Came here today to upgrade my phone. I'm military at DLI with a Sprint contract, but I'm attached to my mom's account because it's only like $20 extra month for unlimited data on my line. I tried to explain that there's no way that my mom can fly here to upgrade the phone in store, or for me to go home and do it. I told him I had all the account authorizations, and could get verbal authorization from my mom over the phone. But he refused to let me upgrade, stating that he needed to see her ID and get her signature. I understand this is probably company policy, but considering my situation, I really hoped they would be a lot more understanding. Especially since I know for fact that the Sprint store is willing to upgrade without the primary account holder being present. Too bad there isn't a Sprint Store nearby. Three stars because the first person I spoke with was extremely helpful. Two off because the guy I ended up getting stuck with was extremely unhelpful. Quite pissed off for wasting the entire morning bus'ing there and back. Also, I feel like the guy got less and less helpful as I explained I was in the military? At any rate, I won't be returning. I like Apple products, but my first encounter with their customer service left a bad taste in my mouth. read more

As background, note that I have used Apple computers since the Performa, and have purchased a new one almost every year for some facet of my work or other pursuits. I got an Iphone some 3 weeks ago to add to Apple arsenal, and found that the battery was not taking a charge. After waiting a few hours for an appointment, with the so-called genius, I arrived on time, and was told I had to wait, because someone else, with no appointment walked in a few minutes before me, and got to talk to the genius. Gee, so I had to wait for the genius, though I was told it was like a "doctor's appointment," you have to show up on time, and wait. Nice. So then, I was told that the Iphone was fine, that its normal to have to charge it twice a day, because I had some software applications open. When I appointed out that my companion's phone had the same applications open and lasted 3 days, they offered to give me a mystery phone, a phone that was either used and refurbished, or possibly new. The genius could not discern if it was used or not, or so I was told. I think its fundamentally wrong to buy a supposedly new product with a one year warranty, and be told that you have to accept a used product, because the battery cannot be changed. I have only had this phone for 3 weeks. So now I am stuck with a worthless Iphone, and about 4 hours of time eaten up, having been told by the phone carrier, Verizon, that they will only give me a refurbished phone, and that if I went to Apple, that I would get a new one. Also, I must admit its really a ridiculous marketing plan to refer to these employees as genius, particularly when the person I worked with seemed to have difficulty with oral hygiene. I generally do not make such personal observations, but in this case, I believed that the designation was designed to intimidate customers into believing that they were other worldly about technology, and that whether or not a battery could keep a charge was something beyond my lowly knowledge of computers. Save your money, buy a cheaper smart phone, and get used to the idea you will probably be throwing it away sooner than you expected. read more

I took my phone in because I need a new battery. They told me that it would take three hours and I could come back after 3. I came to pick it up at 4 and was told that it wasn't ready. After sitting and waiting for 30 minutes I was told that they could not replace the battery because the battery tabs were damaged. I asked why they couldn't call me hours ago to tell me that and they said that "they don't do that." Worst customer service I have ever experienced. read more

I stopped in for a simple screen protector at a time when the store was relatively empty and the front of the store was staffed with not one, not two, but THREE on-point greeters- all of whom were just chatting away. They saw me, made eye contacts with me, and decided to ignore me, leaving me standing awkwardly, obviously needing help from and waiting for one of them, indefinitely at the center of the front of the store. When the store is not busy, and there are two more greeters than usual posted at the front, the normal expectation is that you got service faster, not that they should have time to be hanging out, while leaving you hanging. (Note that the "On-Point" greeters' job is to greet, then direct you to the next available Specialist- NOT to engage in lengthy conversations.) I ended up having to walk out without a single On-Point or On-Deck or Specialist (of which there were obviously a few who were free) acknowledging me as a waiting customer. I had to drive another one hour and thirty minutes from Monterey to Apple Los Gatos to take care of something so simple that should have been handled within a matter of minutes at the store that is minutes away from my house. Being a lover of Apple products, I have to say I'm hurt. read more

