My Apple iphone accidentally fell on my driveway and the cellphone screen, cracked on the edges. When we arrived in the store, a very professional, very pleasant and very knowledgeable store lead/Manager, immediately helped us, and we arrived, about 45 minutes, before closing time, and the very positive, individual who helped us, was named MARK W. And he fully deserves beyond 5 Stars and he should be the Main Apple Store Manager, for successfully completing to repair our cellphone screen and making us VERY HAPPY, and We highly recommend Mark W., For his extremely great service and we will recommend him and this Apple location, to family, friends, and our high-level business friends!!!!! THANK YOU MARK!!!!! YOU'RE THE BEST, #1!!!!!! Sincerely, M.O. Business Owner Monterey Bay Gilroy,CA read more

Visited this location to get logged into my late Aunt's iPad that I inherited. They were very helpful at the store and lead me into thinking it was an easy solution. My store experience was VERY positive, unfortunately when they handed me off to Apple assistance for the next steps Apple was unable to help it took 45 minutes of chatting and 45 minutes on the phone to realize that they were unable to help me what they said was not consistent with what the website said and unfortunately didn't work. Basically I spend 5 hours including traveling, time in the store and dealing with customer service. Then they said sorry you were given incorrect info and it's not gonna work. What it says online is not correct. I'd love it if they just reached out and helped out it seems like the store and the customer service aren't talking. The store would've had a 5 star rating if it wasn't for being handed off with misleading information. I'd like to emphasize I think the store tried hard, but they handed me off to a process that wasn't able to help and should've known that it was unable to help. read more

Big shout out to Francesca at the Apple Store in Monterey! I came in needing help with my iPhone 17 Pro screen protector and didn't even realize I had to register it through the warranty process. She went above and beyond and took care of everything for me right there in the store. Super helpful, professional, and made the whole experience easy. Appreciate you, Francesca! read more

Apple Del Monte - Mobile Phones Near Me - Monterey, California

I wish I could got the employees name that attempted to assist me but instead of being helpful insulted me and then sent me to verizon after making my phone SOS and disconnected. I just had a very frustrating experience with this Apple Store. I have never been to an Apple Store and they've messed up my phone more than what was going on with it. Not only did they not figure out what was going on with my phone (and this was a first) I've been to Stevens Creek & Roseville Apple Stores, but all the times that I've been to Apple this is my first time at this location. They previous stores mentioned have been able to solve my issue and have been super helpful and with great customer service. Not only was the boy that was helped me very rude and not super friendly, He called my phone vintage and I only have an iPhone 13. He basically said because my phone is old it's my fault that my iMessage is turned off when it was Apple's update that made my iMessages turned off in the first place. Not only did he insult me and my phone he also messed it up. He deactivated my whole phone as if I had no service and it had been working all day I just had green texts which was a little frustrating. He said had no idea how to fix it, he reset all my settings, which is highly annoying. Now I have to go back and do EVERYTHING and I've had this phone 2:5 years. Like i even remember them all at this point. So after calling it old and breaking it with all new settings he returned it saying SOS and it didn't even work anymore. So now, I'm on a work trip without Google maps and have no idea how to get to the airport in San Jose hours away with traffic or to the next destination. He then said I need to go to Verizon because he has no idea how to fix it. I will never return to the store. I went to Verizon. The guy was able to fix it in five minutes. I think at this store you should teach your employees on customer service, how to speak with people with tact and to be a little more empathetic and personable. Can I afford the new iPhone 17? Yes. Do I want it ? No. Am I in a rush to get a brand new phone? No. However, don't ever call my phone vintage just because it's a few years old when there's people with androids and flip phones and iPhone 10s still. He was very rude and his comment was unnecessary nor was it accurate because the update messed up my phone and all I need was a new SIM card. Guess what? It had nothing to do with my phone being "vintage" lol. The nerve... read more

Waiting time much longer than promised. Get you in with promises of fast service but they do not deliver. Triple the time they tell you and you might get it right. read more

