Just to ask a basic question or schedule an appt with the Genius Bar is over an hour wait. They have employees scattered everywhere and a lot of them aren't even helping customers in need. They need to hire more genius's to work the floor. I've been to many Apple stores in SoCal & this is the first one with severely poor service. I was a very disappointed customer. read more

Usually I'd give it 5 stars but I just visited the store to ask about the new MacBook and the smart ass rep who helped me was very condescending and had no customer service skills. I've read the other reviews and I think they started hiring people with no social skills. Maybe they're smart but they can't even look at you while you're talking. Danny, the a-hole who "helped" me was playing with the keyboard while I was talking to him. Very rude! read more

Mgr had attitude. Many staff too on tech side. Acted like doing you a favor. Sales side more friendly. They like to say No in this Store. Better have an appointment and then wait. No sense coming in before appointment. read more

No customer service at all! We sat at the "genius" bar for a half hour with no eye contact or a verbal "we will be with you shortly" I had to get up and go to the door greeter to acknowledge us. The response I received was "well did you check in?" WHAT am I invisible sitting there at the bar while four different people walked past me!! Your "geniuses" need common sense customer service training! read more

Honestly the service is very crappy. My first experience coming in to an Apple Store was definitely not good. I'm very disappointed. You would think they'd be more helpful but I guess not. read more

Horrible customer service. They know this is the only place to go for help and they treat you that way.

My phone was dropped and the screen shattered. I ran into the the store and the first thing I hear us "shut the door!". Yes, it is 557 pm on New Year's Eve but seriously, that's not the service I expect from Apple. Ignoring the very rude associate I ask the first person I see if I can buy a phone, he says no. He says it will take too long. I tell the guy I just want to buy a phone and will do everything else online or thru customer service. He says no. There are still people in the freaking store! He says the only phone he will sell me is an unlocked phone... So I leave, but before I do, I tell the rude associate she can now shut the door. It's 603 pm and shards of glass are lodged in my thumb as I type this... read more

I went in to buy a new phone. I met Austin and this guy was great. Excellent customer service and a down to earth attitude. Very knowledgeable and put me at ease in choosing the right phone for my needs. If you need anything from the Apple Store see Austin. This guy is the best! read more

Definitely make an appointment before coming in if you're needing repair work. Staff is helpful and very efficient. Prices are little high on the accessories, so only four stars. read more

I have been to this store in three different occasions and each one has been worst than the last. In my last visit I walked in and the store was almost empty. There were 8 customer service representatives and not one bothered to ask if I needed any assistance. After about 10 minutes I asked if someone could help me. They took my name down and I proceeded to wait. I saw about 3 out of those eight reps just standing there. Not one bothered to assist me. After about 30 minutes total in the store and no hep I decided to leave. This store has got to be the worst Apple Store I have ever visited. read more

Just got told it may take an hour and a half to warranty my phone cable. I didn't know how to take that. I understand you may be busy but just to exchange my cable?? read more

Brought my phone in because the camera died. They told me I was SOL. I asked to speak to a manager. Bert, a manager, came out and when I expressed displeasure he immediately went on the offensive and told me to calm down. I hadn't raised my voice and he made the conversation about me getting irate, which I wasn't. He took pleasure in telling me no. He would not help me. I will NEVER buy another Apple product again. In July my company is getting our entire staff phones (313 people). It was going to be iPhones. Now it will most definitely not be APPLE. Way to step over a dollar for a dime. If I could give negative stars for their customer service, I would! read more

Thank you to Dominic!! Exceptional customer service, he helped me with the issues I was having with my iPhone In a matter of seconds! The store was packed with customers on Saturday morning and Dominic helped me as soon as I walked in. The best part was not being made to feel like an idiot with the issues I was having, thanks again, Dominic!! Deb C. read more

I came in to get help with my phone. There were available employees standing around but they told me I had to make an appointment for another day. So I booked an appointment. I showed up for my appointment on time. I let them know I had an appointment. They were to busy looking at animal bloopers. They just left me standing there waiting for 10 minutes. I left without getting any help. I still need help with my phone. Very disappointed. My time is valuable. My business is valuable. Don't waist my time. Thinking of switching from Apple to an android phone due to such horrible customer service. read more

