I had to take in my older iPad Pro because it stopped charging. Arrived early for the appointment with the Genius bar and was helped right away. After checking the system and going through the diagnostics, Jamie (I don't know if I have the right name, apologies to the nice man who helped if this isn't your name) did a hard reset and voilà my tablet works again :) I was thinking of buying the newer Air iPad with the M3 chip: unfortunately, there were none with the 1Tb I needed, and the 512 GB just isn't enough. The store was busy being a Saturday, but there were many helpers so no one seemed to wait for long. This store is the one I've been going to since buying my first Apple watch many years ago: still my favorite.... even though I didn't get the 1TB ;) read more

I've been shopping at the Apple Store since basically the beginning of time, back when iPods were cutting-edge and not retro collectibles. Between personal and business purchases, I've probably spent enough to personally sponsor a section of their glass walls. So when I say this was my worst experience ever, I mean it. So here's the adventure. I'm at work, my wife calls and says her iPad is full. Easy. I hop on Apple's site, load up a top-of-the-line iPad with all the extras. Then I decide to finally do something about the fact that I'm deaf in my right ear, so I add AirPods Pro to double as "hearing aids." I even add engraving to the headphones so I know which ones are mine at home... because apparently my master plan is to label the only thing I can't hear out of. Anyway, everything shows as available for same-day pickup, so I decide to swing by the Apple Store Santan Village on the way home and avoid the whole "who's signing for packages" situation. I walk in, ready to grab my stuff. And immediately become invisible. I try one employee, they turn and talk to someone else. Try another, same thing. At this point I'm genuinely wondering if this is a social experiment or if I actually don't exist. Eventually I find someone who helps. Nice enough guy. I hand him my order to scan. He doesn't scan it. He asks what I ordered. I tell him. He then realizes he should probably scan it. We're really firing on all cylinders here. He goes to grab my stuff, disappears, and someone else comes out with just the iPad. I ask about the AirPods. "No headphones." I show them the order. "Oh... yeah, there are headphones." He goes back again, comes out and says they're not ready yet. Not ready? I got an email saying they were ready. Turns out because they were engraved, they're not actually there and won't be for a few days. Which is impressive, because the website made it sound like everything was good to go. So now the solution is to cancel the order and just buy them again in-store. Perfect. Nothing like redoing a transaction you already completed. I cancel it. The guy helping me immediately turns to help someone else, so I get to stand there again, waiting for round two. Eventually we redo the purchase, and magically, non-engraved headphones appear instantly. So to recap, the one item I specifically customized is the only one that didn't exist, and the only reason I added engraving was so I wouldn't mix up the headphones I literally bought because I can't hear well. Solid system. End result: I spent thousands of dollars and somehow felt like I was inconveniencing everyone just by asking for help. And here's the real kicker. I didn't walk in expecting to spend a small fortune. I had already spent the fortune. I just showed up to pick it up. I'll take my business to Chandler Fashion Center or Scottsdale Fashion Square next time, where hopefully acknowledging customers is still part of the experience. Avoid this location like it just told you your storage is full. read more

Apple SanTan Village - Computers Near Me - Gilbert, Arizona

The Apple store at SanTan Village has terrible customer service I have always had a good experience here but lately it's terrible. Customer service reps treat you like you are asking for free stuff or begging, not shopping for an expensive iPhone I have been there twice in a week and had the same experience, bad customer service, not interested in selling you, treating you like they are doing you a favor and having you wait standing by the phones like flies as they can't even put your name on a list I have bought several items here but not anymore, I will go somewhere else Management; need improvement fast, Teach you sales force to be courteous, interested, and with desire to give good impressions to customers read more

My experience at this apple was terrible in the beginning. I just purchased very expensive laptop. I was getting my information transferred over to the new one. I went to pick it up the guy I wish I could remember his name was just so dry and trying to hurry me out the door, not showing me anything about how my information came over. He told me to check it on my own time.. Luckily, I checked it before I left because they had changed my password and I couldn't get in it. The second young man that came to help me was extremely helpful he walked me through the whole process And made sure my computer completely worked before I left. But the first guy I really wish I can remember his name was terrible and should not be working there until he gets a better attitude. read more

Apple SanTan Village - Computers Near Me - Gilbert, Arizona

Great service for a very crowded Apple Store. Shoutout to Jordan who multitasked to the best of his ability and had excellent service while maintaining a pleasant demeanor. read more

Staff member did not listen to my concern. Not helpful. Hard to tell if she knew anything.

