Waited 45 minutes for someone to help me at the Genius Bar while I saw multiple sales associates standing around doing nothing! When asked what they were doing, I was told they sale products only. Here is a tip - Train your team to work cross-functionally so when you have more customers needing assistance with technical support rather than purchasing products people don’t wait!

No wait when I arrived without an appointment. Super fast getting the help that I needed. Gary was very helpful with all of my questions and assisted me in getting a new iPhone case.

This location honestly has some of the worst customer service and this includes management. Recently I received pretty good service by someone who was still new but that was after I had left the store and queued back up 2 hours later or so. Its really rare to get good service here and when you do for some reason its from new hires so I can only assume it has to do with the culture within the store after hire. I usually come here because the downtown location is a pain to get to with no parking but it might be worth paying extra to park in a garage just to avoid the location. I highly recommend avoiding this location unless you absolutely dont have another option then just mentally prepare yourself.

Over controlling with mask mandate. Mandates are not laws. Lost a sale

If you make appointment. They will serve you on time !They are very friendly and helpful !

I visited this store with my son. William was she helpful, professional, and super polite. Makes me want to loose my android and get a iphone

Repair shop takes forever. After ordering an out of stock battery, I was given a 3 day estimate to replace my battery. I did it myself in 7 minutes and it cost half as much. Also, their genius bar appointments always run behind.

On 21 September 2021, I visited the Stonestown Galleria Apple Store with my friend Dale. Dale is 84, legally blind and deaf and needed assistance using his SE iphone. Alex was his customer service representative. I want to commend Alex for his patience, courtesy and technical knowledge in resolving Dales issues. He is an excellent representative of both Apple and the Stonestowns Apple store. Please pass our kudos to Alex.

Genius Bar?! What a joke! Horrible experience, I can’t say this enough omg horrible this one girl at the Genius Bar def didnt care about our issues. Off to the next, she didn’t care. They don’t do great customer service they def won’t help u outside their pay rate.Also the store in General employees are very pushy, they see that you are looking at a product and they stare at you and follow you. What is up with the starring and being followed! You guys have too much free time or too many employees idk. And when you ask them about an appointment or something when you do need help they give you a respond without verifying if the information is correct if you don’t know it’s okay just say: let me find out for you and I’ll get back to you.

Joey at the apple store broke my phone when I came in for a new one. The managers then turned me away and stated there is nothing they can do to repair my phone. Years of contacts and photos are now gone because of Joey’s lack of knowledge of apple products even though he claimed to work there for 7 years. Extremely disappointed with the customer service I received from the “team leaders” as well. They stated that “ you know he is not going to get fired” which was not my goal. Just needed my old phone fixed. Horrible service and horrible attitudes.

Went there today. A gentleman started to help us but he was busy that he had to take care of of other walk ins. Unfortunately, we talked to two female associates - both were rude and disrespectful. They don’t listen to the issues you have with your new iPhone. Both argued with us. Employees who behave like that should be fired. Shame on Apple to have people like them. Me and my wife - walked out. I will never by an Apple device again for the rest of my life.

It would be nice if when store have all items you were looking for in stock, they would be able to order missing items for you in the store and get it delivered. Not just sell you one piece and send you to another store that is 30 miles away.

This Apple Store is located right next to Nordstrom which is connected to a covered parking garage with plenty of spaces.There are lots of staff ready to help. You can try out various products to your satisfaction before you buy. That is a really good sales experience.

The “genius bar” technicians clearly arsnf genius and need to be taught a thing or two about customer service.

We wanted to repair our macbook over at the Genius Bar and we waited quite a while for a macbook specialist to come. Nevertheless, we decided to trade in and the macbook gave us an estimated value. After that the specialist called for the trade in specialist which also took quite a while to come. The most surprising fact is that the information was wrong. We are truly disappointed and dissatisfied of our long wait and false information.

Employees are helpful. they fixed my phone.

Excellent customer service although some employees made be hard of hearing 😄

Live this place when you dont have any thing to do. You can just hang out and look at the new items.

Nice big apple store.

Waiting............................. Appointment times are meaningless here. Why even have that system if you cant find the support

Had an appointment to see the M1 iMac, the guy who helped us was kind and polite but knew not a damn thing about the computer. He showed me the wrong base model, twice, couldn’t explain the differences between the models, anything he said he read directly off the “compare models” tab on screen. The only thing he said over and over again was how popular the new iMacs are - cool that’s why I’m here. Then he just kind of stared at me for about ten minutes in silence. Take the time and just watch an MKBHD video in the back.

Great staff, very helpful.See Hillsdale store for contrast ...