Bought a replacement AirPods case since my AirPods stopped charging. IG worked for a bit then same issue happened. Never really took the time to go to Apple until recently and we were told that it needs to be programmed and so we made an appointment. Today, I was told that the AirPods case I purchased at Apple is malfunctioning so they cannot program it and it's no longer under warranty because I bought it a year ago (Sept 2024). In other words I need to buy another case before they can help me sync my AirPods to the case. First of all, the case stopped charging shortly after purchase. All this time I thought it was my AirPods because how could it be the case when they were new??! I didn't realize Apple sells defective gadgets and they don't back their products. read more

Pleasantly surprised with the service this last time. Their technicians at the genius bar are a bit of a hit or miss so far. I've heard good things about Sophia (hope I got her name right) and I personally dealt with the technician, Cyndi, who was very helpful and professional. There were a couple of visits here before when I heard many of the male technicians being unhelpful, condescending and repeating phrases like robots instead of helping their customers find the root of their technological issues. They also tried to get them, and me, to buy newer apple products while putting down older products they purchased before. I have always loved Apple products and my whole family and friends been loyal customers for years. I feel customer service was part of the reputation and highlight at Apple but remember to check those egos at the door, you guys are technicians not used car salesmen. ;) read more

Went in without an appointment because I know you can go inside without one. I talked with one of the employees a old guy, I needed help with my moms screen replacement and told me I need to schedule ahead of time but I told him last time that the other employees helped me without an appointment and the old guy helping me told me I got "lucky". Very rude and how dare you call yourself an Apple employee when you don't care about your job and you can just say whatever you want to customers paying for your Apple products or fixing their phones! Please be more respectful and actual care about your job because that's unprofessionalism. read more

Making an appointment was difficult and when I arrived I was shuffled between multiple employees, then made to wait long beyond my appointment time. I don't believe I ever spoke to the "genius" who was supposed to help me, but whoever did "assist" me changed settings on my phone based upon a Google search- since he did not know how to add the feature I was asking for- and now my phone no longer functions as it used and won't auto-reply while driving. Total lack of service. read more

Really enjoyed the 10 person complimentary class, taught by Matt. The "how to " use various I-phone features was enlightening. The "tips" app is very informative and easy to use. Be curious and play with all the features. Fun to find out new things to play with. Enjoy this necessary, expensive tool. Many thanks Matt! Good job! read more

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If I can give a 0 i would. Worst customer service. They only choose and pick which customers they help and talk to. My family and I came in and no one acknowledged us or informed us that we needed to check in. When we finally got the attention of a rep he said he couldn't help us because we needed to check in. Whats funny is the rep responsible checking customers in made eye contact with us and didn't mention anything not even a hello or welcome in. However. when a 2 groups after us came in she greeted them asked them to check in and assisted them. We felt there was some prejudice because we were dressed down. Our intent was not to inquire but to purchase, we knew what we wanted. Honestly never going into this store again. Id rather drive an hr to the nearest store instead. read more

Always helpful and professional, even when busy. Their customer service team are pros. Constantly impressed by the speed and high skill with they handle so many people. Whenever I go, I most certainly see angry and rude customers complaining with their service request is impossible. I had a problem with my Apple Watch and they were able to help me reset it, with ease although I waited a few hours trust me, it was worth the wait. Nice job Apple Del Monte, most people often carry their baggage and act accordingly out in the world. Great job at staying above it all and consistently providing great service. I've been at this location several times and never had a problem - thank you read more

They try! I recently purchased the Apple 16 Pro Max from this store. I've returned to the store a couple of times for an issue with not receiving an audible alert for new emails. A hard reset did not fix it. The first time, I got up to the Genius Bar and a complete restore to factory settings. It did not work. I was told to give it a few days to see if it would work. It didn't. I came back again and a simple restore was done to see if that would work. It didn't. To make matters worse, internet and WiFi went down at the store while there on the second visit so I was on my own. Still have the same problem. I won't be back unless it is to exchange the phone. The employees are nice and tried, but nothing was accomplished. read more

It was not busy when we were in the Apple Store so our service was excellent . We had James, Rob and Amy helping us. But Suzanne was the very, very best. She was with us for most of the time. A very knowledgeable and Beautiful woman. She straighten out the mess that I did plus what was told to me earlier. I am not sure about the gentleman's name but he took my husband's phone and actually gave us money. Thank you. All in all my husband and I could not get better service. Portia and Bob Bourke read more