If you're looking for bad customer service, you have it here at this Apple Store!! Today I went in with my family looking for a MacBook Pro 2018 for my sister. We met with this sales rep named Cane he automatically racial profiled us thinking we only spoke Spanish. Then Cane also asked what relation I had toward my own family I thought that was extremely rude. Then after Cane started to ignore me because I wasn't buying but my sister was. If you want bad customer service go see Cane!! read more

I was in the store today and Rudy was helping me. He was so great! He explained everything, worked quickly, and was not able to fix the problem as it was a major issue with the hardware so he then got me a new phone and restored everything for me while I was there. Its amazing when you get in and out within a reasonable amount of time and that he took the time to really listen to my issues (Since they were pretty bizarre sound, camera, not charging with my apple cord, and freezing a lot ) and knew that the problem was bigger than could be addressed and got me a new phone so I walked out good as new. read more

Everyone was so helpful in this store. Went in without an appointment and was able to get a same day repair for my phone and it didn't take as long as I thought. The folks at the Genius Bar really make sure they give you all the information and service options. They weren't pushy in trying to convince me to repair my phone or purchasing a new one! This is the kind of service I expect from Apple! Thank you! read more

Tonight I made a late run to the Apple Store and literally spent more time looking for a parking space than I did inside the actual store making a purchase! I was immediately greeted at the door by Steven M., who then asked Kendra to help me with my purchase. I knew exactly what I wanted, Kendra grabbed it off the shelf for me, asked me if I had any additional questions about the product and told me if I had any problems with it that I had 14 days to return it. Both Steven and Kendra were very gracious and exactly what you want in someone who is working in the customer service industry. I was in and out of the store in a few minutes and left with a bigger smile on my face than when I entered. Very happy with my experience tonight. Thank you Kendra and Steven M!! read more

Ugh... the wait .. I asked to borrow a charger and was ignored.... After waiting for about 2hrs

This store has serious problems. There are many employees hanging around in blue apple shirts. But they are obviously not trained. Today I had an appointment at 2:35 pm. I arrived at 2:22 pm and was told that I could be checked in at 2:30. I came back at exactly 2:30 pm and checked in with one of the three employees who had that job. I was told to go sit at the genius bar. There are waited for 45 min. Everyone else seemed to be getting help but me, including people who came in after me and one other young man who checked in after me, but who had not been checked in. They still asked him if he needed help, but for some reason not me. I spoke to the manager and he said that he had highlighted my name so that someone would help me. After I had been waiting for almost an hour, someone did come;. I mentioned that it had been a long wait, and she said, "Transparently, you were 25 min late." What?!? So obviously, the person who checked me in didn't do her job. Nonetheless, we Apple customers are paying for all of those untrained employees who are hanging around and not doing their jobs and telling us off with the high prices we pay for Apple products. Time to rethink this. read more

What else can I say, it's an Apple Store. It is awesome! Since the renovation this store has really shined. Sometimes I just go there to use the WiFi, which is blazingly fast, the staff is totally cool about. In this State you don't have many choices for Apple Stores but at least this is a good one. read more

We stopped in to look at Bluetooth speakers and not only did we have amazing customer service by several sales associates but I dropped my phone and shattered my screen as we were shopping. The manager personally came over and helped us with the issue and replaced my screen while we waited. By far the best customer service read more

Call me an old fart -- go ahead, I am one, I date back to the Lisa -- but I expect if I'm going to go to a store that advertises "Geniuses" that they actually know more about their products than the employees at this branch generally do. They've had the basic training in their products, which is fine, but they have been afflicted with the opposite of Macy's-sending-them-to-Gimbels' - which is they are pretty ignorant about the rest of the world, and its competitor products, and thus aren't much help on questions about interop or sidegrade/migration. They have a few older hands who know more about what they're talking about, but almost nobody is willing to discuss cost-effectiveness of alternate solutions. I don't know whether all this is because Apple is simply hitting the usual problem of going retail, which is hiring good enough employees on thin dimes, or whether it's an artifact of arrogance, or some combination, but they end up being far less useful on Apple products than the indy multi-vendor computer store in Seaside. That said, what you get to do in an Apple store is play with the new toys, and it's a relatively hassle-free low-key environment to do this if you avoid rush periods (such as between Halloween and New Year's). So I'll give the venue a, nyeah, I'm glad it's there but it's not helping me along to actually buying anything I might not have bought otherwise. read more

