October 2021 by Oleg P.
AVOID THIS PLACE AT ANY COST. Incompetent, disrespectful and rude management and overworked undertrained and utterly unqualified staff. I have been to this store 5 times in the past 3 months. Each time technical specialists did not 100% know what they were doing. They can destroy your data! Came in to replace the cracked screen. Genna looked at the phone and ran diagnostics. Diagnostic did not pass and Genna recommended to replace the phone. There was no phone to replace with in stock. Genna said the phone would be in a few days in stock. 2 days later store got the phone and told me to come in for a swap. Came over for a swap and Melissa started swap process. Melissa did not know 100% what she was doing and I asked if she could get someone experienced because I did not want to lose my backup. Melissa left me alone saying that someone would be helping me out soon. I got message on my phone saying shopping session was scheduled. Billy came by asking what I was shopping for. I said i was not shopping. Billy started asking questions on what I was doing at the store. I explained everything we went through with Melissa. For some reason my phone number wouldn't activate on new phone. Billy called ATT and ATT was asking to verify message which I couldn't receive because old and new phone were not active then. I asked another associate for help and he managed to activate new phone without contacting ATT. I started restoring from backup and phone got deactivated again. It was 2 hours since I came over for a quick swap. I asked Billy if he could call the other guy who activated the phone. Billy came back with Michael Richey, arrogant, ignorant, blatant and overly calm personality with condescending look on his face. After explaining to Michael Richey the whole story he concluded that I had to go and resolve my problem with ATT. I disagreed saying that Apple did mistake while swapping the phone and that the other Apple associate activated phone without ATT. Additionally, I never have to call ATT to activate my phone. It happens automatically after Apple specialist moves SIM card from old phone to new one. Michael Richey did not want to listen and kept saying if I want to solve problem I had to go to ATT. I asked Michael Richey for someone who knows what they are doing. Michael Richey left. The next person stepped by was Connor. Connor was pretty intimidating and passive aggressive towards me asking to go and resolve the problem with ATT. I asked Connor for his manager. Connor said that he is the lead of the store and that I would be waiting for manager for a long time. I just left because at that point there was no one to talk to. Very frustrating and disappointed in Apple corruption. Looks like employees did not get trained. Will be going to other stores but will definitely avoid this one.
September 2021 by Evan J.
Had an appointment at 7:45p. Got there early. Sat and waited for 20min. Nobody came by to help. Walked out. Apple customer service has become a joke. Very dissatisfied.
September 2021 by Kevin S.
HORRIBLE EXPERIENCE today!!! They checked me in with a reservation out side. Then I spoke with the salesperson inside. When it came time to purchase another product through my business name, it was not found in the system. C'Mon! This is the third time it has happened! I've bought a Macbook Pro, an iPad pro, and an iPhone. You would think that somehow after purchasing these products under my business name that my info would be in the system already. Nope! After speaking with another rep, they were going to have someone else contact me handle the matter. So I wanted to make the purchase, but the item was already sold out. ?! Seems the person out front only put me down as a shopper, not reserving the item I wanted to purchase. The second item I wanted to purchase wasn't even logged in my reservation out front! And they didn't even have that second item in stock when they checked. Sigh. At every step of the way, this experience was a complete failure and complete waste of time. Not one thing right! Thanks for nothing Apple! GRRR!!!
September 2021 by Michelle M.
wow I came inside today to try to help my father upgrade his iPhone X to a 13 pro max. we literally stood there for about 30 minutes, and tried to get an apple employees attention so they could help us. NO ONE HELPED US. it was really irritating seeing this one asian guy who was supposedly be working, just sitting down and talking to a girl! like can you help us or something? it was so ridiculous. this valley fair should tend to their customers more. Like what the hell I'm so mad.... I have never experienced an apple store this unorganized and careless in my life. We just ended up LEAVING because we didn't want to waste anymore time. I'd rather go to Apple Park Visitor Center, which is literally only 10 minutes away and their service is always impeccable every time. We went there instead and they helped us RIGHT AWAY. 10/10 do not recommend the Apple Store Valley Fair, unless you really want to waste your time and stand there like an idiot. MY ADVICE IS TO THIS STORE IS TO HAVE A MANAGER ON THE FLOOR TO SEE IF EVERYONE IS DOING THEIR DAMN JOB. WHAT A SHAME.
