People working here are personable and helpful. Got me seen quickly, and helped to resolve the issue my iPhone was having over two visits.

I needed to score a birthday present for my girlfriend and low and behold her speaker on her 📱 just blew out. So I thought this is simple, get her a new 12 pro in gold to match her Rose gold 🍎 Watch.So I hopped in the Rover and drove down to this Apple store in Los Gatos hoping they would have exactly what I wanted. I usually shop in the Marina Green SF store and it is very similar in size and layout.There are also a lot of clean restaurants and 🍷 spots to get a little 🐝 on before I dropped a G on the new gift, which eases the credit card.The lady at the front door was first like “25 minutes”. But then I said “hey I know exactly what I want so can you help me without the wait? She looked around then dropped the order into her machine and out came the phone in no time at all. In and out in 5 minutes flat. Great customer service!!I strolled out feeling fine and flew home in no time with a card and some flowers. Let’s just say the 🎁 was well received and with Apples awesome store I was back for breakfast 🥞 and 🍳 and 🥓.Thank you Apple.

Refused to give me product information on stock and availability unless I provided personal information. Not okay privacy violation. Was refused inventory information.

I was in the store for 4 hours today to get my contacts on my phone synced up to my new iPad. I had 715 contacts on my phone. When I left the Genius Bar people, not only did they not resolve this problem but created a new one by ERASING 500 OF MY CONTACTS. I just got off the phone w/ the manager who said, & I quote, “Maybe those contacts were never really there in the first place.” My response, “Are you telling me I could tap on a contact name, w/ phone numbers, e-mail addresses etc. but the contact wasn’t really there?!?” Manager, “Yes technology can do all kinds of weird things.” Unbelievable! Worst experience ever.

I tried calling the Los Gatos Apple Store and got rerouted not to the store, so after 20-minutes of answering “no” to all the prompt questions while asking for this stores direct phone number to ask about physically handicapped access, I hung up in frustration. I then walked to 23 N Santa Cruz’s Apple Store where I was told to come back after 4pm to drop off my iPad 12.9 4th gen to get a screen replacement. I explained my 20-minute call trying to get their phone number so I wouldn’t have to waste another 20-minutes walking to their store only to be turned away. I left in frustration… Apple try’s to save time but only waste the time I have less of. If I could give a negative star, you would have one or maybe two.

Pretty good place as long as you meet the right person. If you meet the wrong person they will just tell you to reset your phone/computer. If you meet the correct person they will allow you to get a full refund.

RANDY and BRENDA are the absolute best, most dedicated apple technicians EVER! Deep gratitude to these legends who stuck with my perplexing issue until it was resolved. Thank you.

Only place with some real spirit and love left in the bay, feels welcoming and worth a visit. Much quicker and easier to visit than the other Apple store options in the South Bay. Def my go to store for all things apple

Horrible service. Employees are snappy with eachother over who gets to “serve” each customer. And by serve I mean waste people’s time and get them to come back into the store over and over for multi hour sessions just to replace broken airpods that are theoretically covered under apple care but apparently will never get replaced.Will never buy airpods or AppleCare ever again. If only their phones weren’t so user friendly… finally spent $30 on offbrand airpods that work just as well and only paid $2 on Amazon for replacement insurance. I can’t believe i ever paid extra money for applecare for the “privilege” of dealing with Apple customer service. I’ve no doubt the average rating for apple stores would be closer to one star if not for all the fake, vaguely worded reviews that apple paid 3rd world workers to write.

I recently visited the Apple Store in Los Gatos to get help purchasing a new computer. I live in Hawaii and needed inshore help. I received excellent customer service by Jessi and Akasha. They both took their time explaining to me the differences about the M1 chip and the older models. Today I had to call the store about my order oder and again I had excellent help by Akasha, she went above and beyond. Since we dont have an Apple store on our island I have been to many stores all over. This was by far the best experience. The store wasnt crowded, the customers service amazing, and everybody was very knowledgeable. Thank you!

I had to exchange a broken adapter, and the staff was very helpful. I was in and out of the store in under 5 minutes, and the people assisting me were very friendly.

