I went to this store today and asked them to replace the iPhone battery. They did a very good job and it cost the same as a similar store close to my house. I wanted to share my experience in replacing an iPhone battery: Never replace iPhone batteries from any other store that won't or can't provide the factory battery. I found a lot complain cases of the OEM battery (not the factory model of iPhone batteries). I very much appreciate Andy Cheng, who helped me at the Pasadena apple store. He is very patient and professional and gave me very nice service and advice. I hope I can have Andy's service next time. read more

If i can do no star, I will do that. Unbelievable it takes more than an hr wait just to get an iPad.......

Didn't like my shopping experience in this store. Too many people looking to buy and not enough employees to help really do the job. If you find something you like you still have to wait to pay for it. Over an hour and half to get what I wanted. You wait to see if they have what you want and if they do then they tell you they will make you a reservation and then you need to wait again too much for me! read more

Seriously? Not even taking a look around the store. This appointment thing is pure bs. I drove all the way here to just see the new phone. So stupid read more

This is the WE CAN NOT store ! Unless you bow to their demands and scam 100% nothing will happen to the customers satisfaction. After much difficulty I made an appointment im the store to have my battery replaced (Apple defrauded their customers in 2017: slowed phones down to cover up for bad batteries). Anyhow had to wait a week. Finally go there to have the battery replaced when I am told they were on back order and I needed another appointment. Ok, whatever. I requested then to get my old battery back when the new will be put in. WE CAN NOT. What? It's mine I paid for it when I purchased the phone. They cannot return my personal property ? That's theft - consumer protection actually encourages you to ask for the old parts. Who knows if they even replace them - I expect the worst. I'd say unless you are willing to 100% give up consumer rights and customer service, don't buy there. read more

Poor services. My charging cable gor wear and tear. But apple didn't want to replace it through apple care. Stated it is not normal wear and tear, due to exposed wire. No where defined as normal wear and tear. Exposed wire are normal wear and tear because the plastic cover tears over time exposing the wire. read more

First time in they couldn't help us unlocking the iPad because i was not the person that actually purchased it. Second time in brought the person that actually purchased it and now they're saying we also have to have the original receipt. Now we have to make a third trip in here. Not happy! Bad customer service read more

These guys suck! I was getting my phone checked out the diagnostic was free but overpriced repair. I went down the street from my house and got it fixed way cheaper! read more

Walked in to upgrade my iPhone from a 6 Plus to the 8 Plus. Kyle made the process super easy and fun at the same time. He answered all my questions between the 8plus and the X. Marisela helped with the update portion and made sure all my apps transferred over "safely". She was super attentive and helpful. I love this Pasadena location and it's staff. read more

Don't forget to book your appointment ahead of time if you are going in for help w/ one of your Apple products! :D I needed to swap out my iPhone 5 charger with a new one because the one I originally had (for less than a year) was ripping on one of the sides - I guess they've been getting a lot of people coming in with the same issue. Silly me, I decided to walk in hoping it would be a quick fix, but I should have known better! (ALWAYS schedule for an APPT). Luckily, there were several openings the next day. I was 10 mins early to my appointment, checked in w/ the person in the front, then w/ the person in the back... waited about 30 mins AFTER my appointment time. I was starting to get hungry... I had my dinner w/ me (from Noodle House a few stores down)... I wanted to eat right then and there - especially since I was already sitting at a table, but I knew it wouldn't have been the best idea; around electronics and all. The entire process of meeting w/ my Apple person and getting my new cord was about 5-8mins... I just didn't enjoy waiting so long w/ no update on "a member of our team will be with you shortly" type of response while I sit or browse the store - without one, I almost got up and walked out. read more