This morning my daughters IPhone just blacked out and would not come on. If you have an IPhone this has probably happened to you or someone you know. They have a quick fix online but it rarely works. Like any kid of this generation my daughter was in shambles over this. She spent a whole day with no phone access. Around 5 pm I finally gave up on trying to fix the issue myself and we hauled off to this Apple Store. As we walked out the door I could hear my mother-in-law yell, you need an appointment or they won't help you. We went anyways. It took a little while to get someone to help us out, but it's to be expected considering the volume of business that had in there and I was a walk in. The guy finally asked if I was being helped and without an appointment helped me anyways. He quickly diagnose the problem and offered us several options for resolution. He was quick, courteous, and efficient. Can't ask for more than that on a Tuesday night. read more

Two days ago, I scheduled a Same-day battery replacement appointment with the Genius Bar. It was at 5:20 pm. I showed up and checked in within 5 minutes of that appointment time. Then, I waited. And waited. And waited. After over an hour and ten minutes, a gentleman finally started helping me and informed me that it would NOT be a same-day replacement, and that the appointment was just for a same day diagnostic. That is NOT what the appointment says- so not only are you insulting my intelligence, you're disrespecting my time. I guess I'm going with a 3rd party replacement because Apple can't get their own act together. read more

Apple SanTan Village - Appointment reminder claims same day replacement. - Computers Near Me - Gilbert, Arizona

Terrible customer service. Super inefficient whole goal is to make you scan the store so that you buy their products. They do not respect your appointment times or your time as a customer at all. Great people great products but had to leave a review about their service. read more

Very unimpressed with the SanTan Village staff. Went in on 11/28 to get the back of my phone fixed - it was shattered. Was told to come back at 5pm and when I went back I was then told there was an issue during the repair that the workers had broke something and now had to fix that so I needed to come back in 2 hours. Since 11/28 I have had issues with cellular data not working and when running the diagnostic like my phone told me to do, it said there was an issue with the iPhone hardware. So I went in yesterday - 1/3 - and was "helped" by Quintin. Quintin told me that there was not a single issue with my phone and could not explain why my cellular data stops working. He also told me that he spoke to the technicians who did the back repair on my phone and they told him they did not damage anything during the repair. Not sure how the technicians would remember a singular repair from 2 months ago. And Quintin, or Q as he told me to call him, did not believe anything that I was saying because he already had a whole speech planned. After running a test on my phone in the back he came out and said "So I need to ask you a few clarifying questions before I share the results with you." Which is when he said that nothing had been broken during the old repair and tried to tell me that the reason my cellular data does not work is because of my college town. Except the funny thing is, my phone does this in my college town, in my home town, and wherever I travel to. He also told me that I tried to contact Apple Support for help and that they were the one who told me my hardware had an issue. This is not true as I told him the "Apple Support" was me running the diagnostic to see what the issue was which then lead me to make an appointment at Apple San Tan Village. I am going to now make a drive when I need help at Apple because I will not be going back to SanTan Village Apple. In the photo, at home diagnostics were ran - can clearly see where it says there is an issue with the hardware. And the upper right corner you can see my cellular is not working therefore I had to connect to WiFi. read more

Apple SanTan Village - At home diagnostics were ran - Computers Near Me - Gilbert, Arizona

Everything. First their phones suck. I swear they make them take a shit so you have to buy new one. You schedule an appt then you get there wait for ever then they tell you 30-45 more mins more. It's a joke. But they can sale you a new phone real fast of course. Bring back blackberry read more

What an arrogant and shitty business model they have. I've had facial recognition issues with both phones so stopped in for help. Was approached by an absolutely snide and arrogant lady asking what I needed. I told her my issue and asked for help. Of course she came right back with, not even looking up from her tablet, and asked if I had an appointment. I told her that I did not. She then told me the earliest they could help me would be about 40 minutes. I asked why I had to make an appointment and come back since I personally witnessed 3 other employees just standing around. She rudely told me that no one was available to help. This will be my last interaction with an Apple Store as I will be moving to an alternate phone. We don't work for you and have to always work our schedules for your convenience. We are your customers and pay your salaries. DO BETTER APPLE so you don't keep hemorrhaging customers. Absolutely pathetic! read more

