Kieren took care of my problem with Siri, I hadn't been able to use the "Hey Siri" for about two weeks now and was really stressed out about it since I usually use my AirPods 75% of my time at work and "Hey Siri" is important to my daily functions. He reset the option and helped me reprogram it. He also took care of my phone case since it was bubbling up he took care of getting it swapped out. Definitely grateful for this guy. Thank you Kieren. read more

-1,000 stars for Apple. Absolutely disgraceful customer service. What is the point of making a Genius Bar reservation if you're still expected to wait up to an hour? Is the concept of an appointment suddenly too complicated for Apple to understand? I was there Tuesday and was told I'd be waiting two hours as a walk-in, so I did the logical thing and booked an appointment for today. I arrived early, checked in, and patiently waited while the very nice employee gathered additional information and ran diagnostics on my phone. After all that, I was left sitting there waiting, watching two people who arrived AFTER me get helped BEFORE me. When I finally brought this up to another employee and told them I was leaving, their response--or rather, their complete lack of one--was just as appalling. Not even a simple, "Let me check on this for you" or an attempt to find out what was going on. No effort to help, no concern, no attempt to make things right. They simply let me walk out the door. Apparently, customer retention and basic customer service are optional at Apple. So let me get this straight: I made an appointment, arrived early, checked in, cooperated with the diagnostic process, and waited patiently, only to be passed over by people who arrived after me. And when I finally decided I'd had enough, not a single person cared enough to even TRY to resolve the issue. Why even offer appointments if you have no intention of respecting customers' time? And what kind of customer service allows someone to leave frustrated without making even the slightest effort to help? For a company that charges premium prices and constantly markets itself as a leader in customer experience, this was an embarrassingly poor display of service. The lack of accountability was bad enough; the indifference was even worse. Apple, your customers' time matters. Your appointments should mean something, and your employees should care when things go wrong. Today, you failed on every front. Do better. read more

Teach your employees about customer service. I was standing at the phone section waiting to be assisted for 10 minutes. Five minutes in a guy approached me and said someone would be by to help. I watched him and two other employees standing around jerking each other off for five more minutes. Completely disgusted. Review your camera cameras on who was supposed to be demonstrating phones on July 20 from 7:25 to 7:35 completely worthless staff. read more

I am posting this to escalate a severe breakdown in AppleCare+ warranty fulfillment and an unacceptable disregard for customer time to Apple Stonestown store leadership and regional management. My wife and I are high-value, long-time Apple ecosystem customers. We own multiple Apple devices and maintain an Apple One subscription. We choose the premium Apple ecosystem because of the promised support, but our recent experience at this location has been an incredibly frustrating waste of time for both of us. On July 10, 2026, I brought in a pristine, base-model M2 MacBook Air stuck in a hardware boot loop. I explicitly informed the staff that I had already attempted multiple macOS reinstallations. Rather than listening to the customer, the store team forced me to sit there for nearly 2 hours while they repeatedly ran the exact same redundant software installations. Only after wasting my afternoon did they finally agree to ship it offsite. After waiting days for the depot repair, during which they replaced the logic board, battery, Touch ID, and USB flex cables, it is still completely broken. It continuously crashes and restarts within two minutes of logging in. The depot's automated diagnostics completely failed to verify a real-world fix. When I returned to the Stonestown store today, the diagnostic team confirmed the issue is still present. However, instead of honoring my active AppleCare+ subscription with a $0 Customer Replacement Unit, the store manager attempted to monetize Apple's own repair failure. She offered me a $390 trade-in value plus a $150 store credit. Accepting this proposal would force me to spend over $700 out of my own pocket to buy a new laptop just to replace a machine Apple's own facility failed to fix. Ignoring customer troubleshooting, wasting hours in-store on redundant steps, and then using a failed repair loop to push a retail sale instead of honoring a paid warranty contract is a deceptive customer experience. I am asking store leadership or corporate Customer Relations to step in, override this loop, and issue a straight hardware replacement under my active coverage. read more

I see a lot of complaining about this Apple Store but I've had really good luck here. I go early since it seems to get more crowded as the days goes on. Went in for a new iPad and Russell helped us. He was very nice and knowledgeable. As it turned out the iPad was having an issue with our email so I went back to the Genius Bar a few days later. Had to wait about an hour since I didn't have an appointment but once I got with the tech guy things went great. He obviously knew what he was doing., grasped the problem immediately and fixed it. Everything is all set! Everyone was friendly and helpful. read more

Apple Stonestown - Went in for an iPad..... - Computers Near Me - San Francisco, California

