Apple Palo Alto

Reviews

• SL

  Sharon Li

  Jul 1, 2026
  1.0
  Had an appointment at around 3pm for a battery change and when I came, I waited over 45 minutes for someone to come to me after checking in. Turned out that I was never checked in and had to wait more. When my phone was finally diagnosed, they said I had to leave my phone there overnight to change the battery or come back another day instead of the estimated 1 hour pick up time. Actually wasted my time and the time it took me to plan on coming and everything.
• HC

  Henry Chen

  Jul 1, 2026
  1.0
  Came here for an appointment and was neglected for over an hour.
• NJ

  Nimer Jaber

  Jun 29, 2026
  5.0
  Customer service is underrated today, but Apple continues to set the bar for tech companies. Excellent service as always.
• AG

  Adrian G

  Jun 18, 2026
  1.0
  I would give the Palo Alto Apple store 0 stars if I could. I had one of the worst customer service experiences at the store. I checked in and waited nearly two extra hours for help with my iPhone, and I had made an appointment ahead. During that time, I noticed several customers who arrived after me were assisted before I was. When I finally asked about the delay, I was told that my name was not even on their waiting list. As the only Asian customer waiting in that area (others are white), it was difficult not to feel that I was being treated differently. Instead of trying to understand the situation or apologize for the mistake, the employees became defensive when I questioned why my name was missing. I was told, “You cannot use that attitude to talk to us. You can wait, or you can leave.” Not only was my time wasted, but I was also treated with a complete lack of respect. If this was simply a mistake, it was handled extremely poorly. If it was not a mistake, then the experience was even more concerning. Apple is known for customer service, but this store fell far below that standard. I hope management takes customer complaints seriously and reviews how customers are being treated. @tim_cook @AppleSupport
• NO

  Nursultan Omorov

  Jun 2, 2026
  1.0
  I am extremely disappointed with my recent experience at the Apple Store. I spent over three hours trying to get a clear explanation of my AppleCare options and the costs involved. Despite providing all the necessary information and confirming that my phone is covered by AppleCare, no one was able to clearly explain my available solutions. What frustrates me the most is that the issue with my phone was not caused by me, yet I had to spend hours of my time trying to get support. I had to rearrange important commitments, and even my boss spent her valuable time helping me communicate with Apple Support, but we still did not receive clear answers or proper assistance. Considering the number of employees working in the store, I expected a much higher level of customer service. Instead, I felt passed around without anyone taking ownership of the situation. Our office uses many Apple products, and we have always been happy to support the Apple ecosystem. However, this experience has been deeply frustrating and disappointing. At this point, I no longer have the time to continue dealing with this issue. I hope Apple improves the way customer support and AppleCare cases are handled in the future.

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