This place has some of the worst customer service I've ever experienced. Not only did I have to wait 3 hours to get my phone fixed, but at least 20 employees were standing around chatting with each other about nonsense. Upon my arrival, 3 seperate people informed me that it would be a "long wait time" however 3 hours is ridiculous. The employees take their jobs way too seriously, and don't consider customers feelings in any way, shape or form. I've been to a ton of different Apple stores, and this one is by far the worst. read more

I'm just coming on here to talk about my experience and to warn people. I made an appointment with the Genius Bar to have them fix my Apple pencil. The tip broke off and there was still a piece of the tip stuck inside the pencil. All I needed was that piece removed, so I could put my replacement on there. I arrived to the appointment and all the person could do was tell me that they can't help and that a replacement pencil would be 79 dollars. I was very sad because a 1st generation Apple Pencil already costs 100 dollars and I thought it would be an easy fix or that they would have a tool of some sort to help with this issue. I declined the replacement pencil because my boyfriend wanted to try and take a crack at it. I let him try and he removed the piece in under 2 minutes using a screwdriver for glasses and with no damage. Just be aware of this and don't go to them for this issue! They will not help you and this way you can save some money. Overall, everyone was nice it was just this issue that they could do nothing about. read more

So today I went in to see if the Genius Bar could help me fix my boyfriend's iPad. The power button acts up and it randomly shuts off blah blah blah. My appointment was at 10:50 and I was right on time for check in. I wait about 10 minute and then an employee comes to help me. I tell him the problem and he gives me my options of a restore or if that doesn't work, paying half the price to replace it since its just a week off from warranty. I went along with the restore since that's basically all he said he could help me with right then and didn't have to pay anything yet. The iPad had to download the software again and he said it would take about 10 minutes so he said he was going to check in another appointment and he'd be right back. The restore didn't go through the first time so he did it again. Then again, he says he will be right back to check on me. Next thing I know, I'm sitting there for over 30 minutes for him to come back. He started helping another customer during that time while I'm sitting there and the iPad was restored. He finally comes back, probably only because he realized he left his card reader iPhone thing next to me. He spends a minute to say that it looks like the iPad is working now and hopefully it doesn't have anymore problems. Really?! He doesn't even bother to apologize for leaving me to wait for over half an hour?! What a terrible way to start my week. I didn't even catch his name. I think it was Joe? Not exactly sure. He had dreads though. Usually I am quite fond of the Apple Store and my previous Genius Bar experiences, but this time was quite shitty. I'll just stick to the South Coast Plaza store read more

So, I tried calling this store seven times in row just after 8pm on a Friday night. All I got was a ringing phone, no answer. I know that this store closes at 9pm and no one answered the phone. One of my call attempts, someone picked up and then hung up. Nice work, thank you for that. I know someone had to have been available to answer a simple phone call. I had two simple questions to ask. One of them involved a rather large purchase. But, you will not get my business, you do not deserve it. Customer service is huge in retail. Everyone that walks in your door or calls your store deserves respect and to be treated how you yourself would expect to be treated. Think about it. If it wasn't for us customers you would not get a pay check. read more

I will say this, when it comes to customer services APPLE STORE is the place to go. They are the definition of CUSTOMER SATISFACTION, The Staff is so pleasant and so helpful, THANK YOU APPLE STAFF read more

I have owned apple products for 10+ years. I love the brand and products. However, yesterday was the first time I ever had to go to the apple. My MacBook has been having problems updating which is making it run slower. Anyways I went into the store an asked to set up an appointment. The gentlemen said there were no appointments for today, which I totally understand. However the gentleman told me to come tomorrow at 10am and I can get in and be seen. So today I arrived at 945am, but I was in the parking lot on the phone killing time since 915am. When I walk up there are a some people, when the apple tech comes to talk to me I tell her the issue and she then tells me I can't be seen until 345pm. I explained what the gentleman told me yesterday, "If I come at 10am I can get in to be seen." Her response was "That is what I am doing, I am getting you in to be seen at 345pm." Her remark and tone was rude and condescending. I was starting to get upset, and asked why wasn't this explained to me yesterday. She then said that there were plenty of people before me, and they get priority. Again I understand, but if this situation was explained to me I would have arrived earlier. She said she didn't know why they would tell me to come at 10am, rolled her eyes, and then turned her attention to someone else. So I stand there in disbelief for a moment before she comes back ask if I want that appointment. I understand and can relate to high volume retail. However I am extremely disappointed with how rude the lady was, and how I was misinformed from the gentleman the day prior. I love apple, but with such high quality products I would expect customer service to be high quality as well. read more