This must be the WORST Apple Store. The Manager was GREAT but the young kid with the green iPad was rude and argumentative. Suggest you go to the Manager at this store. He is good read more

this is a horrible store. the lady was rude when we asked if we could leave and come back to pick up the phone. she told us we had to stay there the entire time while they fixed it (which could take several hours). we left and called to clarify (they said that wasn't true and we could leave while they fixed it) then made an appointment for the following day. then they told us to come back before 7. we go at 5:30 and they were closed. very disappointed that they don't know when their own store closes and that the worker was so rude when we asked if we could pick it up. she even raised her voice and told us we couldn't expect us to fix it in 15 minutes (obviously we did not think the phone could be fixed in 15 and i have no clue how she got that from our question) if you need your phone fixed in a reasonable amount of time DO NOT GO HERE read more

James was amazing! He helped my husband and I set up our new phones at the same time. He was kind extremely patient and clear. read more

Closing at 5:00 on a Sunday is just lazy. The other stores in the mall are open and the San Jose Store is open until 7 pm. I expect more from Apple. read more

I waited in line with a friend for the iPad 2 at this store and during the wait coffee was brought out. The wait was pretty long, but everything was exceptionally organized and the line was moving pretty quickly. As certain machines would run out (Verizon, AT&T, etc) they would come out and make announcements. I actually went with a friend to accompany him in the line and ended up buying one myself. I went again to this store on Friday of this week to find out why my iPhone was not updating. There were a lot of people on a Friday night and there was a little wait, but the folks here were very helpful and the gentleman helping me was able to fix my phone in no time. He was helping about 3 people at the same time yet I did not feel neglected at all because of the manner in which he was circulating. I'm sure the other two people felt the same way. While I was waiting for my phone to back up, I couldn't help notice the excellent selection of gadgetry along the walls and I got an itch to shop, yet fought the temptation. It felt nice to know my phone was fixed at no cost and that I could return at a later time to shop. If I'm in need for Apple goods while I'm back in town, I won't hesitate to visit this store again. read more

I do agree with everyone who complains about the customer service of this Apple store. They're very rude. I went there only one time and they took about 2 hours to help me. After some guy with glasses helped me he was very rude. This store need to change their customer service or else no one would recommend this store at all. read more

Worthless customer service and product knowledge. They were out of the item we wanted (which is understandable), but didn't provide assistance for alternative steps or options. Zero empathy. read more

I went in without a appointment so I knew it would be a while so I went prepared for maybe a 2 hr wait max and yeah it was close to that but let me tell you after getting technical help by Mark and grace it was definitely worth the wait they were so understanding and helpful they clearly knew what they were doing unlike my previous experience at a different location. But not only that after they repaired my phone which had a frozen screen. I was helped out by Kane who was hands down so friendly and welcoming that when he installed a screen protector I purchased he still continued to keep the same high quality customer service. If I could give this experience 10 stars I would!! read more

Awful waiting time and customer service! At least they were able to come up with a solution to my computer issue.

Great customer service from David! 2 year old ipad froze up. I took it to the At&T store in Santa Cruz where I bought it, I waited for 1/2 an hour til they started asking me about warranty, insurance, etc, then told me they couldn't help me and told me to take it to an Apple store. The next day I drove to Monterey to the closest Apple store. Was immediately directed to David who was helping other smiling customers, I waited less than 5 minutes. David handled the ipad for literally less than 90 seconds, told me how to fix the problem if it happened again. Very very happy and not understanding why the guy at the AT&T store couldn't do the very same thing, which was very simple. read more

The worst Apple Store in the country! They are rude and useless. I'm traveling from out of town and my computer stopped working at 4:30pm on Sunday August 20. I got lost finding the Apple Store and I was 8 minutes after 5:00pm, 5:08pm. A tall rude white guy with glasses I'm assuming from the genus bar as he brought a customer a computer 8 minutes after the store closed, BUT would not let me in to make a PURCHASE!!! There were others in there making purchases... Yep, that's right purchase a new computer as I have work to complete before Monday. He told me to go to Best Buy... DEAR Apple executives just so you're aware one of your employees suggested I go to Best Buy... that's a team player for you! Guess he's sending business to Best Buy. Ok so you'd rather I go to Best Buy?!? I explained my situation he told me to go to the library... on a Sunday?!? What a joker! The rudest!!! Don't spend your money here, they don't want it anyway... Maybe I should give up all my Apple products?!? read more