The booking system is a travesty: you have to make an appointment just to return a thing, a feat which takes minutes to do. We had gone to the store to return some product and were told that the next appt would be 2 hours away. Obviously we aren’t going to wait. So I book an appt for another day to return but also want them to look at a tech problem with my phone. The return went fine but they won’t help me with the other tech issue unless I make ANOTHER appt for it. Why aren’t you giving your booked customers priority to take care of all their problems while they’re there? It may be efficient for you to make your customers book appts for every granular issue but it’s a complete waste of my time to have to keep coming back over and over again. I may just return the phone because I can’t be bothered with your customer service anymore.

Overcrowded place where anyone can even play on the iMac/ MacBook that a bit disappointing

If you are ever shopping here look for Dante he was great and he helped us so very much. find him!!!

I just wanted to ask for how much for repairing the apple watch screen, and the staff just told me he’s not the tech and let me go online to ask. Please TRAIN your staffs how to server.

Stood for 45 minutes without anyone helping me, not approached by anyone. Store was not busy. Only found out when I asked that I needed to get in a queue that they admitted was not obvious. Employee did not seem like he wanted to help me.

The first time I went to this store was when I passed by. There were many beautiful mobile phone cases in it. After repair a mobile phone screen, very cheap! Repair speed is usually one or two hours to complete, very good!

Service was ridiculously slow. Although the technician Juan did his best, he had to pronounce my MacAir dead, and send it to the Apple Cemetery, I had it for 8 years! Next, they sent out the awesome Ryan, who normally works in the back, to discuss my questions about a new computer purchase. He was amazingly helpful, above and beyond what he needed to be. All 5 stars go to Ryan!

Worst shopping experience ever had.We walked in at 3pm. We left our cell number and was told that would be text when comes to our turn. We got notification around 4pm letting us know that its our turn. We immidately checkin. They told us we would be served in couple of mins. We were waiting outside until 5:30pm. We checked with them about how long we should wait. They said they have no idea. We were told that the reservation we made is not guaranteed.The manager told us even we come another day with a reseravation, we still have to wait outside, maybe hours before being served.So what is the point of making an appointment? And their text notification system works really terriable.Dont waste your time here!

They dont help me fix my phone. not good service

Shoutout to the manager who stepped in to help me with a gift card theft issue that I have been stressing over since 7am this morning. Ive been on the lines with customer support, iTunes support, the original store where the gift card was purchased (Union Sq) for the last 4 hours with no resolution. The first service rep I spoke with at this store turned me away and directed me to call back into the corporate phone lines. I waited in line again and luckily was escalated to a manager who quickly and professionally provided resolution. Thank you, sir! You really made my day.

Want to buy three mac and iPad for business. Sign up for specialist and wait for an hour, still get canceled without saying anything.

It’s open and available for pick up!

I being a senior theres no benches other than you go to the food court or at bodins people can stay in the restaurant as long as they want and they have enough space for about eight people so my friend and I had to sit up in the food court area to have a meal again there was no benches for us to rest on especially outside the Apple store but they did give me a high chair to sit on cuz my friend had to deal with Apple today so that was what my day was like wish they put more benches in for us to sit on that are seniors.

Wayne is Amazing. Very helpful

Very helpful place.

Poor customer service, made me uncomfortable.

I only get dragged in here because the wife likes Apple products. They have a ton of Apple gadgets here and when I see everyone googling over them Im happy Im not a part of that craziness.. However, if I were an Apple person this is definitely the place to be. Next time youre at Stonestown go check this place out. If you see a guy on a Droid phone patiently waiting for his wife out front say hi to him! Thats probably me....

I had a to replace my screen..Everyone was very helpful, technician was kind, patient and warm, in fact entire experience was very pleasant.

Great service pretty quick in and out with an appointment

I had to replace one of my phones so I got the new Apple whatever it was it was $1,200

Earlier shopping experience here was bad. The employee who initially helped us approached us with disgust, made us apply foam cleaner to our hands before coming in the store, then proceeded to wipe down any computer we touched right in front of us. I did not see other customers treated in this manner by other sales agents. I complained to the manger who had someone else step in to assist us. Being that one of us is disabled we needed to see which computer was adequate for our needs. Left purchasing a MacBook Air and residual mixed feelings of ever shopping here again.Had to exchange this laptop for another. Was questioned and treated like a criminal for a defective laptop. New laptop works and guarantee this will be my last Apple product purchased.

Went to buy an SE phone. Asian rep. made us have to download ICloud to backup information and gave us a laundry list of to do issues before we can purchase the phone. He won’t transfer the SIM card. We tried four times to backup our phone but it’s an Apple 5 and it didn’t work. We went to AT & Tv store and bought the SE Apple phone. The rep replaced the SIM card for us and helped us down load Gmail since I was having a problem. Am disgusted at the Stonestown store. The rep could’ve transferred the SIM card but he treated us as if we’re IT know it all techie professionals. They need to retrain their employees in professionalism to make the customers feel relaxed not stressed out as we felt.