I still like apple products. However the service at this location has consistently been horrible and about 50% of the staff are pompous and rude. It's worth the time and gas to go to a different location or just buy on line. read more

I placed an online order from Apple for pick up at this store. As you know, nothing made by Apple is cheap $ I arrived at the store with my order number and they could not locate my order because it was processing. They direct me to call customer support which only redirects me to the store. That's all the help the "specialist" could do. All these geniuses are far from that. Instead, there are at least a half dozen of them standing around talking to each other while I still have a paid transaction and no product. read more

Apple SanTan Village - How many Apple geniuses does it take to NOT help a customer because they're too busy talking to each other? - Computers Near Me - Gilbert, Arizona

Very nice store. Many employees to help you find just the Apple product you're searching for and also great techs to help you with phone or iPad questions. read more

What an awful experience. Their 'check-in' service is a joke. If they want to help you, they do. If they don't want to help you, you go on a list. Good luck with that. When we finally got someone to help us, we had to share the expert with 3 other customers. And to top it off, they couldn't get our new phones working. Just avoid this location if you can. read more

Jon alone deserves five stars!! Came in the other day with my phone destroyed from falling off the fourth store of our building and he was so helpful, quick and efficient! I think I was in and out in less than 20 minutes!!! Only reason I gave four instead of five is because most other times there is a longer wait/takes wayyy longer read more

I've been here many times to purchase phones, laptops for myself and my family but never to fix an issue/use the Genius Bar. Walked in today to fix my work cell phone which stopped working, no appointment just tried my luck. I was told the wait for 30 minutes but it was more like 20. I was paired with Alex, who was kind, attentive and patient with me, he easily resolved my issue within minutes and answered all of my questions. Excellent customer service from everyone who I interacted with at this location! read more

Customer service. I purchased an Apple Watch but they gave me the wrong g sized watch and didn't realize until I got all the way home. I tried to call store but of course they only gave AI answering phones. So I drove all the way back. Was greeted only with disdain for explaining to associate how inconvenient it was to be sold the wrong product and have to drive all the way back. She just ignored me and processed the return. I asked to speak with a manager: she didn't care either about their mistake and expressed no remorse over the inconvenience. I think I will be exploring other watch brands read more

Team Member Moon brought the sunshine out with her customer service. The store is clean with an easy flow of customers getting quick assistance. The Genius Bar is open & fully functioning...appointments still required. Took all five minutes to come in, order my battery replacement, pay & walk out. Dope vibrations from Moon making it a great start to a Thursday. This location is an exterior store within the Santan Village Marketplace. read more

Apple SanTan Village - Replacement needs, 4.7.2022. - Computers Near Me - Gilbert, Arizona

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Unfortunately I have been here twice this month , two large purchases . Both times I have been passed around to 5-6 employees for an online pick up . When I receive "its ready text " , I show up and have to keep repeating myself I have an online order to each staff member . I feel like a pinball in pinball machine game . Also , the staff is very hard to recognize these days . They look very casual, borderline way too casual / wrinkled clothing / tight shorts / unbrushed hair etc .. Also if they are wearing a red shirt , they cover with a jacket / sweater , has you questioning who to ask for assistance when you walk in . A lot of the staff do not greet you when you try to make eye contact / do not knowledge when you are standing in front of them . I am Not sure if this is from Apple training or just some jerky employees . If someone was standing in front of me I would said hello LOL . I will say , I appreciate that the store seems to be fully stocked on all products ( so far in all my experiences with this location ) read more

Customer service is horrible. The indeviduals at the Genius Bar to be specific. Seth was very helpful. Craig on the other hand is very blunt and does not lift a finger to help you. All they try to do is upsell you on newer products and make you spend more money. read more

Service is terrible. Had to go back in to the store twice to set up some software they said they finished installing. Have problems with that software and employees refused to even help me get help from software manufacturer. Uncaring about customers, only interested in dollars. Stay away fro read more

Could have helped me recover my lost Apple password... instead gave me a website to go to.

