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December 2023 by Hard Working M.
12/02/23 at 745p, stopped by to get first hand insight on why my ultra 2 apple watch is barely visible in the dark without any options to disable the auto dim even though display brightness is already set to max. Spoke to a young man with dreads, with his pants sagging showing his boxers. I briefly explained my reason for visit. His first attempt was to go directly to my display settings to check if brightness is maxed out without even asking me if the display settings were already reviewed. He further added he will set me up with a genius appt. It never happened after a 15- 20min wait. I then approached another red shirt and was able to get a genius appointment at 855p and a 2 hour parking validation. Fast forward to 840p, getting late and was about to leave the parking structure. I get a text saying my genius appt is ready. I get back to the store, speak to a black shirt, he collects my name. He never gets back to me and I wait another 15-20mins past my 855p appointment. I ask another red shirt reporting I am 20mins past my appointment asking for a manager. He replies he is one of the managers and collects my name again more wait time and nothing happens. I speak to another red shirt asking for a manager, she talks to another red shirt. I then get introduced to another red shirt who claims he is a genius, collects my name, device information and his findings is to exchange the watch. No root cause or any other explanation. I tell him I will need another validation as it's been a 2 hour roller coaster ride of wasted time at the store. He tells me to go to the cinema next to the apple store as they provide a 4 hour validation only to find out no purchased movie ticket = no validation. Finally, I go back to the apple store get connected to another red shirt claiming to be "the" manager. I explain to him he needs to provide me validation and he could not do anything for me regardless the 2 hour tour. I asked for the store manager and name. He responds she is not present and I can call customer service. I hope the store manager sees this review and I will report this experience with corporate in Cupertino as well. Takeaway, Google got my answer in 15 seconds. Never asking retail store staff ever again. "Some Ultra 2 owners have pinned the blame on this new hardware specification, however the recent uptick in reports also includes users of the first-generation Apple Watch Ultra, suggesting it is an issue with Apple's watchOS 10 software update, which was released in September.Oct 2, 2023"
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November 2023 by Benjamin S.
This is an amazing, airy Apple store located in the Grove. Seriously, it is huge in every dimension and even has trees inside. Always had good interactions with staff and getting appointments at the Genius bar. More recently I've been taking their free classes (like learning to do photo editing, using specialized programs, etc) that are offered at various times during the day. A+
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November 2023 by Samuel C.
Autumn manager at the Genius Bar was very rude and curt! If you ever run into her as a customer service ask for someone else! I will be emailing corporate as well with the interaction with her
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November 2023 by Todd Heyman
Gary (henceforth known as magic Gary) not only fixed my computer that appeared to be on the verge of death but was supportive, kind, cool and collected.. and he seemed to be a mentor to some of the other Apple associates who came to him for advice and information which he answered seamlessly without diverting any attention from me. It was a bit of a miracle. Gary rocks. Best Apple Store experience I’ve ever had and I’ve had a lot.
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November 2023 by Zoya Brown
I had a regrettable experience at the Apple store in The Grove while trying to replace my stolen phone. Michelle, the associate assigned to assist me, displayed a consistently rude attitude and provided no solutions when a technical glitch occurred during the purchase process. Despite repetitively explaining my preference for an in-store purchase and the cost advantage, she dismissively suggested buying at Verizon. This lack of empathy and assistance made me feel undervalued as an Apple customer. I strongly discourage anyone from choosing this store.
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November 2023 by Caro Barrios
This Apple store is simply magnificent. It has 16 natural trees growing inside. It has super high ceilings and a mirrored ceiling. There is always lots of people here but also lots of available employees. There are lots of devices on diaplay that you can try. They also give short talks on different Apple features. I recommend you to visit!
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November 2023 by Henry B.
If there's a hell on earth, it's here. Inefficient is the word I would use to describe the stores protocols as well as the customer service. Disheartening and soul draining.