Had to get a new battery and recall on camera for my iPhone 6+ WOW :( checked in at 2:30pm and was told I had to register for a appointment, so I did, told to come back at 5:15pm. I showed back up at 5:15pm and was told they still had nobody to help and they would get to me in the next 2 hours?! Really?! Half of my Saturday trying to get my phone fixed? The worst service, young uneducated kids with no concept of time. Waited the next two hours in store and was asked several times if I needed help, once I said service and wasn't buying a new phone/iPad they said sorry can't help. This Apple Store is the worst ! I wish there was a negative star because they would get it! read more

My boyfriend and I were stressing so bad because his phone all of a sudden stopped working. If you know how Genius Bar appointments work, you know that we wouldn't get help for days. We walked right into apple and were fortunate enough to get help from Bert. He immediately gave us multiple options, and when each one didn't work, continued to give us more. He was so kind and genuinely wanted to help us. This review is specifically shout out Bert. He was amazing & made sure we left happy. Thank you Bert, you rock!! read more

I have nearly every Apple product and consider myself a really loyal customer and after finding out they couldn't tell me how to force shut down my MacBook Pro without getting an appointment I made one for the following day. I show up 10 minutes late to my appointment after looking for parking and have my 3 kids with me I find out they cancelled my appointment with no phone call. This is the worst customer service and really leaves a bad taste in my mouth after all the money and loyalty I have given Apple over the years. read more

No stars if I could. Came in with iPad that had a bad connection to the home button and charger port. They told me they could not fix it, but could replace it for $400. We took it to iRepair, a kiosk just 100 yards from Apple, and they fixed it for $30. If you are willing to givve it a shot, you will not be disappointed. read more

BEST CUSTOMER SERVICE! I had to visit the Apple store for my daughter today, these are first world problems I know, but emotional for her none the less. I have never encountered customer service as sincere as I did here. Every single person I interacted with went above and beyond with relaxed smiles and a desire to help that stemmed far above a paycheck. Thank you to Taylor, Terrance, and Lydia....along with the rest of the Apple team and managers. More than with the success you had with the challenge presented, I am beyond words for your hospitality. read more

I love this store out of all the Apple stores. The staff there are always friendly and I recently found out they wont repair your phone but instead they will just give you a new one. (iPhone) Thats better than just waiting for your phone to get fixed. I only come here for cases and repairs. Wont go to Victoria Gardens ever again! read more

Brought my MacBook here to get it checked out because after updating to High Sierra it crapped on me. Waited two hours just to get it looked at and be told it's a "hardware" issue. My MacBook was working fine until I updated it. Seems like this store is more interested in making a quick buck than providing a service to loyal customers. read more

BEWARE OF THIS STORE! Our credit card info was compromised at this store! Also I realized that I paid way too much for an I Phone 11 Pro at this store after seeing prices online. I wish I shopped elsewhere. Best Buy offers the iPhone 11 Pro for $999, as well as through Sprint, AT&T, or Verizon. read more

I have been to this store before and I always have had an issue with the customer service here. I made a reservation to see a "Genius" about an issue with my uni body mac that I had before. which was a screen issue, it was replaced and when I moved from Seattle it happened again. I took it into this store and they where going to charge me to replace the work that they had done in Seattle. Hands down this store has horrible customer service. They took my mac apart to tell me the problem, that I had before, and they knew I had this issue before, they could have easily fixed the issue while it was open, I guess laziness is part of being a genius. read more