Yippee -Great and helpful class!! Closest Apple Store to us. Great selection of products. Helpful staff too. Classes- wanna learn about the new software and new phones. Get some great camera skills- there is a class just for that ... sign up online at the store! Learned what I needed, and then some! read more

Apple Stonestown - Yippee -Great and helpful class!! - Computers Near Me - San Francisco, California

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Unfortunately I've had to come to the store and visit the Genius Bar a handful of times over the last few weeks due to some issues with 3 phones in my household. Fortunately all but one time i had dealt with great staff who were knowledgeable, had great energy, and were willing to help. I wrote about one bad visit in my recent review. I want to give huge kudos to Claire, Mohammad, and Grant for their help and good spirits during these frustrating visits. It does not go unnoticed and is really appreciated. p.s. Cliare is a superstar. We worked with her on 2 separate visits and she was so helpful and transparent. Not to mention she called to follow up (since they had to send an escalation for situation). Now that's customer service, she went above and beyond and always with a great attitude. read more

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Sales people standing around and acting haughty as ever. I realize retail life is awful, but must you take it out on your customers?

I had purchased a MacBook Air and leaving the store I stopped to check out the new iPhone 18 pros. I was immediately shooed away by a worker even though the phones were attached to prevent theft and I was holding an Apple Store bag with the MacBook Air I had just purchased. Really reconsidering purchasing Apple products in the future. read more

The tech service named Chanel patiently helped us restoring our super old ipad. It failed restoring bcs our ipad is probably too old but we're grateful for Chanel's patience. It made our waiting time way less annoying read more

I visited the Apple Store at Stonestown on Wednesday around 2:30 PM, intending to make a purchase of approximately $6,000. There were several associates on the floor, and two different employees told me someone would be with me shortly. Unfortunately, no one ever followed up, and I was left waiting without any assistance. It felt like I was being passed from person to person rather than having anyone take ownership of helping me. After waiting for quite some time, I decided to leave without making my purchase. The lack of attention and customer service was disappointing, especially given the size of the purchase I was prepared to make. Apple makes great products, and I'm sure they'll continue to sell them regardless, but I expected a much better customer experience from one of their retail stores. read more

Bought an iPhone18 pro for my mom here out right. Left the store then came back in because I forgot to buy the 2 meter long cable. So I went to the cables and this employee came up to me examining my bag as if I was stealing. I told her I had just bought the phone but I was looking for the longer cable. She proceeded to tell me that the cable already came in the box. I explained to her that the one that comes in the box is the 1 meter one and I needed the longer one but at that point I realized she was fixated in what was inside my bag and was just making sure I wasn't stealing. The employees at this store are super unprofessional even after spending thousands of dollars on a product. I left the store without the cable and I'm ordering it online. read more

One of the most frustrating customer service experiences I've had at Apple. I arrived early for my 2:10 PM appointment and checked in as instructed. After waiting for nearly an hour, I watched multiple people who arrived after me get helped and leave before I was even acknowledged. When I finally asked a technician what was going on, I was told that my appointment had somehow been automatically canceled shortly after I arrived. I was then told I would be expedited to the front of the line, but I still ended up waiting another 20 minutes while continuing to watch other customers receive assistance before me. When it was finally my turn, the entire interaction lasted about two minutes. I was told that I needed to update and restore my phone using the latest operating system on my MacBook to troubleshoot the issue. That was it. The reason I came in was because I've been experiencing ongoing problems with my phone, including the display intermittently not showing up and calls dropping during both regular phone calls and FaceTime. I left feeling like my concerns weren't taken seriously and that the level of service I received was completely unsatisfactory. I recently upgraded from an iPhone 15 Pro to an iPhone 17, but so far it honestly feels more like a downgrade than an upgrade. Between the device issues and today's experience, I'm extremely disappointed. read more

The last time I left here it left me a bad distasteful memory that lasted very long. For that reason I am bringing the original 4 star to 3. Otherwise it would be at least a solid 4. Pre pandemic, I was here to have my battery changed out from my phone that was aging. I paid to get it change here at the time it was $30 due to them knowing the batteries are faulty. After the battery change it actually got worse. Went from holding charge for 1/3 of the day to holding charge for 30 mins and die out after 8 hours or something of charging.... That is the reason why I became upset and went with android instead. Basically threw my $30 for nothing. Now considering to go back to apple for various reasons that include of employer. So, the good service, I had the other day was seeing plenty of availability customer reps walking around and were all willing to answer the questions I had pertaining to my purchasing decisions for the new 17 phone. They didn't come off as pushy salesmen so that's what I was pleased about. I had spoken with at least 3-4 reps and they were all equally informative one after another, I was able to gain new information and they even show me how to navigate to find the information I'm seeking. I've taken down their comments and considering the available options and packages. read more

