Worst customer service ever at Apple, I've been to other locations never had a bad experience. I was having a question if the support can help remove the battery from an old iPhone I'm not using, because it was inflated in the years not using it. This service guy in front on store on 10/1 7pm was totally rude, first walk away I was already walk up towards him, then not even listening the question AT ALL. Interrupted at least 5 times, I can't even finish my question, seriously it's like the presidential debating. I'm fine if no one can help on a old iPhone, but this conversation can be more polite and patient. I also thought it's ridiculous he says I need to go to a third party to take out the battery because Apple don't service old products. TIP FOR YOU: go to Glendale Apple, they're so much nicer and people are being extra kindness and definitely leaves you a peace of mind. read more

It's partly my own fault for buying the watch without checking if it's compatible with older phone. But the Asian guy there saw my older iPhone and said nothing. Now, I have to drive back to Apple to return the watch. I think it's safe to say that you don't ever need to visit the store. Also the employees there are not very good or care about what they are doing. Not to mention that their products are all way overpriced. read more

Reviews 1. Cleanness & Parking- public parking is very limited, i think you'll only get 15 mins but their are parking structures you can use, I parked at the De Lacey Parking Facility $1 for 2 hours this is the closest to the apple store 2. Contactless payment- IRONICALLY yes, apple pay accepted, but when you want to repair your apple products NO APPLE PAY is acceptable and the why I have yet to understand already spoke to 3 employees all can not explain why (see my issue with this below) 3. Reservations/Appointment - advise you make an appointment through apple support app but if you do walk in they'll make an appointment as a walk in, they do max out on walk ins 4. Customer Service/Assistance - all employees have been nice, my initial Genius Bar encounter was Carmen, she couldn't answer me my I was not able to pay my apple repair with apple pay or my apple credit card have yet to understand why 5. Amenities - been really happy with all my apple products in my reviews each star is given when they meet all my top necessities i initially bought this macbook 2019 with warranty (2 years) within first 30 days the computer was overheating and it would freeze whatever brought it back to apple they took full responsibility NOW when it RANDOMLY kept crashing it's gotten worse so i brought it to apple they ran their diagnostics my motherboard failed - $678 to fix i'm disappointed how i happened to get a the macbook with this amount of issues it's been over 2 years since purchase no more warranty then to make matters worse so i got this apple credit card "this big of a purchase might as well get credit" no debt all paid off so i rarely use it but if i'm buying apple products i'll use it Carmen says for repairs you can not use apple credit card apple can not use apples OWN credit card or top notch security apple pay so i said no problem i'll pay cash waste of credit but whatever no cash it has to be on a card...wth ? here i go using my debit card WHATEVER i paid $678...came back the day that follows because it didn't sit right with me, spoke to Nat & Myron who were very nice as well and they were confused but they both double checked and neither of them can explain why apple repairs can not be charged on apple pay or an apple credit card extremely disappointed with apple not the employees read more

Wow this store is PACKED. PSA - they require a shopping appointment to shop here now. It's no longer you can just buy it on the spot. This review is for the pick up process. It was extremely quickly and the sales associates were super helpful in answering questions! read more

Totally unorganized store. Ordered online to pickup my items and there is a note to select a mandatory pickup windows 15 mins intervals. I got here no parking to be found since they don't have curbside and when I got to the store, there was a long line wait even with my appointment. It defeats the purpose of having tine intervals and appointments. read more

Apple Pasadena - Long lines even with an appointment - Computers Near Me - Pasadena, California

Came in a little after 5, was told we had an appointment for 5:45, JUST to purchase a phone. That's it, no AppleCare needed or technical assistance needed. Just to buy the phone and go. Waited over an hour WITHOUT acknowledgement from any Apple employee, until we had to ask one of the sales people and was told that they were short staffed on sales people, and technicians did NOT want to come and assist with sales. Meanwhile I could count at least 6 techs standing around doing nothing. Poor communication. If the wait was long from the start I would not have minded. But if you're short staffed, then don't open so many appointment slots let alone have so many slots close to each other. Lazy techs today, struggling sales people. 0/5 star experience. Easy fixes could've made this a 5/5. I'm sure it's not like this normally but I can tell you it was ENOUGH for us to not come back here. L customer service. *side note* There was a tech with short black hair and glasses around 5'5 or so who was super rude when we simply asked him "excuse me" he said "hold on busy". L Tech, no W's today for the Apple store in Pasadena. read more

I could not see photos on my iPhone recently. I went to the store twice but they were unable to solve the issue.

