Apple Palo Alto

Reviews

• MS

  Moi Solo

  2 days ago
  1.0
  This was one of the worst customer service experiences I have ever had at an Apple Store. Many of the employees and managers were rude, dismissive, and completely unhelpful. I received an email saying my product was ready for pickup. In every normal Apple process, this means the repair is complete. At no point did anyone tell me the service was not finished. I made the trip to the store only to be told that nothing had been repaired. To make matters worse, the device had been opened and not reassembled correctly, which showed a clear lack of care and professionalism. I want to be fair and acknowledge that sometimes issues like possible water damage or repair limitations may not be known upfront. I understand that. What made this experience unacceptable was the attitude, the poor communication, and the way concerns were handled. The entire interaction felt completely non customer centric, and I left deeply disappointed. Even though I had been at the store for hours trying to sort this out, the majority of the staff treated the situation with little concern or respect. One employee even suggested I write a review about it, so I am doing exactly that.
• BG

  Bharadwaja Ghali

  Nov 7, 2025
  5.0
  Just loved the store! I visited this place to buy 17 pro max and the staff were courteous and helped with purchase by clearing my doubts. It was a great experience!
• PP

  Pascal

  Nov 5, 2025
  2.0
  I visited the Apple Store in Palo Alto on October 19, 2025 for a Genius Bar appointment to ask about a battery replacement for my iPhone 13 Pro. The phone was fully functional when I arrived. After the technician ran a battery diagnostic, the display stopped working. The Apple logo still appeared on restart, but the screen would no longer turn on. The staff tried an update and eventually performed a full reset, but the issue was never resolved and I left with the same problem I didn’t have before the appointment. I now also have to restore all my data and re-register the device for work. No clear explanation was given as to why the display failed immediately after the diagnostic. The entire visit took around 2.5 hours, and although the staff were polite, communication and customer care were lacking. We were even encouraged to leave and get coffee while waiting for the phone to reset rather than being offered basic hospitality or clearer updates. I’ve been a long-time Apple customer, and this experience was disappointing. I expected a more transparent and supportive approach, especially since the problem started only after the device was handled at the store.
• YD

  Yibo Dai

  Oct 26, 2025
  5.0
  Good repair experience so far. My iPhone 16 Pro had a camera hardware issue, and I realized tomorrow is my last day of warranty (wow). So I came here for a walk-in appointment since everything online was booked. I was lucky to get help from a staff member right away. What came as a pleasant surprise was that the technician actually identified a few additional issues with both my rear and front cameras, as well as my cellular module. Upon taking a look, I noticed that these are all valid points that I didn't pay attention before. When I mentioned that my warranty was about to expire, the staff immediately helped me order a replacement unit and confirmed that the repair would be fully covered at no cost. Now I’m waiting for the replacement unit to arrive in a few days and hope it goes as smoothly as it has so far. 🤞 As a comparison, the experience here is WAY BETTER than at the Stanford Shopping Center. When I had my cracked camera repaired there a few months ago, the technician either left dust between the lens and the glass or didn’t attach the metal layer properly. I ended up going back four times for the same repair, which was frustrated and a waste of everyone's time.
• JD

  jamie dodds

  Oct 17, 2025
  1.0
  Came in a week and half ago with my MacBook Pro needing repairs. They ran all the diagnostics and said they could repair it but it would cost almost as much as a new MacBook Air. They offered a trade in, a student discount, and said I could have 2 weeks at home to transfer all the data over before I reset the computer and give it to Apple. All of that was fine and good, but the issue I have was when I went back today, they told me the computer was not eligible for a trade in. If my old computer isn’t worth anything, it isn’t worth anything. My complaint is that they told me it was worth something the first time I came in and sold me on a new computer telling me I could come back and trade in my old one, and then turn around and tell me it isn’t worth anything. They didn’t own up this time to what they said and it left me feeling like I got played.

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