Volume lights started flashing on HomePod. HomePod will not re-set. Brought the HomePod in thinking Apple would fix the issue. Instead they want to charge me $279.00 and offered no complementary fix even though theres nothing I could do on my end to try and resolve the issue. The issue has been known since 2018 yet they continue to give you lip service that its out of warranty. As an extremely loyal customer I am beyond disappointed. The manager kept saying they dont aim for this but did not offer any alternative to paying the repair fee. If you have a HomePod I would sell it right away as Apple does not stand behind this product at all! I feel like a complete idiot for recommending this device to my friends.

Walked in today just to look around. Noted an undercover security guard by the door as they were robbed recently. About 30 seconds after entering an employee approached me and asked if I needed any technical assistants “ no thank you just looking” he noted my Apple Watch and asked if I would like to check out the newest one “sure” he took me over to the “toys” and handed me one to look and and said here check it out and if you have any questions please ask, them walked away. My kind of employee “very helpful but no sales pressure” good job Apple with your customer service.

One of few apple stores open during covid times. Its on a very happening street so be prepared to walk for 5 mins. But theres music and shows going on the streets. Store was crowded and have to wait for 10 mins although I ordered ahead.

Horrible customer service, Apple needs to retrain employees, I was there for pickup my new phone I had some questions and the guy attitude was horrible, even other employee was talking to him and both laughing and make you feel more on pressure to just get out of this store, I went to other store on Valley Fair and so professional and friendly staff that helped to not return the phone because of bad experience on that store.

Great customer service, short wait compared to other Apple stores in the area.

I had a great experience at this location. Create customer services

If they don trust their clients, why should I trust Apple? very disappointing experience.

Horrible service. What happens if you only have one device and cant make an appointment online. You go in right, and try to set up an appointment, yeah thats what i thought too. As i thought, i can go in quickly for 5 mins or so, to make an appointment to fix my only apple device, instead i was not listened to and denied service. I HAD to make a online appointment they said and i tried to explain my situation but i was obviously not listened to. So if you dont have 2 apple devices or any other way to set an Online appointment, dont bother going to this apple store. The people that are outside need to be more educated on their costumer service and different ways to help people instead of just referring to the online appointments. I dont recommend going in to ask to make an appointment. I recommend Kangaroo Mobile is your best bet and they are a recommended device fixer by apple and are very flexible and accept apple care.

Need an appointment for genius bar. Diagnostics run quickly. Laptop to be sent back home directly.

• Horrible Customer Service• Rude Employee who was difficult to understand.• Uninviting Customer Lobby• Customers asked to wait outside in the elements• No outdoor heaters or tarps to block the wind except the one put up days ago to keep customers from being rained on from above.• Limited capability (per employees) to assist customers= 🚫🚫🚫🚫🚫🚫🚫This is, by far, one of the WORST @Apple stores that Ive ever been to. We can start with the fact that customers are expected to wait outside in the elements while staff takes more breaks than they take customers. Secondly, we were greeted by one of the most rude and condescending employees Ive ever encountered. His accent was so thick that it made it difficult to understand what he was trying to explain. He was very impatient and dismissive. And when his subpar customer service skills were brought to his attention, he became even more rude and said hes done with our conversation. If we couldnt be helped, then why were we left to wait so long outside? The whole thing just left a bad taste in my mouth. I had originally come to see about switching to Apple iPhones for our family of 6. I didnt need financing. I simply wanted to purchase iPhone 11s for the 4 children and iPhone 12s for us but after the way they treated our party, there is NO WAY EVER that I would spend money there! Like never! In fact, this ordeal has left a bad taste in my mouth about Apple altogether. Why is EVERYTHING so darn complicated and off-putting with you guys? Thanks for reinforcing why Ive been #TeamSamsung for 20+ years.Good luck getting help or a great customer experience at this place! I would recommend skipping this location altogether. Youre better off with android but if you must use Apple, pick any location but this one!

Excellent service and very friendly staff. Parking is typical downtown parking, but easy parking.

Tried to hand in a device with eligible Apple recall program. The agent and manager were rude and impolite, claiming the device is not qualified while the apple website tells me “yes”. They cannot do anything for you but say sorry. It turned out I got my issue resolved from Apple online support and I am able to get the replacement from the other Apple store. So what’s the point that I have to be humiliated and waste my time here. I wish I could give a zero star. 😒

We had a terrible experience with customer service, they were rude and not helpful, we ended up leaving and driving to the Infinity Loop store in Cupertino where the staff was the complete opposite, Los Gatos staff should learn from them.

