My mind on the Apple Store has been changed! My previous experience at this location soured me of ever returning but today changed all that. Graeme Bird was very helpful and very professional. My husband and I are making our lifelong switch from PC to Mac. He answered all our questions and helped us make a the right choice of computer that worked best for us. Happily using our new Mac and thankful for the great service. read more

Horrible customer service, very rude! The woman actually sighed & rolled her eyes at me when I was asking her a question. I was so tempted to return the iPad and get my hard earned money back. If I didn't have my young daughter with me, I would have asked for the manager, filed a formal complaint against the very rude employee and given her a piece of my mind. I ended up just walking out without getting my issue resolved. Went over to Verizon instead & they were more than happy to assist me. Avoid this Apple Store at all costs and go to one in San Francisco! The WORST customer service experience ever! I wish I had gotten the woman's name as I would have written a formal complaint to Apple directly. read more

The store manager phoned me about a repair that was not fully completed. She promised to reimburse the total cost of the repair and have the repair completed. I had the repair completed, but the promised reimbursement was not honored. My phone calls were not returned, and I had to go through Apple Support to finally get a response and eventually the promised reimbursement. Am disappointed in the store's management. The store's floor staff is fine, although appointment times are rarely honored. read more

I have a mac book pro - don't get me wrong, I really like the computer, but the keyboard is flimsy, and the space bar starts to warp to the point it wont work. On previous visits to a different apple store, they would replace the entire keyboard. It's a good fix for a few months. I went to this location for the same issue. I explained the problem to the guy at the genius bar and I asked to just drop off the computer as I was in a hurry and needed to leave. He took off the space bar and bent it back into shape. I said I was not satisfied with his repair attempt, since that had been tried before. I again told him I was in a hurry and I wanted to leave the computer. He said he would be right back and took my computer into the back room. After 15 min, I flagged the check in girl (orange shirt) and asked her to help me since I needed to leave. She asked who was helping me, I said I didnt get his name, She then told me she didn't know what she could do for me if I didnt know the name of the guy. I told her my name, and that he was in the back with my mac book. she said she would look into it and turned away. 15 more min later with no sign of the guy helping me, I asked orange shirt girl for help again and told her i was REALLY late now and please help. She went into the back room for 10 min, came back and said they are fixing it, it will be a bit longer; I said again how late i was, and i wanted to just leave the computer - she walked away w/o even saying anything! Finally the guy came out and showed me my computer - with the same space bar key, half ass bent back into shape. I said this is unacceptable, what happens when it breaks again, he said then you make another appt and come see us again. I said, every other time, my computer was actually repaired with new parts. He shrugged his shoulders and said nothing. I will never go back to this location, nor would I ever wish my experience on anyone else! read more

I was thrilled to have learned that Apple hosts information sessions for new apple users which family members of mine can take advantage of.....but....I was less than impressed when I drove all the way to the Apple store with my Mac keyboard to repair the dysfunctional space bar. The back has special hexagon screws which I don't have supplies for and would have thought Apple could easily have on hand. I was told to make an appointment for the next day and that the genius team would repair/clean it for free. I returned the next day at my scheduled time only to learn that there was no repair possible and they don't have the tools for me to take it apart. They tried to sell me other keyboards when all I needed was a screwdriver. I was sorely disappointed to have made the effort to visit this store TWICE only to learn the first request to return was incorrect. Wasted about 3 hours of my time and cancelled one of my own client meetings to be able to come back for the repair. read more

