Apple El Paseo Village

Reviews

• AL

  Alayna Lynae

  1 day ago
  3.0
  Made an appt to get the back glass of my iPhone 15 replaced. Dropped it off, was quoted $25 with AppleCare, and told to come back in 3 hours. Did so, and returned to find out while trying to repair it, the technicians cut/messed with a a cable/wire within the phone. I couldn’t take it home so was loaned a temporary one (which I was told wouldn’t be covered by AppleCare for any potential damages :/), but I needed a phone so I had no choice. Transferred my number at the store and was quoted a week wait-time for the replacement to arrive. Got home that day with my loaned phone (14) to discover the charging cable is different and I wasn’t sent home with one. Nor a case until I asked about it before I left, but I wasn’t expecting the charging port to be different, so I didn’t ask. I understand things happen, just unfortunate and pretty majorly inconvenient.
• BG

  Bob de Groot

  2 days ago
  1.0
  Again a disappointing experience with this store. Waited for 4 hrs for a screen repair for them to tell me they couldnt repair it nor offer a trade in value. Went to Costco, they repaired the screen for $150 incl screen protector. Must be embarrassing for Apple that their own flagship stores and so called geniuses are being outperformed by a price fighter like Costco, in both service and pricing. Apple has nothing but the brand and service going for them, we all know its made in China, most likely even unethical. Shame on them, I really never complain publicly but this crossed the line.
• DF

  Danny Falco

  4 days ago
  5.0
  I walked into the Apple Store on El Paseo on one of the most difficult days I’ve had in years. To make matters worse, my phone—something I rely on heavily—suddenly stopped working and wouldn’t stay powered on. In a moment of panic, I rushed to the store without an appointment, unsure of what to expect. The moment I stepped inside, I was greeted by an incredibly kind concierge associate (I wish I remembered his name—he was wearing glasses). His warmth and attentiveness immediately put me at ease. Despite my lack of an appointment, he reassured me that I would leave with a smile, and he quickly arranged for me to meet with a Genius Bar technician. I was then helped by Mageline (apologies if I’m misspelling her name), who provided what I can confidently say is the best customer service I have experienced in the valley. She went above and beyond in every way—she listened carefully, communicated clearly, and answered all of my questions with patience and detail. Her kindness and sincerity made a meaningful impact on me during a moment when I truly needed support. Not only did she resolve the issue with my phone, but she also lifted my spirits and even made me laugh. Exceptional service like this has become rare, and it deserves to be recognized. This location has earned my loyalty for life. A sincere thank you to Mageline and to the wonderful concierge who helped set everything in motion. You are both outstanding. 10/10—I highly recommend this Apple Store.
• AF

  allison fraiberg

  6 days ago
  3.0
  Besides the fact that clearly not enough staff was available today (it happens), experience was generally fine. That is, until at the set up desk with a few others, a staff member said as a new customer sat down, “Consider this a kindergarten class and you all are the children. Sal here is the teacher.” Pro tip: don’t infantilize and condescend to your customers. It’s not the flex you think it is.
• JM

  José Ramón Mancillas

  6 days ago
  1.0
  Very disappointing experience at this Apple Store. I drove 2.5 hours to this location to purchase the model I had planned to buy. I was assisted by a salesperson who communicated in ASL. Normally this wouldn’t be an issue for me, but it made the process take longer because he was working through an interpreter. During the transaction, the iPhone I wanted went out of stock. They told me that “someone” had taken the phone that had been available and that there was nothing they could do. This was a complete waste of my time, and I left without the product I drove hours to buy. For a company built on efficiency and customer experience, this was an embarrassing failure.

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