GREAT friendly staff and very informative!! Smiles all around!!

Theyll ask you to be there 5 minutes early but show up 15+minutes late to your “appointment”.

This post is specifically in regards to COVID in-store services:I figured since I live 20 minutes away, calling ahead would be best method of contact with the Los Gatos location, but due to a unique business model- calls are forwarded to a call center.Fast forward to the reason why I called: an Apple Specific hardware screw driver that is unable to be purchased from the store, effectively preventing someone from opening their computer.Furthermore- upon arrival to the store itself since the phone call was unsuccessful at contacting the store due to unnecessary protocols- i was told to make an appointment to handle something that should only take one minute- whether it be an exchange of currency for the screw driver, or to borrow one if its possible to sanitize afterwards.Extremely unsatisfactory customer service experience. Dont waste your time if you dont have an appointment. They dont care.Welcome to Covid Customer Service!Edit: Call to store was made @ 10:00am, the time of store opening. Arrived @ roughly 10:30am - The security guard or guard dog was extremely condescending and unfriendly.

Worst service ever with this apple store. I go to the store to get my iPad checked out since it was not charging. After the technicians checked on my iPad and discovered that it is not charging due to a internal issue and told me that I need to purchase a new one. My iPad was only two year and two month old just passed the two year mark for my apple care.I was not pleased but still prepare to pay 499 to upgrade to a new iPad. I was talking to the sale about which one is better for my replacement. then a employee showed up and told me that I am up for the 15 minutes and I need to leave the store right now. If i want to purchase I need to make another appointment.No one told me about the 15 minutes when I go into the store, and I just need to have a few minutes to complete my purchase. Never seen a company that want to kick a customer out of the door.This is the worst apple store in town. Try not to go there.

Super helpful!

If youre skimming reviews, then Ill just say that I recommend giving the Los Gatos Apple Store a try.Ive found the customer service at the Los Gatos Apple Store to invariably be helpful and friendly (even during busy times). Additionally, of the multiple purchases Ive made there, Ive found them to always have the Apple model (and color) that I was looking for in-stock. One of the things I really like about the location is that it is not in a big mall with a crowded parking lot.Based on my experience, youre safe to give the Los Gatos Apple Store a try.

This is the worst Apple store ever!!! I went there to fix my iPhone and they were not helpful at all. Especially the manager has a condescending attitude like I’m wasting his time or something. He even said your time is up and you have to leave the store. Such a rude and terrible customer service.

Exchanged my laptop today and it was quick and easy ! Very helpful & nice staff, person on a front door was very pleasant ! kudos to employees in that store

Excellent service- even during the pandemic.

Needed to buy Mac Pro urgently, I made the order online around late 5:00PM & the system displayed pickup time as tomorrow. After having word w/ Ashley on phone, I was able to pick up the products the same day within in an hour!

I am a vet. and I have a hard time getting to places because of my legs not working like they should. So I got there after they had closed and yet they helped me with my computer problem and they were very nice and kind to me. I highly recommend this store if you need help. And I recommend this store to any vets who need a computer.

This place is great but dont plan on walking in. Always plan ahead and set up an appointment. There is usually a 2 hour wait. As for the service, impeccable as usual! Always kind and always will help explain everything. They wont assume you know all the new tech they provide and will make sure you know what will happen or how much things cost. Great product and amazing staff!

Very disappointed. Made an appointment for my husband on Apple.com. The appointment was for a week later. We live in Monterey so it’s kind of a trek to get there. When we arrived to the store at our appointment time the store was closed. No one informed us that they would not be opened before we arrived. There were three other people there who had the same issue

The service and the attention excellent as always.The only inconvenient was that the person in charge of checking the temperature did not want to check it on my arm (which has the same efficiency) although I asked him please. And he was rude. 👎 😡👎

Trying to cope with Covid people at the door are unpleasant trying to arrange for customers to wait. You are not allowed to spend time inside the store looking at products . At least so they say. They should be more mindful of the pleasentness of the people at the gate. it is a bit excessive, and for me, as. Dr, the precautions made no real sense.

Almost always got work done at Genius Bar without a head of time reservation on same day. Friendly staff. Great location.

The store is located in a small but beautiful town. The staffs are pilot and helpful.