Employee STOLE MY CHARGER!!!!! Came in with two chargers because my phone is having problems charging came in to see whether or not it's my phone or the chargers. I'm greeted by a man that helps and takes my phone in. There is a woman employee that comes up to me demanding I give them back their charger! I WALKED IN WITH 2 CHARGERS!!!! she continued to argue and took MY charger without looking into cameras. I am appalled and disgusted, if they would've just agreed to look at the cameras, they would've found out that those were MINE! Basically got robbed! read more

Got there 10:50 and there was already a line. They opened at 11:00 and quickly they dispersed you to an associate. I was lucky enough to get someone who helped me unpair my watch, re-pair my watch and everything worked perfectly. This place is busy, be patient but also they know what they're doing. read more

It was a bit of a wait they were busy, but once we got to the technician she quickly addressed our problem and fixed it. Then showed use how to fix it ourselves, great service. read more

Worst visit that I had ever had, I had to wait at least 20 , or more, minutes past my appointment time. To be acknowledged. I then had to wait another 15 minutes for my particular technician to be available. . She told me to to come back in an hour. I did, but I was a few minutes early. The man at the door, the oldest man there told me t was too early to go back outside and wait. This is the same man who didn't greet me at the door, he was greeting everyone else but me. I'm 70 years old and I was alone. He , and his staff were very much more attentive to people who were buying, unlike me, who needed my phone fixed. I'm now almost 74 and still very unhappy with Apple, Del Monte Center. This time the store wasn't crowded and I got right in , but the whole experience lasted more than 3 hours when I just needed my phone fixed , or replaced. Mine wasn't in stock, so I was given a loner to use until I got mine either fixed or replaced. The loner was a nightmare and I was locked out of my email and messenger and had to change my email address. What communication there was, was not enough detail and I felt like I was left adrift. I also don't like not being able to reach the store by phone. read more

My sister lost her phone while in Big Sur and we headed to the closest Apple Store. While very busy the manager came over and met with us until another employee could take over. He was so kind and understanding about her situation. She didn't know her password off the top of her head and they helped her problem solve. As soon as we walked out of the doors, a state park employee called me and said they had her phone. So she walked right back into the store and returned the device with no issues. What a blessing! read more

Yesterday my mom shared with about her recent trip to the Apple Store here. Had some questions about using her new iPad. I had no clue she had a new one. Had made her appt and waited in line for the Genius Bar. She gets to the tech, a young nasty woman as mom describes her! Mom asked a simple question about turning it on and off. Hell, she's 89, cut her some slack. Anyway the girl closed the pad, pushed it back to her and said you need to take a class. You're waisting my time and the people behind you. Mom took her pad and found a mgr and told him. She got a sorry mam, have a nice day. Mom sat in her car and cried! I was ready to drive there that moment. I'm stunned with Apple, and pissed. What the tech did is entirely unacceptable.My mom has had computers, phones, pads, etc., for years with them. Figure it out Apple, your bruises are showing! read more

Went in to buy a new iphone and trade in my old one. I ended up just walking out. I was treated very rudely by two employees. The store was nearly empty. read more

there was a day when an Apple Store was so expert and friendly. no more. going to Costco instead. the sales staff had no interest in my business and it was insulting read more

This store sucks. I went in to get a battery replacement for my old reliable Mac air and they are a huge waste of time. First you have to make an appointment, then go away from the store. So while Apple thinks about customer service, or makes an appointment, or does whatever automated stuff they are doing, their customer, me, walked out of the store with my money and found a better battery that lasts longer on Amazon and they will send it tomorrow. Why would any business send a paying customer away? Stupid. read more

Completely ignored by all staff members. One woman even looked directly past me to talk to her coworker.

Terrible service from some girl right now. I came in a year ago and the service was amazing I had apple care to fix my phone. The girl who greeted me just started backing my phone up and told me my apple care has expired she told me contact my carrier. I said what if I get a new phone? She said sorry l can't help you since there is a crack on the back of my phone. I expected better service and I felt like from the start she didn't want to help me. read more

I was shamed at the set up table. Robert thought that I had been there long enough, and told me so to my face. This was after dropping over $500 at the store. That was his introduction to me. Robert, didn't you learn yet that you don't get a second chance to make a first impression? Suzanne, however, was very pleasant and patient with me, and had just told me that she needed to leave, but I could stay as long as I'd like. I really wasn't there that long :/ read more