It has been a few years since I've been to an actual Apple Store for anything, but my visit to the Apple Store in Stonestown Galleria was an incredibly smooth and efficient experience. I came in to pick up an iPhone I ordered online, and the entire process--from check-in to leaving with my new phone--was well-organized and hassle-free. One thing that really stood out to me was how well the staff coordinated with each other. Each step of the way, I was guided by an employee who clearly communicated what was happening next. Whenever I moved to a different station, the staff members would inform the next person about my situation, so I never had to repeat myself or explain what I was there for. This level of teamwork made everything feel seamless and effortless. In the past, I remember being sent to a table and left waiting until someone from the Genius Bar became available. This visit was completely different--every employee had a specific role, and the handoffs between them kept everything moving quickly. I was able to check in, trade in my old phone, transfer my data, and set up my new device, all within 30 minutes. That's incredibly efficient for a process that could easily take much longer. The store itself maintains the same modern and minimalist Apple Store aesthetic, and while it's functional, I do think better seating would be a nice improvement. Other than that, the location is convenient, and parking is easy since it's inside Stonestown Galleria. Overall, a fantastic experience that left a great impression! read more

Apple Stonestown - iPhone - Computers Near Me - San Francisco, California

We visited the Apple Store on Sunday, May 3rd in the afternoon, to upgrade our phones. We're a family of four. The customer service was excellent; three staff members assisted us, and each provided outstanding support. The process was smooth and efficient. They also offered spatial audio sessions, which were an enjoyable addition to the experience. We felt entirely at ease and well accommodated throughout our visit. read more

My Apple Store of choice for every upgrade. The team is always prompt, helpful, and the order‑ahead pickup couldn't be easier. I've bought three generations of iPhones and plenty of other Apple products here, and the service has always been excellent. 7 years ago, my left AirPod died just a week out of warranty--and they still replaced it for free. That kind of customer care sticks with you. Five stars! read more

Nice place with friendly and efficient start. Today Steve (or Steven sorry for misspelling) and Val helped us with Mac repair and Vision Pro test. We have been having repeated good experiences here! read more

Not sure why the low ratings. The customer service at this store is amazing- the staff is friendly and patient. They actually seem like they like working there bc they are also friendly to each other. In addition they are knowledgeable and don't try to force you into buying tech you don't need or won't use. read more

Honestly the worst Apple experience ever and I've been loyal for decades. Dropped my watch off for repair. There was no communication when it was ready and no one answers the phone. Spent 1.5 hrs on the phone with general Apple support only to find out two different agents also couldn't get anyone from this location on the phone. Finally after my call was escalated (after 90 mins) from general support number, they say it's ready. Mind you, we never got in contact w the store bc no answer. Like I said, they never contacted me as they promised they would. The general manager of this store has some improvements that must be made. Service is nonexistent. read more

Pushy salespeople who don't take a hint. I came in knowing what I wanted to purchase and the two women who served me wanted instead to ask me a bunch of questions when I had already told them exactly which iPhone and accessories that I came to purchase. Then proceeded to ask me in succession three different times if I wanted AppleCare (I said I did not 3 times in a row) and question me why and if they could explain more about AppleCare when I already said I didn't want it. Then proceeded to tell me that they don't make a sales commission from AppleCare, so they'd really like to tell me more. This whole aggressive sales pitch of two people against one made me feel uncomfortable. Not only was I in a hurry, you are not entitled to an explanation of why I don't want to spend more of my money. Then after I spend more than a couple thousand dollars in their store, they had the gall to charge me for a bag when they weren't charging other customers - obviously a petty maneuver in retaliation for the fact that I held my ground against their aggressive sales tactics. I got the sense that one of these women was training the other - clearly setting a terrible example bc I don't want to buy from Apple again after this interaction. Frankly, I was seconds away from terminating the transaction as it stood. Stay away from this Apple Store. read more

Jay helped me with my Apple Watch and had the situation quickly solved within 10 minutes. I really appreciated his diligence when tackling the issue. read more

Brought in a MacBook for repairs. Unfortunately didn't have the serial number as the keyboard was damaged and wasn't working (could not pull it up) so was unable to make an appointment online. Checked in and was told there would be a 45 minute wait. Sat at the counter for just under 2 hours. A lady seated nearby sharply complained of being made to wait, yet the technicians said she'd only been there for 10. Finally made the polite ask and was seen afterwards. These people do not know how to keep track of appointments and I guess they want to be yelled at. It seems to be the only way to get service here. If you can possibly avoid having anything to do with this store, take whatever other option is available. read more