Took a trip to my local Los Gatos Apple store to buy another iPad. While queued up in line, the security guard hands me a mask to put on...with his bare and unwashed hands...I was already wearing a mask...Precedes to tell me that I cannot go into the store if I don’t wear the mask he was trying to hand me....for clearly obvious reasons I declined.Can’t wait for my new Surface to arrive

Crowded, but taking all the correct COVID precautions. Making sure everyone keeping social distance and wearing masks.

I went to Apple Valley Fair last night to get my sons broken phone fixed. Security greeted me in front of the store and basically told me to go away! They were too busy selling the new iPhone 11s. Today we went to the Los Gatos Spoke store. Employee greeted us. Apologized for the 45 minute wait to the Genius Bar to fix the phone. In the end we actually got a new phone. Perfect and flawless system of passing us from warranty to new purchase to delivery to set up and trouble shoot. Well done, Los Gatos store! Shame on you, Valley Fair for being so high and mighty.

Brought our lap top in wouldnt start up. The staff was very knowledgeable and nice!!

James answered five multi-layered questions for me with verbal explanations plus demonstrations that were hands-on for both of us. That is, he said, Now you do it, and I did! Im at home now and still cutting, pasting, setting up calendars, moving my cursor, checking notifications. He said I just missed the Apple workshop on calendars, so I will come for that another time. (It was also good to know what the calendar cant do for me as well as what it can do.) James was a pleasant talker, great to learn from-- an excellent iPhone teacher and Apple representative.

McKenna was a genius helping me to upgrade my phone. Seamless transition to activate with AT&T. Very knowledgeable with apple devices, services, and third party screen protectors and cases. Highly recommend.

Safe to shop during covid-19

Bad overpriced computers

I love the Apple Store in Los Gatos. Even though I live in Almaden, whenever I need help with my Apple products, I go to Los Gatos. Today, I spent 2 hours there because of problems with my Apple Watch. Maurice and Dara, my Genius Bar professionals, were so patient, figuring out the problem. Not once did they make me feel rushed or that I was taking too much of their time. Their excellent customer service is what makes me loyal to Apple and their Los Gatos store.

Nice, helpful, not too long of wait. Knowledge and not condescending. Paid attention to details and followed up with excellent care and thoughtfulness.

This Apple Store is nicely laid out, and big enough that you dont feel cramped. However, it gets crazy busy (like any Apple Store) and even with an appointment, you might have a long wait.If you have to leave some equipment with them for an hour or two, there are great shops and restaurants all within a few blocks.

Apple has the most disfunctional help center that you can find. Just to reset my past word I spend two hours on the phone the customer services reps were not hable to help me and I was going to get transfer to someone else and wa left in the line for another half an hour, and never got help. I was not hable to just reset it my self, because their system is just dated. Is much easier to reset your bank account pin that your apple past word. Not because apple cares so much about your security, but because they dont care about their customers. Dont ignore the bad coments. Once you buy their staff they dot care anymore. Is a night mare to deal with apple. Also when you try to get help at the help center unless you there to buy something they dont care about helping.

Love it! Very professional and well maintained. Worth the 30-mile drive!

Customer service was solicitous but minimal. No concept of keeping an eye on customers (eye contact & finger wagging)- in need. just co-workers conversing about college classes, recipes etc. and no idea of helping a customer go through a process from soup to nuts. LET ME SEE, HMMMM. 10 HOURS TOTAL TODAY TO NOT ACCOMPLISH THE TASK.Oh, didnt they tell you about the phone # transfer? The 3 way phone conversation needed? The temporary phone account management to make the transfer? etc. NOPEOh yeah- this was the 3rd trip to store 45 min. drive each way. Oh- well well need this trip 1. well we also need that trip 2.Only 1 star cuz the other apple store is over 1 hour away.AND THIS IS RIGHT NEAR SILICON VALLEY!!!! You try treating your grandma this way!

One of the few Apple Stores where I can say I think I’ve had a good experience. Usually the ones in San Jose are ridiculously adamant about NOT repairing your device but this one seems fine.As for the actual shopping experience this store is usually more sparsely packed than the rest which makes it much nicer to go to versus the ones in San Jose that feel like you’re shopping in a store with a population the density of a sardine can.

