Apple Santa Rosa Plaza

This is the worst Apple Store you can go to in the whole United States. If I could give ZERO stars I would. My phone was manufactured wrong I got it approved from apple on Customer service call for them to fix it for free and they still denied me after It showed on my account they already paid for it. Then I had to call apple again and now I have to wait a whole day to go back tomorrow when they could have just fixed it ridiculous

Was helped by Julia and Ron/Rob. Terrible service, rude and unethical. I had received a defective iPhone and had come to exchange it. They accused us of damaging it and refused to replace it. They then forced us to leave the store. What a joke.

My wife’s not-even-paid-off-yet iPhone 12 mini suddenly decided there was no battery inside it. Came in to get it fixed and they quoted us $400+ to fix it, and wouldn’t budge even though they admitted we didn’t do anything to cause the problem. I’ve spent thousands of dollars with Apple over the years, but this experience is making me seriously reconsider spending anymore. More the fault of the company as a whole than this particular location. Pay extra for applecare or have them spit in your face. No in between with Apple anymore it seems.

The manager Juan literally told me and my father “you guys are not very bright”. What kind of manager is this?

Absolutely awful experience.

Went in at 7: 30 pm to buy my son an apple watch band. We new the one we wanted and the size too. Unfortunately they refused to sell us one because we didn't have a appt? !? Very poor experience that left us disappointed and upset.

Although the company is currently having a very large economic success, it is not enough for them to be able to maintain a quality of service worthy of a place like apple, it is not my first time that I receive bad service and bad attitude from Employees should value their customers a little more and take a good service attitude course that would do them no harm.

I was surprised. I expected a higher level of customer service from an Apple store. Nice staff but my experience was not great in getting the help I needed -

Proceeded to make me wait 30 min (with appointment) only to tell me they couldn't help me until the next day, something that would have been very useful to know if the woman I talked to first didn't dismissively shoo me away. Awful service, completely inept staring at iPads and ignoring people in front of them, useless.

I just bought some Beats. I don't know hot to feel. So I'll start by saying I'm happy that I found the headphones I wanted.
But best buy had ran out of stock the same day and they had them up for 199$ and apple charged me over 380$ also I went in after work and I got a lot of bad vibes and felt like they thought I was gonna steal something which made me feel unwanted there. So I felt unwanted and overcharged, that is why I'm not giving 5 stars.
But otherwise I love the headphones I love the colors. And I'm glad yall had them in stock thank you. If somebody from Apple reads this review please explain why everything at the Apple store costs about 2 times as much as everywhere else? (Ex.best buy)

I have almost every Apple product you can have (laptops, desktops, phones, watches, iPad). I buy new iPhones and Apple Watches every year. I have AirPods, airpod pros, and 4 weeks ago bought airpod maxes. They don’t work as they should. I was told I wasn’t wearing them right and even though nothing is wrong they’ll send them away to be serviced. Refused to replace them. It would be such a pain to switch from the Apple Ecosystem, but if they don’t value loyal customers… I’m considering it. So sad.

Came to return something 9 minutes before it closes and they said they can’t do it because it takes 10 minutes to process a return. They won’t even let anyone in 10 minutes before they close! I just wasted a one hour drive plus back. Wont ever go to this store ever again!

Very frustrated and disappointed by Apple.
I tried to make an appointment because my phone wasn't able to charge, inevitably causing it to die.but, to make an appointment, the only way I found was in verifying a code sent to the phone (which I was unable to get, because it had "died"). So, I decided to take my chances and walk-in.

I've never been inside an Apple store before and the first time I walked in, no one greeted me or made any eye contact with me to see if I needed help. I looked around.waited to see if someone would appear at the genius bar or recognize I was out of place.but, no one did.ok, no biggie. I just interrupted two people who looked like they worked for Apple and were talking with one another to see if they could help me.
The person was friendly, told me it was an hour wait time - thats fine.