Everything horrible customer service ! 5 employees just standing not helping me check out a adapter I could of bought in less than 2 minutes. read more

Steve Jobs is rolling over in his grave . I have one word to describe my experience "Incompetence " . Spent over 8 hours in their store on 3 visits because of their lack of common sense . An intermittent issue turned out to cost me 8 hours in their store to finally get a camera replaced . Instead of just taking care I of the issue from the first visit . One of the worst retail experiences ever . Really disappointed in Apple a multibillion dollar company can't even take care of its hard working customers . This location needs a serious flush of staff and management. My 4 year old could run it better . No hard feelings but get it together . read more

Worst visit that I had ever had, I had to wait at least 20 , or more, minutes past my appointment time. To be acknowledged. I then had to wait another 15 minutes for my particular technician to be available. . She told me to to come back in an hour. I did, but I was a few minutes early. The man at the door, the oldest man there told me t was too early to go back outside and wait. This is the same man who didn't greet me at the door, he was greeting everyone else but me. I'm 70 years old and I was alone. He , and his staff were very much more attentive to people who were buying, unlike me, who needed my phone fixed. read more

I now see why it's a 2 star operation. It is with a sense of grand amusement and profound irony in the time of highly infectious COVID19 that I gaze with wonder at the intelligence of the worlds most profitable 2 trillion dollar company not being able to muster the most basic of intelligence on a domain normally reserved for Apple and its Genius, who clearly must have died with its late founder and only left zombies to mind the store. Why are you Apple bringing people all the way out here for a repair when your advisors making the booking can just say the replacement of a simple battery will not be taking the normal hour or two, but days ? Yeah it's COVID19 I know. Which is why I repeatedly pressed Apple consultants PRIOR to making the booking if this repair is going to take longer than the usual couple of hours. Any company in possession of even the mildest form of basic intelligence should be able to advise accordingly. So why can't you, as the most printable company on the planet ? The only response they could muster is cut and paste dialog of a robot from Apple personnel, even after I would get upset at them with phoning in a cut and paste generic response. "We will have to assess the situation at time of the appointment and advise you accordingly." Pure Zombie Robot cut and paste advice. Not so much Genius as it is Zombie. Perhaps Apple should update its terminology to Zombie Bar, Zombie advisors, zombie knowledge, our zombie consultants. Save yourself the wasted time and effort of coming here. I now see why this location remained closed for so long even after most other Apple stores were back open. You finally arrive and are ushered from one line to another and another. The safety line, the waiting line, the confirmation line. Should you arrive ten minutes before your set appointment you will be told to come back in five minutes, five minutes before your appointment, and go wait in a back line, followed by another front line, all reminiscent of the DMV experience with all its charms and efficiencies. What am I doing here ? Why am I being shooed away by people to go stand in one line and then another, then told to go away and come back in five minutes, then told oh sorry we can't change your battery today, it will be done in a few days. Couldn't your genius advisors just tell me this, advise me without dragging me here in middle of a global pandemic you can't replace the battery the same day ? Is that such a brain buster ? Clearly your So called Apple Genius advisors have transformed to not so smart mindless zombies occupying space without any worth. You not only wasted my time here, but endangered your customers health and welfare by dragging them out to your store when you can far more safely advise them so they don't even need to come here and be subject to this bizarre ritualized Torture. And leave, without a resolution. Yeah. I see why you have the two stars. But for the life of me I have no idea how the most profitable company on the planet lacks basic remedial intelligence of operation, especially during a very dangerous pandemic. Why are you dragging customers out here with generic cut and paste terminology ? You aware there is a pandemic ? It doesn't seem that way. Your distinguished incompetence and senseless dragging of customers to your location with so many hoops to jump through - in middle of a dangerous pandemic - is worthy of review by those at Apple who are supposed to review procedures, especially at these times. Get your act together Apple. You clearly have the money. The brain wattage however seems To be a transition from Genius to certifiable Zombie. Total waste of my time. Better you keep this store closed. You Apple, 8 months after the Pandemic, do not lack money. You lack basic remedial fundamental logistics intelligence. Monterey to Cupertino - not very far from HQ To receive remedial basic intelligence training to Make you more competent and less of an embarrassment. read more

