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January 2024 by Lizelle Oreno
I came in and brought up an issue about my iPhone 10 and John the worker was super helpful. He suggested doing it myself at home since the wait would be like 1hr for the next appointment, and I was in a time crunch. Glad I went here and not Glendale!
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January 2024 by Dan Tran
Too sales/ transaction oriented and poor customer service for the best experience. I had to sign into another Apple ID to obtain my receipt to return an Apple product, and the rep failed to let me know by doing so, it removed all my Apple wallet and some other linked Apple ID apps and eventually had to sign in and re-verify everything which was annoying. As I logged out of my current Apple ID to my other Apple ID, I couldn’t login bc of second authentication and I didn’t have that phone on me!! All in all. The rep shouldn’t have told me to sign out of my Apple ID and could’ve suggested other non annoying ways to get that receipt
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December 2023 by Christopher Chung
There isn’t much left to say that hasn’t been already said before. My experience with Apple retail has always been fantastic. The staff is always helpful and friendly and they know when to just leave you alone when all you want to do is have a bit of time playing with the devices.
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December 2023 by asukajpg
I got my Macbook... after waiting three hours. Staff ignored me for two hours after waiting an hour to "check-in". Had to complain to every staff before the "manager" came to speed up the process. If I didn't complain I probably would've been there until closing time! They weren't even busy as well! I saw multiple staff just walking around and PAST me.
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December 2023 by Ash B.
I jetted to this Apple Store location right after landing from JFK on a red eye. Somehow my 3-week-old laptop stopped working and I had no idea why. I arrived 15 minutes before the store opened in anticipation of holiday hordes of people waiting for their Apple fix. I was pleasantly surprised at how easy and efficient the early morning employees opened the store. I've spent most of my career in retail so I was in awe of everyone from Genius staff, to the manager, to the greaters who added me to the appointment waitlist. I didn't speak to Rachel but I asked for her name so I could give her Kudos for her operational efficiency. Then there was Mario who helped me troubleshoot what was going on with my machine and graciously entertained my excited banter the new Apple Vision Pro and our shared love of video games. And then there was the floor manager (I believe) who helped come up with a solution to my issue promptly. I recently switched back to Apple from Andriod for my phone and I'm so glad I did. I've had an Apple computer since I was three years old and this experience solidified why it's the only machine I'll ever own. Thanks again Apple Pasadena. I'll be back for a new iPad soon. (I hope I got everyone's names correct here because they all deserve recognition for their hard work during this busy holiday season -- looking at you Apple corporate :) ) xx
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December 2023 by Jay S.
Had an appointment for some AirPods Pro issues and I was assisted by an employee named Mark. Mark was extremely knowledgeable, kind, and attentive throughout his entire interaction with me. He gave extremely detailed explanations, answered all of my questions, and gave great advice regarding what options I had with my AirPods. It's very refreshing witnessing an employee with a great attitude that genuinely cares about helping customers. Mark was extremely helpful and gave great recommendations and suggestions. You can tell he puts a lot of effort into his work and interactions with customers. Apple, please keep Mark around and give this man a raise!
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November 2023 by Dan Tian
Today, I came to the Apple Store because I couldn't hear the person on my phone when I answered the phone, and a boy greeted me, and he was very nice, and I had to wait for an hour, so I sat at a table and waited, and after a while, an employee came over and told me not to sit here, and told me to sit at another table, and this employee was an old white guy, Are you gonna bully me just because I'm an Asian woman?
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November 2023 by Evo Ny
The customer service here is poor. If I wasn’t looking to get an urgently needed item, I would not go here ever.I interacted with four staff in a single visit and three out of four had a bad attitude. They acted like they were blessing my day by engaging me. One of these three appeared to be a supervisor as they seemed to be directing their colleagues, so their manner left an even poorer impression. They were particularly dismissive and for a very simple request. It’s also funny cause they approached me and engaged me yet were so unwelcoming in their language, tone, and expression. So strange.
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October 2023 by Alex W.
Hate the 14 day return policy. We don't live close to the store and it's not so easy to visit.
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October 2023 by Jon Newell
Picked up the iPhone 15 on release day swapping out my iPhone 11. Having paid for it already and scheduling a pick up time I thought I’d be in and out but was a little surprised I had to wait in a line that nearly went around the block. I was annoyed but the person who was at the store entryway ensured me it’d be quick and he was right (also very pleasant). Everything went smooth and ended up being a good experience.
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October 2023 by Joseph Meyerowitz
Was promised a replacement for a defective phone case - and next to a wall filled with new cases, was told I cannot have a replacement without returning to the store almost a week later because the "Genius" bar must order it from elsewhere. Left with my issue unresolved, as I was traveling the next day. Why the run-around for something so simple?
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October 2023 by Helena León Vega
By far the worst experience I have had in an Apple Store. Poor customer service. Not by one but by a few of their employees. I got to the store to buy AirPods and the new iPhone 15 Pro. (I just could purchase the AirPods). They asked me to wait patiently in line for 35 minutes for a specialist to provide information about it. After 1 hour, I asked about my appointment. They told me to remain at a table and that someone would be with me shortly, after 35min I went out for less than 10min to add time to my parking. I came back, and they told me I just lost my spot and had to wait another 45 minutes. I requested to speak with the manager, who never did show up. In the meantime, I find their argument very rude and lacks empathy and logic. They texted me, saying I’d be attended to by a specialist in 15 minutes, and again waited 20 minutes, went to talk to another representative, and their excuse was that they called me and I wasn’t at my table, so I had to be reassigned. This is a lie. I was there looking at all of them, waiting patiently for my turn… they told me that even if I do the line, they cannot warranty I will be able to buy the phone.I would have preferred someone to tell me they didn’t have enough stock since I explained the motive of my visit almost 2 hours before I decided to leave.Overall, it was a waste of my time and energy and the loss of a customer who went there to purchase with money in hand.I do not recommend this store to anyone looking for a good service in less than 2 hours.
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October 2023 by Anto Ljubas
Walked in to Apple Store in Pasadena to buy Apple Watch 9 and one of the employee told me I will have to wait 15 minutes for the sales person. I came to spend $500 and they made me wait!?Steve Jobs is turning in his grave (or wherever he is)
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October 2023 by Ali F.
bad service. I try looking for an appointment and this location is the ONLY one without availability for tomorrowEven Glendale has availability truly disappointing
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September 2023 by Rico man
I had a scheduled pick up for the new iPhone. I was next in line. And they gave the last phone to the guy behind me. Make it make sense. Then they tell me to cancel my order and resubmit it to another store? Very, clearly, very helpful.