Clean, safe, and friendly employees that are there to help. Overall apple stores are very helpful and are there to inform you on the current* products. The caveat is if you're looking for information on a slightly older products/models you will be out of luck as most products that apple and the apple online store carries only the most current models (apple employee told me). A product from last season is considered obsolete. Not trying to throw shade at apple, I respect the hustle, but the difference between a m3 and m4 is probably insignificant to 75% of the consumer base. The older models are cheaper and still very relevant but I doubt an apple employee will tell you that in store. Its almost feels like going to a car dealership these days. They could suggest you an alternative apple product/generation but I doubt they would since they wouldn't personally profit from. I'm assuming it's commission based. Do your due diligence before coming here. Most of them are as less knowledgeable than the worst Reddit forum. read more

Busy on a Tuesday night but the Apple folks are helpful. You just have to assertively approach a rep for help. Very enjoyable experience. The winners for me were the Apple folks. Nice and knowledgeable, especially the folks at the counter. Kudos! read more

I've been to the Apple Store at Stonestown for years. I had my iPhone 13 Pro battery replaced. I picked up the iPhone 16 Pro last year and recently, I picked up iPhone Air on 09/19/2025. The pickup process was incredibly smooth and quick, and I was able to leave the store in less than 10 minutes. Overall, I had a fantastic experience at this Apple Store. read more

Apple Stonestown - iPhone Air 09/19/2025 - Computers Near Me - San Francisco, California

Shoutout to one of the bar workers Gunner for being awesome. He was really patient and helped me fix my MacBook!

Apple Has Lost Its Innovation!! From the first iPhone to the iPhone 6 or 7, I always stood in long lines in front of stores on launch day. Whenever I had free time, I would walk into an Apple Store and play around with different products in amazement. But recently, for me (and for others as well), Apple is no longer exciting or innovative--it's just another smartphone. Yet, Apple employees still act and speak as if they are part of something revolutionary. Sometimes, I even feel a bit sorry for them. Of course, creating something new every year is not easy... but making something so similar every year doesn't seem easy either! read more

Apple Stonestown - Computers Near Me - San Francisco, California

I met w a Genius Bar tech at the table and I needed to purchase a cable before I continued to charge my phone. I left my bottle of water on the table and told a neighboring customer lady that I'm coming back. I came back w my cable and my water was gone. The lady said I tried telling them you're coming back and they insisted on needing to clean the table. An employee asked what's wrong.. after telling her what happened, she said, "Oh" and just looked at me. WTF?!?! I was annoyed but chose not to get riled up. I thanked the neighboring lady for speaking up for me, wished her a good day and exited. read more

Apple Stonestown - Computers Near Me - San Francisco, California

Apple Store genius bar isn't good for any advanced troubleshooting . Tech recommended new motherboard. I performed a DFU restore, removed laptop from iCloud. Then ran internet recovery repeatedly about 10 times and is fixed. Tech said my MacBook Pro 2018 was fried. read more

Apple Stonestown - Genius bar is worthless for any advanced troubleshooting. Fixed it myself - Computers Near Me - San Francisco, California

I know others hate on this location. I am more than fine with this store. No waiting, easy parking, and helpful employees. All good. Nobody mansplained or tried to upsell me. I think maybe there was a huge benefit to everything moving online cuz sure was nice to walk in and immediately get helped. read more

I really hate that this is the closest Apple Store to me. I've been with Apple since the very first iPhone, and until my most recent experience, this store has never disappointed. The Genius Bar technician ordered my replacement iPhone and told me it would be fine that I was out of town for the next nine days. I returned to find out the store got rid of the phone because I didn't claim it within five days. I asked to speak to a manager upon return to get it resolved, and never have I met someone so unqualified to be a manager. I can somewhat understand if the store won't honor old policies they've used for customer resolutions, but the manager's approach to the situation was sad. Rather than acknowledging their mistake and apologizing, she simply stated they made not mistake and had nothing to fix. Even if you're not going to resolve the customer's issue, a simple apology and acknowledgment of the customer's frustration is Customer Service 101. Having working in management for years, employees make mistakes and guarantee customers things they shouldn't, but it's evident that this manager lacks the social graces to know how to fix an employee's mistake of telling the customer the wrong information. I wasn't seeking any financial compensation and was just trying to leave the store with a working phone that I pay for AppleCare to cover, but the manager provided zero flexibility at resolving the situation. It's crystal clear that Apple was scraping the bottom of the barrel when they placed this manager in charger here. The fact that she completely deflected and absolved themselves of any mistake speaks volumes to the manager's character and qualifications for the role. In the end, the technician under her was the only one able to find an even remotely workable outcome. The manger said I would have to wait another 3-5 days or make a 3 hour trip to the nearest Apple Store with my phone. The technician offered to overnight the phone from the other store and have it for me the next day. It's his ability to come up with a solution that somewhat addressed the problem as to why this rating is a 2 instead of a 1. That technician should clearly be the manager of this store based on his ability to actually address customer concerns. read more