We had went in just to purchase an Apple Watch. We did not need it be unboxed or any apple care we just needed to purchase it . We knew the exact Apple Watch we wanted and everything . We were hoping to just pop in and buy it straight off the shelf. Unfortunately that's not what happened . They said we would have to wait 45 mins plus just purchase it . Even though we knew exactly what we wanted . I don't understand why you can't go in and just make a purchase if you know the product you want . read more

No one at the door when I walked in. Ignored by several employees ?lazy? Finally when someone did appear to give me service he told me i had to wait over an hour to request a duplicate receipt for an iphone I bought from them. Really? simple it would seem. I waited only to have another employee tell me they didn't keep records for over a few years. I could not get a copy. i waited for nothing. He should have know something so simple. And it is an absurdity that I could not request that from them. Inept, unprofessional, uniformed. WILL NOT RETURN Get your S*** together!!!!!!!! read more

There's 9 people with 4 people checking you in. I just had to exchange AirPods. It took a half hour . They're not that busy. I sent my AirPods in for repair and two of the three reported problems were repaired. All I want is to exchange. But they're pretty busy socializing. They're more interested in sales than customer service. read more

Apple Del Monte - Not a bust store - Mobile Phones Near Me - Monterey, California

Disclaimer: Visited during Covid so my experience may be different. I like this Apple store. I visited this store twice in one week even though it was not one of the top 4 closest to me (5th on the list.) Main reason I gave this store a go the first time was because they had an appointment available at the Genius Bar where the other ones were booked beyond availability. Soooo I grab my iMac and head over there, hour and a half later I get to the front of the store and I'm greeted by an employee who introduces himself and makes sure I'm there for an appointment and then offers to take my computer in for me so I don't have to wait with it in my arms. Awesome! Then I'm guided to get my temp checked and a minute later another employee was getting the details of what's going on with my computer. The employee helping me popped up just a minute later (all still ahead of my appointment time) and before we even got to the table where we sat to talk she already told me exactly what's wrong. I won't bore you with the details, but I have to say, huge shoutout to Cindy! She was professional, knowledgeable and patient. That girl explained to me in terms I could understand what was happening and resolved my issue. I had to return later that week for a follow up appointment and sadly I don't remember the name of the guy that helped me, but he got the job done and when I had questions he got the information I needed. Overall, awesome job guys, I will definitely drive out here next time I need help! read more

Attentive, capable tech support. I've been a satisfied customer for nearly three years

Came in here twice to get a software issue fixed on my iPhone. Walked in to check, showed my ID and was told to sit at the Genius Bar. Never received any help, everyone else was tended to except myself. I was told that my phone was ready to be picked up via phone call earlier in the day. After 40 minutes I asked an associate if I could just pick up my phone, she found my repair told me to take a seat went in the back and then walked out and pretended as if she didn't see me. Terrible service, no reflection on Apple just a bunch of lazy employees who are deciding to hold my phone hostage essentially. Bums. read more

Went in to buy a watch, Ron helped me after a short 5min wait. Ron was super helpful and I was on my way quickly. I highly recommend visiting this store for all your Apple buying and support needs. read more

Sat in there for three hours and management didn't care. They wouldn't grant store credit for iPhone with small crack, barely have any credit value for a pretty new Apple Watch that failed to succeed expectations. This mega corporation should've granted "some" credit for the iPhone, but they need those extra pennies, of course. Not intuitive. Tried to get a watch, but should've relied on knowledge of past experiences - buy another product, as Apple is not what it used to be. No one in store knew how to help expedite the sale. Steve Jobs would be rolling in his grave. Devices don't even come with chargers now?!! Used to love this company and there service, but they needs a check-up from the neck up. read more

It appears the quality of service you receive is depended on the luck of the draw, you may receive 5 star service or 1 star. Today we initially were treated as though we were an irritant, with persistent we were assigned another tech, after having to wait, who really tried to address our problem. Recommend if you are not treated properly, you immediately ask to speak with some else. read more

I wanted to buy an iPhone. I came in twice and each time I was quoted over a half an hour just to talk to a sales person. I can't understand why the richest company in the world can't provide better Service. As a pro tip, I would suggest if you know exactly what you want placing an order ahead of time for pick up and you won't have to wait nearly as long. It does not seem as though they have enough sales people to accommodate everybody. read more