In a previous career I worked in Retail on the sales floor and the corporate offices of a major department store. The markets are competitive and you need to set yourself apart from other retailers to be profitable in the long term. Apple sales have fallen this year, and if I were a CEO or senior management I would look to the HORRENDOUS customer service. The Corte Madera location is a great example of the terrible types of customer service I'm referring too. Today I went into the store because my iPhone cracked. I noticed I could get it repaired for $80 purchasing the screen through Amazon and getting a small shop to do the repair, but I thought it would be faster just to go to the Apple store and have this done for the same or less price. The gentleman who initially took my phone and scanned my serial number, gave me a high five and said "congratulations you have Apple Care". He quoted me $70 dollars for the service. So of course, I didn't mind waiting almost an hour to speak to 2 other "master technicians" the second one of which told me I don't have Apple Care and would be paying $140 to replace a simple screen. In light of being miss quoted and waiting for 1 hour, being loyal customer to Apple for over 10 years and literally spending thousands of $$$ on their products, I felt they would be smart to honor the initial quote. So even after I explained everything to the genius she threw her hands up in the air in a condescending tone and said "but you never purchased Apple care". Realizing that I dealing with a unreasonable and very unintelligent person, I told her that I will just go through Amazon after all. Apparently apple would rather make $0 dollars than loose a few dollars for a mistake that they made to begin with. Being in the design industry, I've read a lot about Steve Jobs and his "thinking out side the box" and also being a savy business person. Perhaps his legacy hasn't lived on after all. read more

Arrived twenty minutes early. Checked in, was told to wait 10 minutes then come back to the genius bar. Went and got a coffee, then came back as directed. Sat at the genius bar for twenty minutes before anyone even asked if I had an appointment and then was informed that I had failed to check in. Then waited another 15 minutes for the teenager to come help me... He finally stated they would replace my phone set it up and informed me I couldn't leave the store till my phone restored from back up- over an hour....they then informed me that I would have to move after stating I could "Wait anywhere in the store". I was then moved three times os they could accommodate other customers...what happened to first come first saved. I will NEVER give this store my business... In fact I'm considering dropping all apple products based on this experience....customer service is supposed to be one of the selling points for apple products! Customer service my A**! read more

Very disappointed. We took our 1 and 1/2 year old IPhone 6+ in to this store by appointment, to ask about an issue where we had lost sound on phone calls ( on our end, although the listener could hear us), and also a problem where we could not get the screen to "flip" to take selfies. This is our first IPhone and we are not terribly techie, so went in relying on expert guidance. We were asked to leave the phone with them for 3 hours while they worked on the problem. On our return, we were told that the display needed replacing at a charge of $149 for the part (plus a flat fee of $329 to do the work). We have the 2 year Apple care warranty, but we were told that the warranty would no longer be honored because our local cell phone shop where we bought a replacement battery for the phone had changed the display to a non-Apple display. We had had a previous problem with the phone not holding a charge, and I had already told the Apple technician that we had purchased a new battery locally 3 weeks ago. The Apple technician advised replacing the display, and told us the store were we bought the battery "wouldn't be able to do anything" to correct the problem. We decided to return to our Novato cell store where the battery was purchased. We relayed the above story to the technician there. He said that the Apple display had NOT been replaced, and opened the phone to show us the display which had the Apple logo on it. Our local cell phone store then repaired the small piece that was the source of our phone problem for a small fraction of what Apple had quoted. If we invalidated our Apple care warranty by buying a non-Apple battery, the Apple tech should have just said that, and not lied about there being a non-Apple display and trying to sell us an unneeded part at a cost of $478!! Dishonest and unethical. I expected more from Apple. read more

cheap stake store! gave me a hard time to replace a freaking phone case! i have spent thousands of dollars in products and accessories in this store and that is never going to happen ever again. read more

This is the worst store ever. They made me take off my iPhone 6 plus glass protective screen to fix my microphone and had me leave my phone there for 45 mins and then when I came back they handed me the phone and said they couldn't do it!!! Wtf. After they made me take off my screen protector my phone cracked and they told me I HAD to replace the whole thing for $300 When I went to a different Apple Store they said it was only $109 to fix the screen. Corte madera lacks actual intellectual people and customer service. This is one of the worst stores I have ever gone to. Not to mention they only want to make money off of you and are not really there for your help. The Genius Bar is a joke considering they are all dumb and extremely rude. I've been living and shopping in Marin my whole life and the Apple Store in Corte Madera is my worse experience with customer service ever I LEFT THE STORE IN TEARS. And I also want to point out I asked to talk to the manager and he is as rude as them he spoke and interacted with me like I was dirt at the bottom of his shoe. Please do yourself a favor and don't go here. read more