So I'm very surprise seeing all these bad reviews I normally don't look on Yelp for advice where and I'm glad I don't because if I did I wouldn't have come here, I live in the bay area but come here for vacation quite often I decided to come to Apple store to bay my IPAD Pro Tom was very helpful any questions I had he answered them all very nice so I purchase everything I needed for my IPad Pro thank you again Tom I will be back read more

Probably the last time I'll be making genius appointments here. The service I received did not feel sincere in its efforts to fix the MBP problems I came in with. I felt like I received a temporary solution. For the amount of time spent to help me, I thought I'd give the end solution a chance, as it seemed to work properly again, but came home and upon start up my computer crashes again within no more than 5 minutes. Other than that, was not happy with the lack of communication towards the end of my service. I had to ask other apple employees around me if there was another apple technician that could answer my questions because my primary helper had left somewhere after telling me to double check if everything on my MBP was working fine again. I hadn't been informed when he would be back or if he would even come back to make sure the computer was running smoothly again and answer any lasting questions I had. He eventually came back, after quite a while. Could just be a bad day or whatever the reason may be, but still not an excuse for the quality of service I expect from a respectable company such as Apple. read more

On Hold for 40 minutes and the call is finally answered by a non-English-speaking person who disconnected me. Beyond frustrating! And all to resolve their defective battery problems. Truly quite ridiculous. read more

I had a fantastic experience at this location last week. They were able to quickly assist me, they answered all of my questions promptly and thoroughly, and they were polite and upbeat the whole time. I wanted an unlocked iPhone and thought I knew exactly what I wanted when I walked in. After purchasing it I realized what I wanted more storage capacity so I went back in. They quickly made the exchange for me (I hadn't opened it yet) and both transactions took at most 20 minutes. Including the time it took to select a case. The store hours are great, and they have had a sufficient number of employees working every time I've gone in to maximize customer care. It looks as though people have ridiculous expectations when going to this store. Computer troubleshooting is a difficult and time consuming process, if you go in expecting an instant miracle fix you will, inevitably, find yourself disappointed. If you go in 15 minutes before closing wanting to make a transaction that typically takes 45 minutes, if not longer, not only are you being unrealistic you are also being rude. Would you go into a restaurant 5 minutes before closing and order a steak? read more

I went in this last Sunday around 1pm, and it was a walk in. They gave me a 2.5-3 hr waiting estimate, but I only waited 25-30 min to be seen at the genius bar. They were able to take me phone back and repair the screen and they told me in about 3 hrs my phone would be ready. Honestly, I was very satisfied, and it was so worth it despite the wait. Also, it's monterey so finding something to do in that time frame is really easy. I have an iphone 6s and it costed $149+tax= $162.04 to replace my cracked iphone screen. I had previously went to a third party to repair my screen for $85, but it as a big mistake for me because the screen was not apple worthy, and it lagged too noticeable for my liking. I was so frustrated I learned my lesson to just suck it up and pay the higher amount at apple because I was not satisfied with my laggy phone screen replacement. Moral of the story, always go to apple if your apple iphone is damaged. They know what they are doing and they have the right pieces unlike third parties like your mall kiosk or electronic store that "fixes your repaired screen". read more

The apple staff are rude lazy an give you the run around .just to fix an I pad an then it steal don't work read more

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

It was so frustrating coming in to this store. I and my husband came in with our 19 month old son from our walk in the trail so we were wearing sweaters and running shoes and didn't bring a lot of our posessions with us. I was browsing through the watch area and one of the staff came over to take the watch from me saying it's part of the display. Then a moment later, another staff whispered to her (I assume he said to keep an eye on me) since she responded, okay she's just gonna try one with a different band. I felt so belittled that they were acting as if I'm gonna steal any of their gadgets. It was so rude and unacceptable. Just because someone is wearing casual clothes doesn't mean they don't have the money to buy gadgets. read more