Like a kid at a candy shop, I love walking by the Apple store to test their new devices. However, I have mixed reviews about this place. I am an apple fan. Almost every one of my devices are from Apple. I enjoy their products, but not the service at this location, it's really a hit or miss. I've been helped by a few employees who were really friendly and knowledgeable, but many more times have I worked with someone rude (killing the buzz you get when you've just bought a new play toy). I recently purchased the MacBook Pro with retina. When I was making the purchase, I asked the sales person to show me what the product can do. He said everything I need to know would be in the box or online, which really wasn't what I was expecting. I bought the MacBook anyway because I was on a mission to purchase one. A few days later, I noticed something was wrong with the MacBook. I made an appointment with the genius bar. When I arrived, I was told to check in with a short Asian guy holding a schedule. Poor guy, you could tell he was going to have a meltdown (he probably couldn't handle the amount of people checking in). With how much Apple charges, they should work with their staff and provide the service we deserve. Would I come here again? I always do, but who's kidding...do I really have a choice? It's the only Apple store in the area. read more

Why do you guys treat your customers like garbage? Just got yelled at for touching a displayed iWatch. Its a display!! Arent people suppose to be able to test your products? Every time i ask an employee about small issues with my apple product they dance around the issue with their apple jargon which ultimately concludes with "that's your problem. But here's something better you can upgrade to" There is something seriously wrong with employee mentality at this place. Or maybe its just Apple in general. Definitely not the Apple we used to know anymore. read more

This place is trash, and I can't believe this is the standard for apple's customer service. Long story short, I dropped my laptop to fix it because it's permanently shut down on itself. So I scheduled an appointment to fix this issue, and they told me took 24 hours to figure it out. Someone will call me to pick it up the next day when it is ready. While waiting the whole day, no one called, so I called the store, and no one picked up. Then I had to drive here physically to find out if is it ready. When I arrived, I discovered my laptop was ready to pick up a long time ago, but no one had sent me messages or calls about this. And the problem is still there, and you basically dropped off for nothing. And they told me to erase the computer and reinstall it. How creative is this suggestion? So I asked the guy can you please show me how to do that. He told me to call Apple customer service to find out. I told him I was already here and can you show me in person how to do that. He got impatient and kept on telling me just Google it and talk to someone on the phone. Then hello? Why do they hire you here, then? Then he walked away, calling that he was done with this. Save your time. Do not bother to buy anything there or even think someone there will help you. Everyone looks sloppy and lazy there. Terrible management. It's so disgusting this experience itself. read more

My fiancé bought me the Apple Watch Series 3 with cellular back in December, and I started having issues with the battery. I had an Apple Watch repair store check it out, and they said the battery was normal. I kept using it for a few months and then called a few times to present continual battery life issues I was having with my watch. The first time I called they told me to restart and restore my watch. The battery life was good for awhile, but inconsistent. After about a week, I called again. Eventually we were directed to a general manager who kept telling us that the battery life is normal with the watch and that certain activities can reduce battery life. A week later the battery was at 40% before I went to bed and completely dead when I woke up. I called, and they told me that they would send a box within two business days and take care of the repair or replace it. However, during this time I will be without a watch and am unsure of how long the repair will take. The service does not feel reliable or of high quality especially since the watch is still under warranty. read more

WTF IS WRONG WITH MANAGEMENT HERE?!!! I purchased an iPhone 6 from Craigslist without fully checking the phone (Yes, my stupidity) and it turns out that when you want to make phone calls, you can hear the caller when making a phone call, but the microphone is not picking up the voice. I've personally tried looking into different ways of fixing it but no cigar. So I told my wife - go to the Apple Store, they are usually helpful!! (At least the one in Glendale usually is) So she goes into the Pasadena one and they tell her it's a 2hr wait. She doesn't have that time due to work and having to pick up kids, etc. So she does what any sensible person would do- let's make an appt!! She makes the appointment for Monday at 12:30pm, giving her hours before she has to pick up the kids. She walks in and they go- Ummm... you have no appointment. She tells them that she does have an appointment... they go back and forth, back and forth until she asks to see a manager. The manager starts out really helpful and says despite the confusion we are going to take care of you, etc. he makes she thatbshe is upgraded to the most current IOS, then he walks her over to the original guy who was arguing with her about her appointment, leaves her there with him and bails!!! Then the employee tells her "you have to wait approximately an hour, maybe hour and a half". She tells them she made an appointment at 12:30 cause she has to pick up kids a few hours later and can't wait. She asks for the manager again and they basically tell her that he is busy... I believe the managers name is Tony. I hope you read this and learn to manage! Either tell your customers that your hands are tied and work something out with them or actually help them and get them taken care of. Don't mislead them and leave them to your employees who won't help customers out. I'm VERY disappointed in this situation. The worst part is that I always hear people talk trash about Apple, how they are so big that you as a customer are practically meaningless. Considering that I own three iPads, a MacBook Pro, an iMac, more iPhones than I can count, two iPods, I can tell you that this experience with Tony just validated that they can care less about their customers. read more