One Star for Apple Support My Apple Watch screen popped open all of a sudden, so today, I called Apple support from my iPhone 7+ . The call was placed on 08/10/2020 at 12:26 PM Pacific time to 909-803-5220 and the auto-attendant transferred my call to the support team. After a 1 hour and 20 minutes call with Janell, the Advisor told me that I have to pay Apple $79 to replace the battery. Then, the Senior Advisor, "Cat" who would not provide any more information than that to ID her, said that because my Apple Watch is a series one, they will charge me for the battery replacement. I paid $430.92 for this watch and don't expect it to fail on its own. I told her that the battery is charging fine and working and that I don't need a battery replacement. What I need is for them to reattach the screen to the frame. I let her know that I have several iPhones that date back to 2007, several iPads, a MacBook Air and none needed to have the battery replaced. Cat insisted that the issue was the battery and that it needs to be replaced (although the battery charges and works fine) As I tried to explain the situation to Cat, she got loud and kept on speaking over me. Later on, she said that she was sending me an email to pay for the battery replacement, but that email never came. Is that what Apple's service is all about? read more

Apple Pasadena - Apple Watch held together with tape - Computers Near Me - Pasadena, California

See all

Excellent Service! Went in to get a repair for my daughter's iPhone - specifically the touch ID which had been broken by a non-Apple repair shop. Unfortunately, the phone couldn't be fixed. However the staff here was great. They listened well, worked quickly, understood that my daughter was upset, and even ordered her a replacement phone! They spent a lot of time with me explaining what was going on with the phone and even helping my daughter get her data back on the phone. Not their fault that the phone couldn't be fixed and the service they tried to provide was wonderful! Will definitely be back here directly the next time we have an issue! read more

Took my AirPods Pro into the Apple Genius Bar since there was a static buzz coming from one of the buds. Apples website states that any pair purchased before the year 2020 qualifies for a free exchange due to a manufacturer error. Took them in and they ran diagnostics. The lady told me they were indeed going bad but told me that my AirPods did not meet the requirements for the free exchange and told me I would have to pay $180+ to replace them and the proceeded to upsell me on a new pair since the difference was not much of a difference. I brought up the manufacturer error program but she straight up lied to me and said my AirPods didn't meet a certain requirement. I'm two things-- a nerd when it comes to technology and non confrontational so decided to just take it up with online service because I knew what she was saying was nonsense. Of course I was upset because I knew she was lying but whatever. I didn't even leave the store, I messaged online support while still in the freaking Pasadena Apple Store lol. The online Apple rep looked up my device info and said my AirPods Pro indeed met the requirements for the free exchange program. A box was mailed to my house 2 days later, I sent in my AirPods and 2 days later I got a replacement in the mail and they work great with no static as intended. What's the point of the in-store location if the employees are just going to straight up lie to you?? 1 star for the Pasadena location and 0 stars for the lady at the Genius Bar that day (September 25, 2022 at 11:30am). 5 stars to the online Apple rep that actually helped me out. I don't think I'll ever go here to the Pasadena location ever again. Happy ending with the promised free replacement but knowing she lied leaves a bad impression in my mind. It stings because I'm usually the one to recommend Apple products to friends and family too lol read more

I always love to buy my stuff from Pasadena store. Great Good collection. Never disappointed. Always great service, I made an appointment Monday 3/25 @4:40pm Genius Bar, was helped by great Carmen for my Laptop MacBook Air right away.She helped to fix it for me and also got help for my iPhone as well as it was giving me problem too.she was great and quick. Thanks Carmen read more

I would not recommend going to this store - they are not very mindful of the details. It has been a long time coming for me try an Apple watch, so I gave it a try, unfortunately, I did not like it. Today I visited the Pasadena store to return my apple watch. The first representative told me I had the wrong box - all I would need to do is get the correct box to return it, so I went home to get the correct box. Second time in I spoke with the manager, who had me delete my watch from Find my. Once everything was deleted and my protective aftermarket screen cover was removed the manager informed me that it was past the date for a return with a full money back - I would be taking 60% hit. I guess you could put this one on me but I went into the store for guidance and was left very unsatisfied with the customer service. I'm not planning to use this store anymore, probably will just go online, which is a shame! read more

