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November 2023 by Zuas
we made a quick appointment about 24 hours in advance and had a quick and easy experience. Damon was great help and we are very grateful for his time. He was very knowledgeable and helpful with a kind, positive attitude. Thank you Damon for an awesome experience!!
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November 2023 by Nolan M.
I was shocked how bad the customer service is at the Mission Viejo Apple Store. The store was not very crowded and we were put in the queue, After waiting for 30 minutes we were told the representatives were handling phone calls and it shouldn't be much longer. Finally got waited on and the representative was rude and arrogant. He was texting while waiting on us and was completed distracted. He did not explain the features of the iPad Pro and acted like we were bothering him. We were going to buy two iPad Pros at a combined cost of around $2400 but walked out due to his crappy customer service. What has happened to Apple's customer service? At one time it was exceptional. Now it is horrible and they act like they are doing you a favor by letting you buy a new iPad from them.
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November 2023 by Brett K.
Came in today to talk to a genius, and overheard another genius being extremely rude to an elderly lady who locked herself out of her phone for whatever reason. She was very upset about the whole situation, but the genius told her to stop interrupting him, and that she should have remembered her iCloud password. I bet half the employees in that store don't know their iCloud password by heart. Respect your elders, and no employee should ever talk to a customer that way. Not the same Apple I once knew.
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November 2023 by Ayu Sh
The worst Apple store experience. Utter chaos. There seems to be only a handful of people who knew what they are doing and the rest needed to seek help to get the job done. Who knew that when you come into a shop, you have to wait around for a few hours to make your purchase. We know what we wanted and we just want to buy it and leave. Not hover around aimlessly waiting for a free agent. And then having to actively seek help from an agent that was also just freely hovering. Come over and engage! General customer service improvement needed all round.
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October 2023 by Shawn H.
They have a captive audience and don't care. Waiting waiting waiting. They do have 2 people wandering around trying to look busy but actually doing nothing. And the arrogant guy setting up their waiting list has the temperment to be working in a warehouse.
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October 2023 by Soma T
I could bought what I wanted, but experience was just okay... staff aren't friendly unlike other Apple stores. They're chatting each other with smile, but react like I'm bothering super-busy people when I ask something (even when I decided to buy it...).
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October 2023 by Ahmet Ari
They will make you wait 30 mins even if you have appointment but if you are late 5 mins, tell you to come back another day…Updated from 1 to 2 stars; arrived for a later appointment on time. Waited 25 minutes in the line. Took 10 minutes to do the transactions.Somehow nobody thought of apologizing for the wait or mentioning it.Obviously, their time is more important than mine…
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September 2023 by Ahmet A.
It's OK for them to put you in a queue and make you wait 30 minutes when you have an appointment but they tell you to come back another day or wait few hours because you are 5 minutes late.Unfortunately entitled customer service.
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September 2023 by Don R.
Walked in at opening and was greeted by Derek. Had some nagging questions that he addressed with courtesy and patience. He walked me thru some apps I was unaware of and informed me of training sessions available at the unit. My major question was one that could not be handled at store level so he set up a phone appointment for later in the morning for those that could help. I left feeling I had achieved my goal. Thank you Derek.Don RobertsLaguna Niguel
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August 2023 by Agrifolia
It's an apple store, aside from a few they are mostly the same, this one does not stand out but staff is usually friendly and helpful, the store is kept very clean especially after covid made everyone very germ/virus conscious. All around good but could be more interesting, but it's apple, if you want interesting you just build your computer yourself like an adult. :P
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August 2023 by jaleh samani
I strongly urge anyone considering trading a phone there to first read my story. After purchasing a device and trading in my old phone, I sought assistance from one of the staff to transfer my data to the new phone. Unfortunately, due to the employee carelessly handling two customers simultaneously, my iCloud ended up getting locked. To make matters worse, the helper simply abandoned me, claiming there was nothing they could do to rectify the situation.Imagine the frustration of having all my valuable information trapped on the phone I had already traded in, with no way to transfer it to the new device. Desperate for help, I pleaded with other staff members, but each one coldly stated they were too busy with other customers to offer any assistance.Finally, after what felt like an eternity, someone suggested I buy back my old phone, which I did before leaving the store two hours later. Once I arrived home, I immediately contacted my carrier, who thankfully helped me reactivate the SIM card on my old phone.As a result of this dreadful encounter, I have made up my mind to return the new phone tomorrow. I cannot stress enough how horrendous this entire experience has been.
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July 2023 by Debra H.
My husband and I went in to upgrade both of our phones. We had Brian as our representative who assisted us, he was very knowledgeable and made the process seamless. However, Brian had to take a break and left us with Joshua. Joshua really needs to work on his customer service skills. Brian = 5 Stars Joshua = 2.5 Stars
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July 2023 by Gayle Morrison Lantz
The staff were dismissive and condescending. So rude! I just spent $2500 and they were all so rude. When I asked for help setting up a new computer, they sent me to a table to do it myself. When I asked for help again they said you just have to enter your stuff, with a very rude and condescending tone. When I asked again, they said we don’t know what you need help with. No assistance, just rude. Of course, when I was there buying the computer they were very nice. But I guess now that they have the money, they are rude!
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July 2023 by N B
I Tried this branch already 4 times because its close to me, everytime their service is just ok..yesterday i went with my mom to transfer her backup to new phone and the guy at front which name was "Chris Jones" was super friendly and after i explained what needs to be done he took us to Asian guy with goatee bread i think with name of "Ivan". before i finish my sentence of why i'm there he interrupted me and said no, no, you have to have an appointment..he didn't let me finish..i went back to Chris and explained what happend and he took care of us very patiently and set up both iphone to running back up and every 20 min came and checking on us..i saw the performance and additude difference right there, so decided to talk to floor manager about his great additude and caring to support customer instead of ignoring them. Manger was Elizabeth was patiently listen to what happened and she understood the situation. I would give the manger and Chris 5 stars for their supporting additude but this is for other person so 1 star is more than enough.
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July 2023 by Brian M.
I walked into the location at Mission Viejo Mall and was told I couldn't get a tech support appointment until the following week; wtf????My phone began to use a lot of battery upon installation of IOS 16.5.1 sofrware update.Due to the fact I couldn't get an appointment in a timely manner i left.Was able to resolve my problem by studying some YouTube videos! Fortunately I have prior technology experience....I did spend about 2.5 hours to resolve my issue.My phone is now working efficiently; no thanks to Apple.I truly feel bad for the folks lacking tech savvy.I wasted time and gas accomplishing nothing...