Let us talk yo a live person. I want to make an appointment at ss. Tan mall in Mesa Az at iPhone store.

Boy, I wish I'd read some of these reviews before I made the 20+ mile trek each way yesterday morning to request help setting up my new Apple Watch SE!! I haven't visited an Apple Store for quite some time (testament to the quality of their products & online customer service), but I felt I would really benefit from some in person education & assistance in setting up my new watch. I spent quite a bit of time the day before preparing a list of questions so that I could get & record the needed answers & guidance with my first smart watch. I was greeted immediately on entering & though the store was relatively busy, I was directed to another employee to assist me. Things went quickly downhill from that point!! The employee (I refuse to call him a "genius"!!) was rude & distracted!! He told me that I should attend their hour long "Smart Watch" class to be held next week. And from that point on, only gave me the briefest of answers to my questions. Perhaps the reason for his terseness & uncaring attitude was that he was "helping" another couple (snowbirds) at the same time with problems they were having setting up their phones. I really felt bad for them because all he would tell them was that they had to contact their cell phone carrier (TELUS) for assistance. I hope they found someone else in the store to assist them!! Personally, after dealing with his condescending & dismissive attitude for less than 15 minutes, I had had enough!! I browsed the store for a bit, observing that other "senior" customers were treated similarly & decided that I will not be visiting that store again. Perhaps another location will be better, but for now, I've managed to figure out enough things on my own (with the help of several YouTube videos!) that I think I can enjoy my watch, though I may not be using it to its full potential. All in all, a very disappointing experience!! PS - And no, I did not have an "appointment" as trying to book one online was beyond confusing as I didn't want to send anything for repair or purchase something new. read more

I had a great experience here! I had decided to purchase a new iPhone, and was having a terrible time at Best Buy. I decided to get an appointment at this Apple store. They saw me the same day, and I was able to easily purchase my new phone. Excellent customer service! read more

Tabatha was amazing at the Genius Bar! She dug deep to help me get rid of a software that 4 others had attempted to eliminate.... She succeeded!!! Always learn something, always giving of their support.... Just amazing service!!!!! read more

Apple SanTan Village - Apple San Tan Village - Genius Bar - Computers Near Me - Gilbert, Arizona

I've been to many Apple Stores in many states for a variety of purchases and support, mostly for my employees. Unfortunately the Gilbert location is closest to home, and I've been to this location about 5 times now in the past year. Every visit has been worst than the last. It has nothing to do with wait times but rather the customer service. Every single visit I am told the wrong information, and when I attempt to clarify or provide the correct information, the staff get a condescending attitude. This week I found the source of the problem, the bad breath manger. I went in knowing exactly what I needed to buy, and I was fine waiting 10 minutes for apparently the only person allowed check me out for those types of items. I was told the wrong information again so I stepped back and called my business Apple Rep number for clarification. The store manager saw me and asked if I need more help, so I explained the misinformation and he became extremely defensive and rude. I told him I spoke with a business rep and I would still like to make the purchase. He wanted to argue about it. I told him that this store always has issues and it's really making me reconsider all the money we spend with Apple and he said, and I quote, "so what, a lot of people spend money with Apple". I asked if he could just get me items and I would be on my way. He told me "no", and I would have to wait again for that one specific staff member. With two other staff members with tablets standing right next to him talking about their next break, it became clear... the problem here is purely mismanagement. It's not Apple, it's not their products, it's this specific store. I asked if I could check out on the Apple Store app (I have a large gift card balance) if someone could bring out the items, and again he laughs and says that that's an unreasonable request because it has to process. I mentioned how in the past the Apple stores would encourage checking out using the app, and you grab your items and walk out, so it's not unreasonable. He laughed again. I walked out, purchased the items on Amazon before I got to the car, and it was delivered to my house a few hours later, at $50 less which was odd but felt good. As consumers, there's not much we can do against another persons ego, especially since there is no method of feedback other than spreading the poor experiences on review platforms like this. I'm not mad at Apple and I'll simply travel to the Chandler store moving forward. Avoid this poorly managed location. read more