Worst. Apple Store. Ever. I came in and made an appointment to buy something. Checked in at the scheduled time only to be told that I'd have to wait an unspecified amount of time longer for someone to "free up." Meanwhile, there were several employees just standing around talking to each other. People who came in after me were being helped before me as well. The girl who I went to about my appointment was incredibly rude and dismissive. I will NEVER go into this store again. Note to Apple and this location's management: when you have customers who come to BUY EXPENSIVE TECH PRODUCTS FROM YOU, treat them with respect! Retail is a service industry! read more

My boyfriend, son, and I love the Apple store whether it's for browsing, purchases, or tech assistance we are always pleased with their service. The stores overall look is very clean and modern. Staff is courteous always greeting and offering assistance. Prices are high but the products are quality in my opinion. That being said tech assistance for phones, computers, and other products has become very impacted over the last few years. Sometimes when I go online there are no available appointments till a month or two out. Fortunately, I do not require assistance that often but when needed it can be a major inconvenience. Always schedule an appointment in advance is my tip and if you can make it to another nearby location check the appointments available there as well. Most recently I discovered they offered Apple Camp for kids over the summer. They are 3 workshop sessions 90 minutes each on a selected interest that is available. My son thoroughly enjoyed the workshop on Coding and Robotics. The instructor was lively, and helpful to the kids. Additionally he took time to explain what the kids were working on to the parents which I appreciated. The kids received a T-shirt to wear daily, as well as a certificate of completion. My son fell in love with the Spehro robot and is looking forward to taking additional work shops. I think Apple is great for doing such a program and now see they have workshops throughout the year for youth and adults. My son and I look forward to taking part in a workshop in the near future. read more

Apple Pasadena - My son is enjoying his last day of Apple Camp: "Coding Fundamentals and Programming Robots" - Computers Near Me - Pasadena, California

Walked in Plenty of help the second you walk in Came to replace a battery for 29.00 for our iPhone 6s. Took them about 5hours and we were able to come back and pick it up. Quick and fast manner. Don't let the crowd discourage you in this store, plenty of help and guidance on where to go and wait. read more

I ordered a wrong cord on Apple online for my iPhone 6 and I had to returned it. The closest store is in Old Pasadena store. On a Saturday in July, I went to store and told one of greeters then I was directed to Tony. He was nice and head to the accessories area to get the correct cord and extra plug. Next I just paid the difference. Service was quick and fast. I would go back again. Free one hour parking at the parking structure behind Apple store. read more

I was helped by Robert a few times when purchasing two of my Series 3 Apple Watches, and a Macbook Pro. Robert was nothing short of spectacular, we had one of those conversations where you just kept wanting to hear more.. and more! Very easy to communicate with. Super smart with the products, and a friendly handsome looking guy. He is destined to do great things at Apple! Robert helped me pick which models I actually "needed" for my usage, features I would like most, and then just making sure I got the best products for the money. He never made me feel unworthy and kept me updated on each step of the process to get my new toys! I could go on, but to save you the time I suggest you go to this location, cross your fingers and hope Robert helps you. If it were up to me, have Robert manage others and give him a deserving raise! 5/5 Service 5/5 Location 5/5 Recommended read more

Our shopping experience, which should have been pleasant, was marred by the behavior of one staff. Upon entering the store, we noticed a male staff who was engaged in conversation with a female colleague. As he at the front and seemed to be the only available staff member at the time, we approached him for assistance in purchasing a phone. He asked us to wait aside, but despite being visibly unoccupied, he never came to assist us, continuing his chat instead. We had already made our selection long ago and were pressed for time, so my brother stood close to him, waiting. The employee clearly noticed my brother nearby but chose to ignore him completely. It was only after seeking help from another staff member, who was very helpful, that we received assistance. This experience, which should have been a joyous occasion for my brother getting a new phone, ended up being an uncomfortable and embarrassing situation for him. I've given a two-star rating, solely because the other two staffs that helped us were friendly and not deserving of a one star due to this one individual's negligence. read more

Went there twice. Both times I got glib responses and the wrong information. Then they were out of new iPhones. read more

Terrible service. Scheduled an appointment online. Arrived 20 minutes early and still had to wait over 20 minutes once arrived. There were at least 2 or 3 reps by the door having nothing to do but no help at all. read more