September 2021 by Amy N.
Came here after coming from oakridge's apple store since they were supposed to have my phone on hold since oakridge didn't have any in stock. We found one of the workers, and he was quick and attentive when we explained to him what we were there for. He couldn't find the phone they were supposed to hold for me through their system, so he told me he would go check just in case. He came back later with a couple other workers who brought my new replacement, and they helped me set up everything quickly. Awesome guy - the first one who helped me. My only complaint would be that we assumed there would be someone at the front to check in or see what customers needed, but we had to walk around and flag someone down. Not a big deal though since I was in and out in 20 minutes.
September 2021 by Jonathan M.
The person who helped me today, Michael is knowledgeable/ kind and answered all my questions. I walked in to get an Iphone glass cover inserted on. My phone now looks like new. The new location looks awesome and the service here is greater than exceptional. 10/10.
September 2021 by Demetrios G.
if your schedule doesn't align with apple Genius Bar at appointments available don't expect to have any opportunity to get on standby or have any chance to fix to address your problems with hardware. Used to be more friendly.
September 2021 by Marvin C.
Went to the mall because my phone was flat out tripping (no I wasn't downloading porn) but I was told it's a common problem with iPhones 12 Max Pros due to them being as powerful as laptops so she recommended I shut it down every now and then. She did her thing and reset the phone and suggested the software update and I'm all good now. Way faster and easier then I thought.
September 2021 by Emmeline W.
"Friendly" is pretty much where the customer service ends-- I'd much rather have "useful" than clueless but sweet-talking techs. I stopped by to activate my new phone and was given the run-around that ultimately wasted 3 hours. I was gifted a new iPhone for my birthday and stopped in to activate it. Though I had an appointment for 5pm, the first tech who approached us didn't take us to the Genius Bar-- she led us to another product table where we spent 15 minutes fielding basic questions from her, and waited another 15 for her to figure out how to activate a phone purchased from another store. Coming back, she handed us a sim card. Her solutions were: - Return the phone to THIS location and repurchasing it (incurring the higher San Jose sales tax???) to authorize the phone for activation (????) - Having her call ATT from this Apple store to authorize the new phone and sync it - Sending us to the ATT store around the corner (same mall) to authorize it ourselves because "it would be faster if you do it instead of me" ... Wat It sounded like she was pretty heavily implying we head to ATT ourselves. Which we did, which led to a 2.5 hour wait, which resulted in the ATT staff letting us know that the Apple team should have authorized it on their end instead of sending us here, because the phone team handles authorizations, not the physical store ... WAT I'd really recommend against coming to this Apple location, b/c if not an untrained staff, my suspicion is that we were rerouted since we weren't going to generate any commission.
September 2021 by Melissa H.
Good experience, great environment, attention to detail, lots of open space and workers.
September 2021 by Yi Nie
Terrible Terrible experience! I would give a 0 if I could. Nobody bothers to take care of you! I waited for for more than 1 hour after checking with several staffs and still didn't get any help and end up just leaving!
September 2021 by Xin LI
This shop was much more spacious compared to it's old incarnation. Great place to learn and buy Apple product and accessories.
August 2021 by Jane K
Large spacious location with friendly staff. If you need to have your computer or phone looked at earlier than the actual appt, then you can try to get a walk in appt. They will text you before you head back over.
August 2021 by Kshitij Lawate (क्षितिज लवाटे)
I had to wait more than 1 hr for my Genius Bar appointment, not sure what was the issue. However once they attended me, it was very quick, so atleast that was good.
August 2021 by Ivyn Tep
I don't like to elaborate but if you make an appointment with this location, don't expect to be seen nor helped at your allotted time. They used my phone to call customer care instead of theirs, they don't social distance, they don't greet customers, all in all there are other apple locations that are far better than this location. It's absurd to have many patrons come in and ask me if I worked their because they couldn't tell exactly who works for Apple with their attire. I've noticed that other patrons were being asked as well while these patrons walk into the store. Also, if the Apple worker says they will find someone to help you, don't get your hopes up. If they tell you to sit at a particular area, don't expect for people to come and help you despite them saying they confirmed your location in the store.