Came into the store today at 12:11pm, checked in they said it would be three hours wait. No problem I had plenty of time 3:11pm ish, went to visit a friend in the hospital, all good. They text me 1:28pm they are ready for me. I text back immediately, said I would be there at 2pm. This was their response. You haven't checked in, so we had to move on to other customers. If you need help, talk to a Specialist or visit apple.co/CAS That's what I called good customer service. My first experience going into Apple Store, I'll will just go to T-Mobile as I have been, GREAT customer service. read more

Genius Bar wanted my receipt from 9 years ago. Disk drive showed no serial number, probably drive or PVRAM failure. Stupid wankers wasted my time for an hour. No help. They're better at helping your grandmother retrieve emails. A bunch of well intentioned clones. That's my summary. read more

Bad experience at this apple store today. I made an appointment few days ago to change my iphone's battery. And I checked in early then someone told me to wait untill the time your apoinrtme is. Later they took my iphone to check something for a while and then told me that they dont have any battery available. ?! Why do you let customers make an appointment? What is the meaning to make an appointment？ read more

Yesterday was the first time my hubby and I have been to this location. As soon as we walked in we were greeted and asked how they could help us. They took our names and waited maybe 10 minutes if that and were called up to the Genius Bar. Our Apple expert was Named Will and honestly we couldn't be more happier with our experience! He was super nice and helped us out with every question we had :) He's a great asset to the company, keep up the good work Will!! read more

An update to confirm how bad this was: shortly after this experience, I ended up taking my computer to Unitek in Pasadena (who are also licensed Apple Care technicians). They promptly diagnosed my machine as having faulty hardware, made the repair quickly, and my computer has had zero issues ever since. I highly recommend trying another Apple Care provider instead of this Apple Store. It's incredibly disappointing that they refused to fulfill their obligation to make an Apple Care repair, and were incredibly disrespectful of my time in the process. read more

Customer service is amazing here! Arrived 2 mins late for my reservation for battery replacement, but the employee that checked me in still thanked me for being on time (I guess they get a lot of people who are always late for their reservations!). Once checked in, I waited for about 15 mins, and was greeted by Awesome George (with the cool beard). He told me this will probably take around 2 hours since they're quite busy, but I was in a rush to go somewhere so I was hesitant if I should get this battery replacement today. He then asked if I had already backed up my phone, and I actually haven't EVER backed my phone before....so it seemed like I was definitely not prepared for this battery replacement that day. He told me that it wasn't absolutely necessary to have my phone backed up, but if I was uncomfortable with even the most remote possibility of my phone getting restored, then I should back up my phone first. So I decided to not get my battery replaced today, but he was super nice and said he could help me book my next reservation, OR I could do a drop off within the next 5 days, OR I could do a standby any day that they were open. How nice of him to offer all these options! Lastly, I had an old MacBook that stopped turning on, and I wasn't sure if it was because my charger cable was broken or if it was the MacBook itself. None of my friends had the same charger as me, so I was never able to test it out with someone else's charger. I brought the MacBook wiin hopes that they would be willing to help me out. George said usually our appts are only supposed to be about 5 mins, but he still grabbed a charger they had and helped me test it, and the laptop turned on! Even though didn't get my batter replaced that day, i am still satisfied with their customer service and George's efforts!! Would come back next time! read more