I bought an Apple Watch SE here Friday June 30th, 2023. I was in and out of the door quick. I decided to set everything up at home because I thought it'd be simple and easy. The next day I tried to set everything up on my phone and I was trying to pair my watch to my phone. For some odd reason I couldn't get it to connect. I swear I did this like 50 times lol. I went back to the Apple Store that same day. As I walked in I noticed they seem kind of busy. Eric greeted me right away anyways and asked if I needed some assistance. I told him the issue and he even apologized even though it wasn't his fault. Now that's great customer service!! I spent about an hour in that store and he kept me entertained while he was trying to help me with my Apple Watch. He made conversations with me and even made me laugh a few times. It wasn't awkward at all. I haven't had great customer like that in a long time. Thank you Eric for treating me as if I was your family. I was glad to have my Apple Watch paired up with my phone.. I told Eric having an Apple product can sometimes be difficult and he agreed. He even mentioned to me that they have classes there at the Apple Store if I was ever interested to learn more about my phone. I never knew they even had a class. It was nice to know. I will definitely be back here if I ever need to purchase any new apple products in the future again. read more

I had an appointment for some warranty work. I was greeted immediately, despite the store being full of people. I was checked in and sent to the "waiting area" and was met at my appointment time by an employee who collected my information and device. I was quoted a time to return and pick it up. When I returned at the appointed time, I checked in and had my repaired device in my hands within 5 minutes. Everyone I dealt with was friendly and professional and the work fixed my issue. I highly suggest making an appointment! read more

I am having issues with my iPhone 12 Mini. I've had my phone for about 2-3 months and I brought it into Apple within the first two weeks. They did their diagnostics and supposedly that solved the problem (according to them). I continued to have issues with my WiFi connectivity but I did NOT want to go back to Apple because it's never a good customer experience. Today (5/14/21) I decided to make an appointment to do a warranty exchange because the wifi connectivity issues keep persisting and more frequently. I arrive for my appointment 20 minutes early and I am greeted by the representative outside. She asks why I am there and if I have an appointment. I tell her and she tells me I made the wrong appointment. She asked if I'd like to have her teach me how to make an appointment! I was so turned off by her condescending question that I grew furious. I said I don't need to be taught anything. What I need is for the Apple web site to be written correctly. I insisted that I show her the Apple site. I showed her and she agreed it was confusing because none of the options for an appointment type led me to what I needed to do. I was given a 1:40 PM appointment instead of my 11:00 AM appointment! I captured two screen shots to show that the Apple site is indeed confusing and not clear which appointment type should be selected if a customer wants to do a warranty exchange. Please notice that when "session with a specialist" is selected there is an option for "returns and exchanges." HOW IS THE LAY PERSON WHO DOES NOT WORK FOR APPLE SUPPOSED TO KNOW WHICH APPOINTMENT TYPE TO SELECT IF A WARRANTY EXCHANGE IS WHAT THEY WANT TO DO? Maybe the the person or persons who need some teaching work at APPLE!!! read more

Apple SanTan Village - Computers Near Me - Gilbert, Arizona

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We love this location! The associates are always in a good mood, helpful and polite regardless of what they are doing. What I find the most refreshing about this location is that they strive to problem solve any obstacles they are presented with. That is not something you see in customer service these days. Thank you Apple SanTan Village. This is clearly a reflection of great hiring practices and a strong management team! read more

DO NOT USE THIS STORE!! I've had three extremely rude and unpleasant employees working with me. One of which made snarky comments about how I wasn't going to have a phone for an extended period of time. I came here to get my camera replaced in my brand new iPhone 14 Pro because there was dust in it (thanks apple). I figured they would replace the entire phone since it's so new, but no. They opened my phone up (had to take everything out of it according to the employee), and replaced my camera. I asked numerous times if it would still be water resistant because I take rain photography and he swore up and down that it would be completely fine. Well my phone hadn't seen any water up until yesterday. My iPhone didn't even get submerged and after a hot day, the front camera fogged up. I took it back to this store and they said it was my fault and wanted to charge me $700 to replace it. THE PHONE IS BRAND NEW keep in mind. They opened it and ruined the factory seal. Now I'm stuck with a $1200 iPhone that has moisture in the camera. Avoid this place at all costs!! There was only one employee that was extremely nice to me and she helped get something solved the last time I was in there. Shout out to you! read more

