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November 2025 by maria eugenia bona
Dear Apple Team,
On October 26, 2025, I purchased an iPhone 16e at the Apple Store in the Stanford Shopping Center, in Palo Alto, California.
During the purchase, I asked the salesperson whether the device would work in Brazil, since I was informed that only the eSIM version was available. The salesperson assured me that there would be no issue using it in Brazil. I was then referred to another staff member to complete the transaction, who confirmed the same information.
However, upon returning to Brazil, I went to my mobile carrier and was informed that the iPhone 16e is not compatible with Brazilian eSIM networks, and therefore cannot be used in the country.
I am extremely surprised and disappointed, as two store employees assured me that the phone would work normally in Brazil. This situation suggests a lack of proper training or inaccurate information being provided to international customers.
I would like to know how Apple intends to resolve this issue.
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November 2025 by Josh
Apple store
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November 2025 by Magnus
i have never been here
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October 2025 by Yuriko Schwartz
Poor Customer Service Experience
On September 25th, I purchased an AirPods 3. Despite infrequent usage, I noticed approximately ten days later that the left AirPods was not charging, while the right AirPods seemed to be functioning normally.
I promptly scheduled an appointment with Apple Care at their earliest available date, which was October 12th. Upon arrival at the store, I was informed that a brand-new replacement would not be provided due to the device being outside the return window (17 days versus the 14-day return window). I requested an exception, since it was only 3 days, but was denied.
Instead, the store conducted tests and diagnosed the problem as being with the charging case, not the AirPods.
Unfortunately, the store did not have the specific charging case in stock and ordered a replacement for me. I was informed that the replacement would take a few days only. However, after a ten-day period, I received NO communication from the store. I had to follow-up myself to understand the status of my case and on 10/22 finally the new case arrived at the store.
Today, October 24th, I have been attempting to pair the AirPods with the new charging case I picked up, but I am encountering a different error. It appears that the issue may be with the AirPods themselves, not the charging case, which the technical team might have overlooked.
After another hour or so of interaction with Central Support over the phone, I have scheduled another appointment for tomorrow to collect and try to pair new AirPods set.
Long story short: I’m expressing my dissatisfaction with the handling of multiple defective items I received and the complete disregard shown for my time.
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October 2025 by Wei G
I just had the worst experience at this Apple Store. I brought my phone in to get the battery repaired. They were supposed to finish it on time, but they didn't. Every time I asked about the progress, they told me it would be ready in 10 or 15 minutes. However, it took them almost 40 minutes longer than expected. This is completely unacceptable. They have no sense of time management. I'm really disappointed. I hope they can improve their service and be more respectful of their customers' time.
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October 2025 by josh hallapo
Terrible experience at this Apple Store. The team was completely disrespectful and dismissive - they didn’t even want to hear the issue and told me to “just deal with it.” When I asked for a manager, he wasn’t any better. Instead of listening, he tried to cover for her, gave conflicting explanations, and made zero sense. He listed four possible causes, ruled out three, and then contradicted himself about the only one left. Both employees showed zero accountability or professionalism. Totally unacceptable for Apple.
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October 2025 by Hesam Kedinov
Genius Bar is useless 🚩They don’t really care to solve your problem. They also carried a very bad attitude like how dare you book an appointment and waste our time. We had to ask questions to get them to think creatively instead of them proactively help us.
To make it even harder, they have done a great job hiding their associates, and you have to really do the work to find them around the store. They don’t raise their hands to help either.
What a shame
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October 2025 by SS Su
you better have enough time to come here for any data back up issue，at least 4 hours ，also might not get you done here .
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October 2025 by Fuyo Siriphong
Great design 😸
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October 2025 by Fer Daws
All employees can not good working I am waiting 30 minutes
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October 2025 by D O
There is no one available in store to help you even if you schedule an appointment before you arrive. I had to spend 2 hours here just to get help.
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October 2025 by Dazhi C.
Got a screen replaced. Lucky had apple care
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September 2025 by Ken Li
I don’t get the way this place does business. Need to retrain salespeople.
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September 2025 by Braelyn Asada
Waited 45 minutes for a scheduled trade in, had to find another associate to help bc mine was so new that he couldn’t keep track of who he was supposed to help and took a long time to help the person before me. The other associate then told me I’d have to come back tomorrow and walked away. Then had to find another associate to schedule another pick up…
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September 2025 by Orlando Nell
This store looks nice, but it’s probably the most frustrating Apple location I’ve dealt with. First off, parking is a nightmare. The lot is packed, and now they charge for the front rows. To make matters worse, the disabled parking spots are actually further away than the paid parking, which feels completely backwards.
The bigger issue is the service. I came in with a MacBook Pro that had been damaged in a car accident — the screen was bent, the housing dented, and it wouldn’t close properly. Even with AppleCare+ (theft and loss coverage on all my devices), the technicians flat out refused to help. Their excuse was that it was “cosmetic damage,” which made no sense because cracked screens (also cosmetic) are covered. This wasn’t the first time either — years ago with an iPhone 12, I was also denied service here, while another Apple Store (Hillsdale) had no problem helping me and even replaced the entire computer.
My impression is that the technicians here are dismissive and lazy. Instead of listening, they assume you caused damage intentionally or make excuses not to help. Compare that to other Bay Area Apple Stores where staff actually try to resolve your issue. If you value your time and want proper support, I’d recommend avoiding this store.
