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December 2023 by Todd L.
Dropped my laptop off for a repair. The service person called back a day later, told me he needed my input, and asked me to call back. I called three times -- two calls lasting 10 minutes, one lasting 7 minutes -- and no one ever answered. Their system hung up on me without answering for both 10 minute calls. I spent a half hour trying to get a hold of someone to answer their question for them and got absolutely nowhere. An absolute waste of time.When I came into Yelp to leave this review, it asked me if I wanted to update my review about this store. I didn't remember leaving one previously, so I pulled it up. It's from 2016 -- SEVEN YEARS AGO -- and says, "When a company this large can't bother to answer it's phones for three hours after the store opens, customer service obviously isn't a priority."Apple, this is absolute garbage. You never corrected the problem and continue to treat your customers like their dismissible. How is someone supposed to call your store back when NO ONE WILL PICK UP THE PHONE? This is obviously a chronic problem with you guys. I realize that most of the two thousand employees who work at that location at any one time are too young to know what a landline is, but maybe you could train them.... or forward the calls to their company-issued PHONES, teach them how to answer them and RESPOND.FIX YOUR CUSTOMER SERVICE PROBLEM.
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December 2023 by Rodney C.
I wanted to buy an ipad, I was in the store for 30 minutes, and not one person approached me to sell me one. How sad.
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November 2023 by Miliza T.
superb customer service from emani! she was so helpful in getting my mom and me set up for our new iphones - she was very patient in answering any questions we had. was able to explain things in a matter i could understand lol. despite the crazy busy-ness of the store on a sunday afternoon, she was remained so kind!
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October 2023 by Chris Ross
I hate everything Apple. Their customer service is fake and their product is average at best with a prime price tag. I went there to replace my daughter's Airpods or else I would never go there.
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October 2023 by Ruth O.
My pickup experience was fine here-- not great and not terrible. The main gripe I have is the unprofessional treatment of my service dog. HOW PICKUP WENT:I ordered online for pickup. It took about two weeks to be ready. It's weird that there's no desk for pickup or help or any kind. The employees just roam and if you look confused, somebody will eventually ask you if you need help. No signs like "pick up orders here" or "find an employee at x location for pickup". They scanned my QR in the middle of the store and told me to just loiter there while they got it for me. I can imagine this being really confusing for older customers. I think the only reason I was approached so fast is because I was accompanied by a dog, which brings me to:THE DISABLED EXPERIENCEOne thing I didn't like is that not a single staff member respected the basic service dog rules. Sure, they let him in, but then employees kept stopping to try and say hi to my SD-- huge no-no-- and the one that helped me kept asking what his name was while speaking in a baby voice to him. One reached out as if to pet him, which was crazy! It was a really disrespectful experience that stresses both my SD and me out. They should have been trained in proper SD procedures and taken the hint when both he and I were clearly uncomfortable with their behavior. If you're working with people, you should know the bare minimum about this kind of thing. That really disappointed me!!
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October 2023 by Emily D.
They sold me a "brand new" iPhone and this clearly has a non apple screen on it like someone bought it cracked the screen, replaced the screen with a new fake one and then returned.
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September 2023 by Raheem A.
Although I have outgrown my desire to have the newest mobile device (in my early 20's I would carrier-hop just to have the newest device), I like to upgrade my iPhone every 3-4 years to take advantage of the refined cameras. After watching Apple's unveiling of the iPhone 15 Pro Max (am I the only one that still gets excited for their keynote presentations), I was sold on purchasing the phone upon release. The day of the release, I hopped on Apple's website and was able to secure two titanium black iPhone 15 Pro Maxes. Unfortunately, our local Apple Store (Arden) did not have them for on-store pickup; therefore, I purchased them from the store in Pleasanton for next day pickup.Upon arrival, I was warmly greeted by a friendly employee named Branden. Branden immediately scanned my order confirmation barcodes and informed me that an employee would be bringing the phones out shortly. While waiting, Branden asked me if I needed any accessories, specifically a new power cube (since the new iPhone now use a usb-c charger that is not packaged with the phone). He also informed me that Apple has free workshops that families can attend (we plan on booking sessions for the iPhone photography and the videography workshops).Two minutes later a friendly employee by the name of Steven, greeted me and handed over the phones. Although I wouldn't quite call myself an Apple fanboy (although I could never see myself going back to Android devices), I am a huge fan of their streamlined and efficient products + customer service practices. Thank you Apple Stoneridge Mall!