Arrived back in an hour, was greeted by someone really friendly who waved me over. Told them I had an appointment, they told me to take a seat at the genius bar and someone would be with me.
Sat for about 10 minutes, people watching and feeling overwhelmed by the store's overall energy. Someone came out, I told them what happened.
They pulled out some tools and ran some diagnostics.
He told me it was the brain of my phone and they were unable to fix it.
He said he couldn't help me and I either needed to buy a new phone or could get the same phone (which he didn't recommend)
I asked him, "So, if this was your phone this is what you'd do?
How do you know it is this and not just a charging port? "
He said yes and he knows this because of experience. He wasn't legally allowed to fix my phone without a warranty it would work. He said there were places in the mall that can fix phones but he cant technically suggest this and has heard of many scams.so, if I were to do this, to not pay too much.

It was really disappointing and baffling to me, that the company who made my phone, a "Genuis", couldn't fix my phone. Part of me just couldn't accept this and I lost a lot of respect for the company in this experience.
So, I walked out, heartbroken.thinking I may have just lost my phone and all its data from 7 years. (I was a fool and didn't back up my info, my hard lesson to learn).

I'm walking through the mall, back to my car, when I see a booth with the sign, " WE FIX PHONES".
My heart lit up because I felt the intention was real. I walk over, explain what happened, how I just came from the "Genius Bar" and no one could help me. This person was an ANGEL and gave me such peace of mind, walked me through the process.checked to see if my phone could take a charge, WHICH IT DID. Said it would be $65 for a new charging port and would take about an hour. GREAT.
I come back in an hour, my phone is ON and CHARGING. My heart rejoiced and was entirely dumbfounded how it all unfolded.
Total time 3 hours, $75 and many mixed emotions.
I do not see myself buying another Apple phone or product.
I'm all about fixing things until they truly aren't usable.not just buying a new one because that's whats most "convenient". This is not sustainable. I'm disappointed that a small booth in the mall had the right tools to diagnose the real problem of my phone and Apple wasn't. This makes no sense to me. I'm happy my phone works now, and I'm grateful for this phone.but wow, what an experience. I hope to never go back to an Apple store again.

Fantastic concise phone customer service. Just got off the phone with Ahmad from Apple customer services support of one of the TX locations: super polite, answered all my questions on financing and in person purchasing with ease of knowledge. Will be purchasing that MacBook Pro soon, thanks again man.

Horrible experience, was sworn at and threatened by staff after I tried to point out that leaving their store curbside pickup randomly in the middle of the day because of the "smoke" in the air and not telling any of the customers scheduled for pickup later that day was not only bad customer service but just rude and nasty to people who take time to come out on time for their appointments. The entitlement and rudeness of these people claiming it was an "emergency situation" while thousands of other people, doctors, nurses, construction workers, and firefighters continue to work in much worse and truly dangerous conditions was mind boggling. Never had a worse experience in a store and has put me completely of apple. If I could give zero i would. Truly felt threatened and insulted by the swearing, dismissive attitude, and holier-than-thou approach. Not just bad customer service but a terrible way to treat other humans.

We call Apple customer care and they referred me to this store to fix my IPhone, Before sending me over, the customer service rep call the store many times to try to schedule an appointment for me but there was never an answer from them. Per the store manager they received thousand of calls everyday and respond to all calls on a timely manner! Oh my! Once the customer Service rep.couldn't get in touch with the store, she created a claim, but was unable to process it due to the condition of the IPhone. She suggested for me to go to the store to get my IPhone fix and stated that the process would be quicker as she had create the claim already. The staff at the door and the store manager wouldn't even allow me to enter the store to explain the situation and I was asked to leave with the excuse that they didn't have the system necessary to wipe the IPhone, complete the claim and get my IPhone fix! Really! This is pathetic and worse customer service ever.

Apple is not the company it used to be. I've been a fan since the mid-90s and have used Apple for my company since 1999. Their products have gone downhill since Jobs, but what I'm reviewing about today is their trade-in program. Beware on this one. They gave me an estimated value of $760 and then deemed it worth only $260 once they got it. I'm not buying the reason they gave.

Can't even make an appt.to get my phone fixed. They need to send you a text; phone isn't working. How am I to do that. They are clueless.