anything. Thank you to Linroy! read more

The worst company ever. Please see my socials for reference. These fools weren't able to recover my Apple ID and I went over 3-4 times. They deleted my device. They were no help at all. For a company that boasts security.... Let's just say they ... DON'T. Let's see how long these fools stay in business. Oh I was physically dying from stress (because of this and breast implant illness... likely teetering sepsis) while this was happening. Had an iPhone since I was 16. The support team tried to create a fake dialogue that it was user error. I'm a dietitian who worked at Intel and Facebook wellness/ medical. They created a funnel to control what emails were sent and came in. The phone would alter messages that could be sent and what time. They disabled my iPhone. I called over 20-30 times. Sent feedback. Went in person. Made an appointment. Walked in. Eventually every single device I owned was disabled and I just left them there bc they suck. Like Frodo at Mount Doom. Apple sucks. You significantly contributed to ruining my peace, my health, my finances, essentially my life as this rendered me useless. Think about it. I hope the Department of Justice is able to obtain my data so they can trace exactly how you guys were liable and failed to do your job. Why were my voice memos location down the street from my house at some random shop. Why was my iPad's location at Art Docents at Fisher? Why? That was back in 2024... law enforcement was notified. This is just the tip of what started a cascade of illegal and unconstitutional activities. ATT said go to Apple. Apple said go to ATT. Back and forth we went. Damn, I think throat chakra just opened. Why are you still sending emails to my aol attached to said account that is unrecoverable yet not able to get me access to my account? Are you guys imbeciles? Other harassment and bullying tactics: They'd disable the safari from working. My phone settings would change on its' own. Messages and typed messages would be rewritten to include typos. Time zone would change. Verification codes would be sent as duplicates and not sent... then not work when entered correctly. The phone wouldn't work correctly. As if someone else was controlling the screen. Car (Tesla) wouldn't work properly unless I filmed it on my iPhone. What was happening. The keyboard suggestions were a dead giveaway away on who could be using my account. Those incidents were noted in my iCloud. If you obtain the account then you would see all the notes and screenshots that backed up this. You are the worst company ever. Shame. I'm a single mother who is a professional. With a damn good reputation. And a knack for attention to detail. Check my user data on every other platform. Self learning, self improving, and self governing. An intellectual and influential individual. Check my health records and dexa fit data.... Oh wait that got hacked. AI already knows my health, behavior, and social currency. Pristine. You guys messed up and justice needs to be served as I have not much more to lose. read more

They wiped my phone and eSIM Came in to buy a 17 pro max, picked one out, paid in cash, things were good. Because I was trading in my old phone, data had to be transferred. Why they send you away BEFORE transferring your data I DONT KNOW. My phone was wiped. Seconds before, I asked the individual if I needed to transfer my eSIM before resetting to factory default. He assured me I did not and continued to reset my previous phone and send me on my way. My number is gone, I can't gain access to my account, and have no way to recover it because they have my old phone. I've been dealing with this for over 5 hours. read more

I finally made the move over to Apple from Android. I knew what I was going in for but had questions especially about picking out the right Apple Watch along with my new iPhone. I came in on a Saturday afternoon around 1/1:30pm and parking was a bit meh but I was able to find a spot in the neighborhood and walked over. As soon as I walked in I was greeted and asked what I needed help with I was then handed over to a specialist to go over my product questions. I was paired with Al. He was very attentive and was able to answer all my questions. The store was moderately busy and at times random customers came up to him but he let them know he'd be with them once he was finished with my transaction. The whole buying experience is unique. They order the items of your choice from the back room and it's fulfilled while you're discussing other questions and I was also able to enable my new phone with my phone carrier on the spot. I was able to get exactly what I wanted and the customer service was great! This location has mixed customer service reviews but I had a great experience. I like this location because it's not in a mall and not in a super high traffic area. I'll be back! read more

Horrible service. I waited 30 minutes past my appointment time for them to tell me that it was going to be another hour to have a battery replaced. I thought that Apple was a professional company and had professional people. I can't say that I met any of them there this morning. There is a reason that this store gets such a low rating. read more

Customer Service needs improvement. It's not cool to be ignored and communication between the staff was ridiculous. I felt like I was being scolded when I asked questions. I definitely will take my money to another store. read more

We had an unusual circumstance where we bought a product that didn't have all the capabilities we had originally thought. The team and the manager, Nick, invested a lot of time and technical expertise to resolve our issue. Additionally, another team member, Brad, helped us to diagnose a problem with our AirPods. Excellent customer service. Unparalleled! read more