Absolutely horrible customer experience. The store leader is incompetent enough to make simple decisions on his own. It's a shame that this store can function like this. If I received an NPS survey I'd definitely provide a 1. It's amazing to see the differences in store quality and the experience some stores can provide. As an ex employee this is a huge disappointment and it wasted an hour and a half of my time. All I needed was a simple exchange of a phone due to color. I set the expectation of what I needed to be done in the first 15 seconds of being paired with the specialist. Instead they wasted time searching for a receipt for 35 minutes just to say no they can't do anything regarding my exchange. Why even look for the receipt then? No hand shakes from any one in the store, no friendly reminder to come back in and return, no questions regarding business, no information around today at Apple. No "please check out our accessory wall while you" or "while I waste your time." I was with Apple for 5 years and never did I make things this complicated. Real shame that this is my new neighborhood store and makes me miss home already. This store leader really tried to assume that I was trying to avoid an activation fee and that was my sole purpose for my request when he clearly doesn't know anything about the process of iUP and he clearly displayed that lack of knowledge by stating that towards me. If you don't know the situation it's easy to ask. I don't blame the specialist as he was only there for a few months. But the manager and store leader could display some knowledge on the process of activating/ringing a phone out. I've only been for 3 months yet still could run circles on these leaders. This team and specifically the manager need a business conduct training. A simple apology and handshake would've been something, but I couldn't even get that? Stick to the back store leader, you clearly don't belong on the floor as customer facing. read more

Best experience ever! Bought a new computer and phone yesterday. The staff was extremely helpful and guided us through the entire setup. They also have new workshops to help with everything from photography to excel. I learned so much in just one hour! I definitely recommend coming to this store! I'll be back soon for my next class! read more

this will be my go-to apple store from now on, bec. its always damn busy in Rancho Cucamonga.. plus everytime i try to book a genius bar, there's always a room for this apple store. so good job you guys! i also had my apple watch repaired here, since it was still under warranty, but i had to wait for a week, i already felt naked without my watch for 2 days but a week?!? *rolls eyes* anyway, the service here are pretty helpful, but as soon as i picked up my apple watch, i asked for an assistance and this guy who was helping me started making conversation with his buddies in the corner, and here i am, waiting for it to work. not cool man, at least you could've done is make a convo with me, trying to make it like you're doing your job. but as far as going to the apple store, its easy going there, compared to rancho cucamonga, and you will find a lot of time booking at the genius bar on the next day or 2, which is more convenient for me. read more

Thanks to Reece for the excellent service!! I had Advanced Mac Cleaner downloaded accidentally on my MacBook Air......has been a nightmare, and Reece took care of the problem for free, downloading a program for me to get rid of all the malware. He had it fixed in 5 minutes....,,Awesome!! read more

thank you apple for having the genius bar with real people and not telephone reps who come in on my computer and and mess it up more and find myself with a purchase on a fake apple iTunes account from another country i live 45 min from the temecula store i stopped in to make a appt and was told they could take me right now by a great service rep taylor i did not have my computer with me she made me a appt for the next day and i was seen by james @ genius bar this guy was so helpful and kind he is a asset to your company read more

A lot of apologies etc but all I need is an appointment at the Genius Bar and 1 hour and counting!

Ally was terrific in solving my phone issues and my husbands phone issues. She is detailed, efficient, and effective in her work. We are extremely grateful for the time she took with us and for educating us on our Apple products. Her sincere commitment to customer satisfaction is exceptional. read more

Let's just say this for starters , you will be waiting longer than expected . Have a reservation and an allotted time to speak with an apple employee ? Don't worry you'll wait much longer then the time they've set you up for . Now to get one thing clear the employees are very helpful do understand , but for an odd reason when we , my spouse and I , we're asked what phones we wanted to buy by two young employee girls then told "oh sorry we're sold out of that model or that particular one ." It's was ridiculous . Once I pulled up my two reservations they were in awe and surprised they had to go scavenger hunt . All went well with our first sales associate (973579587) . She was very nice and helpful . She did however spend half an hour locating both phones and were asked three times by other Apple employees if we were getting help since we were waiting so long . Finally when she returned with the second gold phone she wrote up the first rose gold phone sale . During the check out for this phone my spouse asked a question in regards to carrier/contract free and if it was unlocked and the employee just lacked for better words to explain if it was unlocked or not but followed up by telling my spouse "you obviously must know much more than I do" which quickly put my spouse in a defense thinking she was being mocked . Then she passed us off to another sales associate (939370167) who would check out our second gold phone . From the gate she was very off putting . To add to that she offered us bags for our phones and threw it at my spouses phone but continued to bag my phone . Then I was looking to finance my phone but she began to explain the financing options so quickly she seemed annoyed and not eager to help and made it feel that paying in full was the best option for her since it would be less work for her . She didn't say anything positive about the apple financing and made me feel it would be best to pay in full later to find out that is was probably more convenient for her at the moment . To be honest we were interested in buying two tablets along with these two phones but weren't persuaded enough due to lack of effort it felt like . I immediately just paid for it in full and wanted to get out . Later my spouse did some homework on the financing and come to find out it would of been extremely beneficial due to the interest rate being zero percent . Overall experience was very long and to be honest we felt we could have been helped much better . If we are paying two thousands dollars we should be given much better respect and effort . read more

