Apple Los Gatos

Reviews

• JE

  Jeanne “Rene” Evans

  Sep 28, 2026
  5.0
  I appreciate the advice and professionalism from this team.
• MM

  Mike

  Sep 26, 2026
  1.0
  Store manager Kate was unaccommodating of my order pickup issue when the item was damaged.
• MM

  Merry M

  Sep 23, 2026
  5.0
  My husband and I stopped by the Apple Store in Los Gatos to upgrade to a new iPhone, trade in my old device, and transfer my data. When we first walked in, the store appeared organized, and a team member who seemed to be leading the floor asked us to wait 5 to 10 minutes for a specialist. Unfortunately, no one checked in on us, and that 5-minute estimate stretched into a 30 minute wait. We were just about to walk out when a specialist named Patty (or Parry) stepped in. From that moment on, the experience completely turned around. She apologized for the delay and guided us to a quieter area of the store to get started. I was immediately impressed by her professionalism she even asked for permission before touching my phone, which is a small courtesy that goes a long way! She asked if I had an iCloud backup. I told her I did and that it backed up earlier today. Instead of just taking my word for it and wiping the device, she asked if we could double-check together. When she opened the settings, we discovered that my Contacts sync was actually turned off! If she hadn't taken that extra step, I would have traded in my phone and lost all my contacts permanently. She turned sync on and ran a fresh backup right there. That extra care saved me from a major headache. From there, she smoothly handled my iPhone purchase, trade-in, activation, case selection, and AppleCare, when my husband asked about MacBook options for his work, she asked about the specific applications and tools he runs to ensure we looked at the right hardware specs, when my husband mentioned the AI development and cybersecurity tools he is currently learning and working. We were both blown away by her technical depth! As a technical professional myself, I appreciated that she wasn't just reading from a script. She had real knowledge around AI frameworks, Security Platforms, and tools like LangGraph. Her technical knowledge, combined with genuine empathy and patience, earned our complete trust! :-) She walked us through hardware recommendations and payment options so clearly and convincingly that my husband told her: "You sold us! I don't need to wait on this I want to buy it now." When we left the store, my husband said that waiting 30 minutes ended up being completely worth it because of how rare it is to work with a salesperson who actually understands your business and technical frameworks! Instead of spending hours researching by ourselves to figure out, we got precise expert advice and bought everything on the spot. Apple needs to hire more people like her. She turned what started as a frustrating wait into a great experience.
• JG

  Jonathan Gee

  Sep 20, 2026
  1.0
  iPhone 18 came out today, we had our reservation time and went there. The associate helping us named Beshe completely ruined our day, she neglected to tell us that we needed our old phones to transfer data to the new phones. So she had deleted everything because we were trading them in, she should have instructed us to transfer everything first before trading in the old phones. As I was walking to the car I realized I needed my phone to unlock my car, and immediately went back in to try to get the data on my old phone, and they couldn't help us, they told us we needed to go to the carrier and initially wanted us to do everything on our own, even when we got to the carrier it wasn't easy to troubleshoot. Fast forward 7 hours and we were able to figure out how to get the data on the phone. . Also my wife is about to deliver a baby through cesarean in 2 days, they were not considerate of our time at ALL even with a pregnant woman. They offered some accessories that we didn't need or want, or a small compensation after negotiating with them, but for wasting people's entire day, it would have honestly cost them nothing to comp a phone. I used to work at Apple in corporate, so I know how this company is supposed to operate, and this was not it.
• EE

  Elyse

  Aug 18, 2026
  1.0
  After discovering that my first laptop was defective when I sent it in for battery repair and received a new motherboard but not the battery I requested, I decided to buy a new AirBook. However, due to the new store policy limiting setup help to 15 minutes, I ended up staying four hours, exhausted from cancer. Almost a year later, I have never been able to set up my new laptop. After dropping and cracking the screen on my old iPad, I bought a new one. All the errors that appeared on the old iPad now appear on the new one, plus more. I lost my iPhone in the hospital and spent a total of four hours on support trying to replace it with a new iPhone 17e. I did not receive a functioning iPhone. Despite several attempts to book a Genius Bar appointment in Los Gatos, I can only get two 15-minute slots.The Los Gatos store has replaced numerous genius bar helpers with three: one for Macs, one for laptops, one for iPhones, and one for Apple watch. I remember the first time Steve left, and as Steve cannot return I suspect Apple may not survive.

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