I cannot believe it I called to make appointment to see the brand new iPhone 12 promax They just tell me they're not any of appointment available in this coming seven days it's very disappointing read more

Came here to pickup something I ordered online. The people here, who helped me out were very attentive and are prettay kind for the most part. I don't usually come here and my experience here wasn't bad. I had an appointment for pickup at 3:40. I took the Metro Rail and arrived earlier than expected. They did not hassle me about the appointment time to pickup my order. Thanks. read more

The store itself is ok. The attendants are ok, except they need better education on how to deal with unhappy customers. The Apple website is/was a serious problem. They are, in fact, acting illegally with the commonly used tactic of "bait & switch" to attract customers. Here's how it goes down. Their website says an Apple iPhone 12 costs $599. It comes unlocked. If you sign up with one of the 5 leading providers, you get a discount. That implies a discount off of $599, right? Then add taxes and you've got your final price. If you don't care about the discount and want to keep it unlocked, you indicate that and get to the final stage where you're entering payment information. Suddenly you discover the price is $629 plus tax. WHAT?? Turns out they lied. The real price is $629 minus a discount, if you sign with their suggested providers. Oh, they save themselves by saying it's in the fine print. But you can hardly find it in the fine print, cause it's right in the middle of this microscopic type you can hardly read. That's a trick that bait and switchers commonly use. I was all ready to report it to the BBB, but I noticed just now that they changed the website. That's good. Saves me the trouble of reporting it, but I still will be cautious with them in the future. read more

This store has horrible customer service. We checked in and were completely ignored. There were plenty of employees standing around doing nothing. We left and went to buy an iPad at Best Buy instead. read more

This place is trash!!!!!trash!!!!! I waited for 2 hours still didn't fix the problems,and I wanna pick up kids ,they wanna me make another appointment!!!!! read more

Very poor service from the Tech/ Genius personnel. Had an appt and was 10 mins late but was told that was not a prob. The problem was however that this store seems very inefficient although its abundantly staffed. I counted about 6-8 employees just standing around chatting, and not about work, while customers stood around waiting for help. Nobody came to me to offer to help or updated me. I had to call out to someone to get any attention. With all these employees they should have an ability offer better support, not just sales. I've been sitting here about 30 mins so far and still no help. read more

Walked in here to buy 2 iPhones. Usually someone greets you at the door and asks to help you. I took a look at the iPhones they had in the front and since no one approached me I walked to the back where there were PLENTY of workers not just chatting it up with each other. I walked up to one dude and he brushed me off and told me someone in the front would help me. Smh. Walked back to the front and waited until someone added me to the list. After a few minutes another employee comes to help me. She was nice and helpful. She tried to drop knowledge on me which I appreciated. She tried hard to sell me on the AppleCare which I planned on purchasing anyways. Purchased my phones and was on my way. In the future It would be nice if they had all hands on deck instead of having workers standing around in the back. Specially for clients who know exactly what they want to purchase already. read more

It has a very bad customers service in the store . I walk in at 4pm and waiting until 5 pm . I have just want to buy new phone . They said that wait until 5 :15 pm and 5:30 . Manager coming out said that if you don't want , you can go . What"s the hell is that . That very suck customer service . They don't care about customer, they think that customers is trash or homeless people . read more

Apple Pasadena - Computers Near Me - Pasadena, California

Worst experience I've ever had. Dropped off my MacBook and they told me they would replace my key caps and clean under the keys. Later they told me I would have to replace my entire keyboard and battery for $400, I declined. They didn't clean under the keys, AND left my caps lock key broken. Called them 3 times, first time I was on hold for 1 hr and they hung up. Next time it took 30 mins to reach a person in store. They were unkind and unhelpful. Left me with my laptop more broken than when I brought it there. So frustrated and disappointed. Will never come back. Would rate them less than 1 star for all of the stress they gave me. read more

Apple Pasadena - They did not fix my laptop and made it worse than when I dropped it off. Didn't bother to give me back my caps lock key back. - Computers Near Me - Pasadena, California