My daughter decided to Kanye West mic drop my phone down the stairs so like the last three times she did it, I had to get the glass repaired. Thankfully this Apple Store is close to my house. I made an appointment and walked in with five minutes to spare. I walked up to the Genius Bar and told them I had an appointment, but they told me I needed to check in with the guy behind me with the iPad. Okay. Cool. Except this was the only guy checking people in and also the one everyone asks very in depth questions to so it took a good 10 minutes waiting in line. I think by the time I got back to the Genius Bar after I checked in it was 15 minutes past my appointment time (and remember, I was five minutes early). The gentleman that assisted me was very nice. He asked me a few questions, had me input my phone password 87 times and I was told it would be an hour and a half. No worries, I'll get my daughter a cupcake across the street and then buy things at the MAC store I don't need (which doesn't take my PRO card-lame). I come back to the Apple Store with about 20 minutes to spare. My daughter and I sit down at the short tables and play with iPads to kill time (wait.. Are those only for kids? Because I totally sat at one next to her for almost a half hour-oh well, zero f*cks). Then when the time comes for me to pick up my phone, I then sit at the Genius Bar and watch my daughter like a hawk (she's really cute, I'd want to steal her if she wasn't mine) and wait.. And wait...and wait. Some people who are not helping any customers behind the bar see me but don't even bother asking if I've been helped or what I need. A quick, "Hey, excuse me? Are you being helped? Oh, you need your phone? Someone on the floor can help you" would have saved me time. I wasn't going to interrupt them while they were helping another customer who also had an appointment. Finally my daughter starts to lose her shit because it is now past nap time. I sit her on a stool next to me and say, "I know baby. I'm sorry. I'm just waiting for someone to acknowledge me." Some guy behind the bar hears this (and I said it so he would-I'm a passive aggressive asshole sometimes). He asked, "I'm sorry. Can I help you with something?" I said, "Yes. I'm here to pick up my phone." He said, "Well you need to go tell someone on the floor and they'll bring it out to you." I said, "Well how am I supposed to know that if nobody explained that to me? I dropped the phone off HERE, so I assumed I pick it up HERE. I'm not aware of Apple Store's etiquette." He changed his tune and then said, "The person who took your phone should have explained to you that when you come back, anyone on the floor can help you and they will deliver your phone and check you out." So he set me up with a guy on the floor, I got my phone, bought my case made out of a military flack jacket, and a glass protector JUST so I won't have to go back there ever. But I did meet a very nice older gentleman while wasting 20 minutes of my life at the Genius Bar for my repaired phone. I'll go back because it's close to my house, but I'll probably just have to deal with workers being annoyed at me for not knowing proper Apple Store rules. Maybe they should make a page on their website to follow before going in there so they don't have to get their panties in a bunch over it. read more

I'm an avid Apple user. I bought my first Mac back when you didn't need to get on an app and make an appointment to speak with someone at the Genius Bar. No appointments necessary. I have frequented many Apple stores, but this one is majorly lacking in customer service!! I don't have a sad sob story about them not fixing my cracked iPhone under Warrenty, or the fact that the GB won't see me as a walk in on a Friday night. I asked a sales person for a cover for my MacBook, and it takes him 15 minutes of procrastination before bringing me the wrong size!! I've been in here several times, and the customer service is always the same. Regardless, I still love my iPhone/iPads/Macbook/iMac! Apple really should do some employee training at this location!!! read more

Was told today that they do not accept walk-ins for customer support regarding a broken Mac book. I feel like that's sort of the epitome of terrible customer service. I purchased a laptop not even 8months ago and the thing doesn't work. The fact that I can count on 2 hands the number of times I've actually used this product and that it's now broken speaks volumes to the quality of the product. But I digress. I guess I just assumed that as a retailer you would do whatever you could to rectify the situation and appease a dissatisfied customer. Not make the customer rearrange their schedules and personal lives because you apparently never have any appointments available before 4pm. Unfortunately I'm a few bucks into this product so I guess I'm stuck. Better make that appointment for 4pm now :/ read more