Apple SanTan Village - The Apple Store that screwed me over. - Computers Near Me - Gilbert, Arizona

Wow! We set an appointment for 1:15 and we walked out with our phone by 4:30! We were told it would take 2 hours just to replace a battery, and a speaker would be replaced, which was already too long, with only 1 phone in front of us, and 2 techs in the back working on them. The customer service in the front of the store is great, and why I gave 2 stars, instead of 1, but we didn't come here to waist our day, over 3 hours, just for a new FkG battery! To make it worse, the face ID got damaged during repair. Unbelievable! They are replacing the phone now. read more

Buyer beware! You may never receive your items, but you'll still be on the hook for paying for them! Recently I attempted to purchase a new iPad pro and accessories from this location and selected same day delivery. The products were marked as delivered, but they were not dropped off. I contacted support and they had me check in with the delivery drive. They claimed they never even picked up the order. However, the same delivery driver is telling Apple they not only delivered it, but that I signed for it as well! Now Apple is refusing to refund the order and telling me to file a police report instead. Don't make my mistake and order from here. Apparently the delivery services they use will just steal your product and the way that Apple chooses to handle this is to stick customers with the bill for the stolen products. read more

It was almost 7:00 pm on April 23, when I arrived at the San Tan Apple store in Gilbert, AZ. A nice person greeted me and asked how she could help me. I told her I wanted to purchase a new imac but had 1 or 2 questions. She directed me to the imac section and told me to go there and wait and someone would come over and help me. For the next 15 minutes I watched 9 or 10 Apple employees walking around doing absolutely nothing. Sometimes they would get together to talk, laugh and joke amongst themselves. During that 15 minutes I observed maybe 3 customers in the entire store. And somehow they were being waited on. Everyone else (the 9 or 10 employees) just stood around and did nothing. After at least 15 minutes an employee approached me and asked how she could help. I told her I had intended to buy a new imac but that it wasn't going to happen in this store. As I was about to leave, the initial greeter asked me how everything went. I told her I would be going to Apple's Chandler store and hope that their service is better. Then walked out. I am 78 years old and have never seen such poor service. The sad thing is that Apple probably doesn't care. They make a very good product and people will buy from them even when served (or not served) by very rude people. read more

Terrible service for a known manufacturer defect part that an Apple employee told me there's a 20% fail rate and they switched manufacturers due to this. Just got my entire ram replaced (again) and it's already bad less than 90 days later. The 2 solutions presented were crap and the woman on the phone was so rude when I explained these were not adequate: 1. Trade an originally $5000 machine that's been working defectively since purchase for $600 2. Just keep replacing the issue part that keeps failing and waste me time coming in and having to ship it to repair I asked if we could increase the trade in due to my non stop issues and they refused. I expect better from Apple. read more

Buyer beware! I did an Apple Watch trade in, ordered the item online to be shipped to store. Went to go pick it up from the store, no problem. When it came time to setting up my watch, and mind you there are several Apple employees standing around talking, I asked for some quick help to set it up. I was told and I quote, 'we don't really help with that.' I said no I was told I can get help setting up my watch after just spending $800. I won't be investing my money into Apple products going forward due to unimpressive customer service. The Apple Store used to be better and higher quality customer service. That has clearly changed and they are no longer quality. Unfortunate but I'll happily give my hard earned money to another company who will actually take a little bit of time to help me. Shameful and unacceptable read more

I took my iPad 7 in due to a crack which developed (meaning I dropped it) at one corner of the screen. I was prepared to have the entire screen replaced, but Chris said that they did not do that, and that he could replace the iPad for one of the same models for around $260 or so. He pointed out that the crack wasn't likely to spread because of where it was, and it didn't effect the functionality of the device or get in the way of viewing things on the screen. He said I might be better thinking about waiting until the new iPad came out next year as it'll start at about a hundred dollars more than the replacement of a three year old iPad. Makes sense to me, and I appreciate him not giving me the hard sell on this years model. I didn't get the issue fixed, but I can keep using it for a bit and just replace it when it breaks or I am ready. read more