Apple Santa Rosa Plaza

Reviews

• JO

  Julie Owono

  Nov 13, 2025
  5.0
  I bought several devices there, including two iPads, and a magic mouse, each time I had a great experience! I came today to get customer support for a problem with my Magic Mouse: Special thanks to Mel for her great support she found the solution to my problem! I 100% recommend this store and the staff!
• NK

  Nikhila Korada

  Nov 12, 2025
  1.0
  We had one of our worst customer experiences ever at the Apple Store in Santa Rosa. While traveling, we faced an urgent iOS issue and went to the store hoping for quick help — especially as long-time Apple customers who’ve always trusted their service. Instead, the staff showed no empathy or urgency for our situation. We were told to wait over four hours just for someone to look at the issue. When we explained that we were traveling and needed assistance right away, the response was indifferent and unhelpful. To make matters worse, one of the employees actually suggested we switch to a Samsung phone — which is shocking coming from an Apple representative. It made us seriously question how such people are hired to represent a brand built on customer experience and loyalty. We’ve always loved Apple products, but this encounter has left a very negative impression. It’s disappointing to see such a lack of empathy, professionalism, and basic customer care from a team representing a company we’ve supported for years. We had to buy a new iphone again at the same store unfortunately 😒
• MV

  mani vemula

  Nov 12, 2025
  1.0
  We had a very bad experience at the Apple Store in Santa Rosa this morning. Our phone suddenly stopped working —but it completely stopped functioning. We went to the store hoping for some quick help, but the staff there were not supportive at all. Even though we didn’t have an appointment, we explained that this seemed like a serious iOS issue, not a hardware problem. Unfortunately, instead of trying to help or even taking a quick look, they told us there was a four-hour waiting time and refused to offer any immediate assistance. This kind of response is really disappointing, especially from Apple. When you buy an expensive phone, you expect at least some level of customer care and understanding in situations like this. We’ve always trusted Apple products, but this experience was completely unexpected and very frustrating. Thank you, but this was truly a ridiculous and unhelpful experience.
• TC

  Thuon Chen

  Nov 9, 2025
  5.0
  I forgot to pack my Magsafe charger, it was an older model, I came here hoping they could sell me a replacement, was told they no longer carry that particular older model, I ended up not being able to buy an appropriate charger for my older model MacBook Pro
• JA

  Janella Alexandrie

  Oct 22, 2025
  1.0
  Horrible customer service from the staff of this store. We had an appointment but decided to stop by the store to browse. We realized that the store wasn’t busy and asked a staff member to see about possibly moving up my appointment at an earlier time to where he said yes. We were an hour early but planned to get food while we waited. Since the store wasn’t busy he told us that it was possible and he instructed us to sit on the table and was told that it would be a 10-15 mins wait. We waited for about 15 mins with no interaction from anyone in the store. There were at least 5 employees standing and waiting for customers and the store was not busy. We approached a worker and asked for an eta of when we would be helped and she told us that it would be about 15 more minutes. We told her that the we were told that it would be a 15 min wait and that we had been waiting for over 25 mins now. She said she would have someone out to help us in a few mins. 10 mins later we asked another employee who was chatting with a fellow coworker for an updated eta and was told that it would be another 15-20 mins wait. We told him that the other employee said it would be about 5 mins and now he’s saying it’ll be 15-20 more minutes. At this point, the waiting period would have been estimated to be an hour wait from the moment we were told to sit down. We told the employee that we were told that it was going to be a 15 mins wait which then turned into a 35 mins wait. The employee pretty much brushed it off and told us we would have to wait even though there are employees standing and waiting to assist customers. He had a rude attitude and was sarcastic with his comments about how long the waiting period would be. We even overheard an employee tell another that it was a “really slow day today”. It’s very frustrating to be told that we could be helped ahead of our appointment only to be told to wait 10-15 mins 3x when those times passed. Horrible customer service from mall Apple Store employees. Will never recommend coming here and would prefer to go to San Rafael or Roseville for service.

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