I brought in my iPhone 8+ today because of some battery problems and I walked out with a brand new iPhone 8+. From the moment I walked in I was reassured right away right away. I did not have an appointment but only ended up waiting about 15 minutes from entrance to Genius Bar. Mark was my specialist. He was very special indeed. Excellent customer service, very happy and love what he does. Which really helps when you are coming in here and trying to get good news. I really recommend this apple store, from the cleanliness, customer service and everything is absolutely perfect. Is it weird to say I can't wait to be back!! Thank you Mark! You have been absolutely amazing! May God blesses you and your future. read more

Apple Pasadena - This is the amazing Mark!! Thank you Sir - Computers Near Me - Pasadena, California

Those genius dudes can be @ holes. All I wanted to do was buy Apple care for my Ipad I got for my birthday and then I had a couple of other questions regarding my Iphone. The purchase was smooth since all they needed to do was check the serial number and make sure there weren't any dents. Before I can explain my issues with my phone he just said in a very arrogant tone RESTORE! Oh well its a ball n chain situation. I'll have to try elsewhere for better service. read more

Walked into store to pick up an iPad 20 minutes prior to closing. Waited in line for 15 min until an employee became available, and was told that they couldn't sell because the store was closing in 5 minutes!!!! What a joke! Apple offer good product, but once again, this store customer service is well under expectations. Time to look for other options. read more

Horrible service here need help they turned me down I said I told them I guess I'll take my business else we're And the worker Erik said that's fine we don't need your Business what kind of stuff is that.. horrible read more

Matt of Pasadena Apple was amazing! I followed his product guidance within the hour. Great knowledge, hospitality and visitor experience!

SUPER UPSET at apple .i walked in this store at 12:53 & didn't leave till 4pm & still with no product.. apparently while trying to buy a new phone & checkout the team member helping me some now RESET my active SIM card without me knowing ..i had no service for at least an hour.i then had to walk to AT&T wait 20min to get them to turn It back on .then when i got back somehow NOBODY in the store could figure out why my checkout couldn't work' NOBODY!!! I waited 3hours for nothing& all they kept saying was a "half hearted" we're sorry" today really made me look at apple in a different light !!!!!! read more

This review goes out Joshua! Great customer service. He was patient with all of our questions and did try to check for items in the back. When the item was not in stock, he referred us to online. Extremely informative on what iPad to look for and the differences. The man deserves a raise. :) read more

I wish I could give this place and the whole Apple empire a zero star review. Alas, Yelp has yet to make that an option. As far as customer service and support goes, let me just tell you about my day. I came here around 1015am. The store opens at 10am but it was already busy. So no help was offered at all until I firmly parked myself in front of an employee. I explained my situation and she indicated to me they couldn't help but made me a phone appointment with Apple support. I was told I would receive the call at precisely 1045 from an 800 number. Got home waited. No call until 1051 not 800 number, so it was silenced Twice. Now I'm back at the store 1130 still waiting on assistance. Draw your own conclusions about their services from my story. read more

Bad customer service long wait for nothing the workers were just standing around making everyone do one hour appointments only saw 3 actually getting help then as I waited my sister needed to use the restroom room and they didn't allow her because she spoke in Spanish and yes I'm being dead serious cause they allowed the others to use there restroom read more

Walked in to repair my phone screen. Didn't take too long before I got helped. Everything went smoothly. Reason for the 3 stars. Thought the service was good. - When I came back to pick up my phone, no one was asking if I needed help. And I can see 2 or more people helping out one customer and I had to ask for assistance. - I was instructed to stand around the tables at Genius Bar, stood there for 5mins before anyone called my name. - During my time there, I witnessed an employee got distracted and ask the customer to hold while she turned around and answer her fellow employee's question. The customer nodded but the conversation goes on after the question was answered and 2 other employees joined. Didn't quite remembering what they were saying but the conversation went on for around 5 mins. Overall, there really isn't a problem at the store. If you need to get something done, they'll get it done. It's just not the Apple I remember. Very few employees are smiling, some group together talking instead of helping out. Just doesn't live up to the Apple standards. read more

Unfortunately, this Apple Store is the only one near me, so I have no other choice. I have that Apple "protection" plan that I pay $7.99/mo. to have. This is supposed to cover certain repairs, debugging (or whatever) viruses, etc. Every single time I've come in with some issue, their 'experts' Never fix the problem, ever. They Always just tell me the phone needs to 'update' (which I do at home). They will proceed to 'update' there while I'm in the store. They Never address the individual issues that I'd mentioned, so I continue to have those issues. Yuck. read more