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January 2024 by Rosswell Calagui
Farah was amazing. Thank you so much for the fast service.
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December 2023 by Luying Qiu
I would give a negative rating if I could, for the worst experience that I’ve ever had at the Genius Bar. Several months ago I saw a hair line on my iPhones 14 front screen and felt like that might be a scratch that I caused, I know that is not covered by the warranty and therefore didn’t do anything. Then I noticed that the scratch became longer and longer and started to become worried if that is a manufacture defect.Therefore I scheduled an appointment at this store and the Genius Bar said it looks like a scratch and is not covered by the warranty. When I mentioned that it’s getting longer which makes it seem like a hairline crack, and they suggested me to contact Apple Support to get more help.Then I reached out to Apple Support and they scheduled another Genius Bar appointment for me, saying that they have made note for my case and therefore this time the Genius Bar will know what to look into.Then the unpleasant experience started, the lady (a technician I believe because she stepped out from the room behind the counter) took a look at the screen and said it was a scratch, then immediately offered to bring her manager to confirm. Her manager came and said it’s a scratch and started to let her make a note, ignoring my intention to speak to them. After the manager stepped away, I asked the lady to take a look at the rainbow color on the line with the screen on. She refused to do so and said “I already saw it, it’s a scratch”. She saw it with screen off but not screen on, no matter what I was trying to show, isn’t she supposed to at least take a look? Then I asked again and she did so, saying that it is not a crack because there is no “point of touch”, I asked what that means and she said wait a moment and started to look for a photo. But then she didn’t come back with an answer but brought another guy.I expressed my concern again and they kept repeating because it’s cosmetic so it is not covered by the warranty. I know a cosmetic scratch is not covered! All I wanted to know is that why a scratch could get longer and if that’s not possible, then it might be a crack indicating screen defect. I don’t know why because I’m not a tech person, and that’s why I was looking for help. I asked why a scratch could get longer, the guy said “I don’t know, it could be something in your pocket.” I said “Something in my pocket could cause a single line to grow longer?” They had no answer but insisted that it was definitely my problem. At the mean time the lady said “she still doesn’t understand” and kept repeating cosmetic or accidental damage are not covered. And I don’t remember how many times she said “we can replace your screen for $329, do you want to do it”, like a judge.I’ve been using a variety of Apple products for around 10 years and have never tried to use the warranty before because I won’t do it unless I really have a concern. This Genius Bar was not trying to help me understand why it must be a scratch instead of a crack/defect, why a scratch could get longer, what a covered case should look like, or even just simply tell me that hair line cracks are not covered in any way. Instead they kept saying that because I did it so it’s not covered by the limited warranty, and acted like I’m a liar or someone who is trying to abuse the warranty. To be honest the line doesn’t impact the use of phone at all, and the growing condition is what really made me concerned and I was just wondering if that’s a defect and why. Their attitude was extremely rude and defensive, like I’m not a customer but an enemy.Avoid this store if you really want to solve a problem or want a question to be answered.
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December 2023 by Michelle Hines
This Apple Store is terrible bad customer service from the manager Wendy and not willing to fix my device when I clearly had Apple care and showed that to her and her co-workers. They are racist and was not able to provide me the same service as their other customers. They need the old manager back as that manager was very accommodating. I would not recommend this store go to Walnut Creek has better service
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December 2023 by Chris D.
Not sure why this place gets such a bad rating. I had an excellent experience here. I purchased a new phone from a different Apple store but ran into an issue restoring from a back up once I got home. I walked in to Apple Stonestown without an appointment and was helped right away! They troubleshooted my issues and it was resolved within minutes. While I was there, I wanted to also shop for a new case. While I was browsing, several people asked me if I needed assistance and were super helpful in guiding my purchase.Once I was ready to buy, I was helped by Stefan who was awesome. He was friendly and knowledgeable. I was initially hesitant to come here based on the reviews but am so happy I did! Great experience and I'll definitely be back.
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December 2023 by Connor Y.
Went in to ask about the M1 MacBook Air. The sweetest employee named Ron helped me and my friend out, telling us all about the M1 and M2 MacBook. Explained in detail the differences without making it seem like one was better than the other, and told us how both MacBook's were amazing in their own way! Obviously keeps the customer's best interest in mind! Absolutely the best interaction I've had as a customer!! Thank you, Ron, and happy birthday in January!
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December 2023 by Sergio V.
