Apple Los Gatos

Reviews

• HG

  Heidi Geary

  2 days ago
  5.0
  This is the best, most professional, most knowledgeable, and friendly staff I have ever encountered. If I could give them 100 stars I would. At no time, while I was being helped with a set up issue, were the people who were helping me impatient, or making me feel less then intelligent and I had their full attention during the process. Thank you all!
• EE

  Elyse

  3 days ago
  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.
• YK

  younan kerim

  Aug 10, 2026
  1.0
  Extremely disappointing experience at the Apple Store in Los Gatos. This is not the first time I’ve checked in, given my name and phone number, and been told someone would help me soon, only to receive no confirmation text and sit there waiting with no assistance. Today I waited about 35 minutes while no one bothered to help me or explain the delay. I finally stepped outside briefly because I was concerned about parking, and suddenly I was told my appointment was canceled because I had left. Apparently no one noticed me sitting there waiting for 35 minutes, but the moment I stepped away for less than a minute, they noticed immediately. When I tried to speak with a manager about what happened, the response was dismissive rather than helpful. This is completely unacceptable customer service, especially from a company like Apple. Customers should not have to repeatedly check in, wait indefinitely with no communication, and then be blamed when the store fails to manage their appointment properly. A very frustrating and poorly managed experience
• BB

  Bill

  Aug 10, 2026
  1.0
  Took a iPad Pro M4 in since it wouldn’t charge or start Tech wanted me to buy a new iPad Pro and send this one to Apple. Instead of replacing something, the Genius Bar wants money off me 3 times from my original iPad device ? My Samsung Galaxy from 15 years still works !
• AH

  Aimee H

  Aug 2, 2026
  5.0
  We had an unusual circumstance where we bought a product that didn’t have all the capabilities we had originally thought. The team and the manager, Nick, invested a lot of time and technical expertise to resolve our issue. Additionally, another team member, Brad, helped us to diagnose a problem with our AirPods. Excellent customer service. Unparalleled!

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