My best friend and I just had the WORST experience here. Let me just start off by saying, this place is so disorganized. I see at least 20 workers floating around yet the few reservations they have (which are made weeks in advance) can't be properly tended to in time. My bestie and I got to the appointment 15 mins early. We walked to the guy checking reservations in, and gave him her name. He said he couldn't find it. After trying with her last name, phone number and email address, she decided to walk up to the guy that had helped her make the appointment in the first place. The guy remembered her but just made it seem like the appointment should be in the system and if it's not, then it's her fault for "not giving her email"?!! My poor friend looked for 5 minutes frantically through her email, and told the guy she can't find it but she was positive it was for today. Mind you, she specifically took the day off and drove all the way to pasadena for that appointment. The guy checking people in, just said sorry that she would have to wait 1 and a half hours if she wanted to be helped. We asked to see a manager. The manager Tony came by talked to us, found the appointment, (it was for Wednesday but the guy told my friend it was Monday), and he said he would help us. We told him the problem was that her mic wasn't working. He was like "well I'm going to upgrade it and go from there". So we waited 30 minutes while the phone was upgrading. Then we went back up to the check in host and he said that Tony went upstairs and was busy but told them to take care of us. He said to wait an hour and a half to be seen by someone. Which is so stupid because that brought us back to square 1! Manager was no help basically forced an upgrade for no reason and did nothing else. If the host added our name from when we first walked in maybe it would have been less time after the stupid upgrade! We just left because clearly this Apple has no idea what they're doing and they're allergic to helping the true matter. They need to get better organized with their reservations, they need to start using their staff way more efficiently, and stop pretending upgrades fix everything. read more

More like the crApple Store! Terrible customer service and what's the point of making an appointment if they don't keep it? Watched helplessly as associates stood around talking to each other in personal conversations. I pointed that out and was told that the ones talking were sales associates and not "Geniuses" so they don't have to help. I thought that was strange and it really looked bad considering how long we had to wait. To be fair, they are renovating the store and this is a satellite location, (thus the two stars instead of one), but I won't be going back. Finally left and went to the Glendale location and it has MUCH better customer service. If you have a car or someway to get to Glendale, you'll do yourself a favor by making the extra effort. read more

This Apple store is just OK. The staff are OK too. Just like any other Apple stores, its always busy and crowded with people and a lot of times, you will see Chinese tourists with hipsacs trying to buy several iPads with $100 dollar bills in their hands. I've seen it so many times. I guess it is because of the location. Pasadena is not too far from SGV with cities like Alhambra, Rosemead, San Gabriel, San Marino where a large Chinese community has established. When the new iPad mini first came out, I waited in lines and I was able to purchase one. So that was very exciting for me because I am a big Apple fan! But getting employee's attention is always hard like any other Apple stores. Parking can be nasty because its hard to find metered street parking but theres public parking right next street by Kenneth Cole for 1 hr and 30 mins free before 10 PM. read more

It was time to upgrade my iphone 3Gs to the iphone 5. Once again I was amazed at how helpful the staff is. It was super busy on Saturday morning. I walked over to where the iphones were on display and waited for a couple of minutes before I was approached by a sales person. I told her that I came in to buy a iphone 5. She asked me what model I wanted, typed in the info on her device, and told me that it would be brought up in about 10 minutes. I brought my old iphone and my macbook so I could make sure I transfer all the info on my old iphone onto the new one. Male or female they are willing and wanting to help someone with buying a product. After waiting my iphone was brought to me by one of their sales people. She took well over 45 minutes helping me transfer all my info over to the new phone. (I did not catch her name) Even after running into a little problem she did some trouble shooting and was able to transfer all my apps. Unlike other stores I've been to the salespeople here seem to really like working here and are eager, willing to help someone & help explain how they did something without making the person feel like a complete idiot. Thanks again Apple Store in Pasadena. I will be coming back many times and will be referring my friends and people I talk to shop at your store. read more

Wonderful staff very friendly and helpful. The store is more better than one in Glendale in my opinion. read more

Apple Pasadena - Lining up for the doors to open tomorrow ... Wow they want it BAD! - Computers Near Me - Pasadena, California

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Called in just to ask about restoring a back up onto a new phone. Not only did it take thirty minutes to get someone on the phone, when "being helped" I gave a number for them to call me back on. Never got a call back. Waited until I ended up figuring out the problem on my own. Thanks for nothing Apple. Still hate my X btw. Why make a smaller phone when other companies are already murdering iPhones capabilities. Get it together. read more