Misleading marketing/advertising, purely sales oriented, horrible customer service. Bought 3 Apple products at this store in a period of a month. Promised trade-ins were refused after the sales were completed. They messed up with my at@t financing plan for the new iPhone 15 Pro and would be charged around $55 more per month. Waiting time of the store was pretty high, device transfers were messy and nothing worked. I had to go multiple times to the store and no issues were solved for weeks. The experience kept getting worse and worse.I've got a satisfaction survey from them requesting feedback about my experience, which I completed. I was then contacted by the manager Nelson by phone and email. I answered their email and got to answer. I then called them (as they requested) and Shanel scheduled a time with him this Saturday early afternoon, saying that she would be there till 8pm to help me solve all my issues. Once I got there, they had a new sales rep, replacing Shanel. They started saying they could not do any of the promised trade-ins and they could not fix the finance agreement with the carrier, because it was a 3rd party. They refused again to help me. The sales rep went to Shanel and then came back, with the same blockages to solve any issues. I requested to talk to Shanel and she refused to do so, saying she would be in her lunch time for an hour - I'd like to highlight again she told me on the phone she would be there till 8pm to help me. After talking to 3 other people, I just got more blockages to solve any issues. Instead of fixing the issues and make the customer happy after all the inconveniences they caused, they found no other solution then making me return the devices and have me retransfer of all the data back to my old phone. I spent 3 hours at the store and had to leave my phone there - all hassles from the beginning and a waste of time. So, what's the purpose of buying luxury tech devices to get awful customer service, a no-care attitude from the employees and lies?
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November 2023 by Cali Girl
I haven't been in Stonestown in ages. Not my first pick, however my daughter wanted to go shopping. We're from Sacramento. We had fun, of course I visited See's candy. Lots of children out of school, was fun to see. The shops were fun and everyone seemed happy.
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November 2023 by Charlie Mader
This is my favorite Apple Store. The people who work here are nice and don't condescend to you when you happen to be 50+. Also lots of easy, free parking, which can't be said of their Union Sq store.
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November 2023 by Sino T.
They signed me up on the waitlist so that one of the employees would come over. There was a very long wait for a consultant; I myself waited for an hour. No one is in a hurry to serve you
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November 2023 by Donna Torres
I haven't been in Stonestown in ages. Not my first pick, however my daughter wanted to go shopping. We're from Sacramento. We had fun, of course I visited See's candy. Lots of children out of school, was fun to see. The shops were fun and everyone seemed happy.
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October 2023 by Lee L.
AMID, you're a freaking rockstar!!!!! he was the only one that knew the answer to my question. My I watch stopped syncing and the sales people at the front did not know the answer. I'm so glad they paired me up w/ AMID. We tried thinking it for about 30 minutes and it didn't work. He took it to the back and shipped it to Apple care. I got my watch back in two days and it syncs again. He's a superstar that's been there for five years. Seriously if you get him as you're a Genius Bar consultant, consider yourself lucky and buy a lotto ticket. Thank you so much and I will definitely be back to see you!
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October 2023 by Donn Thompson
Couldn’t be happier with my experience here. Although the store was exceptionally busy on this rainy Sunday crowded store there was a really nice young salesman who managed to fit me in in record time & fixed my problem in just under a minute.I really like the customer service which Apple employees routinely give by phone or inside of their stores. Thx.DThompsonSF
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September 2023 by mallory arroyo
Unprofessional floor members and managers who won’t help elderly individuals with their iPhones UNLESS it is bought from this locations inventory stock. Super disappointing, would highly recommend consumers to go to a different Apple Store. Floor manager hung up on our phone call for getting flustered with me asking a specific question. Should’ve asked for his name! Apple Support apologizes on this stores behalf, so embarrassing.
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August 2023 by Jamie Sebastian
Worst customer service ever. Unaccountable, unaccommodating, and they do nothing but hassle you. I don't recommend Apple to anyone, I am so much more happy with Android. If it wasn't for the other person on my account wanting Apple I would have never gotten anything from them. I'm sorry that I have to deal with them, it's a very unpleasant experience. Absolutely horrible service
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July 2023 by Dave N.
This is not my first time here, due to the fact that the side of my brain that deal with anything electronics......just does not work what so ever. I am not the stereotypical Asian who's good with electronics.....although I am Asian.One thing about this store and Apple store in general, their knowledge is just incredible and they are always trying to figure out how things will work for you. I am always very impressed with the customer service here. And last night I was helped by Tim. Thank you for your help and excellent customer service.