Apple Otay Ranch

Reviews

• DB

  Danielle Bennett

  4 days ago
  5.0
  I went to the Otay location Friday evening around 6 PM. It was fairly busy, which I believe was because they had recently launched the iPhone 18. I came in pretty stressed out and found two employees talking to each other. I interrupted them and asked if I could ask them a question. Without hesitation, they stopped and allowed me to show them my phone, which was swollen and had a nasty smell coming from it. They immediately jumped in to help me. Carleton made me feel like I was the only person in the store, and I’m extremely grateful for the attention and care he gave me. In the end, I wasn’t able to get my phone fixed—it was an old iPhone 13 mini. R.I.P. —but Carleton helped me pick out a new phone and even helped me set it up. He then left me in the hands of Chris from the Genius Bar. While I was there, I witnessed Chris helping an elderly customer who, honestly, would test anyone’s patience. Chris remained professional, patient, and incredibly courteous with her the entire time. He was able to assist both of us in a timely manner, and I truly appreciate the care and professionalism he showed. I owe both Carleton and Chris so much gratitude. They turned what started as a very stressful situation into an experience where I genuinely felt taken care of. Thank you, Carleton and Chris, for going above and beyond! You’re both greatly appreciated.
• SR

  Sara Rodriguez

  6 days ago
  1.0
  Terrible customer service from management. I went to the store on the evening of September 22 to pick up a phone I had purchased online. I drove an hour and a half because it was the only location that had the phone available. After arriving, I waited about 20 minutes in line before being helped. I was then told that I could not pick up the order because my name was not listed as the pickup person. I completely understand that there are policies employees have to follow, so I asked to speak with a manager to see if there was anything he could do to help me correct the pickup information. I explained that I had just driven an hour and a half and tried to show him the emails and purchase information I had received, including documentation showing my name as the billing customer. He had no interest in looking at any of it. Instead of making any effort to help me understand my options or find a possible solution, he repeatedly told me to call AppleCare. He even told me that, because of the time, I probably wouldn’t be able to get through to anyone that night. His entire attitude came across as, “I don’t care—too bad, so sad.” What bothered me most wasn’t that he had to follow a policy. It was the complete lack of empathy or willingness to assist. He also blamed me for not putting my own name as the pickup person rather than simply helping me figure out what could be done next. Because I was unable to pick up the phone, Apple ultimately had to cancel my order and told me I would need to repurchase it with my name listed correctly for pickup. Unfortunately, by that point there were no longer any phones available. The phone I had already purchased and driven 90 minutes to pick up was gone, and I now have to wait until October 6 to have another one delivered. I do not remember the manager’s name, and I don’t believe I caught it at the time, but he was short and had gray, spiky hair. I understand mistakes happen, but this was an extremely frustrating experience, especially after driving 90 minutes to this location and ultimately losing the opportunity to pick up a phone that had already been reserved for me. I expected much better customer service from a manager.
• BQ

  Bryan Quitoriano

  Sep 21, 2026
  1.0
  customer service here is an absolute joke defined by poor efficiency and associates blatantly ignoring you despite being a paying customer that is on time for an appointment. Apple as a brand is awesome, this store and its team is not. Whoever the manager is of this location, you run a sloppy operation. Whole store feels like a mosh pit and even marked areas dont feel like they fulfill the intended purpose. How am I coming in for a simple pickup and have to stand there at the marked Order Pickup table and be passed up by employees that look me dead in the eye multiple times and know I am there and yet CHOOSE to help someone that walked in long after i came and checked in? Associate Monique did just this. Trash. Also why are you all doing trouble shoots with customers at the Order Pickup table? Gives the impression you have multiple associates ready to do just the orders. Whether that was the case today or not, highly inefficient and associates don't have any tact. Disappointing experience. the success of this store obviously is dependant on the brand, not its team
• BB

  Belma Bronja

  Sep 19, 2026
  2.0
  Horrible service. The customer service was awful, and I was made to feel like a burden over the smallest things. Instead of being helpful, the staff seemed annoyed whenever I asked questions or needed assistance. What made the experience even more uncomfortable was that one of the employees switched to another language while speaking to a customer and appeared to be apologizing for having to help us or making comments about the situation, seemingly assuming we wouldn’t understand. Whether that was exactly what was being said or not, it made me feel unwelcome and like I was inconveniencing them simply by being there. No customer should be made to feel like a burden for asking for basic help. Overall, it was a very disappointing experience. If I could give this place 0 stars, I would.
• NR

  Nicholas Rank

  Sep 15, 2026
  1.0
  Really frustrating experience. Normally don’t write reviews but I wasted my entire weekend with this Apple Store. Bought a phone in cash and tried to apple care my old phone to trade it in. I was completely willing to fix the front glass and the back glass, but he told me that I didn’t have to fix my front glass because it wasn’t going to affect the value of the trade-in, because it just had some scratches. He even went and ran it by a manager to make sure that they would waive that if it came up. Well came in the next day to grab my phone after the repairs and sure enough, they wouldn’t give me full trade in value because- you guessed it-The front glass. What an absolutely unnecessary experience.

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