What a horrible store. Last month my iPhone had problems, so i went to go switch it out under my warranty. Sounds simple right...no WRONG! They told me i had to "set up as a new iphone" and come back at a different time if my phone was still having problems (luckily i thought ahead). I explained to them that i had already done this the week before, and the phone was still giving me problems, i thought i saved my self here...but nope, after about an hour of arguing back and forth, i had enough and left the store. Lo and behold i came back to the store the following week because i still did not have a solution to my broken phone. They had a manager help me switch my phone out. He took my phone to the back, and after waiting for half an hour, i asked where my phone was. The nice employe, his name was Jake, went back and said no manager was working on my phone, and he brought out my old phone, and a replacement and had me on my way. He was probably the only nice person at that store. Anyways, i was so upset with apples rude service (Besides jake of course), that i sold my iphone, bought a samsung phone(much better FYI), got rid of my macbook and bought a sony viao, and gave away my iPad. So long apple. Im just glad ill never have to walk into your store with animals running around about to attack people anymore. read more

RUN AWAY FROM THIS STORE!!! I went to the store because my iphone battery was not holding a charge anymore and I needed to purchase a new battery. Simple...right?? I needed to make an appointment...so I did for a week later. (I have needed to buy a battery before on my previous iphone and simply walked into the Burlingame Apple store and 10 minutes later...Done!!). Anyway, the Corte Madera store informed me that it would take an hr. About an hour later, I was given my iphone back, I paid $80+ and was sent on my way. By the time I left the store, I noticed my "home button" didn't work (I couldn't switch from one frame to the next). I ran back into this chaotic environment and found a woman who worked there (she ended up being the Top Manager---can't remember the "clever" title-- by the name of Janine). She tried to turn the phone off and on (I explained to her I already tried this...she ignored me)...and it still didn't work. She then took my phone and ran to the "secret" place behind the door in the back. I'm, meanwhile, trying to follow her so I could at least give her my name. Several minutes later, a man named "Eric" came out with my iphone and a new iphone in a box. He said I now needed a new iphone, because mine was broken...but not to worry, because I wasn't going to be charged for it. Stunned, I explained that I did not want a new phone and asked how this happened. At first he indicated that I might have broken it, but that explanation quickly changed to it got broken when the Apple "Genius" changed the battery. Eric then asked if I backed up my info on Cloud..."NO". He then stated I would lose my info if I didn't back it up. He said I needed to get my computer, bring it back to the Apple Store and they would do the backup. We are now on HOUR #2. So...I drove home, got my computer and drove back=HOUR #3. Eric disappeared...but Ryan (his boss) was there to help me. Of course, I had to explain the whole dilemma again... Ryan was actually competent (leave that store, Ryan, before your reputation is ruined!!!). However, I asked for my money on the battery back (he said I got a new phone instead. When I explained that this was not what I wanted and spending hours at the store was costly to me, he really didn't know how to handle this). He set my phone and my computer up to back me up. Then Ryan disappeared! And Eric reappeared...HOUR #4. Eric said that the backup didn't work and I would have to do this at home!!!! I asked for the manager. I got Tuppy--a manager. She disagreed with Eric and said to wait a few minutes and the icons who appear--they did. Eric disappeared! I explained to Tuppy that at this point I was furious and not only did I want my money back for a battery that I did not receive, but I wanted a discount (I stated 10%) on a new computer I was planning to buy later in the week there. I had already talked to Zyde (an very nice employee) about the computer I wanted. Tuppy agreed. I left the store, FINALLY!!! Only to turn around when I was unable to get into my emails and the requirement to get it made no sense to me. I then re-met the top boss Janine. When I tried to explain my 4 hr. frustration to her...she really didn't care. She said what she needed to say, but I didn't feel that she took responsibility at all. I have read the reviews and they are bad. (I think the good ones are either fake or for non-issues, really). And as far as the 10% discount, I've decided to forgo the discount. I don't trust this store at all! I'll drive to Burlingame Apple and buy my computer there. (Oh yes, this is my third iphone...and each time I get a new phone, my info is transferred to the new phone --by Verizon--in about 10 minutes without a problem!!). read more