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October 2023 by İbrahim Nağiyev
I recently had an experience at the Apple Store located at The Grove that I'd like to share.I visited the store around 8 pm, and my initial interaction with a senior staff member was exceptional. He was not only respectful but also patient in addressing my questions about my first trade-in. His thorough explanation of the process left me impressed, even though I didn't catch his name.Subsequently, I sought assistance in purchasing a screen protector for the phone I had recently received via shipment. He kindly directed me to another section of the store, mentioning that someone there could assist me. I noticed a line forming for phone-related inquiries, but as I already had my phone, I decided not to wait. I approached an available worker who appeared to be engaged in a friendly conversation with a colleague.Politely, I tried to get his attention and asked for assistance. However, his response was quite disappointing. He completely ignored me and, in a rather discourteous manner, directed me to seek help from another worker near the entrance. When I pointed out that he hadn't listened to my question, he responded dismissively, stating that he was busy with other customers. Despite having time for casual conversations with coworkers, he refused to address my simple inquiry.Every customer should receive respect and attentiveness, regardless of the circumstances. Throughout the encounter, I remained composed, but the dismissive attitude I encountered was disappointing and not in line with the level of service I typically expect from Apple.
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October 2023 by Dara W.
When I tell you I had the absolute worst experience with Apple until I came to this store. Rebekah and a few more managers had to team up to get my issue resolved, but they did with a smile. They worked with me, my mom and att to make sure I was satisfied with my experience and got my problems worked out. Rebekah is the kindest and most efficient manager I've worked with at an Apple Store outside of Louisiana. Her kindness will never be forgotten. The store truly is beautiful, the ceiling is mirrors looking back down at you and the live trees they have. The teaching area is nice and spacious. Thank you again Rebekah and your team. All of you have such amazing energy I'm grateful to you all.
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October 2023 by Katherine C.
The camera on my iPhone had been acting glitchy for a few weeks, so I made an appointment at the Genius Bar assuming the camera would have to be replaced (which is about $200). Luckily, the employee assisting me dug deeper and realized my camera issue was a software issue and NOT a broken camera and was able to fix it by simply doing a soft reset on the phone.Not only did this employee save me $200 and fix my phone, he also validated my parking.Thank you for your diligence and wonderful customer service. I would definitely come back to this location for any of my iPhone needs.
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September 2023 by Wendy Lemus
This store has race's workers only white people get help, my husband and I wanted to purchase a computer and one worker said I'll put your name down on the tablet so help never came but yeah they are here talking to each other instead of helping I will never go back to this location it's horrible.
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September 2023 by Natalie M.
Cece is AMAZING! (Maybe she spells it Cici? Oops I forgot to ask, haha)She was so kind, patient and answered every one of my 100+ questions with confidence and positivity. If you come to this Apple location, ask if she is available and you can see how awesome she is! She is the BEST!!!Also I love this store, gorgeous atmosphere and I love the real trees that they have planted throughout the store.
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September 2023 by Robert Boudreaux
They broke my phone by improperly repairing it (they forgot to put the screws in the bottom of the phone after changing the battery), but I didn’t notice (or even think to check their work) until after my warranty ended when my phone started to glitch from micro dust creeping into the open screw slots, so I had to buy a new phone. They just didn’t care or assume any responsibility for not putting it all back together correctly. Until that point, I thought Apple had good customer service. Don’t repair your products here!
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September 2023 by Ahri Angel
This establishment stands out as an exemplar of beauty and offers unparalleled customer service. It is evident that the employees here exude an exceptional level of happiness, likely influenced by the exquisite surroundings.One outstanding employee, in particular, deserves an unequivocal five-star rating, and that is Kim!
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August 2023 by Mykalah L.
I like the new store no more stairs . I had a apple appointment for my camera lens . Got a new phone they helped me transfer it all ( from my messages to my photos ) wish I remember the guys name cuz he was a1z