They were ever good in finding a solution to recurring problems with the iPhone. These solutions didnt cost anything because they had to do with settings on the phone.They did try to get us to upgrade but we love the original iPhone.Nice supportive smart staff. Thank you

I love this Apple store. Every year when I visit CA I keep going there. The technical staff are very good and friendly. The layout of the store,the display of products are superb.

The Apple Store stole my daughters credit card and is charging her for seems she never used even gave them her credit card. She is a minor she never used that card for apple and never even gave them that card. How did they steal her credit card information. They are thieves and I will take the law into my own hands

Privacy..an infinite loooop.of. control the nation .GarbadgeStalkers.

Loyal Apple fan for over 15 years. It is a shame what the experience is like getting help now. 45 minutes after appointment time and still no help. Other people around me are commenting that DMV is better than Apple now...

One of the Genius bar helpers has declined to help me more than once, simply because my computers are a little old. Other people are happy to help, but Todd refuses to do so. So avoid the short, bald old guy!

My phone has a cracked screen when I came in. It worked evident by the feedback from two employees. Then an employee took off my case and it was a tight push thus breaking my phone. He continued to damage the device and the manager told me it was my fault and there was nothing I could do. I have never heard of a store breaking your device. Most stores would let you know if I do A it could result in B or will refuse to do anything to a broken device so they dont break it. My crack phone worked fine for 4 months. This is ridiculous and horrible service. The manager will not help you, just contact support over the phone. He will continue to repeat himself and blame the customer. If you are a minority skip this location, you will get negative treatment!

Like all Apple stores it was super busy. Coming in for an appointment to pick up an item from repair was not too bad. I would suggest making an appointment as you may be waiting some time without one

My husband iPhone was having all sorts of problems. When she used it to type texts, all of these random letters and numbers would pop up. So we took it into these guys, and for $65 they saved her iPhone. I thought we were going to have to buy a whole new one. Thank you guys so much for your help. You rock!

Slow service.

I recently came into this Apple store with my boss when both of us had our computers stolen in San Fransisco. We were both prepared to drop money and walk out with new computers until we had had an awful experience with a rude female sales person. She was incredibly unhelpful and didnt listen to our needs which were fairly basic. Due to a new line of mac books being released that week she said they had none of what we were looking for (slightly older versions) in stock. She consistently made us feel dumb saying I already told you that we dont have what youre looking for, constantly responding with thats what I said, when we needed any type of clarification. It also felt like she was forcing us to buy a more expensive product. We walked out feeling defeated. After a couple of minutes of talking it through, I convinced my boss to head back in and talk to someone else. She did. The next sales person got her the exact computer she had asked for previously. They only had one in stock, but still. As two women that work in sales and customer service, we realize how important it is to make a customer happy. Apple should very much consider who they are hiring to represent their sales team. Frankly they lost a second easy sale.

My iPad Pro has been having 50% battery and less for half a year. And recently it’s so bad it’s almost not usable. I will charge it fully and unplug, it drops to 30% and then 10% very fast. In short, brought it to the store they did the test and said it has 95% battery health (really?). They said if it dropped below 80%, they can charge $99 to replace battery. If I want to change it anyway, it’s $599. No matter how I explained the real life situation is, they stick to the rule, which to me, the test is obviously flowed. Making my only option to live with my unusable Ipad. Also somehow the attitude at the store is really bad. They just want to be done with me like I am not being reasonable. From my experience, usually stores in Los Gatos has nice staff... I would visit other stores even if they are further.

My husband and I thought this store would be a good choice over Valley Fair. We were happy to see it not busy. That is where my good review ends. There were two Apple employees playing music, not with any customers. They looked at us but continued to play their music - one girl looked at me twice (she was actually helping someone) I told her my husband wants to buy an IPad and she asked if I had checked in. I told her I didn’t know I had to check in. She took my name and said it would be 10 minutes -meanwhile the wannabe musicians co tinier to play and a few more Apple employees wandered out - not with anyone - finally a very nice woman asked if we had been helped. I love my Apple products but the customer service SUCKED. If I was a secret shopper I would have given a harsh review.