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September 2023 by It's Me
Went all the way to Stoneridge Mall to get an adapter for our MacBook. Found a parking spot, walked to the center of the mall (disabled family member was with us), and flabbergasted to see a couple hundred people (maybe more) waiting outside the store to get in, as always. We get that Apple is a high traffic place. We know people make appointments to spend thousands of dollars there (couldn't make an appointment on short notice as cable unexpectedly broke so we headed right over to get a replacement), but we don't get why we have to wait in line for hours to buy an accessory - not a laptop, iPad, iwatch - just an adapter. Why not have one line for those who have a quick purchase to make & one line for folks needing more assistance and time? For a disabled individual, it's way too hard to wait in line so we left empty-handed. Love Apple products, hate this set-up.
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September 2023 by Doug Ray
Great Apple Store. Everyone is very helpful. Super clean and well organized. On time for care appointments! Thank you?
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September 2023 by Anthony Alburo
3:30 - 4:45 PM, Labor Day, September 4Rashad exemplified excellent customer service. He patiently resolved and explained to us why my daughter’s MacBook Air is slowing down and heating up. We cleaned the malware, and saved data. We purchased a 2TB Lacie external drive to facilitate the resolution.
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September 2023 by Jack
I went here to make a return and I was instructed to stand on the side as #1 on the queue. As I stood there for 10 minutes doing nothing looking around, I observed half of the Apple employees were standing around talking as I see other customers also just waiting around. My return was done in less than 2 minutes as I approached one of them. This is peak inefficiency and I felt like my time was being wasted. I hope management pays more attention to the service provided as we are paying above market prices for these products.
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August 2023 by Chen Xin
Waited more than 25 minutes for my appointment. Multiple other guest who came way later were seen first for some reason. Refused to acknowledged the problem with my AirPods just because their diagnostics program doesn’t show the problem. I asked he to take a listen to the AirPods he insisted their program is perfect and can never be wrong. They might as well fire everyone here and replace them with robots.
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August 2023 by Ana Anaya
My husband was in there a couple days ago to get his phone replaced through his insurance and received very poor customer service. Normally everyone is very kind but this particular visit, the guy who helped him seemed to be focused on too many things and customers at once. I dont think we will return to this Apple store.
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August 2023 by TyTy E.
I made an appointment for my AirPods as they weren't working properly. Was told that because they are out of warranty I'll have to buy a new pair... they are barely 6 months old. When I tried to reason with the employee that they should not be failing like this within 6 months and can't they do anything since this is likely a wiring problem she proceeded to tell me that because the components are so small she can't actually find out what's wrong with them. Then suggested they were failing because I used them for 6 months... Maybe the store employees aren't allowed to do further diagnostics like that but she definitely insinuated that it just wasn't possible for anyone to figure out the problem which is extremely incorrect and misleading. There are more tests you can run without even taking them apart not to mention taking them apart will easily tell you if there's a wiring problem or not.She tried to sell me on a new pair and When I told her I would not be buying a new pair as this specific issue has happened to me twice and several friends as well she told me that she'd write a note in my account so that I could still get the repair price when I choose to come back. Insinuating that I would come back as if I didn't have another option. She was dismissive and gave incorrect information as if to force me into purchasing a new pair of AirPods.I have since bought a different pair of wireless earbuds and am beyond pleased.
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July 2023 by Ms. M
Great customer service and customers. My mother was being helped and a song came on the radio. A stranger started dancing and my daughter and niece joined in. Cool moment for the kiddos. This was about 3 years ago and service is still good.