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November 2025 by Elvin Qoca
I purchased an iPhone 17 Pro Max from the Apple Store at Menlo Park Mall about a month ago. Shortly after, I noticed a shadow on the left side of the camera, which is clearly a manufacturing defect. I returned to the store expecting a simple replacement, especially since there is no physical damage and the issue is not caused by me.
However, instead of replacing the defective device, the staff insisted on repairing it — even though it was a brand-new phone with a factory flaw. On top of that, the customer service experience was disappointing. The representatives were rude and dismissive, which is surprising and unacceptable for a company as large and reputable as Apple.
A customer should not have to fight for a fair resolution when the product is defective from day one. This experience has made me rethink the level of care and professionalism I expected from Apple.
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November 2025 by Nurit Bass
Booked a demo session on Apple Vision Pro, for myself, hubby and my next door neighbors. We couldn’t indicate that it was for 4 people online, so I explained it when I arrived (which was late!). The staff was so wonderful, and they set up the demo for all 4 of us simultaneously! Anton, who teaches how to do the presentation gave us the demo. He was so patient with us, and his passion for this new technology was so infectious. We ended up having a life changing experience together as best friends and resolving to purchase 2 Apple Vision Pro headsets. The service and support in this store is incredible. It’s a store that sells technology, but the focus of the employees like Anton is definitely on the humans that will be using and controlling it. We are so grateful to be so well taken care of. We will not shop for apple products ANY OTHER PLACE!
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November 2025 by Jasur Matyakubov
Worst store ever
Wmeven you make appointment they never show up on time
Waited more than 2 hours
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November 2025 by Chris M
Haven't gone in yet but looks super cool from the outside. We walked past a couple times today. But wasn't sure if it was open!
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November 2025 by Lisbeth Paredes
Too crowded and the apple sale associates were extremely busy
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November 2025 by Aishik Palit
Horrible customer service, had to go 4 times to pick up a phone, they gave me a iPhone 17 that didn’t work. Didn’t give me a full refund on a brand new phone. Representatives don’t care at all. Never go here
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November 2025 by jesse s.
I would put negative but its not an option. Went to this location. I saw a lot of workers that look like they were available. Spoke to one of them and told me to wait. I waited for about another 10 mins and 3 more customers were waiting after me. They took the last 2 customers that came after me before me. Great customer service guys. waited for nothing
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November 2025 by Leah S
Waited 45 minutes for what should have been a 20 minute wait because they cancelled my appointment. I didn’t get a text or anyone calling my name, they just cancelled my appointment while I was waiting. Afterwards I asked an agent and they said I was late meanwhile I was waiting in the lobby. Fine, I got my appointment rescheduled and she said it would be “a few minutes”. After an additional 20 minutes I had to leave because I had a reservation at the cheesecake factory. It was busy, yes, but they’re the ones who cancelled my appointment and I was unable to wait for 45 minutes when I was told it would be a 20 minute wait.
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November 2025 by Jose Magnifico
Maxine helps me out and assisted me fast. 5 star service.
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October 2025 by Leece Pavs
They were very unhelpful with two different devices. They wanted me to wait two hours while they fix a software light on my phone I left the store with my phone still broken and very upset about the unhelpful staff.
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October 2025 by Jose Sanchez
It was normal, the most interesting part was watching the tutorial lessons.
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October 2025 by Ava Dibartolomeo
Very helpful and friendly staff. Pauline helped me yesterday and was honest, patient, knowledgable and kind.
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October 2025 by Asad Rizvi
Andrea is the absolutely best (so is everyone else here, but hear me out). We were having problems accessing my mom’s icloud to erase her apple watch from Find My. She made us feel super safe and was so patient with us - helping us find ways to access the account since my mom didn’t have her phone on her. great work, Andrea 😊
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October 2025 by alfredo moreno
Matthew J was very helpful, kind and helped me fixed one of my accounts. Thank you so much Matthew
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October 2025 by Val Melendez
Of no help whatsoever