Its all because of, Nick, that we give 5 stars. He was prompt, courteous and most helpful. He knows computers from A to Z, very knowledgeable! He was sincerely nice and fun to speak with. Thank you again, Nick, for making our stop at Apple so rewarding. We wish you only the best!!MCH - former host for Clint EastwoodPBH - former Head Pro/GM for Pebble Beach

Where do I start? The customer service at this particular Apple Store is by far the most courteous and helpful that Ive ever encountered anywhere. Ive been to Apple Stores in the East Coast, West Coast, and even out of country, so theres concrete backing behind that bold statement. They assisted me in repairing my cracked screen (within the same day), and helped me with the inquiries I had in a quick, efficient, and precise manner which youd come to expect from employees of a company with more money than some countrys GDP. Thanks guys!

As far as Apple stores go, this one is top notch. They managed to replace my laptops screen in ~14 hours after quoting 5 days. The employees are always helpful despite how busy they are.EDIT: down to 3 stars a couple years later due to their inability to answer the phone no matter how many times I or Apple Senior Support calls in.

Went to get a change of battery. Excellent process of diagnosis and query handling

Busy on Sunday, but service is good

Wait quoted at 30 minutes still no help after 60 minutes so I left. Lots of extra sales people hanging about socializing and the famous genius bar had two guys working for an hour each with two customers. Next time I will try the Valley Fair store.

Worst customer service ever! I have two apple cords that will not charge my phone and they refused to exchange them! I purchased two brand new phones in January. I’m absolutely disgusted and would never go in this store for help again. If you need help call in! They are much more helpful!!!

Way quieter and less crowded than going to apple store in Valley Fair.

The store is like any other Apple store, but the lines are pretty long and so there is a somewhat longer wait time then after stores...

Been a loyal apple customer for 20 years and recently, purchased macbook pro for my son going away to college. Check used to pay for item did not pass apples check security system, no reason given as to why and despite calling the bank and speaking to the bank representative who verified funds were avail and check was fine, apple would not accept the check.I am an independent business owner and occasionally a check I accept does bounce, hello, welcome to the real world, but client is responsible as per bill of sale and usually they make good if they want to stay your customer...Who does apple think they are? I am certainly questioning my loyalty now...

Always very busy. Best to get an appointment if you want to talk to Genius Bar

Its no mystery why Apples forecast is lowered and earnings declined. Customer buying process in store is beyond broken. Employees standing around doing nothing while we wait 30+ minutes to spend $1000+ on new phone.

An attractively designed store staffed by friendly, eager, but not very knowledgeable staff. Ive shopped at this store several times, and I have yet to find well trained, technically competent staff. NB: I am an engineer, so my standards might be unrealistically high.

2 hour wait to see a Genius. Unfortunately, I dont have the time to build my schedule around Apples availability. Guess thats the down side of life in the Silicon Valley. Will have to live with a flaky (bluetooth and touch screen) phone for the foreseeable until I can free some up to go look at the new Google phone or the Stars align and Apple has an open slot when I have some time free up.

Love this store. V nice people and great location

I took my phone in for a battery replacement here because a (friendly) employee at the Valley Fair Apple Store said wait times were shorter.When I got here, the employee at the door didnt greet me or try to help me in the slightest but instead took the time to greet the customer who entered behind me. Confused, I proceeded to the GeniusBar in the back and the employee there checked me in. Wait time was 10 minutes.A different GeniusBar employee who came to collect my phone was frowning the whole time. When I asked him what was wrong, he said my battery was perfectly fine - I have had my phone for two years and the battery is extremely mercurial despite being at 80% health - and didnt understand why I wanted my battery replaced. I responded that battery prices go up in 2019 so I wanted to do it sooner rather than later. He barely acknowledged my response and continued inspecting my phone for damages. I asked if he recommended I take pictures of my phone before I turned it in and he rudely answered: What do you think??. I was shocked into silence and decided against provoking him by taking any pictures of the phones condition. He proceeded to PASSIVE AGGRESSIVELY WRITE DOWN customer wanted to take photos of device Upon him finishing writing that sentence, I asked if he needed anything else. He said no, come back at 10 am tomorrow and walked away with my phone.Left the store shocked by the consistent lack of professionalism in every employee, from the door greeter to the employee who took my phone. This was the worst experience Ive ever had in any customer service setting. Door greeter ignored me as I left.

Weekday. Genius wait over 2 hours. What happened the the old Genius Bar concept. No couches, not large wall displays. Not pleasant, not comfortable.