As seen in the picture that Apple employees are too busy talking to each other. Not one came up to ask me if I needed any help groups of employees were talking with each other. read more

Apple Pasadena - Service stinks here! Notice that the employees are too busy talking to each other. Not one person asked me if they could help me. - Computers Near Me - Pasadena, California

I came to this store and waiting for an hour and had other customers go in front of me and I was there first and checked in first they check in after me and they help them out first that's not fair I will never come back to this store I recommend that no one cones to this store very poor service read more

The manager Pablo is amazing. A great manager can balance operations and unpredictable situations, making fast decisions that create an incredible experience for the customer. He was able to help our situation and saved our business. We had a log in issue. But we had so little time and he knew that. Long story short- he saved us! The team alongside were very helpful. Great store. Great manager. Thank you, Pablo. read more

I am one of those people who supported Apple and Apple products back when Microsoft dominated and the company was near bankruptcy. Now all I wish for is that another company who understands and supports customer's needs (like Amazon) will take Apple's place. I went to the Pasadena store on a Sunday for a simple battery replacement on my laptop. Since I didn't have an appointment I could not be helped that day - no problem - can I just leave my laptop? I work during the week and am unable to take a day off from work just to come back when Apple has an appointment opening. Makes sense for many people right?? But like everything else that is anti-customer with Apple (like forced OS upgrades, their non-customizable trash can pro, and their efforts to render their older products obsolete like my 2nd gen iPad) their answer was "No" One day, hopefully in the near future, I will be able to say the same thing when asked if I am interested in buying any more devices from Apple. This experience was the tipping point for me to start unwinding myself from Apple's web. If you don't believe that Apple will one day become marginalized because of it's customer unfriendly practices, look at what happened to Sony's former dominance in the electronics market, look at what Amazon has done to retailing. It's just a matter of time and opportunity for another company who better understands customer's needs. read more

Jack was awesome!! Very knowledgeable and extremely patient as well. He helped me in a timely fashion and was more than willing to answer my plethora of questions. read more

Stay away from this location this location has the worst service reps I took my AirPod pros in to be replaced with Apple care protection I was told they had to be diagnosed the rep diagnosed them said they were broken and I would have wait 3 days for replacement today I called to see where my AirPods are because it's been over a week the representative said they have no repair slip can't find a repair number and that is that now I'm out 200 read more

Furio was calm and patient when providing repairs. A much better experience than other Apple stores. Highly recommend.

If I could leave negative stars for somewhere, this would be it. I love Apple and actually normally find them helpful as a brand with great customer service- but this location has to be the worst location in the company. I can't imagine they generate any type of consumer loyalty based on their service. Sure, things like wait times are out of their control to an extent. But they are unwilling to help you even when the problem is an Apple mistake - even if it's their own store that makes the mistake. A couple months ago, I waited 3 hours to have them look at my phone (not their fault I had to wait). And then they looked at my phone, said it failed something and that it was an Apple malfunction. They provided me a refurbished replacement. I got home and set that phone up and this phone was broken as well due to an Apple malfunction. The real kicker - I waited an additional FOUR HOURS for them to fix this this broken phone that they just gave me not more than an hour before. They made me go through all these crazy steps that I had just gone through with the previous phone less than 2 hours before and were questioning me as if I was the one with a problem and treated me like this was my problem. The most unfortunate thing is that things like this are a normal occurrence at this location. Today (what led me to leave this review), I just purchased a brand new iPhone 14 pro Max. It's also not working properly after being opened for less than 24 hours. One of the issues is that I can't access anything Apple related or login to any apps - kind of a big problem. I was told the wait was 5 hours but that I didn't have to wait at the store - they'd give me a whole 10 minutes to get to that appointment when I'm called and said "it could be shorter, it could be longer." Thanks. So helpful. When asked if I could speak to someone else (because I literally had to take the day off of work because my work is dependent on phone use) I was told "no". BY THE PERSON WHO CHECKS PEOPLE IN. HE LITERALLY TOLD ME NO TO THAT REQUEST. WHAT. I couldn't even schedule a Genius Bar appointment on the phone to get support because the Apple support didn't work and I couldn't connect to Wi-Fi. This location is trash. Go to another store. read more