Because the reviews for this Apple store are all over the map, I wanted to relay the experience my husband and I had the other day. We are in our 50s, not terrible with technology but not great either. We have been loyal iPhone users for many years, but we both still had iPhone 5s, and were experiencing issues with our phones, so it was time to upgrade. I was incredibly anxious about it, because when I bought my iPhone 5 2 1/2 years ago, the salesperson turned on iCloud and I lost all 500 photos I had on my old phone - they disappeared and never downloaded onto the new phone. I was literally terrified to switch out to a new phone, however irrational that might be. Also, I confess that Apple stores in general are not my favorite places, plus I knew this store would be crazy busy, since it was the week between Christmas and New Year's. So that's the backdrop. The visit did not start out promising - we walked in and it was unclear how we were supposed to get help to buy a product - we walked around the store but no employee would make eye contact with us. We finally asked someone, and were told we should approach a woman near the front of the store, who was apparently supposed to be greeting and directing people - this seems to be a function that should be handled by more than one person on a busy day. We ended up waiting longer than we should have, because we then had to wait to talk to her behind people who had entered the store after we did. BUT, we hit the jackpot when we were assigned Curd Williams-Hertz as our sales consultant. He was incredibly patient and understanding about my fear of losing photos, and he didn't give so much as a tiny hint that he found our questions stupid or that he was frustrated by our lack of techie sophistication. He guided us through our decision-making process but we never felt pressured to buy a particular phone or even to buy a phone at all that day - it felt like he genuinely cared about helping us figure out what to do, rather than just wanting to sell us something and move on to the next customer. He helped me set up my new phone (we bought two iPhone 7 Plus models) and sat with me as I anxiously waited for my precious photos of my grandchildren to download. I am hoping that Apple somehow appreciates that there are people like Curd "out there" in its stores, because they are the true face of the company. Thanks for being so warm and welcoming to this old broad. read more

trying to book a one on one here is ridiculous! nothing open for days except for something next week at an apple store 30 miles away...yeah right. haven't even open my iMac yet and I'm disappointed and frustrated. APPLE SUCKS! read more

Up front service when buying is good. Store is always busy w knowledgable staff. Problem now is with service. TOO DIFFICULT TO MAKE APPOINTMENT AND SOLVE PROBLEMS. Most recently when downloading IOS9, my wife's phone crashed. After almost an hour in the store, a rep was able to restart phone, but not download program. After discovering the download was not successful the Apple rep (PHONE SUPPORT) attempted download and updating Itunes, both her phone and computer crashed. We are on the third hour of phone time. Further, after 9 phone calls attempting to call Corte Madera and the unending LOOP OF AUTO VOICEMAIL "I CAN HELP" we gave up trying trying to talk to Corte Madera - COULD NOT SCHEDULE AN APPOINTMENT, WAS THROWN INTO AUTO VOICEMAIL 4 TIMES WITHOUT RESOULTION. And to top it off, she is leaving the country in less than 48 hours....phone and computer not working. You would think Apple would post warnings and the stores prepared to resolve these issues w downloads. WE ARE LEAVING TH APPLE ECO SYSTEM ASAP. Not willing to be part of the planned-obsolesence any more. read more