Boy, their customer service is completely absent when you go to this store. Let me tell you what happened. First of all don't ever expect to get their automated phone robot to ever let you call the store. It will transfer you over and over to customer support who might be able to help you, or not. And don't even think a chat will get you to the store, they can't do it. So after an exasperating amount of effort once you get through to the store, I was told that someone would call me back from the Genius Bar, within the hour, that never happened. In the beginning when I made my appointment with the Genius Bar, it seemed like it was going to be a pleasant experience. The tech was downloading the app into my new phone and he would periodically check in to see where it was in the process, and then he stopped. So after spending an additional 1/2 hr on top of the 1-1/2 hr I had already been there, he ghosted me. I tried to get the attention of one of the other techs who avoided me. Someone finally came to my rescue and told me that I could have gone home a long time ago. Bad experience that I have repeated time after time at this store in Stonestown. Much wasted time on my day off. Spent the whole day trying to load my replacement iPhone. Just plain awful! read more

Super friendly staff we were just helped by a african american young lady who was super helpful , kind, welcoming and friendly. What I notice that turned my experience all the way off is how the Yt security guard switch his stance and walked to the side of the store we were on and started at use in the store. I'm not only disgusted but wish they get a new security guard that does not profile. It makes the experience distasteful and unsatisfying. read more

I came in 2 days ago around 7pm, I tried to buy a MacBook for my cousin, but one of the older employees immediately turned down and got assumed I was underaged?? He also told me to go back to my country and called me a chink.... read more

Staff is wonderful, but the store could use improvement. I hate how the Genius Bar forces you to sit facing other customers. An old couple was bickering right in front of my face, and I couldn't just change seats while waiting for the Apple Genius to return. Their stress became my stress. Their corporate dedication to the Apple aesthetic is over the top. I can't imagine it's very safe to have a fire extinguisher hidden behind the wall with a door with no handles, without obvious operating instructions, or even a symbol indicating the fire extinguisher is inside, for the folks who don't read English. I'm satisfied with the service but critical of the store itself. read more

Yajaira was so good, Genius Bar was down and she helped me with my question without them. Great experience!

Most of the staff here are super chill and understanding, but there was one guy Juan, I think that's his name, he was just straight-up annoying to talk to. I won't go into details in case he sees this and remembers me, but the way he acted was just rude and unprofessional. He sounded irritated the whole time, and unlike the other employees, he didn't have that friendly, helpful attitude. When I asked a simple question, he looked at me like I was stupid, kept cutting me off, and just seemed annoyed for no reason. Like, if you don't want to be at work, why even clock in? Apple's customer service is usually great, but this guy really needs to fix his attitude. Would appreciate it if management did something about him because he's making the store look bad. read more

I always get great customer service at all Apple stores, but the Stonestown location has always been the best one so far, for me. Based on my location, I have access to 3 different locations, and Stonestown is on the top of the list. Great service and great staff. read more

Apple Stonestown - The genius bar - Computers Near Me - San Francisco, California

My Stonestown Genius Bar visit a couple of months started promising but ended dysfunctional. I found an iPad that at home that I bought and never used so I went to get it added to my iPhone. The guy who helped me started promising, and then he slid into unprofessionalism by giving me shade over the number of saved passwords I had. MYOB! Of course the unused iPad had that famous apple obsolescence so I decided to buy a new model iPad but was misquoted the price and even with the trade-in I felt I was bait and switched on the price. I kept getting handed off and ended up with a masked young woman with slightly malevolent engery as she hoovered over me her impatience it was sharp. Of course, I complained to Apple and the manager of the store called me. But before he left a message, he made a theatrical intake of breath like he was so tired & over it HA and told me what I already knew: There was no manager or supervisor on duty that day but it was obvious. Typically I patronize downtown San Francisco, Apple Store and there's always a manager or supervisor on duty and the employees toe the line. I will never make the mistake of visiting Stonestown Genius Bar again. read more