Went in to the APPLE store to get two new batteries for two of our iPhones........left with a phone that was locked up and I was unable to use it. Unfortunately, I did not notice this until I was a 45 minute drive back home. Home button was unresponsive. Couldnt text or call or use my phone for just about anything. I had hoped that once my phone had a full charge, the problem would resolve but it did not. On a positive note, In the store EVERYONE was so awesome and kind and you just had this feeling that you were in good hands. Fast forward: Full charge but phone still not working. Last night my husband calls to make an appointment to have my phone fixed. His appointment is at 1:10 and he is told the phone will not be ready sooner than 4:30. I could not believe that there was not something better/faster that they could do for us, considering that the phone was fine when we brought it in (according to the full diagnostic they did). Here is my question: WHAT is more precious than the time we have? WHERE is the responsibility component in them trying to honor our time and making accommodations for us. When I called the first time I was very upset. I was not yelling or swearing, just angry and honest about my frustration. The first time, I was hung up on. Awesome. Apparently that is part of their protocol, through I was supposed to be given some kind of warning. The second person that I got through listened well and documented my feelings and ideas for improving the system. I rec for example that the technician, or whoever returns the phone to their customer check the phone to make sure it is functioning before returning the phone to the customer. All of this was SO preventable. I also feel like the responsibility factor in this situation was lacking bc they were unwilling to try and move us ahead of others. If someone had an issue that was the stores fault, I would expect that that should be given priority, out of consideration. The store in so many ways is so personable-the people on the floor are wonderful. This practice however is exactly the opposite. It is robotic in practice and insensitive to circumstances. I hope this long winded (while I wait on the phone with Apple & have nothing better to do anyways) rant is found beneficial to making Apple even better. Mistakes are opportunities for learning. And folks, take it from me, check your phone before you leave the store!

The best apple store in the whole state

Sat next to an ESPN commentator. Had great speedy service. This is a prime store if ya need same day fix.

Very bad experience today at apple Los Gatos. I came in at noon for battery replacement. The first guy is good and took my two phones for battery replacement. When I came in again later to pick up, I brought a third one to replace the battery too. The manager told me he couldn’t take it. They told me they have a policy of one device per day. I asked where the policy is, the manager told me to call Apple care. I called Apple care, they said no such policy exists. I came back and spoke to another manager and he showed me that I have made 5 appointments today and they know who I am and won’t allow me to make more than one appointment per day in the future. I dont know what he is referring to by saying they know who I am. I felt embarrassed and upset. I only made one appointment. It’s the first apple employee who created multiple appointments for me.The worst part is the two managers I spoke to are very arrogant and dont want to help at all. Ive never had such a bad customer experience at Apple store before.

Im starting to feel like going to the Apple Store in Los Gatos is like going to the DMV or the doctor... Long and painful. I go weekly for business and every time there is an extended wait time even if Ive made an appointment and every time you think youre going to get helped its someone coming to tell you someone else will be with your shortly. Even if you leave and come back, once you arrive for pick up you still end up being there for another 30 minutes to an hour. I know this is a busy store but I have to believe there is a better way. That being said, once you actually do get seen the employees are generally nice and helpful.

Went to the genius bar to have my iphone 6+ looked at for a slight display issue. Made an appointment online at 12:50, arrived at 12:45 and was greeted by Ibo. 10 minutes after carefully checking the phone and running diagnostic, they offered to replace the phone, under warranty. Fantastic customer service, friendly and knowledgeable staff, that what makes Apple different!

Its quite hot outside in the sun waiting to come in but they were great

Nice to see the variety of apple products, but I needed help with comparing products & couldnt get the answers I needed. I went to T-mobile and will probably end up with a Samsung instead.

Best Apple store around for 500 miles. Never disappointed. Great staff.

It was fine. I dont have much to compare to. Parking nearby was easy (on a weekend).

They think they know better than you. Never go to Apple for repairs, they will rip you off and try to make you to buy a new device.

The staff here are less knowledgeable than other apple stores, and more importantly they are prone to be absentmindedly rude. Very poor salesmanship. I spent one and a half hours trying to give them $2000 and they keep delaying helping us till we eventually gave up and went to the next apple store down the freeway. Other apple stores have someone at the door that takes your name to ensure you are eventually helped, they dont do that here, so there is no guarantee you will ever get to give them money.

Service was excellent. I DID make an appointment. Mike Heigl and the check-in staff were really relaxed and helpful, had a great sense of humor, and we did not have a long wait.

Super busy and very little parking, but great service / help.