Brought my laptop in, waited 45 minutes to be seen after my appointment time. They told me it would be $475 to fix, only for my laptop to start working on its own about a week later. So glad I didn't listen to them! All they want is money, especially since the workers make commission. read more

Walked in an the person who greets everyone completely ignored us, and me and my brother saw that when other people walked in he greeted them. I'm Hispanic so I felt a little discriminated by this. We were looking forward to purchasing a MacBook and the service just turned us away from this store. This happened on May 13, 2017 at 2:15 pm. read more

Gerson ortuno and Russell were extremely helpful and in general fabulous. Had Gerson not gone far out of his way to save a voice file for me, I unequivocally would have not purchased the new phone. It is because of his kind and gentle nature that I felt reassured. Losing that voice file would have been slightly tragic. He was calm and reassuring the entire time. I walked in to the Apple Store at 5:30pm and left at 8:15pm. The entire process was actually quite tedious. It was not however the helpful sales peoples fault. Apparently the Apple server/internet was having problems? My 4S had no music or large files of any kind, Nevertheless, it took almost three hours to transfer 235 contacts and 250 photos. Had I known the process was going to take that long I would not have gone anywhere near the Apple store last night. Conversely there are far better ways kick off Saturday evening. Honestly Gerson made the process as painless as possible. He was not only generously apologetic, on behalf of Apple, but he was humorous and kind throughout the entire rigmarole. He took the opportunity to teach me not only about several different attributes of the knew phone but also showed me a number of other Apple products which I knew nothing about and which I believe I may now purchase for my business. Additionally he spent over an hour restoring the knew 5S, transferring my photos to "Drop Box" (something i had never heard of) and most importantly figuring out a way to save the above mentioned critically valuable voice file. I am exceedingly thankful Gerson was there to help me. I learned a great deal about my product and several others. I have brand new shiny phone and most importantly I lost nothing in the process.....except a few hours of my time....worth it! read more

Went in to buy the iPhone 11 tonight, after looking at the phones I had to approach a thin Asian guy holding his iPad talking to another employee, He asked me if I knew what I wanted to which I replied yes the iPhone 11 White 64 gig He then asked me if I had a reservation, I told him no I just want to buy.... then he said I needed to go on a waiting list because the iPhone 11 is a new product Then I asked him are people waiting for that specific phone, he checked on his iPad and said there could be people in the store waiting but there were plenty available....... I'm starting to get irritated at this point This guy seems like he is actually trying to make it hard to purchase a iphone ....these things cost hundreds of dollars and the way they treat you is baffling!!!! I had to leave without buying, was getting angry....... It's almost like the employees are on some kind of power trip holding their iPads and treating people like it's a privilege to be in the Apple store... if you go in try to avoid the young thin Asian guy read more

Don't even go to this store everyone in the store was rude one of the tech girls with glasses and blonde and gray-ish hair was rude when I told her I had issues with my apple products. This store needs to hired better people. Or they need to change there attitude. I work for customer service and I know how to treat my customers. And this store need to change or they will loss customers! read more

After reading over other reviews, I was at first surprised at the problems people had with customer service. I have always had good experiences at this store. Except for a minor performance issue of an ipod-radio link cord recommended by a sales associate, my other interactions have been great. What really rocked was when I went in and asked about running a MAC through my tv. The sales guy told me it wouldn't be a problem. He left me to browse on my own but returned a few minutes later with coworker who had his computer set up the way we had discussed. The second guy answered the rest of my questions and I decided to do it. That being said, this review is based on how its gone so far. If I have to take anything to the Genius bar, I'll let you know how it goes. read more

Second time going in for some intel on my phone, and restore my phone at the Genius Bar. Was helped about by a couple of the staff, all of them were awesome and super helpful. Mark, tall slim Asian guy helped me out. Guy had a lot of help to offer. Told him I would leave a review and notify his manager he was good help. Keep it up bud. Also save your self some time an make an appointment. read more

slow service, terrible management, and the new macbook pro might possibility be the worst ever built, shame.

Ron gets 5 stars!! First time ever I haven't wanted to shoot myself in this store. Plus he reminded me of my school district discount. GO RON!!! read more