The staff here are amazing! I came in recently with an outdated iPhone that has a cracked back. I needed a battery replacement. They were able to replace the battery while keeping the phone in the exact condition as when I brought it in and with the screen protector still on it! I know that replacing a battery can be tedious as my sweetie once did that for me for another phone I had once and with so many small parts, it can be difficult. Sure, a battery replacement at Apple Store is not cheap at about $70 but my phone now works so much better. Thank you! I know though that eventually I will need another iPhone but being the cheapest new iPhone is about $500 nowadays, I figure as long as I have a good protective case and my phone does what I need it to do, I am fine. It is when their IOS programming is no longer compatible to my phone that I know I will need to upgrade. But with prices nowadays and technology gets outdated every 3-5 years, I will be getting a refurbished phone. I do not need to get the latest iPhone to standout. I just need one that has all the features that have been standard since the first iPhone came out in 2007. No bells or whistles for me. I am fine. Anyways, I especially liked that the staff there did not push a new iPhone on me. They only suggested it. The one lady that helped me there was so kind and patient with me as I outweighed the options. But I would definitely go back there again if I ever need anymore tech help. read more

Alex, Nick and Quinn were very helpful when I came in for help with my phone. They were real knowledgeable and quickly answered any questions that I had. They also quickly assessed the issues I had with my phone and how to fix them. I am so glad they were ones that assisted me. I would go here again since the staff were so kind and knowledgeable. read more

Apple Store - Los Gatos - Computers Near Me - Los Gatos, California

Instead of solving the problem onsite, they threw it to customer service who told us that the problem needs to be fixed at the store

I've been an Apple customer for over 17 years and have always had positive experiences--until today. I had an absolutely horrible customer service interaction with a rep named Anthony (LNU). I went in to get my phone replaced under AppleCare. Since I wasn't fully aware of the exact policy, I asked a few questions to better understand the process. Instead of being helpful, Anthony was outright rude, dismissive, and unwilling to address my concerns. To make matters worse, he told me to "just contact online support" because they "cannot help" in-store. Apple Store employees are the frontline representatives of the company, and this kind of behavior is shocking--especially from a brand that emphasizes customer value and experience. For all the marketing Apple does around customer care, it's disheartening to see them hire individuals who treat customers this way. Buyer beware when visiting this store. If you must go, avoid dealing with Anthony. read more

July 3, 2026 Beyoncé the customer rep at the Los Gatos Apple Store was great ! We bought a new IPhone . Beyoncé guided us through every step to transfer the data from our old phone to the new. She was patient , calm , knowledgeable, & supportive. She answered all our questions thoroughly , expertly , & took time to educate us on the new phone. My family & I have bought many iPhones , IPads , Apple watches, & IMacs over the decade. Beyonce has been the best ! For her expertise & support I would only buy at an Apple store Not BB, Amazon, Walmart to save a few bucks read more

I found them somewhat informed. They didn't know how to answer some of my questions. I'm not that computer savvy

I would choose a different Apple Store in the area... Went in to buy a phone, and while other guests were greeted and asked for help, I was not for over 20 minutes! Many apple employees were mingling amongst themselves, so it was very confusing (well, it's clear now!), as to why I wasn't help. Will not step foot in this establishment ever again‼ read more

This is the worst Apple Store I have ever been to, the people there are rude. They have this condescending better than everybody attitude. To be honest I felt like I was being racially profiled, and then I saw a (black) woman's post on social media, talking about her experience and how she was ignored for over an hour while they were serving every other customer who came in behind her and it makes total sense. For goodness sake, I'm not putting anybody down, but you work at an Apple Store! Show some class and dignity to your customers. This is the worst experience I ever had with Apple. I will never ever go to this location again, and I will make sure to tell everybody I know who uses Apple products to stay away. Do better! read more

There was a time, not so long ago, that I would have eagerly given Apple Los Gatos 5 stars, and sung their praises to the skies. No longer. After 30+ years of being a loyal Apple consumer, I am seriously reconsidering. On 8/21/25 I had a medical appointment in SJ. At 10:30, a doctor was going to call me. For some reason, I couldn't turn the "do not disturb" setting off on my phone. I spent an hour frantically trying to do so, knowing the Dr.'s call would not come through unless I could turn it off. Nothing worked! It occurred to me that one of the 'kids' at Apple LG would instantly know what to do, so I rushed over It was 9:20 a.m., and the door was open. I walked in. 4-5 employees were chatting in the rear of the store. A blond woman walked toward me and yelled: "we're not open!" I apologized, remarked that the door was open, and tried to explain (frantically) that I was awaiting a doctor's call, and just needed someone to turn the "do not disturb" off on my phone. She refused. I begged her. She just rudely and very coldly told me to "come back at 10." She practically pushed me out of the store. I was afraid that if I came back at 10, someone would then tell me that I had to have an appointment. So, in a panic, I blew off my other obligations in Santa Clara County and drove all the way home to southern Santa Cruz county...fast! ... so that I could grab my other phone and let the doctor's office know that they needed to call me on the other number. It would have taken that employee about 10 seconds, at most, to turn off that notification for me. The door was open, she was already at work getting paid...what would it cost her??? I would help someone in that situation FOR FREE, and she wouldn't help a senior woman in a panic. Apple...I guess you have lost all humanity. SAD read more