I've been an iPhone user since the very first one. This review is based only on the $29 battery replacement experience. You will first need an appointment at the Genius Bar for them to do the paper work to order your battery. This is because they will tell you none are available at the store. Note: One appointment per device. We didn't know that but the girl that helped us was nice enough to let us do 2 phones (both 6s), she said it's because it really just takes about 10 minutes. They will tell you it will take about a week to get an email to notify that your battery is ready and you can come in for repair. We got the email actually about 1.5 days later. (including a Sunday) Which makes me think they DO have the batteries there, but just need to do the paperwork to assigned the parts to your work order. You can come back anytime for repair without an appointment and the repair will take anywhere between 1.5 for 2 hours. No problems so far, all the red shirt workers has been friendly and they are super quick when they swipe left and right on their ipads. We came back actually about 75 mins later and our phones were ready to be pick up. The problem was when I picked up my phone there was a brand new 2 inch crack on my protector screen. Did they dropped my phone? *gasp* They tell you is because they use a suction cup device to open the phone in order to change the battery. They are also NOT liable for any 3rd party components when you drop off your phone. They will also tell you, yes, we SHOULD have told customers to take off the protector screen first. blah blah blah.... umm okay, however you returned my phone to me with a damaged component! Thank goodness a manager name Do (?) was on duty that night and he was able to take care of the problem. He recognized the issue and was able to authorized a brand new screen protector for me. This is an example of great customer service and I really appreciate his effort to turn around a bad experience into a good one! read more

A very poor after-sales experience, irresponsible to find reasons for no honest supervisor, reception staff attitude is good!

I went to the Apple Store (with my laptop and iPhone) in Pasadena because I was having problems with my iCloud. It wasn't recognizing my password. They only way they could fix it was by signing into my account from one of their laptops they have out on the table. They were able to fix it, and I left. Right after leaving the store, I got two alerts on my phone saying that someone in Cupertino was requesting access to my phone. I declined both requests. The next morning, I got a call from my bank asking for confirmation on recent charges. It turned out that someone had successfully made two charges and attempted five other charges online using my ATM account, which I had set up with Apple Pay. I cancelled and disabled Apple Pay and went to the bank to put in a fraud request for the charges made to my account. And, of course I had to go through everything, change passwords, etc. Wasted a whole day. Now I'm getting strange texts on my phone with requests to connect to mgoyuo, which is an open source cloud based virtual desktop that allows a person to access a digital device remotely. The bottom line is: 1) DO NOT USE THIS (or possibly any) APPLE STORE TO ACCESS YOUR ACCOUNTS, 2) DO NOT LET THEM SIGN INTO ANY OF YOUR INFORMATION FROM THEIR COMPUTERS. THEY ARE OBVIOUSLY NOT SECURED. Apple should know better. They pride themselves on having the best security protection, yet you're open to all the predators out there when you access your accounts at their sotre, either through your own device or on theirs. Go to Dino Computers. They are the best! They are trustworthy! I will never go to an apple store again! read more

Terrible store !!!! I went to Pasadena Apple around 11 am on Thursday to Purchase new phone. I walked into the store and stand there for 15 mins. No one came say HI to me or ask if I need help. After 15 mins been neglected by whole store, I asked staff that I need help for purchasing. Staff was rude and gave attitude!!!! - I walked out and I drove to Glendale Apple. Kind staffs and very helpful in Glendale!! I purchased I phone 8 ~ I will never ever go to Pasadena Apple again. And I will tell my friends I had awful experience in Pasadena Apple. I Wonder who is Store manager in Pasadena Apple????? In management Level, you should at least have an idea how many customers roughly will come to your store. You should have enough staffs to help customers. See you let your customers experienced bad services, also you lost potential selling volumes. See how many bad yelp review you have ? Terrible!! You should really improve or change management. Or change store manager. read more

The stuf at the door are rude and unprofessional. As a lonh time Apple stock shareholder, I saw a sign of arrogance towards custer. So I am going to sell all of my holdings and I will write to Buffet to tell him what I do and how do I felt. No need to go to their store if u can buy same apple products at BESTBUY with much better service. read more