Everyone was extremely nice and helpful. Huge reason why I still love apply as a company. This store doesnt right 👍🏼

I’ve been there twice and had excellent service! First time I was with a very patient women who didn’t mind explaining my questions! And today I was helped by a blind male who was very helpful and knowledgeable

I went in to fix my iPhone X that had dropped in a puddle of water. Devon helped me out. He was extraordinarily beneficial and pleasant. He went above and past to assist me with everything I wished. Even took his time to help me out although it was a chunk beyond 9pm (last time). I will for certain be coming lower back to this region if I ever want to shop for an Apple product or want considered one of my devices repaired.

Staff here is very respectful, knowledgeable and friendly!!! I went there for a issue with my phone and they got it resolved in a matter of minutes.The store is in a very convenient location specially if you will be driving in your own car. It’s inside the mall where you park for free which doesn’t happens mostly for any other Apple stores in SF Area you can also get some other shoppings done while in the mall.

Super helpful. Quick service.

Sale people are not nice

I had get really wonderful service over there i went there for two different propose both time i get a wonderful service from the Friendly staff .

Not even an apple fan but came with my mom to get her a laptop last minute. the employee there was very helpful and knowledgeable. my mom was able to walk out with the most ideal laptop for her needs. other than that, the inside of the store is really aesthetically pleasing. and there are a lot of products on display to fiddle around with. was worth checking out even though i wouldnt buy an apple product

Very strict COVID safety policy. Really appreciated the care they took of customers and employees.

Run of the mill Apple store in a mall — slightly less busy than most. I picked up my iPhone 11 here in September 2019 on launch day. It was very busy but they had a relatively good process to manage the chaos and reduce customer frustrations. The store is moderately size for Apple nowadays. The staff was helpful and attentive despite how busy they were. I will definitely be back to this location relative to others in San Francisco.

They are not friendly. Bad service and they give you an attitude.

Service is hit and miss. I only found a lower wattage power supply on the shelves and asked an employee if they had any higher wattage ones. He walked to the shelf I took it from and said I dont see one... Duh... Gave it another shot and asked a different person, who found out they had one in the back and had it brought out, let me try it out and was overall very helpful.

I poured a huge cup of coffee into my brand new MacBook Air. The Genius folks were super helpful with the repair. Its a wonderful store early morning during the week: quiet and can. Weekends are a zoo, like any other Apple store

It was fun! Someone fix the iphone.

Its an apple store

It doesnt feel like is a shopping mall it seems like its a dog park... Dont get me wrong I loved dogs but its surprisingly visiting here is not to pleasure.. Maybe next time I visit here I see all different animals walking around in this mall...

Walkin and was approached by a customer service representative right away.I explained my problem and within 15 minutes, a technician was able to explain and gave me the answers. The staff were courteous and helpful.They even schedule an appointment to get my computer repair.

Bad shopping experience, ewwww

Great atmosphere. I wasnt pressured to purchase anything. I asked a couple of questions, the employee was helpful and humorous. I purchased 2 items, and the Law Enforcement officer had a great attitude. Would recommend it to everyone.

In short: if have sufficient stocking for the product you want, find another store like Apple Union Square, same price, more staff, more professional and better experiences.Compared to Apple Store in Union Square, Infinite Loop, Apple Park, Los Gatos, Glendale@LA, and Beverly Hills@LA, the staff is less passionate, less friendly. I came here with my mouth big open for two times because their responses to my request on the Release Day. They makes me feel like a new comer and have never been to Apple Store because rules are ruder. It is still OK if they sell other brands, but this is Apple Store. Personally if not because I am work from home on Friday I wont go here, I will go Union Square.

Thank you to Leo for his honest and empathetic customer service work. I had a very HQ problem with my Apple Watch and the manager at the moment, was not not not helpful at all, he basically said there’s nothing I can do. But when I was about to leave, Leo grabbed me and explain me in more details the next steps of my problem . Again, thank you for taking the time to show true interest in my problem. ( the problem was someone drop off my Apple Watch outside the door like the picture attached and of course it got stolen )

Nice Apple Store, like every other Apple Store out there. Genius bar is hilariously slow when it comes to getting your devices repaired of getting help. Was told it would take 10 minutes for someone to help me and thats already stupidly long. 30 minutes later still nobody, I just stood up and left. Only come here to buy products, forget getting your things repaired here.

This store is my nightmare...a see of standing room only work stations where people have obviously been assigned a staff member to assist with their reason for being in the store, but how do I become one of those guys? No line, just an ameba of people randomly moving in and out then somehow I wound up in a line of customers to be helped. Perfect although when I got to the front of the line they simply directed me to one of the tables where there was a group of customers who were being assisted by 1 rep....we were all standing around a table...but if felt very much like when customers are standing one in front of the other to wait to speak with a rep who will assist us...or a LINE, but not a line to line of in this case a rectangle. On the plus side, the reps were very nice, even tempered people who were thourogh and pleasant. The system is an F tho.