I came in to ask about settings on my phone since the font is so light. Kirten helped me and he's very knowledgeable and said I need a new battery. I can't be without my phone for more than an hour!! The store itself is petite with the perfect amount of Apple geniuses. They are so happy to help with any issues with phones or computers or iPads. A++ read more

Apple Store - Los Gatos - Computers Near Me - Los Gatos, California

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Anthony is an awesome employee, he greeted me instantly with a warm and friendly smile and great communication. Was very helpful and friendly with my order and made me feel like I was part of the family. Apple has gotten really good at keeping valuable employees and I really appreciate that. I've been shopping at Apple for many years and I feel that this generation of Apple please has what it takes to make the company look really good! Keep up the great work, Anthony! read more

I went in to buy a new phone and long story short I was helped my an absolute airhead. This lady made me literally second guess my purchase and ruined my entire experience she was nothing but awful. Didn't know anything, didn't help when I asked her questions, said "uhhhhh I'm not sure" more than 20 times. And just overall ruined my entire experience she was terrible, after buying the phone I lost 5 months of valuable photos because of her incompetence. Do not go here go to a different store! read more

After an update on my phone my calendar was wiped clean (except for pre programmed holidays) and half my contacts were gone. Went to Apple for help and was met with very big "attitude" from a floor rep. She was dismissive and stuck up and not interested in helping me. She blamed the problem on an old work email and said I had to contact someone from that office. What? That makes no sense, I've been retired for over 3 years and gone through many updates and never had a problem. She wouldn't help me further and basically turned away, done. This was NOT helpful and I am very frustrated by her attitude. I will avoid this store in the future. read more

Crowded and long wait despite plenty of staff walking around looking free. Love all Apple stores, including this one, but the only thing I was disappointed about was a long wait to talk to someone despite noticing quite a few staff around and most of them were hanging out looking free - the long waits totally didn't make sense. Finally when we were able to talk to someone - I'll admit she was super knowledgeable and quite patient with the number of questions we asked. Hopefully my experience was only a one off thing. Will definitely revisit for a second chance at a hopefully better experience. The store is well lit and well organized- just like all other Apple stores. They need to hire more experts I guess not just floating staff. read more

Apple Store - Los Gatos - Inside the store - Computers Near Me - Los Gatos, California

I made an appointment to get my iPhone battery replaced and had read in advance that it could be done while I wait. When I got there, the person was nice but said that they could do the "paperwork" and that I'd then have to come back within 5 days to "drop it off." I was confused and had to ask him several times to explain since I had an appointment. It turns out that they were just too busy and didn't have enough technicians. Thus, the "appointment" was a complete waste of my time. read more

On October 28, 2024, I purchased an iPhone 14 from the Apple Store in Los Gatos, CA. During the transaction, the Apple sales representative also recommended and sold me a Belkin screen protector, assuring me that it came with a lifetime warranty. He stated, "If your screen protector ever cracks or breaks, just apply for a new one through the Belkin website--they'll send it to you, and we'll install it for you." Seven months later, the screen protector shattered. Following the instructions I was given, I submitted a claim through Belkin's website. However, my request was denied because I had already discarded the broken screen protector. At no point did the Apple representative mention that I would need to save the damaged protector, take a photo of it, and upload that photo as proof to receive a replacement. Unfortunately, without this documentation, Belkin has refused to honor the warranty and will not provide a replacement. I feel misled by the Los Gatos Apple Store Sales Rep and am now out $44 for a product that was sold under the promise of a hassle-free lifetime replacement. read more

Went there to get my MacBook Pro battery replaced. Ten useless people standing around to scan my appointment. A different guy runs the diagnostics to confirm battery need replaced. Duh. Already knew that from Settings. Then he says have to leave the Mac for two weeks for a 15 minute fix and $245. I say I want in store repair. Mac tech comes in. Says 5-7 days. Clearly doesn't want to do it. Then tells me he is going on leave to have a baby. I tell him not helpful. Apple not the company it was. He says yes I know. Laughable. This once great company is going to fall on its face in the next five to ten years. Sad. Steve Jobs must be turning in his grave. read more

