Apple The Americana at Brand

Reviews

• YK

  Young Seok Kim

  Nov 15, 2025
  1.0
  I went to buy a watch as a Thanksgiving Day gift, but I was so upset by the unkindness that I just came back. She really didn't want to work, and her questions were unpleasant and annoying. Her name was Angie. I never want to go there again, and I want to tell anyone not to go there. It was not a matter of unkindness, but rather the response of an employee who had no basic manners at all.
• BM

  Bori Mom

  Nov 15, 2025
  1.0
  Worst customer service. Went in to see my old apple watch trade values and see what size of watch I can get as my husband wanted to give me as thanksgiving present. They didn’t even care the customers who come in. Waited a little bit and grabbed one of employees. She was not nice and kind at all. She seemed like she doesn’t want to work or deal with customers. Asked me to remove watch band and proceeded couple of steps to get me trade values. The tone was not nice and kind at all. Sounds like she got bothered by customers. Of course I ended up mot buying watch as she treated me like i”I knew you won’t buy or no money to buy. Maybe she didn’t want to work on Saturday evening but as you guys see lots of comments from other customers experience, here apple services is extremely terrible.
• AR

  Alejandro Rico-Gomez

  Nov 10, 2025
  1.0
  I recently had a very frustrating experience at this store with a mistake on Apple’s end to which no solution was proposed by the store staff. I picked up an applecare+ replacement for a cracked screen, and the new phone I was given had a carrier lock on it that it should not have had. My previous phone was fully paid and unlocked, and the carrier lock on the replacement phone mysteriously did not correspond to my carrier (AT&T), nor could Apple even determine which carrier it was locked to. When the staff at this location rudely shooed me off to the Apple store across the street (Glendale Galleria), the much more helpful staff there were able to determine that this carrier lock was mistakenly put (unexplained how it is even possible for this to happen) on a phone I had gotten as a replacement two years ago that the new phone was inheriting. This means Apple gave me a faulty phone in a previous applecare+ service, and the result is that I could not transfer my esim to this current replacement phone. I was due to be on a flight the morning after I picked up my replacement phone. Because the store was unable to resolve the issue promptly and unwilling to propose another solution to their error, I had to cancel a critical business trip. I recommend everyone visit the Apple store across the street at the Glendale Galleria, where staff are more knowledgeable and more interested in helping. Perhaps if the employee at the Americana location who initially handled my replacement had a better understanding of Apple products and the process of troubleshooting them, this entire issue could have been noticed before my functioning phone was replaced with a nonfunctioning one.
• LM

  Lisa Marinaccio

  Nov 1, 2025
  1.0
  Showed up today at 4pm for my 4:20 appointment. I walked up to check in with a girl named Ryan. She said I was early and couldn’t check me in. She told me to go sit down and come back to her in 10 minutes to check in. I did exactly that and came back to her 10 mins later. I said can I check in now and she said yes I’ll check you in now and wouldn’t look at her tablet to check me in. I stood there and she said don’t worry I got you. I went and sat down to wait. At 5pm…YES 5pm I was still waiting. I walked over to now a guy checking everyone in. He couldn’t believe how long I was waiting and then looked.:.Ryan didn’t check me in. Ryan who wouldn’t look at her tablet when I came back the second time to check in didn’t check me in. Dear Ryan, maybe instead of trying to Karen me and not let me check in and trying to act all cool you can just go in your tablet and push a couple buttons so I don’t have to pay my babysitter an extra hour that I wasn’t budgeted in for. Anu and Mimi made up for Ryan’s lack of any customer service. To Apple, maybe let your customers check themselves? Or if a customer is 20-30 mins early lets them check in upon arrival. Or hire employees who can actually work your products
• CV

  Cody Vartanian

  Oct 22, 2025
  2.0
  I arrived for my 2:20 appointment to replace my iPhones battery. Most employees seemed busy, and it took a few minutes before someone finally asked what I needed help with. After I explained I had an appointment, they told me to sit at the far end of the Genius Bar and that someone would be with me soon. A little later, Kevin came over to assist me. He was polite, helpful, and clearly explained the process. I appreciated his professionalism and positive attitude. When I returned at around 4:08 to pick up my phone (it was supposed to be ready at 4:05), the experience wasn’t great. Again, no one greeted me or offered help. I noticed several employees standing around one customer, and even though I waited nearby, no one acknowledged me. Eventually, one employee asked if I needed something, but his tone came off as dismissive. I told him I was there to pick up my phone, and he told me to sit and wait again. After waiting about 20 minutes, I went back up and asked if someone was going to help me. He seemed surprised that no one had yet, looked up my name, and within two minutes another employee finally brought out my phone. When I checked it, I noticed multiple deep scratches on the screen that weren’t there before. I asked for something to clean it, thinking it might just be dirty, but they were definitely scratches. I told the employee that I didn’t drop off my phone in that condition. She showed me pictures of my phone supposedly taken before the repair, but at that point, I had no way of knowing if those photos were taken before or after the damage occurred. Overall, the experience was disappointing. I expected more care and organization from the Apple Store, especially with how long the waits were and how little communication there was. I even asked about trading in my phone for a new one multiple times (when I arrived and when right before leaving) but was told I’d have to wait again for a salesperson so I just left. Kevin was great and deserves recognition for his professionalism, but the rest of the visit was frustrating and unorganized.

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