Shawn was extremely helpful and friendly during my iphone pro max purchase. Appreciated his fast and professional help. Thank you.

They are going to lie to you over the phone that you can come in and take a look at a product and then tell you they don’t have walk in appointments when you get to their door.

Honestly it’s a busy branch but when it comes your turn the customer service is perfect and they give you more information and soo helpful specially I want to thank( DAKOTA ) one of the best employees over there he helped me and my husband on a lot of of issues

I came in to buy a phone and waited probably 10 mins and then was on my way happily. Thanks for getting me in and out quickly.

Several times, I have been sent here to have my phone inspected for issues. Each time, apple support has scheduled me to be here. Each time I show 20 minutes ahead of time and check in. Each time I’m overlooked and they have to fast track me after spending ten minutes searching for someone to return eye contact. Pretty abysmal for a company who told me to be there at a specific time. Had this been the experience my store gave when I worked for apple, heads would have rolled. But I guess its derigeur now. I even had to call Apple support back and have them call the store this time. A big waste of time for them t ok tell me to do things Ive already done like restart the phone. Why do they even offer Genius support?

Genius Bar support at this store is incredibly slow and inefficient. I was not helped for the first 20 minutes of my appointment and my technician was also helping someone else at the same time. We ended up leaving before we received any help.

Emily was a fantastic genius and fixed all the problems with my Mac book that I have been having for years. Extremely helpful service and a great visit. Highly recommend!

Always the best

I give this a 5 star because the service was good and employees were nice! especially this worker name josh! hes rlly nice and helpful with helping me buy my 10s!

They were extremely busy but remained calm and courteous under pressure. The scheduler guy listened to me blow a little steam and then was really helpful. The actual tech team were great techs and teachers. At the end of the session they honored the warranty even giving some grace.I left with everything solved and working.Bravo to the young leaders at the Stonetowns Apple Store.

Apple is the superior computer for digital graphics, photography, video, graphic design, and art design. The best! Buy with confidence.

Predict the customer service employee kept me from being scammed out of $1,500.00 equalizers because it was so good at his job he knew what questions to ask me or agitated and based on my answers he was able to give me good advice

Mediocre Service

I give this a 5 star because the service was good and employees were nice! especially this worker name josh! hes rlly nice and helpful with helping me buy my 10s!

Location very convenience, employees very friendly and not bothering you easy, free tablets, phone you can try, police always at the main entry feel security, organize. Love to go this Apple store.

The Geniuses are always great, no matter which Apple store you go to. I had four issues, minor but vexing. Craig at Stonestown took me a few minutes earlier than my appointment time, and had all four issues squared away in less than ten minutes.

Entered the store with the desire to purchase a headset and phone. I was not only ignored but had two sales people walk pass me. I finally got to the headset area and attempted to ask for assistance only to be dismissed. I found myself being silently judged as if I was not an actual customer. I asked the gentleman if he could tell me if these were noise cancellation headsets. He says sorry I am with a customer. No other customer was around and I thought that was a simple question. Yes or no. I got so frustrated that I left the store and decided to try another Apple store. I should have checked reviews before visiting. These folks need diversity training.

Always great. You might have to wait a little while. But they do help.

Great fast and friendly service.

Any older product is usually not dealt with, just Buy A New One is most advice I have gotten. The GBar should offer better help.

Always a pleasant place to get your Apple gadgets and accessories. The staff were helpful and plenty of demo units for you to see and check.

Very bad customer interaction experience. This store is always busy and they want customers to wait in line to speak with an associate to join a line. You actually have to wait in a line to get into another line.

Elegant

Another Apple outlet

Only about half the stores left.

Excellent customer service and appointments!

The level of service from this location is always fantastic. Came in to have an iPhone 6 battery replacement around noon, was able to see a representative in about 10 minutes and an hour later the battery was replaced without issues.

Ryan helped us out and set us up with a new machine. Very knowledgeable and honest.

Great Apple Store! It was crowded when I went there, but yet I was very well attended. Would come back here for sure!

Regular and common.

Apple has one of the cleanest restrooms in the Mall, and offers enough space to keep children busy when the adults visit different stations in the store.The place is usually packed, so appointments in advance are highly recommended.Staff are generally professional and courteous. However, in my experience, when seeking help to resolve a problem with your device, staff usually try to sell you additional services and products, as opposed to really trying to solve your problems/answer your questions that could be solved without spending more money.For example, as opposed to spending time to teach you how to save your phones data via iTunes or other compatible free software, they told an older customer to buy more iCloud storage instead.

The people in the Genius Bar are really great. They do their best to help you out. I would recommend booking an appointment online first so they can guarantee to spend some time with you.

Grea experience, there a line but it is lighting quick