Great service! I love this store! I went to the store yesterday to purchase a new phone case. For such a small purchase, I was treated so kindly by three of the employees. It is so nice to have such a great team at this store and knowing they are there to help even with the little things! And the security guard is wonderful!l Who doesn't want a door opened for you while shopping? read more

This is a public service announcement. The service here is sub par, coupled with Apple employees not having your best interests at heart. If you purchase something here, they will only send you a receipt by email. They don't offer to print them out. Their products are under warranty for a limited amount of time. If you don't have your receipt to reproduce for them, they will not give you a replacement product or a refund. You need to keep your receipts from Apple in an email folder in order to cover yourself. Apparently, they used to keep receipts for customers as a record in their database but that no longer applies. They also don't inform or educate their employees about that. Only some of the managers know that. I found it to be really poor customer service to only offer to email a receipt and yet not keep a record of those receipts for their customers. Very poor customer service and the apathy from their employees is the cherry on the cake. read more

I scheduled an appointment at the Genius Bar to set up my new Apple phone. Upon arriving at the store, an employee asked why I was there. I explained that I needed assistance setting up my new phone and I had an appt for the Genius Bar. To my surprise, she informed me that the Genius Bar would not assist me because I didn't purchase the phone at an Apple store. I then asked if someone could at least guide me on how to transfer data from my old phone to the new one. She said I needed to back up everything to iCloud and transfer it myself online at home. This was completely unhelpful as I told her I didn't want everything to be in my icloud service. Previously, I had my old Apple phone set up at the Genius Bar without any issues. This time, I was shocked by the refusal of service. Ultimately, I went to a Verizon store, where a representative quickly showed me how to set up the phone. It was a simple process, yet the Apple store refused to provide this basic assistance. This experience was extremely disappointing and unacceptable. read more

We lost everything in the Eaton fire. I have an iPhone 12 with a known factory defect that makes it impossible to hear calls. Apple support sent us on a wild goose chase to have it fixed by Best Buy and T-Mobile despite it being a factory defect acknowledged by Apple. Apple has refused to help us and the senior support agent was beyond rude and insulting. We are homeless and without a working phone. I am disgusted by Apple's treatment of us at our most vulnerable. I will NEVER touch another Apple product again. read more

I love this Apple store , although the size of the store is kind of small , all the staff there are very nice and helpful . Parking is one of the problem to visit this store read more

Apple Store - Los Gatos - yay - Computers Near Me - Los Gatos, California

Next to impossible to call them, the phone just keeps ringing with no voicemail or anyone picking it up. Had an iMac Pro in service that died and won't power on. Was offered to replace the logic board ($1500), with no word on them erasing data from the SSD, and absolutely zero reason to do it either. The SSD does not come with the logic board and has been moved by them from the old board. Why they've reformatted it is completely unknown and no one could tell me. Yes, their agreement says *may* lose data, but they've done it themselves for no reason whatsoever. They didn't even apologize, claiming ignorance. No discounts or other options offered either. You're better off just doing it yourself. read more

I went to this Apple location for help with my iPhone and connecting to WiFi. It was having some issues and the staff were very helpful in identifying what the problem was. Apple is expensive, but they have a good system that is secure and the products last a long time. If you want quality, you have to pay for it. read more

Maurice was the one bright spot here and they let him go. Patience of an Angel but the younger group didn't know how to speak with him. Generational divide for sure. Maybe the store will always be there as they have a captive audience. Apple Corporate may learn in time to value seniors like Maurice. Good luck!! read more

Went in for a repair. They had it done when they said they would. Holden and Kirtan were friendly and on top of things!

On Nov 13, 2021, my iphone 11 stops working with flashing apple icon at boot. Went to apple store and was told nothing they can do about it. so a service guy Josh suggested to switch the LIKE KIND phone and we can return it within 90 days so we can think about it if we are not happy with the trade. They took our brick phone away and get us sign the credit card authorization for $400. Fact 1: Never present or mention service trade is not returnable. In fact we agree to the purchase because he said we have 90 days to think about it. Service guy (supposed at working the g bar) - his name is Josh xxx working the shift on Saturday morning Nov 13. 2021. On Nov 15, 2021. We went back to the store and want to return the phone. The manager Cynthia Merrill (store manager) first said the service trade is not returnable. Then she said service trade is not returnable in 14 days. We literally have this device for 3 days. She realized she has said something wrong and said she will go to the back and check if our brick device is still there..after 10 mins, she came back out and said "oh, your device has been shipped out...so we cannot do the return." This is the worst ever experience at apple store. While we are challenging her, she said you cannot talk at the same time..I asked her is that because my accent...she then walked away... Fact 2: Mis-information provided by this so-called store manager Cynthia Merrill. If we have signed anything on the "no regret" service trade, please show it to me. Your staff Josh did not inform us the correct info. You should honor the return policy either 14 days or 90 days whichever you stick to. This is a terrible borderline racist treatment I have got all these years in the U.S. Someone from Apple store management needs to look into this arrogant services and mis-information and lack of training in the customer services. Sadly, i hold apple stocks and will empty them tomorrow for good. read more

Apple Store - Los Gatos - all the service reps are in the front. the customer are hanging dry in the back lol - Computers Near Me - Los Gatos, California

This review is specifically for a genius named "Mike", last name is German, can't remember it exactly, might start with an "H" but not positive. I have never had an experience at Apple and Mike really went above and beyond to make it pleasant. He was so knowledgable, was able to diagnose the problem immediately, fixed it, and even helped me with a bent prong on my charger. We had a great conversation too and he was just extremely personable and kind. It's hard to find service and people like this these days. I hope he knows how much he is appreciated. Thanks Mike! read more

I had an appointment scheduled for 12:30 today to have some hardware issue addressed on one of our phones. I came 15 mins earlier to make sure that I am not late for the check-in, went through the check-in, then I was asked to sit at a table and wait for the associate who is going to work with me. Well, now it is 12:58, way past my appointment time and I am still waiting without any progress and the tech is still not available. Stay away! Next time, I will go to a different apple store. read more

Apple Store - Los Gatos - Waiting and waiting... - Computers Near Me - Los Gatos, California

The first and last time I'll ever come here. My fiancé and I came to this location already knowing what we will be purchasing. We were confronted by one of the security guys outside the store. Literally asking so many questions, RUDELY. "You know what you want? What model? What exact model and storage? You know this isn't a shop around thing because of COVID?" Like you think I'm coming here not knowing what I want? The way he addressed us was absolutely unnecessary. You're literally just a security guard that sits outside all day. Another reason why I'm giving this place a one, is because the guy whom rang us up. You don't even know how many times he kept saying that I can't purchase The space gray MacBook Pro with a student discount at the store because it's a Extertal price. I don't understand why I couldn't. I usually go to that location on Valleyfair, never have I ever heard them say I couldn't purchase a laptop in the store with a student discount and that I had to purchase the laptop online with a student discount and WAIT serves days for shipping. I have never heard that, which is outrageous to me. I don't know if he was making that up either but eventually, I heard from another woman on the radio that he was able to add the student discount for me. Therefore, I was able to make the purchase. This place is a joke. It is filled with workers who are unnecessarily rude and don't even know what they're talking about. read more

My phone has been giving me issues with charging. I walked in with no appointment and they made time for me. There was a gentleman at the front who set this up for me. His name I don't know but he had glasses, facial hair and black hair. He was so polite. I waited after that for only 5 minutes and Quinn cleaned out my charging port. He was super friendly. My phone charges again!! It was an easy process. read more

Today, I made an impromptu stop at the Apple store in downtown Los Gatos) to purchase a new 6' cord. While I was there I asked if they could check on my warranty for a 3' cord that I purchased as well, since I thought I had purchased the cord within the 12 months so I asked if they could verify in their system (as all is fully documented). First gal, Laura (sp?) would not pull the receipt up in their system and repeatedly (at least 5 times) advised that they can only pull up 90 days or less on an accessories. After an unnecessary amount of explaining how Apple does not have the information, I asked for a Manager. Of course I asked for a Manager, knowing that this is Apple and they have access to ALL previous transactions. But, after Laura and the Manager, Katie, have a brief discussion, of course she is not able to find my information either. After being patronized by Katie, that she was going to do me a favor "this time" and just do the exchange, as if it was not within the warranty. After telling Katie that I had never been treated so poorly (over a measly cord that probably cost less than $1 for Apple by the way), I told her I would go home (thankfully less than 2 miles) and find the receipt and bring it back before they closed. So, within the hour I was back with a receipt and opted not to deal with either Laura or Katie, after such an unnecessarily and unpleasant earlier transaction .... over a $1 cord! Sad to be treated like this when I have a Mac, 2 iPads, 2 iPhones and have had LOTS of accessories over the 20 years of being an Apple Customer! Let's just say, I'm sure Steve Jobs would not have been happy with this level of Customer Service at an Apple store (especially right down the street from their main campus). read more

Checked in and sit at Genius Bar. 14 minutes have passed my appointment time yet nobody come to assist. read more

Apple Store - Los Gatos - Computers Near Me - Los Gatos, California